I have been using MedOne Healthcare in Tempe for 2 1/2 years. For the first six months they were good and I was a happy customer, then it's as if someone flipped a switch and it all went to hell.
Current example: I am oxygen dependent and called last week for new cannula. You never get a person to answer, you always have to leave a message. I did get a call back within a couple hours and explained what I needed. The guy on the phone started to tell me how I should already have enough cannula because they last 2 weeks. I explained I work fulltime so I have cannula on my portable tanks and another on my oxygen machine at home. I change those every 2 weeks because regardless of how much I use them in that 2 week period, they get hard and scratch/irritate the skin surface at the 2 week mark which causes infections. He came across as irritated that I justify needing the cannula. He stated they would send some out which I should have received last Thursday.
Today is late afternoon on Monday, I still hadn't received the order so I called again. This time a guy who identified himself as "Hector" said he
...didn't know at the time he took the order that they were out of the 7 foot cannula...". I said "and you couldn't call me to let me know that?". His response was "I was going to do it today. Ummmmm. I had other things I had to do." Seriously?
I told him I was going to call my insurance up and look for a different home healthcare provider and then he said he has 4 ft cannula. I said if he had offered that last week I would taken it for the portable tanks as I prefer the shorter ones for those tanks anyway. His response was "ummm".
There are some nice people there, when I wanted to go on a trip and needed a portable oxygenator there was a young woman who helped me rent one from them for which I was and am very grateful. It's a shame the ongoing deplorable customer service throws a shadow over the glimmers of good work.
Perhaps some of those in charge at MedOne will end up being a customer and will experience the frustration and aggravation themselves.