I was able to get a BIPAP machine and mask quickly and efficiently at the Mesa branch of Valley Respiratory and all of the people who I dealt with know their business, listen well, explain things well, and are all top notch. I do have a serious gripe about the way contacting customer service is handled and not being able to get through to get an answer about a promised mask swap order. Other comments here on yelp seem to indicate this is a common complaint, and I believe it should be an easy problem to fix. read more

After 30 minutes waiting a guy named Ben answered. Patient, courteous, and knowledgeable. I had ordered just a new mask and received a new hose & , water container. The new mask came without straps?? Ben secured me with an upcoming appointment to figure this all out. Thanks again Ben. read more

By far the worst experience I have ever had with a company. Got a new cpap machine but didn't get a mask since not part of the machine. Since then they have been trying to send me the wrong supplies because they don't seem to understand they sold me a new machine. I thought I had it squared away but got a notice today that I requesed a delay of two months for wrong supplies, which is untrue. Whatever you do, do not use this company, I have been trying to get this corrected for over a month. read more

They will not pick up the phone if you call, except for the billing department. Do you need to speak to a human? Either you wait on hold forever or "our voicemail box is full." My doctor at Mayo Clinic said the same thing, many patients report being unhappy with this company. read more

Difficult to order supplies and method constantly changing - online, email, phone call. Try to return their call and plan on waiting forever. Anyone have a decent CPAP company ??? read more

PLEASE do your research before going here. Messed up my orders...UGH Somehow they canceled me for no reason. I asked where my reorder is (as it is supposed to be automatic - "I don't know"... is what they said). I have GREAT private insurance. Disappointing having to call several times to get it figured out and be sent to the escalation team. Which was a voice mail that would be returned in 24-48hrs. read more

Very upset at the wait time. Appointment was at 11:15 and waited exactly 20 minutes in the waiting room. Husband finally asked the front desk clerk how much longer it will be, she got up and looked in the office just 15 feet away, then walked down the hall looking for the person we were supposed to meet with. A man finally walks up to the front desk inquiring about his appointment, we were it. This is the man who's office is 15 feet from the front desk and his excuse was that the "technology wasn't working" and he didn't get the notice on his computer! Why the gal at the front desk didn't get off her chair, walk 15 feet to his office and notify him we were there! Oh, by the way, in the 20 minutes waiting, this guy walked back and forth 3 times from his office and down the hall also making eye contact. read more

The initial process of getting the CPAP machine wasn't too bad. The training session was fairly complete. However, since then Valley Respiratory Services has been completely unresponsive to my requests for assistance with adjusting the fit on my mask. I would recommend using a different provider because Valley Respiratory Services responsiveness to customer needs after the initial sale is terrible. read more

This company was purchased by great elm group. As far as I can concerned great elm should be reported to the board of health they are the worst company I have ever dealt with and their CEO should be terminated immediately. You call you're on the phone for an hour getting a run around to no results. I asked to be transferred to the local office in Mesa they told me that cannot be done. When I finally found an old email and got in contact with The Mesa office customer service was excellent. If you get a call center outside of Arizona I would recommend you hang up immediately. To Great elm group I would strongly recommend you return valley respiratory to his original owners. I am so frustrated I almost went to a new supplier. It is night and day between your Mesa people and your corporate office read more

Service technician, Dario Zapata, was wonderful. Very knowledgeable and very patient. He really went the extra mile in helping me! Thank you, Dario! However, trying to contact someone by phone was a nightmare. read more

I have purchased supplies through this company years ago. But my experience was that this company would charge my insurance and my "responsible" portion was the same or more expensive than if I had just paid cash to an online dealer. Recently I could not find the model of headgear I use so I tried to order from Valley Respiratory Services. After about 8 days and many phone calls. Being put on "hold" only to go directly to a voicemail that nobody ever responded from, I said "F" this company forever! Please don't waste your time or reward them by "double dipping" (your insurance pays and you pay more than you should). They are the only game in town. Hooked up or own the sleep study centers. Try to find a sleep study center that does not use Valley Respiratory Services. It's a scam business. read more

Good service, easy to contact and to order supplies, polite, professional, asks questions, finds answers to any problems

