ComplaintsforFusion Sleep, LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband had a sleep study done Jun 9, 2024 at the *************************************** and had a FU appointment for this on Jun 25, 2024 where the practitioner said he needed a second sleep study due to his findings of Complex Sleep Apnea. We were told that day that he would need a second Prior Authorization through insurance and that they would be contacting him within the next two weeks to schedule this. It has been almost a full month since this follow up appointment only for my husband to call his insurance to check that things were in the works and NOTHING has been sent to his insurance to begin the Prior Authorization process for the second sleep study. We have been calling the office for a week now and cannot contact a representative other than those in BILLING. ******* has told my husband and I that the "office is closed and that is all we can do for you". They always have someone available to take your money it seems. All the while, my husband can barely function in his day to day life and it is taking a MAJOR toll on his mental and physical health -- Fusion Sleep is surely not losing sleep over it like he and I are. I am truthfully appalled at the lack of care, empathy and organization that this healthcare practice has shown. This place has been a sorry excuse to get specialist care (from someone who works in healthcare administration myself) thus far and I expect to have this resolved sooner rather than later. Please contact myself or my husband as soon as possible to get this rectified.

  Business response

  07/30/2024

  RE: Complaint ID ********
  Dear Better Business Bureau,
  Thank you for bringing this customer complaint to our attention. We take all patient concerns seriously and have thoroughly investigated this matter.
  Upon review of our records, we acknowledge that there was an administrative oversight regarding the patient's second sleep study authorization. Following the patient's follow-up appointment on June 25, 2024, our standard procedure to initiate the prior authorization request for the *** study was not properly executed, resulting in an unacceptable delay.
  We have taken the following immediate actions to address this issue:
  On July 24, 2024, we submitted the prior authorization request to the patient's insurance company.
  We are actively following up with the insurance company to try to expedite the authorization process.
  We have assigned a dedicated patient care representative to keep the patient and his wife informed of all updates and to schedule the *** study as soon as authorization is received.
  To prevent similar incidents in the future, we are providing additional staff training on proper task creation and follow-up procedures.
  We have reached out directly to the patient and his wife to offer our sincere apologies for the delay and the resulting frustration. We remain committed to providing high-quality care and resolving this matter to the patient's satisfaction.
  We value the opportunity to address this complaint and improve our services. If the BBB or the patient requires any additional information, please don't hesitate to contact us.
  Sincerely,
  ********************************
  Head of Operations
  FusionSleep
  **********************************
  
  
  
  

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fusion Sleep provides Sleep disorders diagnoses. I had a Sleep study and have found a cpap machine and supplies through Direct Home Medical, made the purchase and without using my insurance and they were to contact Fusion Sleep-Dr. ********************* for a copy of my prescription which is valid for 99 months of therapy. Fusion Sleep has not provided my prescription for me to get my muvh needed Apap machine etc..I have called and left a message, emailed and even tried ******** to ask for a copy of the prescription and they had not contacted me or Direct Home Medical back. Finally Direct Home Medical got in touch with Fusion Sleep 5/02/2024, and was told they would get the message to the proper department and still haven't sent in my prescription. I am purchasimg it myself and not using insurance and there are no other information needed but my prescription for the machine, therapy and supplies. I would like Fusion Sleep to provide this prescription to Direct Home Medical and myself, and so we can take care of my health and I will have the prescription on hand for further needs. As I mentioned this is a 99 month therapy prescription and I have severe Sleep Apnea and need it as soon as possible. Thank you.

