Nationwide Medical Direct

Bills insurance company at least 1 month prior to shipping and when asked about short shipments on masks, they do not give you a good answer other than they blame the insurance company. I have went from 1.7-1.9 to over 15-18 per hour due to mask seal using mask for 2 months

terrible customer service. have been trying to get a hold of clinical team for two weeks. Main number wait times are typically 20 people on queue, and when they do answer they can't answer your question and they "transfer" you to clinical team which they don't, they put you back on the loop and you get customer service again

Had some back and forth getting my medical device but they figured it out eventually.

NATIONGUIDE MEDICAL Subject: Formal Complaint Regarding Service Deficiencies and Urgent Request for Contact Dear Sir or Madam, I had high expectations for your company due to the nature of the services you provide, which are vital to patients’ health and well-being. Unfortunately, my experience has been profoundly disappointing—so much so that I must describe your company as one offering mediocre service. From the very first contact, customer service has been unacceptable: the phone wait times are excessive, and when someone finally answers, the representative appears to be poorly trained and lacks command of their responsibilities. I was instructed to press option 1 to evaluate the service, but at no point was I actually given the chance to share my feedback. I received a sleep therapy machine from your company—seemingly the cheapest model on the market—and it does not work properly. The device fails to connect to its communication system, and despite multiple calls requesting technical support, I am still waiting for a response after several days. This lack of professionalism and reliability compels me to request that a company executive contact me directly as soon as possible. I intend to return the machine and express my dissatisfaction with the way this matter has been handled. Without any intention of issuing a threat, I am seriously considering reaching out to my insurance providers to advise them of this situation and to suggest they reconsider working with your company, so that neither they nor other patients are misled or underserved as I have been. I look forward to a prompt response. Sincerely, Rowland del Toro.

Very poor and slow service for new order approval. Sleep apnea condition

For a company that keeps telling you they're focus is on services, it's impossible to get a hold of them. They have a system that only calls out and they have caller ID to tell you it's them. They call from multiple numbers and nothing consistent to keep track of. Lost trust before the process even started.

Terrible Company!!!! BEWARE! No customer service or give a Sh!!. They provide life saving equipment that many of us need to survive. And they don't give a crap that it doesn't fit right or work properly. They don't make sure that you have the tubbing or mask that fit correctly. When this was pointed out to them via, a phone call from us and my mothers doctor that she needed a mask that fits correctly and tubing. They offered a zoom meeting! How does that help if she does NOT have the correct mask or tubing, let alone an elderly woman who does NOT know how to use zoom, while I live 7 hours away and am unable to be there all the time to assist. This has been going on for over a week for this one incident, I haven't even mentioned that they blew her/us off for 6 months just trying to get the Cpap in the first place. Nationwide Medical is horrible, customer service horrible, Professionalism Zero! Nothing you can do legally either unless your loved one dies, then after talking to my lawyers you have an easy wrongful death suit!!! Why do our loved ones have to die, to get them to do their job!

Shipped me equipment with no order / authorization. Customer service was useless. All I can figure is that this boosted the sales rep's figures and they'll try to bill my insurance

if I'm willing to listen to how great their service is for 15 minutes, then I have an option of leaving my number so they can call me back. How in the heck is that top level service? What it means is they're not hiring enough support staff to answer questions. Their service is awful.

I have grown to absolutely hate this company, and to dread every interaction with them. When I first started I was told my insurance was barely going to cover anything, and how I could get a payment plan system for the $1300 or so I would owe. I really don't have that kind of money at the moment, but whatever I guess, I need the CPAP. I consented, and got sent my mask and machine. I struggled with it from the get-go. Lots of rain-out, the machine spontaneously deciding I was no longer wearing it and turning itself off, air leaks, or it failing to ramp back down after ramping up so hard it woke me, leading to needing to turn off the machine and turn it on again. I had been sent a medium harness and a medium mask, which leaked nonstop. Got a small harness and a small mask, and even then the seal kept breaking and the rainout kept happening. To stop the rainout, I followed all advice from the representatives that answered the phone. Nothing worked that also kept my mouth reasonably moist, and dry mouth causes me to gag as well as causes my teeth and gums to hurt horribly for days after. So I persisted with calling, and every rep I got would deny from having 'scripted' interactions -- aka when your call center has lines they read to you from a database to troubleshoot. Yet every single rep had the same responses, word-for-word, and no one was actually ever able to give me any degree of help. Some of those reps would even get aggressive with me over the phone about my lack of compliance. And on compliance: I had never been told about any 'compliance' system. Compliance means I have to wear the mask every day for at least four hours. If the machine shuts itself off? Too bad. If it doesn't record right? Too bad. If you rip your mask off in the middle of the night because its leaking and shooting air into your eyes? Too bad. If you are like me and have insomnia and delayed sleep phase disorder, too. Bad. The only advice I was given was to sit and watch four hours of TV a day with the mask on my face the whole time. Flabbergasting advice. I watch maybe four hours of TV a MONTH, I am not an individual with the time to sit and waste between trying to stay financially afloat and trying to keep my house in order. What a privileged life that rep must lead! So here we are now. Another call with a rep about how my compliance was bad (I hate that word by the way). Another bad and mean attitude, absolutely devoid of sympathy, like some sort of compliance cop. At least this conversation yielded in me getting a nasal mask to try, but here's the kicker! I insisted I would probably need small headgear, but this jerk's script said medium fits most faces. The more I tried to get a small, the harder he fought me back for a medium, ultimately saying its a different kind of mask. He also said that nasal masks lead to dry mouth, which I reminded him I cannot do dry mouth, at all, period. And I reminded him I had already told him that. So he said he would send me a chin strap too. Got the package today. Should not be surprised, but the medium head strap harness system IS TOO BIG and I need a small! Wow, shocker that! Almost like I know I am a smaller individual with different sized body parts than average! And there is absolutely not a chin strap in this package. Great. Thanks a lot, Nationwide Medical. Y'all really, deeply need to restructure your business. Your reps are awful to work with. I've tried to get to someone more knowledgeable, and literally just been told 'Nope.' Nothing more, no explanation, not even an excuse of 'Oh we don't have higher ups.' Just, "Hey can I speak to someone who has more knowledge on tough fits?" "Nope." This company is awful.