UMHS MedEQUIP

I’m a nurse who works as a quality improvement consultant in healthcare and have been using MedEquip as my DME supplier for years, most often for supplying the heavy duty support hose that I need to wear. They have always been exceptionally professional and provide a high level of service and quality. I’ve used other suppliers, but none have been as good as MedEquip. I see others have had issues with follow up, but I’ve never had a problem and recommend them highly.

First, a disclaimer. I work for UMHS, so I probably give these guys more slack than I should. Given that, I have had problems in the past with the auto-​fill option. They shouldn’t have rolled that out until the bugs were out of the system. I’ve always found the service helpful, even as a walk-​in. They are slow to respond, but they do respond. They carry an enormous amount of items, and their shipping is fast. If you have to sleep with a bi-​pap, you appreciate the quick shipping and ease of refill. I’d catagorize them as a necessary evil that we’re working on improving.

I’ve been shocked at the level of incompetence here. They are often quite friendly and willing to help look into WHY they messed up so epically. I need the same supplies every month/​3 months/​6 months or 1 year. They theoretically have an «auto» refill system, which means they may or may not call you when your order is ready to be refilled. They certainly will NOT call you twice if you don’t answer the first time. What I’ve encountered, for the most part, has been: orders that were placed but never filled, long wait times for supplies, where they misattributed the reason as waiting for insurance authorization (when, in fact, the insurance co. had authorized already and MedEquip was just sitting on it for 2 weeks), flat out dishonesty in order to save face, and the like. Also, they often have 1 or 2 people dedicated to a specific department who are largely unavailable, and you have to play phone tag for days before actually speaking with them. One time, I was speaking with someone and we got disconnected (bad reception). When I called back, it was 5:01 so nobody answered, despite the fact that I was just on the phone with her. This is a medical supplies service that is charged with getting people often life-​dependent devices, and they operate like a crappy Verizon Wireless customer service department. Bureaucracy at its worst.

UMHS MedEQUIP is our families favorite durable medical equipment supplier. We have used them for everything from small devices up to a hospital bed when my son had his surgery.
They have a huge supply of everything from CPAP and BIPAP to assisted lift chairs.
As a functional and integrated part of the University of Michigan Health System (UMHS) they handle insurance and home medical fulfillment very well. When my son had his back surgery UMHS MedEQUIP delivered, set up, tested, and educated us on his home hospital bed. When he had recovered they came out took it down and packed it up. It was a great experience with excellent customer support.
When I needed a pice of equipment one if their medical technicians educated me in its use. It wasn’t a short here take this and get. She covered every aspect of use, cleaning, care, and transport. Then called me the next week to check on me.
I’m happy to say, «I’m a fan!!»