Direct Home Medical
reviews and complaints

This was the smoothest transaction I have done in a long time! From the questions I asked to the filling out of the order form to receiving of my Phillips Even Flow Oxygen Concentrator! Uploading my prescription was easy and I did everything from my iPad! Delivery was swift with the merchandise arriving 5 business days after I placed and paid for my machine and shipping was FREE! Now, we haven't mentioned price which I was really surprised with! 60% off the retail price! I know, since I already have one of the same machine, that this is a true discount and made it possible to have the same machine at both of our homes so I don't have to drag around a 31 pound machine from place to place! Thank You, Direct Home Medical, for your assistance!

I had a simple order of a fitting for attaching an oxygen concentrator machine canula. I had no idea there were so many types but Direct Home Medical's website showed detailed and enlarged pictures of each option, making my choice easy and left me confident that I had selected the correct part. The part shipped out the next day, and arrived via U.S. Postal Service within just a few days. The ordered part was well wrapped to prevent damages, and arrived in perfect condition. Sure, it seems simple, and this company just fulfilled my expectations, but what more could I ask? Especially when so many of our online shopping experiences (with other companies) do not turn out well, or are complete rip-offs. I will definitely come back to Direct Home Medical for any future home medical supplies.

I ordered supplies two weeks ago online. I have yet to receive them. I even authorized Priority Mail which should have provided a tracking number and receipt of the order within 4 shipping days at the very worst. I reached out by email to place a query about my order and have had no response over a week later. Nor have I received any information as to precisely when I might actually receive the much-needed CPAP supplies. This will be my only order ever, as customer service is non-existent--and I actually regret placing the original order with this company. I finally broke down and purchased my necessary supplies elsewhere due to the "no delivery" from Direct Home Medical. My personal experience in no way mirrors the other "satisfied" customers in other reviews--ergo, this company has problems that others have only alluded to as a possibility.

So far the product is fine. The delivery service took 3 1/2 days when I had paid for next day delivery over $200. Yes there was inclement weather on the way here but it reached the destination of DFW and was directly taken to McKinney UPS warehouse where it sat until 3 1/2 days after shipment. It got here on time to be delivered while the weather was fine! This is totally your responsibility to see it through, I owned my own large business for 40 years and anytime UPS fell down on their job for any , We reshipped immediately and also tracked and followed through keeping our customer happy no matter what. You didn't even track for me until after it was delivered. UPS didn't track either. You owe me $200. Or at least $200 credit! No excuses Especially inclement weather! That didn't happen here the day it was supposed to be delivered or afterwards! It was sitting about 7 miles from where I live!

I bought a Simply Go 02 consentrator in 2017 from DIRECTHOMEMEDICAL with an extended 5 year warrenty. I was not long after I used the machine that the alarm started going off all the time. I called the company and they said send it back, because of the low amount of hours on the machine I wanted a new one and was told they do not do they they will fix it. So I sent it in at my expence. I got the maching back and it worked for a while. Because I had no cause to use it and Covid hit I did not use it for about 1 year. When I did go to use it after a while the alarm problem started again. I call and was told to send it in and they would fix it. I did send it in and asked for another extended warrenty and was told no. This machine only has 64 hours or use on it. I talked again to Directhomemedical and was told they are a distrubator and only do what he Phillips company allow them to do. I have been on hold with the Phillips Company for 45 minutes I will call the later I an not happy with eather company. I have a Cpap with Phillips that is being recalled also.

Bought an oxygen concentrator in July ; sent it back for repairs in July ; sent it back again on 6 October for repairs. Contacted customer service on 3 November for status. They said they would call back; never got a call so called back on 5 November. They said it will be 4-6 weeks. Contacted 1 December with no update. Contacted again on 4 December and was told parts should be in on 15 December. Contacted on 14 December and they were suppose to call me back with status; never heard from them. Contacted on 28 January ; told still waiting on parts. Contacted on 22 Feb; no answer after 45 minutes. Left message for a call back; no call back. 23 Feb left another voicemail; no call back. 4 Mar - left voicemail; Chriseten called back and said she will check with service department and get back with me; she never did. At this point I wish they would just give me my money back. Besides the purchase of the oxygen concentrator I've spent at least $300 in shipping. I also had to purchase another concentrator (but not from Direct Home Medical). Will never do business with them again!

