I want to begin by saying that I did not receive IV services from this company, so I cannot comment…read moreon the quality of their nurses or care. Based on many of the positive reviews, I'm sure they provide good IV therapy. My review is solely about my customer service experience during the intake process, which ultimately led me to choose another provider.
On Wednesday evening, my husband was feeling ill, and I decided to try mobile IV therapy for the first time. I completed the online intake forms, which included many questions about his medical history, medications, and other health information. Since my husband was asleep, I answered everything as accurately as I could but wasn't able to confirm every detail.
After submitting the forms, I received an email that said:
"Thank you for booking with Rev(IV)al Hydration. We have received your appointment request. Our team of medical professionals will review your submission and text you shortly to confirm availability and provide you an estimated time of arrival."
Because the email said I would receive a text "shortly," I expected to hear from someone that evening. When I didn't, I assumed it was because it was after business hours and that I would receive a text first thing the next morning.
By 9:30 a.m. the next morning, however, I still had not received a text, email, or phone call. Since my husband was depending on these services, I called the company to check on the status of our request.
The representative explained that they don't send texts after hours, which I completely understand. However, I think it would be very helpful if that information were clearly stated on the website or in the confirmation email so customers know what to expect.
He also told me that my intake form was incomplete. Again, I understood that could happen. What I didn't understand was why no one contacted me to let me know additional information was needed.
During our conversation, when he learned that my husband is 75 years old, he commented that they don't usually take clients that age because it can be more difficult to start an IV. That statement surprised me because my husband has never had difficulty with IVs or blood draws, and it left me feeling that older adults might not be welcomed as readily as younger clients.
Between the lack of communication about my appointment, not being notified that the intake information was incomplete, and my concerns about how my husband's age was discussed, I decided to use another mobile IV service instead. That company communicated promptly, made the scheduling process simple, and was happy to assist my husband.
I hope this feedback is helpful. My experience may not reflect the quality of the services or care itself, but good communication before an appointment is just as important, especially when someone is seeking care because they are not feeling well.
I also hope the company considers improving its communication during the intake process. A simple text, email, or phone call to let prospective clients know that additional information is needed--or that requests submitted after hours won't be reviewed until the next business day--would have made a significant difference in my experience.
