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November 2024 by April Seidel
Not a happy customer. The class I took was great. But after that has been down hill. I was told I had to go back to my Dr to get progress notes to be compliant. I went but for some reason they are saying I have to go again and I only have like 2 days to do it. It takes like a month to get in my Dr office. I try to call Hart medical and I'm on hold for 20 min only to be transferred to another dept to be on hold for 10 min and then they drop my call. Annoying.
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October 2024 by Dale
Not a great experience! First off customer service is extremely important. I had an order for a BP machine. When entering the lady that I was told to talk to was very impersonal from start. No eye contact ,no smile, just kinda of a mean lady. She walked me in her office asked what was my insurance and said no your insurance don’t cover it, however she did not even attempt to put my order in and check if it was going to be covered. She was very nasty and lacked any compassion or simple customer service. Absolutely disgusting that this company does not take the time to hire individuals that cares about their patients. Moving forward, I contacted my insurance company since they were the ones that sent me there and they stated how is possible that they would have know if it was covered or not without putting order in, this is not the way they do things. Long story short was sent to Binsons and got my machine with no problem and extraordinary customer service. Moral of the story avoid wasting your time at this place. It’s clear that this business don’t care about people, which is why they hire individuals that lack the ability to be kind. Do better!
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October 2024 by Autumn Leaves
Have been waiting to obtain my items. One of them was ready as to one was not. I reached out and was told that they hadn't made contact with anyone at my Doctor's office. It was mighty strange that I can reach them whether it's by in the chart messaging or over the phone. Reached out over a week ago. Was on hold for over 30 minutes. Pressed the button to chat via text. They were of no help. Stated they would send a message for someone to contact me. That never happens. After a 35 minute hold today, 10/15, someone finally answered and stated that I could pick up my entire prescription. When asked why no one reached out, I was told that they did. Well, I have no missed calls, text message or voicemail that it was ready. I have never waited a month for a prescription. This is absurd. I just want to say thank you to the kind lady that was patient and helpful today from the Southfield, MI location.
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October 2024 by Lisa
The initial training started out great. I was hopeful with having the 24-hour number to call or text. But it all went DOWNHILL from there. The first mask leaks into my eyes (imagine feeling a hairdryer blowing in your eyes all night!)
So a guy helped me pick another mask on the phone. Do you want A or B? I didn't know anything about them and was just going by sight, so l wholly deferred to what should have been his better judgment! He sent me an FAR worse mask and the hard part pushes brutally into my sinusitis giving me a terrible sinus headache (which I don't ever suffer from.) The next lady on the phone broke the news to me that sinus torturing mask was the LAST mask insurance would cover, and another mask was $200! She ALSO said he chose that mask because it works well for MEN, but women's faces are far different! (I'm a woman.)
So now I have NO mask that works right until AT LEAST another 3 months when I can to try again. As I risk stroke, heart attack, and dementia while my brain and body is OXYGEN DEPRIVED! This is the worst follow-up customer service I've ever encountered! I've been in TEARS EVERY night trying to sleep with this machine, while they're making big money and big promises to their unsuspecting patients!
I would venture to say that the majority of these 5 star reviews are because they put so much energy into the initial training. Initially I gave them a very nice 5 star review based on their request Initially. However, I came back to correct it because their patient care is woefully lacking.
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October 2024 by Karen Stephens
Waited on hold several times over 30 minutes to speak to someone. Finally hung up and did text, still couldn’t help with my issues.!
Intake department is backed up in filling prescriptions. Waiting Over a month on my Bi pap machine. And several issues in my diabetic test strips!
Finally sent me a bottle of strips till things get straightened out!
