Wheelchair-accessible entrance
Yes
Reinforced security
We got you covered
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Enhanced cleaning
Daily cleaning
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Conciergerie
We take care of you
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Comments (62)
I see most comments are in regards to CPAP machines. My father has had a tracheostomy for the past 3 months so his supplies and sanitation of them is crucial to his airway, health, and well being. (Not to discount anyone’s need for supplies, just setting my scene.) That said, I’ve had a terrible experience working with Timberlake, in ordering all of my dads tracheostomy and respiratory supplies. If I could give them 0 stars, I would. I never do reviews, but if there’s anyway to push this company to improve I will. They absolutely have a monopoly on my fathers supplies, so I have to work with them. I’ve learned to call to place an order, then call the next day to make sure the order has been shipped, 5 out of 6 times I have ordered, I’ve had to call more than THREE times (three consecutive days) to just make sure the order was placed. Then call multiple days to make sure the order gets shipped. Expectations are set and never met. The only thing this company has going for them is Alex and Frank, both RTs, who have hand delivered supplies or educated me and my siblings on how to safely use the supplies. Outside of that, if I could order from Amazon I would, and trust me, I’ve tried!
Had to come back twice to get bed right. Now I am done and “ A driver will call you within the week to pick it up“! That is pretty poor service.
I just want to say thank you to Yanacy, Ashley, and Kim from Timberlake , and Frank from Sutter out if Utah, whom were very nice and helpful in assisting me with getting my new Cpap machine. I wrote a huge review on yelp as well. Dr. Riar has been great candy the same about some of her staff. Some of her staff needs to be more sensitive to clients or patients needs and not have major attitudes toward those seeking help for something we had no control of.
I’m happy to report,Auburn , Ca. that they deserve 5 stars .they have helped me with my moms c-pap needs also her oxygen . I have never had anyone be rude or not care. They’re always helpful . I had a guy I can’t remember his name now but he came after hours to help my 94 yr.old mom . He was so careing of my mom and he’s was kneeling down in front of her recliner and picked up that she wasn’t using her portable oxygen right ,he said watch your mom when she talks she’s not breathing from her nose snd it’s setting off her machine. Alarm. Sincerely , Kathy Weinstein
I’m not sure why they are getting bad reviews. I work in the medical industry and am kind of hard to please and they exceeded my expectations.I got an appointment right away, was seen on time. Given full instructions for my cpap and left with all of my supplies.I called for reorder and they answered My cal within 5 minutes and took my order.They have top of the line equipment too!!They for sure get 5 stars from me!!!
Unbelievably bad company.I have been billed by this company to a Insurance I have not had in years.This happened a total of 5 times. Every time I call they tell me they have fixed the problem but no they have not.This company really has no real reason to be in business.You would think after I beg and plead for them to fix the issue with my insurance that would have happened. I wish Sutter had another recommendation for CPAP supplies.
Im mystified by the negative reviews. The front desk, specialist, and even the specialists trainee were all really helpful and accomodating. I got an appointment less than 2 days out. It would be hard to imagine a smoother transaction.
Unfortunately, Timberlake appears to have outsourced their CPAP resupply and customer service ordering, and it now is just awful. In the past when working directly with them, it was simple as can be. Now it requires multiple calls, a long list of questions they say my insurance requires that it absolutely does not, and horrible customer service. Plus, I have full overage for all equipment after my deductible, and yet they keep billing me for a charge under $5. I have written them and called them and have not been able to resolve the matter. At this point its a matter of principle to me, and they have spent hundreds of dollars trying to wrongly get me to pay under $5. I think its time to find a different vendor for my supplies.
The worst medical supply company I have ever dealt with. They have provided incorrect delivery dates. Shown up at the wrong time. I ended up with 8 oxygen canisters clogging up my house for over a week because I could not get anyone to pick them up. They abruptly hang up on phone calls without saying goodbye or giving you opportunity to ask any other questions, etc. Avoid them if possible.
Very sweet and helpful female employee helped me over the phone today. She was working from home due to COVID-19. Handling her job and family at the same time with such a cheerful demeanor. I wish I remembered her name!
