This is in response to Norco’s response to the Philips Dreamstation 1 CPAP machine recall in June 2021 due to potential increased cancer risks because of the degradation of the sound abatement foam in these devices. It is a manufacturers recall but Norco could’ve looked out for its customers also by sending a courtesy email to inform customers of the recall. It’s been three months since the recall and I was able to found out about it through a news report. Norco has no problem or delay in collecting your payment or sending you emails to buy more accessories or replacement supply for your medical devices but when it comes to real life defects that can have potentially lifelong harming consequences, Norco will not take that extra step in informing their customers.

Very professional and friendly staff. Doing business with Norco was very easy.

Good company and attentive to my CPAP needs

Norco on Andresen has an excellent and friendly staff. Always eager to help the customer. Thank you guys!!!

They try there best but medicare makes it impossible for them to help paitents that need med equipment why if adoc prescribed a wheel chair does medicare need chart notes instead of the indication only if a surgeon orders it that should be good enough thank you norcogor going above and beyond

The ONLY person at the Andersen location that had any real knowledge was Nathan none of the front end staff could answer questions correctly. Over the phone it was just as bad. Avoid this place if you can.

Stop parking in handicap spots..

I got my new Permobile M3 today & absolutely love it! A big thank you to the Norco staff & especially Rachael Erekson. Rachael went above and beyond for me. I cannot thank her enough for making a large decision into a pleasurable experience. She was attentive to detail in every aspect. She picked out parts of my wheelchair that I didnt even know were options much less available. If anyone needs a new wheelchair, Rachael is the person you call.

DO NOT DEAL WITH THIS SHADY COMPANY. We called in October for prices for CPAP replacement parts, we gave them our insurance info, asked for them to call us with pricing and then they sent all these random parts in, which my husband only needed 2 of them. Then 1 month later we got a bill.... 1 MONTH LATER a bill for $417. Ummmm... What happened to the part calling us before sending us the parts??? Didnt happen. Now they wont let us return the unopened, unused items. Something stinks... Its NORCO.

My boyfriend has a CPAP, he needed parts for it & repeatedly tried to call the office for weeks & never could get through!! When he finally went into the office they didn’t have all his parts on file. The young girl was very nice but not aware of what exactly was in the package. He is most upset about not able to get through on the phone.

I would like to say most of my experience with the team has been great. I kept getting phone calls repeatedly to order new products so I gave in and went through norco. My original plan was to go through amazon. One day a lady calls and I ask her to verify and double check my insurance and see what I would be billed. She stated I wouldn’t be charged a thing. Well two weeks later I get a bill for more than what I could of bought these parts for from amazon. Digging deeper norco charged my insurance 3-4xs the amount of what amazon has these parts listed for... when I called to negotiate or see if they would be flexible I got no where and was forced to pay the amount owed which was double the amount I could of got the parts online for. My last convo with them was to take me off mailing and phone call list which they did. It takes me a lot to write a survey but this really made me mad and hopefully someone will learn something from this.

Poor customer service and poor customer experience. I dropped off a prescription for an infant pulse ox that was needed as soon as possible. I asked the assistant behind the counter When it would be ready, she told me it could be a couple hours or it could be tomorrow (meaning Saturday), but never said that they were closed on Saturday. So now have to go the whole weekend without the much needed equipment to monitor my infants oxygen levels. The lady also was rude and appeared irritated when I asked for a timeframe of when it would be ready. Will do my best to never go back to this place again.

Really nice gal that helped me.. just felt that I was asking for more than she knew..🙃☺️

Nathan was great to work with. He explained the cpap equipment very thoroughly and in terms that were easy to understand. He took his time and answered any questions i had and gave me several options based on what i felt comfortable with. I left feeling confident that I could successfully start my therapy on my own. Norco is the place to go if you want great service and helpful staff!

From the start of getting my appointment with Nathan at Norco this location has been very helpful and accommodating. They worked with my work schedule to get me in and taken care of. The staff at Norco is polite, friendly and knowledgeable. Nathan is the specialist who fit you to your cpap and explains everything to you. One of the nice things was being encouraged to call if I had any question or concerns. Thank you Nathan & Norco staff for all of your help!

Very helpful and friendly staff. Had a great and informative meeting, guided by Nathan Hale, regarding the use of CPAP machines. He was incredibly patient and helpful and I left feeling that I understood perfectly how to use my little Darth Vader machine. 🌜🛌💤😴

Nathan was very helpful and thorough in getting me set up for the proper mask and sleep machine today. He was friendly and professional! I would recommend Norco and Nathan your medical equipment needs. Don Miller

Theyve got some new people there now. They totally honored their Norco warrantee my my ResMed CPAP. They were polite and friendly and took care of everything fast. I now take back everything I said before. Good job guys!

