Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told through email that I would not have to pay anything for my APAP machine, aside from shipping. I am attaching a table they sent me to show that my insurance would be covering the entire cost of the device. I based my decision to get the device based on this information. Right up front they charged me $55.00. When I asked about the charge they said that there was a $50 copay and $5 shipping. I wasn't happy, but I accepted that, since a copay is usually a 1-time charge. Now I find out that they want me to pay $50 per month, in fact my insurance isn't paying for much of the machine at all. I have asked to return the device and they said they will request a return label, but that I am still responsible for paying the copay until they get it back. I am filing this complaint to get a refund for the money they charged me, as I did not have accurate information when they tricked me into signing the paperwork. I also want people that read this complaint to beware when dealing with this company, they play dirty. The **** I have been dealing with are ****** ******, who sent me the table showing that I would have no payments, which convinced me to accept the machine. ***** ***, who assured me through email that insurance would be covering 100% of the payments.

  

  Business response

  02/26/2025

  SleepQuest Response:

  
  SleepQuest strives to provide accurate up to date information to all our patients regarding their estimated expense,however, SleepQuest is on the receiving end of benefit details from the health plans. ********************** is not a party to the health benefit agreement between the health insurance company or health plan and the patient. The patient is responsible for the contractual requirements with the health plan. During our written and verbal communication with patients we always remind them that out-of-pocket calculations (including deductibles, coinsurance and co-pays) are based on the estimates available through the health plans website at that time and the amounts can change as determined by the health plan.

  
  The patient is referring to the $55.00 charge that is not for the dos 12/11/2024, the charge for $55.00 for a separate service that was completed on the date of service 8/2/2024.On 11/1/2024 A Financial Estimate was provided to the patient stating This estimate is based on the coverage information provided by your insurance. This information is only an estimate, and your final out of pocket responsibility will be determined by your insurance when they process the claim for this service. On the same document there is a Financial Responsibility You are responsible for all charges not covered by your insurance. If your insurance, employer, or any other third-party payer refuses to pay the service(s), delays payment beyond 90 days of the receipt of items, or if you have no insurance coverage or third-party payer, you will be responsible for said charges and should make payment within 30 days of notification by SleepQuest for all charges.

  The Financial estimate was electronically signed by the patient on 11/4/2024, therefore agreeing to the estimated amount and agreeing to the Financial Responsibility after insurance process the claim.  SleepQuest provided the patient with a device on 11/11/2024 for a 7 -month rental period per patients insurance, this is documented on the Financial Estimate that the patient reviewed and signed on 11/04/2024. Please note that SleepQuest submits claims to the insurance company and waits for the claim to be finalized prior to billing the patient. The claims processing can take *****+ business days to finalize, once the insurance company finalizes the claim and provides an Explanation of Benefits (EOB), SleepQuest bills per the **** patient responsibility via a monthly statement which can take 3-5 weeks to be sent to the patient, depending upon processing. The patient then has 15 days to compare the statement to their insurances EOB. If the patient has any questions, they can take those 15 days to contact their insurance and SleepQuest as appropriate prior to AutoPay running.

  
  The billing in question is for the 4 months rental billed and applied to the patients Copayment for Dates of Service 11/11/2024,12/11/2024, 1/11/2025.  The patient was mailed an initial statement on 01/02/2025 for the date of service 12/11/2024 rental billing statement detailing the charges, showing the patient responsibility of $50.00 copayment per patients insurance companys EOB. ******* was scheduled to run 01/17/2025,as stated on the 01/02/2025 statement. AutoPay was unsuccessful on 01/14/2025 for the amount of $50.00 balance for the 12/11/2024 date of service, which caused AutoPay to be turned off.  On 02/03/2025 the patient was emailed a new statement for the new dates of service 11/11/2024 and 01/11/2025 rental billing and including the date of service 12/11/2024 noted as Past Due therefore showing the patient open balance of $150.00 which is a $50.00 copayment for each rental date of service listed above, per patients insurance companys EOB.

  
  The patient reached out to the SleepQuest ******************* on 01/13/2025 in regard to the billing statement dated 01/02/2025. On 01/13/2025 the SleepQuest ****************** reached out via email to the patient and explained the Financial Estimate document signed vs the insurance processing of our claims based on the patients benefit plan.  On 01/14/2025 the patient reached out via phone and obtained the information verbally in regards to the rental period and charges per month, on the same day the patient reached out via email and requested SleepQuest to go ahead and start processing the return of the device.On 01/14/2025 SleepQuest ****************** replied detailing the insurance covered amounts and patients copayment is for a 7 month rental period with an estimate of $310.50 for the patient, a copy of the signed credit card authorization form was attached to the email. On 01/15/2025 the patient communicated via email with a rental projection table image the Financial Estimate was generated from. The patient stated as the device is a rental the patient would like to return the unit. On 01/15/2025 the ****************** replied via email and notified the patient a request for a return label has been submitted and to expect an email from our ********************** with the return label, in addition the patient was notified all future rental will cease once the device has been returned and received by SleepQuest. A return shipping label was emailed to the patient on 01/17/2025. On 01/22/2025, 01/29/2025, and 02/05/2025 tracking information was checked and there was no movement of the shipment back to SleepQuest. On 02/12/2025 and again on 2/19/2025 the SleepQuest ****************** contacted the patient for follow up on the return of the unit because there was no movement on the tracking status, a voicemail was left. As of 02/26/2025 *** tracking number states Label created 01/16/2025 and the message *** doesnt have possession of the package yet.

