CPAP Clinic Vaughan

This clinic used to be the one for their amazing customer service. But seems that they no longer tend to maintain their once-upon-a-time high quality in dealing with their clients. So sad.

This past Saturday was my first visit and Alex was great at explaining all my options. For me it was great service!
Thank you Alex!

I didn't purchase anything. I brought my CPAP machine in for warranty repair. The service was excellent.

I have been a loyal client of cpap clinic, for a many years.
The friendly, professional services provided by Alex and his team, has always been spot on.
I happened to travel to Toronto, forgetting my cpap machine up north
I contacted Cpap Vaughan, spoke with Kiana, explained my predicament, I was told I would receive a call back very shortly.
Within 5 mins, I received a call from Charisma. Kiana had given her my concerns, Charisma offered my a loner machine, for the week of my stay, before getting back to my machine up north!
Awesome Service!
In today's day of poor, impersonal services across the business world, how refreshing to be treated with respectful genuine concern to help!
Loyalty appreciated!
Many Thanks to Kiana, Charisma, and Alex for his great Staff

Excellent customer service. Staff was very patient, knowledgeable. Willing to help, even without appointment, till the last minute at the end of day. Thank you very much.

Amazing experience.
The team is friendly and super efficient, they helped me find the best device for my needs and I left the store with everything properly set up.

Let me start by saying the Owners name, his name is Alex Novodvorets. He takes walk ins even when you have an appointment. We came first & he served the man that was a walk in that came in after us for more than 5 mins & that customer had ALOT of questions that Alex answered instead of suggesting to the customer to book an appointment. If they take walk ins too then they should have more than ONE person working. If you booked an appointment, kiss your appointment goodbye because it doesn’t matter here because Alex will take care of walk ins before he takes care of you even when you booked ahead of time & secured your booking time appointment. We scheduled 2 weeks in advance & got treated poorly. Even on the phone instead of acknowledging his wrongs he chose to argue back with us. Alex will disrespect you, your time & your booking. We found a place in Richmond Hill that treats customers much better and took us the same day, you should do the same! Go to someone else who actually cares for their business & shows it!

I'm confused by the high rating of this place…
My Wife and I booked an appointment two weeks in advance for 1: 30pm today. Arriving at 1: 33pm, the consultant named Alex asked us to wait while assisting a previous customer, which was understandable given our slight delay. However, after that customer left, a walk-in arrived, and despite our earlier booking, Alex attended to them first. We patiently waited for 2-3 minutes for Alex to come back to the office he asked us to wait in, expecting he will return and advise the walk-in to wait, as advised to us. Instead, they continued discussing the walk-in's inquiries. Feeling neglected, my Wife and I decided to just leave. It's discouraging to wait despite planning our day around the scheduled appointment. We attempted to book at a different location in Mississauga, but our call mysteriously connected back to this same place, even though they had different numbers. Alex, who had prioritized the walk-in, picked up and questioned our departure. He claimed walk-ins take less time to help and he already told the customer “he can’t answer his questions, as we left, in order to get to us”, but our observations contradicted this, as Alex was still engaged with the walk-in customer after we left, attending to their needs first. This first and last encounter leaves me with a negative experience. The business needs to reconsider its approach to prioritize booked appointments, maybe by providing additional staff for walk-ins, ensuring everyone receives fair attention.

**Responding to owner, Alex Novodvorets reply: **

Thanks for responding to my feedback.

However, I must express my frustration with the way you have chosen to address the issue. It is unfortunate to see that my honest account of the experience has been turned into an opportunity to blame my Wife and I for your service shortcomings.

To clarify, we initially booked for 2: 00 and 2: 30, but your team called to reschedule for 1: 30. Given this change, wouldn't it have been more reasonable to allocate the 1: 30 time slots to other customers? Considering your stated closing time of 3 pm on Saturdays, it seems there was ample time to address our booking without affecting your operational schedule. Your explanation about our unexpected departure affecting other clients seems to deflect from the core issue – the mismanagement of scheduling on your end.

I find it unprofessional that my feedback is met with an attempt to shift blame rather than an acknowledgment of the issues in your process. It appears that your response is more focused on defending against criticism than genuinely understanding and addressing the customer experience.

It's super clear from your response that constructive feedback isn't truly valued. If you genuinely value constructive feedback, consider this an opportunity to reevaluate your customer service practices. If you require additional details or clarification, I'm open to providing them, although I feel that our initial feedback has not been fully understood by you since you're too busy deflecting instead of solving.

Have been purchasing all my CPAP needs here for the past 15 years. Great service and good people.

I've been a CPAP Clinic customer for over 10 years. Alex is courteous, professional, and a pleasure to deal with!

I’ve been a client of Cpapclinic for 5 years. Great staff and customer service both in-store and online. Excellent selection of masks, accessories and machines. I highly recommend Cpapclinic for all your cpap needs. Alex and his team are amazing!

Excellent service, so friendly and informative and makes me feel comfortable upon all of my visits.

Amazing Service. My father and I went in without an appointment but the reception was so patient with us and so helpful. Thank you Kiana. Very welcoming to start and end. The reception had booked us in for that day. As my father is very old. The technician was very knowledgeable and helpful. Thank you. I highly recommend

Great service for the Vaughan team, lots of options and very helpful team that answered all our questions.

This was my first time purchasing a CPAP machine and I did a lot of research before coming to this clinic. Charisma was amazing she went step by step and explained the device I chose. She answered all my questions showed a lot of patience. The service was outstanding. Thank you

Highly recommend. My wife when In last week and she was so happy. She felt so welcomed by the beautiful reception and by the clinician as well. The clinician was so knowledgeable from the start to end. Definitely recommend if you wanted to know more information about the machines. Very helpful.

Went to get my six month supplies and again Sonia was amazing to deal with. Very knowledgeable and very pleasant to deal with. Recommended Cpap clinic to my friend and he was very happy with the service and equipment he purchased.

Outstanding service provider. Saved my life! Charisma is the go-to person. Highly recommend.

Super friendly staff and very efficient. Ordered my items on the phone and asked them to set it aside and told them I would come to pick it up. They followed up with a call to confirm that that the items were ready and that I could come over. When I got there all was ready as promised and I was out of there in quick time.

Great experience, well done.

H I G H L Y recommended CPAP supplier of equipment and personal service! Before purchasing my CPAP machine, I visited 3 other businesses that were not even in the same ballpark regarding their service, professionalism, and variety of products.
My CPAP sales representative Hien Tran was an absolute pleasure to deal with, as he took time in explaining the entire process of how the CPAP machine works, how it's serviced, and regular maintenance required. At no time did Hien try to up-sell me on items that weren't important, his main focus was to get me comfortable with the machine and understand how it works.
I rarely purchase items on the spot, however, after spending time with Hien, he answered all my questions, and I was 100% comfortable with everything that was explained.
I made the effort in speaking to the business owner Alex and telling him how pleased I was with Hien and the excellent experience I had using his business.
If you're in the market for a new CPAP machine or supplies, this is the ONLY place I would use. A+