ComplaintsforSound Oxygen Service LLC

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My insurance changed 7/31/2023 and I updated it that day with Sound Oxygen. My CPAP resupply with Sound Oxygen went through fine in August 2023 and was billed to my insurance, Regence Blueshield without any issues. Since then I had a re-supply on 11/26/2023 that has not been properly submitted to Regence and I keep getting invoices with automatic payment deadlines only about a week away. Each time I call the billing department at Sound Oxygen, confirm that they have the correct insurance information for me, which they do, and they tell me they will re-submit the claims to Regence. I call Regence and they tell me they have nothing pending from Sound Oxygen and the claims must be being submitted incorrected.I've spent hours on hold calling the billing **** at Sound Oxygen multiple times and getting nowhere. Many times I reach someone who tells me incorrectly that they're billing me because my insurance only covers 70%, but that isnt true and the Explanation of Benefits for the successful resupply in August shows that.I'm getting super frustrated at spending time on the phone every week trying to get this resolved and no one at Sound Oxygen seems to be able to identify or correct the issue with claims processing.I've attached the *** from the successful claim in August and a couple example invoices of the kind I'm receiving every week or two for items that should be sent to insurance and fully covered but for some reason are not.

  Business response

  01/09/2024

  We apologize for any inconvenience, we have upper management reviewing this account and will contact once completed.

  Customer response

  01/16/2024

  I'm still waiting for a resolution. The only response from the business is that they are looking at it, which is the same as what they have told me on the phone.

  Business response

  01/31/2024

  Per our billing department - insurance plan was updated within company's system and has been rebilled to updated plan.

  Customer response

  01/31/2024

   
  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

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 30, 2023, I received a **** machine from Sound Oxygen's ******** office. Also known as ************ (***** ************************************************************************) After using the machine for three nights, I was having trouble sleeping with the mask they provided me. I talked to ************************* on September 6, 2023 and ordered a different style mask. I was told that within the first thirty days you can change the style of mask if you are not satisfied with the original. Four phone calls later in the month of September I had not received the new mask. On October 2, 2023 I returned the **** machine to the ******** office. On October 3, 2023 I received an invoice from Sound Oxygen through email for $15.19. On October 4, 2023, I called Sound Oxygen's home office and told them I had returned the **** machine. They told me that I had used the machine on October 3, 2023, which was impossible since I had already returned it. On the October 4th phone call I was transferred to billing and **** in billing told me I would not be charged for the invoice from October 3rd. On October 12th I was charged for the October 3rd invoice. On October 5, 2023 the mask I had ordered arrived at my house. I returned the mask to the ******** office on October 12, 2023 and they never gave me credit for it. They are now charging me $21.80 for the new mask due on November 2, 2023. I called their home office October 24, 2023 and talked to **** in billing. He is insinuating that I am lying about returning the mask. I also requested that they not send me any more supplies. I would be on video showing me returning the mask on October 12, 2023 between 12 pm and 1pm at their ******** office.

  Business response

  11/01/2023

  Good afternoon, 

  We will have the account reviewed by our billing department and will reach out to the patient as soon as possible. 

  Thank you. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cpap date of service was 5/15/23. Bill for $7.88 was mailed on 5/19/23. **** was received by **** on 5/27/23. Credit card was charged on 5/29/23. I have insurance coverage with a secondary that pays in full after deductible was met in 2/20/23and in fact paid for the 3/2023 charge of $7.88. Neither my primary nor my secondary insurance had time to respond to charges foe the 5/23 bill before I was charged. I want a refund and I want a supervisor in billing to call me. I do have an outstanding charge from January that Ive been tryed to pay 6 times since March but am not allowed to do si because, even though I have an eob from 3/23 from my secondary insurance showing Ill owe the money for deductible, this company says they never got an eob and cant take a copy of my eob and Im not allowed to pay until they get a copy from my secondary. So theyre charging me for money I dont owe and NOT allowing me to pay the money I do owe. This is just crazy and has cost me literally hours of my own time at $50/hour, so now they need to pay me for the time spent on their mistakes.

  Business response

  06/07/2023

  We apologize for any inconvenience and have management reviewing this account and a supervisor will be in contact with the patient.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company has deceptive billing practices and terrible customer **********************. They're billing for equipment after the equipment was turned in. Equipment was turned in 4/21/23 then they charged our credit card another $179 on 4/22/23. They refuse to send paper statements, demand you keep a credit card on file and only send a text message after they bill your card. When I called their billing department and explained the issue they put me on hold for 10 minutes, came back on, said thanks for holding then hung up on me.

  Customer response

  05/04/2023

  May 1, 2023

  RE: Complaint #********

  To Whom It May ************************ has been resolved.

  Thank you, 

  *************************

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This companys practices are shady and not straight forward. I got a CPAP machine from them and was informed I could not try any masks on, I just had to choose one. I had issues with the mask I was provided. Many months later, my doctor informed me that I should have been allowed to try them on and also should have been able to try a new mask for the first 30 days, but Sound Oxygen is notorious for not telling customers that they can do this and not providing this service. Further, their billing is shady, inconsistent, and difficult to understand. I was required to put a card on file (I asked to be sent invoices and was told I could not) and I get randomly charged for who knows what. After spending significant amounts of time on the phone, and being told by a few different people they could not provide an itemized list for what I had been charged for, I was finally able to be provided via phone what I was charged for. Its ridiculous and bad practice that Im not received an itemized bill with this information.

  Business response

  01/25/2023

  Hello and thank you for bringing this matter to our attention. A team member will be assigned to investigateand will be in contact with you.

  
  Thank you, 
  Corporate Compliance department

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sound Oxygen has put my banking into someone elses account. They have taken an AutoPay amount of $233.00 out of are account again. They did it in November but we called and they reversed it. They did it again on 1/17/23. We cant get anyone to call us back. I guess my next move will let ******** know what they are doing.

