Our original in-house CPAP set-up appts (for 2 fam mbrs) went really well. The sales rep was very patient and helpful. She provided modem reports so I could track my daughter’s usage. We had to exchange one machine within a couple of months, but that quick exchange was handled in-house and went smoothly. However, ordering supplies has been a nightmare. We originally placed online orders but were discouraged by our rep from ordering online when I had questions about model numbers for supplies. She said she would handle all orders automatically for us, which arrived on a different schedule than we expected based on a chart NW Med gives new clients. At some point no more shipments were coming and our rep stopped responding to emails and calls. My husband's headgear straps had stretched out, so he placed an order by calling the Renton office directly. My daughter had mentioned stretched straps in a service questionnaire and was sent the incorrect set by the Renton office without order confirmation. Our Aetna insurance normally covers all supplies, but we were billed by NW Med $60 for each set of replacement straps. Months of contacting NW Medical resulted in one returned voice mail and a run-around by email. Aetna showed me that the paperwork from the Renton office lists the incorrect provider name, which is not included in the contract, so Aetna considers Renton to be Out-of-Network. Aetna says this could be rectified easily by Renton fixing their paperwork or adding the name listed in the contract, but the Renton office refuses to comply and continues to send us bills. Over the last 3 months, I have repeatedly requested from NW Medical a statement of all supplies sent to us for each account, so that I can compare to the chart and see what we can order from this point forward. They have not provided this statement of our accounts. THIS IS SO FRUSTRATING. Finding a new provider.
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