Hart Medical Equipment

They use to be fast..not anymore you'll have to wait..giung down fast.
May 3rd, 2023

Heart did not even know that my script f m my Dr. After much time spent on a computer & rude reception, staff informed me that I needed more info from my Dr. I will not return.
Apr 1st, 2023

Once again no one answers the phone. I made the mistake of having my doctor fax an order for a CPAP which I need very badly. No one answers the phone. Live chat they said they were contacting the store. Still haven't heard nothing. Thanks a lot. Now I have to have my doctor fax it somewhere else and they're closed. Update: so, somebody finally called me back and when I asked them if it was the local office he said no. But he would ring me through to a representative. That's what they did last time and I was on the hold for 20 minutes without anybody answering the phone. So I told him no thanks. I didn't want to sit and wait for another 20 minutes and have my battery run out. So I called my doctor and explained to them and they thought it was ridiculous that I would be put on hold for that long. TWICE. I told them just to send it somewhere else since I can't even talk to anybody at the local store to get a CPAP. Let's see them spin this one.
Jan 15th, 2023

I needed to get a new CPAP, and tried calling. Spent 15 minutes on hold and then the call center said they put me through to the local office. 15 minutes later still no response. Do not use them if you're in need of having your equipment serviced or you need supplies. They do offer to call you back, but if you missed a call then you got to start all over again. My suggestion is to use mid Michigan medical supply. Or any other service then at least answers our phones. The Bay City heart is a very small office oh, so I don't understand why they don't answer their phones. But if your elderly like me you can't sit on the phone for 2 hours waiting for them to answer the phone when you need equipment now.
Dec 17th, 2022

12/29/22 8:27am - Giving this situation more thought overnight. The sticking point in our situation was not that "we" had done anything wrong. My husband went for his face-to-face appt with his doctor after the first 30days using his CPAP machine and Hart Medical had notes from that visit in August from his doctor stating that my husband was using the machine and it was providing a benefit. What Hart didn't have was the Blue Cross required "download" from his doctor. However, "we" had no knowledge of this! Seems like Harts' Compliance Department should have prompted the doctor's office for the required download (perhaps they did). Mary said that we were sent a letter informing us of this sticking point but "we" did not receive it or we would have acted upon it. What I don't understand is when I did call on 11/25/22....none of the people I spoke to told me that Hart was waiting on a download from my husband's doctor from his August face-to-face appt because that "was the issue." A lot of frustration could have been avoided with better communication...maybe sending a letter and also a phone call requesting us to call a person from Hart Medical's Compliance Dept back would have been a good CYA plan to assure that things don't elevate to this level of frustration and mistrust. On 12/27/22 Hart's Compliance Dept sent a fax request to my husband's doctor requesting the download and we will also contact his doctor in a few days to confirm that the download was sent. I am hopeful that we are now on a path to success. 12/28/22 6:36pm - I just ended a phone call with Mary, the manager. I have to admit I was very upset at the beginning of the conversation, but Mary was patiently able to explain the process from doctor recommendation, to the first 30 days with CPAP equipment, to the next 30 to 90 days with CPAP equipment as well as what Hart's compliance team needs from the doctor's office in order to satisfy Blue Cross's requirements for coverage. In our case, Hart's compliance team is waiting for a download and an amendment to chart notes from my husband's doctor related to an August 2022 appointment with his doctor. Once this is satisfied Hart will be able to resubmit previous months charges going back to September 2022...AND, we will be able to order much needed supplies! THANK YOU MARY for all the straight answers and explanations. I look forward to getting this process straightened out and on a predictable path going forward! 12/28/22: If I could give this company NEGATIVE STARS, I would!! Three more phone encounters with Gerry Ann, Holly, Bob and a promised call back from manager, Mary, that didn't happen! Meanwhile, my husband is using a "cushion" (CPAP part that covers his nose & mouth) that is supposed to be replaced once per month that is nearly 6 MONTHS OLD! Now we are told that Hart Medical is waiting for a download from his doctors office....why were we not told that they were waiting for this back on 11/25/22 (spoke with Christy & Makayla) when I started to dig into what is supposed to be occurring, what to expect for out-of-pocket costs, and the frequency that his CPAP parts are supposed to be replaced? Oh, and this company has a "convenient" auto pay policy where they ding your credit card on the day your invoice is due so when your payment is made by check and you later receive your credit card statement....you've already paid twice!! This company should be AVOIDED. If you can find any other provider, you should! 12/26/22: This is the most inept business I've ever dealt with. Nobody gives you accurate information and follow-up is non-existent. Someone should report this place to a medical watchdog organization!
Dec 22nd, 2022