When I go there today the woman I had been working with had left for a family emergency - totally understandable. Unfortunately that apparently meant all prior discussions had never occurred.
Firstly they made me wait 45 minutes, despite the fact that I had an appointment AND called to tell them when I was 10 minutes away.
THEN the "therapist" (in quotes because I doubt he's got any formal training) came out with what he claimed was my machine. I asked what machine it was - and he said it was the "core" Resmed product. I said that was not what had been agreed to - that I expected the S8 Escape. His first reaction was to tell me tough - this is what the Doctor had ordered and I had no right to choose what I got since this was medicall equipment. Needless to say I advised him that was not acceptable..
He returned about 10 minutes later - with 2 boxes which he began to pull apart right there in the reception area - a very public place. I asked if there was not somewhere else we could go for this - at first he said no, but then they found an empty office and took me there (after making me wait again while he helped someone else who did NOT have an appointment).
When we got to the office and he unpacked everything I noticed that he had brought the S8 Compact - so I indicated that was the wrong machine. Once again he said tough - the doctor had not ordered a machien with a smartcard and therefore I was not going to get one. At that point I requested to speak with a Supervisor.
The Supervisor came in and asked what the trouble was. I indicated that I was not happy with how I was being treated, that I had very carefully made sure I knew what I was coming there for and expected to receive what had been agreed to. He said that unfortunately the woman I had been working with had left, and no one knew what had been agreed to. I said no problem - since I know what I was getting. He stood behind the "therapist" and said no. At that point I asked him if he was aware of how much money I was supposed to write my check for. THAT he knew - imagine that.
I then indicated that the amount of money my insurance company and I had agreed to pay collectively was for a piece of equipment with greater functionality and therefore I expected to get what I pay for. He said no. At that point I asked for my prescription back and told him I would go elsewhere.
When I got home I immediately looked up the 2 different models we discussed online - and there was roughly a $200 difference betweent them! I then called the insurance company and advised them of what had happened. Thankfuly I got one fo the rare good insurance people. She documented what happened - to ensure that if the DME Supplier sumbitted a claim that they not be paid. I then asked if they would reimburse me if I purchased the equipment on line. She assured me they would - and documented that in my file as well.
At that point I decided I was going to get the model I really wanted! I spoke with several of the suppliers and really liked one in particular. So despite the fact that they weren't the cheapest - the difference was neglible - I went with them.
In the end I will have saved both myself and the insurance company some money AND I will have the superior machine - the S8 Vantage. He even said he'd throw the software and premium travel bag in for free - so he REALLY saved me some $'s (roughly $200)!
I need to give credit where credit is due. Were it not for the folks on this board, and all your knowledge and patience I would not have been the educated consumer I both wanted and needed to be. You guys really rock.
Many thanks - Merry Christmas, Happy Chanukah and Happy Kwanza!
is to pass on your experience to the newly diagnosed sufferers.