I needed a new cpap & they were on my preferred providers list, so I called them. I sent over all the information they requested immediately. Two weeks later I hadnt heard anything, so I called. My rep wasnt available so I left a message. Three days & two messages later, and not even an attempt on their part to contact me, I decided to go elsewhere. Save yourself some time and use another company.

Enjoyed the CPAP class I attended today. Nathan did an amazing job on explaining how the machine worked, and what all the numbers meant. Very informative!

**Edit: Owner called and apologized which I appreciate. Maybe this was just someone having a bad day. Ill change my review once I have worked with them a bit more.Holy cow the person I spoke to on the phone today was so incredibly rude. I feel like just the mere act of calling her really offended her and she was so annoyed to have to do something for me. She really seemed angry at me for just using their service. The person I spoke to on the phone last week was totally the opposite and super friendly, but this interaction has left me feeling anxious about what my service will be like in the coming months.

My husband got a CPAP machine through them and everything worked out well, they order parts automatically for him and take care of everything so when I got pregnant and found out my insurance covered breast pumps, I did not hesitate to call them. The entire process was super easy, they told me what they needed for the insurance company and I got it to them and I was able to get my pump the next day. When I went to pick it up, the employee helping me was understanding enough to stop the paperwork so I could take my 3 year old to the bathroom (when they have to go, they cant wait!). Everyone was super nice there, he even helped me take the pump to my car afterward. Great experience.

I was a little nervous coming into Norco Medical to recieve my new equipment because it was all new to me. But Nathan took the time to go over every detail and make sure it was completely setup ready to go before I left. Plus they handled all the insurance side of things. A big thanks to Nathan and his team at Norco.

I had a cpap machine though them. Had to return the machine due to insurance issues and was told they would hold the machine until I got the issues taken care of. I got the issues taken care of the following day and was told today that my machine was ready. I was told I would need to buy new supplies for the machine. I told them that I was not going to buy new supplies due to the machine I dropped off was to be held and that machine had my supplies. The rep argued with me about the replacement parts until they went to speak to their manger who approved the replacement of the supplies. When I go to pick the machine up i was being charged for some of the supplies. I informed them I was not to be charged and to talk to the manager as well. At that time was told i was going to be charged again. I said they could keep the machine. Be wary of doing business with norco. They say one thing and then will charge you and say they never take about it or were told.

I cant even to say how grateful I was for wonderful people there. They all went way beyond and above all expectations of professionalism and compassion in assisting with an emergency. THANK YOU so very much. I also work in health care and will not hesitate to send people there way.

The Norco staff are great they go out of their way to help you they are always friendly Norco will except Medicare next time you need medical supplies try Norco you will be pleased

Nathan was very professional and very informative. Answered all my questions. He very helpful and supportive in helping me decide on the mask to use.

Norco Medical Supply is the best, if I could leave more stars I would! Nathan is very knowledgeable, always available, always ready to help. Thank you Nathan of Norco!

Great shopping experience with a super helpful staff. Delivery service was the same. We were so pleased!

Excellent service, with incredible communication. Every step of the process was clearly spelled out before I needed to make any financial decisions. Plus the group learning class for CPAP was instructive and concise. Highly recommend Norco in Vancouver!

Initially the contact with Norco Medical was very poor. To the point of wanting to change vendors. The second variable to that scenario is who you get on the phone. There is one individual that is less than helpful in any capacity. All of the Drivers have been awesome, actually bend over backwards to help. The only reason I will be changing vendors is the inability to provide a Portable Oxygen Consentrator (POC) with the appropriate delivery volume and not with a daily charge basis...

I met with Nathan today to learn about and pickup my c pap. He made everything very easy to understand and answered all of my questions. It was a very good experience. Thank you Nathan.

We have a prescription for wheelchair that had been going on for a month before we finally received it. The employees does not follow up on the order and made promises to call you back but did not. I have to make follow up on doctors office to get order straight and call them again to submit to insurance. I feel like they are not eager to do business, the order will be sitting on someones desk unless you keep calling them. Very frustrating and when we got the order, they deliver on the old address after I gave them the correct address on the beginning. The only good thing happened is that they answer the phones promptly with a kind voice but dont expect any good service on the product ordered.

Josh was very knowledgeable and thorough with his demonstration. We felt comfortable with him in the house, and confident with his training.

