The experience I have had with upstate homecare has been the absolute worst. It is like pulling teeth to actually get a hold of someone. I started cpap therapy at the beginning of this year. I was told that they would send me the part replacement schedule and help me with reordering supplies. I was never contacted and when my mask broke and called to reorder i first got redirected to the warehouse and put in an order. they told me upstate homecare would contact me. They never did. I was constantly told that it takes 7-14 days for the order to come. After the second call to upstate when I was told it was ordered I waited the 14 days and called to see why i hadnt gotten it. I was told the person who took the order couldnt actually order it so they put the order in and told me it would be 2-4 days. I called after 5 days and was told i would be sent an email with a tracking number which i never got. hopefully it comes in the mail. i wish i could give 0 stars.

I was originally dissatisfied with my quote but after speaking with the CEO, i was informed of the services that were provided that is baked in the cost of the equipment. It feels good to know a single voice can be heard in this day and age.

These guys are the worst. And we are stuck with them because Medicare choose them. They NEVER have serviced my mothers equipment in the 4 1/2 years with them. We have to call for supplies. They refuse to replace parts in the portable concentrator that clean the air before you breath it. The manufacturer says this should be done every year. Lincare was her previous supplier and they were great. Routine maintenance was always prescheduled and they brought plenty of supplies so we could change her tubing regularly. Not so with these money suckers.

In the beginning they were very on point about getting the product out to my mother now no one answers the phone no one returns your call I ordered from Amazon its affordable

I am new to CPAP therapy and need a lot of help over the phone. A big shout of THANK YOU to Andrew Sabin and Don. They are very patient, compassionate people. I have called with dumb questions and so frustrated that I want to stop CPAP therapy. These guys go over and beyond to make my CPAPexperience healthful. They never make me feel stupid for asking questions, all questions are answered in language that I can understand. UPSATE HOME CARE ROCKS.

Upstate Homecare is a SCAM. Just like so many healthcare providers, they overcharge you by an exorbitant amount. They recently quoted me around $30-40 for an equipment order, and proceeded to send me a bill for over $300. This is ridiculous, especially considering the value of the equipment (made of plastic and rubber, cheaply made by Phillips) is no more than $50-100. Not only are they scamming you on the back end, to be quoted 10% of what they end up charging is UNETHICAL. They need to be punished severely.

GREAT customer service from Don at Upstate HoneCarr! He was patient and thorough during our consultation. Thanks so much!!

I had been using a different provider for my cpap and was getting very frustrated with their errors in filling my order and their total lack of customer service. I switched to Upstate Home Care and I’m so pleased that I did. Their customer service is excellent and I have what I need. I anticipate having a long and happy relationship with this company.

Thank you so much Janine for all the help and iconic customer service. Made my year and i swear ill use distilled water.

Hasnt returned calls twice now.Need oxygen test and said today after I called about them not returning my calls after waiting 2 days that it will take several weeks to get the apparatus because they dont have any available. Really??? Not impressed.

My respiratory therapist is Kenny and I would recommend his services to anyone who is looking for respiratory supplies. He takes his time explaining your equipment, hes funny and hes knowledgeable. He answered any and all questions I had regarding the safe use of my equipment. He definitely put me at ease and hes available whenever I have questions. Thank you, thank you Kenny so much for your help and support.

Extremely poor customer service. Never able to reach anyone through the telephone and always connected to the automated response line. I wish to speak to a real representative but it is extremely difficult every time I call them.I am a physician and now I know why so many patients have difficulty being compliant to their CPAP, as ordering cpap supplies is so difficultToday I spoke to a Billing representative Ashley and asked her to connect me to a representative from orders and supplies department, and called three times and each time I was connected to the automated response line.Very disappointed

Worst business practices ever! Had been a long standing customer for years and needed CPAP supplies ordered and had problems with the automated order system. Called several different CSRs and Respiratory Therapists and left many messages only for no one to even have the decency to call me back. Switched to Rochester Oxygen and CPAP and got taken care of immediately.

I have used Upstate Home Care since i received my C-Pap a little over a year ago. They started out with good customer Service but starting this summer they changed....I cannot recommend them at this point. I am very disappointed. I will be taking my business elsewhere.

