BUYER BEWARE! Don't use this place!!! I had been trying to get a wheelchair since December 18, 2018 when my husband originally dropped off my prescription at DME. When I purchased my first chair from DME, I had no problems whatsoever. Everything was handled professionally, therefore that is why I went back to DME again, expecting the same type of service. I explained that I wanted the exact same wheelchair again. One of the employees called me back and said that it would cost $13,000 for the chair. I told her that we found the same chair online starting at $2,500 and I didn't need all of the extra bells and whistles. I'm not sure why she told me that it would cost 5 times that amount???
I don't know if they changed management or what but this time it was a total nightmare, due to their lack of COMMUNICATION! I had to start a journal because of all the problems that they created. Therefore, I'm going to provide dates of the timeline that it took trying to get my wheelchair. DME's response wants you to think that it took only a couple of months, but that is a bold face lie! I called on 1/7/19 for an update to see if everything was sent out and was told that nothing had been submitted yet. She said when it does get submitted it will take 4 weeks. Again, they didn't submit my paperwork right away, so over 6 weeks later on 2/26/19 I received a denial letter from my insurance. I notified DME on 2/27/19 to see what we need to do in order to appeal the decision as the denial only noted two items that needed more detail. I was told that they needed more paperwork from my doctor, so I saw my doctor on 3/5/19 and she said that she would re-send it to DME again. I waited a few weeks and called my insurance on 4/9/19 to see where the appeal process was at and I was told that DME NEVER submitted ANY paperwork to appeal the denial on my behalf. I called my doctor, who told me that they DID send the paperwork back to DME the same day when I saw the doctor on 3/5/19. I also left a VM for the manager at DME on this day as well because it seems like the lady working at DME doesn't know what she is doing. She tells me one thing and then doesn't do anything. And yet again, I still never received a response from DME.
On 5/9/19, I spoke with my insurance, who told me exactly what the doctor needs to write in his letter. I explained that I'm not asking for something different. I want the exact same wheelchair that was approved six years ago and was originally purchased at DME. I saw my doctor on 5/20/19 and explained everything to him. He then faxed his information over to DME. Here we are 5 months later after we initially dropped off my prescription and 2 months later after the appeal was supposed to have been submitted. My husband went to DME at the beginning of June to see why it's taking so long to submit the appeal paperwork. He was told that they needed to submit paperwork for an E1220 wheelchair instead. On 6/14/19, I called DME and spoke with Andy. I explained all of the problems that we've had with his company trying to get this appealed and because they took too long, I have to start the process to request a wheelchair all over again now. He agreed that it was not handled properly and that either him or his associate will call me back the following week. On 6/25/19, I was told by Andy that all of the paperwork was faxed to my insurance to see if we can get approved for an E1220. I tried to explain to him that I already spoke with the clinical intake team and they told me exactly what needs to be noted to get this approved once and for all. He said that someone would call me back. No one called me back in two days as promised, so I had to call Andy again on 7/1/19 to ensure that everything was done and he said that he was now waiting for my doctor to sign off on the wheelchair material before they could submit it to the insurance??? He told me on 6/25 that the information was already faxed over to my insurance??? This is just another example of how they don't know how to communicate with their customers, telling them one thing and doing nothing. It is now over 6 months later and still no Wheelchair!!! I did everything possible on my end to ensure that they had all of the information that was needed but they just sat on it. Had they handled this properly the first time it would have never of gotten to this point. I had no idea that by bringing my business back to them, things would be so messed up. That is why I DO NOT recommend this company.
After 9 months of trying to get my chair, I went to a more reputable company instead. They were totally professional and I was able to get my paperwork processed within 2 weeks and EVERYTHING was approved. I now have my brand new wheelchair. DME doesn't know how to treat a customer, let alone a previous customer, so don't waste your time with this place. They ARE not worth the HASSLE! read more