Petersen Medical

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I used Petersen in 2014 after a bout of illness. The service then was excellent. After a few months I no longer needed oxygen so the service ended.`
Now I need oxygen again, so I began using them in the fall of 2016. The office staff is usually very helpful, but the equipment is horrible. The concentrator is so loud I can't plut it in the bedroom, and if it is the dining room, conversations are difficult. I called and asked for another system. I was told I would be placed on a list for a quieter one when one became available. I am still waiting.
Then the conserving regulator for the portable tanks was not functioning properly. Rather than allowing oxygen to flow only with my breathing, it ran all of the time, so it limited the use of the portable tanks by more than 50%. The driver told me they didn't have any regulators because the main office was behind a couple of months in ordering replacements. However, today I had to stop in the store to get another tank because I was out of air and I still had another appointment. (I was out of air because the customer is only allowed 6 tanks at a time and only 1 delivery per week. and the malfunctioning device reduces the tank usage by more than 50%.) The ladies at the counter were very helpful. They got me a new tank and miraculously produced several working regulators. This is a no win situation. I am on oxygen permanently and I do not need to worry about when the equipment will or will not work.
A couple of weeks ago the regulator would not function at all. Apparently a washer had fallen off and I was not aware of it. I called the store and was told I would need to come in to get a new washer. I had to explain I couldn't drive that far without oxygen and the equipment was broken. A driver brought out a a new part, smaller than a dime and showed me where it went. I asked for a couple of backups so I wouldn't be stuck like this again. He said he was only allowed to leave 1 washer at a time.

My service started out pretty quickly. Seemed like I would be fine with the service and supplies here (coming from a company that was terrible, not delivering supplies until almost a month late sometimes). But boy, was I wrong! I had my fitting appointment with their lady at the Salt lake Office and she was very friendly. But only had half of the supplies I needed in stock. She said they would send out the rest by driver or mail the next day from their other location. Well, about 4 days later, after no sign of supplies, I called. They didn't even seem to know what I was talking about. The girl said she would check and get back to me. She called me the next day and said they would send the supplies via driver. The driver showed up the following day. But only had enough consumables to supply me for 1 month, not the 3 months at a time like I had been receiving for years from the old company. They still did not bring the air filters. So I called again. They said they were out of stock (yet failed to disclose that on the phone before). So I waited some more days. And waited. And waited... Finally after a month, I called again. They said "we thought you already got those". Nope. They said they were at my post office waiting to be picked up. I told them no way, because no attempt at delivery or a notice was left in my locked mailbox for me. They told me to drive to the P.O. and check anyway. I did. Not only was there nothing there, the Post Office didn't even have a record of them ever being there. I got home and called Petersen Medical back. I told them they were NOT there. She said, "oh, they show up as shipping back to us today. We will send some out with a driver". They finally arrived the next day about 5 weeks late.

Also, the biggest problem is that Peterson only supplied me with one month of consumable supplies and said I was supposed to call every month to remind them to send replacements. Really? Call to remind you? So I did (with serious hesitation now) and they then said my insurance only covered one month of supplies every six months! What the F!!! Really? I had received replacement supplies for every single month for the exact same machine for years now from the old company! It wasn't until I switched to them that the supplies were all of the sudden one set of monthly supplies every six months!

That is ridiculous and makes no sense at all. Even the manufactures and brochures with all of these consumables say "REPLACE ONCE A MONTH'!

To say the insurance would make you use such things as disposable air filters and worn out rubber masks for 6 months instead of the mandatory 1 is nuts! The only help they offered: "call your insurance and see what it covers". I called and spent 4 1/2 hours going through 7 phone reps for insurance. They all said the same thing: Your supply company has to call us and supply the medical codes for the parts. So they couldn't help me at all.

Finally, I received a bill from Petersen Medical for almost $300 (DUE NOW) in supplies, that not only said the Insurance Company was responsible right on it (so why are you billing me?), but it also listed items being billed for they never even gave me, such as an extra mask!

I don't know if they are trying to scam customers and insurance companies or what, but that is real shady to me, when you bill for multiple C Pap masks and yet tell the customer their insurance only pays for 1 every six months, after their last supplier replaced it every month for years and always billed the insurance successfully!

At a minimum, they are completely unorganized and poor at follow up. Extremely poor. At a maximum, they are all of those things and scamming customers and insurance as well, billing for items they don't deliver! I should have stayed with the last company, as bad as they were for delivering on time, at least I always got my supplies eventually! Do yourself a favor, use somebody else for supplies!!!

We have used Petersen for mom's oxygen setup and supplies for only 6 months. They were FAST setting her up initially, but since that time we've called for replacement supplies three times, and they simply don't show up with them. A couple of months ago I called late in the week for tubing and cannulas, and the girl said they would bring them the following day. On Monday I called and asked what happened. She promised they would come out the following day (again), and again they didn't show. Long story short, I had to call them 4 TIMES to get those supplies.

Last week it happened again - just like that. It took 3 phone calls, and I was professional but not friendly on the third call. Their wheelchair tech showed up late that afternoon, thinking he was delivering oxygen bottles, but fortunately he had a small supply tubing to leave with us.

In the middle of that, I began receiving robo collection calls from Petersen Medical in the evenings. It asked me to confirm mom's date of birth, and told me she owed nearly $100. I knew she was paid up, as her insurance leaves her only a small co-pay. After about 3 calls, I contacted their corporate billing office, and was told that she was NOT in arrears, and they had no idea why she would be receiving phone calls. Even after this discussion, I received 2 more calls.

This company is very disorganized, and completely unapologetic about any of it. I'm through. I hired a different company today.