  
  As of 02/26/2025 no adjustment or refund is due to the patient as the device is currently with the patient and the device has been used up to date. On 02/26/2025 our SleepQuest ****************** contacted the patients insurance and confirmed the patients rental claims processed based on the patients plan coverage appropriately, the insurance company confirmed the patient has a $50 copayment per durable medical equipment benefit plan. SleepQuest has been advised if the member has questions in regard to the coverage agreements, the member will need to contact member services directly.The patients current open balance due on the device rental is for rental dates of service 12/11/2024 $50.00, 11/11/2024 $50.00, and 01/11/2025 $50.00, the patients rental month of 02/11/2025 is currently under review with the insurance and the patient will receive a statement once the claim is finalized.The device will continue to bill the insurance on the 11th of every month up to when the unit is returned to SleepQuest or the last billing period of 05/11/2025, whichever occurs first.

  
  The patient can contact the SleepQuest Patient ****************** to make a payment of $150.00 for the open balance, or they can pay the statement online. For any questions regarding coverage, the patient is advised to reach out to the ************************** using the phone number provided on their insurance card.

  
  SleepQuest would like to express our gratitude to the patient for highlighting their concern regarding the financial estimate.Your feedback is invaluable and will help us provide constructive coaching to the relevant departments for improvement.
  
  ******** *******, Billing Manager

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered replaced DME equipment from Sleepquest a couple of months ago. I only needed one thing, but the representative told me the item was only sold as part of a set that included parts I didn't need. I asked what the cost would be, and was told by the representative that there would be no cost. A few week later I received a bill, anyways.I contacted Sleepquest about the bill, and they said they would look into it. On 10/15/2024 they called back and said that they reviewed the recording of the call and confirmed that their representative had said there would be no charge, but decided I would need to pay the bill ********** summary, they forced me to buy items I did not need, told me there would be no charge, then charged me anyways.

  

  Business response

  10/28/2024

  SleepQuest will write-off the amount owed from the patient's account to rectify the situation.

  Customer response

  10/28/2024

  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

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered **** accessories from SleepQuest on 8/09/24 but the shipment never come. I called them for the last 3 days and everyday I got the same answer "you will receive your shipment by 7PM today." Today I talked to Bantavya and she said "you have to follow up with the delivery company. We are not the one delivering the shipment." When I asked to talk to a manager, she replied "I don't have a manager." I hope someone from SleepQuest can resolve this and deliver the shipment ASAP so I can have my medical accessories.

  

  Business response

  08/29/2024

  We spoke with the patient on the phone and stated please accept our apologies for the delay and any inconvenience caused.
  
  The patient expressed appreciation for the call and confirmation of the information.
  
  He is reassured and aware that his supplies are being re-shipped.
  
  We informed him that we will provide an update once we have the tracking information.

  This should close this case.
  

   

  Customer response

  09/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I received the package yesterday but missing 6 filters.  I ordered 3 items:  

   1. Head gear (1)
   2. *** **** Cushion (x5)
   3. ******** ** disposable filter (x6)
  
  There has no filters in your package. Please follow up and fix it ASAP!
  
  Sincerely,
  
  Alfred L**

  

  Business response

  09/05/2024

  SleepQuest took this step this morning to resolve this complaint:

  Dear Alfred, I hope this message finds you well. I understand that you are still experiencing issues with your resupply order, specifically that you did not receive the filters in your latest shipment. Please accept our sincerest apologies for this oversight. We are committed to resolving this promptly. Could you please confirm if we can send the replacement filters to the following address: **** ******** ** SOUTH SAN FRANCISCO CA *****-**** USA? If you encounter any issues with your resupply orders in the future, please do not hesitate to contact us at ************. We are here to help. If you have any questions or need further assistance, please let us know. We look forward to hearing from you soon. Best wishes, Kenya Resupply Coordinator SleepQuest, Inc Phone: ************ Direct: ***-***-**** Fax:***-***-****

   

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed $250 for CPAP supplies on 2/2/2024. This triggered me to do a review of my charges from Sleepquest and the payment made on my behalf by both my insurance companies. I discovered Sleepquest has been paid in full for my supplies for several years and was billing me with a false claim the payment would be reflected on my deductible. I have refused to pay the latest invoice and requested a review which has been met with a misleading and inaccurate reply. Sleepquest has refused to respond to multiple questions and concerns submitted via e-mail and it appears they have sent my bill to collections despite the balance being disputed.

  

  Business response

  09/12/2024

  SleepQuest Response:

  
  SleepQuest provided the patient with a 3-month Supplies order approved on 02/02/2024. Please note that SleepQuest submits claims to the insurance company and waits for the claim to be finalized prior to billing the patient. The claims processing can take *****+ business days to finalize, once the insurance company finalizes the claim and provides an Explanation of Benefits (***), SleepQuest bills per the insurance ***s patient responsibility via a monthly statement which can take 3-5 weeks to be sent to the patient,depending upon processing. The patient then has 15 days to compare the statement to their insurances ***. If the patient has any questions, they can take those 15 days to contact their insurance and SleepQuest as appropriate prior to AutoPay running.

