Reviews

This profile includes reviews for HME Specialists's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HME Specialists

  3901 Masthead St NE Albuquerque, NM 87109-4481

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  HME Specialists

  611 Osuna Rd NE Albuquerque, NM 87113-1028

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  HME Specialists

  10801 Golf Course Rd NW Albuquerque, NM 87114-6378

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  HME Specialists

  2301 S Main St Ste A Las Cruces, NM 88005-3273

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  HME Specialists

  413B E College Blvd Roswell, NM 88201-7524

Review Details

• Review fromRALPH K

  Date: 10/29/2024

  1 star
  Their primary problem is in the systems, They have other issues, but their systems need to be addressed first and by doing that, the rest might be improved.I have many issues with the but here is the last interaction I had with these idiots.I got a reminder for an appointment that had to be rescheduled. The email asked for a reply with the word confirm to confirm.I did as instructed to confirm.A minute later I got, This message was created automatically by mail delivery software.A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:As a retire senior systems engineer, trying to work with these people for years, and getting no where, what can be done to hold these people accountable?This is required medical equipment to maintain my health. Keep me alive.

  HME Specialists

  Date: 11/13/2024

  Thank you for sharing your experience with us, and we apologize for the frustrations caused by our systems and communication processes. We understand the importance of reliable service, especially when it involves essential health *********************** clarify, an order was placed for your required equipment on 10/24, and it was delivered promptly on 10/30. However, we recognize that the communication and confirmation processes failed, as you noted with the automated email error. This breakdown in communication added unnecessary confusion, which were actively addressing with our IT and customer service teams to ensure smoother, more reliable interactions in the future.Your feedback is invaluable as we work to strengthen our systems and overall service. Thank you again for bringing this to our attention.

• Review fromSharon K

  Date: 10/15/2024

  1 star
  I was there to pick up an oxygen monitoring device per my doctor's prescription. As I stood there at the counter the staff was engaged in personal conversations. They toned it down when I complained about their chatter and got their attention fully visible waiting to be served. They were thoroughly unprofessional with their behavior and lacking... poor customer service skills. Where do you get these people from or do you bother to even train them? However, this is seen far to often in New Mexico.

  HME Specialists

  Date: 11/13/2024

  Thank you for sharing your experience. We apologize that our service did not meet your expectations and that our team did not engage with you in the professional and attentive manner we expect. Your feedback highlights an opportunity for us to improve our customer service standards, and we take it seriously.We aim to create a supportive and respectful environment for each patient, so your feedback will be reviewed with our team to reinforce our commitment to professional, patient-centered care. If youd like to discuss this further, please reach out to us directly. Thank you again for bringing this to our attentionyour experience helps us identify areas where we can enhance our training and service quality.

• Review fromWayne B

  Date: 10/08/2024

  1 star
  Terrible service. No communication. No one knows what one department is doing or even there own. Can never receive a straight answer . It's been about a month now waiting to here from there leadership team. No explanation about why always supplies are delayed.

  HME Specialists

  Date: 11/13/2024

  Thank you for sharing the patient's feedback. We take all feedback seriously and are committed to delivering excellent service and clear communication to each patient.Upon reviewing our records, we found no documented requests or notes regarding a need for follow-up from our leadership team, nor did we identify any communication delays within our regular processing times. The patient's supply orders were delivered on schedule on 10/21, 10/28, 11/5, and 11/11, as per their Standing Written Order (SWO) and healthcare provider's prescription. We encourage our patients to reach out with any specific concerns or questions, as our team is here to assist and provide timely responses.If the patient continues to experience any challenges or has questions, they can contact us directly. We are happy to ensure they receive the support they need and enhance our communication efforts to avoid any future misunderstandings. Thank you for bringing this matter to our attention.

• Review fromMARY G

  Date: 09/25/2024

  1 star
  HME Specialists is the worst company I have EVER dealt with in my almost 70 years! We have notebook after notebook of notes detailing problem after problem, many of which I've seen in other peoples' reviews. If you have a choice, DO NOT CHOOSE HME Specialists for your medical equipment or supplies because if you do, you can expect to experience these problems yourself! I can't imagine how they stay in business because there ARE other companies out there that offer better service. We will switch as soon as it's possible (evidently we can't switch until insurance has paid off their share of the equipment).

