ComplaintsforValley Respiratory Services

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company should have supplied me with CPAP / BIPAP equipment. They keep on sending me the wrong equipment so I can not use my machine. I have been recently diagnosed with server Sleep Apnea that could result in my death. I have phoned their number ************ and just get voice mail. I leave messages but no one phones back. I have today reported this company to the *** medical equipment service. I just simply want the right parts form my machine. I am not being able to use this BIPAP machine, hence I am not getting any sleep and neither is my wife. HELP! Apparently, I am not the only person with a problem with this company. This is not the first time this company has had a report filed with the BBB and YELP has at last count 66 recent complaints.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Terrible service. They NEVER answer their phone. When you leave a voicemail they promise a call-back in ***** hours, it is more like 3 weeks - if they call back at all. I ordered **** supplies March 23. I received an email they had been delivered but I did not receive a delivery. I called immediately. After 39 minutes on hold I left a voicemail. I received a call back days later. Turns out they sent the supplies to the wrong address (they never validated an address as part of their ordering process) and there was nothing they could do. They were completely unwilling to discuss options. Since I am unable to order supplies again for 2-3 months - until after I theoretically use up the supplies I never received - I either stop using the **** machine during this time or I continue to use it with out of date supplies. They stress replacing **** supplies at regular intervals they say because it promotes healthy use of the machine and prevents illness caused by old masks, tubing, etc. Actually, it is so they can bill insurance for those **** supplies. Now since they mis-sent my supplies - it is perfectly OK for me to use the old mask and tubing for the next 2-3 months even though they told me I should be replacing them NOW or risk illness. Or I can stop using the machine altogether for that time. I dont think either is acceptable. They take no ownership for protecting their patients. Whether I get the supplies or not means nothing. Someone from VR was supposed to get back to me yesterday. Not surprisingly no one did. Today, I reported this to my insurance in the event they bill for these supplies (no billing as of yet) should I see these charges come through on a future statement I am to call insurance back to report it. And for the next two months I can either stop using my **** machine or purchase supplies on my own without benefit of insurance coverage. Very poor patient practices.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company continues to charge me for services I've rejected and canceled multiple times. They continue to confirm I have zero balance due, and that they have provided no products or service since the original time I've used them. But every month they charge my credit card again. So I call in again, complain. And again they confirm I've not requested supplies or services, the confirm they attempted to charge me again. I have since changed my credit card, but my credit card company lets me know they are attempting to charge me again and I'm concerned this will impact my credit history for non-payment. I call every month, and every month it's still a problem, for over 6 monoths now. I'm not sure how to make this company stop charging for no reason.

  Business response

  10/06/2022

  Due to HIPAA any responses will be made to the consumer

  Customer response

  10/06/2022

  This response was a non-response.  The business indicates they attached their response but there is no attachment.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have to use a breathing machine and contacted VRS for the machine that my doctor wanted me to get. We got through the process and they mentioned the machine was going to be sent, since it was not the correct one I called spoke with **** in CS she was able to get it switched to the correct machine. We then completed the paperwork required. We were told we would give a call before delivery, then all of a sudden the machine arrives. We open the machine and its the WRONG one, not the ones that was supposed be changed. I immediately called, took the afternoon off to take the machine back to the office, I called had to speak with **** a supervisor, I told her the issue, my concern about being charged for the machine I had, offered to bring it back, she asked me to email the updated script (even though my doctor called and gave you the information, that vanished) she was not sure of the email. I sent it to the one provided she said, she would call me back, (which she never called me back);and they would get switched out, I called the following business day, only to be told that they will not exchange it and to bill me. Ridiculous trying to defraud my insurance for a machine I didnt want, then to not do what you said you would on the phone ? I have to constantly chase them down for answers.

  Business response

  08/23/2022

  responses are kept confidential due to HIPAA...

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