6 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Weston B
1 star02/27/2024
Terrible experience with this company, my doctor sent the order for the cpap machine. I took the online make fit selector and was sent a machine and mask. I talked with billing and explained I was not paying through insurance and needed to pay out of pocket as my insurance was changing at the first of the year. They quoted me a price of $860 for out of pocket cost which I had planned to pay using my FSA account. 3 months go by and I still had not received a bill of any kind, so I reach out to billing and they finally send me the bill for $1,050 that they charged to my insurance. My insurance has changed so it doesnt go through and I call to ask why it was charged this way and not the previous price for out of pocket that I was told. The lady from the billing department said she would look into and get back to me. A month went by with no response so I reached out to her through email and never received another response. I finally reached out to the original salesperson I talked to and he is trying to figure out why it is taking so long. I am 3 weeks away from my FSA term closing and not being able to use that money and I still have no response from this company.
SleepQuest, Inc. Response
02/28/2024
Our billing manager spoke to the patient at 5:15pm yesterday, and believe this patient posted this to BBB prior to speaking with me. When she spoke to the patient everything was taken care of and no mention in regards to BBB complaint submitted. Please note that the equipment setup has not been billed to insurance and the referral was processed as self-pay / out of pocket as requested. The original estimate provided on 10/26/2023 to the patient was created with the understanding a claim would be submitted to the insurance for processing. Financial Estimates are sent out prior to delivery of equipment. Our records do not indicate a separate link was provided with additional pricing information. After the estimate form was signed and the patient expressed the possibility of paying out of pocket, that is when the patient was informed they could go online and add items to the cart to get an out of pocket estimate and they could proceed with upfront payment for the self-pay / out-of-pocket equipment by checking out through the online store. Our online self-pay store lists what is included with a device and notes that a mask is a separate cost from the device.
A statement was mailed to the patient in early January which listed the amount for the equipment provided. That amount was less than the original estimate provided, reviewed, and signed by the patient. The mailed statement provided a date the card on file would be charged and unfortunately,it did not go through.
On 02/27/2024 The patient spoke directly with our Billing Manager and the billing concern has been resolved. We appreciate your feedback and will use this information to better serve our patients in the future.
Sleep Well, Live Well
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Billing Manager/Credentialing AdministratorReview from Paul W
1 star10/02/2023
I bought a Philips Night Balance positional sleep apnea product from Sleepquest in August, 2022. The charging dock failed last month and I contacted Sleepquest last month; they told me they would try to get me a replacement dock from Philips at my expense - which I was fine with. Two weeks later, I had not heard back from them as they had promised, so I called back. This time, they told me they couldn't help me and that I had to deal directly with *******. Totally unhelpful; a company that does nothing to help its customers. Instead, the woman told me "you may have to pay $500 to get an entirely new system". Mind you, the charging bay is probably a $10 part. I will never use Sleepquest again. Caveat emptor.Review from Lauren D
1 star06/14/2023
If I could give zero stars I would. This company is TERRIBLE. I have been waiting for my supplies since 5/8/23 calling every week and now everyday for past 8 business days straight. Each person I talk to says something different (e.g. have my prescription, don't have, have authorization, don't have, etc. etc.) and I've been waiting for a call from management for over 9 days with each person I speak with saying the same thing, "I've escalated" and you will get a call back in 24hours or less. Even their own team has told me they have "new and incompetent people" working for them and "a new system that doesn't work for forms", and "many other customers are having trouble getting their supplies too". I cannot say enough negative things about Sleep Quest. USE ANOTHER SUPPLIER.Review from Kelly S
1 star05/25/2023
Very disappointing. First of all, the wait to receive a cpap machine was months long. By the time I finally received it, I was nearing the time when insurance coverage would end. They tried to stick me with the bill for additional payments after telling me that if I returned the machine (which I did) I would be "off the hook". Their business practices, their customer service, and their time for filling the order were all very sub-standard. I cannot recommend this company at all.Review from Susan D
1 star05/23/2023
My doctor sent my new Bipap orders one month ago to Sleepquest. Sleepquest has still not submitted my information to ******** for authorization! I was told last week there is only one person that reviews paperwork before submission to ******** to get my Bipap authorized and to give them an extra week.I called today and the customer service rep left a return msg on my voicemail, and said we could connect tomorrow. I returned her call 6 minutes after her voicemail during hours that Sleepquest is open. Im going to report them to the **** of ********* since they are not handling my order in a timely manner. My doctor writes progress notes all the time for these machines. Im not sure why a clerk at Sleepquest needs to check his progress notes before submitting them to ********. This is outrageous. *************SleepQuest, Inc. Response
05/24/2023
We understand that navigating insurance requirements can be difficult and that is especially the case with ********* as they follow some of the strictest documentation guidelines in the industry. Unfortunately, ******** does not allow providers to submit for preauthorization, so it is essential that we obtain all required documentation prior to completing the service to ensure the claim is not denied. SleepQuest tries its best to make this process as easy as possible for the patient but that is not always the case when working with another providers office to obtain the required information. Please know that we are working diligently with your doctor to obtain the missing documentation needed to process your referral and get your set-up with your new device.Review from Nicole d
1 star06/04/2022
Sleep quest San ****** billing department (********) shared unsolicited PHI of a patient via phone. The call was initiated by Sleep quest. Formal action is being taken to have this reported, but in the meantime patients should be aware of the unethical practices of staff.SleepQuest, Inc. Response
06/10/2022
Hello ******,We apologize for any inconvenience the phone call from our ****************** may have caused you. We would like the opportunity to discuss further with you. Please call us at your earliest convenience or reply back to the email our HIPAA ************** sent on 6/6/2022.
Customer Review Rating
Average of 6 Customer Reviews
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