Your agent Shayna is so amazing. Please give her a raise, kudos, whatever it is that you all do to recognize your agents. For 3 months I have has no luck coming in a s new patient trying to understand how all this works, using masks that caused pain and discomfort trying to find a mask that works for me. I spoke to several agents on the phone that were rude, no help, did not provide any information that gave me an understanding. I went to chat and Shayna allowed to to vent and was patient with me. She made sure I knew all information needed. She allowed me to explain what is was I was looking and asked the probing questions needed to understand my request. She even sent a picture of what I described to ensure we were on the same page and at that point I was in tears. I felt heard and understood and all my frustrations were gone. Before speaking to Shayna I was about to pack everything up and return it because I was over it. Now I just need to get an understanding of billing because I keep getting invoices and the agent over the phone was not able to explain the invoices which is a bit concerning. But Shayna had already helped so much I did not want to add more lol. Thank you from the bottom of my heart Shayna for your customer service and professionalism. read more

On September 1st, I called Sleep Central to inquire about the availability and cost of a specific CPAP mask. Although I have been "on the books" at Rotech/Sleep Central for a number of years, I had not placed an order since 2021 so I needed to update my profile. I had the pleasure of speaking with Mikki H. in Customer Service. She was able to update my profile including my new prescribing physician, answer all my questions with regards to insurance and co-payments, and place an order for me. She was thoroughly knowledgeable and made me feel like a valued customer. I made a follow-up call to Sleep Central on September 8th to inquire on the status of my order and spoke with Jarrell M. who was able to confirm that the order was indeed being processed. She further explained to me the insurance aspect of the order. That same night, I received an email from Sleep Central advising me that my order had shipped together with the tracking link from UPS. I wish to acknowledge Jarrell as being most helpful in this process. Although I realize that I can place further orders online, I will continue to call instead and hopefully get the professional but personalized services of either Mikki or Jarrell. read more

Chris "Jonesy" Jones restored my confidence in Sleep Central a second time. Julie, the regional manager, intervened almost a month earlier and rescued me the first time from three months of being without my C-pap in my first six months of ownership. The sincere willingness of these two employees to speak and serve me above and beyond standard operating procedures, when it felt as though I would be destined to be without all of my C-pap supplies, with no responsible "live" person who could help, is the reason I am giving Sleep Central five stars. Errors and perfect storms happen. We may cause them, or we may be caught up in them. Chris and Julie didn't spend a lot of time on blame or finding fault. They were quick to make things right. That's what I needed. That's why I am giving Sleep Central five stars. I don't need perfection. I need people who want to know how they can help with my needs. read more

I just wrote a beautiful honest review and before I could Post it it flew out of my hands and vanished. Whitney S is remarkable, efficient and knowledgeable. She is looking into the matter and will keep me posted via email. She follows through for her customers. My pulmonologist referred me to Rotech, he highly recommends them. Previously I was getting supplies from another company. I'm a dedicated Rotech customer now. I'm 92 and I have had sleep apnea for 15 years and this is the best care ever with the latest state of the art CPAP ResMed 11. I use oxygen at night in addition to my CPAP 11 machine. My daughter is so happy that I'm getting the best care from Rotech for my problem. If you are admitted in the hospital, pack up your CPAP because they have outdated CPAP machines. read more

Good Afternoon, My name is Ann. I received a call today from Brenda B. I just want to say what an asset you have. Brenda was so polite, empathetic and very thorough. She explained everything in detail. I ordered my CPAP supplies over a month ago. Although she called just to verify my address. I expressed to her my concern, regarding my supplies. She looked into it and made sure the ticket went to the back of the house and will make sure the supplies will be mailed out today. Brenda over exceeded my experience and expectation .She is for sure a keeper.I give her 10 starts if I could. Thanks again Brenda B. YOU ROCK!!!!!!!!! read more

I've had multiple issues with supple issues for my CPAP supplies (and some of them were due to my own actions as I do not open my packages immediately due to my work schedule, making it harder to address the concerns at hand) However, Emily S. was more than helpful and was able to unravel months of irritation that I have been dealing with supply issues by going over the supplies I was receiving in my upcoming order via live chat function after I simply asked about the estimated time of arrival for the headgear for my mask. Emily S. had been able to avoid my future supply issues with my upcoming order where multiple components would have been incorrect; these supplying issues should have been reconciled at this point in time, and thanks to Emily S. they will be. read more

I SPOKE WITH SHEILA B TODAY, AND SHE WAS MOST HELPFUL. i have been a customer/client for 7 years and have been well served. However, a few months ago my CPAP machine was replaced. It was supplied by Rotech. When it was finally time to get replacement supplies, I ordered online and was shipped supplies for the old machine. The person I originally spoke to said it was my fault, and charged me a return fee plus a fee for return shipping label. When the label did not arrive, I called and spoke to Sheila, she was extremely helpful and corrected my records to reflect the new apparatus (which should have been done immediately). I really appreciate her courtesy and helpfulness. She is a gem. If I was still in business I would hire her immediately! Randy C 5 stars read more

We love Kelly Regan, our contact at Sleep Central! Sleep Central is the organization within Rotech that actually provides the medical supplies used by Rotech customers. We had trouble with the local office, and complained about it and were connected with Kelly. She has been wonderful -- responsive, helpful, and she explains everything very clearly. The local offices are often former small businesses that were bought by Rotech; they do not carry a large inventory of supplies. Sleep Central fulfills that role. We have ordered via Sleep Central for a long time, and the service has been very good. Kelly has more than made up for the problems we experienced getting a new CPAP and the correct supplies through the local office. THANKS, KELLY read more