I first ordered my cpap in 2011 and a replacement in 2017. No problems. I started the order process in August for a new replacement again, and have had NOTHING but problems, lack of response, long holds, phone transfers cutting off (AFTER the long holds!), incomplete processes and horrible communication. It is now the end of October and I still have no replacement cpap. I join with many others to say: BEWARE! Look elsewhere for your supplies! read more

Well, if you need a cpat or anything good luck! No one answers the phone! On hold with stupid swan lake music for over 15 min before I hung up!!! The worst service already and I am a brand new patient!!! They better not charge my insurance for anything! 3 calls to them and no answer! They deserve minus 5!!! read more

If you call in expect to be on hold for 20 plus minutes. They have no voice mail. .Have to call to make an appointment to return items. They have no voice mail. I returned all my items within a week and was charged a month later for all of the equipment. Was told a credit and a phone call back within 24 hours? read more

Ten-star rating goes to Denise who held the "instruction class", being a "newbie" to CPAP, Denise was extremely helpful with her knowledge of each machine & how they worked. She was patient and explained everything to the tee. I left there with full confidence of using my new machine. Hailey was such an important part of class as she measured for sizes and got all of the supplies and confirmed what we had and needed. Salina was amazing at helping with "paperwork" and ordering supplies. By the time I got home she had left a message letting me know a technical issue was on their end and I didn't need to contact my insurance company. Dealing with these three ladies was one of the best, all deserve 10-stars, appreciate the time and care they took to make sure we all knew everything about our machine, supplies and to call a certain "extension" if we had any questions or problems. read more

Valley Respiratory Services - Mesa - Medical Supplies Near Me - Mesa, Arizona

My original review wasn't good as they had all sorts of issues getting my initial supplies to me, as others have noted in their reviews. Since then it's gone even more downhill. I changed insurance companies, but rather than reach out to me for updated insurance when the old insurance was declined for the monthly rental they just stopped billing the old insurance company last March and waited until I was several months in arrears to send me a nasty past due notice. I called them and gave them my new insurance info and they billed for three months past due, but never billed them from that point forward. I've made multiple calls to them trying to get them to update my info and bill the insurance company but they can't seem to get it accomplished. Today I was told again that for some reason they just stopped trying to bill my insurance company and wanted all of my insurance info so they could try again. I told them not to worry about it, to just bill me direct for the remaining balance and that I wasn't going to chase them down any longer to pay them. If they bill me I'm happy to pay it otherwise they're on the hook for the remaining balance. I have NEVER had so much difficulty trying to actually pay a bill. The best part of this is I used to work in collections, and it was a rare day when you found somebody who actually wanted to pay their bills, so I can't believe I am having to jump through hoops a year later to get them to take my money. Sheesh! read more

Excessive wait times on phone; poor scheduling. Would love a recommendation for a dentist c-pap supplier! read more

they do not have good customer service, no one to handle phone calls. will switch to a new provider for supplies . read more

Summary: great administrator = good service = happy patients. I've dealt with Shelby on numerous occasions concerning CPAP and other equipment services. Her responsiveness, knowledge, skill, and attentiveness to provide the best care possible are impressive. Denial letters from insurance companies should be easy to read. Insurance language should be at the level of "Green Eggs and Ham" instead it's a version of "The Murders in the Rue Morgue." Much more complicated and than it needs to be. Shelby takes the time to help those of us unfamiliar with the hieroglyphics of the insurance world to get patients the care they deserve. Shelby and those that work with her at Valley Respiratory Services (VRS), turn a good company into a great company. A solid place to get medical equipment! read more

Everything could be improved. Costumer service is terrible. Front desk and back room apparently have No communication experience. They shipped me the wrong headgear for my CPAP and wanted me to pay $85.00 for replacing the mask that my doctor ordered. Since the mask/headgear they sent was nearly double the price. Of the one my doctor ordered it makes me wonder if some kind of insurance fraud is going on. Do not use this medical supply services under any circumstances. read more

Took my CPAP in for repair over 2 months ago! Still don't have it back. The people there are so rude!! I told them to just give the machine back and they won't return it ?? I am Reporting them To my insurance company read more