  HME Specialists

  Date: 10/09/2024

  We greatly appreciate this customer's feedback and welcome the opportunity to address their concerns regarding their experience with HME Specialists. We regret that we have not met their expectations, particularly after such a long-standing relationship since 2011. We sincerely apologize for any inconvenience this has caused them and their family.While we acknowledge that we may not be perfect, we are fully committed to ongoing improvements. Currently, we are refining our internal systems and processes to better serve our customers. Feedback like this is crucial in helping us identify areas that require attention, and we take it very seriously.We would welcome the chance to better understand the specifics of this situation. Should the customer or their spouse be willing, we invite them to reach out directly, allowing us to work together toward resolving any outstanding issues. We highly value their trust and business, and we hope to rebuild the relationship during this transitional period.Thank you for sharing your experience and for your patience as we work to enhance our services.

• Review fromBillie M

  Date: 09/07/2024

  1 star
  They're horrible. I set up automatic payments and paid it off in 2021. I received a bill which was supposed to be from *********. They cannot or will not tell me why it was not included in payment arrangement. I received a check this year for overpayment from HME for over $200. They sent it to credit bureau but refused to send me info. I was informed to call my insurance company from ******* to see what was paid to them because they don't keep that information. How can they change without knowing what the insurance paid and why it was not included in payment arrangement. Please look at all reviews before choosing this company. It's the nightmare that keeps on giving

  HME Specialists

  Date: 09/24/2024

  Thank you for allowing us the opportunity to respond to a customers review. We understand the frustration the patient is experiencing and would like to clarify the situation regarding their account.The balance in question pertains to services rendered between *********, and as the account became significantly overdue, it was transferred to a third-party collections agency. In such cases, the collections agency would have contacted the patient to resolve the balance. If the patient has not received the necessary information or is having difficulty obtaining details about their account, we encourage them to contact our **************************************************** at ************, or directly reach out to the collections agency handling their ********** some instances, accounts may be passed from one agency to another, which could create confusion, but our team is more than willing to assist the patient in acquiring the appropriate contact details and working through this matter. It is standard practice for healthcare providers to utilize collection agencies for unpaid balances, especially when an account remains unresolved over several years.We sincerely appreciate the opportunity to address this concern and are committed to working with the patient to reach a resolution.

• Review fromAnn L

  Date: 08/14/2024

  1 star
  After receiving the wheelchair at ******* on constitution, My mother used (Or had in her Possession), the wheelchair rented To her by HME specialists. A gentleman from HME specialist picked up the wheelchair. He wouldnt give us a receipt but told us he promised it would get noted. The van he was driving did say HME specialist. Since then, my mother has continued to receive a $10 charge for each month. After speaking to them and assuring us, it would be taken care of she still receiving, the bill. They are rude, unresponsive, And they dont have a clue how the Invoice and billing departments work. It is just awful. Do not Use!!! These invoices they are sending are fraudulent and way for them to make money by threatening the Patient. It might be time to get the lawyers involved. And notice, THEY ARE NOT ACCREDITED BY THE BBB! This should tell all of us something about the company. Unfortunately, I have to get on the phone with them if I can, to once again dispute the charge. Their phone assistance is awful!

  HME Specialists

  Date: 09/09/2024

  Thank you for bringing this concern to our attention. At ****, we take all feedback seriously and are committed to addressing any issues. However, in this case, without specific account or patient information, we are unable to investigate and resolve the situation fully.We would like to assure the reviewer that when provided with the necessary information and patient authorization, we are happy to share the specifics of any account while strictly adhering to HIPAA regulations. Our goal is always to resolve discrepancies promptly and ensure transparency in our processes.We urge anyone experiencing billing uncertainties or discrepancies to contact us directly so we can investigate and address the issue. We strive to do the right thing and resolve concerns while conducting billing/account practices accurately.We have contacted the reviewer and requested that they reach out to us so we can work together toward a resolution; and are awaiting their response.

