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: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 ( ******************, 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. 
  

  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 ************** or email **************************

• 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 ********************** was 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. ***** by 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 ********************************** or call us at **************.

  Customer Answer

  Date: 12/20/2024

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

• 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 ************** or by email ************************************************************

  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,
  
  ******* *****

  

  Business Response

  Date: 12/16/2024

  We spoke with your doctor *** ordered 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. 

  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. 
  

   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. 
  

   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). 
  

   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. 
  

   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. 
  

   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. 
  

   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 ************** or by email ************************************************************

• 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.

• Initial Complaint

  Date:12/09/2022

  Type:Billing 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.

  When Snap Diagnostics initially contacted me to setup a testing procedure, I was informed by them that my insurance had approved the test, however they would need my credit card information, in case I did not return their equipment on time, also in case there was a co-pay. A number of weeks after the test was completed, I received notification of a Snap Diagnostics charge on my credit card (I had not received any prior notification regarding the charge). When I called to inquire about the charge, I was informed that the charge was my co-pay. I asked the representative for an invoice or statement for the charge; I was told they do not give out any invoice, statement, or receipt, and they do not have to give one, because I gave them authorization to bill my credit card. This sounded ridiculous, not getting any document showing the reason for the charge! After going back and forth with the representative on this topic for about 20 minutes, they said that they would talk to their manager and I was placed on hold; when they came back to the phone, they agreed to send me a statement.After viewing the statement, I found that the insurance did not cover any of the charge, and I was being charged the entire cost of the procedure.Why was I told that my insurance covered the testing?

  

  Business Response

  Date: 12/16/2022

  Thank you for speaking with our manager regarding your complaint. We hope that we were able to resolve your concerns. 
  

  As we discussed, during registration, our standard practice is to inform customers of the exact amount of their patient financial responsibility for the test. After testing has been completed, the patient responsibility is charged to the payment card on file and a receipt is sent to the email provided by the customer. 
  
  We looked into your case, and found that you were informed of your patient responsibility during your online registration, and again during your phone registration with our representative. You were also informed that your card on file would be charged after we released your test results and processed the insurance claim. Upon charging your card on file, a receipt for your payment was sent to your provided email address on 11/01/22. You should have also received an Explanation of Benefits (EOB) from your insurance company.
  

  If you have any further questions, please feel free to contact us at **************.

  Customer Answer

  Date: 12/25/2022

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

• Initial Complaint

  Date:10/13/2022

  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.

  My name is ***********************, birthdate is 08/28/1978. I recently had a sleep study test ordered by my Doctor. ********************** charged 275 dollars for the test. I wore the test for a few nights, 2 hours being the **** with issues every night with test, that I would remove. I sent test back believing it to be incomplete. I was charged the 275 dollars on October 13 2022. I reached out to them via phone on the same day. The lady said the test was complete because I wore the monitor for 290 minutes one night. I know this to be completely untrue. Might have been left on after taking off, but had so many problems I never kept it on. I want a full refund of my money for a test that was never completed.

  

  Business Response

  Date: 10/20/2022

  Thank you for sharing your experience with us. From your complaint and our follow-up call, we understand that during your two nights of testing, you didnt feel that you slept well. You signed the paperwork and returned the recording to Snap. You didnt indicate that you had any trouble sleeping during the test, nor that you would like to cancel the test. Therefore, once your test and paperwork arrived at Snap, they were processed as usual. Our lab analyzed the two night recording, and found sufficient data on the second night, which had 215 minutes (over 3.5 hours) of actual sleep time available. Our accredited sleep technician performed a full analysis of the recording, followed by a review and interpretation by a board certified sleep physician. From a technical standpoint, the data quality was excellent, and we would be happy to go over the full recording with you and/or your medical provider.
  
  As we discussed, we understand that you feel that the testing completed was not representative of your usual sleep. We hope that we were able to address your concern and that you are satisfied with the resolution. If you need any further assistance, please feel free to reach out to us, **************.

  Customer Answer

  Date: 10/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ******, the vice president, has went above and beyond to rectify situation. I wish to have any negative remarks from me to the better business bureau about snap diagnostics removed. Thank you
  
  Sincerely,
  
  ***********************