I have a CPap machine taken in for repair late June early July and sill has not been repaired as of 11/19/23.No one picks up the phone and after leaving messages , no one calls back . I have no idea what the status is. VERY poor customer relations read more

Terrible. And customer service Karen.....not helpful at all. They took money they weren't authorized to take when they weren't authorized to take it. I'm changing companies. read more

It is very annoying to have lengthy holding times on calls placed to their office. It also frustrates me immensely that I can't talk directly to someone at my location. I have to use a go between with the person who answers the phone (wherever they are) who then contacts the person I need to talk to who relays my question or message while I'm waiting on hold. I was told they are all with clients which is a fabrication. I was there this morning at 11:00 a.m. and I was the only one there. read more

So far the process has been anything but ideal. It took them a month to process my script for my CPAP machine supplies and then what they sent was the wrong stuff I have spent the last two days either being on hold, being transferred but the department that does CPAC can't fix the issue and then transferred to customer service that department can't process my issue. I have left messages on the phone as they requested and on line but still on hold as we speak. Going to call my insurance to see what can be done. Also they are saying I have to send the wrong stuff back to them before they will send me the right stuff. I understand getting the stuff back come in it was not my fault but the customer gets punished no my idea of good customer service. Up date today day #2 and a 35 minute hold they are fixing the issue wish this had happened on my prior calls yesterday so upping the rating read more

I am weary of non response, or incomplete response. I complained years ago, the President reached out to me and things improved dramatically. But now, I believe his influence is gone, and I don't have any confidence in this company any longer. Repeatedly, I call with another equipment failure, only to be given another persons problem and now I have grown to expect a device to fail within days or weeks. If someone has a suggestion for a new supplier, please post it, I am ready to change, after probably 10 years. read more

Valley Respiratory Services - Mesa - Both units dead. - Medical Supplies Near Me - Mesa, Arizona

They've miss handled every order for the last 6 months. So frustrating. Took an order and changed it after I was off the phone. Left out items. Changed my reorder dates on me. Took 6 weeks to ship (across town). Really badly managed company. Recommend recording your conversations. You'll need it. Very sorry I ever got sent there by my Dr. read more

They don't return phone calls when you are asking for advice. This is like your pharmacist not answering your questions when you are starting a new medication. My doctor prescribed a CPAP machine from Valley Respiratory in November 2022. I didn't do any research, I just went to my appointment. Lady was helpful in showing me how to use the CPAP. When I had questions at home, I called and the therapists returned my calls the first two times and were helpful. But starting CPAP is a challenge for most people and I still had issues after 2 weeks - I wasn't sleeping with the mask on all night, I had some issues with the mask leaking etc. So I called the therapists three more times and they never returned my calls. Customer service did answer the phone and said a supervisor would get involved, but they didn't call. I returned the machine and I'm starting over with a different sleep clinic. read more

I have been waiting over a month to purchase a new machine and supplies. Despite having already been approved by insurance. I was promised a call back 2 weeks ago and still nothing except excuse after excuse. Now customer service is saying they don't have the info they need from my Dr. However, they waited more than a month to determine this and request the info. I suppose it's time to find another supplier. read more

Im not one to write reviews but this company needs more of the truth put out there. The customer service is horible. I have left messages for supplies several times and not a call back. My last experience I was told my request would have to go through a different group and they forwarded my call. After being on hold 43 minutes i finally gave in and predded 0 to leave a message.To my surprise the message said that this number isnt taking any messages. I called back incase i had been switched to a bad number. I saked for the number before the switched me over this time. Guess what ? same message.Next I dialed the number direct and yes same result. I decided to call my doctors office and request a different company to supply cpap supplies it was too late by noe i had to leave a message. read more

I took my CPAP machine in for repair in September 2023. Nine months later I still don't have it back. In October 2023 I called and they told me they would look into the matter and call me back. They never did. I waited a few weeks later, called again got the same story, and no call back. I waited another few weeks and then was told the unit or paperwork was lost and someone would call me back. Nobody did. I contacted them every three weeks getting the same cycle until I was told the machine was too expensive to repair and they could give me a new machine as my insurance covered it and someone would call me back. Nobody returned the call. It is July and I have called eight times with no call back. I am still using their loaner but that unit does not send breathing data to their website so my Pulmonologist can't check my stats. I never thought I would say this but the customer service is worse than the cable company. read more

