Alternative Baxter delivery would not bring supplies upstairs

[debra]

I am so unhappy with Baxter and their services!  We were not going to be home on the day of regular Baxter delivery (We do love our regular delivery man).  I called several days ahead to inform them that we would be home on Thursday.  Was told and confirmed that the delivery would be done on Thursday of this week.

FIRST PROBLEM:  Wednesday, around 4:45, I received a call from my neighbor that an 18 wheeler with our supplies was parked in front of our home.  Mind you, they did not call me, my neighbor called (92 yr old man)I had to close my business early, and go home. 

  SECOND PROBLEM:  Our bedroom is upstairs, 14 steps, and there are 6 steps up to our front door.  Delivery man said they were not allowed to bring supplies up ANY stairs, they could get hurt.  He also said he could not even bring them into the house because of the steps to the front door!

I told him that I certainly could not carry 30 boxes plus other supplies up into the house,  and then to the second floor.  He was going to leave them outside!  I immediately called Baxter, which, of course, the man stated that the delivery department was closed for he day, nothing he could do till next day, blah, blah, blah.  Told me he would have someone call me the next day (yesterday) to see if they would send someone to bring upstairs. 

In the meantime, I begged the delivery man to at least help me get the boxes into the house, near the front door, which he did RELUCTANTLY (I helped)

So, not only did I NOT receive a call back yesterday, there was no "record" of me calling, and no one will be sent to help.  So, now I have to recruit some friends to get supplies upstairs.

LOUSY, HORRIBLE SERVICE FROM BAXTER!  DONT EVEN GET ME STARTED ABOUT THE INTERNATIONAL DEPARTMENT!

Thanks for letting me rant!

[jeannea]

They never refused to come up my stairs. Are you international?

[debra]

No, I am outside Houston.  Again, it was not a Baxter delivery truck, but an outside source.

[jeannea]

They always told me that unless I told them when I made the order that I would have a problem with the date that they could not change the delivery. I think someone didn't know or lied to you if they said a few days before they could change it.

The one time I got messenger delivery instead of Baxter they carried it upstairs. The one time they had to send 2 red boxes UPS he left them outside my door. They're not allowed to come in.

I'm sorry you had such a problem.

[MightyMike]

That's horrible.  When I did home hemo through Nxstage they would never call or warn me and always left my supplies even after many complaints.  You would think these companies would have common sense to know that most of us are to ill to be carrying supplies.

[smcd23]

That's terrible! I wish I could help, or could have helped. That's a terrible thing to face.

We've only dealt with Fresenius and my husbands driver, Rick, has always been spectacular. We live on the 2nd floor and he has always brought the boxes into the house, up the stairs and into our apartment and then into our spare bedroom. Never been an issue.

One time we had a different driver, and we were not home. Our agreement with Rick was always that if we were not home for some reason, to bring the boxes up the front and leave in the front hallway. That way we'd just have to walk them through the house. The ONE time we were not home when they did the delivery, or I think they came early that day, they saw the note on the record (leave at door) and the driver didn't bring them up the front but up our back steps which are steep, wood and stop at the deck. He didn't bring them into the house at all. And the 2nd problem is our back steps/door is very narrow (it's an old house) and they curve. So we got home, saw the 40+ boxes on the back porch and immediately called. The driver was just up the street grabbing a bite to eat, so he came back and helped us haul them up the back steps. He tried to use the dolly thing they have, but the back steps are too steep and narrow. I felt so bad for him, but at the same time, I would have probably died carrying them up the steps.

I'd make sure to write a strongly worded letter and complain to your clinic. What if you were extremely elderly and sick and had no help, like many folks? Would they prefer you break a hip trying to get them in the house than actually doing their job or hiring a company that will do the whole job??

[Sydnee]

 
that is horrible.
When Ed started on PD the cycler was delivered by fedex. Ed was at the dialysis clinic getting trained I was home, the driver called Ed and told him that the cycler was left at the gate "they are not allowed to open gates" the driver told him. Good thing My oldest son (17) was home he pulled a wagon the 1/2 mile out to the gate to get the cycler before it rained that day. Hard for many Dialysis patients to do. Not only that but it was the first time fedex has even not come to the house.   

[sullidog]

that's nuts! What if you had a bp issue and it bottomed out while carying those, they need to know who they're working with here for goodness sake!

[Joe]

I had that problem with my initial Baxter cycler supply delivery. They contracted with Old Dominion Freight Lines for some reason. When the driver got to the house, he pulled up in the driveway, slid a pallet jack under the pallet and asked me where I wanted it. When I told him it went into the basement he told me he didn't deliver into the house. I had him drop the pallet in the garage and had to hire a couple of high school kids to move it down. What a pain that was.

[amanda100wilson]

that is pretty standard if it is a contractor.  it sucks!