Home Health United

Pros

• John was excellent at getting customers set up with a CPAP machine and was very thorough and professional.
• The CPAP department manager provided her direct line and was very helpful.
• Katrina Harrison, a mastectomy fitter, was responsive to questions and exceptional.
• When SSM Health at Home was Home Health United, supplies arrived on time and without hassle.
• They reach out when a resupply is due, and customers simply say yes to receive the next shipment.
• Chris was awesome about going over everything with the customer.
• The reviewer felt that SSM Health at Home had been essentially home for them.

Cons

• The reviewer notes that orders arrived with boxes mangled, open, and contents removed or tampered with.
• The reviewer states they are afraid to use any item because the packaging was tampered.
• The reviewer complains that wrong products were sent multiple times and they were billed for them, with little resolution.
• The reviewer reports billing issues, unreturned calls, and confusion over charges like "balance forward."
• The reviewer criticizes the lack of an online portal, forcing reliance on a call center.
• The reviewer says it's cheaper to buy supplies online due to poor service and overcharging.
• The reviewer describes persistent unresponsiveness: voicemails unanswered and long or endless hold times.
• The reviewer calls the service "the absolute worst" and claims no meaningful improvements over a year.

Review

Over the years, SSM Health at Home has been a steady part of one patient's routine, especially for help with BiPAP and CPAP supplies. The collective experiences shared by multiple reviews show a mixed picture: moments of reliable, supportive care punctuated by episodes of disorganization, poor communication, and frustrating administrative hiccups. A recurring thread is loyalty and gratitude for the people who did help, paired with mounting frustration about how often things go wrong when it comes to orders, billing, and customer service.

A striking and highly unsettling portion of the feedback centers on a single order that arrived in a troubling condition. The boxes were mangled, and each package had its contents removed and transferred into another box. The patient described this as an act of careless disregard for the items they depend on for health and personal care, and they expressed fear about using anything from the order because it had clearly been tampered with. The emotional impact was significant - anger and fear about safety, with the reviewer saying they were upset beyond words. This incident stands out as a clear signal that, when packaging integrity is breached, trust in the entire order is undermined, regardless of whether the contents were eventually usable.

In contrast to that troubling experience, there were positive notes about certain interactions. Notably, one reviewer highlighted John, who helped them get set up with a CPAP machine. They described John as thorough and professional and expressed hope that the rest of the reordering process would go smoothly. This positive encounter suggests that individual staff members can deliver standout service, even if systemic issues create ongoing frustration elsewhere in the organization. There are also mentions of fitting and product support by Katrina Harrison, described as exceptional in assisting with mastectomy fittings and navigating insurance. The reviewer credited Katrina with responsiveness, ease, and making the process comfortable for family members, underscoring that compassionate, knowledgeable staff can make a real difference.

A large chunk of the dissatisfaction centers on communication failures and logistical delays. Reviewers repeatedly describe leaving multiple voicemails and receiving little to no return calls. There are complaints about long hold times, being shuffled between departments, and the absence of an online portal or streamlined digital options - forcing customers to rely on phone calls to a call center. One reviewer remarked that the only time they heard back was to offer additional equipment that they perceived would lead to higher charges, and they concluded it was cheaper to buy supplies online themselves. The sense conveyed is that information and updates rarely come promptly, and when they do, they can be incomplete or unclear.

Billing and order accuracy issues are another frequent theme. Several reviewers report receiving the wrong products or being charged for items they did not receive, followed by difficulties getting the situation straightened out. In one case, a customer described confusion over a "balance forward" on the monthly bill, with promises to provide more information that never arrived. Delays in shipments are common, with some orders taking multiple weeks to reach the customer, and the lack of tracking numbers leaving customers uncertain about when they will actually arrive. The combination of misdirected shipments, unexplained charges, and insufficient transparency compounds the frustration felt by customers who rely on timely, accurate medical supplies.

The atmosphere surrounding customer service and internal communication sometimes seems chaotic. Several reviewers describe unprofessional behavior from staff, particularly at the reception level, and a climate where communication gaps appear to fuel ongoing dissatisfaction. The sense is that customer calls are not prioritized, that voicemails are not returned, and that the organization often appears more reactive than proactive. When customers do get assistance, it is patchy: some report being told they cannot get certain items or told conflicting information about what is available through their insurance. This inconsistency makes it difficult for patients to rely on timely, predictable service.

Amidst the criticism, there are reminders of the company's history and the experience some customers had prior to the current period. Several reviews mention that, before the transition to SSM Health at Home, their experiences under Home Health United were smooth, reliable, and timely. In those memories, staff were consistent, shipments arrived on schedule, and the overall experience felt more seamless. The contrast between those earlier, more positive memories and the current challenges with SSM Health at Home underscores a sense of loss for dependable service and a perception that changes within the organization have coincided with a degradation in day-to-day operations.

Taken together, the collection of reviews paints a complicated portrait: gratitude for individual staff members who go above and beyond and make a real difference, and deep frustration with systemic issues that undermine trust and continuity. The most actionable concerns center on packaging integrity, order accuracy, clear and timely billing explanations, reliable order tracking, and proactive, responsive customer service. Several reviewers have indicated they are considering switching providers due to these ongoing problems, while others remain hopeful that improvements can be made - especially in the wake of positive experiences with particular staff members who demonstrated professionalism and empathy. The overall message is clear: when care depends on consistent supplies and reliable support, the gaps in communication and operations leave patients feeling vulnerable and underserved.

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)