Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/02/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2025 I registered with SNAP Diagnostics for an at home sleep apnea test. They took my insurance information, and the representative on the telephone told me that based upon my insurance policy my co-pay would be $40. (However, since my out-of-pocket deductible for the year had already been met, it should have $0 out-of-pocket co-pay). Then in December 2025, SNAP Diagnostics charged my credit card for $70, which is $30 higher than the price they quoted me. Now, on February 02, 2026 I have received yet another bill from them, claiming I owe them another $173.00. I do not know what kind of unethical billing practices SNAP Diagnostics is using, but based on their having already lost a class action lawsuit for their fraudulent billing methods, this should have come as no surprise. Not only am I seeking for SNAP Diagnostics to remove this unscrupulous $173.00 charge from my account, but I am also seeking that they refund the $30 they overcharged me from the price I was quoted on the telephone.

  

  Business Response

  Date: 02/16/2026

  Thank you for bringing your concerns to our attention. We have attempted to reach you several times by phone. As we have been unable to connect, we are providing the following update regarding your account:

  Our records confirm that in October 2025 a quote of $70.00 was provided based on your insurance. We strictly honored that quote by charging only $70.00 to your credit card in December. We have no record of a $40.00 quote.
  

  The additional $173.00 bill you received in February was generated because your insurance provider unexpectedly denied coverage for the service. We disagree with their decision and are currently appealing the claim on your behalf.
  

  While we work to resolve the insurance claim, we have temporarily issued a $70.00 refund to your original payment method and the $173.00 balance has been waived from your account.
  

  If you have any questions, please contact us at REMOVEDor feel free to call our manager directly.

  Customer Answer

  Date: 02/17/2026

   
  Complaint: 24475896
  
  I am rejecting this response because:

  You state "Our records confirm that in October 2025 a quote of $70.00 was provided based on your insurance. We strictly honored that quote by charging only $70.00 to your credit card in December. We have no record of a $40.00 quote."
  I have included a transcript of the voicemails left to me by a representative of SNAP Diagnostics in which it is clearly stated that they did a "thorough investigation" and found that I was in fact quoted a lower price than what they charged me. 
  
  You state "While we work to resolve the insurance claim, we have temporarily issued a $70.00 refund to your original payment method and the $173.00 balance has been waived from your account."
  The voicemail I received states that I was to be refunded $70 and my balance zeroed. There were no "temporary" qualifiers or limitations set.
  
  Because of these mixed responses, I do not consider this matter fully or acceptably resolved. Because of this, I request to be mailed a written statement of resolution on company letterhead..
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 02/18/2026

  We have made several attempts to contact you directly to resolve these concerns, but we have not yet received a return call. Because this is a public forum, we are limited by privacy protocols to providing general responses regarding your account. We cannot provide an in-depth review of call recordings or insurance claim details in this space. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;">Our records confirm a quote of $70 from October 2025. We have no record of a $40 quote. However, to account for any genuine misunderstanding, we issued a refund for the quoted $70.00 (in addition to waiving the $173.00 balance) as a courtesy while we appeal the claim with your insurance. The term temporarily was used because we had not yet been able to speak with you directly to finalize the dispute; it was not intended to imply the refund would be reversed. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">If you wish to review the specific call recordings from October 2025 or the details of our internal investigation, we invite you to contact us directly. We are prepared to go through that documentation with you to clear up any questions. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">As requested, we will mail a formal statement to your address on file, confirming that your account currently holds a zero balance. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">While we are honoring your request for documentation, full and final closure requires a direct conversation. A public review is not a substitute for direct communication, and we remain available to speak with you once you return our calls.

  Customer Answer

  Date: 02/23/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a yr ago my MD ordered a sleep study and gave me the phone nbr to contact to setup. I spoke to a very pleasant SNAP customer service REMOVEDwho said and I quote; " I am going to tell you exactly how this all works; we will send you the equipment, you use the equipment, send it back to us in pREMOVEDaid shipping, we review the study and send the results to your doctor; the doctor will go over the results and THEN we will bill your insurance company; and just to have everything covered we will take a credit card in case its not covered.Huh? From the patient/consumer standpoint this business model is 100% backwards; checking with insurance should be the first action, not the last after its too late and the patient is responsible for charges that were not disclosed prior to completing the test.I soon thereafter received an EOB from my insurance company informing me the my plan was not participating/in-network with SNAP; thus the entire cost was my responsibility at $REMOVEDI am receiving invoices from SNAP due for $275.00.

  

  Business Response

  Date: 10/22/2025

  We appreciate you taking the time to share your concerns regarding the billing for your sleep study. Our records show that during your registration, we initially quoted your estimated cost as $275.00. After receiving the Explanation of Benefits (EOB) from your insurance plan, we communicated with you and, as an act of good faith, agreed to reduce your final balance to match the in-network amount your plan would have charged. This adjustment reduced your account balance from $275 to the current correct balance of $25. 
  