• Review fromThomas H

  Date: 08/07/2024

  1 star
  Their 90 day trial costs $103.69.I have been trying to resolve this issue for many months now. However I've been unable to contact the finance department of HME. When their sales department called me several times and wanted me to buy more supplies, I told them I didn't need any supplies because I did not have their equipment anymore. I asked to be transferred to the finance department. Every time they transferred me to their finance department, no one answered. I sent in several requests from their website to try to resolve this issue. I never got a call back from any personnel. I never got any written reply responding to my written request for information. I did get dozens of robocalls from them. The robots would not talk to me. From the phone number the robots provided, no one answered the call. When I selected an option to be transferred to a representative, the robot said that no representatives were available for me to speak with.Their services did not meet my requirements, so the equipment they wanted was returned.The equipment they requested to be returned was returned within the 90 days.It took several months to be able to contact and speak with HME personnel to obtain information regarding their bill.They explained the bill is for headgear used during the trial.I was told that I did not need to return the headgear.I was told that even if I return the headgear, I would still be charged.The headgear is mandated to invoke the trial.I was not informed prior to beginning the trial that a prerequisite for the trial included a non-refundable $103.69 charge for equipment to invoke the trial. I was not informed that the trial would cost $103.69.I was not informed that it would take 3 or 4 months to speak with their personnel to discuss billing.I was informed that my insurance would cover the charges for their equipment and services.

  HME Specialists

  Date: 08/20/2024

  Thank you for the opportunity to respond to the complaint regarding the **** machine and supplies.After a thorough review of the member's account, we would like to clarify the situation. The member was never serviced through our Re-Supply program. The initial setup of the **** machine and supplies was processed through our **************** Sleep Team and ********************** on February 13, 2024. Prior to the member becoming eligible for their first re-supply order, the equipment was returned on April 8, 2024, and the rental was subsequently stopped.It is important to note that the supplies provided during the initial setup were opened, used, and discarded by the member. According to HME standards and insurance policies, once disposable supplies are dispensed and opened, they are considered non-returnable and patient-owned. These items are immediate purchases and cannot be returned or refunded.The member's account does reflect the return of the rental equipment, and currently, there is no outstanding balance on their patient account. Additionally, we have removed the member from our Automated SNAP re-order system to prevent any further contact regarding re-supply orders.However, there remains a balance of $103.69 in collections, which is from the date of service on February 13, 2024. This balance is due because it was not paid in full, and as such, collection activities will continue until the account is settled. The member has been contacted by our Director of Supply to discuss this issue, and they have acknowledged the balance and expressed a willingness to resolve it.We hope this response clarifies the situation, and we remain committed to resolving any concerns in accordance with industry standards and our company's policies.

• Review fromLuis J

  Date: 07/04/2024

  1 star
  A complete nightmare. Be careful with this company. Read the fine print before you sign, and ask for copies. If, you tell them to pick up their machine, make sure they have logged it down and are there on that specific day. If not, then call again. They will be bill you, and I mean ******* you with bills. Even if the machine is not in use and they haven't picked it up. They will use scare tactics to collect. I paid, instead of fight, for the simple reason that I didn't want a blemish on my near perfect credit score.

  HME Specialists

  Date: 07/08/2024

  We recently received an unfavorable review/complaint from a patient expressing dissatisfaction with their experience with HME Specialists. We take such concerns very seriously and appreciate the opportunity to address them.The patient reported issues with billing and equipment pick-up. Here are the details of our records:The patient presented to the ** in November 2020 and was prescribed therapy upon discharge, leading to the delivery/rental of equipment from HME Specialists during the ******19 pandemic. From November 2020 to June 2024, we did not receive any communications from the patient regarding their monthly charges or any issues with the rental equipment.According to our policy and the rental agreement, it is the patients responsibility to contact us if they have any discrepancies, dissatisfaction, or if they wish to return the equipment. Unfortunately, no such communication was recorded in our system. The equipment was finally picked up on June 17, 2024.We understand the patients frustration and apologize for any inconvenience they experienced. Our goal is to provide exceptional service and clear communication to all our patients. We encourage all patients to read and understand the terms of their rental agreements and to reach out to us promptly with any concerns.We are committed to improving our services and ensuring that such issues are handled more efficiently in the future. Thank you for bringing this matter to our attention.

