Customer ReviewsforSleep Technologies LTD
6 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Jason M
1 star08/24/2023
After being diagnosed for sleep apnea they contacted me from Dr ********* I figured they were a good company. I spoke with the lady on the phone who looked at my insurance and told me it would be paid for which I had no reason not to believe do to I have very good insurance.#1 issue: I used the machine for a few months but was having trouble. Calling for help was basically it takes time to get used to. It was not working and the next issue with the bluetooth connection said I had to wear it more than 4 hrs at a time. Problem is that my sleep patterns do not work with 4 hrs as I need to pee etc and have to take it off. #2 issue: I thought it was all taken care of by my insurance perching the equipment everything was good. Then cane the bill for monthly rental which was never discussed. I owed a bill after many many months notice that I thought was good. Now I owe this bill so I returned my machine and while i was there in the office I contacted billing with the office lady listing and letting her know I returned the machine I payed the final bill. After 2 months I get another bill. I call on it and they say insurance came back (6 months later) and I owed from months ago. I told her my story and too bad I payed. Why can't they be honest. They say no mpney on the phone but on paper I got ******. ***********************Review from Alicia P
1 star08/21/2023
My doctor sent a request to Sleep Technologies for a new C-Pap machine September 2022. I was contacted by Sleep Technologies in October '22 and started the process of purchasing a new machine. I set up a payment plan was paying them monthly. I was told I would own my machine January '23. In January '23 they called and informed me that I was able to order supplies. I received my supplies and was billed for the supplies. The supplies were only partially correct and therefore I was only able to use the hose and head gear. I wasn't able to return the nose cushions. In March 2023, I started receiving statements and calls saying that I owed a large amount of money and needed to pay more than my payment plan. I began calling on a regular basis to try to find out whether I had paid for my machine and what I was actually being billed for. I was constantly being told that I still owed for the machine as I was renting the machine for 13 months. Finally, in late June I spoke with someone who had a manager from ******** contact me in early July. She informed me that my machine was paid off in December 2022 and the balance on my account was for supplies only. Currently, I am stuck paying for supplies that I can't use, even though I was sent 6 more nose cushions in July to make up for what I was billed for and didn't receive in January. Finally, last week I stated I am returning the nose cushions and want a credit because they don't work with my gear. I'm going with another company as I can no longer deal with their disrespect, lies and humiliation as they even turned my account over to collections for non-payment. I am still paying them for supplies I can't use and they are trying to stop me from getting service from the new company by telling them I don't own my machine because I'm still renting from them, and I'm still under contract even though I opted out of my contract in June, July and again in August. Sleep Technologies is the worse C-*********** I have ever dealt with.Sleep Technologies LTD Response
08/23/2023
In Response to *************************
The patient was advised on 9/15/2022 her device would be a three month rental and the fourth month would convert to the machine purchase; patient agreed and was scheduled an appointment. She was also advised of her full insurance benefits during the call: deductible, coinsurance, out of pocket maximum. Sleep Technologies did dispense a CPAP device to the patient 10/21/2022 and the device was fully converted to a patient owned device, as previously outlined, signed, and agreed to by the patient. Confirmation from the insurance company and payment of the final claim is dependent on the insurance company.
The Company does provide a reminder service to patients for rotating their supplies as needed and for replacement as requested. The patient did opt to order supplies during our outreach 1/12/2023 and received 1/18/2023. According to our records,Sleep Technologies did not receive any further contact from the patient until 3/2/2023, unaware of any errors on our part. Though Sleep Technologies did miss this call, we did attempt to follow up contact the same day with no response.
The next outreach from the patient was 4/26/2023 where her concerns about her prearrange monthly payment plan agreed with the company were addressed over the phone and our staff also sent a follow up email showing applications of funds to her account. Supply errors were not discussed in this call, and we were unaware of our dispensing error. We, the Company, did attempt to collect from other claims with no associated payment plans any deductibles or coinsurance required after processed by insurance via phone call and mailed letters: 02/15/2023, 03/15/2023,04/17/2023, 05/15/2023, 06/15/2023 and 07/17/2023. The patient moneys owed was sent to collections agency on 8/4/2023 and the hardship form the patient completed was submitted 8/9/2023. We did rescind the account from collections and set an additional monthly payment plan with the patient.
As for being informed she was in a 13-month rental agreement, no notation in our system shows our staff confirming this, however, we are reviewing our internal policies and practices with our team and coaching to ensure were informing patients of accurate information.
Additionally,Sleep Technologies has a 30-day unopened supply return policy addressed and signed by the patient at time of setup. During the call with the ******** manager, the patient was offered an extension of the policy and confirmation we were willing to swap/send the supplies for the correct product and we apologized for the inconvenience and error in supply delivery. The patient agreed during the phone call this was how she would like this resolved.Furthermore, the manager worked with the ******************* to ensure this did not happen again and gave the patient their direct phone number should she ever encounter this in future.