  We sincerely apologize that after this adjustment was made, you continued to receive invoices for the original $275 amount. This was due to an error in our automated billing system that failed to reflect the corrected, lower balance. 
  

  We have immediately corrected this error in our system. Your current and final balance due is $25. You should shortly receive a final, corrected invoice showing this proper $25 balance.
  

  Our manager has already reached out to you to ensure this is resolved quickly. If you have any further questions or concerns, please feel free to contact her directly.

  Customer Answer

  Date: 10/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My PCP referred for for an At-Home Sleep Study and Snap Diagnostics sent me an email where I put in all my info. The item was sent to my house and I did the sleep study at home. Some time later I received a bill for $243.00. I researched my two health insurances I have and discovered that my secondary health insurance claim was denied. When I spoke to my secondary health insurance, they told me they denied the claim because they never received a request for pre-authorization from Snap Diagnostics to get authorization for this at home sleep study. I submitted an appeal to my secondary health insurance ( REMOVED, my wife is the subscriber) which unfortunately was denied by them. When I called Snap Diagnostics and explained to them that I have two health insurances, the lady on the phone told me "we don't get pre-authorization from secondary insurances". I don't think it is my responsibility to make sure that Snap submits to the proper entities and I don't think I should be penalized for having health insurance coverage with two (2) plans.I would like to get this resolved amicably as I was diagnosed with Severe Sleep Apnea and will most likely look into using a CPAP Machine in the near future. Thank you.

  

  Business Response

  Date: 04/17/2025

  Thank you for bringing your concern to our attention. 
  

  We investigated this matter and found that your secondary insurance had mistakenly processed the claim as primary, which requires pre-authorization. We have since contacted your insurance provider, and they are now reprocessing the claim correctly as secondary, which does not require pre-authorization.
  

  Once the claim has been reprocessed and we receive the updated information, we will correct your bill to the final amount determined by your insurance coverage. With secondary insurance coverage, we anticipate no out-of-pocket cost for you. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;">We sincerely apologize for any inconvenience this caused and appreciate your patience as we work to resolve this for you. If you have any further questions or concerns, please feel free to contact us directly at REMOVED or email REMOVED

• Initial Complaint

  Date:12/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Snap Diagnostics quoted 5 to 7 business days for processing my sleep study analysis/report. I completed my sleep study and the sleep study machine was returned and delivered to Snap Diagnostics on or around November 15, 2024. Snap Diagnostics has confirmed receipt. It is now December 12, 2024 and customer service at REMOVEDwas unable to clearly articulate why the sleep study results are still pending. I am required to have the sleep study report completed before a sleep specialist appointment scheduled on January 7, 2025.I need Snap Diagnostics to complete the sleep study analysis and send the report to the prescribing sleep doctor, so that doctor can fax it to the sleep specialist I've been referred to for sleep surgery assessment.An acceptable resolution would be for Snap Diagnostics to complete the sleep study analysis immediately and to send the report to my prescribing doctor (Dr. REMOVEDby Friday, December 20, 2024.

  Customer Answer

  Date: 12/13/2024

  Snap Diagnostics has not provided a bill.  They do not send invoices and per customer service they will charge my credit card after they have completed service.

  

  Business Response

  Date: 12/18/2024

  Thank you for testing with Snap. As your insurance initially denied authorization, your test was placed on hold until we could speak with your provider about how to proceed. We apologize for the delay this caused. Your results are ready and were sent to your doctor on December 13th, 2024, in advance of your scheduled appointment.
  
  If you have any further questions, please dont hesitate to email our support team at REMOVEDor call us at REMOVED.

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did a home sleep study. Most of the results deemed unusable without a reason why. No retest offered and yet charge full price for a test that told the doctor nothing.I would like to not have to pay the outstanding balance and the company to be required to give a reason for thrown out results or offer a second test if there test did not work. I followed all instructions and did as told.

  

  Business Response

  Date: 12/06/2024

  Thank you for testing with Snap. Customer satisfaction is very important to us, and we would like the opportunity to discuss your concern and see how we can resolve it. 

  As background, our lab recommends testing for a full 6 hours of sleep and for up to three nights to collect as much data as possible. However, this is not a firm requirement. Ultimately, it is up to the person testing to decide how much data they are able to collect. 

   Our records show that you tested with us for two nights in June of 2023, over a year and a half ago. While you did not test for the full amount of time recommended, you did record a sufficient number of hours for our lab to make an analysis and report the results to your physician. We would like to speak with you to understand why you believe that the results are unusable. In addition, the total bill that you received from Snap Diagnostics for your sleep study is significantly less than the disputed amount you have listed. 

