Business ProfileforSleepQuest, Inc.

Our billing manager spoke to the patient at 5:15pm yesterday, and believe this patient posted this to BBB prior to speaking with me. When she spoke to the patient everything was taken care of and no mention in regards to BBB complaint submitted. Please note that the equipment setup has not been billed to insurance and the referral was processed as self-pay / out of pocket as requested. The original estimate provided on 10/26/2023 to the patient was created with the understanding a claim would be submitted to the insurance for processing. Financial Estimates are sent out prior to delivery of equipment.  Our records do not indicate a separate link was provided with additional pricing information. After the estimate form was signed and the patient expressed the possibility of paying out of pocket, that is when the patient was informed they could go online and add items to the cart to get an out of pocket estimate and they could proceed with upfront payment for the self-pay / out-of-pocket equipment by checking out through the online store. Our online self-pay store lists what is included with a device and notes that a mask is a separate cost from the device.

A statement was mailed to the patient in early January which listed the amount for the equipment provided. That amount was less than the original estimate provided, reviewed, and signed by the patient. The mailed statement provided a date the card on file would be charged and unfortunately,it did not go through.

On 02/27/2024 The patient spoke directly with our Billing Manager and the billing concern has been resolved. We appreciate your feedback and will use this information to better serve our patients in the future.

Sleep Well, Live Well
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Billing Manager/Credentialing Administrator