ComplaintsforSleep Technologies LTD

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had continual issues with Sleep Technologies ever since my insurance forced me to use them for my C-PAP equipment. Before my first appointment I had to have multiple conversations because they kept misquoting the cost of my equipment and kept trying to charge for things my insurance was covering because I had already met my max out-of-pocket. The first time I had to re-order supplies it took almost three weeks to be delivered and the order was a completely different mask. It took multiple phone calls over several weeks to get them to submit my compliance information to my insurance so my C-PAP could be purchased in a year where Id hit my max out-of-pocket. And when my insurance changed at the beginning of this year, it took them 6 weeks to figure out they didnt accept my insurance. This is after I called IN DECEMBER, two weeks before January 1 and informed them of the insurance change, which they said was not an issue because they did accepted my insurance. I was told this initially in December, again in January when I had to call in about ANOTHER issue, and in February when I had to re-order supplies. They continued to bill insurance from the previous year even though they had been informed multiple times that it was no longer active. And now theyre sending me bills for services I didnt ask for that they chose to bill incorrectly to a discontinued insurance. At this point, its abusive and fraudulent. Its been constant errors, miscommunications, and misinformation from the start with Sleep Technologies, and I truly have no idea how theyre in business. I hope the State follows up on all the complaints they are receiving, because the volume of complaints online makes it clear this is intentional.

  Business response

  02/29/2024

  In response to ***************************:
  
  Sleep Technologies is sorry to hear the patient felt forced by the insurance company to accept services. At the time, the insurance company was in network with other DME companies in the area. In future we recommend the patient contact the insurance company for a full list of in-network providers.
  
  Upon receipt of the order from the patients providers office on 10/3/23, the only insurance information listed was a commercial plan that was inactive. The patient did inform us that they opted to utilize the changed insruance benefits and we contacted the company to verify benefits the same day. We were advised the benefits were not active 10/5/2023. The patient informed us the next day they called to reverify/ activate the plan. Upon confirmation the same day, 10/6/2023, the orders insurance verification was completed and the patient was contacted shortly after, 10/10/2023, to scheduled their appointment for 10/13/2023.
  
  During the scheduling call we advised their insurance plan,deductible total and remaining, coinsurance, out of pocket ***imum (OOP ***)total and remaining, as well the rent-to-purchase 6-month agreement. At the time of service, 10/13/2023, the patient reaffirmed they had met their OOP ***,we made a quick correction to the Patient Responsibility Quote that explains their short term and long term costs of the device including the rent-to-purchase agreement, deductible, and coinsurance, by hand writing and signing that the patient had met their OOP *** and Sleep Technologies will not be collecting any balance today.
  
  According to our records, the patient had left the office with a N30i mask at the time of the setup and therefore upon reordering, we sent N30i cushions on 11/3/23. When the patient called back and explained these were the wrong cushions and wanted the P30i style, we shipped them the same day, 11/16/23, with a return mailer so the previous cushions can be returned.Of the 10 cushions sent to the patient in 11/2023, the insurance was only charge for 5. Were sorry you were shipped the incorrect cushions and made every effort to correct this understandable error.
  
  As for the compliance information, everything was obtained 11/14/23 and the patient did demonstrate they were compliant. Our records show the patient was advised at the time of the scheduling call this was a 6 month rent-to-purchase agreement, they then signed the Patient Responsibility Quote they understood this at the time of service. The rent-to-purchase period is determined by insurance and not Sleep Technologies. Therefore, we could not bill a purchase claim to the insurance in 2023 as that would be shy of the 6-months determined by the insurance company. We billed a rental claim each month the patient has the device (10/2023, 11/2023, 12/2023, 1/2023). The 6 months would include 10/2023, 11/2023, 12/2023, 1/2024, 2/2024, and 3/2024. If the patient chooses and would like to stop future billing, they may return the device at any time and the billing will be stopped effective the date its returned.
  
  Our staff does make errors occasionally, as any human being does, and Im sorry the patient was told the current insurance plan is both in and out of network. To confirm, we are out of network with this plan and this plan does not have out of network benefits. Because of this, any continued services (such as the monthly rental) will be billed to the patient directly. At any time, the patient has access to call the insurance company directly and verify if a service provider is in or out of network as well. Again, the patient is more than welcome to return the device to stop billing effective the date of the return.
  
