New England Home Medical Equipment LLC — Local services in Sandwich

I along with the other thousands of customers at Dexcom was forced to switch to NEHM when Dexcom decided they would no longer fulfill orders directly. I actually hand picked NEHM of the suppliers that I was offered because they had the least negative reviews at the time...however in my experience they have still been absolutely atrocious.

I have records of the transition process from Dexcom to NEHM beginning as early as March 8th. Due to a lack of communication and competence on NEHM, it took weeks to cancel and request a new prior authorization with them for sensors. I did not receive product until June 25th, nearly 4 months later.

Because my pumps functionality relies on the use of CGM data, I was forced to opt for the quickest solution which was to borrow a sensor from another diabetic family member.

When my shipment from NEHM finally arrived, I had to replace my family members sensor.

Now, three months later, it is time to reorder new sensors from NEHM and I'm being told that I'm not eligible to order new sensors. After being told this I remember why there is a discrepancy in the number of sensors and explain that to NEHM, and ask that they send me an emergency sensor. I'm quickly told they cannot ship emergency sensors, but would be more than welcome to pay out of pocket for new sensors.

NEHM refuses to acknowledge that their incompetence and inability to quickly and accurately onboard customers, fulfil new orders, etc. is what caused me to borrow and reimburse a family members sensor in the first place. Taking 4 months to get product to a customer and then shifting blame back to them for the reason they are low on supplies is entirely unaware, uncompassionate, and infuriating from a customers perspective.

Please if you can avoid them at all costs. If my future experiences continue to be anything like the last, I will be looking for a new supplier.

UPDATE

After 4 hours of holding on the phone today and speaking to 3 separate people reexplaining myself (one of which exclaimed "oh my god" verbally on the other line when I pressed asking for contact info of someone who I was told I should expect to hear from), I was able to get them to agree to replace my sensor with my next shipment. The shipment has yet to arrive, but whether or not they fulfill their promise of replacing my sensor I will update in the future.

By all means not a pleasant experience, long hold times, I presume not enough staff, some unprofessional and rude, being rushed off the phone as they clearly don't care about solving your issue -- just getting to the next person. All that being said, I do want to give them credit for trying to write their wrongs.

And will say among all of this, the representative I spoke to today, to whom my case was escalated to, Genie, was excellent. She understood my concerns, was polite, explained to me clear steps to moving forward, and followed up with me a few minutes after my first call with her to let me know that my issue was going to...

When I first started using them for my diabetes supplies, they were fabulous and actually checked with Medicare about shipping rules. But then the person I was dealing with retired and they became just another medical supply house. When I had an issue and asked to speak with a manager, I was promised a call back - never happened. When I pointed out that they were misinterpreting Medicare rules, I was ignored. I sent them the Medicare info - no response. I could have stayed with my 1st supply house for this type of service. It is disappointing to see them go from great to medical supply house ordinary. The people who take the orders are pleasant to speak with, without that I would have given NEHME 2 stars.

Update: I was contacted by NEHME and the issues were discussed. Awaiting an update from Corporate. NEHME was bought out by a large med. equip. co., so went from a locally owned small customer oriented company to corporate. I hope to update again & with good news.

Update2: After a sputtering start, the customer service reps seem to now know the Medicare rules and I have had no issues in getting supplies in a timely manner. I am changing the star rating to 4.

Update 3: Briefly they were good but the past 2 orders they barely rate 2 stars. Local customer service is gone, all CS is out of a central CS center with people who have a variety of heavy accents which can make understanding difficult. At least they have a callback system (usually takes hours). There is no way to tract your order adding stress as one's supplies near zero. No order tracting on their website, no order updates to your email. So you have to call. So far, they have managed to get the new supplies in before hitting zero. Update #4. NEHME was bought by AdaptHealthCare Group, better name would be inept health care. Mar. 2023 I just barely got my supplies in time. In Apr I told them goodbye, I found another supplier and last week Inept sent out supplies even though none were ordered. It took 3 phone calls to get a return label. Each time they asked if it was pump supplies. Each time I said, I hadn’t ordered it and have not open, so don’t know what is in it. I think what finally got through to them was that legally, the box was mine and I had no obligation to return it and told them get me a label or I...

Should be illegal. I’ve used this company for a few years and they were great. They sent text message Y or N messages when to reorder medical supplies and everything was perfect. They recently just got bought out and stopped doing that and now everybody has to calculate when their reorders are. It doesn’t seem like a big deal unless.. My daughter is a type 1 diabetic child a new to a pump which we know can kill you overnight or within hours if there is an issue. Thanks to their brand new “no notice” refill system.. I noticed on day 7 instead of day 10. I called and said I was scared and would pay out of pocket for overnight g7s to go with her insulin pump and they said they would charge me $80, but then the over seas receptionist (not looking down on that, because I use them myself) also said it would be free if I could wait 2-3 days and asked me how many days I had left, and I said 6. Now it’s a Saturday night 7 days later and I’m on the phone with doctors at 11pm figuring out what to do without a dexcom for the weekend because 7 days later it’s still not here and I have to wait until Monday. All of the doctors in the office are aware of this problem and are telling everyone to stop using this company since it’s new management and to switch to “ Bedard Medical”. My daughter uses this company for her pump and are wonderful providing text, email, and phone call receipts and confirmations of everything. I feel as though the new practices of New England medical supply are not only scorned upon by professionals, but should be illegal. This is scary life or death stuff you’re dealing with here. I urge everyone reading this to follow us over to Bedard, and shame on you- New England medical supply. I’m a business owner myself and you shouldn’t be practicing until you’re ready, especially obviously in this genre of practice. Get it together then relaunch… don’t send people though overseas calls, non deliveries, medical emergency calls, and sleepless weekends … get it together. If you can’t afford to do it right, then don’t buy it! Your profits are not as important as...