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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had an appointment on 5/4/24 at 9pm I needed to cancel. I called on 4/27 twice and left messages, 4/30, 5/1, and 5/2 twice, leaving messages. I finally emailed on 5/2. I received a bill for $125.00 for a late cancellation fee. I called and was told they only conveniently received the 5/2 message which means they can charge a late cancellation fee as it wasnt within their 72hour time frame. Strange how they will call back to schedule an appointment but not to cancel an appointment. Needless to say I will not be scheduling an appointment after this bill, nor will I pay it.Business response
06/24/2024
Hello after a review of the chart I do show that the no show fee was added in error. I have removed this from the account.Customer response
06/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Initial Complaint
02/07/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Have been a customer/client ofr years. Business previously provided satifactory service. Calofornia Sleep Solutions has repeatedly failed to provide neede CPAP supplies due to thier negligence in maintaining adequate monitoringh of equipment. I need supplies to be shipped ASAP.Business response
02/26/2024
In response to the complaint received from Mr. ************************ **************** called California sleep solutions on 1/4/2024 to place an order for new supplies, The order was taken and sent for insurance verification. The insurance plan requested a download of the patient's data to approve an authorization for said supplies. California sleep solutions attempted to download his device remotely via cellular signal, a feature provided free of charge to the patient and his insurance. We were unable to collect data as **************** had given permission and his device information to another DME provider Adapt Health dba Verus Healthcare. This is the second time that permission was given by **************** which is his right as the owner of the device, but as shown by the complaint causes unexpected consequences outside of California sleep solutions control.On 1/8/2024 a representative of California sleep solutions called to inform that we were unable to access his data. ******* spoke to ****************** wife and explained the situation. **************** took the phone and abruptly stated he would not be coming to our office for a download as he had a number of times previously for the same issue and that we needed to figure it out and hung up before ******* could speak. Our records indicate **************** has been to our offices twice since being referred. Once for his initial setup on 8/11/2021 and once to pick up supplies and to have his unit downloaded on 12/14/2022 after the first-time permissions were given to Adapt Health.I have confirmed with Adapt Health that permissions were given, and supplies ordered by **************** with Adapt Health dba Verus Health since he has also been a patient of California sleep solutions. Again, within the patient's rights to choose his provider but this decision to go between multiple providers can create obstacles that are outside of the hands of the provider and what we consider to be unfairly classified as negligent. This is the first and only time **************** has requested supplies and not have his order filled. We are concerned that **************** maybe knowingly or unknowingly working with 2 providers and mixing his experience with both given his account of multiple trips to our office for download and accusations of "repeatedly" failing to provide equipment.Please feel free to contact m with any further questions, I have also called the patient well to hopefully clear up any misunderstandings.Below is a screen shot showing the dates of data access change. AdaptHealth is shown as EcxTsp.*********************DME coordinatorCalifornia Sleep Solutions**********************************************, ** 95661Ph: ************Fx: ************Business response
02/26/2024
In response to the complaint received from Mr. ************************ **************** called California sleep solutions on 1/4/2024 to place an order for new supplies, The order was taken and sent for insurance verification. The insurance plan requested a download of the patient's data to approve an authorization for said supplies. California sleep solutions attempted to download his device remotely via cellular signal, a feature provided free of charge to the patient and his insurance. We were unable to collect data as **************** had given permission and his device information to another DME provider Adapt Health dba Verus Healthcare. This is the second time that permission was given by **************** which is his right as the owner of the device, but as shown by the complaint causes unexpected consequences outside of California sleep solutions control.On 1/8/2024 a representative of California sleep solutions called to inform that we were unable to access his data. ******* spoke to ****************** wife and explained the situation. **************** took the phone and abruptly stated he would not be coming to our office for a download as he had a number of times previously for the same issue and that we needed to figure it out and hung up before ******* could speak. Our records indicate **************** has been to our offices twice since being referred. Once for his initial setup on 8/11/2021 and once to pick up supplies and to have his unit downloaded on 