Horrible customer service gave me wrong mask was told i could exchange it no problem went to do so was told by There roseville office where i picked up my cpac they wouldnt help me. returned cpac will never use this company again. also will make a complaint with sutter. and inform my doctor to use another company
Horrible experience! Angie is really mean and seems irritated when you call. I have been trying to get medical equipment for over a week and they seemed they don’t care! I wished I knew of another place my insurance would cover. I hope to never go through them again.
I have been paying way over the price where I could have purchased the exact model on line for $39.95 and I was told 6 months ago that it was paid in full and was mine to keep then I found out they have been billing my insurance again for the last 3 months and are saying I owe again. For the last 4 weeks I have spoken with two people who say I dont owe anything and they are not sure why my insurance is being billed then someone else saying I owe but they wont send me an itemized statement of what the costs are and what Ive paid already. Customer service is horrible.
If I could give this place no stars, I would. Customer service is so rude and unreliable. I have to call them multiple times to get my daughters supplies sent out. They never return phone calls and are so disrespectful when you do talk with someone. I dont understand why the attitude? I do believe that they signed up for this job and quick to collect their paycheck, so why is it like pulling teeth to get them to do their job?! Ugh! Absolutely hate this place!
The customer service is very rude as if I was a nuisance for them. I am just trying to order some accessories for my cpap. Even the supervisor doesn’t help at all. Perhaps that the way they want to be known for... being rude to the people who gives them business. Congrats! You’re on the right path of achieving it!
Extremely non responsive to your needs. My most recent contact was to schedule a mask fitting. I was instructed that they will call me back by the end of day to schedule. Well, 3 weeks later, they finally called. I ALWAYS have the same problem with ordering supplies. It’s a complete rudderless ship! If you have other options, I strongly suggest not using Timberlake.
My daughter has been receiving medical supplies from Timberlake for a few years. We have only had one issue of the wrong equipment being sent, which they remedied the same day I called to inform them. The only issue I have ever had is prolonged wait times on the phone. Otherwise they have always been very helpful.
I have been trying to make an appointment for a bi-pap fitting since March 17. I have called at least 4 times with watetimes up to 25min.When I do get to talk to someone, that person is very helpful. I am promised callbacks that never come. If you cant help me, I will have my Doctor recommend another provider.Thank you,Roger L. AyresDavis, CA
Awful logistics. They lie about when they receive prescriptions (I had a timestamped email and call from the Dr office telling me when it was sent; 14 hours later it was received by Timberlake); different staff people say different things (we can deliver it today vs. sorry we cant get it to you vs. what order? we never got an order! vs. maybe you should go to emergency, because we arent going to deliver that to you.).Totally and absolutely unreliable, and since they are medical equipment providers, thats just not acceptable.This kind of customer service wouldnt be OK from a grocery clerk, let alone medical professionals. No offense to grocery clerks...
They have the WORST customer service ever. And since we have limited options for medical supplies through our particular insurance carrier, we are stuck with them.They refuse mobile service and it is a two hour round trip to their location from our home.I have been trying for several months to get the proper sleep mask. They have sent wrong sizes, wrong masks, no air filters and worst of all, no follow up. It takes forever to get through to customer service. I was told two months ago they were replacing the wrong mask. And with no surprise - I have received nothing. Except, of course, their bill.I have reported them to our insurance carrier and my primary care physician, in hopes that they will offer me an alternative. Dignity Health told me that I am not alone and they are looking to discontinue service with them and should have an answer soon. I will never do business with Timberlake ever again.Turn back now, before it is too late.
I could not disagree more! My service has been excellent, with immediate response to any order I may place. Do not hesitate to use this company.
Worst customer service EVER. They have now had my daughters equipment for many months and refuse to ship it back. I live two hours away and it is impossible for me to “drop in” to return the loaner. They are now refusing to even give her new supplies.Find somewhere else to supply your medical needs. I know I am.
The absolute worst, period. This is a one star review only because I cant leave zero stars. Terrible response and wait times, poor management, and absolutely no communication within the organization. They should be embarrassed, as should Sutter for any affiliation. Steer clear...
