Keene Medical Products (Concord)

Terrible customer service and follow through. My provider submitted a prescription for CPAP machine in June, which Keen medical, then submitted the prior authorization to insurance. They failed to contact me as the patient stating further information was needed by my provider until I followed up with my provider in October. In the middle of November, I saw my provider who obtained the necessary information to get the prior aurn approved and my provider assured me she would send the office note the same day. Approximately seven days after seeing my provider, I spoke with an associate at Keene medical who told me they had received the note that day. This associate assured me that my prior auth would be resubmitted. I explained that my insurance would be changing at the end of the year, my CPAP machine had over 30,000 hours of use and the motor was beginning to sound funny. Today is approximately three weeks after that last conversation with Keene medical. They have reported that the note was incomplete from my provider, and they needed a new note, AGAIN! I turned around and called Anthem, my health insurance provider, to find out that no prior authorization request have been submitted to the insurance company since June 28, 2023. Keene medical dropped the ball and has failed to follow through in every sense of the word. I will not be using Keene medical again, nor will I be referring patients to Keene medical for their DME.

Absolutely the worst DME supplier I have ever worked with. In the past 8 months, we have not received a full order, and what we have received has been incorrect. Phone calls are not returned, consistently transferred to voicemails or back and forth to other customer service agents, and our supply needs have yet to be resolved and fulfilled. By far, the worst experience I've ever encountered with a DME supplier.

I've used Keene Medical a few times for purchasing compression garments and had relatively good experiences with them. Today I was disappointed to learn that they are no longer providing fitting for and selling compression garments. The rep did refer me to another provider and explained the situation but it's still disappointing.

Initially, we had difficulty getting through the intake process and all the necessary paperwork to get started with Keene Medical. Once that process was complete though, I have been very impressed with both the equipment and service I have received. Matt C. came to deliver and explain all we needed to know about the equipment. He was very professional and attentive and listened to both my questions and concerns. He got back to me later that afternoon and said that he would like to exchange the equipment to something he thought would work better for me and did that within a few days. Again, Matt did a great job, delivering and explaining the equipment. I'm very happy and comfortable with both the equipment and services provided. So glad things worked out so well after a rocky start with the paperwork.

My class experience was very beneficial and helpful. Jen was very knowledgeable with my new CPAP. We review all of the set up and navigating via the touch screen, cleaning and assemble questions. Best decision made for health and sleep. Ron