Been with this company over 7 yrs recently they really let me down
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September 2024 by Aimee Herring
Customer service is lacking significantly in the Lansing store and over the main supply phone number. I feel I’m dealing with authoritative figures when I talk to anyone about supplies. I went to the store because my mask tore and wasn’t fitting properly and all they could do was “scold” me for compliance although I was trying to explain that one, I have auto immune diseases - lupus and Sjogrens which significantly dry out my nose and cause sores and the CPAp was adding to the pain of the sores and they needed to heal. Secondly, with a torn mask the air was coming out more and causing more irritation as there wasn’t a middle piece between the the two nostrils but they weren’t listening just continually talking about rate of compliance. After repeating myself several times, they finally replaced my nasal pillow.
Then I had an appointment with the PA in the very first week of August and she ordered new supplies for me to help with my autoimmune conditions. I didn’t hear from Hart after a couple of weeks so I called. They had received the order but said they didn’t have a compliance rate. I called the doctor and asked that they faxed the required information. This went on for a while. So there was a mistake on the doctor’s part, too but I felt Hart should have been following up as well instead of letting my order sit there. Finally, I get a call from Hart at very end of August to discuss my supplies. They are telling me how often I should change everything and I’m thinking “you haven’t given me supplies for 9 months, how sanitary is that?” Now it is September 20 and no supplies when I was told it would be 3-5 days at the end of August. I called the main supply number and waited quite a while only to be transferred then waited until about 13 minutes or more into the call before talking to someone in supplies. Madison told me they had a new system put in but she was putting my order in herself and promised it would go out Monday and I would have it in 3 to 5 days. I just hope rinsing the hose and nose pillow for 9 months is as sanitary as changing out the equipment like they recommend as my immune system is compromised and I have an unknown lung diseases as well. Hopefully, Madison keeps her word.
I really don’t feel Hart cares about their customers’ well-being.
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August 2024 by Kenyaire Williams
I was on hold for 2 hours trying to get an update on my order. No one calls you back. That is ridiculous then to find out the lady did not transfer to the right department. I ask to speak to a supervisor but she just transferred me back to the wrong department again! I will recommend trying to find a different medical supply company. No supervisor is available
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August 2024 by Jeff Mozal
I was having problems with my full face CPAP mask leaking, so I scheduled an appointment to have some assistance in determining what the problem was.
The first question the technician asked was whether I cleaned my mask daily. When I answered No, she said, "That is your problem". No trying on of the mask, no seeing if there was a problem with any of the other equipment. Nothing. I made the trip to your office for nothing, and your technician was very dismissive of other possible problems.
To make matters worse, she told me that I needed a full face mask kit replacement, which included headgear and the hard plastic mask, neither of which I needed.
In the following days, I replaced the mask cushion only with a new one and began to clean the mask and cushion daily. The problem continued, so the cleaning of the mask was NOT the issue.
So now, I will need to make a trip back to Hart Medical to have the problem properly diagnosed and corrected. That visit will be to a different Hart location other than Southfield. The way that I was treated was extremely unprofessional and uncalled for. The technician should have taken the time to properly diagnose the problem rather than just assuming mask cleaning was the issue.
Needless to say, I was very disappointed in this interaction with Hart.
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July 2024 by John Lopez
Dear Sir,
Either Heart Medical is an automated scam. Heart Medical is staffing customer service with otherwise unemployed persons. My experience left me feeling infuriated and manipulated. This happened Friday, July 12, 2024.
2:00pm I've been a customer for years and used to receive excellent service.
Heart Medical relies on an automated Internet order system. This site is incomplete, confusing, and misleading. Avoid that, call customer service directly.
2:05pm Googled Heart Medical because there isn't an app. Located phone number. There is one phone for multiple isolated locations. My service for Diabetic supplies was under the absentee supervision of SHELBY.
2:10pm Placed call to reorder G7 sensors. The phone was answered by a robot. I decided to wait the average 30-minute hold time.
2:45pm The Call was answered by an incompetent operator who was not capable of operating her console. Transferred to another building.
3:10pm Call answered by an incompetent operator not familiar with Dexcom CGM. Put on hold to consult with a supervisor.
3:30pm The Operator said sorry. Then confirmed my contact info as name, address, and phone number.
3:50pm The Operator needed to consult the supervisor about my Medicare insurance.
