I have been on hold in the phone queue for over an hour now. No one has answered, just automated messages telling me to hold my place in line or stay on hold. Business used to be reliable, but now I am not certain. I have been a customer for a number of years. Could we please give real customer service and not AI? read more

Somebody is asleep at the wheel. I ordered supplies 2 months ago. Nothing came for several weeks. I called and they said I need to go see the sleep doctor again. I went and had the referral sent in. I called after and made sure they got it. Several weeks went by and I received nothing. I called again today and he said they needed more confirmation from me that I still needed it! Yikes! I hope I can find a different CPAP supply company in the future. read more

Have they changed in the last 2 years. Yes, they got even worse. As a cost savings measure, they now send cpap supplies in a plastic bag thru the us mail instead of a cardboard box. Of course it arrived crushed. The heated hose inside never stood a chance. PHM are simply dreadful. read more

Pathetic. Try to reach them about anything and you will wait for 60 minutes or more. I took the # option of getting a call back "while saving your place in line" no one called back. Management simply doesn't care. Sent in my payment by mail a month ago-they stil say I owe them and have to wait on terminal hold to try and resolve, which is a complete disrespect and waste of my time. They do the same thing to my wife. They will certainly go bankrupt with these kinds of reviews. Lets help them. They are not earning the right to be in business. read more

Do not believe anything that these people tell you over the phone because they are nothing but a bunch of used car salesman. Whether you call or in person they try as hard as they can to sell everything that is approved by your insurance company whether it is needed or not. A CPAP Reservoir when properly cared for and cleaned will last Almost indefinitely despite what they say. If properly cared for a face cushion will last many months. The cotton filters that they sell you can be cleaned at home and are ridiculously overpriced. There is nothing about this company that is honest because they are geared 100% towards profit. read more

Broken Machine, Horrible call center, Called 17 times and waited a total of 3 hours with their billing. Drove to drop off broken machine and they say balance is Zero. They Auto Billed my CC on file the next day for 270.00 for a machine that never worked properly. Disgusted. read more

Horrible experience. They sent me the wrong supplies. I called to have it corrected and the support person basically berated me. She wasn't even listening to what I was saying. After repeating myself several times, she finally corrected my order and abruptly hung up on me. I am cancelling all future orders with this company and asking my provider to recommend a different supplier. No second chances. In my opinion, this company doesn't deserve anyone's business. ZERO STARS. read more

Not a fan. I could purchase more economically direct than what they charged me after my insurance paid them.

Absolutely horrendous service from PHM. Call me to tell me my cpap supplies are due for reorder, ask me if I would like them then mail them to me and a month later I get a bill for over $200 because my insurance is not covering much of them. If this is the case you need to inform the patient up front. This is completely unacceptable you should be telling patients how much they will need to pay before you ship out supplies instead of just sending out supplies to profit your company. PMH should be ashamed of their service, read more

Per Donna B's review, I would again give them a -5 as well. Appointment is made so I can get out fitted with a different model of mask. Was told the Mirage Quatra was no longer made by the company. I have since found out that it is still in production. They just don't carry it or want to keep it stocked. So they decide to lie to their customers. What other things are they lying about? Kent office makes the appointment for me at the Tacoma Office, since it is closer for me. Show up for my appointment at the Tacoma location. After checking in and waiting for 15 minutes, told that I'm 1 day early on getting anything. I can be seen today, but I they can't ship anything until the following day. I can make a new appointment, for 2 weeks from now, or see a tech today. I see the tech. He brings out a different style of mask and headgear. Talks to me for about 5 minutes and we are done, no fitting or anything. Receive it in the mail 2 days later. Can not get the mask to fit right is uncomfortable, and leaks like a sieve. Went back to my old mask, thankfully I saved it. Ordered new stuff from Amazon. Motor was starting to fail. Took machine in Tech told me the motor was failing, and it was out of warranty. Told him I know, this why I'm here. Machine has to be sent to CA, to trouble shoot, and get repaired. Between shipping back and forth and repairs is over a week. Doing my own research bought a replacement motor on Amazon. The next night, replaced the motor myself, while watching a U-tube video. Took me about 2 hrs, this included eating dinner during those 2 hrs. At the beginning of 2025, my insurance was changing, and over 90 days to get everything straightened out. Because I had not seen my provider recently they can not send me anything. So I order new stuff from Amazon again, no questions asked. The gentleman tells me they annotate the account and wait for me to call. This has gone unnoticed. I'm now getting call originating from Orting, Tacoma, Graham, and Sumner. I have also told them I'm getting my supplies somewhere else, entirely free, and to cancel my account. They have ignored this as well. read more