Im so disappointed with Norco. I have a 9 month old son who was born with medical issues and needs to be on a monitor at night. Ive gotten orders from Norco since weve been home from the NICU. But they stopped sending what I needed. (My other supply company just has me set up on auto ship. Which is super helpful when you are busy taking care of a baby with medical needs. Or any baby for that matter.) I called and asked and they said I had to call every month and make an order.. So I put it on my calendar... And I called on the 1st of the month. They said it would be shipped.. A week later I had not received it and I called again. They said they dont see anything order for it, but they would ship it. One of my main things I need is the monitor sensor. (They wear out pretty fast, but if I tape it I can make it last a little longer.) So it takes a couple days and I get my order just through the mail. I open my box and there are no sensors in there! Ah!! So I call Norco and they tell me that they have it in there system that those sensors were shipped. I tell them I didnt receive them. So after all this they say that if I buy 2 they will give me 2 for free... But 4 have already been paid for that I never received. So now Im stuck with no sensors for the next month. And hoping I can make the one I have now last. They did say that next time I could have the box couriered to my house so I can make sure that actually sent what the said they did. Im very frustrated with this company. Having a baby who has special needs is not easy. And it just makes it harder to have a medical supply company that is not helpful.

He was very helpful, he showed me again how to fill my tanks and told me why it freezes up. He went out to his truck to get the spacers for my hose. He is always very friendly and helpful.

I really appreciated the information given during the class you go through to get your CPAP device. Also, they are there to help you with any problems or questions you may have after you take your CPAP home. Nathan does a great job.

If I can give ZERO, I would. Please, be careful, the life of your loved one can be in jeopardy.We are new customer just started 2 weeks ago . Initially, Norco did take my credit card number for payment and in a week they got approve from Medicare and manager Liz called me Monday and said that on Wednesday ( the Oxygen tank delivery day ) they will bring me some paper to sign - which was fine.On Wednesday we had URGENT appointment for a procedure for the patient and I called at 8 am and asked to leave a paper under one of tank, so I could sign and bring or next day .At 11 am Jaimy ( or Jainy ?) called me and said All your tanks ( 12 tanks !!!) with oxygen will NOT be delivered and off the truck, because our driver does not want to change his way and de,iver it to you by noon- while you are still at home, and our manager Liz said that because you did not sign that paper today - it will be NO tanks to you>So, they left the patient in critical condition, without ANY oxygen tanks supply - nothing for appoitments to drive with, nothing if electricity will go off, nothing to get to the bathroom - NOTHING .One would said that you still have an oxygen mashine - yes - but nothing for emergency and for moving around.Who has oxygen will understand meI asked, and prayed for Liz - there was NO flexibilityI want to emphasize - they even have my credit card and I did ask to charge it - but no - Liz said NO, despite it was a life threatening situation for the patient.So, now we are with Norco, because I am not familier who else could provide oxygen and more - but REALLY they have NO medical ethics value and futhermore, I simply do NOT understand - why it could NOT be done just next day or if this was so important why Liz did not ask me to come and sign it on Monday when she called me?!I just want to alert every one - be carefull, there will be NO help to you, NO flexibility, NO sympathy to you from this company with a leadership of Manager Liz.I saw the owner responded to all reviews - will see if it will be any response to this ALERT.I would like to add - on the day they did it, I personally caried, I appealed, i asked, I payed - BUT NO, there was no sympathy, NO flexibility, NO sorry, NO any heart from the manager. and I still did not understand why this peice of paper could not be signed next morning, why such a cold treatment shall be for a NEW, very sick patient!Furthermore, I called a head office - and the secretary, so far, NO way connected me to CEO of one of leaders. I think they need to know what kind of practice is here locally.UPDATE: I do not understand the owner comment - NO owner talk to me today and comment regarding prescription is not relevant.So, such a safety issue I mentioned were not taken seriously yet. For myself - we DO UNDERSTAND that we must be very careful and always have some backup and relay only on our-self - though it should not be like this in medical related business.

Helpful staff ready to answer questions. I really appreciate that their CPAP specialists are users of the equipment themselves.

Complete and utter idiots. Sent them the info for a wheelchair...no one got back to me. It got done the day of surgery. They could not even bring the correct chair. Have to tell two different people the same thing. The delivery driver kept calling me at the hospital the day of my surgery because he did not know my apt number! Still in limbo about getting the correct wheelchair.

Was very nice and very helpful. I felt valued and understood...I would recommend them %100😊

The staff and Nathan Hail were very friendly and competent. They are very knowledgeable about their products.

Showed up in the timeline given that morning, he was courteous, careful with setting up the bed and did a good job with the instructions on how to operate the bed.

Nathan was great. Personal hands on training, knowledgeable, gave helpful hints and answered all questions.

