Recently purchased a lift chair and was delivered next day. When delivered the controller was defective with a broken cord. Called next day to check on a solution to problem. The store manager Tina called and said they had a spare controller and would bring it out that evening so that chair could be used over the weekend. This was 6:30 PM on Friday night. She went above and beyond to rectify the situation! A big Thank you goes out to her.Now a comment about the phone situation...long periods on hold and no callbacks. This situation was terrible! Really need to correct this problem.

There are no frills at the Roberts Home Medical location for Adapt Health, and the storefront looks like a warehouse. That said, Christian, my representative, was very knowledgeable, efficient, and courteous. He was very helpful in fitting me with the most appropriate and beneficial mask for me. No complaints here!

I stopped by this store to inquire about a knee scooter and was told that they had plenty and to come back when it was needed. I called a bit later about medical coverage for the equipment and was told they would file it if I get a prescription. I called today about picking up the knee scooter and they told me they dont have them except for the exclusive use of one organization! I made medical decisions based on the information they gave me about availability and now Im back to square one and scrambling. I truly hope I never have to deal with them again.

I obtained my ResMed CPAP device at Roberts Home Medical, 525 Amherst St in Winchester, Sean, the specialist who completed my set up and orientation was extremely knowledgeable and made me immediately feel comfortable with the operation and expectations of the device. Sean explained the proper method to clean and maintain my equipment and how to order supplies through AdaptHealth . When there was a shipping delay in obtaining the mask I required from AdaptHealth, Sean and the staff at Roberts were quick to go above and beyond in finding a local solution and ensure I was able to effectively use my device that evening.With all that has impacted the health care field in the past year it is very refreshing to find a staff of professionals who will go the extra mile to make sure the patient gets everything they need to stay healthy.Thank you!Robert Adams

We have been clients of AdaptHealth for all our dme needs, they have been providing an excellent customer service consistently from first point of contact to the delivery person. Highly recommend them. Thank you AdaptHealth!

Terrible company. Given the reviews I was a little worried. Show up at 2 to purchase a knee scooter for my broken foot. Entire building was closed from 2-3 for lunch. Which is mind blowing to me considering the business hours are 9-5. Tired and in pain, Was told to come back even though I can not drive or walk because of my foot. Then when trying to call on Monday waited on hold for over 15 minutes resulting in no one answering the phones. Purchased items elsewhere.

Shaun did a great job teaching me how to use my new Cpap. He was patient and ga w me many chances to ask questions. I have worked in healthcare for many years, and have used Roberts Home Medical for supplies for my patients. I would highly recommend them!

Called to return an oxygen concentrator. Rude customer service from Shawn who put me on terminal hold for 20 minutes then hung because he couldn’t answer my simple question. Worst representative ever - let him go now - he’s a terrible reflection on your company!Conversely, I called back after being hung up on and Tyler was amazing. Clear, thoughtful and answered all our questions. Promote him before he leaves - he knows what he’s doing and is a great brand representative.

Do not recommend. Poor communication. Lack of customer concern. After being stood up for an appointment purchasing equipment elsewhere.

Always are on time with deliveries. Easy to work with.

Worst company I have ever dealt with. They are rude and not very professional. They dont try to help you get what you need in a timely fashion and if you dont have a bank account or CC on file they wont give you your equipment. They wont work with you in any way shape or form. Horrible customer service. Definitely dont recommend them. I decided to go somewhere else and got a much better outcome. Getting my CPAP elsewhere.

I just hate dealing with these people..I call always sent to billing cuz of insurance payments not beung paid on time its frustrating. Need to get some people that can talk clearer /and or louder and slower!! Im stuck with these people cuz insurence..

Pretty much impossible to contact. No response to emails and phones go unanswered.

Trying to get a CPAP machine has been ridiculous. I have been trying to get mine since March. Dr. has faxed orders three different times and still they say no record of orders. I called the 844 number today and told them to forget it. I then called Dr. and requested a different place and she is sending orders there. Hopefully I will have machine soon.

