Awesome. Context: I've been a CPAP user for over a decade. And this is the third provider that I've used. So I know what I'm talking about. Their customer service is second to none. When I initially switched to Bay State they were incredibly helpful, including switching all of my account and other relevant information to them; it was seamless. My machine just had a hiccup over the last few days. Called them and they immediately switched me to Jay, a technician. He walked me through some of my machine's settings to be sure that all was correct (it was). He could do no more over the phone so he put me on hold and called their Hanover (this) location. Came back on and said I was welcome to stop by with my machine and Daryl (hope I spelled his name correctly) was waiting for me if I could pop by in the next hour or so. I did exactly that. And within 10 seconds of looking at my machine Daryl solved my problem. No new machine needed (along with the several hundred dollar copay); just an adjustment to the filters in the machine. Their every-three-month resupply process is wonderful. Get an email; answer some basic questions about usage and what exactly you want replaced; supplies appear in the mail within a week (or less). Again, I've been at this for a long time. Bay State Medical knows what the are doing and knows how to deal with customers/patients properly. read more

Always helpful, always efficient in filling orders. Every representative with whom I've dealt has been friendly, knowledgeable and helpful.

I went to this business after my previous cpap distributor shut their doors. I received a new cpap auto machine on my first visit. The tech was very helpful and pleasant. My machine was making an annoying whirring noise that prevented me from sleeping so I returned it and requested a new machine. I have 4 years of experience with the same type and brand machine, so I know what a good quiet machine should sound like. When I called in to set up the return, the representative (Ashley, who was helpful and professional) told me authorization would have to come from the manager Todd (I'm told now president of the company). It was explained to me that (per Todd) I would be offered a one-time machine swap and if I wasn't satisfied I would have to go find myself a new supply distributor. This is the reason for the one star review. The upper management apparently is more concerned with maintaining their reputation as a 'low returns' distributor with the manufacturer, than they are with taking care of the customer. Fortunately for me my old machine (which I thought was failing) was just making some intermittent noises know as 'rainout' when there is too much humidity in the cpap hose. I'm still using it and purchased another great machine thru an online vendor to have as a backup. There were a couple of techs I dealt with that were outstanding and delivered great service. One was named Scott and unfortunately I do not have the very first tech's name that assisted me. She was great. I would give them both great reviews. In conclusion, I think this business could provide a positive experience and service to individuals in need of cpap machines and equipment. They have some great employees. However, my experience fell way short of satisfactory and it's been reflected in my review. read more

Bay State Medical is a 5 star company. I find the staff to be most helpful and the deliveries arrive quickly. I only have to place one call to order supplies. I never have to make follow up calls for any reason. I highly recommend Bay State Medical Bay. read more

The people working the phones and that handle customer service are obviously overworked, hate the job or under paid because as a customer it's palpable. Next referral from my insurance I won't be using them or referring friends. read more

7'ish yrs with this company for my Cpap supplies. Very happy with them! Required a 2nd fitting to try different mask, accommodated my schedule. After I moved from northern VA to VA Beach conveniently sent a different nasal pillow systems for trial, more comfortable. Convenient emails for reordering supplies. Slight insurance change, easy billing adjustment. Always quickly responsive for issues (rarely). Always nice staff on the phone. Time is $ and they value theirs and mine. I've graduated to dental appliance, yeh! Wanted to say thanks for the great service! read more

Bay State Medical is a top quality business. I have been working with them for nearly 10 years for CPAP and BiPAP machines, usage and equipment and they always live up to (read: Exceed) my expectations. Bay State provides Excellent and Prompt Communication, excellent positive Attitude. This is a very Customer-Centric operation. Thank You from a Very Satisfied Customer PS unfortunately there is no 6th Star, cuz they certainly deserve that rating read more