This company and most employees are completely incompetent. I have been trying to get my mom's pap machine for going on two months. After numerous calls to different agents and getting told we have it pick it up to then getting a call saying we don't have and we will call when it's here then waiting for three weeks then calling them back. then being told it's been here!!! Last agent being the worst (Sydney) didn't even know what mask was ordered and said even with us already ordering that there were no notes and she refused to contact the other agents to find out the name of the mask. we were supposed to know. Not her the supposed expert. I would run and not order from this company. read more

This place improvement in absolutely everything!! Terrible customer service. Nobody pick the phone. No shame on their game. Etcetera.... read more

Both my mother and I separately went through a big billing issue with them. After being current for a year they brought up old charges that we had to pay immediately. No way to contest them even if you could reach them. We are looking for a new company to provide this service read more

I've been a PHM customer for about five years. At first, during Covid, the communication was awful; they never answered their phone. But it has improved since then. Then, they kept calling, asking me to order more supplies, even when I told them I didn't need supplies and asked them not to call anymore. That situation has improved also for now, but I still don't trust them. But the worst thing is the generally unfriendly vibes I get from them. I just got off the phone with a rep, and because I couldn't find a number on my insurance card right away, she got quite chilly with me. As our conversation was coming to a close, I got no "Thank you" or "Have a good day" or even "Goodbye", just a click as the line was cut off. This has been my feeling about every interaction I've had with them, and I wonder if it's coming down from the top. Really, folks, if you don't realize that your customers are your lifeline, you need new management! If I weren't invested with them, equipment-wise, right now, I'd definitely look for another company. And anyone who is starting out in the c-pap world really needs to check all other companies before committing to this one. read more

Very good expert and very friendly customer service. Always answer the phone. I place a order supply and it came on time but it was first time wrong size. read more

If I could give a NEGATIVE (-5) I would!! I am an RN (Retired after 50+yrs) in Nursing and I would NOT recommend this company to even order a box of Kleenex!! I live in a 55+ development and my elderly next door neighbor moved out to live with her daughter over 2 yrs ago. Her home is currently vacant while being remodeled by the new owner. We noticed a package left on her doorstep so went to get it as we pick up mail for new owner so it would be safe. Noticed it was addressed to previous owner. Tried to get phone # for her daughter but was unable to get. So I called Performance Home Medical in Kent. Gal who answered phone admitted they "DID have her new address but somehow package was sent to old address in error" Then proceeded to tell me there was nothing they could do to get package to new address and wanted me to continue to locate family and get package to them. After much discussion with no outcome I requested to speak to a supervisor. Was told supervisor was "in a meeting" (always)and would call me in 24-48 hrs. After 4 days and no call - I again called Kent Performance Home Medical and spoke with a "Sydney" who was anything but pleasant - tried to tell me this was address that they had. I explained the previous gal I spoke to had already told me they had a new address and this was sent here in error. When I asked to speak to supervisor - stated Supervisor was again "In a meeting" and would call in 24-48 hours. Finally she agreed to send me a shipping label to return box to them. When I asked "what if this is something she really needs" she also finally said they would send client a replacement order that day. It took 8 days for me to receive the shipping label - which came in a big box with 1 sheet of instructions and a label - even though I specifically told both clerks I spoke to that I had NOT opened the box. It has now been over a week and GUESS WHAT - NO CALL FROM A SUPERVISOR !!! AWESOME Customer service NOT!!! Again DO NOT order anything from this company!!! read more

These people are truly are awesome It is nice to see a medical supply business that are customer satisfaction centered they are making every attempt to communicate with me a great relief from the companies I have tried before I wish they had more than the 5 stars I would quick to give them more read more

