Timberlake Respiratory Care & Home Medical Equipment

ABSOLUTELY THE WORST CUSTOMER SERVICE OF ANY COMPANY! They can’t seem to process supply orders correctly or timely. If you DARE TO QUESTION THEM, THEY GREATLY SLOW THE PROCESS DOWN OR JUST DON’T SEND THE ORDER! They’ve sent defective equipment and took weeks and my insurance co had to get involved to get a working part. Don’t believe anything they tell you. Take heed at their VERY LOW RATING!

Random box was delivered. No communication no notices. Their fulfillment & communication is less than desirable unfortunately.

Please do not even bother doing business with this company if at all possible. This is the saddest excuse of a medical supply or respiratory care facility I have ever encountered. If I could give zero stars I would. It took over a month and calling literally everyday on hold for hours to schedule an appointment to pick up equipment, and they still have not scheduled the appointment. Their representatives talked OVER me, interrupted me, and were extremely unprofessional. They gave me incorrect information and each representative told me contradicting info. When I asked why I was told different things, I was told ,”I don’t know why she told you something different maybe since she is in a different department and does not have the same access as me.” Please get it together, seriously. You are a factor in people’s health and wellness and doing a pathetic job at it. Lazy and terrible work ethic. Just speaking to your representatives feels like they could seriously care less. People and their family members are already dealing with stressful health conditions on top of your horribly ran facility. Got off the phone feeling mentally and emotionally exhausted after dealing with these people. I had to get crazy to be taken seriously and finally they made an in person appointment. I have no more words. Should be ashamed of how their facility is ran and how they interact with patients.

Timberlake is a company/facility that is a private entity apparently contracting to Sutter Health the major medical services provider. They refer to themselves as Timberlake-SCH "Sutter Care at Home". Important distinction, I think because, legally, they are not Sutter Care, which means they technically don't have I assume the resources of Sutter Care. On the other hand, they presumably do have to be responsive to Sutter Care, so there is some oversight. And if your respiratory care services are prescribed under Sutter Care, you use the leverage of Sutter Care to address deficiencies. All that said, my one and only visit so far to this facility was very good. I gave them 4-stars for now because when I called to setup an appointment, I initially got a frustratingly vague set of responses. But after the branch manager got involved, things moved along very quickly and efficiently. And my direct interaction at the facility was very much positive. Will have to consider re-reviewing later as I get more experience with Timberlake.

Wonderful experience today 2/7/2023 at office and with customer service. Picked up new CPAP at office great service. Called customer service to cancel supply for old machine - they identified and cancelled order.