Performance Home Medical

When I first was referred to PHM, they told me what machine and supplies I was getting. I did not have any choice in the matter. The system for supplies works though the phone automatically and the first time trying to navigate it, I unintentionally ordered supplies I did not want or need at the time. The «restocking fees» made it worthwhile to keep what I had and be more careful. They have sent extra nasal pillows that weren’t ordered ($ 50 for $ 0.20 worth of silicon).
The big problem I had was when my humidifier broke. I was told over the phone that it would cost at least $ 700 to fix it and my insurance wouldn’t pay for it. Later, I tried again and heard the same information. I found out that the reason the insurance would not pay for it was that it should have been covered under warranty. As I had waited a year without getting it fixed, it was no longer under warranty. Or at least that is what they said. As they lied before, it may not be true that the warranty was for 4 years. They wanted me to wait until the insurance would pay for a new machine and charge another $ 1500. I am buying what I want online for much less.

Received no benefits from my insurance and had to pay for all of my CPAP gear out of pocket. When I changed jobs and they didn’t have a contract with my new insurance, they forced me to return the CPAP and pay several hundred dollars for the rental, threatening me with a $ 1500 bill if I didn’t return it. I had to start over care with Apria, which has been significantly better so far. Run away quickly, and don’t look back.

I would strongly caution anyone who is considering doing business with Performance Home Medical.
My experience has been troubled, to say the least. While the service staff at the clinic level were great, their back-​office operations are horribly flawed. Their billing system is broken, no other way to put it. They invoice late (if at all), do not properly reconcile insurance payments and what’s worse, refuse to assist in cleaning up messes their business office creates.
Caveat Emptor, big time.

Price gouging! I wish I would have looked into this company before going there. Their prices are outrageous. The little nose pillow attachment, they charged me $ 50 for each one. I’m switching to Apria. I hope they’re better.

I think one star says everything that needs to be said.

I hope I checked the reviews here before dealing with this company. Their account management system is a mess and their customer service is the worst I’ve ever seen. Here’s my experience. Firstly, I received a past due notice for a bill I paid in time. So I called in to find out what happened. The lady said maybe they have not processed my payment, and she will take a note so that I won’t be charged for a late fee. I don’t know how the payment is not processed when the checked is already cleared, but I decided to wait. Then here came the second past due notice, and it’s with a $ 15 late fee! No idea what happened to the note the lady was supposed to take. Anyway, I called in again. This time the lady did locate my payment, and told me that this past due case is resolved and I don’t need to worry about it any more. Sounds good, but guess what happened? They sent me another past due notice, and threatened to report me to collection agency or attorney. I am so fed up with them and I sent a message on their website instead of calling this time, hoping some other customer service would be more helpful. I thought if they call or even email to apologize, I might still stay with them. No, no calls, no contacts at all. I know these messages are monitored as I have successfully placed orders through these messages. So they are basically ignoring me.
And, the fourth past due notice came today. I don’t know what I should do now. It looks like all they want is for me to pay the bill again.

I just received my bill and after seeing the prices they charged I decided to check on line. Each item I checked for my CPAP supplies is at least double what I can buy it for at several locations online. I found that Regence would cover what I could buy it for online but not the exorbident prices Performance Home Medical charges.
It is quite clear they are rip-​off merchants. I called them to discuss but they said they couldn’t help me at all.
Go to
and get everything you need at less than half the price!
STAY AWAY!

I can’t believe how incompetent this company is. They never say the same thing twice when I call in to talk about my bill. They are running on two systems and never seem to be looking in the correct system. One minute they tell you have a credit on your account and don’t pay the bill, next they are sending threatening letters and wanting to send me to collections.

I’m done with these guys. I’ve had multiple orders not show up, and when I call and ask they say «I don’t see an order was ever placed». Just yesterday I got a new cushion sent to me after not having it show up yet again, and the cushion that finally does show up is the wrong size. Apria wasn’t great, but they were much better then this garbage place, i never had problems like this with them.