  The patient did call Sleep Technologies in 12/2023 to advise they have different insurance starting January. However, they did not provide the plan details such as the policy name or number until 1/29. On 1/8 Sleep Technologies called to obtain the information, the patient still had not received their card with policy information and we attempted to arrange a later call with the patient, 1/22, 1/24, and 1/29 the patient did not answer our calls regarding a mask fitting appointment requested by their providers office where we would have updated the insurance at that time.
  
  We are sorry to hear you felt we did not meet your expectations. In good faith, we have tried to be as transparent as possible. We do recommend if the patient would like to stop being billed for the monthly rental, to return the device to any of our convenient locations. 

  Customer response

  02/29/2024

   
  Complaint: 21363048
  
  I am rejecting this response because:

  Once again, the information provided by Sleep Technologies is inaccurate, and their statements are a gross misrepresentation of what has occurred. In October of 2023, they were informed that my commercial insurance was transitioning to *****. The insurance was never inactive as they claim, and they are well aware of that. While it did take a few days for the ***** administrator to update the information, there was no lapse in coverage and I never changed insurances. I even provided reference information showing that the ***** payment had been made during this time to prove that the insurance was active. I NEVER informed anyone at Sleep Technologies that I was utilizing the changed insurance benefits, and I am shocked that they would make such a false claim. There was no insurance change during the month of October 2023, and I have the documentation to prove it.

  The statement that I left their office using an N30i mask cushion is also inaccurate. From the beginning, I have been using a small P30i mask cushion. I have NEVER used a N30i cushion. In fact, during my mask fitting the N30i cushion was ruled out because I could not get a good seal with it. A small N30i cushion was included in the starter kit for my equipment - along with a medium and a small wide version of the P30i cushions. But it was never the cushion I used because it did not seal for me. Thats why I was using a P30i cushion. Furthermore, when I called to re-order supplies, I specifically requested P30i cushion replacements, and was told by their employee that I would receive a total of five P30i mask cushions in the mail. However, when the shipment arrived, it contained only four N30i cushions (even though the packing slip said there should be five cushions) - so not only did I receive the wrong equipment, they sent the wrong number of cushions. When I called to explain what had happened, I told Sleep Technologies that only four N30i cushions were in the package I was sent instead of the five they had billed my insurance for, because I was worried there would be an issue when I sent the cushions back as the number I was sent did not match the number on the packing slip. I was told these errors "happen from time to time" and that I "should not worry about." So, in total, I was sent nine cushions - four of the wrong kind (N30i) and five of the correct kind (P30i) after the error was reported to them directly. There was no reason for my insurance to be billed for more than the five P30i cushions that I requested, because the four N30i cushions that they sent to me in error were returned to them. It's concerning that they chose to leave these details out of their response.

  As Sleep Technologies is aware, my previous insurance did initially request 6-month rental period before purchasing the machine outright. However, they failed to mention that my previous insurance confirmed they would purchase the equipment at an earlier date if Sleep Technologies would provide the compliance information. I called several times in December asking Sleep Technologies to submit the purchase request for the equipment, and was told they had done so. They never informed me that this was not completed correctly, and I am just now finding out two months later that they did not do what they said they would. They never informed me - the patient, who they are now billing - about this situation. Nor did they ever tell me they would be billing me a rental fee for ******* and February. They could easily have done so on any one of the dozen phone calls I had with them. It is absolutely unacceptable that it took a BBB complaint to be given this information.
  
  Again, the information Sleep Technologies provided concerning my insurance change at the beginning of the year is inaccurate. I had multiple phone calls with Sleep Technology staff members about the mask fitting order from my previous doctor. During these calls, Sleep Technologies was informed AGAIN that my insurance had changed and that I would have to establish with a new in-network provider before a mask fitting could be scheduled. They are correct, I did not have a new insurance card until the end of *******. However, I was told by multiple employees at Sleep Technologies that my new insurance was in-network and there would be no problem. This is why I started calling about the insurance change in December, because I was worried that there would be an issue with the machine. I would have returned the equipment immediately had I known they had failed to complete the purchase request and that they were out-of-network. I was not given any of this information until February of 2024. That is totally unacceptable. I did everything within my power to make sure thing were done correctly, and at every turn Sleep Technologies has failed to do the same.
  
