I can't thank the people at New west medical and in particular Faith for their help. We are in n…read morethe middle of a 2 month vacation and ran out of oxygen. Faith went above and beyond to help me get a tank so we can last until we get home. Great customer service!! Thank you so much!

Beware, Broadway Medical was bought out by New West. Now *they* have to decide whether or not your…read moreequipment is necessary, even when prescribed by your doctor and already approved by your insurance. I am not the only person with this experience, read other reviews about New West lying about insurance approvals and denials. This is an absolutely atrocious transition from what was a kind and considerate local medical supply company. There has not been forthright or transparent advertising about the change, so be forewarned - the company that bought out Broadway Medical is an example of the worst of our for profit healthcare system. Even though they still list a local phone number, when you call, you will never teach the same place twice, and will be lucky to reach a representative who listens. When I first encountered this issue helping my grandmother recently, I chalked it up to transitional difficulties. Now, it is apparent that their business model is to make it as difficult as possible to actually receive equipment - even though they certainly can charge insurance with a quickness. We're still trying to figure out how they charged an elderly woman's insurance for equipment she never was able to pick up. Fast forward to last week my doctor sent in a prescription, then New West sat on it. Each different person I reached on the phone had a new version of events - one said they got half the info they needed, one confirmed they had everything they needed, the next said they were still waiting on the paperwork their coworker had confirmed they had received. I finally reached my peak frustration when I was told New West needed to have my full case notes and medical file so *they* could determine if I needed the machine prescribed by my established doctor, even though my insurance had already received that information and approved. Keep in mind, this is also an aid that I have had in the past and had absolutely no issue receiving promptly from Broadway Medical. The solution she offered me was I could drive to her office in Chico to look at the paperwork she had on file and what was still needed (?!?). It is truly sad when vultures like this company snatch up critical medical supply businesses in rural communities. We are trapped without alternative options for something that was previously incredibly simple. Admittedly, after months of back and forth, constantly changing stories and not getting basic medical equipment for my loved one and myself, I swore at the very condescending man I spoke with about how it was ****ing ridiculous for them to require more than my insurance, demand an excess amount of my personal medical information and withhold basic equipment prescribed by my actual doctor. Be forewarned, they're happy with patients suffering in pain due to their ineptitude but their delicate sensibilities cannot abide by adult language. I've been freed of being lied to by them several more times, because they refuse to service customers who finally have had enough of the run-around and provide verbal consequences for their antics. A word of warning, however, if you also decide to stand up for yourself - a New West representative retaliated against me and wholly misrepresented our conversation to my doctor. He fabricated that I didn't just swear at him, but used racial slurs. That is absolutely not something I would do, and the people in the car with me for the entire conversation can also attest that did not occur. Furthermore, I am myself am BIPOC, which they would have realized had they bothered to look at my demographic information. This is a rural community well known for the disparate harm faced by indigenous women when attaining medical services. The escalation in his retelling of our conversation could have resulted in my losing my primary care physician, in an area where there are very few others capable of taking new patients. It's truly appalling how New West deals with rural communities with marginalized populations, and the lengths they will go to in order to block care.