Medical Equipment Distributors of Va | A Rotech Company — Attraction in Virginia Beach

Website is antiquated and not user friendly.

It seems that whoever runs this business does not want to update their website. Yes, these issues can be fixed with calls but busy people would rather you get with the times and automate this stuff...especially when we have a lot of other medical affairs to keep up with at the same time.

The big problems are: -The site map itself is not user friendly or modeled after user friendly systems that most people can navigate with ease.

-The website doesn't provide any tracking for shipped orders. It's hard to tell if your supplies have ever actually arrived and you get bogged down with pieces not knowing what needs to be replaced when.

-The website doesn't allow you to see in real time when you are eligible for insurance-covered supplies. This means you either have to keep up with it yourself or use their auto process, which has lots of problems (see below).

-Problems with auto renew system: First off, supplies don't come on time. Secondly, the invoices don't explain what you are paying for or provided the aforementioned tracking. Lastly, their payment system does not allow for a secondary/backup form of payment, which is very important for those of us that have FSA/HSA acccounts (the former of which is designed to run out of funds or you just lose your money at the end of the year).

-Email notifications are inconsistent with some coming through and some not coming through...its quite exhausting to keep up with all of this because you can't trust a simple POS (point of sale...before you are thinking of another...

9/6/18 So I called them back on 8/31/18 to speak with a manager and I ended up leaving a message as there was none there. I still have yet to here from a manager !

8/31/18 So today I receive a call from Leia again about past due amount that was suppose to be handled from what managers said over 2 weeks ago. DOES YOUR COMPANY COMMUNICATE IN HOUSE !? I also received another past due notice same amount as previously stated. This is getting old!

On 8/14 and 8/15 I did receive calls from 2 different managers and a supply rep. with an apology for what had happened the previous day. I would say their fast response has given me some comfort in the fact that they are willing to look into complaints and work things out. Some explanations were made. I am looking forward to seeing them in September and making a better connection.

8/13 , Went in back in June to get CPAP read and supplies. Paid my Co-Pay that day. Almost 2 months later they are calling me telling me that I owe more. Say on my receipt that the co-pay was an estimate. Well I have now looked over my receipt from June and I say BS! I will be calling Tri Care , VA , BBB and whoever else will listen as they are the main supplier for military cpap. Maybe if we get a Congressional Investigation with the VA and Tri Care they will not be allowed to act so shady. Spoke with LIA I guess and it started out ok , but she became very rude and condescending. Will only go back if I am told there is no...

My experience has been less than stellar. I had an appointment to be fitted for a new mask. I received a call from the technician as he had to reschedule my appointment. At the rescheduled appointment, the tech comes out and says I was just going to call you to set up that appointment that I had cancelled. I told him that's why I was there, because he rescheduled for today. I was told that he had scheduled another appointment for that slot and he couldn't see me. He told me to try the virtual fitting, which I did. He called me afterward and we went over mask options. I did not want to use a full face mask as I feel claustrophobic in them. We decided on nasal pillows. Well, I received a full face mask which was NOT what was supposed to be ordered. I called them and informed them, and was told I needed to return them, which is fine except for my work schedule. I had already taken off for this. I called back and spoke to a manager who told me that they would have someone come to me and switch them out, I just needed to call back when I could arrange it. When I called back, I was told that they don't do that, and I had to bring it back. It was also noted that they did not have the correct mask or measurements in my record. Meantime I received a call from my insurance company who suggested that they send me a return label for me to mail it back. I just received notification that they can't do that either.. I'm wondering what...