Can anyone find the address to the Roseville location? They made my appointment there, but I had no idea there was a location in Roseville. I went to the one in Sacramento because that was the number I called and the scheduler made my appointment in Roseville. I called 2 days before to confirm the time and place. I googled Timberlake and drove to the Ferguson location. There is no info on the one in Roseville and the scheduler shouldve reiterated the place to be if there are more than one locations especially if the caller is calling to confirm the appointment. Called today because I couldnt find another insurance company that took Sutter select. I would rather go on a payment plan with California Sleep Study where they answer your calls and not be put on long hold and know how much their supplies are without having to ask billing. Cant even talk to a supervisor without speaking to a voice mail first. I guess a scheduler will call back either today or tomorrow... Maybe... Such a run around kind of company.
In my experience, the staff members are friendly and try to be helpful, but the company just doesnt have enough bandwidth. It has been very difficult to get appointments to obtain a CPAP machine and for followups. Reaching them on the phone is sometimes difficult, too.
If I was not held hostage because this is who my physicians office (Sutter) contracts with, I would never go back. I was scheduled to get the CPAP just before I was leaving on a long trip and told them I would need a battery, because we often stay places where we dont have access to electricity (i.e. camping). Since the machine is a rental (apparently my insurance pays them a monthly fee for as long as I have it) the insurance requires compliance (they monitor usage to insure that I am using it at least four hours/night 6 nights/week). Since I was going to be camping and/or sleeping in my car some of the nights we traveled, I couldnt stay in compliance without a battery (which insurance wouldnt pay for). When I suggested I might just use the rental unit to see if a CPAP even works for me and then buy a travel model, they threatened to cancel my appointment and give it to someone who really wants a CPAP. They offered to sell me a battery, but the batteries that they sell are all specific to the CPAP machines, so if I had bought their battery and the CPAP didnt work out I would have been stuck with an expensive battery pack that couldnt be used for anything else. Instead I bought (for the same price) a much higher power camping battery that has multiple uses.Then I went in for a refitting (I ended up being unable to use the nasal pillows) and the respiratory therapist tried to give me a headset that was too small because it was all she had on hand. I had read the information they gave me about choosing a mask, and the headset was doing exactly what their info described as being too small. She said, Oh, no, its fine. I suggested we look at the headgear I was already using; it was the next size larger. She said that meant she would have to order it and I would have to wait - which I thought was a better solution than sending me home with one that doesnt fit that I wouldnt be able to use.
I have been hung up on. I had been billed when my insurance was covering it. And now I cant get them to pick up the wheelchair. I do not want to be billed. Trevor transferred me and promised someone would help me. I told him I called from my bluetooth and didnt take down the name and number of the person I spoke to ,but I want to get the wheel chair picked up quickly so I don]t get a bill since my insurance is paying for a custom chair and it would look peculiar to have a standard wheelchair rental and already have paid for a custom chair. And i don[t want to get billed and Trevor said he would take care of that right away. But then the call dropped and I am on hold now for 10 minutes trying to get a human. Thursday 3/10/2016 At 4:41. Now Chelsea is transferring me. Hopefully a manger will resolve this quickly! I spoke to JoleneShe told me not to worry because they bill for the whole month so I will not be charged. I said,okay and we hung up. Hopefully this is true because I should not be billed when they failed to pick it up.
Worst customer service so far for last couple of years. No one getting things done. Dropping phones and never send supplies. So sad..
Dont do any business with them if you can avoid it and it is NOT in writing. Their customer service sucks.
The horrors are many, the upsides difficult to name. 1 Star for getting recent resupplies sent out without begging, whining, and threatening. Must be new management, but so much to make up for.If they revamp there a slim chance they might dramatically improve to abysmal. Good luck.
Awesome services from 2016 . Very polite. And helpful. And fast services.
I have been trying to call them for weeks and I keep getting disconnected. There has been ZERO response with emails as well.
I give Timberlake 5 stars. Having changed insurance on 1/1/21, it was necessary to change suppliers. Timberlake was easy to access on the phone and handled the change over with a minimum of problems. The gentleman that delivered the equipment was very professional and informative as to its operation.
