Help at Home

Pros

• Jaclyn listens and is very helpful.
• Zack and Carol have been very helpful in meeting oxygen needs.
• Zack promptly responded to remedy an after-hours issue.
• Brian was courteous, quick, and efficient.
• The order was completed in a timely fashion.
• Jaclyn provides amazing customer service.
• Jaclyn was exceptionally helpful on the first visit.
• The company is excellent and has very helpful people.
• The staff are friendly, knowledgeable, and understanding.
• At-home delivery, installation, and training were outstanding.
• The technicians were professional and courteous.
• I highly recommend this company.

Cons

• They claim the company charged them falsely for a CPAP return and lied about it.
• They allege the billing department lied about charges and claimed there would not be another bill.
• They say the bills did not match their insurance records and included about $70 in hidden charges that couldn't be explained.
• They describe the company as the rudest ever, including a representative hanging up on their dad.
• They assert they were told their medical condition was severe to intimidate them, even though records showed it was mild.
• They claim they never returned the CPAP, despite having receipts, and are still waiting for a refund.
• They mention a rude interaction about a bed, where the staffer told them to call the doctor.
• They call the company horrible and unacceptable.

Review

Across a wide range of experiences, the company emerges as a steadfast partner for families navigating home healthcare needs. Several reviewers emphasize the breadth of services - from oxygen equipment and CPAP supplies to bedside lifts and ventilators - and the sense that the company is reliable, responsive, and focused on comfort and safety. Many accounts highlight quick turnarounds, timely deliveries, and in-home assistance that smooths difficult transitions, especially when a loved one depends on critical equipment.

A recurring thread centers on Jaclyn, who appears as a consistently positive and reassuring face for customers. Multiple reviews call her "amazing," "exceptional," and "very knowledgeable." One reviewer noted that Jaclyn explained every intricate detail during a visit and made them feel important, while another praised her for taking time to help a CPAP user become more comfortable. The praise isn't limited to a single encounter; several customers mention Jaclyn's presence on the first visit, her patient explanations, and her willingness to stay with a problem until it's resolved. In a field where equipment and settings can feel overwhelming, Jaclyn's approachable and thorough manner stands out as a defining feature of the company's service quality.

Beyond Jaclyn, the staff earn admiration for their readiness to help at moments that matter most. Zack and Carol are singled out for their dependable, attentive care in meeting oxygen needs, with one reviewer recounting an after-hours visit that remediated an urgent situation immediately. Zack is described as on-time, quick, efficient, and exceptionally customer-friendly, while Carol's courteous demeanor repeatedly appears in reviews that emphasize smooth, respectful interactions. Other team members also receive consistent praise: Brian's courteous and efficient on-site work, a calm professionalism during deliveries, and Jarrod's punctuality and reliable delivery service. There are mentions of staff going above and beyond - putting items into a car after a procedure, patiently answering questions, and taking time to ensure customers feel supported.

The positive impressions extend to the broader product and service experience. Reviewers celebrate not only the speed of service and the friendliness of the team but also the educational aspects of the interactions - training on how to use equipment properly, guidance on selecting the right gear, and clear explanations that empower customers and their families. One account, praising the team's performance in a hospital setting, describes how a ventilator was delivered for use at home and later transported to a hospital when needed, underscoring the company's capacity to coordinate care across care environments. Others recount timely deliveries, professional setup, and the reassurance that comes with knowing professionals are handling essential life-support equipment with care.

There are, however, contrasting experiences that temper the overall tone. A review details a prolonged period - six weeks - in which the reviewer felt false charges were being assessed, with a CPAP return allegedly mishandled and charges attributed to visits rather than the return. The reviewer describes conflicting billing stories and claims of misrepresentation about the medical condition, along with insurance discrepancies and "hidden charges" that were not explained to the insurer. The experience culminates in a canceled bill and an unresolved refund for the initial month, leaving the customer with ongoing frustration over what they saw as miscommunication and billing mistakes. This account highlights the critical need for transparent billing practices and consistent cross-department communication, especially when insurance and medical documentation are involved.

Another negative note comes from a customer at a New Bern location who encountered rude customer service - specifically, a representative's dismissive response when questions arose about a bed delivery. The reviewer describes a phone encounter where the staff member suggested contacting a doctor and seemed to lack the empathy expected when a family is navigating a hospital-admission situation for a child with brain cancer. The same reviewer reports difficulties reaching anyone on the phone, a sense of being placed on hold, and ongoing safety concerns about bed functionality while a loved one needed care. This experience stands in stark contrast to the company's otherwise supportive image and serves as a reminder of the ongoing challenge of delivering consistent, compassionate service across all locations.

Taken together, the collection of reviews presents a nuanced portrait: a company that many customers rely on for rapid response, professional installation, and the kind of hands-on support that can make difficult days easier. Jaclyn and her colleagues - Zack, Carol, Brian, Ben Alford, Tripp, Jarrod, and others mentioned - are repeatedly described as capable, knowledgeable, and compassionate, often turning complex medical equipment needs into manageable, personalized experiences. Yet there are real pain points to address: billing transparency, cross-location consistency, and responsiveness in customer service channels. If the company can continue to foster the strengths demonstrated by its most trusted team members while tightening up communication and billing practices, it has the potential to turn even more experiences into long-standing trust and satisfaction. For many customers, the proactive care, the willingness to go the extra mile, and the sense of being supported by capable professionals make a meaningful difference in daily life and in the management of chronic health needs.