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January 2024 by Christine Rodenbo
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.
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October 2023 by Don G.
Ordered a new CPAP machine four months ago. It has been approved by Medicare and Blue Cross. They have even paid for it but no machine. Continually get a run around. "Need insurance approval" or "we don't recognize you." The worst experience if my life. Customer Service uncaring and not honest. Present machine on its last legs. They have been paid for a new one but just won't produce it. Unbelievable frustrating not to mention a health hazard to me. I will never deal with them again.
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September 2023 by patricia macarthur
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.
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July 2023 by Janine Hession
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.
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July 2023 by Patti F.
They make promises they don't keep. They called me telling me what they would do for my husband who was very I'll and they did NOTHING. Can not trust anything they tell you. Find somewhere else to help you.
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April 2023 by Karen Perkins
The customer service representative that was there was not a happy employee. That made for a not so happy customer. She was very rude. Will find another company to work with.
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March 2023 by James H.
I always thought that Keene Medical would be a reliable company to do business with since I had seen the business in operation for years. Not so. It was very frustrating to get information from anyone by phone, promises were made for delivery and never fulfilled even when the doctor's office called them. They tell you they will call with a time of deliver but they don't and if you call they act like they never heard of you even when you talked to the same person 4 days ago. They have lost paper work and claim they thought you went to another company for your oxygen. I would not recommend that anyone do business with these people if they can help it and am telling my doctor not to send further prescriptions to this company.
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February 2023 by Peter H. H.
The worst company to try to do business with. Impossible to contact, the phone tree is a mess. No one answers anyway. If by chance you get someone to speak to, they are in a different dept. I feel sorry for people who work there because it is so disorganized. The right hand doesn't know what the left hand is doing. We went 7 months and they still couldn't deliver liquid food to a trach patient with a g tube regularly. Every month we ran out and had a fight to get another delivery. They close for lunch, no outgoing message to that effect so it's just no one answers. They say they'll be there on a certain day and will call first but don't call then they say they'll be back if you miss them but don't call or come either. This is a family held business, probably 3rd generation. They are asleep at the wheel and running it into the ground.
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January 2023 by Norma Daviault
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
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January 2023 by Donna Ballou
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.
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January 2023 by Jack Amrol
After Wayne at the home office helped me, Kelly was great in helping me get a new CPAP machine. I was also given advice and suggestions for diabetic shoes and insoles.
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January 2023 by Donald M.
This has to be one of the worst business experiences I've ever encounter. The place has the feel of a morgue and the employees you see appear to be zombies. Uncooperative and snake oil salesmen. I had some custom orders which turned out to be off the rack. The packaging clearly showed that the sizing was generic nor specific to me. They will not countenance any refund. If you can, avoid these people.
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December 2022 by Kevin M.
I have received medical supplies from Keene Medical in the past, and sometimes they were ok, other times not. Their customer service has degraded to the point that it is now impossible to deal with them. I was bounced to five separate numbers, no one was willing to help. One would say the local office never took orders, they sent me to the main office and asked me to enter a non-existent choice from the menu, which resulted in my being sent back to the Concord office. They finally said no one could help me but maybe if I uploaded a new prescription they would look at it. I recommend you stay away from Keene Medical, if you possibly can.
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December 2022 by Lady Slipper
Kelly at the Concord location recently helped me with a failing CPAP machine. She was very professional and knew what she was doing. Thankfully I purchased a 4 year warranty on my CPAPmachine, so it didn't cost me anything to get the necessary replacement.
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December 2022 by Michelle Wayland
In the past is not always been this seamless. I'm not sure if there is a new management contingency in here, or what the change is, but my experience this last time was extraordinary!
