Providence Home Medical Equipment - Salem

I had an appointment for a mask fitting today. Brian greeted me, and Kris did my fitting. Both were exceptionally polite and professional, and I especially appreciated Kris' attention to detail, knowledge of the different products, and thoughtfulness in really listening to my needs and experiences to ensure that I got just what I needed. I left with my new mask, and am now about to enjoy what I anticipate will be an excellent night's sleep.

Looking at all the poor reviews I am going to assume Brian has been working here for at least 2 years.
Here is my experience with Brian just last week:
I live 45 minutes from Providence office on Pringle in Salem. I had to make an appointment to pick up an oxi-meter at 1:00pm. When I drove up, a lady was waiting in the only shade in the parking lot. As I walked past her she followed me to the door. I rang the bell as instructed. While I waited I was reading signage stating if your more than 10 minutes late for your appointment you will be rescheduled.
Brian opened the door and asked if he could help me. The lady said she also had a 1:00 appt. Brian stated her name and said he was waiting for the interpreter. I thought 2 appts at the same time when there was only one employee was weird.
Brian told me to stand over by counter, I did. He then quickly stated the instructions for operating the oxi-meter. I said "so there are instructions inside?" Brian curtly replied "those are the instructions". He then said bring it back tomorrow.
I followed the instructions but the meter did nothing, no light no sound no nothing. I worried all night wondering that it was all a waste of time.
Next day I brought it back stating nothing worked. He said that happens sometimes. I thought it would be nice if you took more 10 seconds to explain the instructions and include sometimes it doesn't work. It almost seemed he didn't believe me. He said he will check it out and get back to me and we will have to reschedule if no data was captured.
I was highly disappointed that Brian didn't call till the next day to reschedule. Brian seems to care more about his job satisfaction than customer satisfaction. His poor personal communication skills has prompted to see if my insurance company will work with another supplier.
I recommend Providence spend a few bucks to install a secure counter inside where the employees are protected and customers have a waiting area like every other supplier. Also Providence should have someone read and reply to these reviews like every other caring business. Finally tell Brian it's not about him it's about his customers and make him realize he deals with this equipment many times and we see it for the first time.

Disappointment. My experience a couple years ago was good, then this last time... The system is broken at this facility. Providence you can do better. I have been waiting for over a month just to schedule an appointment, after speaking to a gentlemen that clearly lacked people skills, or any compassion for someone with severe sleep apnea. I finally went to another provider in town.

I used to have great service here with helpful, thoughtful, and kind staff. Even up to about a year and a half ago. I was eligible for a new CPAP machine about a year and a half ago. The staff there made it seem like no big deal. I told them that it wasn't necessary at that time. Now I need one and have been having issues and someone telling me that I would need to contact my doctor and have them write a new prescription that was for a replacement one. I asked them why they couldn't make that call as I have never had to do this before as any needs pertaining to my CPAP and supplies has always been handled by them. That lady was extremely rude to me and told me that they didn't know if they could get me one and if they could, it would be months. I had informed her that I had been on vacation and had been carrying the CPAP machine downstairs to the bedroom and dropped it and it wasn't working correctly. I had been without my machine for about 4 weeks. I had left several messages on the line that is "checked once a day." Finally last week I talked to a different person and she told me that they could get me seen for a new one in a few weeks and then questioned me about the equipment I needed. I told her I needed the size small mask as I used to get and then asked me if it was some S10 something or other. I said I had no idea as I just know the mask was a size small. All my info should be in the computer. I just feel like they don't want to help people and service just isn't good anymore. I have now been without a CPAP machine for months now. I hope that I get the new one next week. I can't sleep hardly at all and when I am able too, I wake up gasping for breath because I am not breathing well. So disappointed.

I have absolutely had it with the Salem office. I live half an hour away, was in town handling all my business and stopped by to ask a question. The person at the reception desk was in a business meeting on the computer. She didn't know how to mute her own mic, I guess, or mute the meeting to address me. The only other person in the office (a man) came over and couldn't figure it out either, so they sent me away!!! I was flabbergasted.

Yet, I stayed with them b/c I've been a loyal customer for years. Today I tried to call to set an appointment and was on hold for more than six minutes before I gave up. This is typical for them, and I'm done. The only thing they're good for is ordering supplies over the phone. I had a GREAT experience at the office on Halsey in Portland. I had broken my machine abroad, asked for an appointment the day I flew in. They saw me that day, addressed all my questions and fixed the machine. Lovely customer service, like the Salem office used to provide.

I used to have a good experience here at this office and the customer service was awesome but over the last year or so, I have been soo disappointed in the staff that work here now.
I was in personally to get equipment and the person I spoke with, told me he would mail my things out as soon as my prescription was on file....fast forward 3 weeks and still nothing.
I didn't bother going back and called Providence. I was informed he never sent my things out, even though my prescription was faxed over the same day.

I needed a knee scooter for my kid the other day. Whoever answered the phone was borderline yelling at me and questioning the practicality of the prescription the doctor ordered for my son who's ankle and arm was broken. Then when I asked for price estimates he went off that I needed insurance and depends if I've met my co-pay and kept reiterating about insurance. I just ordered one off Amazon for the same price he quoted after co-pay. He gets around really well with the scooter, better than falling repeatedly without one. I have pretty good providence insurance and met my deductible for the year but I think Amazon was faster and cheaper compared to what the service rep was yelling at me about.

They used to be very friendly and helpful. But, over the last several years it has been dreadful working with them. The latest event was when I tried to get my c-pap supplies. I was told I need a new prescription and that my Doctor could do that. I did that and my Doctor also ordered a new c-pap machine. 3 months later I still have no machine, problems with the prescription, but also no supplies for over 1 year now. Thanks for your help.