A 1-star rating is overly generous. I had been a client for several years with no complaints. Then over a year ago my cpap machine died and I contacted NW Medical. They had me come to their office for a new machine as they said my old one could not be repaired based on the problem I had with it. First though I would have to pay a rental fee of $300 which would be reimbursed once my insurance kicked in. When my reimbursement was not forthcoming I was told that I had to see my sleep doctor for a new prescription. I complied. Still no refund and I have tried repeatedly to be reimbursed. Months pass and I am told that instead of a refund I will instead have the money applied to my supplies. I order supplies and later receive a letter cancelling my order. I call them and they tell me I need to see the sleep doctor again, in person per Medicare and it doesn't matter if I had recently seen him. I see my sleep doctor again. I place another order and afterwards get another cancellation email. I call again and they tell me Medicare declined my request as my sleep apnea is not severe enough ( I have had sleep apnea for several years at this point) and I need to have a new sleep study if I want supplies. I call Medicare and they deny ever having been contacted by NW Medical and say that they have never mandated anything. At this point I am just done trying to deal with this enterprise and file a report with the Better Business Bureau. Unfortunately, NW Medical failed to respond to their attempts to resolve this issue and the BBB finally closed the case and instructed me to contact the State Attorney General. I will follow this recommendation, but I feel that this situation is inexcusable. read more

Northwest medical despite my insurance allowing a direct purchase tried to force me into renting equipment before purchasing it. So I paid cash and they refused ti give me my medical records so I could be reimbursed. After I contacted the Atorney General they reimbursed my cost, but to date I still have not received my medical records which by law they are required to supply at a patients request. This is an example of medical equipment company putting money ahead of customer care. My advice is use another company. read more

Avoid this business at all costs. They will try to sign you up for a payment plan, then bill the full amount. Was told my monthly bill would be approximately $12, then got billed $75 ( which includes supplies I neither ordered, wanted nor received). Ostensibly, this is how they stay in business. They bill the insurance the full amount, then try to scam their customers into paying on top of that. Customer service is non existent. Don't believe me, then just read the other reviews. read more

About a month ago I had to call to report that my portable oxygen would not charge. Was told they could deliver next day. That didn't work for me as.I need it for work. Option to pick it up. Missed a day of work. my daughter went to Auburn location and swapped mine out. Got it home only to discover they didn't put a battery in it. She had to drive back down and get a battery. Now a month later machine still won't hold a charge. Rep was at my house to inspect home concentrator. Brought to his attention. Said he didn't have any or supplies with him but he could deliver to me at work in the morning. As long as it's plugged in I have 40% which doesn't last long. Friday morning at work he calls to say they can overnight me a battery Fed Ex. Will that work for me. I guess as long as it will be delivered to me Saturday I rely on it to leave my house. By 1:00 pm Saturday still not here. Call and leave a voicemail. call the number on the machine. it puts me thru to a call center. They take my information and say someone will be in contact. Guess who calls. the rep that promised me the battery. "nothing he can do as they don't service portables on the weekends" He was sure it went out but if not it'll arrive monday. What am I supposed to do all weekend? Or get to work on Monday. Asked for his supervisor name and he gives it to me followed by "she won't call you on the weekend" and if I help you today I won't get paid. read more

Front desk was very unprofessional not in in line with a medical establishment. Came in for a retail mask purchase which was not possible here, but still unprofessional. read more

They take my order and 3 weeks later I check fir my equipment, they told me they will fix , 2 days later they canceled my order. read more

Northwest Medical - Medical Supplies Near Me - Auburn, Washington

At first I left a bad review because I had to wait over an hour on hold. I think that it may have been the microsoft thing that set all computers on thier ear. I made an appointment and have never had such good customer service. The lady spent an hour and 45 min with me helping me to get comfortable. I took my machine home and love it. read more

Truly terrible service. Called every single week to get a status update and plead with the customer service rep to tell me if anything was wrong before my benefits expired in two moths. Every single time it was "Everything is good, don't know why its not processing. Should happen this week." Then a week before my benefits expire I call again and get told "We are missing documentation and have been waiting a month for it. Can you get an appointment to see your doctor today?" In the last week of December. Just because you cannot breath at night or will lose benefits doesn't mean they have to give a Sh*t. read more

Terrible. Absolutely terrible. They don't answer their phone. They don't return calls. They are in Auburn which is far far from Seatt

I was referred here to get a CPAP machine. Once I was initially set up they pretty much stopped communicating all together and when I had problems with a fit and indicated to them that I wasn't using the machine because I was struggling with the mask they never contacted me again. They allowed my insurance to pay until the end of the year and then they started billing me directly. It was truly a miserable experience and, although I would love to actually get help with my sleep apnea I'm hesitant to get involved with another company like this. read more

