Unfortunately, my expectations for durable medical equipment providers is extremely low because most of them have absolutely horrible customer service and very poor follow through, but my experience with American Seating and Mobility took it to a whole new low. Setting up the initial review appointment took a couple weeks, though that was mostly my fault because I had a family emergency. That appointment took place on March 10. It is now May 1 and they have not even managed to get the authorization fax to my primary care doctor that is required to start the preauthorization process with my insurance. They rarely answer the phone. They never return voicemails, or even seem to listen to them. I very much understand this process takes time because I have been dealing with DME providers my entire life, but taking over a month and half to simply get a doctor's signature is unacceptable, particularly when the stakes are this high.
UPDATE: So when I tried to cancel service with this company after starting the process because there had been no progress, I was told that they had suddenly got everything paid for by insurance and it was ready to install. I asked them to reverse the charges with insurance because I had told the company that there was additional repairs that need to be done and there was never any follow-up, so even if they had everything that had been originally ordered, they didn't have everything I actually needed and I had already started to work with a different company. I thought it was really weird that they were suddenly able to get the claim through insurance, especially because my doctor had told me that she never signed any authorization after they said it was billed. I called my insurance company after speaking with the manager to see if they could speed up reversing the charges so that I could handle the entire repair through the new company, only to find out that they had never made a claim to my insurance! Not only is their service horrible, they are apparently not above lying to you to try to keep your business by force. Avoid this company! read more