  As Sleep Technologies has chosen to provide inaccurate information and chosen not to address the concerns that have been raised, I have no choice but to reject their response. Until such time as they choose to respond truthfully to this situation and to properly address the issues that have been identified on multiple occasions - both directly to them and here in my BBB complaint - there can be no resolution. 

  Business response

  03/20/2024

  In response to ***************************,
  
  All information reported is as shown in the patients account with the Company.
  
  As indicated in our previous response, of the 10 cushions sent to the patient in 11/2023, the insurance was only charge for 5. Were sorry you were shipped the incorrect cushions and made every effort to correct this understandable error. The additional incorrect cushions were not billed to the insurance or to the patient directly, the return was accepted. We had listened to all recorded calls and show no records of the terms, happen from time to time or, should not worry about it utilized. Were sorry the patient feels this has been a misrepresentation of the transactions between her and the Company. It is the patients responsibility to discern what insurance the patient would like to obtain and retain. While we attempt to provide service to the best of our abilities, including insurance benefit transparency, it is the patients responsibility to call their insurance and verify if a company the patient is working with is in or out of network.
  
  We have reviewed and called the insurance held from 12/1/23 12/31/23 to verify if we are able to submit as a purchase for the device during the month of December, 2023. After validating this was an eligible service with the compliance usage of the device we are submitting a corrective bill. This could take up to ***** business days for the insurance to verify if theyre able to accept and make payment to purchase the device. If this correction is accepted by insurance, the account would be dissolved of any payments submitted 1/1/24 current. Thank you for bringing this information forward and we hope this is resolved as soon as possible. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a bill from Sleep Technologies toward the end of August 2023. The bill seemed a bit high, $74.25, but I paid it without research. Then I received another bill from Sleep Technologies showing date mailed as 9/22/23. This bill was for $148.50, and showed it was for my **** rental. Previous charges for rental were $19.06. So I did some research. As it turns out Sleep Technologies was charging my insurance company in 2 different ways for the same thing, that being the monthly **** rental fee. "Sleep Technologies" was charging my insurance as "in network", and my in network deductible has been satisfied, so my co-insurance for the **** machine is just $19.06. But this new bill was from "Sleep Technologies LTD" and they are billing as "out of network". My out of network deductible is not satisfied, therefore I am charged $74.25. This new bill was for 2 months, thus $148.50. This company, Sleep Technologies, cannot be both in network with my health insurance and also out of network. I called Sleep Technologies on 10/9/23 and spoke to ******. I explained the problem to her. It took several minutes to explain because it is somewhat complex, but she told me she would send the issue to the billing department for correction. On approximately November 4th 2023 I received another bill from Sleep Technologies LTD, this one for $182.56. This bill includes the $148.50 from the first bill, a new charge of $19.06 and a $15.00 late fee. I tried calling them again, but their phone system is down (?). I need to have this billing corrected. Including a credit for the $74.25 that I paid in error on 9/14/23. What Sleep Technologies is doing with there billing may be illegal, and it is certainly unethical.

  Business response

  11/14/2023

  In response to the complaint filed by ***********************:

  
  Sleep Technologies called the insurance company upon receiving this message. We confirmed there was a claim submission error and have resubmitted the claims for all dates of service needing correction. The insurance company assured us they will review and send a response within ***** days. We will make every effort to push for a sooner resolution with the insurance company. Once the claims have been processed and if any money is due, the refund will be submitted to you via check. Additionally,the $15.00 late fee is waved.

  Customer response

  11/14/2023

   
  Complaint: 20845037
  
  I am rejecting this response because:
  While I appreciate that Sleep Technologies has stated that they contacted my insurance company, I do not trust that they actually have done so. This is because I had already been told that they would contact my insurance company over a month ago. They have misled me in the past, why would I believe them now? I will await the reversal of the charges through my insurance company and the refund from Sleep Technologies before I can state that this issue is resolved.

