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December 2023 by Arnold Flores
Horrible company, bad customer service - good product.Our experience with Kadence Healthcare has been extremely disappointing. Despite providing a prescription from our grandmother's sleep doctor, coordinated with her cardiologist, the company has consistently demonstrated poor customer service, lacking empathy, and a significant failure in follow-through.The cardiologist track's our mom's pacemaker via online connection and noted that our mom's pacemaker is working at 90% capacity due to lack of oxygen. Mom's hearts stop during sleeping. We were notified within 24 hours from the cardiologist, checked the cpap and discovered the device was not working.The CPAP machine, essential for our 83-year-old mom, stopped working, and despite multiple calls, we've faced a continuous stream of lies and avoidance from Kadence Healthcare.Adding to our frustration, both managers and customer service representatives have proven to be unprofessional. They raise their voices when questioned about the delays or lack of solutions, further diminishing our confidence in their ability to address our concerns. It's disheartening to witness such a lack of professionalism from a company entrusted with providing vital medical equipment. The quality of their service, coupled with unprofessional behavior, has left us deeply dissatisfied with Kadence Healthcare.Our experience with Kadence Healthcare has been extremely disappointing. Despite providing a prescription from our grandmother's sleep doctor, coordinated with her cardiologist, the company has consistently demonstrated poor customer service, lack of empathy, and significant failure to follow up.The CPAP machine, essential for our 83 year old mother, stopped working and despite multiple calls, we have faced a continuous series of lies and evasions from Kadence Healthcare.Adding to our frustration, both managers and customer service representatives have proven to be unprofessional. They raise their voices when questioned about delays or lack of solutions, further diminishing our confidence in their ability to address our concerns. It is disheartening to witness such a lack of professionalism from a company entrusted with providing vital medical equipment. The quality of their service, coupled with unprofessional behavior, has left us deeply dissatisfied with Kadence Healthcare.
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November 2023 by Patrick M.
Customer service is horrible. Orders placed over the phone do not make it into their order system reliably. They'll send you the wrong equipment, and if you don't notice within 30 days -- or notice, ask for the right equipment, and then have them drop that order -- they'll make you pay out of pocket for the right equipment. Buy from professionals, not these losers.
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September 2023 by Api N.
Customer service is lousy. I ordered a CPAP machine after multiple insurance iterations. Kadence promised to have it delivered to my doctor's office. I drove an hour each way only to find the machine had not been sourced by Kadence. Wasted trip. Had to get it shipped instead. Since then, I've called three times to order supplies. The order was never placed on the first two tries. I'll see if the third try actually works. Kadence is very poorly organized internally - the left hand and right hand are not connecting. Beware of dealing with Kadence - recognize that the burden is on the buyer.
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August 2023 by George C.
I can't say enough about Kadence Healthcare and Eric, their technician, in particular. He gave me very professional and helpful advice in fitting my CPAP device. He went above and beyond to make sure my mask fit just right and was operating properly. I highly recommend this business and Eric for all your CPAP needs. If I could I would give this business and Eric each 6 stars! Thank you, Eric.
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March 2023 by Lindy N T.
My husband has been sick in the hospital for three months. Today's the day that he is going home. the wheelchair was supposed to be here at the facility at 6 o'clock last night. They called this morning and said they wouldn't be here until between 1230 and 1. Eager and ready to go home. We are still waiting for a wheelchair. Not happy at all.
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March 2023 by Sharon Allen
Unfortunately, my mother has needed to use respiratory machine as well as a cpap machine for several years. Fortunately, Kadence Health Care has provided stellar service to my mother! Can’t recall all the names of the various staff who has troubleshoot various problems or delivered tubing or a replacement machine for my mom ( David, Kevin, Christina, Chris Hansen), however, I am very thankful for their expertise, efficiency, and human kindness they always provide.If you are in need of a cpap or respiratory treatment machines, I’d call Kadence. I haven’t been disappointed yet! Everyone I speak to is always on point and knowledgeable (especially Chris Hansen a life saver for my mom)!
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March 2023 by Yvonne C.
Kadence Healthcare has been a godsend to our family. Their staff is outstanding as well as their service. One particular person, Chris Hansen has been extremely helpful with making sure my mother's needs were being met. He has been professional, efficient, and personable . A breath of fresh air! If you are ever in need of respiratory equipment, try Kadence. I haven't been disappointed yet!
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January 2023 by Robert B.
I would recommend them with caveats. I have been using them for a couple of years for reordering of my CPAP supplies. I realized they never sent me any replacements for the strap that goes over my head for my CPAP machine for the last two years or so! when I called today to find out why I was advised that I can only order that every six months and their rapid re-order that they always ask me to use in their email, just replicates my previous order. now my strap is falling apart. I can only get one and it won't be here for 5 to 7 business days. I wish somebody had told me not to use rapid re-order or at least how rapid reorder works. They just send you an email encouraging you to use it if not for that I would give them five stars based on that I almost want to give them less than three.