  
  The billing in question is for date of service 02/02/2024 billed to the patients primary insurance on 02/07/2024 and finalized on 02/20/2024 with an Explanation of Benefits (***) issued stating the amount of $272.72 applied to the patients primary deductible and listed as patient responsibility. The billing was then submitted to the patients secondary insurance with a copy of the primarys *** attached on 03/05/2024 and finalized on 04/02/2024 with a payment of $22.72 remaining amount of $250.00 applied to the patients secondary yearly $250.00 deductible listed as the patient responsibility.
  The patient was mailed a statement on 05/04/2024 detailing the date of service (02/02/2024) showing the patient responsibility of $250.00 deductible per patients insurance companys ***. A copy of the initial 5/01/2024 statement is enclosed. ******* was scheduled to run 05/16/2024, as stated in the 05/01/2024 statement. On 05/16/2024 ******* failed as declined for the 02/02/2024 date of service. Therefore, additional statements dated 06/03/2024, 07/01/2024 were mailed to the patient. As of 07/15/2024 the balance remained open and the patient received Virtual phone notifications on 07/15/2024, 07/16/2024,07/17/2024. A final statement was mailed on 08/01/2024, followed by Virtual notifications 8/15/2024, 8/16/2024, 8/19/2024.

  
  The SleepQuest ****************** reached out to the patient through email on 07/26/2024 to notify of the AutoPay failed. The patient replied on 07/29/2024 with the concern that the insurance on file has been billed incorrectly. On 07/29/2024 SleepQuest ****************** confirmed receipt of the email and replied to the patient that the account was sent to Billing Review of the claims. Upon eligibility and benefit verification with both insurance policies, SleepQuest confirmed the insurance policies are loaded appropriately for primary and secondary billing of past and current claims. The patients primary insurance benefit coverage has a $400.00 yearly individual deductible, after the deductible is met the insurance coverage is at 90% with a 10% coinsurance. The secondary insurance benefit coverage has a $250.00 individual deductible for both in and out of network providers and confirmed the date of service for 02/02/2024 was applied correctly to the patients 2024 yearly deductible and listed as patient responsibility.

  
  On 08/02/2024 SleepQuest ****************** received an email from the patient stating the patient confirmed the coverage with the insurance and was notified SleepQuest was paid and requested a refund for all payments received, the patient included PDFs from the insurance company,however the *** was for a date of service 05/09/2024 a claim that was processed after the deductible was applied on the previous 02/02/2024 claim. On 08/02/2024 SleepQuest ****************** replied to the patients email and referenced the open balance is for date of service 02/02/2024 that had been applied to the patients deductible and addressed the paid claim information sent by patient was for date of service 05/09/2024, after the patients deductible had been applied to the open balance for date of service 02/02/2024 by the insurance company. The patient was advised to reach out to the insurance health plan directly if the patient does not agree on how the insurance processed the claim.

  
  The patient emailed on 08/02/2024 referencing the insurance paid claim for date of service 05/09/2024 and mentioned the expected response was for SleepQuest to waive the invoice. The patient account was escalated, and final review of the account confirmed the open balance of $250.00 was billed correctly as primary and secondary insurance applied the date of service 02/02/2024 to the patients deductible therefore patient responsibility. On 08/19/2024 the Finance Director replied to the patients email and provided history on the patients claims demonstrating the deductible has been applied to the patients past claims and the 02/02/2024, therefore no refund due to the patient as SleepQuest has billed per the Insurance Explanation of Benefits provided. A request was made to the patient for backup documentation that SleepQuest has collected over $1,000 from the patient, up to date SleepQuest has not received additional information. A conference call between SleepQuest Medicare Billing Manager, the patients insurance health plan and the patient was offered in the event the patient would like to discuss the insurance processing and benefits applied on the past claims, up to date no correspondence has been received. The patient replied on 08/19/2024 Thanking the Finance Director for the prompt response and the patient has placed a new order.  
  The Finance Director addressed the patients billing concern via email and the patient has made payment of the open balance on 08/19/2024.

  
  Sincerely,
  
  ******** *******
  Medical Billing Manager

  Customer response

  09/12/2024

   
  Complaint: 22147650
  
  I am rejecting this response because: Although there are minor elements of accuracy, the response as a whole is alarmingly incorrect. The concerns over excessive billing were surfaced to Sleepquest repeatedly over multiple years. However, out of fear of losing access to supplies, I continued paying the incorrect fees. In that time, Sleepquest **** did not respond to my inquiries about excessive billing. In addition, Sleepquest forced me to purchase more supplies than required by employing an all or nothing ordering process which has since been retracted in recent months. Sleepquest only made contact with me once i began to refuse to pay until my concerns received a response. Their response was solely focused on intimidating me into paying my bill. My concerns continued to be ignored. At that time I provided Sleepquest with an example of a EOB that showed zero balance due to them as well as a spreadsheet showing they were paid in full for all invoices over the previous 2 years. They were offered PDF copies of all EOB referenced on the spreadsheet if their investigation required. I received neither a response nor request for additional documentation. At no time was my concern 'escalated" or reviewed in any known way. My case was only responded to when I reached out to the CEO and executive team alerting them to a potential lawsuit and a fraud complaint being filed with my insurance company. At that time, I received a response from the Finance Director that suggested they would follow through on their investigation. At that time, I paid the outstanding balance as a good faith gesture with the expectation they would investigate and cooperate with my insurance company. To date, no movement has been made on those items.Despite being paid in full, Sleepquest **** refused to allow me to order the actual supplies I needed. 3+ messages were ignored surfacing the desperate need for supplies. Once the supplies had reach a critical and life threatening level I again was forced to threaten civil action. At that time, I received a response and a proper order was filled. Despite being told repeatedly verbal commitments were not being honored and I requested a written response, Sleepquest refused to provide that response and engaged in isolated attempts to contact me verbally to avoid accountability for their life threatening failures. 