My experience with Performance Home Medical in Tacoma has been extremely positive. Five interactions in total including: my original purchase, a subsequent warranty issue and a technical issue. Each time I received prompt courteous service with ZERO BS and excellent customer service. The only time I had any challenges at all were when my physician was slow to write the prescription for my CPAP. That was not the fault of Performance.
If you are looking for low cost CPAP equipment to purchase without solid insurance coverage, Performance is probably NOT the place to go… look online, there are many reputable sites. The sites have great prices and can be a great place to shop for equipment and learn more about CPAP machines etc. However, my research indicates that buying a CPAP online may be a good deal except when it comes to getting your insurance company to pay your claim. So if you have reasonably good insurance coverage I think Performance is better by far, than any other firm locally. I’ve done business with three other medical device providers in the Tacoma area. None of the three are worth revisiting in my opinion.
If you are just starting out and don’t know what you want or need in a CPAP do some research first and then go to Performance. Above all speak with someone that uses a CPAP everyday. And by the way, many Performance employees are long time users of CPAP machines. Good luck.

I stopped using Performance Home Medical six months ago. My provider and I were fed up with them by the time I did. Since then I’ve moved on to a different CPAP equipment company. I even told Performance that. In October 2013. Since then I’ve received frequent calls from Performance asking me to contact them to place my order. I call the company up and told them that I don’t use them anymore and to stop calling me. Instead of that, Performance seems to be calling more frequently and at more inconvenient times.

I too had the same experience that many others had with the company’s appalling customer service. Over the course of a month, their employees left conflicting voicemail messages, at times outright lies. When appealing to upper management to sort things out, I was told Trish, the manager, would call back. Unfortunately she felt it easier to ignore the issue or had no intention of letting herself be bothered with the needs of clients.
After 3 weeks, things finally got worked out by Marv, a lower-​level manager who apologized for the other employees’ lack of knowledge and excusing the company from any wrongdoing by offering a simple «I guess we’ll mark this one up as a learning experience». During the course of the conversation he then went on to change his story and shifted blame to the insurance company, who were in no way at fault (verified by my coverage agreement with them and my doctor’s offices’ past experience with them).
I would recommend any other home healthcare provider, unless you’re truly a glutton for deception and lies.

I am too angry and too busy to fill in details right now, but I agree that the way this company treats its customers is appalling. I have reported it to my insurance company and asked them to have customer relations look into how this company is doing business. I was pleased to learn that this company is not my only option under my insurance for purchasing medical supplies, and I will be trying another company recommended by my insurance company for future supplies. It would appear that Peformance Home Medical does believe that it is the only option for its customers, because I received ZERO acknowledgement that they had messed up and ZERO willingness to address the problem in the time frame necessary. I was also put on hold repeatedly for long periods and interrupted by the customer service person who then scolded me for raising my voice. «Customer Service» as a concept seems to be alien to Performance Home Medical’s employees, although I would agree that the person who fitted me for my medical equipment long ago was also a very nice person. I also let the doctor’s office that prescribed the equipment know the difficulties I had.

Performance Home Medical is horrid. I was fitted for a CPAP by a lovely, friendly person. Then I bought a way too expensive CPAP pillow & was encouraged to buy a pillowcase because standard pillowcases wouldn’t fit correctly. The pillow & case were $ 65.69. After opening the pillow I discovered it reeked like chemicals (it was memory foam) — I let it air out for 4 days in the basement, it still smelled too strong to be in the room with it let alone put my head on it. So I called them & they said it was nonrefundable & told me they had never heard of anyone being sensitive to the smell. I pushed the issue, because I cannot possibly be the only person in their practice who is chemically sensitive & she said her manager would authorize a ‘one time return’. I brought it into the Lynnwood office & she had to call the same woman that I talked to that authorized the return (obviously she did not make any notes on my account!). She wasn’t available so I had to wait for 10 minutes for her to call her back & then she processed the refund & handed me back my paperwork. I said «Did you put it back on the credit card it was charged to?» And she told me «Oh no, they can’t do that. They will mail you a check.» What? OK whatever. Then I had to ask her to give me proof that anything was going to happen because she was just going to send me on my way with my original paperwork & no notes about any refund. By the way, the pillow would have been fine with a normal pillowcase, so I returned that too.
Then I decide after 10 days of hell with the CPAP that I am not doing it, want to return it so I call them again to see how that works. I get to talk to the actual incompetent billing person this time. She informs me that they will not be sending me a refund until Aetna pays their portion of the monthly bill they just sent them. When I told her the pillow was not an insurance purchase & it should be coming back to me she told me that they’ve billed Aetna $ 353.21 for the 1^st month rental, my copay is $ 35.32 & the refund owed right now is $ 13. Is anyone doing the math here? I kept asking her where she was getting the $ 13 figure & she couldn’t explain it. And kept saying they would not refund anything until Aetna pays their portion. So if Aetna takes 5 months (which they do often) then I wait 5 months.
I call BS. Not only am I taking the stupid CPAP back, I am calling my credit card company tomorrow to dispute the charge for the pillow & then I am writing this same complaint letter to their home office, my Dr’s office, Aetna AND the insurance commissioner’s office. This cannot be legal.
And I would give them negative stars if I could.
12÷5÷12 — I just received a check for $ 65.69 in the mail. I would still rate this business an F. If the billing person tells you their policy is to apply any refunds to an outstanding balance & then I get a refund check WTH? I take the CPAP machine back Friday & hopefully will not have a billing nightmare like a lot of people have had!

