Picking a durable medical equipment supplier feels simple — until something goes wrong. An unaccredited supplier can leave you with a bill Medicare won't cover. Slow delivery can delay recovery after surgery. Poor customer support means you're troubleshooting a CPAP machine at 2am with no help. Ask these five questions before you hand over your Medicare information.

Question 1: Are You Accredited by a CMS-Approved Organization?

Medicare requires that DME suppliers be accredited by a CMS-approved accreditation organization to bill Medicare for most equipment categories. Accreditation means an independent third party has verified that the supplier meets Medicare's quality and safety standards.

CMS-approved accreditors include:

  • The Joint Commission (DMEAC)
  • ACHC (Accreditation Commission for Health Care)
  • CHAP (Community Health Accreditation Partner)
  • BOC (Board of Certification/Accreditation)
  • HQAA (Healthcare Quality Association on Accreditation)

Why it matters: If you receive equipment from a non-accredited supplier, Medicare will deny the claim entirely — and you could be responsible for the full cost. Always verify accreditation status before equipment is ordered.

You can search for accredited suppliers by ZIP code at dmehelper.com/directory/match →

Question 2: Do You Accept Medicare Assignment?

"Accepting Medicare assignment" means the supplier agrees to accept Medicare's approved payment amount as full payment (except for your deductible and 20% coinsurance). A supplier who does not accept assignment can charge you up to 15% above the Medicare-approved amount — on top of the 20% you already owe.

The difference in out-of-pocket cost can be significant on high-ticket items like power wheelchairs or oxygen equipment. Always ask explicitly: "Do you accept Medicare assignment for this equipment?"

Don't assume — even large national suppliers don't always accept assignment for every product category.

Question 3: What Are Your Delivery Timelines?

When equipment is time-sensitive — after a hospital discharge, a fall, a COPD exacerbation — delivery timelines matter. Ask:

  • How long does it typically take from order to delivery?
  • Do you deliver same-day or next-day for urgent situations?
  • Do you deliver to my specific address (rural areas can be an issue)?
  • Who handles delivery — a company employee or a third-party courier?
  • Will a respiratory therapist or technician set up and demonstrate the equipment?

For discharge situations, ask your hospital case manager to contact the supplier directly to coordinate timing. Suppliers who regularly work with hospital discharge teams typically move faster.

Question 4: What Is Your Return and Exchange Policy?

Medicare pays for equipment under a "capped rental" model for many items — meaning you rent the equipment for a fixed period before you own it. But what happens if the equipment isn't right for you, or your doctor changes the prescription?

Ask:

  • What happens if the mask or device doesn't fit properly?
  • Can I exchange a CPAP mask for a different style?
  • What if I'm discharged from the hospital and no longer need the equipment?
  • Who is responsible for picking up equipment I no longer need?

A reputable supplier will have a clear, patient-friendly answer to each of these questions. Vague responses or "just keep it" answers are red flags.

Question 5: What Kind of Ongoing Customer Support Do You Provide?

DME isn't a one-time transaction. CPAP machines need mask fittings, supplies, and compliance data downloads. Oxygen systems need maintenance and emergency delivery. Power wheelchairs need repairs. You want a supplier who will be there when things go wrong.

Ask:

  • Do you have a 24/7 support line for equipment emergencies?
  • Do you have local technicians for in-home repairs, or is everything done by mail?
  • How do you handle supply reorders — online, by phone, automatic?
  • Will you contact my doctor directly for renewals and documentation updates?
  • Do you have respiratory therapists or certified fitters on staff?

Larger suppliers often have dedicated patient portals and clinical support lines. Smaller local suppliers may offer more personalized attention. Both can be excellent — what matters is whether they actually respond when you call.

Bonus: Check Their Star Rating and Reviews

Once you've asked the five questions, do a quick search for the supplier's name plus "Medicare reviews" or "BBB complaint." Medicare publishes quality data on suppliers, and some review platforms aggregate patient feedback. Persistent complaints about billing surprises, unreturned calls, or wrong equipment delivered are serious warning signs.

The Bottom Line

Your DME supplier is a healthcare partner — not just a delivery service. The right one handles paperwork, maintains your equipment, and picks up the phone when you need help. The wrong one leaves you with unexpected bills and equipment that doesn't work. Spend five minutes asking these questions before you commit, and you'll save yourself significant frustration down the road.

Search for accredited Medicare DME suppliers near you →

Frequently Asked Questions

How do I verify a supplier is accredited by Medicare?

Ask the supplier directly for their accreditation organization and certificate number, then verify on the accreditor's website. You can also check Medicare's supplier directory at medicare.gov or use DMEHelper's supplier search to filter by accredited suppliers only.

Can I use any supplier I want, or must I use one Medicare has approved?

You can use any supplier, but if you want Medicare to pay, the supplier must be enrolled in Medicare and accredited. Using a non-enrolled supplier means paying 100% out of pocket.

What if I'm unhappy with my current supplier?

You can switch suppliers for any reason. Call your doctor to have the prescription sent to a new supplier. Note that for items under capped rental (CPAP, oxygen), you may need to coordinate timing around your rental period.