We are new to the area and we were trying to get our CPAP supplies established to the new area. Several months ago I contacted HMS because we were in need of supplies. They said they needed orders from the physician, which I got. Then they said it wasn't the right form, and my understanding was they would contact the physician. Not the case. After several phone calls and visits from out of town over a several week period to get everything they needed to fill the order they said they still did not have what was needed. Again they said they would contact my physician and for me to bring my husband's machine in. When I got there, a 45 minute drive for me, they still didn't have what they needed. I phoned my physician and explained to them what was going on. After several hours I finally received a phone call from HMS, after just driving around town waiting, telling me they were ready to proceed. When I got there and was filling out the paperwork the lady in the back asked the tech what it was I needed. She told her and the lady said, " You mean to tell me we did all that and that's the only supplies she needed!?" It was all I could get that day but I still needed a new machine and other supplies. I decided that I needed to find someone else to handle my supplies because this needed to be a long term relationship and I felt this wasn't going to work out. If I could put negative stars I would.
I first made the decision to use HMS for my husband's CPAP equipment when our insurance changed and our original company didn't accept our new insurance. Our experience with HMS has been a fiasco from start to finish. Initially, we set up an account with a store that ended up closing before our first equipment shipment and our information was sent to another location. It was six weeks after the initial delivery when we received correspondence from the billing office in Houston saying we needed to sign "this paper" so they could process our insurance claim. Then after we signed the paper so the insurance claim could be processed, it turns out that the insurance information sent to the second store was incorrect, and instead of calling us to inquire or follow up, HMS just flagged us as having no insurance. So bills for the full amount started arriving with no EOB to show they'd been processed through our insurance company, and it took two more months before we actually got hold of a person who knew what was happening with our account. Meanwhile, the management company (which bills out of Houston) certainly had no problem sending nasty past due invoices.I tried to call the Houston-based billing company several times directly, to deal with this issue, but there is no way to talk to a person on the phone; the automated system just reroutes you to your local store. The person you need to talk with at the local store is never available, or they "will call you back"; but it turns out that they never do call you back. So after months of attempted phone calls and aggravation, I finally threw a royal fit and got hold of the billing manager at my local store, who happened to be very nice (I must give credit where credit is due); to her credit she did finally process the claim through the insurance and I paid the bill, But when we spoke, I asked her to remove the late fee because I'd tried for months to resolve the issue, making the bill "late" and she assured me she would take care of it, but the fee was still on there when I received the insurance-processed bill. I ended up paying it, just to be done with the process, because I was so tired of dealing with it. Then two weeks later, I received another bill for equipment that I actually paid for out-of-pocket by credit card over the phone, because it was purchased in a time frame that the insurance company wouldn't have covered the purchase anyhow. I paid it in full on my credit card, and now I'm receiving a bill from Houston for the same date, same equipment. I'm done with this company. If you are smart, you'll never start with them.