   

  To be very clear. I am still requesting a full refund of all incorrect fees which are in excess of $1,000 and intend to continue to pursue civil and criminal complaints against Sleepquest inc.for their alarming disregard for my health and documented failure to act in good faith. No determination has been made by either insurance company and this case is not resolved in any capacity. 
  
  Sincerely,
  
  ****** Bride

  

  Business response

  09/30/2024

  SleepQuest has provided the patient with 3-month Supplies orders placed with the ******************* to the most recent orders through rapid reordering approved by the patient. Please note that SleepQuest submits all claims to the insurance company provided and waits for the claim to be finalized prior to billing the patient. Once the insurance company finalizes the claim and provides an Explanation of Benefits (***), SleepQuest bills per the insurance **** patient responsibility via a monthly statement sent to the patient. The patient may compare the statements date of service to the appropriate date of service insurances ***.
  
  
  
  In the email communication with the ****************** and the Director of Finance, SleepQuest requested the patient provide the date of service information and payment inquiry information regarding the claim of SleepQuest collecting over $1,000.00 from the patient for additional research and resolution of the patients concern. As previously stated, the patient had provided a copy of the *** for date of service 05/09/2024 that the insurance covered in full due to the patients deductible applied on the previous supply order in the amount of $250.00 for 02/02/2024.
  
  
  
  The patient can provide the documentation via email reply to SleepQuest Director of Finance, or to the email from Patient Accounts. In addition the patient has been offered through the emails the option to initiate and have a conference call with the SleepQuest Billing Manager, the primary and secondary insurance health plans to discuss the dates of service in question by the patient where the yearly deductible was applied, and the patient states were paid to SleepQuest by the insurance company. This will assist in clarifying information provided to the patient and the documentation mailed to SleepQuest by the insurance companies.
  
  At this moment no refund is due to the patient as SleepQuest has billed per the billed insurance health plans ***s. ********************** looks forward to receiving the additional information requested from the patient for research and resolution of the patients billing concern.
  
  
  
  Thank You,
  
  ******** *******
  
  Billing Manager / Credentialing Administrator
  

  
  

  Customer response

  09/30/2024

   
  Complaint: 22147650
  
  I am rejecting this response because: Sleepquest continues to double and triple down on demonstrably false assertions. Sleepquest has made no effort to contact me once theyre received payment. Now that they have become financially whole, they have ceased all efforts regarding this concern and they were informed the latest payment was in good faith in hopes they would follow through on this commitment to look into my concerns. Sleepquest is in possession of all requested documents and a fraud complaint is now active with both my insurance companies and I am the process of contacting the appropriate regulatory agency. Sleepquests supply department only provided my requested supplies under threat of litigation  

  Sincerely,
  
  ****** Bride

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint for SleepQuest.When I went to the doctor's last Decemeber, I was looking into my asthma and inquired about a sleeptest. After I signed the paperwork and paid, SleepQuest mailed the device to me. Unfortunately, I was dealing with a bad asthma flare that needed to be treated asap, which is why I was at the doctor's in the first place. I figured not being able to breathe normally while awake would impair my sleep test so I held off on using the device and taking the test.I admin it is my fault for not reading the document thoroughly before signing, but sleepquest has a policy where if you do not take the test within 7 days of receiving it, they deactivate your device. I called to explain what happened and although I was dealing with a medical issue, they informed me that company policy is that once a device is deactivated, it cannot be reactivated. This is a device not perishable goods. If there's some reason the device needs to be deactivated after a period of time, why not allow the customer to call in or activate on their app/online? Why are they activating the device before we receive it?I've now read and signed everything a second time and noticed there is also a $100 just for not taking the test in an arbitrary time limit of 7 days. When asked why they have this policy, there is no explanation. If I pay for a device and service, why am I limited to only 7 days to use it? If I don't take the test, there isn't any additional labor or costs for sleep quest. This is simply a poor policy designed to extract more money from patients.

  

  Business response

  02/09/2024

  SleepQuest Response:
  
  SleepQuest received a referral for a Testing Device to be billed to insurance. On 11/07/2023 the patient was sent an order confirmation email with an estimate of cost if the service was completed and billed to insurance. SleepQuest reached out to the patient on 11/08/2023, 11/10/2023, 11/13/2023, and 11/14/2023 to confirm receipt of the documents, unfortunately there was no response. On 11/16/2023 the patient confirmed receipt of the documents and on 11/20/2023 the documents were emailed a second time to the patient for review. On 11/27/2023 the patient finalized the documents with signature, and on 11/28/2023 the device was shipped to the patients confirmed address and included a green flyer notifying the patient the test must be completed no longer than 2 days after delivery or there could be an additional fee for a failed study/non attempt fee. An email was sent on the same day to the patient with the device tracking information and request to complete the service upon receipt. The tracking information detailed the Testing Device was delivered on 12/1/23.
  
  SleepQuest reached out to the patient on 12/15/2023 for follow up on the service completion, due to no response a phone call went out on 12/19/2023 and a voice mail was left. On 12/29/2023 a secure email was sent to the patient detailing the expectation of the test to be completed within 7 days of receiving the testing device, otherwise patient would be charged a non-refundable $100 non-attempt fee if the test is not completed within 7 days of receipt. 
  
