Baystate Home Infusion & Respiratory Services - Springfield, Massachusetts

Lowboy B.

I obtained a C-PAP unit from these folks and was told they would contact me every three months so they could arrange new supplies to be delivered to me. Three months passed. No telephone call. So I spent my precious time trying to find the number. I called them up and of course I got a menu system. When I finally got to the C-PAP department, I got another recording saying they check their voice mail once an hour. Really!

How much money is this business losing by being so unresponsive? I am giving them one more chance (1 hour) to show an interest in my well being and then I will go somewhere else. I am sure there are other local suppliers that must have better customer service than this.

Update--Baystate did contact me within an hour and were helpful getting my supplies. I just a received a follow-up call from them today. Hence, I am upgrading my rating to three stars.

Once again, three months has passed and no call to me to order supplies. I again spent time finding the number and calling only to get a recorded message that they will get back to me. Two stars for now.

L D.

My mom used to come here for her transfusions. It did take awhile for her to receive blood. With her age they wanted to make sure she wouldn’t have any issues. Especially because she had a blood cancer that required frequent blood transfusions. Her body became transfusion dependent which isn’t always the best case scenario. In order for her to live that’s what she had to get. Although she is no longer with us, after receiving over several 100’s transfusions, the liver eventually rejected the blood. That’s when we knew it was time.
Work with your doctors if there’s a medication that they want you to take take it even if it pains you, trust them they know what they’re talking about. My mom was very sensitive in taking certain medication‘s that could have prolonged her condition. Unfortunately, due to her history, it was already too late for her to start that medication that they wanted her to take if she had listened to the doctors at Baystate from the beginning, who wanted to give her this medication she still would’ve been with us, and not have gone for so long with all these blood transfusions. And the staff & the members here did everything they could for her, and we are very grateful as her family that she was given the best care as possible

Eolandra

I have been going through them for cpap supplies and I have been getting the run around for about a month now. When I went in about a month ago they told me my download was being sent to my insurance company so that they could get approval for my supplies. Almost a month later and quite a few phone calls and voicemail messages with no return calls, I call back to find out they never submitted my download to my insurance company but they promise to do so now. I don't feel very confident that anything will change.

My mother also uses Baystate Home Infusion and Respiratory in Springfield for her oxygen machine supplies and she once ended up in the hospital because they would not respond to her calls about her machine not working. The hospital then in turn had a hard time reaching them to make sure that a new machine was delivered for my mom's return. I had to call Baystate Home Infusion and Respiratory in Greenfield to get a more direct number in order to talk to someone. I then had to leave work early to meet the person who was dropping off the new machine so that my mother would be all set when she returned home.

I don't know how change will finally happen here but one patient told me she called and filed a complaint with her insurance company and now she has less problems. No one should have to do this and this doesn't solve the much large problem of bad customer service and patient care of all their customers.

Update: I just got off the phone with someone who said she was able to get my order filled - I took down her direct line so that I may actually be able to reach someone there.

M R.

If I could give them a zero rating I would. I have been receiving the run around from them for the last 6 months regarding the equipment my mother dessperatly needs.At first I was receiving conflicting information from them regarding her eligability through her insurence company . I finally had to go down there and clear the matter up, In doing so the problem was they would take her current ins info and not update her records on file!! So her faulty equipment was tested and deemed to be broken so they went ahead and requested a prior auth from her ins co but they failed to fax all of the required paperwork needed so my mothers claim was denied. We then had to appeal the decision and are still waiting for an answer! WHY YOU ASK? Because BAYSTATE HOME INFUSION never answers their phone calls or returns them, for ins companies or for the doctors and clients involved,They are disorganized and unprofessional! I dont think they care to realize they are hollding peoples life in their hands with their negligent way of handling things. They suck!!!I will never use them again after this!!!

janice W.

My boyfriend has been waiting 1 week for a nebulizer,they promised to deliver today,it's 7:10 p.m., still waiting. This is an outrage,Dr.Murray called last Friday to no avail,called again today,they lied & said that they were never contacted! Someone at the top needs to be held accountable,we're dealing with people's health.

Paul P. N.

This has to be the most unresponsive medical services organization on the planet if not the universe. You can never get a live voice on the telephone. All you get are voicemail boxes which apparently are never monitored because no one ever returned your call. I have called for weeks at a time and gone nowhere. If you have a respiratory problem go anywhere but here because here is nowhere.

Samantha F.

I have been getting baby formula through them since my baby needs a special kind and insurance pays for it well they sent me my order with all dented cans this month then I called them to get a replacement they delivered it to the wrong house. They have horrible service and if I could go somewhere else I would they are so unprofessional

Sun R.

Very bad and not responsible service. They never call back. All prescription need to be send twice (at least) because they never get it. Horrible customer service. Not pleasant experience