DME store is shuttered now what?

[Hmm888]

Resmed is extremely anal. They won't deal with the patient/customer. They always refer us back to our provider who sold the CPAP. But what happens when the provider shutters (closes down) or they choose to 'fire' the customer (something I'm hearing more and more about).

Has anyone had any experience and in particular within North America?

[SarcasticDave94]

This is typical it seems, in that ResMed makes the machine and you buy through a supplier/DME.

If your DME closes up, you'll need to get a new DME if using insurance. It makes less sense to use a DME if you're buying out of pocket.

[Hmm888]

This is typical it seems, in that ResMed makes the machine and you buy through a supplier/DME.

If your DME closes up, you'll need to get a new DME if using insurance. It makes less sense to use a DME if you're buying out of pocket.

It's not that straightforward. Finding a new DME is nearly impossible if yours closes. Many DMEs outright refuse to accept new patients unless you buy a machine from them; I contacted about a dozen and received the same response each time. Instead, they redirect /deflect customers back to ResMed, which offers no support.

Whether you plan to pay out of pocket or use insurance is irrelevant in this situation. Some DMEs do accept new patients, but only under restrictive conditions:

1) Purchase a new CPAP device from them, regardless of whether your current machine is functional or under warranty.

2) Pay exorbitant fees—examples include a $300 one-time office visit or an $800 "lifetime consultation" fee.

These conditions create an exploitative "all or nothing" scenario, particularly for users who manage their devices independently and don’t require ongoing support from respiratory therapists. For such users, these fees are unjustifiable and appear to exploit and take advantage of individuals already in a difficult situation.

ResMed’s approach reinforces this issue. By insisting that customers return to their original DME, they wash their hands of responsibility for both in-warranty and out-of-warranty devices. This lack of direct support enables DMEs to take advantage of the situation, leaving customers without options.

Additionally, insurance policies make matters worse. Most insurers impose strict limits on CPAP coverage, often capping benefits, typically once every 5 years. 

In these cases, even if the situation demands it—like a DME closure—insurance companies will rarely, if ever, approve an exception for a new CPAP purchase.

This system prioritizes profits over patient care, leaving individuals with limited or no recourse, whether through DMEs, manufacturers, or insurers.

[Sleeprider]

When my DME closed, I transferred my accounts to another one that failed me when I needed a new machine. Some respiratory therapist actually cut off my supplies claiming I needed a new sleep study. I changed to Rotech and got the new Vauto and have had no problems since. Just find the right DME, and you can land on your feet.

[Big Guy]

The local DME supplier that I got my ResMed 10 AutoSet from closed up. Somehow, I ended up using ROTECH and have been very happy with them.

Although we have one in town, I deal with one in Kentucky and have been for several years now. They contact me when I'm due new supplies and all goes well. That occurs a few times a year. They allow me to switch masks when I want. I just call a toll-free # and let them know. 

The local ROTECH DME did allow me to try an AirFit F40 by trading a still new, factory sealed AirFit F30. I called first and asked them if they would do that? They said fine, no problem. I went there with a ROTECH invoice from past orders to prove I was a current customer. 

They had the AirFit F40 set aside waiting for me when I went in. Anyways, I'm happy with them and they work well with me. 

[Deborah K.]

My first DME was local and not very nice to work with, nor were they helpful when I was there in person.  When I wanted a new mask they said they didn't carry it and in a rude tone told me they wouldn't order it so I went online, made a bunch of calls, and found people who were nice to work with and willing to order what I wanted.  That was Aeroflow out of Georgia, and I still use them.  I also like Easybreathe.  I got my husband's and my new machines from them as Aeroflow had them on backorder.  They are even nicer to work with, very cordial and clear, and I got to speak to people quickly without being put on hold over several phone calls.  So far it has worked well to use non-local DMEs, and I get my supplies quickly and easily and delivered to my home.

[Hmm888]

My first DME was local and not very nice to work with, nor were they helpful when I was there in person.  When I wanted a new mask they said they didn't carry it and in a rude tone told me they wouldn't order it so I went online, made a bunch of calls, and found people who were nice to work with and willing to order what I wanted.  That was Aeroflow out of Georgia, and I still use them.  I also like Easybreathe.  I got my husband's and my new machines from them as Aeroflow had them on backorder.  They are even nicer to work with, very cordial and clear, and I got to speak to people quickly without being put on hold over several phone calls.  So far it has worked well to use non-local DMEs, and I get my supplies quickly and easily and delivered to my home.

I've been hearing more about these types of DMEs lately, perhaps because independent ones are being bought by unethical corporations. Most independent DMEs in Canada are refusing to provide assistance unless you buy a machine from them. One would think they would want to help those who need it. Cleary that's not the case.

It boggles my mind. I don't understand why DMEs have become so dismissive and apathetic after the sale, treating patients poorly with no accountability. It feels malicious at times, with some even ending service contracts if a patient speaks up. They’re often rude and put in minimal effort, almost like they’re overwhelmed or simply don’t care, like most people these days especially towards those who sickly or have disabilities. It's a very unhinged time we're living in.

[Hmm888]

"Just find the right DME, and you can land on your feet."

@Sleeprider

In Canada that's like trying finding a very tiny needle in a in a wheat field many hectares wide.

[Sleeprider]

Canada operates under different rules that change depending on what province you live in. Many of our Canadian neighbors give up and import a device or pick one up in the U.S. Unfortunately government health care tends to become "one size fits all" and ends up being no size fits anyone. I hope the U.S. healthcare system can avoid the single payer and loss of what remains of our private healthcare system.

[Hmm888]

Canada operates under different rules that change depending on what province you live in. Many of our Canadian neighbors give up and import a device or pick one up in the U.S. Unfortunately government health care tends to become "one size fits all" and ends up being no size fits anyone.  I hope the U.S. healthcare system can avoid the single payer and loss of what remains of our private healthcare system.

The provincial rules are mostly for reimbursement purposes not for product support— diagnostic services are regulated and may vary regionally. 

What's interesting is the warranty is three years for ResMed and two if you purchase in the USA. Back in the day if you purchased from a US DME a Canadian could save a lot. Now, that's no longer the case especially with the low valued Canadian 'peso'. Insurance providers have caps and one Cpap every 5 years is the norm.

Canada's used to be known for its revered healthcare system. Now, people are waiting (and dying) 6 or more hours in the ER hoping to be seen by a doctor. Most recently a 39 year old man died from an aneurism waiting in the queue. This is why the privileged are seeking medical health care outside Canada or the USA. Others are ending their lives through MAID (medically assisted dying).