Reviews

This profile includes reviews for HME Specialists's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HME Specialists

  3901 Masthead St NE Albuquerque, NM 87109-4481

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  HME Specialists

  2552 Camino Ortiz Santa Fe, NM 87507-8042

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  HME Specialists

  3650 Bloomfield Hwy Farmington, NM 87401-2836

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  HME Specialists

  1712 N Grimes St Hobbs, NM 88240-2719

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  HME Specialists

  3505 Highway 180 E Silver City, NM 88061-7772

Review Details

• Review fromMargaret B

  Date: 05/07/2025

  1 star
  *** is a horrible supplier. **************** agents are rude, they don't return calls. It has taken 8 weeks to get information on Rx from doctor for portable unit. I was told delay was due to missing equipment but couldn't get anyone to return call to resolve. Then I was told it was a billing issue. I worked with their personnel and their portal. No open invoices online. I learned the person who I worked with to make sure I had all invoices paid didn't know what she was doing. 9 invoices that I was never aware of were sent to collection. In one case I was told invoice went to collection because insurance paid late.. I did everything I could to insure all invoices were paid except the *** agent wasn't trained according to *** and I never saw invoices or notice they went to collections. HME is terrible. Over a week to get a returned call and they still can't tell me 8 weeks after order was placed when it will be delivered. I was told they expedited the order but they still can't tell me when it will be delivered. I've had them try to deliver equipment when I clearly told them I wouldn't be home. They get upset because they tried to deliver when I wasn't home like I had told them. I've had to go days without portable oxygen because they didn't deliver. I've used *** for 2 years and their service only gets worse. Too bad they can't be rated a minus 10. They don't care or they are incompetent Online ratings all share same info, horrible customer service, billing can't be paid on line as they say it can, they don't return calls and generally they are considered a horrible provider (1 out of 5).

• Review fromEdgar John S

  Date: 04/06/2025

  1 star
  DO NOT trust HME Specialists! The only thing holding me back from ripping most of them a new one is I have self respect and dignity. Thank god for *** for being unburned by those anchors.

• Review fromDoug H

  Date: 03/31/2025

  1 star
  I got a CPAP machine on February 25th and it was determined by myself that itI could not be used. I returned the product on March 10 and was told I was gonna get a full refund of $283.74. On March 19 I went back to see where the refund was and they said they werent gonna give it to me. I am still waiting for that refund. This is unacceptable type of business practice.

• Review fromDalia M

  Date: 03/25/2025

  1 star
  Not helpful at all. I have a BABY that requires oxygen I've been trying to get them to replace a oxygen concentrator and new prongs. Friday I put in an order for new tubing and prongs Monday came and the delivery driver did not have any. I also called on Sunday the emergency hotline told them that I needed a replacement on the oxygen concentrator because it's no longer working, the lady was very rude gave me an attitude when I was telling her my daughters last name. She said she was gonna put in a work order for it and said someone would call me back she said they would either call me that night or Monday. No one ever called me on Monday so Monday morning around 10am I called to see the status on it. **** told me that no one put in any notes for a work order and said she would put in a work order for the warehouse. Monday evening called again at 7:30pm because I know the delivery drivers stop at 8pm to see that status on the order and on the concentrator emergency hotline told me once again no one put in a work order. They said they would put in an order for it. Tuesday morning I called once again because still haven't received the order I requested on Friday and about the oxygen concentrator. **** was the one that answered again said that she put in the work order through the warehouse but it never got delivered she said that she would have the warehouse supervisor ****** call me about the concentrator. I also asked about the order for the prongs she said that they were gonna be out for delivery. Now it's Tuesday evening never got a call back from the supervisor ****** and still no delivery for the prongs I ordered Friday. This company ***** and they have a lack of urgency. The emergency hotline is of no use because they don't have anyone call you back. The employees **** at putting and looking for notes that have already been made. They are putting my baby daughters life on jeopardy due to their incompetence.

• Review fromSusie D

  Date: 02/11/2025

  1 star
  CPAP supplies - when supply arrived was sent wrong item, back in December. Have called this company numerous times. Always told someone will call you back. Got ahold at supply dept was told take care of exchange problem on wrong item, this goes on till now 01/16/2025. Customer service couldn't handle problem was told again and again someone will call back, never happens, supervisor finally calls out of Albq, NM rude not sorry for my problem. This deals with my health. Called Dec, 1/2 1/15 1/15 again 1/16/2025 Leticia. Finally received my correct item 1/21/25 had to spend alot of time calling staying on the phone to long, dealing with rudeness, incompetence.