I purchased a SimplyGo Portable Oxygen Concentrator Bundle ($2,999.00) mid-May and started using it at the end of May. It begin randomly shutting off in the night in early July. I contacted customer service and was told to try a couple of options. It worked for a couple weeks and then started shutting off again. I noticed that the machine felt warm when it was shut off so I removed the sleeve that was provided and it worked another couple of weeks and then started shutting off again. I contacted customer service again and was told that I could send it back, at my own expense ($117.00) and they would try to repair it. Since I hadn't been able to use it much, I asked for a replacement but was told that was not an option. On 08/19, I asked for a status update and was told it hadn't been input in the system yet but once received it would be checked in. I tracked and it was received 08/10 and was signed for. I gave the info to the customer service rep and was told again that it had not been checked in and the system had not been updated. Amazingly, Direct Home Medical's customer service was great before I purchased but not good after. I do not recommend this company.

In April , I purchased a Stratus 5 Oxygen Concentrator Bundle-5LPM for $539.19, which included a three year warranty. Eight months later, the unit starts alarm bells, blinking red lights, smells hot ,etc. Several calls to Seller were most frustrating due to run around from Service Reps., will not perform under the warranty, will not let me speak with Manager or Supervisor. I have serious heart issues and need the unit to sleep. They insist that I PAY THEM ANOTHER $42.00 before they will send me a Warranty Application Form which must be included when unit shipped back to Seller-SHIPPING AT MY EXPENSE. The Seller estimates the manufacturer may take as long as 6 weeks to repair/replace the unit and they will not provide at least temporary unit until they send back/replace the original unit. I will have to lease or buy another unit to use until they return the unit-AT MY EXPENSE.
SUMMARY: I am now out $581.10 plus shipping cost back to Seller and must rent or buy another unit while waiting. This outfit tells you how wonderfully they take care of their clients, how good their warranties are etc., until equipment fails-then they do everything they can to give you run around, charges extra fees and do not honor their warranties.

I purchased 4 weeks ago from Direct Home Medical (order XXXXXXX)
an AirSense 10 AutoSet Auto-CPAP Machine Package with HumidAir Heated Humidifier by ResMed. It no longer works. Direct Home Medical has failed multiple times, via multiple venues to respond to my contacts to get a resolution to this issue: fixing it or replacing it under warranty.
This is a needed medical apparatus and they are placing my life in jeopardy by not responding.

The product has a 2-year warranty. It is no longer functioning. The power does not come on. We verified that the issue is with the machine and not the power cord. I have contacted Direct Home Medical via direct email, website email, phone (which does not pick up playing a recorded loop for more than ½ hour multiple times). I am unable to get information on how to get my needed NEW CPAP machine fixed while under warranty.

Below is the item purchased:
Package AirSense 10 AutoSet APAP Machine with HumidAir Heated Humidifier
Warranty 2-Year Manufacturer's Warranty + Exclusive 15-Night Money Back Guarantee!
Tubing SlimLine Tubing
Humidifier Chambers Standard Water Chamber
Optional Side Cover (For Using Your Device Without the Humidifier) No Thanks
AC (Wall) Power Universal AC Power Supply
DC (Mobile) Power No Thanks
Filters Starter Filter
Therapy Data Storage Onboard Storage
Bag Charcoal Laptop Style Travel Bag
Note A prescription is required for the purchase of this item
$598.00
Status: Shipped on 12/07. Trackin