Recently I purchased a tri-fold walker for my husband for $119.00 from Norco Medical. Just this last week, it was suggested to him that a walker with a seat might be more beneficial. As the walker was new and unused, I went in to Norco to select a walker with a seat and have the price of the initial purchase applied to the new walker. The clerk was very rude and said that they would not take it back as it was over 30 days. (It has been 36 days) I explained that I didnt want my money back, I just wanted it to apply to the purchase of the upgraded walker. She pointed to the sign and said It says 30 days. Do not waste your time with Norco Medical. They are rude and their customer service is next to nothing. There are other medical supply businesses in Vancouver that would love to have your business.

No transparency in insurance, poor customer service, 40 minute wait times when calling.

He did a great job telling us about the sleep maching and helping me personally to make a choice on the mask for me.

My CPAP machine started acting up, I was told by two different reps that as long as I dropped it off by noon it would be available by the end of the day. I took time off work so I could have it there well before noon because I can’t sleep with out it, I have severe apnea. I dropped it off just after 1030. I called to check the status of my machine, the CSR was extremely rude and told me that because I didn’t drop it off until after noon it’s not going to be done. I was back at my work desk well before noon and i told her she is wrong, she told me “well we didn’t get the email until 1245”. So now I’m without a machine because someone dropped the ball somewhere.

Very pleasant experience a Norco today well getting my mask well informed and detailed instructions

Very helpful they a explain how to use the oxygen tanks in the concert Raiders no ways on time I can say they will be the very helpful friendly

They were awesome at getting my equipment fast for me once my prescription was in I had it the same day!

Today the remote for my husbands bed decided not to work. His bed is stuck up at about a 45° angle. He called Norco to request someone come out to fix. They tell him Thursday (10/12) . When I get home from work I call him Norco to tell them that Thursday is unacceptable. Of course by them it is after hours and the on call woman was very rude, no help, laughed at the situation and than hung-up. My husband is bed ridden and not a laughing matter. Her attitude and yours for not seeing that this is an emergency is ridiculous. I hope that Norco doesnt treat all of there clients like this.

My support from Norco is timely and professional. I contacted Norco with an non emergent problem and within 24 hours Norco was onsite. They resolved my problem .

Try calling in just to ask a question...... seriously.

Great service. Nathan was very helpful and knowledgeable.

Great service. Am very satisfied with Norco.

The Norco representative is a very courteous and helpful person . A real plus to your company . Look forward in seeing Josh each week at our home .Thank you for such great service. Mr . Burgess

Norco staff is always helpful and willing to accommodate our needs.

I called ahead to make sure they had knee scooters and was assured they did. After over an hour wait, the guy brought out a knee scooter in bad shape; the handle grips were cracked, the tires were badly worn and the body was scratched and scuffed. I asked for a different one and he said he had to dig this one out of the basement storage. Needless to say, I declined to accept the equipment. I then went to Mill Plain Medical & Pharmacy. Someone started helping me within 10 minutes of my arrival and provided a knee scooter in excellent condition. I will never do business with Norco again Ill warn all my friends to stay away.No-go to Norco

I kept my son in the hospital (inpatient) almost an extra week so that he care managers could try to find a different company to distribute his respiratory supplies through. He has a tracheostomy, gtube and global developmental delay. We get all of his enteral and incontinence items through epic who have 120% customer service. Unfortunately, the care managers were unsuccessful because all of the other companies who distributed pediatric supplies didn’t have staff to take on another high needs respiratory patient or they didn’t take his insurance. After a week of trying we got the horrible news that we had to remain with Norco. I was devistated. Their customer service is horrible, they have staff who have outside priorities. My son is 9 yrs old, in 5T clothes, yet they insist on sending him all adult sized equipment. If I email Justin about his supplies and what we need he still doesn’t listen. He says he’s going to do one thing, but does a complete opposite. I can’t wait u til the day we can get rid of Norco!

I’ve been a CPAP use her for 20 years and I’ve never had such a good experience getting oriented with a new machine. These folks are above and beyond what you can expect for other providers

We had a Oxygen tank delivered by mistake and they picked it up a few days later. The owner charged us for $52, when we explained she sent us to collections. Beware of this business, they are questionable.

Service has always been excellent.

We receive ongoing services from Norco and we are extremely pleased with their service and attention! We cannot express how grateful we are for their assistance!!!

Very nice people to work with, my new machine is working great.

If I could give more than 5 starts I would. Thank you Norco for taking care of my family.

Nice and informative. Thanks.

AWFUL! Staff is completely incompetent, constantly having issues and running out of supplies. Have had to call the corporate office more than once.

Fast delivery.

I agree with some people here customer service is very bad employee was very rude as if I were interrupting her day to help me no business from me don’t bother even walking in there