Consistently sent the wrong supplies, sometimes two or three shipments in a row. All I wanted was a $50 mask, but they sent (and billed me for) $300 worth of stuff. Then the returns mysteriously "never made it back to our office" so there was "nothing they could do". Save yourself a huge headache, go literally *anywhere* else. Their ordering system is totally out dated, they bill insurance for weird things you need to then get fixed, they require you to solve problems over the phone and hang up on you or route you to no where. read more

Customer service is horrible. Always placed on hold with long wait times and then sent to voice mail. Due to poor customer service, another vender has been selected. read more

I have been with Northwest Medical-Auburn for over a year. My prior 5 years was with a different company which was terrible. I have only good things to say about the staff at NW Medical, the attention to detail, and availability of communication. Very happy! read more

I am shocked that this company is still in business. The worst customer service. I spent so much time on hold on numerous occasions only to be sent to voicemail and never contacted. I stopped paying my monthly rental just to get someone to call me. Guess what? It worked, but i missed the call and when I called them back, straight to voicemail. Do not use this company unless spending hours in hold and getting crap services is your thing... read more

This place has some of the worst customer service I have ever experienced. Their receptionists are quite rude and it always feels like an inconvenience to walk through the door. I sometimes have to call numerous times in order to get the information I need. read more

If you are disabled or need any kind of CPAP help beyond the bare minimum, do not use this company. I have MS and other issues and am largely housebound, and I made the mistake of believing that Lynnea was on my side. I've since learned much about CPAP companies in general, so this is a two-star review rather than one; the "extra" star is because as far as the basics, they delivered. However. I have a lot of problems around sleep and Lynnea did her best to convince me none of them mattered. She admitted to knowing little about MS and was unreceptive to the idea that maybe someone working with MS patients should know more. She never asked me a single question about my life or setup, just made assumption after assumption and spewed bad advice based on those. When I complained that I was getting night sweats with the machine, she told me to "wear less clothes to bed" before even asking me what I DO wear. When I told her I'd be joining a study that required me to have my regular sleep, her "first thought" (her words!) was that they'd want me to be on the CPAP. This was the despicable comment that finally made me see she had no interest whatsoever in my health. In addition, she was outright deceptive concerning my insurance situation. This is where I feel she scammed me based on my ignorance. Once I trusted her, I was made to feel that if I did not use the machine I would owe insurance a great deal of money. Once I talked to insurance, I learned that it is Northwest Medical themselves who makes the claims. I am disgusted by this manipulation of an ignorant disabled person. Luckily I know how to be my own advocate, but I worry for those who don't, and come into contact with Lynnea. This place is about making money. NOTHING ELSE. They do not care about your health. They only care about what they can squeeze out of you even if it makes your health worse, as my CPAP did. I look forward to warning my friends away from here. read more

I'm done with their lack response. I've called three times no follow up and still have not received needed supplies. There is only option to leave order on message never received order. I called again three weeks later received call back and apologetic but still no order received. I called again two days ago still no response. I will be finding new company for my cpac supplies. read more

I used to love these guys, and initially was excited to have them back as my supplier. Since July, I have had no follow up for supplies & billing issues for three months that no one seems to be able to assist me in resolving. Frankly, I am done & will look for a new provider. After reading that another reviewer had bullying treatment by the manager - similar to how I was just treated - I am adding this additional review. The manager of Renton, WA office is a bully and argued with me to the point I requested a call back from someone I already spoke with at their corporate office. The manager - Chuck - is unprofessional and may not be the person to deal with, unless you like being treated poorly. read more

Northwest Medical - Medical Supplies Near Me - Auburn, Washington

In my opinion, they're Just not a good organization in many ways...I personally can't believe this branch is still in business. I have had so many issues with their customer service, support, and supplies that I don't even want to get started explaining - I don't know where to begin, but suffice it to say, I stopped using them as I was fed-up with any more of what I felt was nonsense. This is how I feel, just sharing and, hey, just Caveat Emptor. read more

The sent me a rental agreement asking me to sign off that I read and understood what was on it, they just did not proved those forms. I told them without seeing the forms I could not sign, the did send paperwork but made an excuse that it normally comes with the equipment, the problem with that is the paperwork never showed up with the equipment. So, by the time you get your equipment, it's too late you signed off on everything. Poor follow up, and a hesitant attitude to resolve things. The set up was excellent and the therapist was great, but the sales staff made feel unimportant and I came away feeling a little distrusting. I'm not sure if I would recommend this company based on my experience with their sales team. Just beware is all I'm saying. read more

I had a completely opposite experience to the low ratings some others have posted here. I suspect that my experience was different because on the occasions I used their service I scheduled an appointment and was able to have a face-to-face meeting with one of their associates. I have had two appointments with them and I left both of them with the supplies I needed and the feeling of a great experience. I'm not sure why others seem to have such a different experience. I am thankful for the service they have provided to me! read more

Called asking about the balance on our account. The gentleman answering our questions was rude and condescending.