You know there are so many CPAP suppliers out there. The question is are they all the same? I don't thinks so. Here is my story. I ordered 2 CPAP related items from an online provider. I was not sure, based on the description, which part will work best. So, I spent the time researching the products, ordering the items, waiting for the items to arrive, and then find out that both had a misleading descriptions. I was not happy. I picked up the phone and called Direct Home Medical LLC and the young lady on the line asked me some questions, and she apologized for ordering the wrong items. BUT she did point me to the right item that I was looking for. The young lady also stated that since I ordered from the online shop, which actually was a 3rd party doing business, online. She proposed for me to return the items directly to the online sellers and get the refund, and then order directly from the Direct Home Medical web site. She also gave me the part number and when I went to the web site I found exactly what I was looking for. The prices were reasonable also, even though I would have paid what ever the price was because I needed that item. So, I placed my order and the shipping was 5 to 6 business days. BUT! the package arrived in 3 days after I placed my order! I opened the package and I found the item I have been looking for. Mind you none of my regular CPAP suppliers knew or understood what I was looking for, and this was my first order from Direct Home Medical LLC! It will not be the last. Sorry other suppliers I will miss you! I gave 4 out of 5 stars just to encourage Direct Home Medical to go a bit above and beyond, I am sure they would earn 5 stars easily.

After trying a few solutions to minimize/control my sleep apnea, my doctor suggested a Direct Home Medical (DHM) product (eXcite) and wrote an Rx for me. DHM required me to pay in full up front, which I did ($749). I was told to request reimbursement from my insurance agency (Aetna), which I did. Aetna processed the claim and advised me DHM and Aetna agreed upon a cost for the product of $224.70 of which Aetna would pay (which they did) $179.76 and leave me with a balance due to DHM of $44.94. However, I had already paid DHM directly the $749.00 so they now owe me the difference (overpayment) of $704.06. I have tried to call them but no one ever answers the phone or returns voice messages.

Original Order Number: DHM [protected]/6/2023

I purchased a Resmed Air Mini for travel. I purchased it for future travel. I wanted to be sure I got in time for a June trip. It has a 15 night RISK FREE return policy. I didn’t use it for about 4 months but used it on my trip for only 10 consecutive nights. I did not like the air pressure even though it’s set as the Resmed Airsense 10, my main machine. This company does not honor that risk free policy stated on the product page. I have purchased much from this company, never again.

did not receive order the order was placed two weeks ago. i got an email saying the label was created for the shipment and have received no updates since and no package. i reached out to them and expressed my concerns that they never gave usps the package and they said it's all on usps. i am looking for a refund if they can not provide a status of my order. order # XXXXXXX purchase date Jan XX XXXX

I placed an order on 1/5/2022 and received an invoice for confirmation. I sent an email on 1/6/2022 asking the status of my order and when my order is going to ship because I payed for priority shipping. I have received no response. On 1/7/2022, I logged in to my account to find my order number and received a message saying "order not found." The cost of the order has been removed from my account. I want my order or I want my money back.

The company is providing horrific customer service on an order that was placed a week ago I purchased a CPAP on Jan 29. Website promises same day shipping or they will contact me with any issues. I have called the company 3 times and have been in a holding queue for more than 1 hr each time and finally hung up. 2 emails to their customer care line have as yet been unanswered, I am in need of this medical equipment and can get no information from the company.

I order nebulizer filters on 11/26 delivery date was 12/1 but now my package says delivery date is now not known even called post office and spoke with the district manager about it and they cannot find the package now told me to call the company so I did. When i spoke to a rep from the company they said there was nothing that they can do and blamed it on the postal service .. I want a refund or for them to send a new package and rush deliver it to me ..

Company does not deliver as promised. No-responsive customer support I ordered needed medical supplies from this company on a Tuesday, with the promise of two-day delivery. By Friday of the same week, the item was still "Pending". I called support twice. Representatives were uninformed, and unable to tell me when my order would ship. I asked to speak with a supervisor. None were available. I asked for a call back. No supervisor returned my call. My credit card has already been charged

Placed an order for a cpap mask and some filters. Received order on 2/1. Sent cpap mask back and it was received on 2/18. I have emailed the company twice without a response. I've also called their toll free number but when you press option #3 to speak to a live agent, it tells you that's not a valid response. Trying to determine when we will receive the refund for the returned, unused cpap mask. It's completely unacceptable to deceive customers by not responding to emails or having an invalid phone system. This was not a cheap mask and we cannot afford to let $89 for a product that was returned not be refunded back to us.

