Grand View Medical Company - Hatfield, Pennsylvania

J R.

My fiance found out from his cardiologist that he had severe- 66 episodes- apnea. We suspected as he was unable to function on his days off, sleeping into the afternoon and evening and waking up with awful headaches. The cardiologist sent him to grandview. He has ind bc/bs ppo, who should have paid for at least half of the $1000+ device that he ended up receiving. On the phone, Grandview told him that he would not owe anything at his appointment to get his cpap/be fitted because ins would pay half and he could pay the other half through a Care Credit-type program. He was also informed that the insurance required him to wear the CPAP a certain amount of time for the first couple months to approve it. As he was leaving his appointment he was stopped and told he owed over $500. Right then. No amount of words could get him to be able to leave with the CPAP and an installment plan (they denied they did allowed installments. And within a week he had a payment due for $90+ from Grandview. He paid the money somehow and came home with a full mask and a guarantee from the technician that she could see how he was doing and would make sure he was comfortable and call back in a few days. That night, no matter what, his full face mask was blowing air forcefully down his nose and mouth and not letting him exhale when he had not even laid down yet. We spent every waking hour on YouTube, on the phone with the lovely Australian company that makes the device, trying to override the settings that we were assured no doctor would have allowed and he would never have been ok with while trying it at Grandview. We called them from the moment they opened until the moment they closed, several times a day. I can remember crying on their answering machine because I was so worried about his health and he was unable to use the CPAP. I begged them to call, to look at the numbers, etc. we also did not have the money Grandview was pretty much forcing us to pay out of pocket at this point (i think the amount of time he needed to use it was something like 60 or 80% of the time over the first 6 weeks). After 2 weeks of silence, he finally got permission to drive the 45 min to them on his lunch break to demand answers. Of course, no one would see him, the next appt wasn’t for several months, and, oh, he has an outstanding bill.

He finally got in touch with the cardiologist who was horrified and what do you know, his levels were off the charts compared to what she wrote (when you can’t breathe out I would think that is the case) and so she called Grandview who suddenly had an opening the next week.

He got his machine fixed and got a different mask that actually fit him (even attempting to wear the other choked him when it was off but it was the most expensive so ya know…. Grandview said to him there was no way insurance would pay for his bill now and that they had been short staffed.

He is not good in situations like this and had been working as a chef 70 hours a week on no real sleep for a long time so it never occurred to him to say “you just admitted it was your fault and I have phone records besides. You need to make this right and get the ins to pay you or ….” Ive been trying to get him to call claims or the cardiologist but he has never had to deal with healthcare stuff before except breaking body parts, having no insurance, and incurring debt. I think that people’s ignorance of how their health insurance works - especially when it comes to medical devices - is this company’s bread and butter. They are disgusting, taking money from hard working people. He was so embarrassed when he had his hearing with New Jersey to get Mass to reinstate his license after 5 months of trying to do the right thing there (get his license which just don’t ever get the Mass DMV mad at you - they use a different database than 48 other states) and had to tell the judge he could no longer afford the fine, finding him in contempt, and on the same day a mysterious new call came that we were some how behind on our payments to grandview.
Don’t give your money to them.

Linda S.

For several years I have ordered my CPAP supplies from this company, and I find them to be polite and helpful. It has been easier to deal with them compared to other companies I have dealt with. They answer my billing questions as well as well as any equipment questions I have. Only once they sent the wrong item, and it was corrected promptly and cheerfully. I recommend Grand View Medical.

Stephen S.

It should not be this hard to re-order CPAP supplies. They have a phone call that takes like 10 plus minutes to reorder and is a pain, but if somehow there is a problem with their order, they never tell you. Then when you try to get a hold of them you are put on hold forever and cannot get in touch with anyone. They need a way better system for reordering CPAP supplies - it is a complete mess.

Nicholas H.

The people who maintain and handle the client-facing, brick-and-mortar store are great! Very friendly, very helpful, and able to respond quickly to weird equipment flukes. My BiPAP stopped registering the hose plugged into the back, and they were able to schedule an appointment within the week, and fix it at that appointment.

However, hope that there are no issues with your billing, as the billing office is nearly impossible to get in touch with, whether or not you are a client or an insurance company. I have only once been able to get in touch with the billing department via phone in the last 3 months.

Lynn K.

Extremely pleasant and welcoming office staff! Respiratory Therapist was very knowledgeable and made me comfortable during my appointment. MUCH appreciated. Thank you!

Jean K.

I have a POC (portable oxygen concentrator). It malfunction and needed to be repaired. Cynthia at the front desk and Dave in the maintenance department were extremely helpful. Cynthia with the paper work for the POC loaner. Dave with the warranty and repairs. Thank you for all your help.

Sheryl B.

Unbelievably bad service. They told my pulmonologist that MC wouldn’t pay for my CPAP a, I would have to pay out of pocket. I called MC and went through until I got someone who could approve it. She said they had not denied it, that no request had been submitted. She agreed right then to call GVM. Someone answered and immediately put us on hold, then NEVER came back! I called GVM to sort it out and was treated rudely. Michelle said Lisa had gone to a seminar and asked them about me there. This made no sense, so I asked to speak to Lisa. She said that she had gone to a MC seminar and was told I would not be covered because I had previously had an oral appliance. She refused to submit the request to MC even though I told her a MC provider had tried to give approval over the phone. Unbelievable rudeness and incompetence.

Richard K.

I had an excellent experience getting my CPAP set up this morning with Donna Lynn. She covered everything I needed to know, and offered to follow up with a call next week to check on my progress. Their facilities are nice and new located in the quiet side of the shopping center.