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September 2024 by Angelina McGlashan
I have been back and forth for TWO MONTHS now trying to get my mom’s oxygen concentrator. I have had at least 15-20 phone calls. Always excuses-we need a new prescription sent, we never received her prescription. Please have your doctor resend it, we need a letter stating her criteria requirements, your mom needs an in office appointment , your mom now needs further testing (she is paralyzed and wheelchair bound). We have done everything they have requested over and over, but we just get sent in circles. The doctor has sent everything several times for them to just say sorry we never received it and then literally voided out the whole order for us to have to start all over again. They stated “Yeah if we don’t hear back we just void the order “. I am beyond frustrated. The doctors office is frustrated for having to do things repeatedly. I’m at a loss to what to do. The amount of time that I have spent, and my doctor has spent trying to get her oxygen is insane. Unfortunately, this is the company that has to supply her oxygen per Medicare guidelines or I would certainly go somewhere else. I got transferred around today and finally had to just leave a voicemail for someone named Amanda W. but of course my call was never returned again.
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July 2024 by Jason Cameron
Traveling from Canada for a week in New Hampshire, and I forgot a piece for my cpap machine. Peggy went above and beyond to get me the help I need, now I can sleep in comfort for the duration of my trip!
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July 2024 by Julie Quesnell
I have been with Keene Medical for many years for cpap supplies and their customer service was phenomenal. Then Adapthealth Corporation took over. It was okay in the becoming but over the last year it's gone downhill . I absolutely despise this company and I will have to find another company that can offer quality customer service in place of all the lies and constant phone transfers. I find it to be deceitful to continue to use the name, "Keene Medical" when that company along with their integrity is long gone.
I want to now point out the response from Adapthealth below. It's considered a "canned" response. That took a person or not 5 seconds to reply. I am not sure why they even bother because it demonstrates their lack of sincerity. There is no reason to bring up HIPPA privacy because my review did not warrant that. I only pointed out they do not provide quality customer service and are deceitful. Finally, look at what they said below, "Please contact us directly with concerns or if you need assistance. We would be happy to assist you." The whole problem is that I was sent from department to department to department. No one was knowledgeable enough to help me. They provided incorrect information because of the lack of proper training. Who would I contact directly? Sure, you are happy to assist me because you want my money, not because you care.
Update: My last phone call, I asked to have my account deactivated since I will not be returning.
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May 2024 by Douglas Towle
Request was made to my pcp for prescription for cgm and receiver without my request or authorization and products were sent to me and my insurance was billed product was sent back these are not legit people to do business with
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April 2024 by Wayne Oldack
Great service no, nice people?
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January 2024 by Christine Rodenbo
Terrible customer service and follow through. My provider submitted a prescription for CPAP machine in June, which Keen medical, then submitted the prior authorization to insurance. They failed to contact me as the patient stating further information was needed by my provider until I followed up with my provider in October. In the middle of November, I saw my provider who obtained the necessary information to get the prior aurn approved and my provider assured me she would send the office note the same day. Approximately seven days after seeing my provider, I spoke with an associate at Keene medical who told me they had received the note that day. This associate assured me that my prior auth would be resubmitted. I explained that my insurance would be changing at the end of the year, my CPAP machine had over 30,000 hours of use and the motor was beginning to sound funny. Today is approximately three weeks after that last conversation with Keene medical. They have reported that the note was incomplete from my provider, and they needed a new note, AGAIN!I turned around and called Anthem, my health insurance provider, to find out that no prior authorization request have been submitted to the insurance company since June 28, 2023. Keene medical dropped the ball and has failed to follow through in every sense of the word. I will not be using Keene medical again, nor will I be referring patients to Keene medical for their DME.
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November 2023 by Mary Musumeci
The woman that helped me was very patient and knowledgeable
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November 2023 by Robin
They have been excellent in getting me the proper equipment.
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November 2023 by Cotten Jeffrey Smith
We needed a hospital bed, standard mattress/innerspring, and alternating-pressure air mattress. Delivery was on time and convenient. Jon assembled everything quickly and explained it all to me. He was professional, courteous and friendly. One item is on back order (just a standard mattress cover).
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November 2023 by Emeli Pacheco
You always have what I need and the staff is friendly. Organized and sanitary as well.
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November 2023 by Andrew O
Fabulous personal service from the employees, really made the whole setup painless.
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November 2023 by burt k
Very helpful
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November 2023 by Carol Gariepy
Delivery was very professional and knowledgeable.
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October 2023 by Don G.
Ordered a new CPAP machine four months ago. It has been approved by Medicare and Blue Cross. They have even paid for it but no machine. Continually get a run around. "Need insurance approval" or "we don't recognize you." The worst experience if my life. Customer Service uncaring and not honest. Present machine on its last legs. They have been paid for a new one but just won't produce it. Unbelievable frustrating not to mention a health hazard to me. I will never deal with them again.
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September 2023 by patricia macarthur
Absolutely the worst DME supplier I have ever worked with. In the past 8 months, we have not received a full order, and what we have received has been incorrect. Phone calls are not returned, consistently transferred to voicemails or back and forth to other customer service agents, and our supply needs have yet to be resolved and fulfilled. By far, the worst experience I've ever encountered with a DME supplier.
