New England Home Therapies

Pros

• The machine was replaced and things have worked fine since.

Cons

• The company provides horrible customer service and fails to deliver crucial supplies.
• The home vent provided at discharge was faulty and the assigned therapist stopped responding.
• Monthly orders are not processed, requiring repeated calls.
• They frequently receive boxes of unusable or mismatched supplies, including adult-sized masks and tiny cannulas.
• Customers pay over $900 a month yet receive incorrect products.
• Hold times are unbelievably long and callbacks are rarely returned.
• It is questioned why a hospital would refer them to such a company.
• Insurance billing issues persist, with outdated information and incorrect past-due charges after updated info.
• There are reports of no one answering calls or responding to messages, with emails going unanswered for months.
• The service is described as the worst customer service on the planet.

Review

From the moment they brought their six-week-old son home from the NICU, the family has been fighting an ongoing battle to get the essential supplies and service they depend on. What began as a routine discharge turned into a nightmare tied to one vendor: a home medical equipment provider. The first night at home revealed a faulty vent, and the assigned therapist stopped responding shortly after. The issue was resolved only when the machine was replaced the next day, but that fragile alignment never truly held. Since then, the monthly routine of ordering supplies has devolved into a frustrating cycle of unprocessed requests, repeated phone calls, and a mounting sense of risk for their vulnerable baby who relies on the equipment to breathe and stay stable.

The day-to-day experience with ordering supplies has deteriorated into a pattern of error and mismanagement. Every month the family makes a phone call to place an order, only to discover the order hasn't been processed when they try to follow up. In the latest months, they received boxes containing items that are completely unusable for their son's needs. The mismatch between what is delivered and what is required is stark: an adult-sized mask is included in shipments meant for a six-month-old, cannulas with prongs barely the width of a toothpick, and tubing that doesn't integrate with the system. All of this totals more than a thousand dollars a month, and yet the boxes arriving at their doorstep feel like random, ill-suited substitutions rather than the precise devices their child requires to stay healthy and comfortable.

There is a deeply personal cost to this ongoing confusion. One reviewer recalled a pointed, almost caustic sentiment from the supplier: "Welcome to Rotech - that's for being a valued customer - here is a box of random supplies." That line captures the sense that their family is being met with a cavalier approach, rather than the careful, patient-focused service a vulnerable infant should receive. The concern isn't just about wasted money or wasted supplies; it's about viable, life-sustaining equipment arriving wrong and the stress that roads to resolution invariably traverse when every error compounds the other.

Another thread running through the accounts is the problem with customer service itself. The contact experience is described as nearly impossible - long hold times, repeated transfers to the wrong departments or wrong state offices, and, crucially, no reliable callbacks or responses to messages. The frustration isn't limited to a single incident but feels systemic, contributing to a growing sentiment that the vendor is unable to provide basic, reliable support when families need it most. The caregiver perspective is loud and clear: getting through and getting help is consistently the hard part.

The complaints extend beyond poor service to the practical reality of billing and insurance. In several accounts, the same family endured months of trying to update insurance information only to be told later that the system still reflected the old plan, resulting in bills that did not align with statements they had been receiving. They spent hours on the phone, navigating misdirected calls to the wrong departments and, at times, the wrong state. The confusion, the duplicated effort, and the fear of being charged incorrectly or left with unresolved balances created an atmosphere of exhaustion and distrust toward a provider they depend on for essential care.

There are even more stark warnings from multiple reviews. One account describes a three-month stretch without the father's CPAP machine, a failure to answer calls or respond to messages, and emails that went unanswered. The tone ranges from astonishment and disappointment to outright denunciation: if it were possible to assign a negative score, many reviewers felt it would still not accurately reflect how poorly they were treated. One reviewer summed it up with a blunt, recurring sentiment: this is the most frustrating experience they've ever had with customer service, characterized by neglect and an ongoing disruption of critical care.

Taken together, these experiences form a troubling picture: a pattern of incorrect shipments, ill-fitting and unusable equipment, and an ongoing refusal or inability to provide timely, effective support. The complaints touch on the core responsibilities of a medical supply provider, especially one connected with a hospital referral, to deliver not just products but reliable, coordinated care. The repeated failures - whether in device quality, compatibility, or accessibility of help - appear to erode trust and create real distress for families who rely on these services to keep their vulnerable loved ones safe and healthy. The overall message from these accounts is clear: the level of service and responsiveness necessary to support families dealing with critical pediatric needs is severely lacking, leaving patients and their caregivers to navigate a costly, confusing, and often unproductive burden.

This part of Southborough, Massachusetts offers a convenient location with easy access to various amenities and services. The Whittier Rehabilitation Hospital is nearby for any medical needs, along with several physicians' offices and pharmacies within a few miles. There are also plenty of dining options ranging from fast food chains like McDonald's and Wendy's to sit-down restaurants such as Chipotle Mexican Grill and The Oregon Club. For recreation, residents can enjoy the nearby parks like Hopkinton State Park and Whitehall State Park. Additionally, there are cafes like Panera Bread and Starbucks for socializing or relaxing with a cup of coffee. Places of worship such as St Rose of Lima Parish and St Bridget's Church offer spiritual support within the community. Overall, this area provides a well-rounded environment for senior living with easy access to essential services and entertainment options.

Hospitals

• Whittier Rehabilitation Hospital (1.2 miles)

Restaurants

• Uhlman's Ice Cream (1.6 miles)
• McDonald's (2.3 miles)
• Chipotle Mexican Grill (2.8 miles)
• The Oregon Club (3.2 miles)
• McDonald's (3.4 miles)
• Wendy's (3.6 miles)
• 110 Grill (3.6 miles)

Physicians

• Umass Medical Group Westboro (2.4 miles)
• Quality Medical Evaluations (2.6 miles)
• Muppidi, Daniel Dr - Metrowest Allergy Associates, PC (2.7 miles)
• Keamy Cosmetic Centre (2.8 miles)
• Vein Clinic Of New England (2.8 miles)
• Westborough Family Medicine (2.8 miles)
• Charles River Medical Associates Radiology (3.4 miles)

Pharmacies

• Walgreens (2.4 miles)
• RXI Pharmaceuticals C (2.7 miles)
• Pharma Models (2.7 miles)
• Active Rx Westborough Active (2.8 miles)
• Walgreens (3.7 miles)
• CVS Pharmacy (4.3 miles)
• Walgreens (4.5 miles)

Parks

• Hopkinton State Park (2.8 miles)
• Whitehall State Park (3.5 miles)
• Minuteman Park (4.2 miles)
• Cushing Memorial Park (6 miles)

Cafes

• Panera Bread (3.2 miles)
• Starbucks (3.8 miles)
• Starbucks (4.7 miles)
• The Bagel Table (4.8 miles)
• Starbucks (5.9 miles)
• New City Microcre (7 miles)
• Panera Bread (7.5 miles)

Places of Worship

• St Rose of Lima Parish (5.4 miles)
• St Bridget's Church & School (6.3 miles)

Theaters

• Regal Solomon Pond (5.5 miles)
• AMC Framingham 16 (8.4 miles)

Transportation

• Framingham Logan Express (8.2 miles)