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:06/17/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/07/2024

  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.

  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

  Date: 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 coordinator
  

  California Sleep Solutions

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

  *********, ** 95661

  Ph: ************

  Fx: ************

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

  Business Response

  Date: 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 coordinator
  

  California Sleep Solutions

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

  *********, ** 95661

  Ph: ************

  Fx: ************

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

• Initial Complaint

  Date:12/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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.