This is one of the worst companies I have ever dealt with in my life, polite they are but very very very incompetent. 1) There is no place on there website to change your payment information, you have to call in person to do so. 2) They Auto Fill your supplies for Medical Equipment rented, I have called 4 times to ask the auto re supply to be stopped / cancelled, yet the supplies keep coming to my front door without authorization, and without being ordered. 3) The initial deal with the company was rent to own the CPAP device over a period of 10 month. After the 8th Month I changed companies and insurance, and rent to own counter for the device was reset to Zero expecting me to make another 10 payments from scratch to own that rented device. 4) Finally the device was returned because of their abuse and incompetence, and guess what, 45 days later I was sent a bill for a resupply order which I did not place, and a rental bill for a CPAP device that I have returned to the company and is no longer in my possession. Avoid the company at all coasts, and go elsewhere for your medical equipment business and rentals. They are either so incompetent or a bunch of crooks out to rip you out for every penny that they can squeeze out of your Wallet. If I could have given them a minus 5 I Would have, they don't even deserve the one star placed under their name for the lack operational management, and lack of responsibility and professionalism towards their customers. read more

i have been with pm for over 10 years. for the 3rd time i was told i couldn't get equip due to lack of progress notes. i told them i saw the doctor x 2 mos ago and again 5 mos ago. i was told it is the patients responsibility to get updated notes. no supervisor is available i am told. i see the head of sleep center at harborview. horrible service read more

When I went in to obtain my CPAP, they stated they needed to process everything through my insurance and that it would take 3 weeks to do. About a month later they called and scheduled the appointment to come in. I come in and they said that my insurance covered everything in full. And that all supplies were covered. That was a total lie. They didn't actually process anything through insurance during those 3 weeks because 2 weeks after I got my CPAP, I get a letter from them stating that I owed them $1700 that my insurance wouldn't cover. When I stated I have a recording of them stating that all of it was covered in full they denied and said that it is not their fault if I misunderstood. I had them repeat at the pickup appointment multiple times. This company are scammers at best preying on the most vulnerable to make a quick buck. They have not and will never receive one thin dime. They sent me to collections, I told the collections company that they scammed me and then they proceeded to turn it back over to Performance Home Medical. Now I just received a call stating that I now have an overdue balance of $500 a year later... What absolutely crap. If your doctor says to get equipment from them, think LONG and HARD about it, there are much better companies out there that will not rack you over the coals when you are vulnerable. This company has been reported to the the Labor board for fraud and deceitful business tactics. The number of 1 star reviews should speak for itself. Do not utilize them. read more

Terrible service, parts are not sent on time . Customer service is lame . No follow up

This company shouldn't be operating. I've been getting strange out-of-pocket bills for my CPAP gear, claiming my insurance doesn't cover standard supplies. They say they have no choice but to charge cash instead of billing insurance, and their prices are five times higher than other online suppliers. When I try to call them, they either hang up or never bother returning my calls. A company dealing with life support equipment shouldn't be acting this way. IT'S A MEDICAL SUPPLIES COMPANY SELLING LIFE-SUPPORTING EQUIPMENT!!! This needs to stop before they kill someone! read more

Page after page of one-star reviews... and yet another will be added. On every call to reorder supplies, it's always a constant upsell with "you qualify for replacement part x, y, and z". These are components I do not need and never asked for. The last order was over 7 minutes' worth of questions only to be told this is a backorder item and will arrive "sometime in the future". I stated I would fill this order on Amazon. Approximately a week later I receive an email with "Your order is shipped" followed by reception of the item a few days later and billing for about $150 shortly thereafter. We never ordered these items and as a courtesy offered to return them in person. As a courtesy, I returned this in person but was asked to sign a legally binding agreement for a 15% restocking charge to which I refused. Per the Federal Trade Commission, unordered merchandise cannot be billed for so I demanded my items back and left. The billing was successfully disputed, and Performance Home Medical was permanently out of the picture to be replaced by a far more competent outfit. Save yourselves the hassle in dealing with Performance Home Medical. Buying a used car is less painful than dealing with this shady outfit. And - if they send you any supplies you never ordered, keep them as you are allowed to under Federal statute. Cue the responses from "Mary M." with "We understand your frustration", "we will take this as a learning opportunity", "We apologize for the inconvenience and frustration this has caused you", "Thanks for the feedback" and other scripted responses. Seriously, don't bother. We can all see the boilerplate responses and they mean nothing. read more

