AeroCare — Local services in New Berlin

EDIT; I finally was able to get an appt and help for my new cpap issues, but only after another stressful phone contact.

Not having had a good experience before, the lack of trust forced me to call and confirm the previously promised appointment. Sure enough noone knew about the appointment! It seemed hopeless for me and I made the decision to not continue pursuing the health benefits that my Dr informed me I needed!

But after a lady at my Health Insurance Company advised me to continue and be an advocate for myself, I decided to give one last try!

Finally, AMANDA over phone from Madison office, considering my distress understood and got to the bottom of it. -It was not on the calendar but informed me that LOGAN would be meeting me!

LOGAN stayed later and met me in person. He was a lifesaver and made me gain trust in the company as he helped me out in different ways with mask options.

I learned that, beforehand, many things that I was told through the phone were wrong and he emphasized that; They do have a Respiratory Therapist and team on staff to help with Cpap issues! They are the middle man and they can contact the Dr if issues arise. I was told that I had to contact Dr. first! They do have a small selection of masks to show.

My impression is that answering services personel need to be coached unless this is the company's mission statement. These treat callers as a nuisance and provide incorrect info. I exclude this to be rare as I called different times and was warned by some.

I think a simple SOLUTION would be to assign a contact person for the new patient. This should happen at first appointment. Even an email. Making the first impression that the company and staff are there for you. Avoiding the first visit to be a cookie cutter experience.

That would have prevented a person to give up thinking this company would "not be there for when difficulties arise" and that I am just another subscription not a human being! That's where I was at! I felt I was dealing with an iternet commerce company!

Disclaimer; this is not about the stars, or personal gain. It's just to help improve things for both sides! We all need help in certain moments of life and we should add a touch of empathy to all interactions. Or else we can just start worshiping the material aspects of life and become machines focused only on material gain.

OLD Review; Evelyn, Alexa, Auna, Charlotte, made the experience feel like I was at home!! 5 star plus!!

I am used to dealing with folks in another state where they are not short and willing to help. There, you were able to contact the same couple of people who knew about your needs. And if they weren't able to help they would call you back with answers. I hope things are better when it comes to supplies! I sure hope someone like the names listed above would be part of my cpap care!

The telephone service is very hard to navigate and seems like you are talking to folks that are not concerned about your medical needs but just what insurance needs. That is what happens with Corporate! You end up speaking to someone who does not know about your needs and does not have answers. They don't even know of other facilities in the area. They tell you to "google it"!

Pre appointment, I was concerned about equipment availabilty. Noone new! But a lady helped me and had someone call me. But that person knew nothing and did not care! So I gave up for up that day. Overall it is very un-personable unless you get the right person!

Receptionists need to be a little more welcoming..... witnessed an event with another customer and I wanted to help her myself!

Overall, adapting to a life changing medical need is real scary. Some of these folks need coached about empathy and goodwill! Thanks so much to those few that were...

Edit: I reviewed Adapt Health as a whole. Aerocare is 5 stars out of 5 stars for this location but unfortunately you'll ultimately end up being billed by My Home Medical of Adapt Health or something. So while this company location was fantastic, I can't continue to use them when the billing issues get routed to their call center and their call center staff call me stupid. I would absolutely use this company for single delivery things that aren't going to be billed monthly (or several times a month at their liberty). But this particular location was amazing. They worked quickly to process the order and get it delivered ASAP. Literally. They came at 9:30pm on July 3 because there was a holiday the next day and they wanted to be sure we got our oxygen. The local office is great but the parent company is as bad as it gets so I'll revise my review to 3 stars.

Aerocare is fine but adapt Health billing was fired as fast as I hired them. They dropped off oxygen July 3 and they're picking it up July 29 due to horrendous customer service, particularly in the billing department. I move love how there was no issue getting an account opened, oxygen scheduled and delivered, everything set up, etc without a HIPAA release but as soon as there was billing errors they couldn't talk to me without a HIPAA release... Which is not the point in which you need one since there's no exchange of healthcare information at that point, just billing issues. I contacted Humana Insurance and then called their billing department again the next day. The guy in billing was looking for a fight and I don't know why. I got a bill from Adapt two days after the card was charged the amount they said they'd charge and it said not to pay because it was on auto pay. I got another bill a few days later for twice the amount of the first bill that said it would also auto pay but I had already gotten a statement that I had paid the amount they said it would be and Humana confirmed that was our coinsurance. No one could explain the second bill for double the first bill. I revoked auto pay access and tried to get an explanation and the guy just kept telling me I had never paid a bill and I was stupid and the second bill was the correct bill and if I didn't like it I could call Humana. He absolutely refused to listen to me and patronized me like I was the problem and not them for triple charging me with an all access pass to auto charge the debit card. I still have zero understanding what the second bill was for but apparently I'm stupid for asking. Instead of trying to figure it out I cancelled services and had it all sent back. I would absolutely not recommend this company if it was the only company on earth and when they do require you to auto pay, I suggest giving them a prepaid debit card that you reload as needed to prevent them from billing whatever they want. I'd also encourage you to review the legal actions against this company. I wish I had, I would have saved myself some...

UPDATE how strange that the day after I posted initial review, that I suddenly got a call that my machine and supplies is in, and that I could set up my instruction meeting on how to use everything that Friday. Everyone was as nice as they could be and the instruction was great!

But in this past week I've had the machine make me do two check in's, received two phone calls 'how are doing' (by real people), received over a dozen emails with various outfits related to this and a few texts - certainly overkill in the contact to make sure I'm doing okay.

The jaw strap is too big under my chin - I have a goiter and the thing keeps pressing into that. Can't use both head straps - the one for the forehead is too short to reach to attach to the chin strap. But am able to use the strap that goes around the back of my head as long as it sits relatively towards the top of my head - creating a halo of sorts when worn.

Upon some research, the thinner ones that just use like a chin cup, wrap around the base of your neck AND as a halo on top. I have TMJ and need to have my chin settling more forward, rather than being pushed back towards my neck.

This morning I woke with the chin strap barely on my chin and the rest came up over my mouth and was touching the underside of the nose pillow part. It's just too wide for my chin area.

The nose pillows seem too big and push the side flares of my nose up and sort of collapse the end of my nose (this is already the small size). But if I loosen the head gear, the whole thing falls off. It's an adjustment period - I get that.

Original post Somebody keeps dropping the ball over there and not keeping me informed if there is anything I need to do to help move things along.

Starting in June, It took them almost 6 weeks to tell me (after i called the first time) that they were waiting for the insurance authorization, and so I got that for them and emailed it in (August), that person failed to attach to my account.

I went another month waiting for my stuff thinking it was finally coming through, and I called back because it had not, and then another person told me there was no such attachment on my account, so I emailed it to her also & she confirmed it was on my account & said she'd forward it to her supervisor for processing.

Through it all I've been met with excuse after excuse - (we need ins auth, supply issue, we bought another company, we have a new computer system, supervisor is not in the office, etc)

It's been another month (Oct) and I still haven't received my start up machine and supplies, (and now told Super is out of the office that she'll call next week). I still have not received any communication from them as to what the hold up is & the person i spoke with today couldn't tell me anything.

I now have the doctors office involved and hopefully maybe go to...