I arrived in Maine Apr. 6, 2017. Before I left, I notified my cpap and oxygen concentrator supplier, United Medical of my move and my new home address. In July after not hearing from the company, not their fault really, they did not have my new phone number, I called the old number I had for Mississippi and they said they had my Maine address and they sent fresh supplies to my home in Maine, they even sent a special filter I needed that had not been replaced in over a year, they told me my file would be sent to one of their Maine suppliers who would contact me. I was pleased (good customer service 1).

Come September, I had a change in my cpap prescription. As I had not gotten a call from the Maine office as promised (bad customer service 1), I called the old number to MS, that customer service lady said my order must be handled by the Maine distributor and gave me 4 different numbers in Maine who did not help me because my records had not been sent to any of them (bad customer service 2 & 3). Not wanting to talk to MS again, I mean, why could she not call up the phone number for the exact office I was assigned to?

Anyway, I went online and found the National number for United Medical as well as the email address in Florida. I called that number and only got many transfers (bad customer service 4). Next, I sent a well-written email detailing my needs for a new office to handle my case in Maine and for needed supplies. I waited 2 weeks, no response from the company at all (bad customer service 5).

I again called the number I had for the old address in MS hoping they could send me the new supplies I needed or help me find who could do that for me. They again said I had to call Maine but said my file was not transferred and they would personally call the head office to find out what was happening and get it fixed. They did not call me back in a few days so I called and left a detailed message with the answering service hoping to get a response. Still did not hear from United Medical -Lincare (bad customer service 6).

Giving up, I called back to MS to fire United Medical - Lincare; I asked for a release letter as none of the suppliers near my home wanted to send a bill to Medicare for my supplies if United Medical continued to bill Medicare for services on my behalf. I needed United Medical to give me a letter saying they would no longer be my cpap supplier and I needed get them to come to my home and pick up their oxygen concentrator.

I you guessed that more calls to the MS number 601-848-5920 would be productive. First attempt I reached a lady who said she did not know what I was asking for, repeatedly she said she did not understand; giving up, I hung up (bad customer service 7). The next day I called again and seem to reach a woman who was either stoned or barely able to understood English. She was so frustrating as she could not ever transfer me to a supervisor nor was she able to give me the phone number of United Medical's Corporate office, after sitting for two whole minutes while she just breathed into the phone, yes I did say two ugly things, I hung up (bad customer service 8). Two days later, after cooling down, I finally reached a lady who gave me the phone number for the Bangor, Maine office; 207-848-5920 (good customer service 2).

Now I am on the phone with the receptionist at the Bangor, Maine office; having told her my story and I am asking for a release letter and that they arrange to come get the oxygen concentrator after I get a replacement from a local supplier; this is going well as Kim is pleasant towards me and I get the feeling she comprehends what I am saying. However; she cannot find me in the computer system and I am on hold.

Goodness, Kim is back on the phone and has found me in the system. I hear the same story about my file being transferred. I softly say that I have heard that for the past 2-1/2 months and I just will not accept that. I told her I am firing her company as my cpap supplier. I explained about the local companies wanting a Release Letter. I apologized to her as it was not personal, I even said some of their company had nice people and some places had idiots. I just could not take so much unnecessary stress and please get me that letter. I gave her my phone number and she seemed able to get my letter for me. I am crossing fingers again, she says she will call me back (good customer service 3)

For now, for the semi-final bout is Good Customer Service = 3 and Bad Customer Service = 8