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Complaint Details
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Initial Complaint
04/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to a neurologist and he signed me up for a home sleep study with snap diagnostic. I received the test and used it like I was instructed, but my doctor said the results was not clear and couldn't be read. I called snap diagnostic and asked them to stop charging me for the test because my doctor said it was not clear. Snap diagnostic refused to stop billing me and give me a refund because they said the result are clear
Business response
04/03/2024
Thank you for submitting your concern. Our records show that you spoke with our manager in February, and given the circumstances we agreed not to charge you for the test. However, we found that our billing system continued to charge you monthly payments by mistake. We appreciate that you have alerted us to this error, and we are investigating how it occurred. We have refunded the total amount charged, and offer our sincere apologies.Business response
04/03/2024
Thank you for submitting your concern. Our records show that you spoke with our manager in February, and given the circumstances we agreed not to charge you for the test. However, we found that our billing system continued to charge you monthly payments by mistake. We appreciate that you have alerted us to this error, and we are investigating how it occurred. We have refunded the total amount charged, and offer our sincere apologies.Business response
04/03/2024
Thank you for submitting your concern. Our records show that you spoke with our manager in February, and given the circumstances we agreed not to charge you for the test. However, we found that our billing system continued to charge you monthly payments by mistake. We appreciate that you have alerted us to this error, and we are investigating how it occurred. We have refunded the total amount charged, and offer our sincere apologies.Initial Complaint
12/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
When Snap Diagnostics initially contacted me to setup a testing procedure, I was informed by them that my insurance had approved the test, however they would need my credit card information, in case I did not return their equipment on time, also in case there was a co-pay. A number of weeks after the test was completed, I received notification of a Snap Diagnostics charge on my credit card (I had not received any prior notification regarding the charge). When I called to inquire about the charge, I was informed that the charge was my co-pay. I asked the representative for an invoice or statement for the charge; I was told they do not give out any invoice, statement, or receipt, and they do not have to give one, because I gave them authorization to bill my credit card. This sounded ridiculous, not getting any document showing the reason for the charge! After going back and forth with the representative on this topic for about 20 minutes, they said that they would talk to their manager and I was placed on hold; when they came back to the phone, they agreed to send me a statement.After viewing the statement, I found that the insurance did not cover any of the charge, and I was being charged the entire cost of the procedure.Why was I told that my insurance covered the testing?Business response
12/16/2022
Thank you for speaking with our manager regarding your complaint. We hope that we were able to resolve your concerns.
As we discussed, during registration, our standard practice is to inform customers of the exact amount of their patient financial responsibility for the test. After testing has been completed, the patient responsibility is charged to the payment card on file and a receipt is sent to the email provided by the customer.
We looked into your case, and found that you were informed of your patient responsibility during your online registration, and again during your phone registration with our representative. You were also informed that your card on file would be charged after we released your test results and processed the insurance claim. Upon charging your card on file, a receipt for your payment was sent to your provided email address on 11/01/22. You should have also received an Explanation of Benefits (EOB) from your insurance company.If you have any further questions, please feel free to contact us at **************.
Customer response
12/25/2022
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
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My name is ***********************, birthdate is 08/28/1978. I recently had a sleep study test ordered by my Doctor. ********************** charged 275 dollars for the test. I wore the test for a few nights, 2 hours being the **** with issues every night with test, that I would remove. I sent test back believing it to be incomplete. I was charged the 275 dollars on October 13 2022. I reached out to them via phone on the same day. The lady said the test was complete because I wore the monitor for 290 minutes one night. I know this to be completely untrue. Might have been left on after taking off, but had so many problems I never kept it on. I want a full refund of my money for a test that was never completed.Business response
10/20/2022
Thank you for sharing your experience with us. From your complaint and our follow-up call, we understand that during your two nights of testing, you didnt feel that you slept well. You signed the paperwork and returned the recording to Snap. You didnt indicate that you had any trouble sleeping during the test, nor that you would like to cancel the test. Therefore, once your test and paperwork arrived at Snap, they were processed as usual. Our lab analyzed the two night recording, and found sufficient data on the second night, which had 215 minutes (over 3.5 hours) of actual sleep time available. Our accredited sleep technician performed a full analysis of the recording, followed by a review and interpretation by a board certified sleep physician. From a technical standpoint, the data quality was excellent, and we would be happy to go over the full recording with you and/or your medical provider.
As we discussed, we understand that you feel that the testing completed was not representative of your usual sleep. We hope that we were able to address your concern and that you are satisfied with the resolution. If you need any further assistance, please feel free to reach out to us, **************.Customer response
10/21/2022
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. ******, the vice president, has went above and beyond to rectify situation. I wish to have any negative remarks from me to the better business bureau about snap diagnostics removed. Thank you
Sincerely,
***********************
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.