  Business response

  05/24/2024

  We appreciate the opportunity to respond to the complaint submitted by ****************** regarding
  the delay in providing a prescription for a C*** machine from our clinic, FusionSleep. We take such
  matters seriously and strive to address any concerns promptly and effectively.
  Upon researching the matter, we acknowledge that we were delayed in responding to the patients
  request and we have taken steps to address this concern to help avoid errors like this in the future.
  Below is a timeline detailing our actions and communications regarding this matter from the time the
  fax was received from Direct Home H3333**34**3438323031H:
  ? 5/2/24: We received a fax from Direct Home H3333**34**3438323031H that included a prescription form to be
  signed by our provider.
  ? 5/4/24: The patient submitted a complaint to the H363137**3238313831H, two days after we received the initial
  fax from Direct Home H3333**34**3438323031H.
  ? 5/8/24: We received another fax from Direct Home H3333**34**3438323031H, but this fax was addressed only to
  the patient&#**;s first name and lacked any identifying information such as date of birth, address,
  or last name. This made it difficult to verify and proceed with the request immediately.
  ? 5/15/24: We faxed the *** prescription to Direct Home H3333**34**3438323031H once the necessary
  information was clarified and the prescription was prepared by our provider.
  ? 5/20/24: We received confirmation from Direct Home H3333**34**3438323031H that they had received the ***
  prescription.
  We understand the patients urgency and concern regarding their severe H**303031383733****H apnea and the need
  for timely access to therapy and supplies. We regret any inconvenience caused during this process.
  While, on occasion, our team does encounter an administrative issue that causes a delay in response,
  this case is an unusual and extreme instance that should not have occurred.
  To address this concern, we have taken the following steps:
  ? Team Review: We conducted a thorough review of this case with our team to identify areas
  where communication and responsiveness could be improved.
  ? Additional Training: We will be providing additional training to our staff to emphasize the
  importance of timely responses and the responsibility to provide prompt and efficient care to
  our patients.
  ? Process Improvements: We are actively working to refine our processes to ensure that any
  similar issues are handled more swiftly and effectively in the future.
  
  At FusionSleep, we are committed to providing high-quality care and support to our patients. We
  continuously strive to improve our services to meet the needs of those we serve. If the patient has
  any further questions or needs additional assistance, we encourage them to contact us directly so we
  can resolve any remaining concerns.
  Thank you for your understanding and cooperation.
  Sincerely,
  ********************************
  Head of Operations
  FusionSleep
  **********************************

  Customer response

  05/24/2024

  Hello and thank you for allowing my reply.  I appreciate the ** being sent in although the written timeline is completely incorrect. 

  1. 4-28/2024- Medial equipment purchase from Direct Medical.

   

  2. 4-29-2024 -Direct Medical faxed in ** request.

   

  3. 4-30- 2024-   I personally emailed and called ******************************* and office with no response.  Also on this date,  I contacted  Fusion Sleep using their ' contact us' form on their website and on ******** to let them know they should've received the fax for an ** for my treatment. 

   

  4.  On 5-01-2024, Direct Medical sent a 2nd ** request still, with no response.  

   

  5. On 5-04-2024, I filed the Better Business Bureau complaint. 

   

  In summary it was 5-20-2024, that they sent in the **. This took 16 days after filing my complaint. 

   

  i appreciate the **, although to this day Fusion did not send me a copy, for other possible future use as I requested I may need. 

   

  Thank you,

   

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

   

  Business response

  05/31/2024

  We wanted to follow up and inform you that we have resent the prescription via Breeze, our patient portal, ensuring it can be accessed securely both now and in the future.
  Regarding the timeline, we unfortunately do not have visibility into the information captured in Direct Medicals system.We responded with data from our own system, which explains any discrepancies.
  We hope this addresses all your concerns to your satisfaction. We appreciate the opportunity to assist you.

  
  Sincerely,
  ********************************
  Head of Operations
  FusionSleep
  **********************************
  

  
  

  Customer response

  05/31/2024

  Hi there,

   

  This is a copy of the one ** sent to me from Fusion Sleep using their Breeze  portal. I do not own a computer or laptop.  This is the reason requested it sent by email. I appreciate it although I am unable to open it.

   

  Please if you will, email the ** to me at *********************.

   

  Thank you,

   

  ********

   

   

  Business response

  06/07/2024

  Hi,

  We have mailed out the *** prescription that we have on file, in addition to securely emailing this.

  Please let me know if there is anything else we can help with to close this out. 

  Kind Regards,

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

  FusionSleep

  Customer response

  06/07/2024

   
  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.