12/14/2022 after the first-time permissions were given to Adapt Health.I have confirmed with Adapt Health that permissions were given, and supplies ordered by **************** with Adapt Health dba Verus Health since he has also been a patient of California sleep solutions. Again, within the patient's rights to choose his provider but this decision to go between multiple providers can create obstacles that are outside of the hands of the provider and what we consider to be unfairly classified as negligent. This is the first and only time **************** has requested supplies and not have his order filled. We are concerned that **************** maybe knowingly or unknowingly working with 2 providers and mixing his experience with both given his account of multiple trips to our office for download and accusations of "repeatedly" failing to provide equipment.Please feel free to contact m with any further questions, I have also called the patient well to hopefully clear up any misunderstandings.Below is a screen shot showing the dates of data access change. AdaptHealth is shown as EcxTsp.*********************DME coordinatorCalifornia Sleep Solutions**********************************************, ** 95661Ph: ************Fx: ************Initial Complaint
12/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
California sleep solutions scheduled an appointment for my son and I in May 2023. Because of a family emergency we had to call to reschedule appointments. I called several times and got a voicemail of which I left messages to reschedule, but never received a call back. I followed up the following week and spoke with a person who I told what happened and they told me they would cancel the appointment no problem and we could reschedule whenever we wanted. We agreed that my son and I would call back when we were able to reschedule and never once did they mention anything about a cancellation fee. However, Five months later I received a bill for $50 each for a no-show cancellation fee for each one of us. I have called California sleep solutions six times since getting the bills, ironically getting voicemail again several times, and then having spoken with at least three people and every time they tell me they will look into it and get back to me and I never hear back fro Anyone but I keep receiving bills of $100.00. The few people that i did talk to said they didnt have the authorization to cancel the charge and would forward the information to their supervisor. But again I never heard back from anyone. I also looked online to see if there was a customer, complaint line or address, and there was none that I could find. I think its crazy that I should have to pay $100 when I made several attempts to reach out to them and all they had was a voicemail. I dont know how to handle this aside from what I have already done. Im worried that this is going to affect my credit and my sons as we sit here and wait for a response. It has been 7 months now that this has been going on. After speaking to my husband about this later. He told me the same exact thing happened to him last year but he just paid it. This seems highly unethical.Initial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I came to California Sleep Solutions because I have Sleep apnea. I was excited to have my sleep study and hopefully find a avenue to better rest. I went in for my overnight appointment and they explained to me that my Sleep would be monitored for a while then I would be woken up and hooked to a machine to help me breathe and they would then monitor the best pressure to regulate for me. Once I get to sleep I am almost immediately woken up by the lab tech because the pulse oximeter came off my finger. This was repeated every 30 minutes or so the entire night. Nothing was attempted to be done to ensure it stayed on, like perhaps a piece of tape. I was woken up countless times and I was never hooked up cpap or anything else. The next morning I was told that due to me not sleeping enough that they were not able to get enough information gathered to hook me up to the machine. They then informed me that I would have to do another sleep study so that they could get the information needed and hook me up to the machine. Not only was I going to have to do another complete sleep test but I would have to pay the full price for both. Essentially I paid for a job that garnered zero results and I would have to pay double for the same job with no guarantee that I would not have a technician in my ear waking me up every half hour. They have not tried to rectify the situation in any way and are now threatening to send me to collections. I would happily pay for services rendered but I will not pay double for incompetence.Initial Complaint
03/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Initial service was 1/14/2021 Account Number is **************************** Company says that I owe $301.28, but 9 months ago manager agreed to write-off $200 and took my credit card number for the balance that I agreed to pay.I have spent 6 months trying to resolve discrepancy, but company fails to call back after messages have been left on repeated occasions. Two different billing department staff have said that they would investigate and get back to me, but neither followed through. Third staff member was rude to me, indicated that I was lying to her, and refused to call me back when I advised her that it was not a good time for me to discuss the issue.Customer response
03/28/2022
Please find the attached requested invoice.
