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September 2025 by Fran Strauch
When I first went there I worked with Jill and she was really nice with the fitting, etc. Now they have this new young 30ish gal that has an attitude. I couldn't handle her anymore so I'm switching to North Central. I see they have a lot of complaints so I guess I'm not the only one
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August 2025 by Miklusca
Customer service was a joke, the lady on the phone was snotty. A technition never arrived.
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June 2025 by Wendy Sorensen Romano
I am so sorry but I had to reach out ,the customer service in that particular office is so unprofessional unfortunately we spoke to Bre ,who was abrupt and quite rude.i don't know if she was having a difficult day but lacked common curtisy. However on a more positive note Jill whom we usually work with is a gem so professional and polite definitely an asset to your facility,.
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June 2025 by Lorna Gorny
I’ve been a customer of Brainerd medical for six years now. They’ve provided consistently reliable service this entire time. I have purchased equipment from them, and rented it. Always a good experience. Their customer service is top-notch. I’d highly recommend them.
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January 2025 by A Jess
My orders being sent to this supply store was the absolute worst thing that could ever happen. They have 0 accountability if they make a mistake it's still going to be you that eats it. 0 customer service except the people on the trucks That actually deliver, Those are the only people that have any idea how to actually help and provide customer service. When they make a mistake they won't apologize they won't own it they treat you like it's your fault, They do not care how their way of doing things affects you as long as it gets the sale, And the company is so shady I am absolutely sick that I have been taken advantage of in the ways that I have In an emergency bean disabled, they shouldn't even be in business. I was lied to from the first phone call and made to believe that they knew who I was,and that I was calling the right facility, as if they'd been IN my house with my previous wheelchairs and i was speaking to the same facility I had dealt with before, and I dropped names of people I spoke woth and had been to my house before that do Not work for brainerd medical and she still acted like I was calling the right place just to get the sale!! I was only given the excuse that the representative was new, well you can't fake it till you make it when someone's disability and function is in your hands. My mobility aids had been stolen and I was in need of immediate devices, Not only did all the negative stuff happen but I Had to wait until they were in town anyway they wouldn't even deliver as my other company had on and off day an emergency like that. The way they put things in the system Have left me with equipment that I cannot replace or use properly and they even dropped the ball on fixing it, its my problem now!!! Topped off I almost lost me the ability to get the equipment that I need the most because of their way of screwing insurance,, had I not caught The problem immediately I would be left immobile. Shady does not even begin to describe it. Every time I've tried to communicate with them in any way shape or form no matter How politely I tried to explain my frustration I was treated so poorly these people are Disgusting. They do not belong anywhere near anyone with special needs Or conditions that require the utmost care and respect. In case your ever in need of an all terrain knee scooter, Just so you know they DO NOT Cost the nearly 900 they charge, and the $95 per month they will rent them to you for sounds great till you realize you could have owned it for 3cmonths fees..... poor customer service is only the begining YUK Thank you for reading the Interesting story on how I found out there were 2 medical supply stores in Baxter the hard way.
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January 2025 by Joe Strauch
I went to brainerd medical for a CPAP machine early November 2024. During my fitting the lady I was working with told me that my insurance covered everything and there would be no cost to me for the months of November and December, but starting January my deductible would reset so I may have to pay the . I saw the monthly rental was $125 per month so I asked her if that is what the cost would be because if so, then I don’t want the machine. She told me it would not be $125 as my insurance would cover part of it. I took the machine home and after about a month I got a bill in the mail for $578.24. I called and asked why there was a bill and I was told my insurance denied payment so I now owe. I asked them how they could tell me my insurance covered it completely for 2 months when they wouldn’t cover it at all and I was told that is between my insurance and myself. I told them no, they filed the claim so it is on them. (For some background I am a pharmacist and bill DME and insurances daily and never would I put this on a patient). The lady on the phone told me their main billing specialist was out and she would call me back when she gets in. A week goes bye and no call, so I call back again and get the same story. I decided to return machine so I wouldn’t continue to get charged but am still waiting for the call back to get this straightened out. Today I just received another bill in the mail for a second month of rental fees even though the machine was returned. This is some of the worst customer care I have ever seen and would literally rather not breathe at night without a CPAP than continue to do business here.
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December 2024 by Shari Kerr
Great customer service after my hip surgery.
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November 2024 by Sara Kinney
Employees here are beyond rude. Can’t get any help, I’ve called several times and have stopped in, still no help. They all want to pass on the work to someone else. Two workers argued in front of me and swore in front of me and my 4 year old! I can’t even leave a message for “the person that needs to help” without a snotty attitude. Absolutely ridiculous!
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August 2024 by Mom Kotten
I was prescribed a nebulizer. Not much explanation to go with it. I trusted they knew what the prescription was telling them. I was told Medicare was paying a portion and then I paid the remainder with a credit card. During the year, we kept getting a small bill. We paid, but kept getting that bill. I went into the location to find out for sure what was wrong, and was told Medicare rented it for me, and that small bill was my last portion of rental payment. I asked if I should bring it back in and was told no, it's yours. I was told it was rented and then it was mine? I asked again, and got the same explanation, which did not clear up the explanation in my mind. Will not go back.
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August 2024 by D M
-stars. Worst customer service ever! How are they still in Business? They are rude, lazy, incompetent and ignorant.
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April 2024 by Ryan “Ahr” Neely
Great service. Everyone was super friendly.
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April 2024 by Linda B
This place doesn't deserve a rating.. Incompetent staff. Can't get things right. Don't do follow-ups. Bills your insurance for wrong products delivered. It just sucks.
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March 2024 by Heather Fontaine
My husband had an awful experience at Brainerd Medical Supply. He needed a mask for his C-PAP machine. They didn't measure him, just told him what he needed. When that didn't work, he returned for a new mask. He was asked what he wanted ~ although this is all new to him and no one seemed interested in walking through the steps to find the best mask. They were dismissive and rude. During one phone call, a BMS *sighed* when my husband asked a question.My husband decided to switch to Northland Medical Supply (wonderful). When BMS called to find out the reason for the switch, my husband tried to explain and the women *interrupted him and made excuses*. We were very unhappy with the service received.
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February 2024 by Hunter Bates
Had no issues getting my knee scooter and returning it. Don’t see what all the fuss is about.
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October 2023 by Todd B.
Totally inept with terrible service. No records of previous orders or payments. If you need cpap supplies you're much better off going somewhere else. Crappy service and attitudes.