4-6 Weeks to replace defective CPAP under warranty AND they charge me for them to ship back to me & no loaner unit in meantime w such slow service. I bought a brand new CPAP four months ago and it has already gone bad. With THEIR bad unit, I pay shipping to and from AND I have to wait 4-6 weeks for them to replace or repair, meanwhile I stop breathing multiple times in my sleep without my CPAP. So you'd think there'd be some provision for them to send a cheap loaner in the meantime with THEIR faulty product, but nope. Let's hope I don't permanently stop breathing in my sleep. Hold times of half an hour as well. Just poor service across the board.

I received a defective medical treatment device that didn't work for its first use. The company refused to offer refund or replacment. I received a defective device that doesn't work. Even though it is a critical treatment device, it is of simple design and operation (only has one on/off button). Out of the box and from the first use it didn't work. I sent detailed emails to the company outlining the issues with the device. The company didn't provide technical support and refused to replace or refund the device. Eventually the company answered i should check the warranty, but i don't want to keep a defective device and chase after a warranty for a brand new device that is not working. COVID is no excuse to send defective product and then refuse to refund or replace it.

Company does not deliver as promised. Company told me they were out but took my money out of credit card. Looked online and price went up on item. Order # XXXXXXX was suppose to arrive by First Class Mail within 3-5 days. Did not arrive so called company and they told me that the order was pending and that they did not have any in stock, but they went ahead and took money out of my credit card. I looked online and it shows that they are still selling the item and in fact the price was $3.00 higher per Disposable Nebulizer then when I purchased the item and it shows they have it in stock. I have again been trying to get in touch with the company to ask them about the price hike and I cannot get through to them. I would like to know if they are going to send the item or cancel this item and get my money back.

Direct home medical suggested a power cord for my cpap. I tried it and it did not work. They told me to mail it back. Now they wont refund. I called in April and had a representative from direct home medical suggest a cpap power supply cord for my unit. They mailed it out and it cost $69.99. When It got to my house, I opened the package and it did not fit my cpap. I called again and they asked me to mail it back for a full refund. At that point, I bought a new $500 Dream Station Cpap from Direct Home Medical. I get a call 3 months later saying that they wont refund the power supply cord and I am out $70. I called today and they gave me a $20 credit. Which does not even cover the cost it cost me to mail back they power supply cord they suggested. No only horrible customer service, but unethical treatment to a recently covid laid off citizen.

I ordered a CPAP mask and when I opened the product I did not get what I paid for. I ordered a full cpap mask with headgear. That is what I paid for but I received the product without the headgear even though that is NOT what I ordered. I was told that I only had 10 days to reach out for an exchange. Nowhere does it state that. The product was just opened and the package specifically says it was the wrong product, yet they tried to give me a "discount" on the piece that was missing. Why should I pay more money for a piece that was obviously ordered but not shipped as the product package clearly states the wrong item was shipped. Whether 10 days or not it was their error. I got shorted what I ordered. I have attached the invoice showing I ordered and paid for a full mask and headgear. I also sent the product wrapping that stated w/o headgear.

My mother purchased a SimplyGo Portable Oxygen Concentrator from Direct Home Medical on July 23. In April an alarm on the machine starting to go off displaying symbols which were not listed in the troubleshooting guide. I called Direct Home Medical on May 10 and they said the machine was still under warranty and that I should send it in for Warranty Repair. I did so and they contacted me on May 18 to say they received the machine and I have not heard anything since then. I called them on July 12 and was told they did not know the status but that they would call me back. I heard nothing. I then e-mailed the contact that I had on the Care Team on July 29 and still heard nothing. I e-mailed them again on August 6 and still no response. I would just like to know if they still have the item, can it be repaired and if so, when. If not, let me know that as well and what the next steps are.

