I am not impressed with this company, as a Respiratory therapist who knows better, whenever you try to reach someone, no answer, some folks may have all day to be on hold. I have a office/warehouse close to my house and no one is ever there. I also did home care for Sentra, Eastern medical, and this was not how I interacted with my patients. I am calling now because the nasal pillows they sent are an updated version of the ones I use and they are not sealing properly. still on hold as I write this, poor customer care, this is not the first time either. had to walk into the local office to get my issue resolved. Finally, someone in the resupply department, got on the line after punched in their extension. the young lady was extremely helpful, even though she had to check with her manager to do an exchange of the wrong supplies, unopened as it was over thirty days. had to threaten with the insurance company for them to do the right thing. 2. The company did even reach out to me about the recall on my CPAP unit, granted I am in this line of work, I had to ask them about the recall, they have my phone number and email. read more

I am very unhappy with the lack of accountability and poor customer service I experienced with this company. A couple of months ago I received a new mask and machine and attempted to use it despite the poor fit that caused me to wake up during the night. I called the company and explained that the mask caused me discomfort and my need to get a different mask. Luckily, I had the model name of a previous mask I used a few years ago and requested to get that mask instead. The agent said that I could indeed get the mask but I would need to wait some weeks to order it if I wanted my insurance to cover it. I wasn't so happy with that since I wasn't the one who ordered the ill fitting mask to begin with but OK. Fast forward to today and I call to order my new mask. I haven't been using my machine so I am happy that I can get back on track with some deep sleep once again. Well, now I am told that the mask is "too old of a model" and "they won't bill insurance for it" so I must pay out of pocket full price if I want this particular mask. When I made it clear that I was specifically told I could get this mask after Jan 11 and even told how much it would cost with my insurance, the person on the phone repeatedly said, "There may have been a miscommunication" I was flat out told something that was wrong and this company is not willing to remedy the situation in any way that is favorable to me as a customer. The only options given to me are to pay full price for the mask I know will fit or go with some other mask option (my insurance will cover) that may or may not fit. And if the new mask doesn't fit, then I must wait again for months to pass before I can get a new mask that they can bill my insurance for. This doesn't seem right to me and I ask why they won't cover this mask. I was told it's very old and they won't bill my insurance for it and it's a decision of the "higher ups". I don't see why I would do business with a company that is irreverent and lacks accountability with their customers. Customers Beware. UPDATE: I was pleasantly surprised this morning when Quality DME reached out to me to offer a resolution to my sleep mask issue. They have surpassed my expectations and have shown me that they do indeed value their customers. Thank you Quality DME. read more

Many thanks to Andy for his patience in answering my numerous questions about my CPAP machine, emailing me a video, and taking care of my reorder supplies. He went above and beyond and it's caring staff like him that keep loyal customers. Thank you Andy!! read more

After an extremely negligent experience with my previous DME (which was also my sleep "dr"... talk about conflict of interest), I googled and found someone who highly recommended this place. All communication with Quality DME has been top-notch: billing, respiratory techs, receptionist, etc. They are expedient. I got same-day service, with my prescription and sleep study report. Most importantly, they obviously care about the patient... which is very hard to find in the DME industry. Upon receiving my prescription (for a CPAP & supplies), they gave me a *GOOD* machine that will meet my changing needs for years to come. [Most DMEs want to give the cheapest machine, since they can make more profit off of it.] They also gave me *GOOD* supplies that will help me be more comfortable, and (more importantly) more *successful* with my treatment. I was most impressed by the RT who set me up with the machine. He showed me various features and how to use them. He let me try quite a few masks (with the machine running), to make sure I got one that would be successful... AND he gave me tips on how to make each mask fit best (ie: slide this one down the nose, for this other one make sure the strap is tighter here, etc.). Quite remarkable, he encouraged me to tilt horizontally in the chair (it leaned back well enough to work out) so that I could replicate a sleeping position, to see how the mask really would work for me. He even wrote down what I thought of each mask, and which sizes of cushions worked best for me on each mask, so we'd be able to "remember" that for future reference. They call to check in on me. I feel no pressure from them. Their billing is accurate. And they are communicative, and reachable. I am very happy with Quality DME. read more