  Due to no response or completion of the test within 12/01/2023 through 01/02/2024 a total of 32 days, the device was unregistered, and the patient was billed a $100 non attempt fee on 01/02/2024. SleepQuest is unable to bill the patients insurance for a service that has not been completed. The patient reached out to SleepQuest on 01/16/2024 by email with additional information as to the reason the test was not completed. On 01/16/2024 SleepQuest contacted the patient by phone call and explained the billing of $100.00 was due to the non-attempt fee of the Testing Device.
  
  The billing in question is for invoice date 01/02/2024 with a $100 charge. Th patient was mailed a statement on 01/16/2024 detailing the charge and that Auto Pay would run on 01/31/2024. The patient then has 15 days to review the statement and contact SleepQuest with any questions prior to the charge date of 01/31/2024.
  
  On 01/22/2024 communication between SleepQuest and the patient resumed in regard to a new Testing device referral processing. On 01/22/2024 the patient was emailed a new set of documents for review and approval of shipment of a new testing device to be completed and billed through insurance. Prior to billing the patient for a non-attempted test, SleepQuest will reach out to the patient multiple times to offer assistance in regard to completing the sleep test before unregistering the device.
  
  
  
  Sincerely
  
  ************
  Director of Operations

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sleep apnea and a sleep BiPap machine which I use at night to help me breath. The machine uses a number of hoses and filters that must be replaced. I received a called from a Sleep Quest sales rep about Jan. 5, 2023 indicating I was eligible under ******** for replacement hoses and filters. I told them I also had a ******** supp plan with Blue Shield and asked about costs. She said there might be co-pays and and I said if that was the case I would wait. She took my insurance information said she would check. She called about a week later and said there would be no copay and I told her to fill the order. My acct. # ***** and invoice number *******. I later received a bill for $226 which I disputed each time they called me. I finally wrote a letter which they never acknowledged and was harassed by the billing person who called me a liar saying their sales reps were trained otherwise. I got a letter saying it was going to collections so I paid it and I am appealing to have it reversed or to receive a credit. I would not have filled the order except I was told there would be no cost and was told specifically that was the case.

  

  Business response

  12/14/2023

  SleepQuest ************************* Representative called patient on 1/4/2023 to let the patient know that they are eligible to reorder supplies, the patient asked if there was going to be any financial responsibility and was told that there may be a copay due, the order was booked and the ************************* Representative explained to the patient that a Resupply Coordinator would verify the patients DME healthcare benefits coverage and get back to the patient with a estimate before the order would be processed. On 1/05/2023 a Resupply Coordinator called the patient and left a voice mail requesting a call back to provide a patient financial responsibility estimate before processing the order. On 01/10/2023 the Resupply Coordinator spoke with the patient who was quoted an estimate cost of $228.00 for the supply order, the patient approved the cost, and the order was processed. The patient received an email on 01/05/2023 when the order was booked. SleepQuest shipped the patient **** Supplies on 01/12/2023 and an email was sent to the patient with tracking information.
  
  
  Please note that SleepQuest submits claims to the primary and secondary insurance companies and waits for the claim to be finalized prior to billing the patient. The claims processing can take *****+ business days to finalize, once the insurance companies finalize the claim and provides an Explanation of Benefits (EOB),SleepQuest bills per the EOBs patient responsibility via a monthly statement which can take 3-5 weeks to be sent to the patient, depending upon processing.The patient then has 15 days to compare the statement to their insurances EOB.If the patient has any questions, they can take those 15 days to contact their insurance and SleepQuest as appropriate.
  
  The billing in question is for date of service 01/12/2023 billed to insurance on 01/17/2023 and finalized on 01/31/2023 by primary insurance which forwarded the claim to the patients secondary insurance and finalized on 02/03/2023, after which the patient was mailed a statement on 02/22/2023 detailing the supplies date of service (01/12/2023) showing the patient responsibility of $226.00 deductible per patients primary insurance companys EOB, deductible not covered by the patients secondary insurance policy.
  
  The patient reached out to the SleepQuest ****************** on 03/31/2023, requesting information in regard to the billing invoice received and the charges on the account. The Billing Representative informed the patient the active balance on the account for the amount of $226.00 was for the date of service 01/12/2023 for the **** supplies. According to the Explanation of Benefits that we received from the primary insurance dated 01/31/2023, the insurance left a total amount of $226.00 as patients responsibility which applied towards the primary insurance deductible. The secondary insurance processed the claim on 02/01/2023 stating $226.00 was applied to the subscriber's primary insurance deductible. The patients secondary insurance EOB dated 02/01/2023 states Once you have been billed $226 of *********approved amounts for covered services (which are noted with an asterisk), your Part B deductible will have been met for the calendar year. The patient may want to contact their secondary insurance policy to discuss their benefits.
  
  SleepQuest ****************** **************** contacted the patient regarding the outstanding balance by phone and left voicemails on 05/09/2023, 06/05/2023,06/06/2023, 06/07/2023, and 06/10/2023.
  
