ComplaintsforSOMNICS HEALTH, INC.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i sign up for a 3 month trial of a sleep apnea device know as INAP. The device did not help me as it keep falling out of my mouth when i went to sleep. I contact ******* ************************* BS, RPSGT Director of Patient Operations. she said to increase the pressure, which I did. It did not make a difference. I ask to return the device. She did not reply.My 3 month trial was up I ask again to return the device. She finally sent the return info but charge me for the 4th month. asking for a full refund or my 4th month refund.

  Business response

  03/05/2024

  We do not offer "3 month trial" as the plaintiff states. We are offering a subscription option, which is based on 30 monthly payments towards the acquisition of our device and the quarterly supplies of consumables. This is similar to a lease.

  We allow patients to return the device after a minimum of 3 months of usage, and we cancel the subscription after we receive the device back. Obviously we do not stop the subscription before receiving the device. An email, or intention to return is not enough. Please note that the patient does not own the device until they complete all the payments. So we cannot stop charging the user until we recover our property. Like a rental car, **** will not stop charging for the rental until the car is returned. Calling with the intension to return doesn't stop the rental contract.

  Please note that the patient has initiated the subscription on October 18, 2023 and we received the device back on February 26th, 2024, so 5 payments were collected. The subscription was cancelled the same day. 

  We just refunded the last charge ($99 that occurred on Feb 18th) since the shipping date of the returned device by the patient was close to the date of the monthly charge. We receive the device on February 26, after the due date (Feb 18), but we are offering the refund of the last month to the patient.

   

  Customer response

  03/05/2024

   
  Complaint: 21313856
  
  I am rejecting this response because this device never work. If you get a rental car that does not drive you do not get charge for the rental period. I try it out for a couple of days and did not work and ask to return it. I was denied that. Any fair business works like the initial period of the first couple of days are valid return window.
  
  Sincerely,
  
  *******************************

  Business response

  03/20/2024

  You write: the device never work. The device actually works perfectly, but each patient is different and needs training to adjust to it. For some patient it is fast, for others it takes more time and support (up to several weeks, which is not uncommon for medical devices like CPAP for example). This is why we ask new patients to do a mandatory onboarding with my colleagues in order to give basic tips and check patients personal situation. And some patients still cant respond to the treatment. This is just how it is with every treatment.Our records show that you did not sign up for the onboarding training when you received the email to do so. You could have benefitted from it and maybe be successful with the treatment. 

  Customer response

  03/21/2024

   
  Complaint: 21313856
  
  I am rejecting this response because: I did contact the company rep and did she did not ask me about on boarding as a prerequisite for using the device,In addition I did not receive a email about on boarding. So I do not agree with your statement. I did ask to return the device after the 1st week because I could not get it to stay in my mouth. 
  
  Sincerely,
  
  *******************************

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