Have been with this company since initial setup last August. Never actually fitted for proper masks. Just brings bags of stuff and say, this should fit you. We don't carry enough stuff around for everybody to try items on. After a few months and with MD finally get right masks. Supplies have NEVER been on time, they are weeks to a full month late. There is Always some excuse and we are on the auto delivery system. Now they say it's because they have a new computer system. So much for the upgrade!! Called today and they can't even tell me where our supplies are at that are now a month late. Will be switching companies once I get this supply to get me thru to finding another company, IF they ever get here. UPDATE 7/16/19 - Was supposed to get tracking info from one of the employees a couple hours ago after a phone call from them first thing this morning. Still haven't received that email as of yet. A few minutes ago, I received my supplies and they are WRONG! They still can't find the other individuals order. No clue where it is - The tracking number they provided doesn't even exist in the delivery system! Come to find out, they sent it to the wrong address and have to resend the items out. I would 100% suggest using another company or use them at your own risk. Calling my PCP now to find another provider that takes both our insurance companies. read more

I was sent to Quality DME by my sleep doctor. My CPAP was not working. My tech, Andy, let me know the doctor made a mistake, which the doctor's office confirmed, and the doctor's office should have handled the problem. Rather than send me back, Andy handled the problem with the machine and got me a new one while I waited. I was so grateful for his extra effort and customer service! He also got me a new mask which was much more comfortable than my old mask. It is good to know a business in today's world is so customer friendly. I'm their client from this point on. I need to mention also how quickly they got me in to handle this problem....we spoke on the phone at 9 am and they had an appointment for me the same day at 3 pm. Excellent service! read more

I am new to CPAP therapy. There are dozens of things to know. The mask has to fit exactly. It has to be cleaned properly. Etc. Leyla at DME was wonderful. Patient with my questions, smart about her knowledge, excellent with her followup, and with a smile. One month update: Leyla's help has resulted in much better sleep for me. I appreciate her help. read more

They only want to collect your insurance money and shortchange your supplies. I have to fight to get my order complete. I have been trying to get them to send me reusable filters, which are supposed to be changed every 3 months, and they state on their website that they are included at that interval. I have been sent a total of 2 since getting the Cpap machine back in March 2020. (where are the other 6 filters??) It's impossible to contact them via telephone, and they always have an excuse that they can't get through when they call back. I have given them my cellphone as another way to contact me, but no callback. I went through the same hassle last year to get straps for the mask. They are just a very dishonest company imho that tries to make their clients jump through hoops, trying to maximize their profit margins at the client's expense. read more

Horrible company. Only interested in getting you to purchase additional supplies. After I returned the equipment, they continued for months on end calling me on both my cell and land lines. Have told them repeatedly to stop the calls but they persist. Just horrible. read more

Absolutely unprofessional, rude billing staff, completely inept. Refused to accept insurance but were more than willing to send supplies when my insurance company requested them. Couldn't recommend against them strongly enough. read more

They are very good and they take a lot of time to make sure your cpap machine is a perfect fit for your use. I will work with this company again and buy my cpap and all replacement parts from them. read more

Appalling customer service - took over two weeks to get an appointment and that was after leaving multiple messages to get scheduled. Don't bother :( read more

Cannot speak highly enough of the customer service here! Was diagnosed with sleep apnea in late December and had some trouble setting up/adjusting to the machine. Both Nick & Michael went above and beyond to answer my questions and determine the optimal setup. I'm looking forward to getting my sleep back on track with help of Quality DME. read more

Thank Quality DME for coming to rescue for my CPAP supplies after my waiting weeks for Lincare of Chantilly to call. The technician was efficient, courteous and I was treated with respect. I called their office this morning and within an hour they saw me, explained my insurance coverage and had the necessary equipment onsite so I didn't have to wait. What a relief to get such great service. read more

