My initial appointment with Complete Home Respiratory Care and mask fit follow-ups were positive. John and Donnie were thorough, personable, and made sure I understood my equipment before I left. Unfortunately, almost everything after that has been frustrating.
The first issue was resupply. During a later call, I learned that my first shipment should have included an additional mask seal. I had already paid out of pocket for a replacement because I did not receive what I apparently should have received through insurance. When I asked CHR to correct the issue, I was told they could not because they had only billed for a 30-day supply and they "can't change the past."
Then I received a surprise bill several months after my initial appointment. I initially questioned it, but corrected myself after reviewing my insurance information and realizing the balance was accurate. CHRC's payment options are to come in during business hours, mail a check, or provide card/banking information over the phone. I can't come in during business hours, my checking account does not issue paper checks, and I am not comfortable verbally giving payment information so staff can manually write it down and process it after repeated clerical and supply errors with my account. I have repeatedly said I am willing to pay, but the problem is that CHR does not offer a secure payment option that fits in my schedule.
I asked for them to send a secure payment link, electronic invoice, or ACH option. Multiple staff members acknowledged that online payment would make sense, and one staff member told me the owner has heard this request before and "just won't do it." For context, there is a weekend taco cart in town that offers online payment...but CHRC won't.
The next resupply became an even bigger mess. On 5/29/2026, I was told my supplies should be sent within the week. On 6/4, I learned the order apparently had not been placed. On 6/12, I was told it had finally shipped and should arrive by 6/15 or 6/16. On 6/17, after still receiving nothing, I learned the order had not actually shipped and that my resupply had been inactivated without anyone telling me.
When the delayed shipment finally arrived, one month late, it was incomplete again. This was supposed to be a three-month supply, but it was missing a mask seal. I also received a text saying I was eligible for a resupply, which made no sense given that this was supposed to be my current three-month supply.
When I called again, I spoke with someone in resupply who was kind and tried to help. I appreciated that. But I also learned that the notes on my account apparently characterize me as someone who "will not come in to pay," "won't pay over the phone," or simply "refuse[s] to pay." That is not accurate. I have repeatedly said I am willing to pay; CHR just has not provided a secure or practical payment method. The owner emailed me directly, I responded to that email, and he has not replied for over a week and a half.
This experience has not matched the customer-service standard described on CHR's own website. A company that says it understands the unique needs of the healthcare industry should understand that patients in school, work, clinic, or hospital settings may not be able to appear in person during limited business hours just to make a payment or resolve a supply issue. A company that advertises personalized solutions should be able to offer more than conflicting shipment updates, in-person payment, mailed checks, or manually taking payment information over the phone.
This has become a pattern: missing supplies, refusal to correct errors, conflicting shipment updates, inaccurate account notes, no practical payment option, and dismissive responses. Based on my experience after the initial setup, I would not recommend this company if another DME provider is available. I am seeking care elsewhere. read more