If I could give 0 stars I would. Terrible communication requiring multiple follow up calls only to eventually be told that I would have to bring my machine in for them to verify the message that was on my machine showing that the motor life had exceeded, as if I would lie about something like that. Based on the amount of time that has passed between when they originally issued the machine to me and now, it's not surprising at all that the motor life had exceeded because duh...logic. My visit to the office so they could verify that I wasn't lying was disappointing as well. The office was terribly unorganized and it was obvious that they had not been prepared for my appointment that was pre-scheduled!!! Seriously, print a schedule for all appointments for the day in the morning and prepare accordingly. For what both me and my insurance are being charged for this service, I expect much more professionalism. What should have been a simple process ended up being dragged out 2 months because of their lack of communication. Yet they have no problem robo-calling me repeatedly to order more supplies. read more

One star too many!!!! Agreed to 3 month rent to own for CPAP machine costing 600 not including supplies. NWM billed my insurance 9 times for 200 before I caught the error. Normally I would have caught it much earlier but in month four I purchased supplies via prompts from an automated phone system. What arrived was unexpected and I returned over half the amount of items. While I waited for them to sort it out, the bills kept coming albeit with rental copays included in the amounts for equipment charges. Those charges went unnoticed until July's bill was just a 17.00 copay for just equipment rental. Wtf. The rent should have stopped in Jan. After many calls and very unsatisfactory answers like 'your insurance company allows for spreading payment over 9 months so we billed for 9 months'. Ok so 600/9 is 66.66 per month not 200. Curiously close to the mark of Satan if you ask me! For those math challenged, that's 1800 for a 600 machine on Amazon. Their next response 'ok we'll forgive what you owe'... What? How about reversing charges for rent you shouldn't have billed to my insurance company? Or return my deductible amounts? Moreover they never processed the credit for returned items properly. I'm still waiting on those credits. Ultimately I reported them to two states attorney generals offices, two insurance commissioners, and the Washington state health care association. Still working on getting someone to take a closer look at this company and it billing practices. . I imagine I am not the only one they have over billed and just because my insurance payed for the bulk of the cost doesn't make it right. They continue to fail to resolve open issues. read more

I have called repeatedly and left messages but no return call. I am very disappointed as I was trying to get a new cpap because mine broke.

When I needed help they referred me to a website. I figured that paying more would have gotten some customer service. I was wrong. They charge substantially more with insurance than what you pay without from other companies. You are better off finding people to help you outside of this business to help you with what will work for you CPAP needs. read more

As you may very well be aware of, there has been a recall for the Philips Respironics CPAP. I unfortunately have been using this device since October 2020. However, what is more troubling is that I have been attempting to contact Northwest Medical in Auburn, since the beginning of September 2021 and they have not been responsive to my many attempts to contact them via telephone or email. Eventually I received an email from Marga Overby, October 7, 2021 asking if my CPAP has been replaced. My response was as follows: I've already registered September 4th. But have not heard from them. I talked to someone from Philips who informed me that there is no time requirement for them to take action. I would very much like to replace this cpap with the Res-Med Airsense 10. I'd appreciate if you would accommodate this. On October 12, 2021 Marga Overby sent out an email to myself and two of her colleagues at Northwest Medical asking Payton Graves and Anita Beninger if they can assist me. Needless to say I have not heard from anyone at Northwest Medical. I eventually went to their offices October 19, 2021 to return the incorrect supplies they had sent me. While I was there, I let it be known how disappointed I was with customer service. After six years of doing business with Northwest Medical, they had not responded to any of my attempts to connect regarding this serious matter! As I was speaking to the one woman, one of the respiratory therapist came out of her office and sat behind me to one side and was just staring at me intently. I was made to feel more uncomfortable so I asked, who is she and why is she staring at me in that manner? Her reply was that she heard cursing and decided to see what was going on. So I asked her what curse words did she hear and her response was that she could not remember. Her reply is revealing of what you are dealing with when you are dealing with Northwest Medical. I informed them of my concerns: 1. The recall of the DreamStation. 2. That the DreamStation has gotten louder. a. As a result, it is now disturbing my sleep. b. As such, it should be covered by the warranty. 3. The fact that we are talking about a carcinogenic and that I am a retired Radiation Therapist having treated cancer patients for many years, I may be a bit more sensitive to the situation. By this time I had four Northwest Medical employees around me, I found myself having my back to the door; it was an intimidating scenario. I let them know again, how disappointed I was at the lack of their professionalism and of the non-existence of customer service. At this point Richard Resler, another respiratory therapist offered to call his regional manager or someone his superior, to see what they can do? So what did they do? Nothing! So what now? It seems to me that the only time they are interested in helping someone is when you have a doctor's prescription in one hand and your insurance card in the other. read more