  On 9/20/2023 the patient called SleepQuest ****************** and spoke with a **************** Representative who informed the patient of the balance due in the amount of $226.00 for date of service 01/12/2023. On 09/21/2023 SleepQuest ****************** Patients Accounts Specialist sent an email to the patient to contact the insurance company member services directly, because it appears the patient disagrees with how the primary and secondary insurance processed the claim,stating $226.00 was applied towards patients deductible. The patient would need to discuss the benefits or re-processing of the claim directly with the insurance companies. Once the insurance re-processes and sends an updated EOB to SleepQuest, the patient responsibility may decrease.
  
  On 10/12/2023 SleepQuest ****************** Patients Accounts Specialist reached out to patient and a voicemail was left in regard to the open balance of $226.00. The patient reached out to the Patients Accounts Specialist by email on 10/16/2023, the Patients Accounts Specialist contacted the patient and discussed the balance due for the **** supplies. On 10/17/2023 SleepQuest ****************** contacted patient and patient was continuing to dispute the balance due. The patient was provided the option of returning any unopened items for a possible decrease of patient responsibility. There was no response from the patient. SleepQuest mailed a certified letter to the patient along with a Summary Statement and instructions on how to pay online. On 11/15/2023 the patient paid $226.00 online.
  
  SleepQuest Policy is to confirm any Out of pocket estimate with the patient prior to shipping supplies, if requested. It appears this policy was completed on 1/10/2023 per notes in the system. The patient was informed of the Out of pocket estimate of $228.00, and the same day the patient approved the estimate.The supplies were shipped on 01/12/2023, the primary insurance applied to the 2023 deductible and the secondary insurance policy does not cover the primary insurance policys deductible.  The patient will need to contact the primary and secondary insurance policies to discuss the benefits applied to the claim.
  
  The patient received an email when the order was booked and an email when the **** supplies shipped.
  
  Sincerely
  
  *********************
  Director of Operations

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 17, 2023 I was charged $345 for supplies related to a CPAP device by SleepQuest. In late June, SleepQuest charged my credit card without explicit consent for the amount that was due. Concurrent to this charge being processed, this amount was also submitted to my health insurance provider (UMR) for reimbursement. UMR sent reimbursement to SleepQuest on Jul 27, 2023, but SleepQuest has not reimbursed me for what they charged. I have called over ten times, and as of today (Oct 19, 2023), it has now been close to 5 months since the payment was processed. I believe they are acting fraudulently and will be filing a criminal complaint as well.

  

  Business response

  10/30/2023

  Dear *****,

  I checked our records and we'll be refunding you $335.18 for your supplies.  This refund will be processed today through your credit card.
  

  Sorry for the misunderstanding.

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

  Customer response

  10/31/2023

  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. I hope SleepQuest learns from this complaint and attempts to streamline basic practices so that customers are not as frustrated as I was with numerous phone calls and very poor communications back to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I retired from the Marines and agreed to a rent-to-own contract with SleepQuest concerning a CPAP machine. I enrolled in AutoPay. They continue to charge the monthly fee long after the item is paid. I called twice and was assured that my last payment was made. Then they charged me again. You cannot cancel AutoPay through their website without calling. I now have to dispute the charge through my credit card company. This business has a pattern and practice of continuing to charge customers, with the hope they dont notice $6.83 monthly or forget to call. Please get their attention and dont let them be the provider for exiting service members. Class action!

  

  Business response

  08/30/2023

  SleepQuest provided the patient with *** device on 07/25/2022 for a 13-month rental period per patientsinsurance, this is documented on both the Delivery Ticket and the *** Rental to Purchase Estimate that the patient reviewed and signed both on 07/22/2022. Please note that SleepQuest submits claims to the insurance company and waits for the claim to be finalized prior to billing the patient. The claims processing can take *****+ business days to finalize, once the insurance company finalizes the claim and provides an Explanation of Benefits (***), SleepQuest bills per the ***s patient responsibility via a monthly statement which can take 3-5 weeks to be sent to the patient, depending upon processing. The patient then has 15 days to compare the statement to their insurances ***. If the patient has any questions,they can take those 15 days to contact their insurance and SleepQuest as appropriate prior to AutoPay running.
  
  The billing in question is for date of service 06/25/2023 the 12th rental month out of 13, billed to insurance on 06/27/2023 and finalized on 07/03/2023, after which the patient was mailed a statement on 08/01/2023 detailing the rental date of service (06/25/2023) showing the patient responsibility of $6.83 coinsurance per patients insurance companys ***. A copy of the 08/01/2023 statement is enclosed. AutoPay was scheduled to run 08/16/2023, as stated on the 08/01/2023 statement. AutoPay successfully ran on 08/16/2023 for the amount of $6.83 for the 06/25/2023 date of service, enclosed please find the receipt dated 08/16/2023.
  
  Enclosed please find a statement sent to the patient 06/01/2023 in the amount of $6.83 for the date of service: 03/25/2023. The 06/01/2023 statement showed that AutoPay would run 06/16/2023 and successfully ran on 06/16/2023, enclosed please find the receipt dated 06/16/2023.
  
  Enclosed please find a statement sent to the patient 07/03/2023 in the amount of $13.66 for 2 dates of services: 04/25/2023 & 05/23/2023. The 07/03/2023 statement showed that AutoPay would run 07/18/2023 and successfully ran on 07/18/2023, enclosed please find the receipt dated 07/18/2023.
  
  The patient had reached out to the SleepQuest ****************** on 04/26/2023, requesting information as to how many months more are owed before the *** device will convert to purchase. The ******* Representative notified the patient of the 13 months of rental, and the last billing period is 07/25/2023. The *** Rental to Purchase Estimate which the patient reviewed and signed on 07/22/2022, showed the last date of service for a claim to be billed to the insurance company would be 07/25/2023.
  