This place is awful. Every time I get a bill it doesnt match the EOB from my insurance company. I have had to call every single time I get a bill asking why it doesnt match my EOB. Yesterday when I called they told me that they just bill based on estimate, which is outrageous. They shouldnt send a bill until the claim has been processed by the insurance company. Then they automatically charge your credit card with no recourse. Go somewhere else. Im hoping my doctor in Maryland can switch me to a different supplier.

Phone system hard to navigate. Easier to go by the place. Rented a knee scooter. Good service even took it out to the car for us.

Worst customer service that I have ever received. After nearly 2 weeks of going back and forth with them, I have chosen to take my business elsewhere. The standard response when you call to follow up and see if they received a fax, is that they never received it. However, when insisting that I know the faxes were sent, and being transferred (without being told I was being transferred - and being on additional long HOLDS), come to find out they received the fax. I have made no less than 10 calls during the past 1 week + trying to get a simple nebulizer order filled. Every time I call, I get conflicting information about what they need from the doctor, where to send the information, etc. There is NO care for customer service. Only perhaps one of the reps I spoke with did not have an automatic attitude. There is no patient follow up to let you know the status of your order or that additional information is needed. EVERY time that I have called for an update, there is additional information that they need, and I have not once been called from them for a follow up. During my last conversation with a rep, I advised my concern with the conflicting information that they were providing, and that at this point I just want to cancel my order and take my business elsewhere. The response was a flippant OK with no concern that they have lost business. I called back in to file a formal complaint with a manager. The rep that took my call asked for my name and number in case we were disconnected during the call. I was placed on hold for over 20 minutes at which time I hung up, as my time is valuable. I was never called back. DO NOT USE THIS COMPANY - GO ELSEWHERE> >>>>I tried emailing to the email address in the response to this review, and the email comes back as an undeliverable address. Lot of good that does!

My husband has been waiting for almost a month for his portable oxygen n keeps getting no where. They never return his call n when he finally gets ahold of someone they give him different people to talk to with no answer . Now they say he needs a note from his Dr stating why he needs oxygen , it specifically says on his script Why he needs it and they say thats not good enough. Employees are rude and no help that includes the supervisor . We will be going elsewhere to get his oxygen. We will be telling all our family and friends how horrible experience weve had

Shawn fitted me for a CPAP for my first time and he couldn’t be more helpful and professional. I’d give him 6 stars if I could. Highly recommend for anyone. Thanks again Shawn if you’re seeing this.

The staff were amazing and took time to listen to what we wanted and accommodated everything. Very personable.

Left on hold for over 20 minutes . When called back, told they didn’t have any record of the order sent by our doctor by an extremely rude customer service representative. Will NOT be using this company for anything!

Can you believe that they are closed on a Saturday...

This company is impossible to reorder supplies from. They never answer the phone and force you to leave a message that they sometimes return a few days later if you are lucky. Sorry to sound so frustrated, but it happens every time with them and it’s supplies a person needs. They never show any concern on the phone when you express the issue. If I could change companies, I would in a second. Please be careful. I rely on reviews for products, so I’m just trying to be honest.

I have had a CPAP for over 10 years and never had this much hassle to get a new mask. I started the process in Aug and its now November and I still dont have a mask. Unfortunately there arent other options in Winchester. I guess its time to go online. It certainly cant be any less frustrating than dealing with this clown show. One star is too much.

When I visited the Advanced Care winchester location it was somewhat busy, but I was greeted with courtesy and patience by Brittany even though I was not so patient and frustrated with my medical needs. Her customer service is impeccable and she helped me to calm down by the end of our transaction. I would highly recommend this store to others.

The staff are always friendly and helpful whenever I have to stop in. I appreciate how patient they are with helping their customers, particularly Mandy who always greets you with a warm smile and takes her time to answer any questions or concerns I may have. Great service!