The small number of reviews means most customers are not commenting here. I left Timberlake many years ago because of high turnover and poor service. I found that seemed to be industry standard. Management changed, quality improved, staff seem much happier. I returned, got the attention to detail I needed, and have had excellent experiences. I sleep well. Do check online prices and buy where it makes sense. Medical Supply companies deal primarily with insurance.
Horrible customer service!! 3 different people give you different information! Ridiculous!! Avoid them!!
I wish to give them zero starts. Do not keep appointments, no communication, emotionally very stressful company to do business with.
Rude, unprofessional, unorganized! Unfortunately, they have the monopoly on medical equipment and supplies.
Bad, billing does not respond, I have an outstanding credit. They pass the buck as far asbilliing services.
Just so opaque and difficult to buy supplies and get prices. I obtained my CPAP equipment through TImberlake as part of the Sutter system. I have tried three times to buy supplies using their phone number. The first two times I just could not continue to wait, wait, wait on hold. Today I got through. I asked what the prices would be and was told they cannot tell me. My order needs to be sent to the billing department and then I would have an answer. REALLY???Got all my supplies online in less time than I was on hold today.
Absolutely the worst company I have dealt with in the last 10 years. Horrific customer service. Putrid. Cant believe that another company hasnt come along and wiped the floor with these people. Did I already say awful? How in the world does this company stay in business? How in the world does Sutter still contract with them? Hey Sutter, I give these morons ZERO stars!! None. Zip. Nada. Have any idea how dissatisfied I am with them yet?
People crack me up. I have been a BiPAP user for nearly 20 years. First of all...in response to some of the comments about dying...shouldnt you be in the ER if you are critical enough to die??? Are you going to die without your mask for a night? Also, do you ever consider the fact that you are not the only patient? Im sure that these people field hundreds of calls just like yours everyday. I have experienced nothing but kindness and compassion. I even had an employee wait for me after hours as I was caught in traffic as well as print me out extensive information which I found to be quite helpful. I rate them 5 stars.
Sorry about the negative experiences mine has been great. I had Aperia and was very unhappy with them. I havent for years now hadnt near the trouble with Timberlake.
Totally unreliable. Have responded twice to the automated system for CPAP supplies but never delivered. Then called one time for manual re-order and that worked but then another time, even manual re-order never resulted in delivery. I switched to Timberlake after experiencing what I thought was the crappiest service ever from Apria. However Timberlake is at least as bad and Im out of options that take my insurance. Frustrating!!!
Timberlake Employees must hate their jobs. It shows. They must be right at all times, even when they are not. Then they become defensive and shout you down. Today a driver said So who delivers you oxygen SIR? Actually they havent even been able to do even that successfully. When I said that Apria could, he said fine give them a call. There is no such thing as customer service with these people. I guess thats easy when they can imply that they will just let you die if you dont like it. Why Sutter continues to use this terrible company is beyond me. However it appears Apria doesnt get much better reviews. Are there any medical supply companies in Sacramento that treat patients with respect?
Bad, Bad, Bad, BaD, bad, BAD.Just try to get hold of anyone there to resolve a problem with equipment or delivery.Impossible.
Horrible , my aunt has been withought oxigen to travel
Very bad customer service.
Most of Staff are friendly & Helpful.
What is a Renta./Sales agreement? Is it a rental or a sale?
Impossible to contact.
Timberlake is the best! ! :-)
Cool
2.3 (62 comments)
Review №1
2022-01-07We got excellent service from their equipment delivery person, Eric. Each time he came by, he was friendly and professional and patiently showed us how to use the equipment, and we enjoyed our interaction with him. However when I called customer service to pick up the equipment, I gave up after being put on hold for 15 minutes (nice hold music, though!). After waiting on hold for ten minutes the second time I called, Amanda was helpful and friendly. So the main reason I can’t give them five stars is the long wait time when you try to reach them.
