Carle Medical Supply- Champaign

Sarah Pirila

2024-03

I called Wednesday the 28th at 4:32 and asked how i go forward and if i could set up my sleep apnea machine appointment; a man picked up and was dismissive. He told me they would get to my sleep apnea machine when they get to it. So I called a week later and nothing had been started. The woman I got this time seemed surprised my insurance wasn't even contacted. This one star is for the man who neglected my case.

Chaley Hausle

2023-12

I would give this place a zero if I could. Took my machine in last Monday to have it verified for insurance in order to get a new one ordered. She said the new one would be in on Thursday. She said they would call me to let me know when it was in. I called today to check on the status and was told there was no record of me coming in. I told him I had received the approval letter in the mail from my insurance company. He told me basically I was lying and I had not been in there and I would need to bring the machine back in. Absolutely, horrible customer service on the day I was in there and on the phone today. Carle Medical you have a huge issue with your company and maybe leadership needs to take a good hard look at the type of business they are running. I will be taking my business elsewhere!!!! Do yourself a favor and do the same.

Catherine Chandra Bahar Watkins

2023-11

Horrible (nonexistent) service and shoddy business practices (a rental agreement that functions for all equipment and has no mention of length of term, among other glaring legal exposures). Waited for four months for a CPAP machine. Left at least four phone messages, none of which was returned. Go elsewhere if you possibly can! They are severely understaffed and the front office folk haven't a clue about much of anything.

Corey Fifield

2024-04

I’ve been on hold for 30 minutes. Have you considered different and/or more staff. This facility has 1.8 stars on Google, and there’s a common theme throughout the 76 reviewers... 😐

Katy K

2023-08

I love Carle but not Carle medical supply. Worst communication ever. In the medical field communication is essential. First, I was told there was a 30 day waitlist for a CPAP and someone would call me for an appointment. I never got a call. Finally, after I called on 3 or 4 separation occasions, I finally got an appointment 3 months later. Then, I was told my insurance will cover it as long as I meet the 70% requirements. Got a large bill. Then, when I called to inquire, I was told that's wasn't said. So I'm lying???? Terrible. The CPAP changed my life but I would go somewhere else if I could. I have not experienced any of the Carle standards. Most everyone I've talked to are actually really rude.I would give a 0 if I could.

Rachel Nest

2024-05

They have so much fun taking money from people fr. Do NOT fill your device requests here. Crazy

Scott Miller

2023-05

Would be zero if i could. Attempted to get CPAP supplies for 6 months, gave up and just buy out of pocket myself. They don't respond to emails or phone calls. Phone system automatically hangs up on me after 13 minutes on hold. They will not pick up on my phone number, but when my wife calls from an internal Carle number they pick up immediately. New excuses all the time. If you can go elsewhere do it, even if it means paying out of pocket.

Samantha Beck

2023-05

Absolutely the worst to deal with. Called four time to get them to send a pre authorization to my doctor. Told them multiple times that they had the wrong phone number and fax and if they would use a simple google search on the doctor they would have seen it.Asia W. was rude, basically told me I did not matter as she had other people to help. RUDE!! terrible experience thus far and its on February UGH.

Poppy Love

2023-05

I would give this place 0 stars if I could. The minute we started using them (or tried to) with an non-carle doctor they were horrible (“we don’t have the proper information, we don’t have doctors orders,” etc.) I called repeatedly for over a year and half and never got anything accomplished. They somehow turned it into my fault or my doctor’s fault. Even the doctor’s office stated that they had several complaints about Carle Medical supply.After 1.5 years of receiving absolutely no medical supplies, no follow up calls, and no explanation (only excuses) I found that I could switch and did- to APRIA in Champaign and got all that I needed, delivered to my home, within 5 days. Put simply, while I like Carle Hospital and Clinic, Carle Medical Supply SUCKS.

Shane Allen

2023-05

Carle Medical supply in Champaign has been nothing but extremely helpful. I got a ResMed airsense 11 CPAP from them after my doctor prescribed it. They provided the machine, training on how to use it, had me pick a face mask of my liking and then a month later whenever the mask wasn't working out, they gave me a replacement that works better for me. The customer service is wonderful. I think some of the lower ratings are because they are always on the phone because they are always busy taking calls. It's not that they don't want to talk to you when you call.

B G

2023-05

They need online ordering system. Have been on hold over an hour, left message and no return call. This is now the 3rd week I have called and left a message. They say they will respond within one day.I hope no one dies from lack of medical supplies.CARLE PLEASE DO BETTER FOR YOUR PATIENTS! GET AN ONLINE ORDERING SYSTEM IN PLACE.2023Another year and supposedly on a subscription for supplies but they never ship unless I physically go into the store which is always crowded. No one answers the phone it puts you on hold for up to an hour. Really such poor service if I could I would give zero stars.