Worst. Ripoff. Ever. My doc prescribed a CPAP machine for extremely mild sleep Apnea. The lady came over to my house and she was very nice, showing me the equipment, etc., and said the Dreamstation would be a rental, but wouldn't say what the cost would be, and that I needed to purchase the humidifer for $400. Ok fine. Maybe $400 would be ok. She also mentioned I might nead this headgear or this other mask, and that I could just keep both to see which one worked better. She didn't mention any other pricing, just the $400 purchase, and a big giant question mark for the rental. She kept assuring me the insurance company would pay, but of course didn't actually check what insurance I had or whether or how much they would actually pay. Clearly medical billing was not her specialty, nor does this company care where the money comes from. So first off, *why oh why* do I have to *buy* the humidifier if the main unit is NOT USABLE without it? It's a total ripoff. The humidifier is something you can get on ebay anyway NEW for $30. *THIRTY DOLLARS* and they made me pay $400!!!! Ebay is showing one USED for $20!! Anyway, when I returned what I could a month or two later because the machine made me sleep worse, and they keep sending me bills, each time with a little more added. I had them come by and pick up the main unit, but they left behind the stuff I had purchased (not knowing the total bill), such as the masks, the hose, the filters, etc., but they kept adding more litems to the bill. Even the last bill well over 2 months after I returned everything increased by $94!! And the worst part is when i called to pay the bill, the girl who took my credit card conveniently doesn't have access to the line items, only the final amount, so she wasn't able to tell me what the most recent charges were for! Some customer service! Argh! So the bill is now a total of around $818 for one month rental, including all the purchases. What purchases? $67 for tubing ($15 ebay), $179 for pico nasal mask and headgear ($72 ebay), $12 filters (the only reasonabl cost), plus of course the $139.5 rental. ABSOLUTELY NONE OF THESE CHARGES WERE REVEALED TO ME, even when I asked. The *ONLY* charge I was told about was $400, but my total bill (with only one month rental, not including the second month) was over $800!!!! So avoid this company at all costs. Get your stuff online at a reasonable price. These people are out to scam you as much as they possibly can. read more

A huge kudos to "James" in the Renton office. My husband and I both have CPAP machines. We received the machines and supplies from NW Medical. Recently we had a number of questions regarding billing and our CPAP equipment. After reading reviews, we were somewhat hesitant to come into the office, not knowing what type of help we would get. However we were fortunate to meet JAMES, who was extremely helpful, kind and personable. He is relatively new to the office but was able to resolve most of our problems, and knew when to ask for help from an associate. Thank you NW Medical for hiring such a great person! The only reason we are giving four starts (instead of five) is because prior to coming into the office we found it sometimes difficult to get assistance over the phone. Next time we will know to ask for JAMES! read more

Update: Got a hold of another rep at the company who was very apologetic and was offered to come bring me new supplies the same day. But my previous order ended up shipping and I got a tracking number so crisis averted. Still sounds like they have some pretty messy backend processes which leaves me in doubt about future service but I appreciate the efforts this particular rep went to as far as resolving the problem. read more

I am INCREDIBLY impressed with this company, especially Kari the Manager. I recently had to get a CPAP machine as I wasn't sleeping well. Being new to all of it I needed help understanding insurance, how to use the device, supplies, etc etc. From the first call I made until now everything has been super easy and the staff is very friendly. The receptionist explained my options fully and then asked if I wanted an in home visit (at no charge!!) to get suited up. Kari came to my house with a brand new machine and helped me get fitted, explained the machines and options, and told me everything I needed to know. Since then I've been able to text her and get impromptu help almost immediately, and then again today she made another visit because my mask needed some adjustments, again, totally free for the visit. Great value, service, and professionalism!!! read more

