Sun Country Medical Equipment — Attraction in El Paso

Update #4 July 2024 Still a 1 s/b a 0 keep getting calls that I have supplies ready for re-order I have NOT been customer for over a year - fix your records fix your staffers, fix mgmt...I can't see how your business is allowed by CMS to be a Medicare provider given such poor service. And when you say you've tried to contact me to respond , why not use the contact info you continually bug me on--those calls/texts go through.

Update #3 May 23: Re-re-rated as a 1 again After making some improvements ( call director phone system abandoned, calls now just go to a wait queue for next available agent), signs to not sit on equipment are gone-but unclear whether you may or not, but order taking/delivery is still UNSAT. called last week to confirm my resupply—1. Told I needed Rx update (not true) 2. Told items would be ready for pickup 05/30 (not ready) 3. Told I must make a $230 co-pay (not correct, co-pay=$0 on my insurance) 4. Of the items handed to me, they were wrong items and did not fit my equipment nor the equipment profile they had on record. Apparently zero quality control at this facility nor do they seem to care to implement any. 5. Got store director involved to make my order corrections, discussed w him how the efforts to improve since last year had failed and I blamed his lack of oversight for that. IMHO this is a haphazard organization, poorly supervised, and ill staffed or trained. You are dealing with customers health and trust but multiple times have failed to earn it. I’m asking my doctor to refer my Rx elsewhere, I didn’t feel comfortable dealing with lackluster and disinterested service any longer. Good luck to other customers out there

update #2 sep 22: re-rated as a 3 - got a call from a gentleman who said he was hired to address all the negative feedback and fix the issues, he seems earnest in his commitment to improvement but needs some time to get things long languished, turned around. I wish them the best and hope it happens for them and for us, the customers. thank you. update downgraded to a 1: Aug 2022- Georgina is no longer there. Replacements have a lot to learn to be a service and sales company. First if your customers depend on you for medical equip, for god's sake keep their records straight. Missing RX's that are mysteriously misfiled, wrong equipment noted on your record so the maint items you get won't fit, and people that seem to not care about doing a quality job -- more like how quickly can I get rid of these customers so that I can lounge around instead. This also demonstrated by the local store mgr -- he never returns calls, when you do get an issue that needs attn, he is unable to be found, and as a store policy having demo equipment on display (chairs/walkers/wheelchairs/etc) that all say "do not sit on equipment"--basically sends a message that we don't give AF about our customers. Here's the most obvious clue about how bad this store operates -- call anytime during business hours, the call director system walks you thru a menu of 5 choices (all are dead ends that say person x is unavail, please leave a message) when you do leave a message it says "we will return your call in 48 business hrs". That has happened exactly zero times...none of these folks ever return calls, frankly I think none of them even check voicemail or do they even know how. 48 hrs is plainnly insulting and useless. I would challenge anyone there to refute these observations -- but that would take self awareness and a "return phonecall". My next attempt would be to show this review to my doctors and say if you contract to these folks, it's a disservice to your practices as well.

needed a software fix on my cpap device. A terrific lady, Georgina, helped me. she listened to the issue, recognized what to do, coordinated that with mfr, regularly followed up with me on progress, and verified that all was well before thanking me for my patience. This is A+ service and support. I think if one needed anything then she would be the go-to person for that, bravo, she deserves an...

I had major foot surgery last week and I am unable to put any pressure on my foot. Suncountry medical was contracted from the hospital to deliver medical supplies to my home, Crutches, Walker, three in one commode chair. I did not receive these items on Thursday, so I called their office to understand when they would be delivered and since my insurance was already billed. The office admin kept putting me off and let me know that somebody would be in contact with me. I never heard from them Thursday. Friday 9 AM, I called the office once again to understand an ETA. I kept being transferred to the office manager voicemail. After repeated calls to Suncountry and with no response from them, I called the hospital caseworker to let them know. The caseworker reached out to Michael Gonzalez, sales representative posing as the owner of Suncountry Medical, and let him know the issue. Michael let the caseworker know that he would be Contacting me and making arrangements to deliver the equipment. I never heard from him that day or at all for that matter. Late Friday afternoon, 4:45 PM. I contacted Suncountry once again. This time I was passed to the manager. She mentioned that the equipment would be delivered after 6 PM on Friday and if not, it would be delivered through the weekend. It is now Monday and I have still not received the equipment. I contacted suncountry once again and at this point, they are avoiding me and transferring me into voicemail. At this point, I decided to call the caseworker at the hospital once again and let her know what was going on. She contacted Suncountry and asked why I had not received my equipment and the manager with Suncountry commented that they had made an attempt on Friday evening and then again on Saturday with no prevail. This is absolutely not true as as I was URGENTLY waiting for the Equipment to be delivered. It’s kind of funny how the caseworker is able to get a hold of Suncountry on the first attempt versus my three days of trying to reach them. Obviously, the comment shared with the caseworker that they attempted to deliver the equipment is their effort to try to save the referral business coming from the hospital????There’s definitely a lack of professionalism, customer service, empathy, commitment to their customers. I would not recommend Suncountry for any of your medical needs! I am disgusted with her lack of professionalism and safety for their clients. Bill first and wait till we decide to get to you after happy hour Fridays!!! Pathetic leadership...

Horrible services for billing. We got a statement for remaining of what insurance had not covered. I paid it in full but because my lap top was going off and on I didn't see a confirmation for the payment,I resent it. When I reviewed my bank statement I noticed it had gone through twice. So I have been trying to contact billing department. First call wasn't the number on my statement I was advised they don't do the billing for this company any longer. Had to go to internet to get a local number. Since then I have called three times first call on February 12th was told billing supervisor was in a meeting and she would return my call Michelle Moreno never did.Call number two was on the 13th I s poke to Isaac explained my dilemma he stated that he would definitely have a supervisor return my call. Again nothing. I have tried just now on the 18th spoke to someone who didn't statement her name asked me what my inquiry was regarding when I told her billing she hurriedly said I will put you through to that department stated she would put me on hold and ended my call by hanging up. After I had waited one hour and ten minutes.Am now trying the call again and started at caller number seven with estimated time for holding was 65 minutes. At number 5 my wait is 45 minutes. This company lacks ethics regarding billing. When we're dealing with illnesses the last thing we need is the run around for a refund on services and equipment that is paid for. Will not use this company again. I realize it was my mistake but why ignore me after I paid the statement in full twice. 02/20/2025 As of today I received my credit for overpayment on my husbands account. I would like to thank Bianca who had the patience to hear me out and not put me on hold as I had been for an hour. She finally checked on the payment method that I made online and found the overpayment. She advised me the amount was credited make to my debit card. Soon after Joe reached out to me and apologized for the inconvenience and mix-up and explained they are working on issues with long waiting time on phone. I realize my credit was not in the hundreds but on Social security every penny matters. Had it not been for this issue my first rating would have been a 5 star as their delivery, with friendly staff and equipment in great condition were...