Great service

The company is very disorganized. My husband has been trying to get his oxygen tanks refilled for 4 days and the company is in transition and the left hand doesnt know what the right hand is doing. Stay clear of them!!! And avoid Adapt Health the parent company (check out the emergency phone number in the picture). Hope no one else has to drive 90 minutes like I just did only to find out they are closed ( when I was told this morning that theyre open till 2 on Saturday)

They overcharged me and are refusing to refund me even though my insurance paid them. They double collected a payment for a knee scooter. UPDATE: Changing to 2 stars because a wonderful rep at the home office went out of his way to help me after several others (local & corporate) could not help me. I will still try to avoid them in the future due to the lack of customer service in the beginning.

We recently had a problem involving my mothers wheelchair. Mandy quickly proposed a great solution that we would never have thought about. She really went above & beyond to provide exceptional customer service.(Note - post showing as David Hickel actually made by Caryl Hickel)

If I could Id give it negative stars. Waited on hold for 25 minutes, for a 5 minute call. Only bright spot was the customer service representative that I spoke to. She was very polite and helpful, thank you Alisha. Will definitely not be recommending their services to anyone.

Met with Brittany yesterday for Ostomy supplies. She was not only knowledgeable, but super friendly and caring. We couldnt ask for better customer service! Thank you!!

I gave a 1 because I had to leave something. I have a stress fracture in my foot and my dr ordered a boot . Got here to get it , they would not bill my insurance company, refused to let anyone inside the store . And when I said I HAVE to have it for work because my foot is too swollen and my shoes don’t fit , I will buy one .. they said well credit card machine isn’t on so cash or check . Worst customer service ever and I can not understand why on earth they can’t bill insurance !

Brittany and Mandy are always so helpful when I come in for my mothers supplies. Thank you so much for all your kindness!

I have been trying to get someone; anyone on the phone for hrs!!! I sat on hold the third time for 29minutes and then they hung up!!!! This REALLY makes me want to come and spend my money there to get my Dad’s Equipment that I needs😡 NOT!!!!

POOR customer service. RCA went out of business. My Dad stopped by here to see about transferring his equipment. Gave them the info and they never called back. His mask broke on his bi-pap. We have been over a week trying to get him another one. He has severe sleep apnea and needs a new mask. I have called and talked to several peole with no and unfortunately you cant talk to anyone at the store. It goes to someone working remote.answers. A

Anyone who has tried to use Roberts home health will tell you that this place rocks! They call me regularly to make sure I have what I need. Very helpful! Im really having trouble getting used to the CPAP and they check on me and give me advice quite often. Never had anyone be rude, nor have I had to wait on the phone or in the store! Highly recommend!!

And they dont deserve that! For a new patient, they made NO EFFORT to communicate with my Physician. That was MY responsibility. Between the Physician saying paperwork had been faxed, and Advance Home Care denying receiving it, Im going in to month 2 without the equipment I require for mobility.

Just left their n the were as nice as could be! Thank you so much!

This place is the worst,. I was forced here by the closing of RCA. I have been trying to get new CPAP supplies for 2 1/2 months. I have been to the store in person twice, and called them on the phone 3 or 4 times. After giving me the run around for over a month, I was told they needed a prescription. Obtained the script from my doctor, and took in to the store. I was told, a rep would call me within 2 to 3 days. That was six weeks ago. I call them today, and I am told that they are waiting on paperwork from my doctors office. This despite being told back in July that they had everything they needed from RCA since all my records were transfered to them, If I could give negative stars I would.

Never again. Inconsistent policies , way too many hoops and terrible customer service. My insurance company tried everything to have the claim processed so I can have product now but refused to help me get the medically needed items without paying outright. Insurance company told them it was covered, eligible. Worse experience in my entire cancer journey.

After arguing with then weekly for 5 months my daughters walker is finally there and yet they have yet to call me that its there, UPS said it has been delivered after I called and got the tracking number from the manufacturer of the walker. I couldnt even get them to answer a phone to tell me when I could come get it. Finally I found someone at a random extension that found someone that knew someone that worked in that department and connected me to them and after alot of arguing they will deliver it tomorrow. Haha I wont believe it till I see it! Never again, I will find someone else to get my daughters supplies from!!!!!

