Prime Care Medical Equipment

DPFB

I rented a basic hospital bed for 2 months from Prime Care. I wasn't sure what to expect. My husband stayed home for delivery and sent me pics of the bed. I could tell just from the photos the bed was in great condition. The spring mattress super clean. My husband said it came right out of sealed plastic bag. So it could have been new or recently refurbished. The bed came with a wired remote control to raise your head and raise the part underneath your knees (it was great for my knee replacement). There's a hand crank at the foot of the bed where you can raise or the lower bed. I found the single spring mattress comfortable to sleep on. If you do rent from them, be sure to call way ahead of time to schedule a pickup date. Due to my own stupidty, I didn't know this. I assumed they would be calling me for a pickup date. The reason why I can't give them five stars is due their inability of returning phone calls. The first day I called was at 8:00 in the morning. I waited all day to hear back from someone inside my house because I have no cell phone service in my barn or anywhere outside in my yard. I never heard from anyone. I called the next day shortly after 8: 00 determine not to have to wait in my house again with Wi-Fi call on waiting for a phone call. I understand it's hard from anyone in the Albany area not to realize that there are many homes in rural areas if Washington County that don't have cable or cell phone tower service, but that's how it is out here. The ladies who answer the phones seem to be under the impression that a customer should wait 2 or 3 days to hear back from their scheduling department. I had a few questions & concerns, so I asked to speak to the Office Manger. Instead I kept hearing how the scheduler is out on deliveries and will call me back when n they RETURN. I explained tha I heard that yesterday, but no one called me back. As a matter of fact, I left a voicemail message for billing and no one called me back from there either. The young lady who I first talked with decided that my concerns weren't important enough so she hung up on me. I spend close to $600 on a rental bed & she hangs up? When I called back, another young lady picked up the phone. She was somewhat better, but clearly wasn't going to transfer me to an office manager. So once again, I'm transferred to the delivery/pickup departmen... and once again, I get voicemail. I left a message. Within minutes, I received a phone call from Jeff. I apologized to him for my somewhat irritable voicemail message & he apologized for the fact that no one returned my phone from yesterday. I found Jeff to be polite, professional, and very helpful. Thank you, Jeff. I was in customer Service for 30 years. Seventeen years of those 3 decades were in banking. Bank customers can be REAL nasty when there's a problem, but I never hung up the phone or walk away from them. I wouldn't even have thought of doing something as juvenile as that. I know I'm old school, but there are BASIC business etiquettes that should never be ignored. When you're talking on the phone, smile as you do. That smile is in your voice & the customer picks up on it. If a customer is in mid sentence, don't cut them off. When you're frustrated with a customer, take a deep breath and relax. If you can't deal with a customer, politely put them on hold and seek assistance from someone else nearby. The one thing you NEVER do, is hang up on them. That's the most unprofessional & childish thing an employee can do. Not only that, you lost a customer, and you lost that customer's family and their friends (snowball effect). The first impression customers have when calling a business is based off of the person who answers the phone. So be professional. Would I suggest you use them? Well, that's up to you. Will I use them again. Not too sure. I will keep in mind how clean and well maintain the hospital bed was and go from there. There's a place in Glens Falls, maybe I'll check them out next time.

Shalina Mallory

Brandy was fabulous! My friend picked up my knee scooter for me, received instructions and 5 months later I returned it. Unfortunately I am a slow healer. Brandy checked in monthly and took care of the physician and insurance information. I literally did nothing besides use it. Seamless!

Colleen Fernet

Poor customer service repair. I called regarding a tear in the arm of wheelchair. I received a call from them stating there is a $75 charge for their assessment. What assessment? I told them what was wrong. I'm on a fixed income I can't afford an assessment fee. Believe me trying to get rid of this chair and go with a different company. Extremely poor customer repair service.

Pat Clark

I am a paraplegic who suffered a pressure wound that required surgery. It was necessary for me to be in an air bed for a few months. I rented the bed from Prime Care Medical Equipment. My Doctor recommended a more advanced bed, so I made arrangements with another company and requested that Prime Care pick up their bed. They did not pick it up until a week after the other bed was delivered. Both companies billed my insurance company for the same week. They paid the other company. Prime Care billed me $2,000 (Yes $2,000 for a week). Even though I gave them adequate notice when asking them to remove the bed. I called and explained that it was them, who did not pick up the bed and that I was not going to pay the bill. They sent a bill every month for well over a year. And I called and explained the same story over and over again. After about 2 years they filed a claim in NY Supreme Court for the money. I called the attorneys representing them to explain. They told me the reason that they were being so persistent with collecting the money was because I did not deliver the bed back to them I Albany. As mentioned above I am a paraplegic and was laid up after surgery. Also I happen to live about 70 miles south of Albany. Not to mention it was never requested of me to return the bed. As it was Prime Care who delivered the bed and set it up. So I was forced to settle. I will never use this company again. If you are thinking of using them my advice is to run as far away as possible, before they come after you.