Awful sums this supplier. Awful from start to finish. Avoid at all cost. Rude billing department. Lack of detail. Very slow start. Numerous phone calls from doctor to get them to start sleep therapy! Awful service, over billing, horrible follow up, nothing good to say about this supplier. You can buy your machine and supplies so much cheaper over the internet. Never give them your credit card. Insist on a paper bill. Question everything! read more

Quality DME has been my CPAP supply provider for over 5 years. Their customer service is fabulous! I appreciated their caring notices about potential problems with their supply chain during COVID. It's amazing that they will work with your doctor to ensure the correct products are delivered to you. And if you're a new CPAP user, they can walk you through all the steps. Great products! Great company! Great service! read more

Not customer friendly at all when it comes to getting questions answered regarding an invoice. When you call billing, don't expect to talk to anyone, you have to leave a message, and your phone call regarding your statement NEVER gets returned. I have been calling for two months to find out why I am receiving charges in 2022, for supplies that were supposedly sent to me in 2020. I have emailed the billing staff, I have sent feedback reports explaining this issue and nothing. Just more invoices and recorded messages about the invoice. I have asked for an audit to find out where these charges came from. And don't even get me started about the CPAP machine that still has not been replaced. A tip for Quality DME, don't get in the customer service business if you don't have time to serve your customers with quality and care. read more

Updated review to reflect changes. They were helpful on a mask replacement. I am not wiild abour the amount of calls from the system.

This company engages in deceptive business practices (in my opinion.) Stay away from them. They use bait and switch, automatic auto pay sign ups (especially if they have your credit card on file,) relentless phones call to sell stuff. If you need supplies, buy them from on Amazon or somewhere else. read more

Quality DME provides an excellent standard of instruction and service. Yesterday was my initial visit with the company. The technician, Eddie, provided a clear and concise explanation of the set-up of equipment and the use of supplies, and I came away from the session confident that I could manage everything well. Highly recommended! read more

The staff in Billing (Irene) and Warehouse (Miriam) provided OUTSTANDING customer service to resolve a situation caused by a local hospital which made errors in insurance and diagnosis. Both Irene and Miriam were quick to acknowledge our communications, and replied by both email and telephone. The situation was cleared up in 24 hours. A+ for both of these conscientious professionals! -- Nigel, near Warrenton VA read more

My insurance initially sent me to Apria. I've dealt with them before and refuse any further dealings. Quality DME got good reviews so I gave them a shot. Everything has gone well with them. They are responsive and easy to deal with and you can actually talk to a real human!! I will continue using this company. read more

I have been ordering CPAP supplies for my husband and me from Quality DME Fairfax for many years. Today, December 20, 2017 is the first day that there was nobody to answer the supplies ordering phones. The reps are always extremely polite and helpful, which is nice. The CPAP supplies come via USPS Priority mail which is nice. Still, it takes a long time from the order placement date until date of receipt - certainly not the 2-3 business days for USPS Priority shipping - more like several weeks. I wish that this time gap was lessened. At first many years ago, the CPAP supplies were delivered every three months like clockwork. Then I had to call to order CPAP supplies but was informed that since I didn't have a credit card on file, they would not auto fill just in case my health insurance company did not pay in full, so I gave them my credit card number. Then I did not receive my auto supplies again, so I called and was told that I had to upload my SD card data from our CPAP machines per my health insurance company's rules. Why wasn't I told this before? Then, after uploading twice, both my husband and I kept receiving emails that our data was not received. We were told to ignore these emails but they kept coming for a long time. Then I called again when I didn't receive the supplies after three months and was told that I need to upload the SD CPAP machine data every three months before my CPAP supplies can be shipped. So, I think that that sort of eliminates the notion of auto fill... Last Friday, I called and was told that my auto supply cannot be filled until I upload my SD card data first, and now today, I have trouble reaching a rep to verify that the data was received intact and the CPAP supplies will be coming. Update: I was finally able to reach someone! I dealt with another CPAP supplier a long time ago, so Quality DME is not my first CPAP supply company that I have ordered from. They are above par and professional. I am, however, just frustrated with the process. read more