Call customers back if you aren't going to answer the phone. Reduce new pap machine timeframe. The 12th to the 26th waiting has to get doctor's office to intervene. I live in Gilbert. if they ship it to me it will take 7 to 8 business days, really? They don't actually have the machine I believe. They deserve zero stars read more

They never called about supplies. when i called them and ordered they screwed up the order. They never called me back. i kept waiting for my supplies. I called back and was told my dr did not approve. i had to get that straightened out and it took a long time to get that order. Even when you have an appointment it's a long wait, Their customer service is non existent! read more

This is sort of tricky. There really are two (at least!) segments to this business. On the phone, dealing with billing, is one thing. Coming into their facility is another thing. It's difficult to separate the two because we've had to deal with both, but I'll try. Their billing is challenging. In our case we were told that our order would be placed in December. And it was. But they didn't get around to billing us until January, when our deductible reset. So instead of insurance paying, we had to pay. They customer service has indicated they were going to work with us, and I have a promise from them, but still not final billing statement. On the other hand, we had an apparent issue with the device. They created a ticket for it, call us to make an appointment, and we brought it in to their office. Garry was prompt, friendly, and helpful. He diagnosed the issue, and even told us a few things we didn't know about the unit. And we are manual readers, so it's not as if we hadn't read the manual. But we still learned a few things. We left their offices feeling pretty good about our unit, and with some recommendations for accessories (e.g. different head piece, different nasal piece, etc). So shipping and billing, really 1 star (or 1.5 stars). This should have been easy, billed under our previous plan year, and it wasn't. Granted, they are working with us, but after 4 months it still isn't settled. On the other hand, service with respect to the unit was 5 stars. Garry was outstanding. read more

This business has no customer service. They don't answer calls, clear their phone queue before leaving for the day, or return messages left for them. I have no idea how they are awarded a state contract- but that should certainly be reviewed. A DME supplier is very much like a pharmacy - they receive a prescription/ order from a doctor and they are obliged to fill it. Valley Respiratory appears to operate outside that. I have experienced this more than once where they get an order and Do Nothing with it. My suggestion- don't let your doctor sent an order to this place if you want it filled. read more

Terrible customer service. I had a really good experience initially with the sleep specialist there who helped me get setup. After that though this was a nightmare as they sent 2 shipments of CPAP supplies to the wrong address. They didn't try to make it right and said it was my fault when they didn't confirm the address. They collected insurance payments on both shipments however. It's been a year later and I'm still trying to order supplies through them. Trying to call them usually gets a long hold and they can't do anything online in this day and age which baffles me. If you love phone ping pong this is the place for you. If it wasn't for insurance I'd try to go through an online CPAP supply supplier. I'm now trying to fax them a message from my Doctor because they said the PDF/E-mail I sent them from my medical provider isn't good enough. Hopefully a company comes out to compete against traditional DME providers like Valley Respiratory because this is god awful. Edit: did some more research and found a list of vendors ResMed recommends over traditional DME providers your doctor recommends. https://www.resmed.com/en-us/sleep-apnea/buy-cpap-supplies-online/ read more

