I have been a customer of American HomePatient for a long time….I believe since 2002. During that time they supplied me with three CPAP machines and countless masks, cushions, filters, hoses, etc. I have always thought their service was unmatched but not anymore. On 11/28/2015 my most resent CPAP machine was supplied by American HomePatient. This machine came with a heated ‘Climate Controlled’ tube. They had sent me three replacement hoses for this machine since I received it (normal supplies) but since my original hose was still OK I continued to use it and put the new hoses away for future use.
When I received the most resent replacement hose earlier this month I noticed that it was a heated hose for my previous CPAP machine which is completely different. I checked the previous two hoses they sent me and found they were the incorrect hoses as well. I called customer service to get these replaced with the correct hose and the young lady said she would get it done. Unfortunately, and to my surprise, she called me back to say that her supervisor would not authorize replacement of the two older hoses because I had received them longer ago than the 30 day return policy. She said it didn’t matter that your company had shipped the wrong hoses!
It’s a fact that the older hoses have been on my closet shelf for more than 30 days but they are new, unopened, and unused and, as I stated, they had sent me the wrong hoses to begin with! This type of customer service is totally unacceptable for a customer who has been doing business with a company for 14 years and when there are so many other companies with whom I can do business, So, I guess that’s what I will do….do business with someone else. There are several competitive companies near my home who offer the same services as American HomePatient and will gladly accept my business. That’s too bad…..but a decision they forced me to make.
All USA
I have been a customer of American HomePatient for a long time….I believe since 2002. During that time they supplied me with three CPAP machines and countless masks, cushions, filters, hoses, etc. I have always thought their service was unmatched but not anymore. On 11/28/2015 my most resent CPAP machine was supplied by American HomePatient. This machine came with a heated ‘Climate Controlled’ tube. They had sent me three replacement hoses for this machine since I received it (normal supplies) but since my original hose was still OK I continued to use it and put the new hoses away for future use. When I received the most resent replacement hose earlier this month I noticed that it was a heated hose for my previous CPAP machine which is completely different. I checked the previous two hoses they sent me and found they were the incorrect hoses as well. I called customer service to get these replaced with the correct hose and the young lady said she would get it done. Unfortunately, and to my surprise, she called me back to say that her supervisor would not authorize replacement of the two older hoses because I had received them longer ago than the 30 day return policy. She said it didn’t matter that your company had shipped the wrong hoses! It’s a fact that the older hoses have been on my closet shelf for more than 30 days but they are new, unopened, and unused and, as I stated, they had sent me the wrong hoses to begin with! This type of customer service is totally unacceptable for a customer who has been doing business with a company for 14 years and when there are so many other companies with whom I can do business, So, I guess that’s what I will do….do business with someone else. There are several competitive companies near my home who offer the same services as American HomePatient and will gladly accept my business. That’s too bad…..but a decision they forced me to make.