Were great when I had regular insurance and paid what insurance did not cover. When I retired and switched to Medicare A&B with secondary insurance, this company gives you the run around on supplying the CPAP equipment, doesn't return phone calls and has poor customer service read more

Don't trust their autopay. It will say it is set and then they will send you a past due bill. It has happened twice to me and there is nothing wrong about my card on file. I also had a situation where I got an email about refilling my supplies. I filled out the form and it took more than a month to arrive and them were not what I ordered. When I called to get it sorted out, I was told that it wasn't them that I placed the order through but some third-party that UW Health pays and they have no control over it. I wasn't offered shipping the product back but instead driving to a different town to return it. Now I'm even trying to enter the exact website they have on this past due and guess what? This site can't be reached. ​ read more

Very helpful! Nice and friendly! They have all the masked you need. Nice and clean!! Easy to find!

First off, it took months to get the initial CPAP fitting appointment. They don't answer their phones. They don't return messages. UW Care Direct/ Chartwell ripped me off on a CPAP machine. Did not inform met that I could return the rental machine if it didn't work out for me. Made me pay full purchase price including paying for months of their marked up "rental" for the humidifier portion. When I finally realized that I could return the CPAP machine, after they sent me a letter 8 months into the "rental", they forced me to make an appointment to return my CPAP machine. They wouldn't allow me to just drop it off. And then, after their staff accepted the CPAP machine back, and told me that they would rent it to other patients, a manager sent me a letter claiming that it was too late for me to return the CPAP machine, and I had to pay them the full purchase price or they'd send me to collections. The total was $1400 or $1500. What a scam! This forced CPAP rental feels like a money-making ploy for UW Care Direct. This is the worst experience I've ever had with UW Health. Boo to Corinne B and April in Billing! During this miserable experience, I did interact with 2 nice helpful employees there. Kudos to Taylor in main office and to Jan K in Billing. read more

Equipment I received was fine, but didn't wind up working out for me. But the office staff, and in particular billing, is terrible to deal with. When I contacted them to return my machine, I couldn't get an actual person on the phone for nearly a month. I left a bunch of VMs, simply requesting the drop-off location, and got exactly one call back... who left me a VM with zero information "due to HIPAA". Again.. I wanted THEIR address. This went on for 7 weeks. When I finally got the address I returned the machine within a few days. I have now been going round and round about them billing me for an extra month, because I was unable to return the machine. Over the past several months I have received precisely two calls back (to my dozen contacts and attempts) and am being threatened with collections. A decision was apparently made in April, but I was never informed. Understaffed, and the managers are too afraid to speak with a customer and just hand out edicts. I would never do business with them again, purely based on the terrible communication patterns and their insistence I have to pay them for their 6-week lack of helpfulness, which has been proven over and over again. read more

I don't even know if I need to post this review because most people in Madison already know that medical care here is very difficult to even schedule let alone see the right person for the right thing. I've had PT here and it was pitiful. I could go on, but, you're just stuck if you live here and have to go through the medical system with UW. I'm going to try Milwaukee or even Chicago. When you finally do see a doctor and a specialist in that field it's good. But getting there can take a long time. read more

When I first got my nose pillow cpap machine, I was having too much of a leak. So I ordered a chin strap to help keep my mouth closed. What they sent me was so tight, I could barely get it on. It was so ridiculous that I sent my family a picture of myself with it on laughing my head off. I returned it, and got a different on that had velcro so I could adjust it. That didn't help at all with the leak and the fabric was so rough on my face, I couldn't use it. I finally got something on Amazon that is comfortable and works. It isn't easy to get a hold of anyone in billing. Turns out they work from home. I can hear babies in the background. Recently I signed up for autopay to pay the recurring charges for my cpap machine (which my insurance rents) and I pay a copay of $14.64/mo. Now I get a paper copy of my monthly statement that says AUTOPAY IS ON plastered across it as well as an email that says the same thing. This is the only business I know of that sends a confirmation that autopay is on. The waste of time and paper is mind boggling. read more

Chartwell is now UW Home Health Direct. I strongly recommend not using them if possible. They don't know what the internet is and there billing department is in the stone ages. Billing and processing payments take forever. Everything done by mail, no electronic payment options. Don't take a long vacation because if you miss a payment they send it right to a collection agency. Oh no e-mail communication either. read more

I am absolutely disgusted with the CPAP customer service offered by Chartwell. In August I called to get needed supplies and was on hold day after day until I finally called Quartz and they connected directly with Chartwell. My order came and although it was missing a piece, I made do rather than go through the ordering ordeal. Yesterday, I tried to order again, this time for my husband. I was again put on hold 4 separate times and then abruptly disconnected. Again, I had to reach out to Quartz customer service who said they'd use their "direct line" to connect with them. No luck. Now we are driving over to the building... I'll let you know what happens. DO NOT USE CHARTWELL IF YOU CAN HELP IT!!!!!!!!!!! read more

I used to order my replacement CPAP supplies online, but now it says the online site doesn't exist anymore. Even the email reminders they've been sending me, telling me to click the rapid resupply link, are flawed. The link takes me to a page that doesn't exist. I've tried calling the number on Deming Way multiple times over the past month, but it just goes around and around an electronic maze that never connects me to any live person and doesn't give me an opportunity to leave a voicemail message. This place has been a huge disappointment ever since they took over the client list for the company I used to use on Todd Dr (about 5 years ago). But it's the company associated with my healthcare clinic, and the only one Medicare said I'm authorized to use (read that as, I can buy CPAP replacement supplies anywhere I choose, but Medicare will only cover the 80% if I buy from UW Health Care Direct, and since the supplies can cost anywhere from $79 to $300, depending on what I need replaced, I'd have to pay 100% out of pocket). I'd give this company a ZERO if I could, but there's no way to leave a review unless you at least choose 1 star. read more

Cant' get supplies. Can't get help with customer service. Now they brought up the other CPAP place in Madison and they are the only place you can get CPAP stuff with Quartz. read more

Absolutely zero customer service. Our child has Cystic Fibrosis and they refuse to send us the items that we need. Disgusting!

I was having an incredibly difficult time getting some medical supplies through a supply place that would not give me feedback on how to fix my medical authorization to get approval. Our Endocrinologists office was unable to get it waived either. I called Chartwell for assistance. The representative I worked with was incredible. She described exactly what was needed and understood why I could not provide the information they needed. She worked with me, the provider's office, insurance and referred us to a new supply company. Our authorization was processed within days and our supplies were shipped out the day after the company received our authorization. I am grateful for the coordination and patient care that this company gave. If I were able to order our supplies directly through them I would. Kudos, Chartwell. I've spent many hours on the phone with insurance companies and supply companies throughout the years. They made this painless and a pleasant experience. read more