• Review fromRobert L

  Date: 11/27/2024

  1 star

  Robert L

  Date: 11/27/2024

  With an average of 1.08 of 5 stars for 64 reviews, it should be of no surprise I'm adding another. I'm actually astounded that an organization can be reported this poorly to the BBB and continue in the health care industry - for shame! For what it's worth, I have only received my correct order for Bipap equipment replenishment once from ***. I have had my equipment for 4 years, and suffer migraines among other issues when I don't use it. No matter how many times I pay the copay, renew the prescription, or place an order, HME ALWAYS finds some excuse to cancel the order and not send the required material - I AM TALKING MULTIPLE TIMES OVER YEARS here - not just once - and I have EVERY record of EVERY contact and communication! I am assuming the only recourse left is litigation? I'm just guessing maybe 64 others would feel the same! PATHETIC!!!

  HME Specialists

  Date: 11/27/2024

  We sincerely regret your frustrations and negative experiences with ****. We understand the critical role your BiPAP equipment plays in your health and well-being. While we strive to provide exceptional service, certain factors may contribute to delays or challenges, particularly related to insurance requirements.Your insurance plan mandates that we maintain current documentation to support equipment and supply orders. This includes an updated prescription and recent healthcare provider visit notes. These requirements, which ensure claim approvals, are standard across all DME providers. In your case, we have been requesting updated documentation from you since mid-September 2024 to facilitate your ******** improve the process, we encourage patients to track document expiration dates and schedule follow-ups with healthcare providers in advance. Doing so helps maintain uninterrupted access to necessary supplies.We welcome the opportunity to work with you directly to resolve this matter and avoid future delays. If you feel another provider may better meet your needs, please note that these same insurance parameters will apply.We genuinely appreciate your feedback and will continue to evaluate and improve our services to better support our patients. Please contact our **************** team directly if you would like assistance in addressing your current order.

• Review fromDiana S

  Date: 11/22/2024

  1 star

  Diana S

  Date: 11/22/2024

  This is the worst company I have ever had to deal with. My mother paid for a ******, granted it was only $10.00. Since it was such a small amount, she sent a 10-dollar bill. Less than 3 weeks later she received a late notice, stating that they never received her cash payment and posted an additional $25.00-dollar late fee. I called the local office and was on hold for over an hour to get the recording to leave the name, number, patient account number and someone would call us back. They called back later in the day and told her that her account and the issue would be turned over to a senior ******. She got up from the table once and they tried to call her back. Left no message, nothing. Now, for the past two days I've been calling and having to leave multiple messages for someone to call us back. Nothing for two days! There are no other numbers that I could find to talk to anyone. Just recordings. So, I wrote a check for the $25.00 along with a two-page letter to the ******, ** office to advise them of the issue. I truly hope that they NEVER get accredited here in the State of **********. OH, the last part of my written note told them they might want to pay a little bit better attention to the single customers, not just the large corporations, if they want better reviews. I can advocate for my mother but what about the people out there who don't have anyone to help them. With regards to the cash that was sent, in my letter I advised them if they don't accept cash, then they needed to send the money back and ask for either personal check or a cashier's check. Not patient friendly at all.

  HME Specialists

  Date: 11/27/2024

  We sincerely apologize for the frustration and inconvenience your mother has experienced. **** is committed to resolving billing concerns and providing accessible support to all our customers.We encourage you to contact our **************** team directly at ************, available on our website, *****************. While we strive to address all inquiries promptly, we regret any delays in this situation and will ensure your concern is escalated for resolution.Additionally, **** has 14 locations, including our corporate office in ***********, **, and provides services in *******, **, and ********, **. Our team is available to address issues at any of these locations.Unfortunately, based on the information in your review, we are unable to locate the account or payment details to investigate further. Please reach out using the contact methods above or provide additional details so we can promptly assist with resolving the billing issue, including clarifying any policies around cash payments.Thank you for bringing this matter to our attention. We value your feedback and will use it to improve our processes and service delivery.