   

  Thank you for assisting me in this matter as well as others, and for all you do.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was referred to Fusion Sleep, LLC by my doctor to have a sleep consult. I called and made a consult appointment which took place on 2.13.24 via zoom. I was told after the sleep consult that I would be contacted about getting a home sleep study sent out to my home. 2 weeks went by with no contact so I had called back and to my surprise they had done nothing and said that they would call my insurance and get back to me by the end of the day. The female representative did not. I waited another week and called back talking to a different woman and was told the same thing, that she needed to call my insurance and she promised she would get back to me. Well guess what, I waited another week and still nothing. Meanwhile I am losing even more sleep over this. I then received a bill for $105.91 and do not feel that I should have to pay for such terrible service and not receiving what it was that I sought out to get from Fusion Sleep. After receiving the bill I called to launch a complaint, the woman stated that she would investigate and get management involved and call me back, yet I received no call back. I then called back again about a week later and was told the same thing again about getting a manager involved to call me. I still didn't get a call. Today I called and again got to a person named ****** who said she would get her manager involved again who was supposed to call me but hasn't. This company is full of empty promises and ahs caused me so much time, grief, aggravation and disappointment. Its not the $105 I owe, I can pay it but its the principal of paying for something that a company never followed through with that is my issue. I would like to have my bill adjusted to $0 and I will be on my way.

  Business response

  05/24/2024

  We appreciate the opportunity to respond to the complaint submitted by **************** regarding
  his experience with our clinic, FusionSleep. We sincerely apologize for the inconvenience and
  frustration caused by the delays and lack of communication the patient experienced.
  Here is a detailed account of the events and our response to address the ******************** concerns:
  1. Consultation Appointment: The patient had a H**303031383733****H consultation via Zoom on 2/13/24, after which
  they were informed that they would be contacted about a home H**303031383733****H study. We acknowledge that
  there was a significant delay in following up with the patient regarding this next step.
  2. Communication Delays: The patient called our clinic multiple times over several weeks to inquire
  about the status of the home H**303031383733****H study. He was repeatedly told that our representatives would
  contact their insurance and provide an update, which did not happen in a timely manner. We
  recognize that our communication and follow-up were inadequate, leading to the patient&#**;s
  frustration.
  3. Billing Issue: The patient received a bill for $105.91 for the consultation, despite not receiving the
  promised follow-up services. After the patient launched a complaint and made multiple attempts to
  speak with our management, we regret that there was still a lack of resolution and response from our
  team.
  4. Resolution: To address the patient&#**;s concerns and as a courtesy, we have refunded the
  consultation fee of $105.91 in full. We understand that the principal issue for the patient was the
  poor service and not the amount of the bill. Therefore, we have adjusted their bill to $0.
  We deeply regret the inconvenience and distress this situation has caused. We have taken this
  feedback seriously and are working to address the concerns so that future patients dont encounter
  an experience similar to one.
  We are committed to providing high-quality care and support to our patients. Our providers are
  double board-certified in H**303031383733****H H3735343130**303138H and another specialty, such as neurology, otolaryngology,
  and internal H3735343130**303138H, and they are supported by a team of nurse practitioners. Since our founding,
  we have successfully helped more than ****** patients achieve healthier H**303031383733****H.
  We apologize for the shortcomings in this instance and appreciate the opportunity to improve our
  services based on this feedback.
  If the patient has any further questions or needs additional assistance, I encourage them to contact
  me directly.
  
  Thank you for your understanding and cooperation.
  Sincerely,
  
  ********************************
  Head of Operations

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

  Customer response

  05/24/2024

   
  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

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled an appointment with this company over a month ago, only to find out that it couldn't be fulfilled due to technical issues with their vendor's site, preventing me from completing the pre-registration forms. Because I had to adjust my personal schedule twice to accommodate theirs, I requested they send the details via email. However, I was then told at 12 pm that I had 15 minutes to submit the forms for a 1 pm appointment. The representative could literally hear me in a meeting in the background and had the audacity to make such a demand.It's particularly frustrating considering I accommodated their last-minute request, yet they couldn't respectfully assist in a situation that was clearly an issue on their end.

  Business response

  11/30/2023

  Thank you for allowing us an opportunity to respond to this patients concern. All patients are directed to complete their Intake forms via our Patient Portal. Unfortunately, this patient encountered issues with logging into the portal. Our staff troubleshooted the problem with him and advised that he reach out to technical support to solve the email/password mismatch issue. As an option, we moved his appointment to a later time but, informed him he still needed to complete his Intake paperwork prior to the appointment. Our Clinical Supervisor offered the option of taking the information verbally, and he declined. Unfortunately, our clinical team is unable to conduct a medical visit without medical history being completed prior to the appointment. If this patient would like to reach out to schedule an appointment at a time where he can complete his medical history, prior to his appointment, we would be happy to service his sleep needs.

  Thank you!

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