  Business response

  01/25/2023

  We apologize for any inconvenience and are working with billing department to review this account.  There has been a refund submitted for the amount of $233 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BILLING IS SHADY. I RATHER PAY OUT OF POCKET THAN USE THIS COMPANY for CPAP equipment! I need ot know the price of the equipment so that I can budget. Their billing makes no sense and there are random charges! Plus multiple companies?!?!?!?!? Sound Oxygen Supply, Adapt Health. Make it make sense! The invoice dates and order dates don't match up. AND I see I am not the only one who notices this!

  Business response

  11/22/2022

  We apologize for any inconvenience caused to the consumer.  We have attempted to reach the consumer at the number provided to discuss the concerns listed, but we have been unable to reach the consumer.  A message was left for the consumer to reach me, *********, at ************.

  Customer response

  11/22/2022

   
  Complaint: 18329237
  
  I am rejecting this response because:

  They can email me. I would prefer an emailed communication.

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

  Business response

  12/14/2022

  Per the consumers request we have reached out to her by email to work with her regarding her complaint.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re billing, billing records, customer ********************** at AdaptHealth/Sound Oxygen Service LLC See: https://www.bbb.org/**/**/******/profile/home-health-care/sound-oxygen-service-llc-1296-22334425/complaints I'm following up for my wife, though we both use this companies services.The have had different stories with each contact, and though this has been escalated internally at Adapthealth no escalated contact has been made to my wife. BBB keeps ****ing the issue closed, which it certainly is not. I now have a PDF of over two years invoices from their **************** It doesn't include the time period when the 'missing' payment should be listed. The website does not have the 'missing' payment listed (the bank statement DOES show the payment.) The website doesn't match up with the information listed for payments on the Adapthealth invoice export PDF. Sidenote, the site ALSO does not have the invoice history; I got that from one of their *************** support people. That person was helpful to the extent they were able. BBB: do NOT **** this resolved without verifying with the complainant....

  Business response

  09/19/2022

  We will contact patient to assist in resolving

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid an invoice from Sound Oxygen on 6.17.22 in the amount of $176.77. Even though I made the payment over the phone with this business, and I have a bank statement showing it was charged to my account, Sound Oxygen denies receiving it. However, when I checked their Patient Portal the week of July 11th (the first time I had signed in to the site) the payment showed as an invoice paid. I made an appointment to pick up new supplies (a CPAP) but was then told that I had an outstanding balance that needed to be paid before picking up the unit. I called Sound Oxygen, who denied receiving it as stated above. I also checked the Portal, which now showed zero past invoices due or paid. Not only the 6.17.22 payment has been removed; there's nothing at all showing even though I have been billed & charged many times over the past 6-8 years. The customer ********************** reps I have spoken to at Sound Oxygen tell me now to pay attention to the website because it's not accurate; however, the last thing I am going to do at this point is simply pay what they tell me over the phone I owe. I was also told over the phone that I had an outstanding debt from years past; this does not show ** in the Portal either. I don't know whether they are trying to scam their customers, or whether their business practices are so sloppy that they can't provide consistent or accurate info.

  Business response

  07/30/2022

  We apologize for any inconvenience and have escalated to upper management to review and contact the patient.

  Customer response

  08/12/2022

  As I've already stated, I have not been contacted by the business, as they indicated they would.

  Business response

  08/18/2022

  Per billing management on 8/16/22 - The PT made a payment in the amount of $176.00 and is just trying to get confirmation of this payment. Per patient request please email her at ******************* she is out of the state this week and would like contact via email.
  
   
  Emailed the patient 8/16/22

  Customer response

  08/29/2022

   
  Complaint: 17621997
  
  I am rejecting this response because:

   

  I received the following on August 16th: 

  Good evening ***********************, 
  
  
  Our department was asked to reach out to you via email to assist you with a billing matter. How may I assist you?
  
  
  Thank you,
  
  
  *************************
  Team ***** ***************** Services
  

  This was my response the same day:

  ****, I've spoken to three of your colleagues in billing by now, so I expect they have made notes? I've also filed a complaint with the Better Business Bureau; your company responded that they would escalate the issue to management and have someone get in touch to let me know how my concern is being resolved.
  
  
  So, I'm not going to start from scratch & explain the details to yet another Adapt Health staff member. Please address this internally & let me know the result.
  
  
  Thank you.

   

  I just checked the customer portal for Adapt Health / ********************************************* this morning (8/29) and the invoice that I paid in June (and sent proof of payment from my bank) still does not show up on the company's website. I have now spoken to four different people in the billing office for Adapt Health and the matter has not yet been addressed. Their client portal still is not accurate, and I still have no confirmation of the payment made in June 2022.

  
   

  Business response

  09/14/2022

  We have left voice mails for patient to please provide a statement for the 6/17/2022 payment and as soon as this is received, our billing department will make the adjustment for this invoice.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered supplies through Sound Oxygen Service in July 2020. I had a new insurance and gave the customer ********************** agent my information. Everything arrived, and I ordered again in October. Then I got the ****. They had not billed my insurance, which takes them. I called and asked when I got the ****, reiterated my insurance information and asked it be sent through. They insisted I had one insurance coverage that I did not and tried to get it through the correct insurance provider. Come this year in July I am still trying to get them to send the claim through the insurance. I talked with someone right after I got my **** and even had sent a picture of my insurance card to *********************** who said they would make sure the correct insurance was billed. Today I received a notice that if I don't pay in 10 days they will send it to collections. They have yet to **** the insurance.

  Business response

  09/08/2021

  The ******************************* will contact the patient and get the issue resolved.

*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. ↩