  
  Sincerely,
  
  ***********************

  Customer response

  12/07/2023

  On December 4th I received a new bill in the mail from Sleep Technologies. This new bill is for $201.62. While it shows the current due as $19.06, which is the correct amount owed for cpap rental, the ******************* shows past due amounts totaling $167.56. There is no mention in this invoice of the $74.25 over payment I made in August. Sleep Technologies continues to bill my insurance company as both in network and out of network for the exact same thing, which is rental for my cpap machine. Nothing has changed, in spite of their promise to fix their billing error.

  Business response

  12/19/2023

  In response to ***********************,
  
  We have re-submitted the claims as mentioned in previous messages. Our team called to follow up with the progress regarding the resubmission on Monday, 12/18 (call reference number ********** per ********* and *****) as it is within the ****-day range they originally quoted us. The insurance company is still reviewing the claims and advised the process can take up to 60 days. We will be able to adjust your financial statements once the claim has been processed by your insurance company. We have and will continue to wave any late fees during this time. Our system automatically sends the billed statement to the patients and I apologize we did not catch retracting your mailed billed statement this month as we are continuing to work to resolve this these claims.

  Customer response

  12/19/2023

   
  Complaint: 20845037
  
  Thank you for your reply. I will wait for the correction to my billing. If the billing is corrected, then I will add a message to my complaint and close the issue with BBB.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 5, 2023 I placed an order by phone for MW nasal cushions. On May 15, 2023 I received a package containing Medium nasal pillows. On May 15, 2023 I phoned and spoke with a man and explained that I had received the wrong items. He apologized and said he would immediately put in an order to send me the correct items. On June 2, 2023, having not heard anything more and still not having received the replacement items I phoned and spoke with **** who informed me that there was no record of me calling on May 15, 2023 and that there was no order for replacement supplies made on May 15, 2023. **** told me that she had contacted the warehouse and that they would be sending the correct items with one day shipping to me. Now it is 5 days later and I still have not received my items nor has anyone contacted me. I am very dissapointed that after placing my order over a month ago I have still not received my supplies that are a medical neccessity for me. Sleep Technologies has already received payment from ******** for these items so I cannot order these items elsewhere and have ******** pay for them.

  Business response

  06/09/2023

  In response to the complaint filed by **************************
  The patient returned our call on 5/5/23 and spoke with our company representative regarding ordering supplies and other account matters.During this call, our representative did confirm MW (medium wide) cushions were to be ordered and sent the patients shipping address. It was identified that the order was submitted incorrectly by our team and medium cushions were sent instead. Correction and retraining with that staff member took place 6/8/23 after review of this complaint. Upon receiving the incorrect supplies, we do not have a record of any inbound calls on 5/15/23 associated with the patient account phone number. However, our records do indicate the received call on Friday, 6/2/23 and supplies were promptly sent the following business day, Monday, 6/5/23 at 12:47pm. Our records also show the patient received these products Thursday, 6/8/23 at ****am. Included in the package is a return mailer for original incorrect supplies to avoid over-billing insurance for received products and consequently any further disruption to the patients account or service. We apologize for any inconvenience this has caused the patient. We have taken the appropriate steps to resolve the account and staff training to ensure this does not happen in future.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sleep Technologies provided a **** machine and equipment to me, however they billed me and my insurance company for several pieces that were not provided (or needed). They also stalled the bill until the 2023 health insurance year which altered the cost. A cost I did not initially agree to. I returned all the equipment to their office on *** 11 2023. When I dropped off the equipment the assistant tried to get me to sign a form stating that I was picking equipment up, I declined to sign the document. I contacted Ethics Point as advised by Pacific Source (Health Ins) to advise of incorrect billing. Ethics point advised me Sleep Technologies has closed the claim. Sleep Technologies made a claim on my health insurance again on 2/3/23 for equipment I do not have. When I called I spoke with **** and he advised it was an error and I would not receive any further bills. Yesterday I received a bill from Sleep Technologies for $567.45 for the equipment that I do not have. The attached note from Sleep Technologies stating I returned the **** machine does not state that I returned everything that was shipped to me and charged to myself and my health insurance company. Referring to the attached document Scan 2 & 3, you will note there is no humidifier or heating tube on the delivery ticket. However the claim to myself and my insurance company includes these items. (Refer *** claim #3 attached. Items ****************** Sleep Technologies continues to make claims. (Refer Feb claim & Mar claim Documents attached.)

