Home Health United in Madison, WI

Pros

• John was excellent at getting customers set up with a CPAP machine, being thorough and professional.
• Katrina Harrison, a mastectomy fitter for SSM Health at Home, delivered exceptional service; she was responsive, put the patient and family at ease, and handled the insurance smoothly.
• Danette was professional, caring, and knowledgeable, making for a very successful visit.
• The staff were friendly, knowledgeable, and efficient during a store visit.
• Jennifer K. provided five-star service as the Respiratory Therapist; she was awesome, professional, and knowledgeable.
• The Madison tech department has been very good and has helped a lot.
• Gary the delivery driver is great.

Cons

• They describe SSM Health at Home as sending the wrong products repeatedly, charging for them, and failing to explain or correct the billing.
• They report order boxes that were mangled, opened, and tampered with, leaving them afraid to use the items.
• They note numerous voicemails left with no return calls, prompting them to switch providers.
• They characterize the customer service as terrible, with long holds, no callbacks, and unhelpful staff.
• They call the billing process a nightmare, with credits missing, payments omitted, and statements that don't match bank records.
• They claim CPAP supply delays of weeks, lack of tracking, and constant transfers to hold music.
• They mention no after-hours support for emergencies (oxygen, power chair), with instructions to contact the fire department.
• They label the company as crooks or idiots, describing zero-star experiences and advising others to avoid.

Review

This Madison community is best suited for seniors who rely on durable medical equipment - especially CPAP and related supplies - and who value hands-on, in-person expertise from respiratory techs and fitters. When the right staff are involved, the experience can feel notably competent: a thorough CPAP setup, responsive guidance on insurance, and timely fittings for devices such as mastectomy forms or compression stockings. In short, it works best for users who want access to professional, knowledgeable help on equipment and a local touch, even if that help is not consistently available across every interaction.

Those who should consider alternatives are families prioritizing predictable administration and rock-solid reliability. The recurring themes here are billing chaos, delayed or missing shipments, and opaque, inconsistent communication. If a plan hinges on timely calls back, accurate bills, and always-on access to a responsive team, this community often falls short. For households navigating Medicare changes, complex insurance rules, or urgent equipment needs, the uneven service levels and persistent voicemail bottlenecks can create real risk and frustration.

On the plus side, when competent individuals are involved, the pros shine through. Instances where a CPAP setup or a breast-form fitting is handled by a capable staffer yield smooth, informative experiences. The Madison-based team has been praised for practical, proactive assistance by certain technicians who remember patient history, explain options clearly, and manage insurance details competently. Wheelchair rentals and in-store equipment exchanges have also shown moments of efficiency, suggesting a base capability that, if consistently deployed, can meet daily needs without constant drama.

Yet the cons dominate the overall impression. Systemic billing and administrative failures recur - wrong orders, charges that don't align with payments, and statements that require careful detective work to reconcile. Communication gaps are pervasive: long holds, voicemail-forwarding loops, unreturned calls, and a palpable sense that frontline staff are overwhelmed or under-resourced. Online access is limited or absent, forcing clients to navigate a cumbersome phone-centric process. These issues cascade into delays in obtaining essential supplies, which in turn undermines trust and daily comfort for oxygen-dependent and CPAP-reliant clients.

Where the positives do offset the negatives, it is largely in episodic, staff-specific interactions rather than as a reliable operating standard. A single excellent CPAP tech or a responsive fitter can salvage a scheduling or equipment issue, and positive testimonials about individual caregivers underscore that the team is capable when properly supported. The practical takeaway: the service can perform well, but only if a client negotiates for named, dependable points of contact and remains vigilant about every billing detail. Without that, the operational friction overwhelms any potential benefit.

Decision-makers should enter conversations with clear expectations and guardrails. Request named staff for CPAP setup and ongoing supply management, and insist on written confirmations for every order. Probe the escalation path for billing disputes and specify a timetable for callbacks. If oxygen, mobility devices, or other critical equipment are involved, demand a guaranteed response window and a backup vendor plan in case delays occur. Given the current pattern, this community can deliver when the stars align, but it requires proactive oversight and a tolerance for administrative turbulence that many families simply cannot endure. Explore other Madison providers as a benchmark; prioritize environments with transparent billing, reliable fulfillment, and consumer-friendly communication to guard against the all-too-common disruption seen here.

This part of Madison, Wisconsin offers a diverse range of amenities and services within close proximity. With several parks nearby, including Oak Park Heights Park and Blue Mound State Park, residents have ample opportunities for outdoor recreation and relaxation. The area is also well-equipped with pharmacies such as Walgreens and CVS, making it convenient for seniors to access their medications. In terms of dining options, there are various restaurants like Vintage Brewing Co. and Bonfyre American Grille within a short distance, providing plenty of choices for enjoying meals out. Additionally, there are reputable physicians and hospitals nearby, ensuring that seniors have access to quality healthcare services. For entertainment, the AMC Fitchburg 18 theater is just a short drive away. Overall, this part of Madison offers a well-rounded and convenient environment for senior living.

Parks

• Oak Park Heights Park (0.9 miles)
• Pilgrim Park (1.9 miles)
• McKee Farms Park (2.2 miles)
• Blue Mound State Park (2.9 miles)

Pharmacies

• Walgreens (1.2 miles)
• Walgreens (1.4 miles)
• Walgreens (2.2 miles)
• Fitchburg Family Pharmacy (2.2 miles)
• Health Pharmacy (2.4 miles)
• Walgreens (2.6 miles)
• CVS Pharmacy (2.6 miles)

Restaurants

• Vintage Brewing Co. (1.3 miles)
• Gates & Brovi (1.4 miles)
• Bonfyre American Grille (1.7 miles)
• Everly (1.8 miles)
• Culver's (2 miles)
• Noodles & Company (2 miles)
• The Flying Hound Alehouse (2.1 miles)

Physicians

• UW Health Research Park Clinic (1.3 miles)
• U W Health Physicians & Clinic (1.4 miles)
• Madison Oral Surgery & Dental Implants (1.4 miles)
• UW Health Odana Atrium Clinic (1.4 miles)
• Dewitt, Aaron Madison West Va Clinic (1.5 miles)
• The Rawal Institute for Hair Restoration and Aesthetic Medicine: Shamila Rawal, MD (1.6 miles)
• Rogers Memorial Hospital (1.7 miles)

Hospitals

• Cell Line Genetics (1.7 miles)
• William S. Middleton Memorial Veterans Hospital (2.7 miles)
• St Mary's Hospital (3 miles)
• St Marys Hybrid OR (3 miles)
• Dean & St Mary's Outpatient Surgery Centers (3 miles)
• University of Wisconsin Hospital and Clinics Authority (3.3 miles)
• UWHC Outpatient Radiology (3.3 miles)

Theaters

• AMC Fitchburg 18 (1.8 miles)
• Point Cinema Madison, Wi (3.5 miles)

Places of Worship

• Heritage Congregational Church (2.3 miles)

Cafes

• The Heights (2.6 miles)
• Panera Bread (2.6 miles)
• Starbucks (2.8 miles)
• Moka (2.8 miles)