The product was defective. I was advised to send it back . The shipping cost $42 usd. I paid $745. I was refunded $109. I bought a C pap Machine plus accessories for $745. on 8/13. The Machine didn't record Sleep Sessions.After several phone calls I was advised to send it back . They sent a new one and paid for me to return the first one. After a few days I determined that the new one had the same problem as the first one. Phone call to D.H.M. I was advised to Call Victoria with ResMed in San Diego [protected] . Victoria advised me to send the Cpap back to D.H.M. Instead I looked in the machine and found there was no SDDataCard installed . I advised D.H.M. they sent a card to me. I tried it for 2 days, didn't work, called D.H.M and the person I talked to said, "Some times it takes a few to record, give it a couple more days". Still didn't work I called back on 9/11. No one answered because It was a holiday for them. I finally determined that I was now caught in a double chump-slap-circle and now I'd had enough. I shipped everything back to D.H.M.and asked for a refund to my Visa card. I paid $42. to ship it back to D.H.M. The refund is $109. Here is some additional information; Order #DHMXXXXXXX People I contacted at D.H.M.X-XXX-XXXXXXX Christen Darlene Denese Contact at ResMed in San Diego X-XXX-XXX-XXXX Victoria

Refusal to help with an incorrect item sent. I placed an order of 2 sets of hosing, 6 filters, and a new mask that came with a free extra nasal cushion. On the extra cushion, somehow a larger size that does not fit my mask got selected. I could have selected it accidentally, but they should have seen that the cushion was for a different mask than the one i purchased. Regardless, once my package arrived, I opened it without noticing how big the free cushion was. I called in and since I had opened the package I am out of luck. I do understand that they cannot take an opened package back. But I would think for sure that I could still get the correct size free cushion and that they would not tell me I am out of luck for inadvertently clicking the wrong button and getting the wrong size. I would even offer to pay for shipping but was not even offered that, I was just told sorry you are out of luck. I will throw this $28 free cushion away and purchase everything from now on at another company that will help me out on an honest mistake if I ever make one again. I would like this company to make it right and send me the correct size free cushion. My order was almost $100 and I will be placing this same order every couple of months so I hope this one cheap cushion can be taken care of and not write me off as a customer from now on. Thank you.

I purchased faulty equipment. I sent it back for repairs and have heard nothing back from the company, unless I contact them. It has been 14 weeks. I purchased a portable oxygen concentrator. I used it for the first time about 4 weeks after I received it, to go to a doctors visit. It was during the initial lock-down, so I didn't use it within the first 10 day period, because I wasn't leaving my home. The first time I used it, the battery didn't hold a charge for longer than 30 minutes. Within that 30 minutes, the machine started making noises that didn't sound normal. I tried to just return it for another unit, but it was after that 10 day window, so the company informed me that I would need to ship it back and they would need to have it repaired by the manufacturer. They said this could take 6-8 weeks. At around 7 weeks my daughter emailed the company for an update on the status. They responded that they would inquire to the manufacturer and get back to us. At about 10 weeks my daughter emailed again, and this time just asked if we could discuss a refund. They just said they would check with the manufacturer and get back to us. At 13 weeks she emailed again and asked for a refund of the machine. No other update has been provided. I had to purchase another machine to go to my doctor appointments. I can't afford to wait 14 + weeks every time this machine isn't functioning properly. My daughter offered to work directly through the manufacturer, but wasn't given that information when she asked. It's just unacceptable.

On 01MAR22 I placed order *** for a ComfortGel Blue Full Face Mask, size XL. I had to take facial measurements to ensure that this would fit. I selected size XL on the website. When I went to place the order I was careful to review the order to ensure my credit card number was correct, delivery address was correct, and product sizing was correct. The company sent out a size small. I did not realize this until I went to put it on and it was obviously WAY too small. I was told that I ordered a size small, and that I would have to return the product if I wanted to exchange it for a different size, and pay shipping both ways. I spoke with Dennis via email. I consider this fraudulent use of my credit card as I ordered a size XL, and they sent a size small. Further they are requiring that I pay for return shipping and for shipping to send the item that I ordered on the website. I am not sure if they are having code issues on their website, or made a mistake on their end, but I refuse to pay money to ship items back to them when this is their mistake. The company has stated that I am lying to them about what I ordered, and is not taking responsibility for code issues with their website or order fulfillment systems. Desired resolution - I am requesting that the company either send a replacement XL size mask with a call tag to return the small mask that they sent, OR provide a full refund for the fraudulent charge to my credit card. If they want to send a call tag for the return of the incorrect mask, I will be happy to send this back. If the company does not want to resolve this issue, I will contact my bank and declare this transaction to be a fraudulent transaction.