My experience with Performance Home Medical reflects the other review I see here. Initially, I brought my cpap equipment in for repair. They gave me a loaner (they were not supposed to charge me for the loaner-​it was included in the cost of the repair). When I got my cpap back, it was doing the exact same things as when I brought it in.
I brought it back. They send it out for repair and give me another loaner. This time the company they sent it out to says its not repairable. (really makes it look like they never even looked at it the first time) This takes weeks. They dont seem to be able to get authorization for me to purchase a new one. Little do I know, they are charging me rent all along for the «loaner.»
Eventually its decided I must buy the new equipment. They struggle for months with the insurance company and the ordering physician to get the authorization, going around in circles, asking for the same documentation over and over again, looking for more and more documentation that i really need this equipment. Hello? If you’ve ever needed cpap therapy — this is not something you do because its so much fun. You have to use the damned machine and its not something you choose to do. At this point I wentI to the benefits coordinator from my employer for help.
Authorized? Not authorized? Dates of authorization? (really? like the condition goes away?) round and round and now I start receiving invoices from them for around $ 1200. It includes rental fees for the «loaner. «(I could have purchased the same equipment on line, with much less hassle for $ 700).
Billing… after numerous phone calls and letters to insurance company and Performance Home Medical billing — I get a letter saying my insurance has agreed to «cover everything.» Great! Right? Not so fast — now I start getting bills for $ 800 or so. *sigh*
I tried to understand the billing, but at this time it had become way too complex, and the billing department is telling me a sequence of events that dont exactly reflect what I remember. Suddenly there are all these additional charges — separate charges for the cpap unit & the humidifier unit… supplies…rental…blah blah blah.
I paid a couple of hundred dollars and included a letter explaining that i thought this was a fair payment to close out the account — especially considering all of their bumbling. No response except collection calls and monthly invoices which i ignored for about a year.
So today I called them in an attempt to settle this account. I offered to split the balance with them and I’d pay right now. Nope. The collections person on the phone isn’t authorized to make deals — «she needs her job.» Really? This person is in customer service? She says she would need to go to her supervisor. Um.ok.
So she goes to her supervisor, then calls me back and tells me her supervisor authorized a 10% discount. Now I’m pissed. The account balance, which has been accruing interest charges is around $ 420 and I’m offering them half, on the spot. They offer to take off $ 40 — roughly the amount of the interest charges. I declined, and got a lecture about them sending me to collections.
Okay, Performance Home Medical — send me to collections. That’s a sure way to guarantee that you wont see another penny from me — not to mention sending me right to Unilocal to post a review of your services.

I had a great experience in dealing with Performance Home Medical, but it was the bill that had me floored! They charged me $ 80 for a heated tube that I could get online for $ 50, $ 40 for filters I could get for $ 14, and $ 50 for «headgear, generic» which I can’t even explain as they charged me $ 140 for the mask. Do the straps not come with the price of the mask? The same mask online (with headgear) is $ 109. I could’ve gotten this cheaper had I just purchased all of this online, without including my insurance. I will NOT be using them again as it is a huge rip off!