• Review fromGail L

  Date: 11/15/2024

  1 star
  Horrible experience with deliver of wheelchair. Called *** every day for over 2 weeks just to be told the wheelchair would be delivered that day, never was. One day I called, and I was told that my husband was deceased and no longer needed the wheelchair.

• Review fromPaula K

  Date: 11/04/2024

  1 star

  Paula K

  Date: 11/04/2024

  Flawed systems and extremely poor communication. Unacceptable and possibly even life-threatening to elderly and disabled people who lack ************. While **** mission is to serve patients, unfortunately this company is not transparent in providing customers with answers when there are communication breakdowns that result in patients not receiving necessary supplies in a timely way. *** informed us my 95 year old mother who uses oxygen and cpap needed a new prescription. I immediately contacted her physician to complete HME forms and send them back. Our physician faxed the prescription to number HME provided within 2 days. After waiting a few days, I called HME to make sure the forms were received and was told not yet. I drove to the physicians office after to check and make sure he had all necessary info to complete the new prescription and verified the correct HME fax number. I was assured everything was done and faxed correctly to ***. Meanwhile I kept getting multiple emails from *** stating my mother required a new prescription before her supplies (now overdue) would be sent. On Sat. Nov. 2 called. No forms. On Nov. 4, 2 calls at work from *** stating the same again. 2nd call dropped. Had to call *** back and start all over. This time I got ******. She stated no faxes were received despite yet another call to our physician that morning to verify he did sent it. I drove to the physicians office a second time to pick up a hard copy to take to HME in person. At the physician office, they informed me it routinely takes 3-4 faxes to *** to send required forms.****** was kind and professional, but had no answer as to why *** did not get fax. She said she would relay our discussion with her manager. She did not provide a name for me.HME you have a professional and ethical obligation to serve your clients better. Fix your fax system. I can advocate for my elderly mother. What about the people who have no one to help them? They deserve it.

  HME Specialists

  Date: 11/13/2024

  Thank you for sharing your experience. We apologize for the frustration this situation caused. At ****, we are committed to providing excellent service, and we understand the importance of timely delivery of necessary supplies, especially for vulnerable ************** order to fulfill insurance claims and process orders, **** requires updated prescriptions and supporting medical documentation from the healthcare provider. Unfortunately, we did not receive the required prescription in time to process the order initially. The order was placed on 10/7/24, and when you called on 10/22/24 to inquire about the status, we informed you that we were awaiting the current prescription from your healthcare provider.The prescription was received on 11/2/24; however, as it was submitted by you rather than the provider, we needed to verify its authenticity. This verification was completed on 11/8/24, and we were able to deliver the supplies on 11/13/24.We sincerely regret the delays and communication breakdowns experienced in this instance. We will continue to evaluate our processes to improve the timeliness and efficiency of our service, including ensuring clearer communication with our patients and their families. We recognize the responsibility to serve all our clients with professionalism and care, especially those who may not have an advocate available. Thank you for your feedback.

• Review fromRALPH K

  Date: 10/29/2024

  1 star

  RALPH K

  Date: 10/29/2024

  Their primary problem is in the systems, They have other issues, but their systems need to be addressed first and by doing that, the rest might be improved.I have many issues with the but here is the last interaction I had with these idiots.I got a reminder for an appointment that had to be rescheduled. The email asked for a reply with the word confirm to confirm.I did as instructed to confirm.A minute later I got, This message was created automatically by mail delivery software.A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:As a retire senior systems engineer, trying to work with these people for years, and getting no where, what can be done to hold these people accountable?This is required medical equipment to maintain my health. Keep me alive.

  HME Specialists

  Date: 11/13/2024

  Thank you for sharing your experience with us, and we apologize for the frustrations caused by our systems and communication processes. We understand the importance of reliable service, especially when it involves essential health *********************** clarify, an order was placed for your required equipment on 10/24, and it was delivered promptly on 10/30. However, we recognize that the communication and confirmation processes failed, as you noted with the automated email error. This breakdown in communication added unnecessary confusion, which were actively addressing with our IT and customer service teams to ensure smoother, more reliable interactions in the future.Your feedback is invaluable as we work to strengthen our systems and overall service. Thank you again for bringing this to our attention.