I would give them 6 stars if I could! They are THAT awesome :) I got my CPAP through them 2 years ago. My setup experience was delightful - the employee that helped me was very courteous, upfront, and honest (he mentioned that if I plan to move out of state in the near future, I should consider other larger chains that provide similar service - I decided against going to other places just because of the friendliness and attention to detail you get here). Over the last 2 years, I have had 0 trouble ordering supplies through them (masks, tubing, filters etc.) - they ship em promptly. I recently started having issues with my CPAP and had to go in today to submit it for repairs. Initially, the front desk staff were unable to communicate the paperwork they required to submit the CPAP for repairs (a specific note from my doctor - although I did a note from my doctor). This is when Chuck stepped in and helped me understand exactly what they needed and why. He even gave me a rental machine and said they'll take care of the paperwork on the side. In addition, he let me try a couple of new masks (no pressure to buy them) and provided great, honest insights into the pros and cons of each. He must've spent a good 40 minutes assisting and all of this without an appointment. This experience reinforced my decision to chose them as my provider over other national chains. I will continue to do business with them in the future and highly recommend them to anyone on the market for a CPAP read more

At times I feel this 2-star rating is really generous... IT'S NOT THE PEOPLE, ITS THE PROCESS. Great group of folks everyone....they seem overworked and tired at times, but the process they make me go through to get cpap refills and order new equipment is straight out the 1990s. Nothing online, nothing automated....Ask me the same questions every time and have no system where they proactively refresh my supplies. Can't pay online. Jeez....I feel guilty because my doctors office has them come in to service the equipment during my appointments, but gosh...they really let me down when it comes to follow up. They make every step of ordering tedious. Don't have a clue as to why. I have asked a lot of times over the past 30 months to help in the process. They tell me the cannot. They just lost my business and its a shame because they could be so convenient. I guess it is CPAP.com for me. read more

This is a great company. Very customer-oriented, friendly, and knowledgeable. In an age of outsourced customer service, this is one of the rare companies that actually treat each customer as an individual. Did I mention they'll come right to your home? read more

Used them from 2009-ish to 2016 and overall they were fine. The last time I used them their onsite person gave me a new mask to try and said no charge if I didnt like it. 2 days later I called and got my old mask style instead YET they still billed me for the new model. Called their office they wouldn't address the failure of their field agent who set a bad expectation. Tried to call their main office contact and didn't get anywhere. Tried to order replacement parts today and was told their system says not to sell to me anymore. Bad company, bad business practices, bad customer service. DO NOT USE THEM!! LET THEM GO UNDER!!! read more

I've received my supplies for my CPAP for several years now from them and have never been impressed but am pretty much had it with them at this point. Every time I need supplies I call them and they don't have my doctor prescription supply on hand. I have to call my doctor who always tells me they sent the fax to them months earlier. This happens without fail every time. The ladies working at the counter are condescending and lazy. Their turnover is high so I'm assuming their not hiring good talent. I'm a small business owner and private health coverage is 2k per month for my family so I elect to have a very high deductible health care and an HSA to save money. The ladies literally made fun of my insurance and were laughing about it because it's not a mainstream insurance company. The judgment dripping off them was ridiculous and I waited to get my supplies for an hour and didn't even end up running the expense through my insurance as I told them from the get go. read more

It appears this company is having significant problems with their office staff. We have used them for a couple of years and the people who came out to the house were great. My son has severe sleep apnea and his cpap is malfunctioning. I called and the person answering the phone has an attitude problem and would not give me an appointment for five days. I went outside and had been waiting for the therapist to show up. My mobile phone never rang but upon returning inside, I found she had come and gone. I called and asked how long it would take to get someone to return and the woman with the attitude told me that I would now have to drive the 45 minutes to Renton to bring the machine. Which I will not do. I was here for the appointment. I told the woman with the attitude that I would take my business elsewhere. She said that was fine. Take your business elsewhere, they don't want it! read more

DO NOT USE THIS COMPANY AT ALL COSTS...Today will be the last day I'm a customer of NW Medical after 5 years of being a customer. Over the years I've spent thousands of dollars on CPAP machines and supplies for them. A couple months ago I called to order a huge lot of supplies with use or lose money. I told them this would be a out of pocket purchase. Well without my approval they ran a bunch of it through insurance. This delayed the bill to after my use or lose money was gone. Now I'm out $284 dollars because they can not follow instruction. When I spoke to the manager Chuck he said he was not willing to do right by me and eat the mistake they made. He called me a blackmailer because I was giving them the opportunity to resolve the problem before I took my business elsewhere. DO NOT USE THIS COMPANY UNLESS YOU WANT TO BE OUT EXTRA MONEY. THEY WILL TAKE YOUR MONEY AND CALL YOU A CRIMINAL. read more