Once past administration, the techs are great. However, admin people get very snooty when explaining what they need from the doctor to set up an account. They offer no help in talking with the doctor to get information they need, and invariably you end up misstating some detail to the doctor that ends up causing Bay State rejecting the information. They offer no help in coordinating with busy doctors resulting in long wait times and frustrating experiences. It just wasn't worth the time and effort, when other companies offer the help with minimal problems transferring accounts. read more

I have payed my invoices using auto-pay. After my card was stolen, I called, spoke with a representative and provided my new card number. Despite this fact, I still received an email stating that my payment was rejected. Of course, they were still using the old card number. I went online in an attempt to update my information and pay the bill. Both the invoice number and the account number were required. Of course, the invoice includes the invoice number BUT NOT THE ACCOUNT NUMBER!!! This is unprofessional and incompetent. Thankfully, I am switching to a mouthpiece and will no longer need to rely on supplies from Bay State Medical. Can't wait. read more

Had a CPAP machine delivered today. The technician who delivered the equipment and showed me how to use it was on time, very professional and kept the mood light. I can tell that Bay State Medical puts a strong focus on their customers' satisfaction. We are very very happy with this provider so far, based on this first experience. Thanks guys! read more

Brand new CPAP user. The Hanover office has been great. I have already recommended them to friends/colleagues. PROS: Quick to answer calls, communicate efficiently with dr., and insurance. Quick appointments (on site) for fitting, and a week later a refitting. Professional techs, and Leslie and office manager. Pleasant experience all around. Sleep coach calls after a few days of first use and is available via phone on continuing basis. CONS/ Recommendation: a pamphlet that shows various masks available, along with their pros and cons - an AV presentation would be helpful. PS No issues with insurance; no credit card required to be held on file. read more

I have a Phillips CPAP machine supplied at great expense by Bay State and now it has been recalled. Not a word from Bay State about the recall or what to expect. I called Bay State today, 3 weeks after the official recall notice went out from Phillips, and got a very defensive woman on the phone who only wanted to get off the phone and did not have anything useful to tell me. I've been a customer for over a decade and that's the best they can do? Pathetic! read more

The folks at Baystate Medical are the most professional and "bend-over-backwards" helpful people of any DME supplier that I have ever dealt with during the past 30+ years of needing DME. Todd Adams, the GM, and his entire professional staff, cannot be faulted. Of course they are human (thank goodness) but if they make a rare mistake the staff are only too happy to fix it immediately. I have been trusting Baystate with my medical equipment needs for over 16 years and I am not going anywhere else. I believe that you would be happy with them too. (PS: I am not an employee and this is not a paid review. Just honest review about some good and honest people.) read more

My sleep doctor set me up with this company for my CPAP machine and supplies. Have not been that impressed. I've had issues in years past with giving any company unfettered access to my accounts or credit cards. Too many mysterious charges. So as a general rule I don't give companies my credit/debit card number to "keep on file." I just got a letter stating they now "require" this to fill my order. Here's an idea, invoice me before they send it. They get paid and I get my supplies. I'll call them Monday, but if they won't bend on that I'll tell my sleep doc to find me a new company. There are enough competitors. read more

I am a CPAP user and my sleep doctor clinic (www.sleepdoc.com) uses Bay State for providing patients equipment and supplies. For over a year I have had no response from Bay State Medical supply regarding replaement of head gear parts for my CPAP machine. When I have called there I have gotten distant and angry reponses on the telephone, and a complete lack of service or courtesy. I know that my sleep center has sent over a prescription for supplies as a Bay State telephone representative stated I needed, but I have not heard back from her in over or anyone else at Bay State in three weeks. I hope that my sleep center finds another more cutomer-focused supplier, and will request that they do so. The head gear I am using now is over two years old and really starting to deteriorate. read more

Avoid this company if you can. I went through 3 CPAP masks and was told by the staff that there were no more masks available. This was not true. There are many types of masks, as I found out later. Forget about them calling you back too. read more

Awful, awful, awful. Showed up hours late, told me insurance would cover everything. 6 weeks later got a bill for $600.