Christopher Hawk

2023-05

I need a CPAP Compliance Report for maintaining my CDL license, which I need for my job. My doctor faxed a request for the report on May 31, 2022. As of June 10, no one has sent the report to my doctor, which means my doctor can't sign off on my annual physical to keep my CDL license (and my job).I have called several times in the past four days, asking for an update on the report. I have never been able to talk to anyone directly in the CPAP department, but have left several messages with a request for an update. No one has called with any information.On the two occasions when I actually was able to talk to someone in "Customer Service," I was simply transferred to the CPAP department's voice mail.No more. I'm looking for a new provider now.

Jane Clark

2023-05

Billing is rarely correct, does not provide details of actual item ordered so I receive a bill for someone else's supplies, no one answers the phone, orders outsourced to another operator. Local shipment has been to AZ, Mo.,Champaign, IL. and needs to be sent 30 from there but is instead returned to MO. Usps says that's their system. C.M.S. still doesn't answer

Kendra Monk

2023-05

The level of incompetency that this company exhibits is staggering. Customer service is virtually inaccessible and extremely rude. I would recommend literally anyone else. If Pizza Hut had an oxygen supply company, I would recommend them before Carle.

Angela Carter

2020-05

My doctor sent my prescription to them multiple times and according to them They didn't receive them. Now they say I need a medical reason to get my hands free so I can talk without pushing a button every time I have to say something.I talked to my insurance and they said no one talked to them and that I didn't need a reason.They never order the supplies I need on a monthly basis.I have now flooded the Attorney General's office with complaints and contacted my Representative and Senator and my next step is to go to the TV stations. I also sent an email to Carle about them

Susan Danielson

2020-05

The person answering the phone is not polite. Again, I've left a message and for the 1st time I got a call back. I finally received my cpap supplies and they sent the nasal pillows for my old mask. I got my new mask from Urbana, you would think they could send the right supplies. I have had my cpad machine for over a year and have had nothing but uncaring and messed up service. I was told it's up to me to return the supplies and get the right ones, even though it was there fault. I did not even get an apology for their mistake. If I was Carle I would be embarrassed to have Carle Medical Supply share the name. They give Carle a bad reputation.

Julie Ingold

2022-05

Wish I could give 0 stars you guys are joke!!! Hard to get thru on the phones. Can't get the medical equipment my mom needs. So I pay out of pocket. Almost yr later still have the script and done nothing about it. Yes I have called multiple times on hold for over 30 minutes. Or when I get thru it's ill have my supervisor call you back. And nothing.

Lupinespirit Candles and Crochet

2020-05

They lie. All I can say is they lie. Took over 2 years to get my compression stockings. They just kept telling me they ordered them. I would go back in, they had not been ordered. Would go in monthly and get lied to. They totally screwed up ordering my C-Pap machine. 6 months of fighting to get that. Then I got new insurance. They refuse to cover the machine unless I can do another sleep study. I cannot do the sleep study now because of pain issues. If I die because of my sleep Apnea, then my family will know where to look for blame. If you had done your job riget the first time, I would have had my machine. My new insurance would cover a machine I was already using. Won't cover a new one. You know this at the time. Worst medical supply company ever.

Av R

2020-05

The first time I went for CPAP supplies it was fine, the staff was kind, and I was in and out in maybe 15 minutes. Afterwards, due to a lack of transportation, I tried to get my supplies shipped. That was over two months ago, I never received them and got no notification as to why, even my doctor himself ordered the supplies for me and still nothing.I finally go in to get new supplies because I was in the area, suddenly there is a balance that neither me nor my family was ever contacted about that got turned over to the debt collectors. I paid it, but now have to wait over another week to get my supplies until the debt agency sends them a notification that it was paid. The only record I have of this even happening is a number that I have no place to enter as proof of payment.I called at least six different people for over an hour, nobody had an answer, all they had were excuses and apologies which don't get me supplies or stop the problem from happening again. (Funny enough, five hours after I left I can get my supplies. Thanks. -__- But I went home. Miles away from you.) They were all very kind but effectively did nothing (there was one woman in billing who was fantastic but I didn't catch her name, she's the one that found the source of the problem).When I asked for a number to complain to they didn't give me one, instead telling me to call billing again and request to talk to a supervisor. I can guarantee that wouldn't have helped either so I tracked down the complaint number myself and only then did I get a call back with information about what went wrong. It turns out they sent all bills to an address that hasn't been my address in two years, despite my record having my correct address. I dont know how they made this mistake multiple times without checking the record they constantly ask me for.Nobody thought to call or email or anything? There are multiple numbers on my file. This debt also wasn't a thing when I first picked up my supplies but its supposedly been around since December. Absolutely horrendous. The fact that I'm stuck with months old supplies, had no communication, and nobody offered to sit down and actually help me is insane. I am lucky I'm super young and my parents are knowledgeable in this so I am not alone. But if I wasn't? Who knows if this ever would have gotten solved. Needless to say Im not sure I will be returning.

RA Dunn

2019-05

Poor customer service. Staff do not go out of their way to help customers, heck, they barely acknowledge your presence in the store. It feels like an assembly line operation when you walk in and you have to figure out which station to go to for help. They should strongly consider getting a greeter at the door especially for their senior citizen customers. Respiratory staff are rarely available and you have to wait for them to call you back. When they do, they don't pay attention to what you ordered previously. Things have gotten a tad bit better over the years, but there's still room for great improvement...same 'ole dull and dry staff.