On day 20 of them receiving my script for CPAP supplies and I still have no supplies! They keep telling me they are waiting for more paperwork from the doctors office and the office tells me they have nothing else to send. Absolutely the worst to work with. I miss working with Respiratory Care Associates, they were the best. I have to come here because my insurance changed!

Jacque is awesome she went above and beyond to help me get my Cpap supplies. I was very frustrated from lack of sleep when I went in there, but she did everything possible to make it right and she did it with a smile and patiences.

Very poor customer service. Receptionist are very snappy and argumentative before you can even explain whats going on. Staff does not follow through what so ever, I got told several times I was going to get a call back and never did. I could go on and on... definitely recommend finding somewhere else for your home supply needs

Brittany in the Winchester store always provides quality service and a smile.

I would not recommend. Gave them my new address. They sent me 2 shipments of supplies, and 1 bill. I partially paid that bill. Then they never sent me another bill. I called after several months, and no reply or return call. Then I receive a call from a collection agency. They had been sending after that first bill, all subsequent bills to an old address over 2 years old. They refused to send any more supplies to me or retract there mistake with collections. I have 30.00 worth of money orders here I was waiting for my bill. That was in excess of the first bill I received. They would have received their money, if I knew where to send it. Unbelievable.

Have to get along with promised they would have my paperwork done before my insurance ran out. Even call every day to confirm.it would be done they dont care about how they treat their customers would never use this company even for a bandaid.

After we came back from UPMC Children’s Hospital in Pittsburgh for her heart failure and transplant, we were refered to them for our daughter’s feed pump. She had not even turned 1 yet. We used a feed pump and had to learn it’s functions while at the rehab home up there, so we knew exactly how to use it. The nurses made sure we did the work ourselves so we were able to do it when we returned home.But, since being home here, we have had to replace Advanced Home Care’s equipment on average once a month, and as of late, twice a month. After a while, they stopped sending technicians out to even service us. Our daughter needs the feed pump to help administer her heart medication with a feeding.Do not trust your child with these people. Their equipment has NO warranty and I believe they are using refurbished equipment, though I have no proof, yet.

The people in the store are friendly and attempt to help. The customer service phone contact forwards you to a centralized service that is horrible. They could not help me with my question and did not return my call. The policy on product replacement is so limited, I could not return the item the next day even though it did not fit properly and leaks when I am laying on a pillow.

They really are awful. I am going to switch my account to another supplier. Long holds, promised call backs that never come, nobody knows anything. Nope.Update: I had further reason to interact with this dreadful company today. Absurdly long hold times to get a basic question answered. Absolutely obnoxious.

Great service and friendly technicians!

I use the Front Royal store and have never had a problem. The girls have always went above and beyond to help me.

It took 20 minutes of listening to press this and that before a human came on the line - when she finally did, I told her Id been holding for 20 mins and (then she cut me off to say I cant help that, I had nothing to do with that) to which I replied that I was returning Janes call and wanted Janes last name to avoid the 20 mins of button pushing - but the receptionist refused to give me Janes last name, and of course, Jane didnt answer her phone, so now Im back to where I started. My HUGE concern is that they are the company being referred by Winchester Medical Center and arent capable of taking care of current patients, let alone new ones. WMC should have a check system on the doctors and companies they recommend.

Terribly slow, not helpful, excuses after waiting 2 weeks and counting on just trying to get some simple CPAP supplies after dropping the prescription off. They make things as painful as possible here.

Very helpful !!! I highly recommend this place

I have a hard time even giving them one star. Poor customer service, lack of knowledge of their business practices and limited customer appointments within this local region.

Very poor customer service..stay away do not waste your time

If you are going to close on Saturdays update your website made a trip all the way in on Saturday to find locked doors with a sign saying oh we are now closed on Saturdays .

Do they ever answer the phone?

Extemely poor customer service.

Customer service sucks.