Reliable Respiratory - Norwood, Massachusetts

Ramon T.

I have had two appointments cancelled on me for them to come to my house for a new fit and go over my machine this is ridiculous that's twice that they canceled on me and I'm not supposed to be mad about it. I have to say I will give them four stars because they did make it out and the person they sent. He was amazing he gave me a mask I never thought I would wear and I have been sleeping great since he came I wish I remembered his name because he does deserve 5 stars and for the young lady who called to check up on me after my review she was very respectful and she understood my anger and I promised her I would revise my review they can still do better but the two people who I came to know were amazing I wish I remembered names thank you both you know who you are

mark S.

So I have to say that I have dealt with Reliable for many years-15-20 years-6 months ago they said they could not give me a chin strap for my face mask every 3 month now only every 6 months. So I paid 40 dollars for it because I needed it. Then next time I ordered they sent me a bill for 56.36.. I called them thinking it was an error and I may say I was not happy talking to someone in some country.
Any way he said my insurance only pays 80%. I asked him what have they usually paid because I never had been billed in all the years I worked with them. That was to tough for them to answer. Told me to call my insurance company.

I did call my insurance company and indeed they did now only cover 80% of durable medical equipment.
So that's the story-I guess if the representative had taken the time to answer my simple question I would not have been writing this at all. To me I use to call the company and talk to the person at the front desk-and they worked out any problem-I think I was just not happy dealing with a foreigner-that I could not feel comfortable with or have the same trust as before. They are just robotic in thier responses, no personal connection.

Annalyssa G. M.

First they repaired my machine instead of replacing it. I didn't even know that was bad - they argued with me that it had been replaced last year and I was like no you for sure did not - also, the place that was repaired doesn't show up on the ResMed approve repair locations so that will be another issue! So I got it back after the broken heating unit was allegedly repaired until it broke again or was still broke and we went back-and-forth with them saying no we replaced it. I'm like no you sent me back my broken one - we did this dance for a couple of weeks with literally half a dozen times somebody telling me I personally will call you back tomorrow only to never have them do it and then when I would bring that up when I would call back, they wouldn't even apologize they would just say we're very busy. We are understaffed or whatever. I'm like that's not my problem. I can find a different vendor and obviously will . So finally counting down the days to the two year warranty deadline after 13 months of nightmare they say I'm getting a new one!
So I opened the box and I see a brand new BAG so I'm excited then I open it and something seems off. I take out the cord and there is what I hope is pet hair, but some of it looked like grey pubic hairs sticking to the Velcro.
My daughter, who has a severe pet allergy was helping me and not 15 minutes later she needed to take Benadryl! There is then a dirty filter literally
still IN the machine that is clearly used.
It's in rougher shape than the one I'm turning in after two years.
The rubber grips in the bottom were dirty!
There was even some sort of glue where the air hose plug would go. I have so many pictures and will share some but this definitely seems like fraud. Because this is allegedly a brand NEW machine and there was no ambiguity about that! So what germ field dirty other persons use machine did they send to my home?

Andrew M.

I was referred here by a doctor to help with sleep issues. Never got asked to come in for a fitting. Just a phone call saying what they were sending me. I called a few months ago for a billing issue. The guy on the phone said 2 more payments, and the machine would be mine. I got a bill today and called to ask is this the last one. From what I understood, pay this month and expect another bill next month, and that will be the last one. This company is frustrating to the point that I'm ready to just drive up there, drop the cpap machine off and be done with it.

Elizabeth P.

Very upset with this experience. I was referred here because of the location and confirmed the Springfield location with the representative. Then there was a delay for my insurance approval, it has taken 2 weeks to get resolved. When I called back finally to check on the status, they said they did not even put in my order to insurance yet!! Finally I received the email that I could place the order and I called again, they said there was a mix up and they were still waiting. Another week went by (going on week 3) and I got a call to schedule my order. I confirmed my details and then the representative told me there is not a local location in Springfield, even though it is confirmed on google and confirmed from them when I first spoke to them. That is why I chose this location, because it is right across the street from me. I would never suggest using them. The woman on the phone had no customer service, did not even apologize. 0/10

Roses A.

In October I bought a ResMed AirMini AutoSet Travel CPAP from Reliable because my old travel cpap machine was alittle loud. (Sales Order No. 1577659) The person I talked to on the phone was great and had it shipped out 3 days before my trip. Prior to my trip I tried it for 3 nights and neither my wife nor I could sleep. It is the LOUDEST Cpap machine I have ever used. I was unable to take this machine on my trip. Last week I brought the Airmini back to Reliable and asked is this noise level normal. The person out front said yes. I said maybe you could check the noise leval against another one but he said they are all loud. I paid over $1000 for it. He asked me what I wanted to do about it and I said that I wanted my money back. He said that they cannot do that. He said something to the fact that you only sell them and there is no warranty. I have been one of your cutomers for years. You sold a product that seems defective and your person out front was no help. If you sell something you should support it. I asked the person out front what I should do with it and he said that I should try selling it on EBAY or give it away. This is unacceptable. I would like to return the machine and I would like a refund.
Regards
Ed Rose

Lon S.

Reliable was not very reliable. They did not respect my time or money, providing the bare minimum of care possible to keep the rental revenue flowing.

In my case my doctor's office prescribed me a CPAP machine and delivered me to Reliable for the equipment. Apparently I was entitled to an in-person fitting and consultation that was never offered. I only learned about that after the fact and after my insurance deadline to get this thing working had passed.

What I did get was a rushed video chat with an overbooked therapist that wasn't much help. I could not get a proper fit, the pressure settings were too high, and I didn't have the time to continually work between my doctor's office and Reliable.

My doctor's office is equally at fault here. I was unfortunate to find myself at the mercy of two organizations more concerned with driving volume vs. providing appropriate care.

Because I was unable to resolve these issues within the window for insurance coverage I had to send the equipment back. I am now going untreated for a condition that warranted treatment.

katie L.

I've had nothing but bad experiences with this company so far. Everytime I requested equipment I get the wrong item if you call you get attitude. But my experience that takes the cake was when I requested a fullface mask,because the intial nasal mask wasn't working for me. I felt all but ridiculed everytime i called in, so much so that i bought different masks out of pocket. I even had one guy ask for my used equipment back. Anyways, when I finally called and requested a full face mask due to mouth breathing, i was transferred to a tudey respiratory therapist who said i didnt need a fullface mask, and I was advised to stick my tongue to the roof of my mouth while I slept. Lol anyways the fullface mask is working, I got sent a wrong face mask again without memory foam, but just hoping it's smooth sailing from here on out.