I have successfully used Sleep Central for several years for supplies to work my bi-pap machine. The last order I received included a hose that I found defective. It was stiff, uncontrollable and very difficult to handle. I called the order desk and after a short wait, talked to Danielle French. She was very pleasant and although she agreed that I had a legitimate problem it was not on the list of cost-free replacements. I would be charged $15.00 for a new one. She volunteered to talk to her superior to see if an exception could be made. She called back the next day and reported that a new hose would be sent cost-free to me, immediately. I am pleased with the service. Thank you, Danielle! MaryLou L. read more

After placing my order and commenting about needing a new type of mask, Johnathan went into immediate action. He guided me through the process and contacted a Rotech clinician to help with the style that would fit. The clinician spoke with me on the phone and sent me information on what was need to get the correct mask and fit. I then contacted Johnathan back with the information and order was filled! Johnathan stayed with me every step of the way and made the process so easy!!! I put this off for months because I didn't want to "deal" with it and so sorry I did-could not have been any easier!!! Thank you Johnathan!!! read more

Talked to the representative via chat and I must say this was one of the best chat services I have ever had in a long while. Shayna was patient and courteous in delivering responses to my questions. My CPAP supplies were ordered without any issues. I must say that I certainly value great customer service, and this was a plus in my book. She was able to provide me with valuable information on the differences between masks, tubing and this is always a plus in my opinion. She explained procedures, pricing, and my responsibilities for co-pays if needed. I must say that she was very thorough in all the steps. Great job! read more

I would like to take a moment and thank Ms. Christina Shupe and Ms. Nissa Wilson for their excellent customer service provided to me. I am a mother and Legal Guardian to my disabled son, and new to the world of CPAC and sleep apnea. They took the time to hear my concerns and provided reassuring words to make this successful for my son. I would also like to give thanks to Ivan Antony who spent time with me on the phone to insure I was ordering the correct headgear and pillows for my son to make this experience GREAT. What an awesome team of employees "Rotech Healthcare" has. V/R Elizabeth Rice read more

I have had pretty good customer service at Sleep Central until about a month ago. Sent me the wrong item and trying to get it corrected was a struggle. Enter Jennifer J and everything took a total 180. She knew exactly what I was talking about and took the proper steps to ensure it does not happen again. So kind and considerate reaching out to me, keeping me updated and apologizing for the mistake. I appreciate her top notch compassion and care. If I have any other issues in the future, I will be contacting her. Thank you, Jennifer J your kindness and compassion for your customers is outstanding! read more

This a review for Sleep Central in Murray, KY. I called Rotech inquiring about chinstraps to use it along with my CPAP mask. I spoke with Josiah C. who's very likable, and professional. He promptly verify my account, checked my file, and emailed me a list of chinstraps samples to select one. He also offered to call the local office to check which chinstraps they have at their location in case I wanted to see them, and verify they're hypoallergenic. Josiah was very knowledgable and proactive, he listened to my needs and provided an excellent customer service experience, for which I am grateful. read more

Back at the end of March 2024 I tried to place an order for some supplies and on April 3, 2024 I got an email saying they needed a compliance report in order to fill my order. I did this on April 4, 2024. Since then I have tried to contact you about my order and I have got no reply from you people. So I called you today and was transfer to Yorktown, Indiana. The lady there was very helpful and she said I should wait another 2 months and try then again. Was not the answer I wanted but she did answer my question. At lease she did not ignore me. Give her a 10. You people det a 0 stars. read more

Emily Stout Customer Service Specialist IV I just spent a good half hour chatting with Emily Stout. There was a difference between the packing slip and the item that was delivered. Going back and forth, Emily patiently gathered information so that an exchange of the item could be made. She also verified that the correct size of the item would be sent in all future orders. Going the extra mile, Emily also got the necessary information to determine how the error occurred initially and could be corrected. She not only helped the customer but is trying to improve the company. read more

Haley S. from Sleep Central helped me today. I was told last Thursday and again last Friday that the warehouse was ready to ship my supplies, but here it is the following Tuesday and I have yet to receive an email with my tracking number. Haley S. offered to send an email to the shipping department to see what the holdup is and once she gets a response, she offered to send me an email with the update. She went above and beyond to help me get my supplies. I appreciate her extra effort rather than to be told, just wait for the shipping email (which never arrives). read more

Rotec technician Rachel was very caring and helpful with my problem concerning the ResMed AirCurve 10 bipap. She went out of her way to help me reset a critical function. Unfortunately, Rotec's detailed instruction video did not do the job. I will now have to take the bipap to my nearest service provider 58 miles away (over 100 miles round trip) - my second trip for help on this bipap. I've had several other problems with this AirCurve 10 bipap that never happened with my 15 yr old Philllips Respironics bipap. This is NOT a "new and improved" device. read more

Due to confusion over CPAP equipment, my doctor sent my order for supplies to the wrong company. Therefore I received the wrong equipment from the right company. When I contacted Sleep Central to return the equipment, they were very helpful. Cristie W couldn't have been more patient and understanding. She had everything cleared up quickly. It was such a relief to deal with a kind, patient person who put my needs above everything else. Thank you, Cristie for making my day. And thank you, Sleep Central for having such good service technology. read more