I've only had one initial visit, and wasn't eager after reading the reviews. Pretty much nothing was as expected. Probably one of the weirdest appointments I've ever had in the medical industry. The building looks nice from the outside. Inside leaves a lot to be desired. It's like they tried to go super fancy with the initial waiting area/entry/front desk... and then ran over budget so the rest is leaving you feeling like you're on the border between the outside & into the cubicle dungeon. It looked super dreary back there. If I worked here, I'd literally fall asleep at my desk immediately with the dusk & dungeon atmosphere. Check in was super quick. But I couldn't help notice the man ahead of me (well ahead) had an ongoing issue that was still not resolved 45 minutes later when I walked out. Yikes. Red flag #1. The lady at the front desk was very attentive & polite. I felt bad as it seemed she could use a little support. But, I'm sitting there waiting & notice 75% of the equipment you come to purchase on the shelves is not in stock. And what is, not properly or well displayed/organized. One patient went to examine a box & the display nearly fell. But red flag #2 was quite concerning. All of a sudden a patient couple walks out of a room with an employee trailing behind saying: "so glad I asked if you were a Bears fan because we totally had the wrong patient!" ...and their names weren't even similar. Wtf?! That's not helping me feel any more at ease going into an appointment I'm already dreading & irked about. I didn't have to wait more than 10 minutes past my appointment time. And, really the best part of this was the receptionist & appointment rep. I immediately felt comfortable in her presence. She was calm, laid back, empathetic & genuinely cared. She could tell I was not totally focused mentally & a bit agitated with it all- and treated me so well but still totally professional getting down to business. Instructed very well, and then explained of course they don't have the right size mask in stock & have to overnight one. Not her fault- but that is aggravating when you make an appointment to pick up SPECIFIC equipment & be TRAINED in the appointment on how to use it! So needless to say- I got a YouTube tutorial. Fantastic. Right before being told there's a strict "no switch" on my script- meaning the mask ordered is not in my favor, either. SO glad I scheduled time off work to attend an appointment where the provider was NOT prepared. Again, not the rep's fault. She gave me her extension if I had any questions & needed to call. I know she could sense my panic/anxiety with the ordeal. That meant the most out of this, was to have a rep who was smooth & simple. Not the crazy chaos mixup lady upon my arrival. I would have left had I got stuck with her. Also- I have to note that the back office/consultation rooms are no better than the dungeon appearance out front. It's even more dreary & nearly horror movie appearance. Extremely DIM lighting in a very small room with racks mounted on the wall displaying black mannequin heads but nothing on them. It was a maze to get back there & out. I kind of wanted to get out of there sooner than later so was almost thankful the entirety wasn't in stock to fully test/demonstrate. And bless her for a great personality because I really would have had a full blown panic attack with the weirdness here. I'd kind of like to avoid coming back here as much as possible. And, fingers crossed ongoing support isn't as awful as reviews are reflecting. Will have to update as only time will tell... read more

The person who fitted me and explained how to use the cpap was very kind and returning the cpap was easy. They come to your house to get it. The gentleman that collected it was very kind as well. The rest was subpar. First, I always had to wait around 30 minutes or more just to get through to talk to someone and then transferred to wait another 30 minutes more. Second, none of the online resources helped with my issue. If it did, I wouldn't have had to call. First issue I had was with the full face mask losing its seal at some point during the night. It would wake me up and no matter how tight I adjusted the straps, it wouldn't keep the seal. No way you can sleep through something that loud and annoying. What sucks about the Resmed cpap is that it has a cycle to test the seal but it only goes up to a 7. WTH! My Cpap could go as high as 20 and that's when I was losing seal. It was fine at a 7. So what a piece of crap test! Because of the seal issue, I switched to a nasal mask. That solved the problem perfectly but then I had issues with condensation. I kept waking up after snorting the water that collected in the mask. When the cpap was explained, I was told the humidity is auto regulated based on the temperatures. Well, obviously it doesn't work and because I don't want to wait 30 minutes or more each time I have an issue, I returned it. Total waste of over $500 of my own money. They need to provide more customer service help without crazy wait times. It's important to have access to people that can help you troubleshoot issues. I'm not even some older person with no technical savvy. When I had the problem with the face mask leaking, I lowered the pressure myself and set it from 20 to 15 but still had the issue. That wasn't even on their troubleshooting site. I watched a YouTube video from some doctor in Australia on how to change your settings. We should be able to get that kind of help from the company we're paying. Luckily my sleep apnea is mild. If it ever gets worse, I hope there is a different place to go because I won't be using this company again. The other thing I don't like about cpaps in general is the waste. All the supplies that end up in the landfill. They should take that stuff back to be recycled. Masks, hoses, headgear, water tank....all need replaced on a regular basis. All that stuff ends up in the landfill. read more

The whole system needs an overhaul. I think the personnel working Customer Service are so sweet & try to be helpful. It's just an unfortunate system within healthcare. Long wait times via phone. Frustrating for busy people seeking quick answers. Perhaps one day CPAP products can be made available in Pharmacies. Feels a little hostage-situation with Rx "hope they answer the phone" situation currently read more