ComplaintsforParkway SleepHealth Centers

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was referred here for a sleep study and I will say that the staff was very courteous and knowledgeable. However, I paid $410.66 for a sleep CAP (for sleep anea) machine never worked. Not only that but, it was very loud (could not fall asleep because of the noise) and I've actually had to go back to using my old CAP machine. To top it off, I repeatedly asked Parkway SleepHealth Centers for a ****** machine (that is the brand that I had been using for 12-years). They told me that they didn't have it and that turned out to be a lie (please see attached file correspondence from Parkway SleepHealth Centers CEO Brandon Giegling) . I've repeatedly brought this up to Parkway SleepHealth Centers' attention and have tried to either get a refund or ****** machine that works and they refuse to help or do anything to improve this situation. It's pretty awful. I'm filing this complaint because I'm hoping to resolve this matter.

  

  Business response

  11/04/2022

  Parkway SleepHealth Centers has made several offers to this patient to help him troubleshoot his new device. While it is our policy that we not allow returns or exchanges for CPAP machines, we have offered several troubleshooting solutions that this patient has consistently refused. As you can see from the correspondence this patient submitted to BBB, this patient was offered an appointment with our PA or physician, a download of the device to assess for the resolution of his apnea while using the device and/or to assess the need of a PRESSURE (not ramp) adjustment, or a look at the machine to ensure the correct pressure is blowing and to assess the noise issue. Please note that if an actual defect with the machine itself had been discovered, the machine would have been replaced by the manufacturer as it is under warranty. However, despite all these offerings, the patient refused to let us do anything else to help him troubleshoot his new device. Of note, he did come in on 10/17/22 and we did adjust his ramp (not pressure) settings, but he has not allowed us the opportunity to do any of the above-mentioned appointments since we responded to his email with several solutions.
  
  As is the case with all patients, patients reserve the right to refuse any service or product. This patient understood he was getting a different brand of CPAP machine. Our security cameras do indicate that this patient was able to see, touch, hold and discuss this machine prior to actually leaving with the machine. The patient was never forced to take this machine. At the time of his appointment (10/6/22), we did not have other brands of CPAPs available, so he would have needed to 1) go on our waitlist for a ****** device or 2) opt to find another company with ****** machines available. Instead, he reviewed the machine, signed for the machine, and ultimately took home the machine. We have had several other patients opt to join a waitlist for other brands, and there is no reason this patient couldn’t have chosen the same route for himself.
  
  Parkway does not lie about our product availability. If we have something in stock, it is in our best interest to sell that product, not keep it here with us. The CPAP shortage is well documented—Google “CPAP shortage” or “****** shortage”--and you will see that companies and patients alike are struggling to get CPAP machines at this time. The CPAP shortage started in 2021 and has continued throughout 2022, making it challenging to stock certain brands and types of machines at any given moment. At the time that this patient received his device, we did not have a ****** device available. In full transparency, ****** very recently started allowing us to order more ****** devices, and they did recently arrive at Parkway. Therefore, while we do have some ****** devices in stock as of today, 11/4/22, we did not have them on 10/6/22. Unfortunately, we did not have a timeframe for ****** availability on 10/6/22 when this patient received his machine, and we continue to be at the mercy of ****** and other CPAP manufacturers as to how many machines we will get, when we will get them, and what version of their machines we will receive.
  
  Parkway believes that we have made every effort to resolve this patient’s issues while still standing behind our policies and product offerings. We have given out IBreeze machines (this patient’s new device type) over the course of 2022 and have received very few complaints with the device. Every brand of every product has good and bad—and there is no ONE brand we’ve found that every single patient has been happy with. While we are sorry that we did not have ****** machines available on the day that this patient was here, we would have gladly cancelled the appointment and placed him on a waitlist if that was the decision he made, as many patients before him have done.
  
  Thank you for the opportunity to respond to this complaint. 

*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. ↩