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November 2022 by Antonella Di Francia
This has got to be a joke. So unprofessional the billing department has been. Trying to get them to bill Medical is a nightmare. They wanna argue check patients. This has been sothis is unacceptable stressful to get them to bill
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September 2022 by Barbara D.
I had a couple questions about my resmed CPAP machine and I called Eric and laid out all my questions and he answered everything perfectly and I wanted to give him a thumbs up. Thank you very much Eric for your help and if I need more help in the future I will definitely give you a holler. Have a good day
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July 2022 by Hannah Hoffman
By far worst staff I've ever encountered. Nightmare ordeal lasted over 6 weeks with them. I've had the following issues:1. Broken CPAP machine that they stalled in replacing, which made me not meet insurance compliance (resulted in extra charges). Not to mention the health risks of being without a working machine.2. They only gave a 3 day extension when broken machine was finally replaced (again, resulting in unwarranted extra charges- broken machine is not the customer's fault)2. Over billing3. Six emails not responded to, 4 voicemails not responded to (over a 3 week period)4.They refused to work with me because their CPAP data they received was different than what showed on my machine (How is that my fault?). Again. Extra $.5. Took over a week for my insurance to get anyone on the phone, and the staff at Kadence were not helpful6. My insurance called Kadence a mess and uncooperative (they'll be filing their own complaint as well)7. Horribly rude staff and inconsistent information8. James, will talk and talk with no resolution what so ever. Completely unhelpful.9. Mariah, laughed and hung up on me when attempting to resolve a compliancy issue (and she is in a supervisor position). She also gave me incorrect information regarding needing to meet with a doctor for compliance (2 other employees confirmed her misinformation)10. No returned calls from Mariah's supervisor, or anyone with power to fix the situation (They've had 7 business days)11. Caught staff members in the middle of blatant lies, on more than one occasion12. They have no formal complaint process, so my insurance is taking it into their own hands.Stay far, far away.
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May 2022 by Ed L.
I wish there was a way to rate this company with no stars. They don't deserve even one star. I have a C-PAP machine but it was missing a hose and mask. I rented a C-PAP machine and supplies for $200+. After I agreed to a rental plan, I was able to find a new hose and mask for my machine. The day after I rented the machine, I tried to cancel it. I had a number for Lance Ortiz, the district manager (the only telephone number I had at the time). I left four messages over a five-day span, informing him I wanted to cancel the rental, and that I wanted a full refund. When the machine was delivered, I did not open it because I feared there might be some penalty for opening the box upon delivery. I never got a return call from Mr Ortiz. After six days, I was able to get the number of their office in Cypress, CA. I called and explained that I wanted to cancel the rental, and that I wanted a refund. I was promptly told that the rental was non-cancelable. I was not informed of this when I agreed to the rental. I asked to speak to a supervisor. She also informed me that I could not get a refund for the first month's rental and the supplies. The supervisor said it clearly states inside the box that the rental can not be refunded. I have already explained why I didn't open the box. I asked to speak to Mr Ortiz, but was informed that he was not available. My wife and I are on a fixed income and do not have discretionary funds to pay out unnecessarily. I feel Kadence Healthcare is victimizing people that can ill afford to be victimized. My guess is that many or most of the people they service are in a similar economic situation. I returned the unit to their office in Cypress and asked for a copy of the Pick up/Exchange Ticket I signed as proof that I returned the unit. Hopefully, this will prevent them from charging for another month's rental next month. I caution anyone that is considering renting or buying any equipment from Kadence Healthcare to be very careful.
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March 2022 by Alice F.
My son got discharged today from the hospital, the full electric hospital bed was delivered and my son's caregiver was home when the bed was delivered. When we arrived home straight from the hospital, we saw that the bed they gave us was second hand and full of scratches, one area of the mattress was even ripped. To arrive at your house after a harrowing experience of grave illness at the hospital and find that Kadence short changed us was heartbreaking. We ended up laying our son on our old bed and not on this second hand bed. We don't even know if this was a floor model they gave us, or if some other patient used this and this is totally unacceptable!!!
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February 2022 by William Cole
James Wu of Kadence Healthcare is excellent and deserves a raise! I've worked with this gentleman for about 7 or 8 years and he is always, helpful and patient. I recently received a new CPAP machine and I was not pleased with its performance, I contacted James and without saying it, he communicated to me it was user error. He is very good at not pointing out, what even I now realize, was obvious. Its a skill to tell an old man that he's wrong, without uttering those words and he's very good at it. He knows his job and can explain, in detail, how to obtain the desired performance. I highly recommend Kadence, especially James
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February 2022 by Barbara B.
I switched to this company several years ago following my repeat sleep study. They keep a close watch on my usage and offer me helpful hints when I have run into problems as air leaks. They handle all of my supplies and notify me when it is time to order new supplies to see if I need something different as a mask instead of the nasal pillows and get me the supplies as needed. They work with my physicians to make changes in my supplies as needed.