Short version, they are a nightmare to deal with and you can find better options elsewhere. Long version. They have done a great job of embedding themselves in Swedish locations. What this means is that if you use Swedish they will undoubtably refer you to Performance Home Medical. Their (Performance Home Medical) business model is to hook in with your insurance and like a good drug dealer bill the maximum they can each period. Here is the challenge. Their systems suck. You will get emails from them telling you to reorder supplies (to which you are eligible - confirmed with insurance), but then when you speak to an operator they give you a different date. In the event that you ask them to order anyway (and choose to pay with a card), they mess up the order most of the time. Is a nightmare to work with them. The prices they charge are on the higher end, but the service is disgracefull. read more

Performance Home Medical - Example of email you get asking you to renew supplies - Medical Supplies Near Me - Kent, Washington

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Very poor customer service. They send supplies I don't need or equipment without instruction. I cannot return the equipment so it's being charged to Medicare. Medicare fraud? When I made a complain, someone did call but nothing much will be done, I expect. my post was responded to by Mary. she wanted me to send an email with my contact info. Since I am on their service they should have my contact info. I could not get email to go through. it's a big organization they don't care because they don't have to. read more

Don't waste your time with this company. They aren't able to do their job and complete an order. Three times I've tried to follow up on a new prescription, each time it was a start from "0" all over again. If I sound angry, yes I am. read more

Do not use this company if you travel. They will not help you if you need Oxygen out of state. Find an national or international company. I would give no stars as they told me"Sorry we can't help you". read more

Horrible customer service, avoid at all costs. They Refused multiple requests to repair defective machine they dispensed. They try to overcharge you more than the originally quoted price to try to get maximum payments from you and your Insurance. Front desk receptionist couldn't answer my questions then told me she was the manager when I asked to speak to someone who could. As a Healthcare provider myself I DO NOT recommend this facility. read more

Great company to work for! Employees are valued and the atmosphere is one of team work and collaboration. Customer service is their utmost priority. read more

This company drops shocking and unexpected bills with 4 days to pay a balance that is a result of them not billing the correct insurance provider. I received a $450 dollar surprise bill that should have been covered by the 2 types of insurance coverage with under a week to pay it. In the 3 months that the bill was submitted to the insurance company I had absolutely no idea any money was owed. I've hated this company for years because of its unethical, stressful and threatening billing practices. Its time for anyone else with this experience, and it appears to be a lot of people to contact their state representatives and force some accountability https://www.insurance.wa.gov/what-consumers-need-know-about-surprise-or-balance-billing I will be doing so after yet another sucker punch unexpected bill. read more

This company is pretty bad. Poor communication with insurance. Poor communication with me, the customer. I can't get an update on when my new supplies will be sent to me. When I call there are long hold times. When I leave a number for them to call back, they eventually call, but end up hanging up within the first minute and never call back. Which starts the cycle all over again. With all the bad reviews I see here, I'm surprised this company is still in business. read more

If I could do fewer stars, I would. The service is horrible. I wanted to replace my CPAP machine with one with a Wi-Fi/cellular connection, so that it was easier to transmit data and get adjustments to my machine than with what I have currently. I got my sleep study done in mid-January 2022, the report was sent to PHM on 2/1/2022, and then it just sad there for TWO WEEKS until I called them to find out what happened and where my new CPAP was. THAT was when they placed the order, and said it would be another two weeks, then I'd get my new machine. Three weeks come and go, and I call again, asking about my machine. I get someone who shouldn't even be in customer service that says very snidely that it's backordered and they don't know when they'll get more in. There's no compassion, no apology, no nothing. However, my current machine works, so I continue on. I finally get a call on 4/18/2022, stating that I'll get my machine in a few days. The UPS guy FINALLY made his first attempt to deliver it on 4/27/2022. That is over a WEEK. I couldn't take delivery on 4/27, but was able to pick it up on 5/1. Tonight (5/2), I examined my new CPAP and noticed that it is missing the ONLY REASON WHY I WENT THROUGH THIS NONSENSE IN THE FIRST PLACE: the WI-FI/Cellular connection! I'd still have to deal with a SIM card to capture the reporting and to make any adjustments! ALL THAT STRUGGLE FOR NOTHING! Sad part? I work for Providence, which operates Swedish. Guess who owns 50% of PHM? SWEDISH! If they treat their own colleagues like crap, can you IMAGINE how badly they treat the general public? Stay away from these morons as much as you can. They're the worst I've ever dealt with, and I've dealt with DME providers all over the country. In response to Samantha's note: yes, there may have been a shortage of chips, etc, but doesn't it occur to you that YOU SHOULD INFORM THE PATIENT OF THIS SITUATION AND GIVE THEM THE OPTION TO WAIT FOR A MACHINE THAT HAS WHAT THEY NEED? My review still stands. You need to do better. read more