Lauren

2022-05

Their customer service is nonexistent! I reordered supplies, they mailed the wrong product. When I tried to return they said it was past their 30 day period. However not only was this their mistake they don’t provide their return period on their packaging slip.The CMA could only say I can’t do anything it’s beyond my ability. Maybe a little customer service training would be beneficial for the people at the Kirby location!

Maureen Tan

2022-05

The people at Carle Medical Supply try very hard to be helpful and do their jobs as well as they can despite working in one of the most short-staffed, disorganized, and systems-deficient workplaces I've ever seen. It reminds me of the DMV on a bad day. Good customer service is virtually impossible in the current environment--which actually seemed to get worse after the move from their Urbana facility. This place could benefit from having a someone in a position of authority give a darn about the welfare of the patients and the staff.

Joy Howard

2018-05

I'm a CPAP patient. The CPAP person who had been helping me in the past (who was extremely competent and helpful) recently left, and now the quality of service is practically non-existent. Last month I called multiple times to order CPAP accessories but never heard back from the current and (only, for CPAP) representative, and finally someone from a different unit called me back 3 weeks later. This time I called because I needed to choose a new mask model. I have a 30-day deadline (dating back to 3 weeks ago) to do this or my option goes away. I called a week ago, and again nothing. The receptionist I spoke with this morning said the representative does return phone calls, just late. Define late. I asked to speak with management and was told I will have to wait till Monday. No management on Fridays? We're not talking about renting DVDs. We're talking about people's medical supply. This is irresponsible.

Kristen Carter

2020-05

Prescription sent over in May. Waited, waited, waited, no call. Finally called them to be greeted by super rude receptionist. Called the doctor back and requested to have my prescription transferred to Heckman's in Decatur. Carle Med Supply would not release authorization on first request. Had to call multiple times, as did the doctor & the hospital that did my sleep study. VERY disappointed. Will NOT recommend them.

Luanne Schroeder

2019-05

Had a bad experience here years ago & ended up going to another supplier for what I needed. Recently I've been here several times with mixed results. Got a CPAP, the class was helpful and Mike was friendly & patient. I called a couple of days later about the mask and had to leave a message. No one ever called back! Then I hurt my foot and had to go in for an air cast. There was a big mixup (which wasn't the fault of CMS) and their representative was really great at getting the problems solved. So while I was there, I walked over the the respiratory section and got an appointment to come in for a different mask. Used it last night and it was a nightmare, so I called and had to leave a message again. I said "I'm coming in on my lunch hour today to bring this back." No more leaving messages for me, it seems like walking in and getting taken care of works better. I feel bad for people who aren't able to do that, and would really hesitate recommending CMS because of that. Seems like they have a bad system or not enough staff. They shouldn't be getting such bad reviews!!

Debbie

2023-05

Was unsure about this placeas far as communicating with us by phone ,no return calls etc Till Kenny P came . He is an excellent employeeExplained everything, Was very helpful and polite. He is an example of a good employee.

wheelinachair

2020-05

Didn't think the service could get any worse, boy was I wrong! You can never get a hold of anyone to order stuff, lucky if you get any call back even if you leave a detailed message, and if they have to special order anything, it take forever! Use to be I would get stuff the next day, but since the new place is open, it's all over the place as when it will come in, but never the next day like it use to? Unfortunately, it the only place I can get what I need and have health alliance cover it, go figure. Heck, last time I sent a family member in to get my order, and it wasn't even my order! You would think they would check that before giving it to someone, obviously the person I had picking it up really didn't know what the correct item was, so they just assumed carle medical was giving them the correct stuff.

Jenna Ames

2023-09

severely understaffed for the amount of business they get. I do all my communicating with the carle medical supply in over in the next county and just have it shipped.

Debbi Morris

2019-05

This is the worst place to do business !! I personally had to pick up my sleep study result and hand delivered to the staff. Then they were unable to receive the faxes sent from MD. ( multiple times). There is NO Customer service. I would say one hand doesn’t talk to the other, but I’m not even sure they have hands. Today I was told that they do not follow up with medical providers. When asked why they don’t call the patient was told not in there policy. Hello 7 weeks of hell and no progress. Glad it’s not a medical emergency or I’d be dead. Just sleep deprived with few episode of not breathing.Where is the management- who follows up above them. This certainly is not the standard I expect from something carrying the Carle name. Taking my business to APRIA.

Mary Voudrie

2020-05

I was really hoping that moving to a new location would be an improvement but not so much. There is less space and everyone and everything is just crammed into a smaller space. Service especially in the CPAP area continues to be a problem.It was recommended by my doctor that I switch to having supplies mailed to me. Currently waiting over a week and a half and no phone call to indicate a problem and no supplies. Really frustrating. Wish there were more options/more competition in the area-maybe this might be enough motivation to improve their services.