4:10pm The Operator said sorry. My insurance would not authorize my order. Possibly expired prescription. Placed on hold to consult a supervisor.
4:30pm The Operator said sorry. There is nothing we can do and indicated there were no options. Except, to wait three weeks until mid-August to reorder. I need three sensors or my diabetes will be uncontrollable. This could be fatal.
I said WAIT! What if I pay out of pocket?
4:45pm. I was put on hold to consult with a Supervisor.
5:00pm The Operator said sorry. The supervisor said that was an option. She needed to look up the price and availability.
5:10pm The Operator said sorry. Three sensors cost $450. Do I want them? I said YES. She didn't know the requirements for out-of-pocket purchases billed to my account. Placed on hold to consult with a supervisor.
5:30pm The Operator said sorry. Heart Medical will not process your order unless you pay by credit card immediately. Do you want to place your order? I said YES. She needed to consult with a supervisor. I said this is ridiculous. Put the Supervisor on this call. Placed on hold to consult a supervisor.
5:40pm. The operator said sorry. The supervisor said we can't process your order until you sign a form from Medicare. I said No, no, no! I have jumped through all your hoops to work around my Medicare, and now you want me to fill out a form to make Medicare happy! Well, the supervisor also said I could save money by buying them on Amazon. (How can Amazon fill a prescription without a prescription?)
5:45pm The Operator said sorry. I said this is outrageous. Put your Supervisor on the phone now. The Operator said sorry. We are closed right now. I said, tell your supervisor to speak to me, or else I will write a derogatory on Google about the horrible mismanagement that happened on her watch! Placed on hold.
5:50pm The Operator said sorry. The supervisor is not here. I have been dialing her beeper to contact her.
Well...it's now 6:45pm and I am no better off than when I started. And I need G7 sensors. That's Four-and-a-half hours of my life that Heart Medical ripped away from me.
John Lopez
61-year-old retiree
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July 2024 by Valisa Murray
My experience with getting my CPAP machine was great. The customer service experience is trash! I've called several times and everyone just wants to transfer me to the next person. When I finally reached someone's voicemail, I've left messages and no one is calling me back. I just want to add my new insurance and ask a question about my billing. Why is that so hard?
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July 2024 by Sriram Vaidyanathan
Had a difficult time getting Libre sensors re-filled for my mother. Even after the Insurance approved the payment, there was no communication from Hart regarding when the refill was going to be done. The telephone voicemail directed me to send a text and the text directed me to leave a telephone voicemail. While being persistent, I finally got hold of a representative who asked me to fill out an online form and I insisted that she stay on the line while I fill out the form. Finally the order was placed. If I had not helped my mother, she would never had gotten the refill.
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July 2024 by Yvette Sharpley
Andre was effective and efficient! He quickly put together a hospital bed for my mom…excellent job!!!!!
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June 2024 by Mark Liford
One star is too many , every time I called they would transfer me to someone else after saying oh you need billing , then next perso would say this wrong department and I would get transferred 5 times , this what happens when they work from home , they all keep transferring so they can live their days getting out of work
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June 2024 by MaryAnne Rizza
Have tried to contact Hart four times, 1st time on hold 40 minutes I had to hang up. 2nd time I selected option 1 for a call back, two days later no call back. 3rd attempt, now, still on hold it's been 55 minutes. 55 minutes of listening to awful recorded, extremely repetitions information.
HIRE MORE STAFF.
I, like most people, am very busy and I care for my 90 year old uncle so I'm really busy! I do not have an extra 4 or 5 hours to try and solve a billing issue. I will be shopping for a different compatibility provide my uncle's supplies!
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May 2024 by Earle von Steinen
In 2021 I started ordering my ostomy supplies from Hart Medical. It was excellent. Place my phone call, enter extension. Place my order all over within 30 seconds. Not that way anymore. One excuse after another why my order isn't sent. Today I've been waiting 3 hours for a return phone call about an order that was placed seven days ago. If I could you a star it would be 5 black ones. Raymond von Steinen