I guess they are ok, happy to sell you stuff at any time - except weekends. Equipment failed? Oh, too bad. On Monday they can help. I guess sleep isn't that important for a few days. read more

My experience with Bay State so far has been very positive. I used to have Lynn Care. Comparing the service between the two, this company has been very pleasant to deal with as opposed to the rudeness of the techs and cheaper materials provided by Lynn Care. read more

They provide CPAP equipment for my wife and myself. They are professional and have very helpful.

This company has a management and staff that are both rude and hopelessly incompetent. I gave them every opportunity, but over a period of a few years I would get sent the wrong equipment, or get snotty responses to my questions, or not have any information sent to my doctor for an appointment. In one instance, they actually sent my doctor a report that was two years old, so they didn't even bother to look at it before they sent it. In fairness, the sleep therapy software is very difficult to use, but their inept supervisors clearly don't train their staff to use it properly. I now use Roberts Home Medical, and they have been helpful and professional. Bottom line: If you use Bay State Medical to get sleep therapy equipment, expect to have many sleepless nights from the aggravation that they will cause you. read more

I'm so frustrated that any questions about operation of my machine must be addressed to my individual sleep coach. She is not available live. Days can go by without a reply. If I want tips on engaging my humidifier someone should be available or at least there to direct me to a FAQ destination via phone or website. The positive experiences I've had with Bay State are on-time delivery of the product and an advance call before technician arrival. read more

I wish I had read the reviews before receiving my equipment. The whole process seems to be structured for the convenience of the company and not the customer. Had I known I had no choice I would have done without. I say all that to say that if you (like me) don't get the right fit for your face mask in the first 30 days, you have to wait until it is determined by your insurance. That seems like something that I should have been told. I am just out side of my first 30 days and my mask is awful. So my doctor has recommended that I be refit, but BSM says it will cost me unless I wait the 90days. Guess they can come get the machine then. I don't fancy companies that block of half days for something that takes an hour to do. Nor do I excite in using my Saturday to visit one of your facilities. When I did call to schedule to come in on a Saturday there were no appointments available within my 30 days. Needless to say the woman on the phone was extremely rude. I will find another insurance company so I don't have to deal with this. I have no clue how to replace my equipment, service or clean it. The person that delivered my machine was courteous and very helpful. Have left the doctors office requiring a new mask and receiving a we can't help you call..... Like Charles D. said expect sleepless nights, that is exactly what I am experiencing. Go to Amazon for what you need. read more

Tech who did the set up was great. When it turned out that after 45 days that my mask was not fitting good, Bay State will not replace with another type of mask and would not even try and work with insurance (that disallowed it as too soon). I had to work with insurance directly. I got an automated call about supplies, but no way to handle online or through the phone. Once they get you set up and get your (and insurance company money), their support is almost non existent. read more

The tech that delivered my equipment on 12/27/2016 was on time and professional. She was invested in my learning about and understanding all the physical pieces of my equipment and paperwork/instructions. She thoroughly explained cleaning the equipment and the importance of adhering to a strict cleaning schedule. I surely can identify with all the negative reviews...the increasing numbers of incompetent employees in our country is staggering. The lack of parenting, the immoral parts of global technology, and the government for removing consequences from students for misconduct, trash mouths, unbelievable back talk/disrespect, overuse of IEPs, free use of persnal technology and social media in the classroons all day, turning a blind eye to students using cell phones to answer quiz/test questions because tainted statistics and high graduation rates are required or our (mostly) dedicated teachers and admin face fierce repercussions from the upper echelon in the public educational system. The continuing breakdown of our society continues to take its toll. Wait until these highschoolers join our workforce. I am glad I am in the final couple decades of my life. read more

I've been using Bay State for over 5 years. Techs always showed up on time. The company has always been responsive and flexible when I wished to try different masks. They send supplies promptly and full fills orders accurately. Staff has been friendly and courteous. read more