Complaints

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sleep Data sent me medical equipment that I did not order nor approve. The billing date says 4/28/23, but I did not receive until August.I received a bill for over $300.Even though my insurance covers sleep apnea equipment at 100%.After calling several times, I decided to terminate my account with them. I was told to send all of the equipment back and that would automatically end my account. I did so in September However, they keep sending me bills.They also sent me to collections.I want the harassment stopped, the billing stopped, and any matks against my credit removed.

  Business response

  02/01/2024

  I have reviewed the details of ************************ balance with ***********, which is a sum of patient co-insurance responsibility from some of the rental months that he did have the equipment initially provided in August 2022. He returned this equipment in September of 2023, but patients are responsible for the months that the equipment is in their possession. His co-insurance amounts were billed to him because his insurance instructed *********** to charge him due to his deductible not being met at the time of the services (rentals and supply orders). The supplies related to the date of service 4/28/2023 as mentioned here, were part of a supply order that was shipped to him for use with the provided equipment. He had two supply orders sent to him in 2023, with one being 4/28/2023 and the other being 7/28/2023. The July order is the supplies he received in August, as mentioned here. ******************** is correct in that he did not manually place these orders, but he had opted in to a 3 month auto-shipment of supplies via a text message. Only patients that opt into this service get supplies sent to them at regular intervals. We apologize that he was sent supplies, and that he was charged  co-insurance on these supplies when he wasn't aware that these orders would be sent automatically. I have worked with ***********'s billing manager to remove his entire balance from collections, and have had the full remaining balance with *********** adjusted off. I can confirm that ******************** now has a zero balance with ***********, and all amounts have been pulled out of collections. He should not receive any future bills from us. We hope that ******************** will accept our apology for his experience with ***********, as it was not our intent that he should be surprised by the patient financial responsibility relayed to us by his insurance provider.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am contacting you to help me resolve a billing issue. I have called the customer service number regarding a billing error and either get transferred and disconnect and/or no returned emails o phone numbers. They are sending me into past due status and I can't contact anyone at this company to help me resolve my issue. Can I take them to small claims court for slander for my credit account?Thanks

  Business response

  08/21/2023

  This patient did return his equipment on 8/3/2023, but the remaining owed balance for the device had not been removed from his account. This is why he received the invoice/past due notice. This has since been adjusted off, and he has a zero balance with ***********/Sleep Data. We apologize for any inconvenience of receiving the invoice/past due notice, as the adjustment for returns usually happens in a timelier manner. We have left **************** a voicemail message on Friday 8/18/2023 & today 8/21/2023 but have not been able to speak to him directly. We hope that this is the resolution that he was seeking, but we are happy to discuss this further at any time.

  Customer response

  08/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made multiple calls and sent numerous emails to Sleep Data ********* ** requesting back up for a recent bill for $58.15. They simply tell me I owe the money billed and wont provide back up. My emails have gone unanswered. Although I do not believe its owed, I paid via my HSA. Today, I received notification from my HSA that the bill is insufficient and they will reverse payment within two weeks if I dont provide proper documentation. Sleep Data indicated they will add late fees if not paid promptly but they have not provided documentation requested by me or my HSA for IRS purposes (who, what, when, where, how much). I believe I paid for my CPAP machine in full and up front, along with a small ************pay. Therefore, I do not understand why Im receiving rental co-pays for this machine. Sleep Data has not provided me with any back up documentation and they continue to bill me saying late fees will apply if bills are not paid in time.

  Business response

  08/10/2023

  We have reached out to **************** to resolve this issue and left a message, but have not had a return call as of yet. The information needed for HSA (explanation of charges, etc.) was emailed to her email address on file with us. We have confirmed with her secondary insurance that before they will pay the balance of what her primary insurance does not pay, that a yearly deductible must be met. It was not met during the timeframe of the **** capped rental, which is why there were charges for **************** to pay, which she did with her HSA. She has no current outstanding charges with Sleep Data/***********. We are happy to explain further on the insurance deductible information. After reviewing communication encounters with ****************, I can see that she spoke with a representative from the patient collections company on July 20th 2023, and a task was sent to our billing department to contact **************** to both explain the charges, as well as provide the additional information needed by her HSA. This task was not followed up on by the Sleep Data/*********** representative it was assigned to. For this I truly apologize, as well as ******************** overall experience. We are addressing this issue internally with staff. **************** can reach *********, our billing manager (directly) at ************************ with any further questions or concerns. I can be reached at the same number, but extension ****. Again, I apologize for ******************** experience with ***********, and would be happy to discuss anything else needed to resolve this situation to her satisfaction. Thank you.

   

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

  Director of Diagnostics

  ***********

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 8, I contacted the Better Business Bureau requesting help on the billing mistakes Sleep Data continues to make, Complaint No. ******** . Sleep Data only responded when the BBB reached out with my billing problems. They do not respond to phone calls or emails. During the initial complaint, they responded they would credit my account for the remaining $4.51. I called *******, she is the person responsible for the billing, and she never returned my call. The reason Im filing this complaint is because they seem to keep consumers money and do not respond to phone calls. If Im going through this, Im sure there are many others that go through the same problems. I would like for them to stop harassing me with bills.

  Business response

  05/01/2023

  *** the previous complaint resolution, the $4.51 that was to be refunded, was in fact refunded to the patient, however an adjustment of this amount in the billing record needed to be completed as well. This unfortunately was overlooked, which prompted the patient to get an invoice for the $4.51 from Sleep Data/***********. This adjustment was made by the billing manager, and she also spoke with the patient to confirm that her account balance has been brought to zero. The mistake was addressed with staff involved. There will be no additional charges related to this matter, and hopefully should be completely resolved.

   

*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. ↩