Initial Complaint
03/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
California Sleep Solutions sent me a **** for $35.00 for a medical records processing fee (account number **********. I never ordered medical records and they confirmed that their records reflect the requestor was not me. The business committed to billing the agency that requested it and ensured that I would not receive any more bills. However, California Sleep Solutions failed to fulfill their commitment and continues to send me bills. I have tried calling this business and left voicemail messages but they do not return phone calls. I am filing this complaint to resolve this billing issue since the business is unresponsive and to avoid this **** going to collections.Initial Complaint
02/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have stopped service as of July 2021 and paid all outstanding bills. However, I am still receiving bills. Ive been told by California Sleep Solitions that I have a zero balance but they still are billing me and my insurance for no service or equipment received. They are fraudulently charging for no service or products provided.Initial Complaint
08/19/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Consumer feels that California Sleep Solutions has been unethical in not having stated when he first bought the machine that there would be an additional $600 fee. The insurance company stated they would cover the equipment therefore he did not have any out of pocket expense but apparently months later Sleep Solutions was charging him an extra $600 which was not discussed when he initially made the purchase.Business response
08/31/2021
On 11/07/2020 *******************************, AD, received diagnostic sleep study services at California Sleep Solutions, CSS. A claim was submitted to Blue Shield, BS, for payment of that service. Blue Shield received the claim on 11/12/2020. Blue Shield processed the claim on 12/01/2020 with claim#************. Blue Shield assigned the amount of $602.06 to AD Deductible.CSS left a voicemail for AD on 03/19/2021 at 9:22am to discuss the outstanding balance.CSS talked to AD on 04/02/2021 at 4:18pm. AD exclaimed that AD thought Blue Shield would be covering the payment in full. CSS informed AD that BS applied the balance to AD deductible and the rate of $602.06 was applied to Deductible,which is patient responsibility. AD asked for a new statement to be sent to him at a PO box. CSS attempted to contact AD on 04/21/2021 at 11:45am and 04/23/2021 at 10:31am leaving messages requesting AD return call and review his statement. A payment plan was discussed with AD over the phone on 04/23/2021.The plan was created but remained unsigned by AD.
On 05/11/2021 AD received therapeutic services at CSS, HPCP code E0601. CSS submitted a claim to BS for that service and BS processed the claim on 06/15/2021. The claim was denied due to no coverage at the time of service. CSS was notified on 07/01/2021. On 07/07/2021 and 07/09/2021 CSS called and left a voicemail for AD informing him that we received a notification of a lapse of coverage. On 07/09/2021 AD called CSS regarding his balance and made one payment of $100. He was also scheduled to discontinue his therapy due to no insurance coverage. AD arrived at CSS 07/12/2021 to discontinue service. AD was informed that he was financially responsible for the 2 months that he possessed the unit without insurance coverage. On 07/13/2021 AD contacted CSS and asked to be removed from the payment plan. CSS informed him that he was responsible for the remaining balance because he was provided medical equipment from 05/11/2021 until 07/12/2021 and AD did not have active insurance at that time.
On 07/20/2021 unprovoked by CSS, BS sent an adjusted payment for AD diagnostic service claim. This adjustment removed the deductible and $587.06 was paid by BS and AD was responsible for $15 co-pay. The remaining $85 credit was applied to AD remaining balance, resulting in a final remaining balance of $173.64 as of 08/31/2021.
AD provided further detail of his situation via a letter,received on 08/30/2021. CSS contacted AD to review. During this conversation AD expressed dissatisfaction with CSS. AD requested that CSS does not contact AD over the phone and only communicates via email or mail. The most recent statement verifying a remaining balance of $173.64 was mailed to AD on 08/31/2021.
The above CSS summary of the situation outlines the factual events that occurred during AD services and insurance communication. The statement of the problem appears to combine and confuse the remaining balance between difference services. Our goal is to provide clarity of the issue and a solution acceptable to all parties involved. Insurance billing is complicated and many of the stipulations in place our out of CSS control. We rely on patients providing complete and accurate information regarding insurance information changes. We invite AD to discuss this summary and assist CSS in a resolution.Thank you for your time.Customer response
10/20/2021
I am rejecting this response because:
California sleep solutions and myself have not come to an agreement on what, is or is not owed. I in fact had medical insurance at the time that the sleep study was conducted( Blue Shield.) The sleep study was completed in November 2020 and I went on medical on 01/01/2021. I have also returned their equipment attached is a **** listing medical equipment? How are you charging me for returned equipment? For that much money I could buy a CPAP machine online! Not rent one for two months.
If the person in billing correctly billed my insurance (in network through Blu Shield) on or slightly after service they would have been paid. However this seems like an ill attempt to try to recoup funds for their billing error.
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