  The patient reached out to the SleepQuest ****************** on 08/09/2023, as the patient was under the impression the last bill would be 06/2023. Patient stated he would like to turn off autopay. The ******* Representative shared the notes with the patient of the previous phone call on 04/26/2023, where the representative informed the patient 07/25/2023 is the last bill period for the rental. The ******* Representative who took the call noted the account the patient will wait for the call back from the senior ****** or else he will call his bank to dispute.Unfortunately, the ******* Representative did not open the task to a Senior ******, therefore they were unable to contact the patient. That ******* Representative will be coached appropriately to prevent this from occurring in the future.
  
  The patient was informed prior to the *** setup in July 2022, SleepQuest has a policy in place that all patients receiving services need to leave a credit card on file for AutoPay. This is to secure the equipment during the rental period. The date of service 07/25/2023 has been finalized by the patients insurance company as of 07/26/2023 showing $6.83 patient responsibility. SleepQuest received the *** and payment from the insurance company 07/31/2023. A statement will be sent to the patient within the first two weeks of September 2023. The pending statement is for the last month of the *** rental period. Enclosed please find an Invoice print out which details the items and date of service of that balance.
  
  At this moment no refund is due to the patient because the 13th and final month of the rental period was recently finalized by the insurance company and the patient responsibility has not been billed to the patient, yet. Since the 13th and final month (date of service 7/25/2023) statement will be sent to the patient shortly, AutoPay has been turned off as of 08/28/2023 as a one-time courtesy. The patient will have the ability to call in to make a payment or pay the statement online. Upon payment of the 7/25/2023 date of service, the device ownership will be transferred to the patient.
  
  The ******************s supervisor will reach out to the patient to find a resolution to the patients concern.
  
  Sincerely,
  
  *******************************
  ******* Manager

  Customer response

  09/04/2023

   
  Complaint: 20501302
  
  I am rejecting this response because:

  The facts are distorted and attempt to dismiss the basis of the complaint. At no point is it expressed in plain language outside of their boilerplate possibly that auto-pay is required. In fact, to the contrary. I paid by check in the beginning for several payments without issue. No disclosure by Sleepquest about the difficulty in turning off AutoPay was made openly. Its only by attempting to do so on their website are you directed to call. When I called, as SleepQuest concedes, I was erroneously told that I would get a callback. 
  

  Any common-sense layperson or consumer reading this can imagine the difficulty of dealing with this business. It is hardly worth the time or effort over $6.83 to dispute, so I have paid this (without admitting a debt) and expect a statement reflecting account paid in full. I never wish to enter into any contract with Sleepquest again. I recommend all customers, especially service members, avoid dealing with them. 

  Their billing, customer service, and entire business model is questionable at best. 
  I wish no further contact or annoyance from Sleepquest. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I retired from the navy in July 2022 and sleep quest sent me a supply of CPAP supplies that I guess weren't covered by my insurance because I was retired. I talked to the employee that was requesting $363.13 and I told them I didn't need their services anymore if they didn't cover me because VA covers all my supplies *************************************************************************************************************************************** again and threatening to put this on my credit. they said they didn't receive it I have no control over it after I gave the box to the post office man. I did what was requested of me writing a return to sender and giving it back to the post office. I keep getting called about this and last call told them need to talk to person who told me what to do which they confirmed was on the notes they had writen down.

  

  Business response

  02/23/2023

  The SleepQuest Resupply software SNAP sends out automated reminders to patients who are eligible for CPAP supplies per their insurances frequency guidelines. The patient booked an order of CPAP supplies 9/22/2022 via Public SNAP Page (AKA Rapid Reorder). When a patient books an order within SNAP to book an order via Rapid Reorder, they must confirm the insurance is still valid. As of 9/22/2022 the insurance in SNAP was "Health *********** Services/************". Eligibility is checked for all booked orders, as of 9/22/2022 ************ still showed this patients policy as active.
  
  Patients who book orders via Rapid Reorder are aware that the supplies will be billed to their insurance and processed by their insurance company per the patients medical benefits. This patient has been booking supply orders via Rapid Reorder since November 2020, with the September 2022 order being their 8th order booked via Rapid Reorder.
  
  The patient first notified SleepQuest that his address changed from ********** to ***** 3/29/2022, which is when the patient should have notified their insurance and SleepQuest of the move because moving from ********** to ***** also changes the patients Tricare jurisdiction from ************ (Health *********** Services) to Tricare **** ****************** SleepQuest was unaware of the insurance change until October 2022 when the claim was denied by ************ (Health *********** Services).SleepQuest checked for the patients eligibility with Tricare and the policy had been retro-terminated as of 8/25/2022. SleepQuest submitted a claim to Tricare **** ***************** as a courtesy bill knowing that the claim would be denied due to the policy being retro-terminated.
  
  SleepQuest made multiple attempts to contact the patient October November 2022 to get updated/new insurance policy information, however there was no response from the patient. SleepQuest had no choice but to drop the balance to patient responsibility.The patient was sent their first statement 12/1/2022, due 12/21/2022.
  
  Patient reached out the SleepQuest ************************************ 1/3/2023 expressing interest in returning the supplies and notifying SleepQuest that the patients new insurance coverage is through the VA.
  