   In general, if a patient or their physician feels that the test result is inconclusive, we are always willing to allow additional data collection or to repeat the study. However, here the test occurred about a year and a half ago. Given that all requirements were met in the original study and given how much time has passed, your insurance would not consider this as additional data collection nor as a retest. 

   Medical orders are only valid for 6 months to one year, depending on insurance. To test you again at this point in time, we would need to get a new medical order from your physician as well as your updated insurance information. 

   Our manager has made two attempts to reach you. Please feel free to call her directly. You may also contact our support team anytime by phone REMOVEDor by email REMOVED

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22615812
  
  I am rejecting this response because: The doctor stated the information provided was not adequate and many hours were of the sleep study not included in the report. No reason was given for the hours not included. Please pull up your report as your response does not seem to acknowledge this problem.

  I don't know what world you live in but in my world because of out of pocket and deductibles and the cost of just having insurance- it is difficult for me to pay large amounts of money for tests that physicians cannot use. My husband was also charged for a test from your company that his physician could not use. 

  I do not want to be retested. I was hoping you made a mistake in billing for unusable test results. I would like the remaining charges dropped. 

  I have given up on seeking help to get better sleep because of the costs of seeking help and getting tests that were useless. I don't work because of sleep and pain issues.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 12/16/2024

  We spoke with your doctor REMOVEDordered the test and understand that she is satisfied with the results. She believes that you may have spoken with a different sleep doctor and that there may be a misunderstanding. Our manager has made several attempts to reach you. We would like to resolve any misunderstanding or concern you or the sleep doctor may have. 

  REMOVEDrem; -webkit-text-size-adjust: 100%;">Your report shows 360 minutes of Total Recording Time over two nights and 150 minutes of Analyzed Sleep Time. We would be happy to review the 360 minutes of recorded data with you and detail how the 150 minutes of Analyzed Sleep Time were selected. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">To give you a general explanation, we recommend testing for up to three nights in order to ensure that we have a good quality, representative sample. However, insurance companies have set guidelines on how many nights are covered based upon certain criteria, and our lab must follow these guidelines in determining how many nights to process. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">Typically, insurance will cover only one night unless certain criteria are met. Our laboratory reviews the sleep data from all nights collected (Total Recording Time) and selects the night with the highest quality data for the analysis report (the sleep time from this night is reported as the Analyzed Sleep Time). A second or third night report would be released only if data from another night provides additional clinically necessary information (for example, if the nights are significantly different). 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">In your case, our accredited sleep technician reviewed the data of two recorded nights and concluded that the results were similar on both nights tested. The night with the highest quality data was selected for manual scoring by the sleep technician and released. Please note that releasing additional nights would have required the performance of additional manual scoring, without meeting your insurance plans criteria for coverage. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">The bill that you received from Snap Diagnostics for your sleep study is significantly less than the disputed amount you have listed. The BBB complaint file states that the amount you are disputing is $1,000. The bill that was mailed to you is for a total amount of $212.85. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">Regarding your husband, we do not have record of any patient by the spouse name provided on your paperwork. We believe that either we have the incorrect name, or that your husband may have tested with a different home sleep testing service. If you are sure that he tested with Snap Diagnostics, please provide us with his full name so that we may locate his record and assess his test results. 
  

  REMOVEDrem; -webkit-text-size-adjust: 100%;"> REMOVEDrem; -webkit-text-size-adjust: 100%;">Again, we would like to speak with you. Our manager has made several attempts to reach you. Please feel free to call her directly. You may also contact our support team anytime by phone REMOVEDor by email REMOVED

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a neurologist and he signed me up for a home sleep study with snap diagnostic. I received the test and used it like I was instructed, but my doctor said the results was not clear and couldn't be read. I called snap diagnostic and asked them to stop charging me for the test because my doctor said it was not clear. Snap diagnostic refused to stop billing me and give me a refund because they said the result are clear

  

  Business Response

  Date: 04/03/2024

  Thank you for submitting your concern. Our records show that you spoke with our manager in February, and given the circumstances we agreed not to charge you for the test. However, we found that our billing system continued to charge you monthly payments by mistake. We appreciate that you have alerted us to this error, and we are investigating how it occurred. We have refunded the total amount charged, and offer our sincere apologies.

  

  Business Response

  Date: 04/03/2024

  Thank you for submitting your concern. Our records show that you spoke with our manager in February, and given the circumstances we agreed not to charge you for the test. However, we found that our billing system continued to charge you monthly payments by mistake. We appreciate that you have alerted us to this error, and we are investigating how it occurred. We have refunded the total amount charged, and offer our sincere apologies.

  

  Business Response

  Date: 04/03/2024

  Thank you for submitting your concern. Our records show that you spoke with our manager in February, and given the circumstances we agreed not to charge you for the test. However, we found that our billing system continued to charge you monthly payments by mistake. We appreciate that you have alerted us to this error, and we are investigating how it occurred. We have refunded the total amount charged, and offer our sincere apologies.