• Review fromLisa H

  Date: 06/27/2024

  1 star
  This has been the worst experience by far. Invoices & online accounts always said something different. I couldn't ever get straight answers. I was sent supplies I didn't even ordered, they were sent back but HME still charged my insurance and me for it. If I hadn't kept an eye on my account and disputed it, they just would've collected more from both ******* insurance. On top of this, when asked for the my insurance info they had regarding my supplies, they sent me my info along with eight other people's insurance/supply info. HUGE HIPPA violation. And if I got that info, makes me wonder how much information like that has been sent out like that before? The absolute worst.

  HME Specialists

  Date: 07/16/2024

  We have received and carefully reviewed the complaint filed by "EH" regarding the alleged violation of the Federal Standards for Privacy of Individually Identifiable ****** Information and the Security Standards for the Protection of Electronic Protected ****** Information by HME Specialists.In tandem with the negative review on the BBB website, the U.S. ********** of ****** and ********************** for Civil Rights (***) also received this same complaint on June 27, 2024, concerning an incident that occurred on February 15, 2024, wherein HME Specialists allegedly sent "EH" other individuals protected health information. Following a thorough investigation, the *** determined to resolve the matter informally by providing technical assistance to HME Specialists and has closed the case without further action as of July 10, 2024.We want to assure "EH" and all our valued customers that ******************** takes the confidentiality of personal health information very seriously. In response to this incident and based on the BBB review, we launched an internal investigation and identified the department and individuals responsible for the error. We have provided additional HIPAA training and education to the involved parties to prevent any future occurrences.Per our policy, HME Specialists conducts mandatory annual HIPAA training for all staff members to ensure compliance with privacy and security standards. We have reviewed the materials provided by the *** and integrated them into our training program to enhance our workforces understanding and adherence to these crucial protocols.HME Specialists practices several reasonable safeguards to ensure the confidentiality of individual health information, including:Speaking quietly when discussing a patient's condition, equipment, services, diagnosis, medical needs, etc.Avoiding the use of patient names whenever possible.Using patient account numbers in place of names for most business practices as often as practicable.Providing individual passwords that have timely expiration periods and must be renewed for all computer systems and accounts that contain patient information.These measures, along with other reasonable patient information safeguards per 45 CFR 164.530(c), are implemented to maintain the highest standards of privacy and security.We deeply regret any inconvenience or distress caused by this incident and want to emphasize our commitment to safeguarding personal health information. We are dedicated to maintaining the trust and confidence of our patients by upholding the highest standards of privacy and security.Thank you for bringing this matter to our attention.

• Review fromRobert H

  Date: 05/01/2024

  1 star
  I ordered some cpap supplies on line. A week and a half later I received a call saying I would have to pay the co-pay before they could ship. Why the **** didn't they collect the co pay when I ordered the supplies? Anyway, they promised that I should receive them within 3 days. So Its been another week and a half and I get an email saying that they were shipped TODAY. A monkey on a burro could have had the supplies to me by now. HME is the definition of the word, *****.

  HME Specialists

  Date: 06/28/2024

  We appreciate the opportunity to address the concerns raised by the Complainant regarding the delivery of his CPAP supplies.The order in question was placed online on April 23, 2024, at 1:54 PM. Our system does not calculate copayments or out-of-pocket costs for 80/20 plans at the time of order. Our **************** Representative/Financial Counselor made two attempts to contact the patient regarding these costs on April 26, 2024, and April 30, 2024, successfully reaching him on April 30, 2024, at 3:13 PM. The supply order was then submitted on April 30, 2024, shipped on May 1, 2024, and delivered by ***** (tracking number ************) on May 2, 2024.While we understand the patients frustration with the timing, the period from order placement (April 23, 2024) to delivery (May 2, 2024) was approximately 9 days, which is within our standard timeframe for non-urgent orders. Given the patients history with HME Specialists since September 2016 and his familiarity with the copayment process since February 2022, we recommend placing future orders well in advance to align with insurance allowances and ensure timely delivery.We sincerely apologize for any inconvenience caused and are committed to improving our service. Please let us know if there are any further questions or concerns.