Sleep Technologies has made a substantial effort to work with and assist the patient in correction of any errors on our part and financial needs.Review from lee m
1 star07/14/2023
Foot hill was recently purchased by Sleep technologies I have been a customer of foothills medical of more then ten years they have been suppling me with my CPAP supplies with excellent service , after being bought or should i say raped by your company i have never had such bad customer service in all my life . I started trying to get my supplies last Tuesday after 30 minutes of hassle and transfers just to get to the right person to find out i need a new prescription for my supplies ( was there a simple welcome letter telling me you were now my supplier with new phone numbers and personnel to contact to meet my needs in one word NO ) I called my dr and had them get you the new script like you needed, and I gave it a couple of days to make sure you had it . And then called back to order my supplies (which again took 20 min to reach the right person and another ten minutes to get it right ) I had her look up and made sure you had the script for the dr on file while i was on the phone . she said i would have my supplies in 3 to 4 business days That was last Friday now 5 business days later I called this morning ( 20 wait to get to someone ) they said no one in the order fulfillment **** was answering the phone ( but they left a message and that that dep definitely would call me back today!. Guess what, no phone call so , which at this point I would have dropped dead with surprise if they actually did their job . so at 4 pm i called back after 30 min more on the phone. I found out that the supplies had still not shipped because it was missing the script. something that I personally confirmed that you already had last week and this person was actually able to get my order at least in line to fill . At this point I am expecting my supply by next year . You should use the company slogan FUBAR.Sleep Technologies LTD Response
07/21/2023
In response to ****************,
The patient did call Sleep Technologies for supplies on 7/5/23 at 8:06am where the resupply department representative attempted to get him connected with the local staff of the previously ************************ branch per the patients request. Our local, in office, staff did call the patient at 10:12am, as promised after assisting any scheduled patients. During this call, the patient was advised they needed an updated prescription on file as theirs was expired. It was explained to the patient during this call we are liable to uphold local and federal laws, accreditation practices, and insurance policy to ensure lawful claim payment. The same day, our team submitted a prefilled prescription to his providers office for ***************/7/23 when the patient called in, we confirmed the supplies needed on the order but also confirmed we have not received the signed prescription as detailed in the previous call. Our records show that the prescription was received by our team on 7/13/23. Upon receiving the prescription our team did activate the order send to our fulfillment center. **************** did call back on 7/14/23 for an update and was told that everything was on hold due to the Rx previously but because it is on file now, everything is being shipped and he should receive everything within 3-5 business days. Because *************** mentioned in an earlier call that **** was slower in his area, we shipped **** Additionally, tracking shows the package left our fulfillment center and is due to arrive 7/22/23 by 7pm. Sleep Technologies acknowledges that the patient did request to come in office to pick up his supplies in his first call. We do apologize we did not clarify this in the final call on 7/14/23 to ensure he received the supplies per his specifications. **************** also suggested in one of his encounters the Company should make calls to patients updating them on the progress of the order. While we take this into account, our SNAP Resupply program offers emails and/or text with live order updates including any delays or reasons the order might not have been released.Additionally, the Company is working to create and uphold better practices for phone call efficiency. Though all call records show ****************** calls were between 11min 25 min, we do not feel that met our standard and will continue to make break through changes to improve.Review from John W
2 stars04/29/2022
The company does provide supplies quickly, However, they always **** for items that were not ordered and/or use non-standard descriptions for items. When I questioned this practice some time ago in a telephone conversation the billing representative told me it they did that so that they could **** ******** more and make a profit. I have found that almost all DME providers follow similar practices to get around the ******** reimbursement schedules, assuming (correctly) that they will not be challenged for small amounts. The insurance companies will not chase down an $10 overcharge.Also, their website supply ordering system is very difficult to use and only lets one reorder some previously ordered supplies. Better to call and order over the phone.Review from Beth B.
1 star04/26/2022
I need to file a formal comaint. Please send me info on how to do this.I need to also point out the complaint process should be available on your website and as part of the patient materials.I received my cpap two weeks ago. 2 days after using it, I contacted you to set up changing the mask. Tae appointment was set for 3 days from when I called. You cancelled the appointment. The only available appointment was another 7 days out. That is/was 2 weeks after my initial visit and severely cut into the 30 day return time frame. I asked if there was any other option and you said, "no". I asked to be put on a waiting list and you did not have one.Now I am sitting g outside the office at van mall where the only one on duty is the *** She had to interrupt her appointment to answer the door.Sent from my ******** ******* Galaxy smartphoneSleep Technologies LTD Response
05/03/2022
I am very sorry to hear about your experience, ****. I appreciate you reaching out and am sorry to learn that our service has fallen short of the level you deserve.Sleep Technologies has several avenues a customer can file a complaint, provide comments and reach us for any service needs and is referenced on Sleep Technologies website under the Contact section. This section includes our phone number and an email address that complaints can be submitted. I see you had called in on 4/26/22 and one of Sleep Technologies representatives documented your complaint in our system. We apologize that your mask fit appointment was rescheduled by Sleep Technologies and apologize for the inconvenience. Please know that Sleep Technologies would have honored the 30-day mask return if your appointment would have gone beyond the 30 day mask return time frame since we are the one that rescheduled your appointment. I am happy to hear that our Vancouver clinician was able to assist you on 4/26/22 with your service needs. Please do not hesitate to contact **** at ************** should you have any questions or would like to discuss further.Review from Elaine L
3 stars05/18/2021
I obtained and was satisfied with sleep technologies service until I had paid my medicare portion of the machine. You pay a certain amount monthly plus supplies you order. After a year you & medicare have paid Off the machine. Around that time they sent a letter saying they had partnered with another billing system. Then the sales calls started to "remind" me to order supplies often. Some supplies are washable. Some I don't need as often. Then Billings, repeat Billings that I had called and gave info about the check being cashed...I provided the info from the bank, including cashed online check number, was told it's resolved unless they called me back right away. Now MONTHS later am billed again.
Customer Review Rating
Average of 6 Customer Reviews
Customer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.