Pulmonary Solutions

I’m supposed to be mailed a resupply but I have to be interviewed by a woman who speaks very little English. She’s reading questions off a sheet and can only understand «yes» or «no» answers. When I call the office and ask to speak with someone else they tell me she’s the only one who can handle my supplies. I’ve consistently been sent things I don’t need and didn’t ask for, including cushions and hoses that do not fit the machine I’m using. When I call and ask them to send me the items I asked for they want me to mail back the stuff that doesn’t fit but then they tell me they can’t send me the supplies I need because they’ve already resupplied me with things I don’t need and my insurance won’t pay for anything else until later in the year. I will say that they were very helpful and friendly when I was in their office to be oriented on my machine then they sent me home with a cushion that didn’t fit the machine they’d just handed me.

Serving as health care advocate for my mother-​in-​law, I had several recent dealings with Pulmanary Solutions Santa Rosa. I was very dissapointed. They are not nearly as responsive or organized as I would expect from a health care supplier. My mother-in-law’s oxygen generator failed early one morning. I called the office and left a message before they opened. They did not call me back within an hour of opening, so I called them. They told me a replacement unit would be delivered right away. 4 hours later I called them again and got the message machine. I called several more times and never reached a person. Finally, 7 hours after my original call a replacement unit was delivered, by someone who liked like an adminstrative assistant from the office. My mother-​in-​law was in extreme distress and had a lot of anxiety during this period of time. I consider this issue unacceptable and strongly recommend you seek an alternative supplier.

I’ve been with these guys (and Chris in particular) for quite a while. I email or leave a vm at any time and within 24 hours, I’ve been called back, and my needs are taken care of. Today, after noticing my CPAP was making funny noises this past week, I called, and was given a new unit, all within an hour or so.

Pulmonary Solutions is awful, inconsiderate and unethical. Our experience is 1 — 2 years old. Brian, the respiratory therapist, was great but everything else stunk. Staff would not give me a phone number for the local office, so I had to call a central office to reorder. They take my order and say when it will be ready but when I go in on my lunch break it isn’t, and I have to wait 20 minutes or so for it. More than once I brought my order home only to find they gave me the wrong items. Then they over-​bill my insurance and I pay an inflated co-​pay. Then later my insurance realizes they overpaid and adjusts their payment so my co-​pay retroactively drops. I call Pulmonary Solutions for a refund and they say they will send it… in a few weeks. But it never arrives and I have to call over and over before I finally receive my refund. Pulmonary Solutions has awful customer service. Oh, and they make robocalls reminding me to order all the equipment that I can (masks, filters, etc.), evidently whether I need it or not. These nuisance calls help drive up the cost of health care by encouraging people to order supplies they don’t need but it is all about the almighty dollar. This business is unethical, stay away!