Michael
Not the professional experience you may be expecting
The location in Springfield exhibits poor customer service. They require appointments to receive help. I came from my medical doctor to look at a different kind of mask for my cpap. They told me I would have to make an appointment. It would have taken them less than a minute to just show it to me. I googled it when I got home. Then when I needed to order supplies, the receptionist told me that I could not buy the head gear separately. I would need to order a starter pack. The starter pack comes with small, medium and large nose cushions. I need only the Medium. I asked her what was I supposed to do with the other two and that I had had from previous orders. She said I could bring them with me and trade them out. When I arrived I waited till someone asked my name. He said he would print my paperwork and get back to me. When he came and got me, he treated me like a new patient. He said he could not find that I had ever purchased anything from them. It took several minutes for him to understand his mistake. When he finally found my records, I explained the situation to him. He said he could not swap out the other nose cushions. He was not helpful. He did not say they were sorry for the misunderstanding or for the inconvenience. His only comment was that he would talk to "her" tomorrow. When I showed him the paperwork that I had also been charged and paid more than $40.00 over the cost that Anthem said I should pay, he and another man told me that I would probably be receiving a refund after corporate evaluated the billing. Such a bad experience here! They exchanged the head gear I received and said that I would receive the correct order in about 2 weeks!