Poor customer service........Hard to get through there phone system...they take a long time to do anything.....I would not reccomend at least for SLEEP APENA supplies

My 15 month old daughter has a trach and needs a ventilator. Weve been working with Upstate since April 18 and somehow they continue to mess up orders (still receiving adult sized equipment for an infant). Currently our travel ventilator is not the same as her working home ventilator, and there is no timetable as to when we will get her normal travel ventilator returned. My insurance changes in January and cant wait to switch providers. I hate knowing that my daughters ability to breathe potentially relies on Upstate.

Upstate Home Health Care has provided us with exemplary service. They are always polite and patient and deliveries are made precisely when they say.

I am updating this post and removing the bad previous review. I was finally able to easily place and quickly receive an order as needed, A resp. therapist contacted me to be assured I received the supplies and I was happy with my order. I was contacted by the CEO of Upstate Homecare to discuss my bad experience. He was apologetic and I felt he truly cared about my situation and has since implemented changes in the way they do business. It is refreshing to see in this day that a CEO will take the time themselves to address a customer complaint and not just farm it off to a secretary or an underpaid intern! Thank you Upstate for resolving this issue, I was losing faith in the customer service industry and has since been renewed.

Over the last few years they have provided timely and compassionate care in terms of oxygen supplies, bipap/cpap and wound care supplies. Their service has been excellent and we are glad to have been able to avail ourselves of their expertise.

Poor customer service and unreliable! I have a 15 mo old baby that needs medical equipment. It’s been multiple occasions where I was told the equipment would be delivered and they never showed. It’s frustrating because my daughter relies on the equipment. There is no empathy and they act as if they don’t care when I call and complain. And God forbid my daughter needs something right away they ask me to wait or charge me more money. Enough is enough I will be looking for a new medical equipment company ASAP. I would never recommend upstate!

They are the only one in my area. At first all seemed good in 2014. Then at the end of 2015 I needed a VPAP instead of a CPAP. I paid all those months & thought that old machine was mine. Well I was told in order to get the VPAP I had to return the old one, this was Jan 2016. They charged me $150 as a start up fee because the new machine cant use the other machines hose. So Since the beginning of Jan 2016 I made my payments on time. Then I had to go out of state & had to take the machine. I phoned my insurance company & they said if I was renting to buy it would not be covered but if it was mine they would. Not remembering dates I called & was told by billing at the end of June 2016 that it was paid off. I asked are you sure & the women checked again & said yes! Well in Oct of 2018 I get a bill for over $4000! I freaked! I was told they would put a hold on it & look into it. Well 2 months later I get another bill for almost $800! I live on a very tight fixed income & didnt know what to do. I called & they worked out a billing plan BUT why should I have to pay for your mistakes? WHY after almost 3 years do I owe you anything? I feel it was your error not mine! I was paying on time every month & then after almost 3 years you say I owe you money? I think you need a new accountant or someone who knows what they are doing! Im angry, upset & ripped off! You being a company should just wipe the slate clean & use it as a tax right off! You are made of money, IM NOT!

I tried to reach Robert Bell at Upstate Homecare for an appointment by phone but still received recording message to leave my message via Relay Service as I am deaf for THREE DAYS. It is impossible to have an appointment. I am not happy with this service!!

In response to some issues I had, I found the company to be very responsive and interested in making things right. I applaud such efforts at making sure customers are happy and I encourage anyone with a problem to contact their management.

I returned oxygen equipment months ago. In the mail today I received another bill for the same equipment. Put on hold for billing dept., nothing but a run around from customer service. Lousy service, terrible customer service, no help at all!!! Do yourself a favor and go somewhere else!

Very unprepared, non-responsive, and plain just not helpful. I would recommend going somewhere else.

I cant deal with these people anymore...worst employees and one of the worst run companies I have ever seen...no one has a clue there about anything...plenty of other companies in rochester area to deal with without getting involved with them...geez they are a five star company if you add up all their reviews....

I had an appointment with sleep center then was directed to Upstate down the hall. They did not seem professional, had no idea why I was there and all I wanted was equipment. Long story short I left with no equipment and they never even turn on my machine to see if it was functioning. I was very disappointed overall in the service and will be going online for supplies

Despicable customer service!! messed up on an order and gave me a hard time about it!

Terrible customer service would treat a person like they would steal feeding bags they are HORRIBLE LOOKING FOR ALTERNATIVE FOR MY DAUGHTERS FOOD COMPANY!!

Kind people