  SleepQuest ships all equipment to patients with tracking numbers. The supplies from this patients September 2022 order were shipped via ***** Once the order was booked the patient was sent an email confirming the order was placed. The supplies were shipped, and an email alert was sent to the patient 9/28/2022. Patients have 30 days from the date shipped to report to SleepQuest if they did not receive the shipped items. Patients also have 90 days to return any unopened items for credit on account or to receive a refund.
  
  We contacted the patient 1/5/2023 and we notified the patient that we are unable to submit claims to the VA. We advised it would be best for the patient to receive supplies from the VA especially if they are provided at zero patient cost. We followed up the phone conversation with an email the same day stating the September shipment order you placed has a tracking number ending in **** on the label of the box, if this box is unopened and the supplies are all unopened you can write return to sender and take that to your local post office. Once received by us, we will then make the appropriate adjustment to your account.
  
  The patient reached out to the SleepQuest ****************** 2/15/2023 notifying SleepQuest that he followed the directions on the email. However, when SleepQuest checked the **** tracking information for the tracking number ending in **** (which was on the label of the box), there was no new tracking information. Therefore it doesnt appear that **** has scanned the label showing the box is on its way back to original sender.
  
  The ******************s supervisor has reached out to the patient with the full **** tracking number and guidance of the next steps, with the expectation to find a resolution to the patients concern.
  
  Sincerely,
  ***********************************
  ******* Supervisor

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sleepquest called me to re-supply my supplies. I informed the lady on the phone that I no longer use the sleep apnea machine so I DO NOT need supplies any longer. I received the supplies anyway. I didnt think of sending them back so I put them in my closet. When I received the bill I called and told them the situation. The sleepquest rep stated I could send the supplies back and not be charged. I sent the supplies back but they are charging me anyway stating one of the products was opened but in new condition. I have told them multiple times I never gave the authorization implied or not for these products but they sent them anyway which is not my fault. I shouldnt be held accountable for the items AT ALL since I never ordered them or used them. This is on the verge of harassment from this company. They are trying to force me to pay for a product I should have never received. I already suffer from combat related PTSD so a billion dollar company trying to squeeze money out of me really triggers my PTSD and send my blood pressure through the roof. THIS NEEDS TO STOP!!

  

  Business response

  08/23/2022

  The SleepQuest ************************* team make outbound calls to patients to inform them that they are due for supplies, per the patients insurance frequency allowance policy. Many patients appreciate this reminder and are eager to order supplies that their insurance will allow. The patients are aware that the supplies will be billed to their insurance and processed by their insurance company per the patients medical benefits. Patients are not required to place orders for additional supplies and a few patients will choose to place orders only with a few supplies that are needed at that time vs. all supplies that their insurance will allow.
  
  The patients January supply order was placed during one of these outbound reminder calls on 1/6/2022. Once the order was booked the patient was sent an email confirming the order was placed. The supplies were shipped, and an email alert was sent to the patient 1/18/2022, which is the date of service of the claim submitted and processed by the patients insurance company. Patients have 30 days from the date shipped to report to SleepQuest if they did not receive the shipped items.Patients also have 90 days to return any unopened items for credit on account or to receive a refund.
  
  The claim for the January items was processed by the patients insurance 2/1/2022, they applied an allowed amount of each claim item toward the patients annual deductible. The patient was sent their first statement 2/15/2022, due 3/2/2022. Since the statement wasnt paid, we contacted the patient 3/3/2022 informing them of the open balance.
  
  The patient contacted the ************************************ on 5/11/2022 reporting to have never received supplies from SleepQuest. The **************** Representative informed the patient the date the supplies were shipped and that they were delivered at the mailbox, patient disputed both facts. The account was escalated to a Senior ******. The Senior ****** researched and found that the patient placed the order 1/6/2022 and that the patient received a notification of the items being shipped 1/18/2022 and relayed the information to the patient 5/13/2022.
  
  The patient contacted the Senior ****** 6/1/2022 informing them that he found the box and he never opened it. The Senior ****** spoke with the ******* Supervisor, and they agreed to make a one-time exception to allow the unopened box to be returned 4+ months later. The patient was offered to come into a ********************** or ship the supplies back and if the patient wanted to ship the box back, the Senior ****** advised the patient to have a tracking number on the package. The patient was contacted by a SleepQuest employee in a ********************** and was able to confirm on 6/22/2022 that the patient would be shipping the supplies back.
  
  The box was received 7/12/2022, it was visible the box had been previously opened and the receiving department inspected all items and the package containing the mask kit was also visibly opened. The ****************** reviewed the return and applied a credit to the patients account for all unopened items. The Senior ****** was notified that the package containing the mask kit, which includes Amara View Full Face Mask (A7030), headgear (A7035) and Full Face Mask Cushion (A7031), was sent back opened and unreturnable, therefore $142.01 is patient responsibility. The Senior ****** notified the patient 8/2/2022 that the $142.01 is still patient responsibility. Patient reported to the Senior ****** that he had returned everything in the box and should not owe anything. The Senior ****** checked with the ******* Supervisor and then contacted the patient 8/4/2022: The package containing mask kit was visibly opened and therefore not returnable. Patient spoke with the Senior ****** 8/16/2022 and was upset about having a patient responsibility.
  

  The ******************s supervisor has reached out to the patient to find a resolution to the patients concern.

  Sincerely,
  ***********************************
  ******* Supervisor

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