  Business response

  03/29/2023

  In response to ******************** complaint:
  
  A submission was sent to your insurance because you were sent the equipment 11/2023. Between phone and email it was identified the setup was scheduled 1/2023, at that time, insurance was billed. We have found in our notes that one of our billers had added these two codes (humidifier and heated tubing) to the order. These two items ship with C*** orders and your statement has been noted. We also have a record of 1/11/2023 of your return.
  
  Invoices for February and March are for supplies billed on cycle for what was dispensed to you. DME providers are allowed to bill at time of service for the unit rented and supplies. These policies are setup by insurance to ensure DME companies are reimbursed for their time, effort, services, and resources provided to setup a patient that *** not complete therapy. You *** confirm with your insurance provider that yes, we can bill the unit and 3-months supplies. No additional bills were sent for the *** rental beyond the returned date. The $567.45 was your portion owing for the submission to the insurance.To confirm the insurance company has not paid a single amount to date. They have paid $0.00 as of today. You are not being continuously billed but you are receiving continuous calls for outstanding balance. After the claim submitted and processed, the insurance company rolled over to your deductible, no payments were sent to Sleep Technologies.
  
  Im not sure why you would have received a used unit and I have gone to our warehouse to review the unit. It does appear to be a demonstration unit of ours. I have spoken to our warehouse shipper regarding procedures,and this has been rectified to ensure this does not happen again. I have received the attached and have investigated all matters. I have reviewed the full account and have addressed all concerns.
  
  We apologize this has taken us so long to meet your expectations. In summary no extra billing was billed to your insurance. We will go ahead an write off the balance and close out the account.

  Customer response

  04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  The device was not a warehouse model as claimed by Sleep Technologies. The previous owners details were attached to the bag.  (See attached)

  As Sleep Technologies made claims to my insurance company on Feb 3 and Mar 3,(See attached) I delayed accepting this resolution

  to ascertain if a claim would be made in April. So far it seems no claim has been made.

  I also called the billing department of Sleep Technologies to confirm my account had been adjusted to reflect a zero balance.  After

  the months of dealing with this company, I had little reason to believe the noted action would actually take place.

  Though I disagree with several statements made by Sleep Technologies I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I use a CPAP machine to control my Sleep Apnea. My machine is provided and serviced by Sleep Technologies LTD. On Monday, January 30, I called the office in ********, ******. My machine was making weird noises, and i called to have the machine served or replaced. The receptionist said that a scheduler would call that day. By Thursday, February 2, no one had called, so I called them again. I was assured once more that a scheduler would call that day. It is now Friday, February 3 and i still have not received a call. The noises from my machine are getting worse. It is driving my wife crazy and is making me very nervous that something terrible may happen. All I want is a response and an appointment to either have my machine fixed or to buy a new one.

  Business response

  02/13/2023

  In response to the complaint filed by **************************

  
  The patient called and spoke with our company representatives regarding his device functionality. During this call, the patient was walked through a series of troubleshooting steps to attempt to resolve the issue same day. It was identified that the patients device did require an appointment in person. They were scheduled at our earliest available time; seen 2/11/2023. It was identified likely the motor is going out due to the treatment of the device. The patient was walked through a series of reeducation in hopes to reduce further impact on the machine. Upon finishing the appointment, he was advised to obtain a new Rx for a replacement. The clinician communicated this to the staff to ensure referral completion is met with no delay.
  Thank you.

  Customer response

  02/16/2023

   
  Complaint: 19328022
  
  I am rejecting this response because: After two telephone calls, one in-person visit and an e-mail, that all began on January 30, they finally called back and said I could go to their ********* office 26 miles one way.  The ****************** is less that 4 miles, and if they had called back on January 30, i could have gotten an appointment there. Secondly, I did not mistreat the device.  It has never been dropped, bumped, step on, sat on, or any other way misused.  The agent I spoke with in ********* did not have to reeducate me.  In fact, she plugged the machine in, said the motor was shot, and was surprised that it lasted as long as it did.  My doctor says they will have the prescription sent by the end of day February 17.  My primary physician is on vacation so it has taken a bit longer to get the prescription faxed.  Sleep Technologies continues to put their problems on my shoulders.  They should admit their shortcomings and get me a replacement machine as soon as they receive the fax.
  