This place has really bad reviews but everyone is really nice. My initial mask fitting was in the spring at the Renton hospital where I was fitted with a nasal mask. I had to come back in the autumn to get a full face mask since I'm getting deviated septum surgery and won't be able to breathe out of my nose for a bit. Had a really enjoyable experience with Brian who was kind, patient, and didn't scold me for cleaning my equipment in the wrong way. He just told me how to do it better for the future :) The only issues I've had with this business is that sometimes their documentation is not up to speed. One time someone called me three days in a row asking how my mask and machine were and I had already told them I was going in the following week for an appointment. It wasn't irritating but more of an issue with them having everything up to date. read more

This company has the rudest costumer service reps who are not helpful. If I could get my CPAP through another agency I would. The so called "sleep specialists" don't seem to be well trained. I've called in numerous times reg a problem and each contradicts the other specialist. One specialist yelled and hung up on me. If you can avoid this company, do so. If I could them a -10 in ratings I would. read more

11/1/22: I am so pleased to report when ordering cpap gear online, it went as smooth as can be all the way thru billing. Another DM company I work with is coming around as well. Could this be a fresh start from the past many years of terrible CS? I think so. Kudos to PHM read more

My pulmonologist reviewed the sleep study, told me I'd expect a call from this provider of the CPAP, and they'd set me up. The call from Performance Home Medical was nice enough, the machine arrived, I had a call explaining how it was supposed to work, and off I went hoping to have better sleep. One thing I noticed right away was that the wifi/cell option was phoning my use of the machine home. I was never told about this, which seems like a bit of a privacy issue. How can they not mention that this thing is reporting my sleep habits back to the mother ship? Ok, that's fine, except that I noticed that I'd put the machine on at bedtime, and take it off when I woke up, (generally about 7.5 or 8 hrs) and it only reported my using it for 3-4 hours. I tried to call to ask about this, was asked to get a call back, and the call back never came. After about a month of use, I got a message saying i was in danger of not meeting insurance requirements, which was upsetting because I was actually using it. I couldn't get a hold of anyone, and then I left the country for a long planned trip (didn't take the CPAP with). After a month away I returned to a notice that a collection agency was after me! WTF? I'm returning the CPAP and I'll buy one myself. Really seems like a scam. read more

If I could use negative stars I would. These guys are not clear on billing and rental. I paid 1500 for a 750 device. Their excuse is that it is "supplies" and rental fees. I even told them I would pay cash up front because I knew that my Insurance deductible wasn't going to be met. Just when I thought I was done paying, the charged my VISA $810 for the total cost of the device. What was all the other money for? Beware. Unless you like to burn money. read more

I have called 4 days in a row for help I keep getting the same lady on the phone. I have asked for a manager or supervisor no luck , I have asked for a tech to call me that did not happen either. terrible company to work with. we are prisoners in our home because my husband needs oxygen all the time, I cannot get the machine to run more then 30 minutes when unplugged, he can not even go to his doctor appointment . read more

0 Absolutely the worst!!! Mind you this is a MEDICAL supply company. People come to them for medical equipment/supplies. Some LIFE DEPENDENCY. You would think their clients needs would be first priority or even a thought. My advice to someone looking or in need of services of this sort to seek other alternatives. You will only be saving yourself an extreme amount of unnecessary stress by going elsewhere. And you'll actually get the proper supplies and equipment when needed. read more

This is the second time I've had to deal with my order not being shipped out! I thought I was getting better service by switching to your company, but absolutely not the case. I'm out of supplies again and again I'll have to order from Amazon to get me through. Very Frustrated Customer!!! read more