Review №2
2022-01-03The worst customer service you can imagine. A year ago I called regarding an outstanding bill. After getting the run around, I was told by their billing department that there was no record of owing any money. Fast forward to last week when I receive collections letter in the mail with an outstanding balance from 2020. Im so confused, especially since I received a separate letter from Dignity earlier in the year stating that I now own my machine. Getting someone on the phone to resolve this is a nightmare because no one ever answers, and when they do then youre transferred and left to wait...
Review №3
2022-04-15I gave 2 stars because some of the people I’ve talked to are friendly. The company is a complete dumpster fire. If you call them you will have to wait upwards of an hour to pay a bill (or longer-I never actually got ahold of anyone). Sometimes you get hung up on which is infuriating. If you leave a message they will not contact you back and just send your bill to collections... I was actually happy when my wife’s bill went to collections because then I could actually pay it!Edit: I paid a bill for myself after this via the online portal. However that info was not on my wife’s bill.
Review №4
2022-01-28Timberlake has the worst customer service. People in their billing department are clueless and incompetent. Even the managers are incompetent. I received a CPAP from them and regret it tremendously. It has been 7 months since I received my CPAP, and they still have not resolved my billing issue. 7 months and so many phone calls!!!! Avoid this company at all costs. Buy your CPAP online. It would be much cheaper, and you save yourself a lot of time and the headache of dealing with this incompetent company.
Review №5
2022-07-17Timberlake shipped supplies to me twice that I didn’t order. I sent an email and received a call from a obnoxious woman who wanted to send me one shipping label for two boxes. The items were shipped in two boxes and wouldn’t fit in one. Then she got upset over a third item that was listed on the packing slips stating they were on BACK ORDER. She accused me of trying to keep items that were not even shipped! Eventually FedX picked up the two boxes. Weeks later the back ordered items arrived. I waited for them to be picked up but that never happened so I called again. I was told FedX would pick up the box in a few days. I called a week later after no one came. I stressed that the box had now sat on my porch for weeks. I was told that I would be charged! I can’t make FedX pick up the box and it had been on my porch ready for pick up the entire time. Another 10 days passed and I called my insurance who was told they would pick the box up the next week. No one came! I told my Insurance and they called AGAIN and we were told they would pick it up the following week. I’ve been yelled at, told “next week” for a month+ and I NEVER EVEN ORDERED THESE ITEMS. TIMBERLAKE MADE THESE MISTAKES and yet they think it’s ok for them to threaten me. I don’t work for Timberlake. My porch is not their personal storage! I don’t live in a suburban area so I lock my gates at night. I have to drive to the gate and I’m recovering from knee replacement surgery! They’re unreasonable and I’ve BEGGED to talk to anyone in management and I’ve been told NO! I buy my supplies 99% of the time on Amazon just so I don’t have to deal with this company. TERRIBLE! ABUSIVE! UNREASONABLE!
Review №6
2022-03-02If I could leave a negative stars I would. Just trying to pay a bill with them and its been weeks of calling daily and leaving a voice mail( after being on hold for 20mins). They state they will call you back in 24 hours. Who knew it would be so hard to give a company money. Tried calling all the numbers I can find as well. I will be calling my insurance to file a complaint against this company as well. Everytime I reorder my cpap supplies its the SAME THING!
Review №7
2022-05-10They lost my referral from doctors office and had to have it resent they were extremely rude on the phone. This company is a hot mess I can’t believe Sutter puts their name on it. I’ve been paying out-of-pocket from Amazon to get my CPAP supplies because they cannot get their stuff together! If I had a choice I would not use this company unfortunately Sutter gives me no other option in Sacramento!
Review №8
2022-06-30I have called three separate times since 6/15 to have equipment picked up. Was told they would be out the next day. Waited all day and nobody showed up. Very inconvenient and unprofessional. Still waiting to have equipment picked up…..
Review №9
2022-02-05Amazing people here!! My father had fallen into one of the all too common cracks in the healthcare system, and the folks at Timberlake came through when we needed them the most. I cannot say thank you enough to them. Each person we talked to was kind and courteous. They worked with us to solve the problems we had and get the equipment we needed. Thank you so much Timberlake!!!
Review №10
2022-06-21Fast turn around after my doctor ordered the equipment. Very happy they were able to work on a tight timeline.