  Sincerely,
  
  *************************

  Customer response

  02/23/2023

  When my doctor sent a prescription for a replacement BiPapp, they were told they needed a special form provided by Sleep technologies.  The last I heard they were still waiting for the form.

  Business response

  03/06/2023

  In response to the complain filed by *************************,
  
  Sleep Technologies did submit a prescription to the providers office that was not completed to meet insurance requirements for a replacement device. Furthermore, Insurance requires we have chart notes from a visit within the last 6-months to replace the machine, showing use and benefits of therapy. Through multiple attempts we have yet to obtain this record from the patients providers office. Lastly, a prior authorization will be required by the insurance company once all documentation is on file. Insurance advises the process can take up to 15-days for them to approve. Without the proper documentation, we are unable to submit the prior authorization request. We continue to reach out to the providers office to obtain such documentation to resolve this as soon as we are able.

  Customer response

  03/10/2023

   
  Complaint: 19328022
  
  I am rejecting this response because:  we are not trying to go through the insurance company.  We would like to purchase a machine.  ASAP!!!
  
  Sincerely,
  
  *************************

  Business response

  03/17/2023

  In response to the complaint filed by *************************,

  
  
  Sleep Technologies did offer out-of-pocket pricing to the patient.It was determined the patient would like to bill through insurance and is scheduled for a replacement device on 3/22/23. 

  Customer response

  03/24/2023

   
  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

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My physician sent me to this company to get a C-Pap machine. The company stated the only way ******** will pay is via rental until paid off and that has to be on an auto pay. I thought I had paid it off after a year, but I received notice of auto payments to be withdrawn from my credit card with no explanation of why, just DreamStation. Two payments were taken in auto pay each in the amount of $37.43 on 4/21/22 and on 5/22/22. I called for explanation (to the ***********) and was told these were my final rental payments following my deductible. I disagreed but the amount was not worth the trouble to dispute and it was confusing. A month or two back I received an automated call from the company then transferred to a person saying I now qualified for, and my insurance would now pay for, new supplies, filters, mask and hose. I agreed they could send new parts. Last week I received another notification with no explanation that auto-pay would charge my account $74.86 on 7/21/22. I called for explanation, refused to talk to the *********** and finally got through to a manager in ******. They were confused but went to work and called me back to finally state that this was for the supplies / parts I had ordered. I objected as I only ordered these as I was told they were fully covered by insurance. She admitted that was their mistake between shipping and billing and she would send it up to management for review. I got a call back from a rude tough guy named ******* in the *********** but asked if I could call back. When I called I got message on an answering machine for *******************, not Sleep Technologies. ******* called me back, and said the payment that was coming due was for my last two rental payments per my deductible and that the payments from before were for parts/supplies I ordered. I believe this company is involved in fraudulent billing practices preying upon senior citizens. They make computer calls to patients then send bills without explanation.

  Business response

  07/27/2022

  
  
  Thank you for your detailed account of your experience with Sleep Technologies. We are sorry to hear your interactions with our staff caused an inconvenience and did not meet your expectations.
  
  To address your concerns, ********* not Sleep Technologies,does require all PAP devices are contracted at a 13-month rent-to-purchase conversion. Additionally, our company policy does ask all patients sign up with our autopay system to ensure claim payment, much the same as you would find with most medical facilities. Patients can discontinue our auto pay system at any time by contacting us via phone *************) or email at ****************************************************
  
  Our team is aware of the lack of detailed itemization of charges listed on our invoices and are looking to find a solution to create more transparency with our patients. The received invoicing by the patient does show dates to related charges. We ask for patience and understanding with our patients as claims submitted to their primary and secondary insurance can cause a delay in reaching the patient in the form of an invoice or EOB (explanation of benefits) upwards of 1-2 months.
  
  Additionally, training, and one-on-one discussions have taken place with the team and person responsible for misquoting youve reached your deductible at time of service for supplies. In recognition of this we were able to dissolve your $74.86 balance to your account on 7/15/2022. You were informed of this during the phone conversation the same day with the local Branch Manager, ******************************* and provided a letter confirming this via email on 7/19/2022.
  
  Again, we appreciate you bringing your experience to our attention and allowing us the opportunity to resolve these matters with you directly. We hope you find your services with our company more satisfactory in the future.

*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. ↩