So far so good. They took less than a day to process my prescription, got me in for a mask fitting shortly after. They called back within a day after sending them an email with my mask fit problem. Still trying to get a mask that fits, but I feel like they are working with me, not against me. read more

My entire experience with Quality DME was absolutely great. From the initial intake/ordering by Kamille, shipment, and invoicing/payment, everything was smooth without any issues. Additionally, the redesigned mask that Kamille recommended is so much more comfortable than the old style I was using. From functionality (no more air leaks blowing into my eyes, YAY!), to the improved aesthetics (less face redness/markings and hair matting), it's a much improved design. My old CPAP DME provider never bothered to suggest this upgraded design to me and could never get insurance/billing straight. Kamille also gave me a great option to repair the screen on my CPAP. It was broken during air travel but I still otherwise really like the machine. I had no idea that getting it repaired was an option until she informed me. Thanks Kamille and Quality DME! read more

I am stopping my service with Quality DME. When I retired from the military they wanted to put me on autopay. I was happy to do this as I felt it would make my life easier. Wow was that a mistake. Charges to my card do not make sense for what I am receiving in the mail. In September, I received to identical charges, which I emailed the company and got no response. I looked at my bank account today and discovered another charge. I did some research on Amazon and found that I can buy what I need, and only the items I need, from them for less than the monthly charges that keep appearing on my bank account. I appears to me Quality DME overcharges and their statements definitely do not reflect what items you are actually paying for. I believe there is a reason a billing statement doesn't list what you are paying for and when those items were mailed. My bill statements also do not reflect what portion my insurance is paying, which I really hope they are not being charged considering the amount Quality DME keeps taking out of my account. I will also contact TRICARE to let them know. read more

My CPAP died, some weird "check power" message. I called Quality DME & got a same day appointment with Alex. I was greeted by a professional young man who quickly diagnosed my CPAP issue & had me out the door in no time, which was appreciated to help me dodge rush hour traffic. read more

I advised my health insurance and my neurologist to cease doing business with Quality DME. It took over a month for Quality DME to provide me with a CPAP machine despite my repeated calls to their main office with authorization from my health insurance. A nurse delivered my CPAP and provided me with a mask that did not fit, acknowledged that I should probably be using a different mask, and advised me that I might receive another mask in the next two weeks. The experts at the call-in service advised me to watch mask videos online. I will be trekking out to their Fairfax office to find a mask that fits, and I have been very disappointed by their lack of responsiveness. read more

My experience was unbelievably amazing! I received the Rx for a CPAP from my ENT on Monday. They wanted me to go through Lincare. After looking at reviews, I didn't want to, so I looked at Quality DME (QDME). EXCELLENT REVIEWS! I called them on Tuesday and Loren told me what they needed to fill the Rx. I sent them a PDF of my Rx, Sleep study, etc. and asked my ENT office to send my records. Just for the heck of it, on Wednesday I decided to stop by their office on my way home, mainly to find out where they were and perhaps ask a couple of questions. My GEHA (insureance) rep called me just as I was pulling into the QDME parking lot, she had been speaking with Dana (QDME rep) and everything came through great, so go ahead and make an appt. I met her and then she said have a seat and someone will be right with you. Mike shows up about five minutes later with a machine. "Wait, you all close in two minutes!? I can make an appt and come back." They insist, Mike says he is there until 7pm anyway. He goes over everything with me, gets my mask set up, tests and sends me on my way. Meanwhile, I am still waiting for Lincare to return my call. Can't wait until that happens. read more

This company and its employees are absolutely wonderful. From the first contact, I have been pleased with the service received...I was set up with my CPAP machine within the FIRST week my doctor sent the order. My insurance benefits were discussed fully, the scheduler I spoke to on the phone was knowledgeable about the equipment when I had questions, and the technician really took the time to make sure I was comfortable using the equipment and had my mask fitted properly before they left. As someone who has dealt with both Lincare and Bluepoint Medical...don't even bother wasting your time!! Quality DME, you've earned yourself a new, longstanding patient. Thanks again! read more