ComplaintsforOwn Sleep Medicine Services, LLC

• Initial Complaint

  05/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1. Huge advertising that you will have your results and a consultation within two days of them receiving the device back. Today is 8 business days and I haven't heard a thing. 2. I called 5 days ago and asked to speak to a supervisor, no one has returned that call. 3. My doctor checked the box for a consultation, but I shouldn't have needed one because I had a doctor referral. They should have caught that and verified it with the doctor (or asked me), instead they charged me and Medicare for the unneeded consult. 4. They never quoted me the self-pay price even though they advertise that they always give both. 5. Unable to provide me with a receipt saying how much I paid and how, even just a credit card receipt, isn't it the law? 6. Said they would send a summary of my initial consultation that I paid for and I never got it, have asked twice. In summary- I did the test, I need to know what the results mean. I need the Rx for CPAP equipment if I need it. I am supposed to have a free consultation that went with the testing to go over the results and what they mean within two business days of 4-26-24, but nothing so far. Not even a call back from me calling and asking to speak to a supervisor. So really it was just a waste of money to this point. Very false advertising. Now after all this work, I just want my money back, this is not a company I want to do business with.

  Business response

  05/08/2024

  1. On May 1, 2024, the patient engaged in a conversation with one of our Patient Coordinators. During this interaction, the patient expressed dismay regarding the sequencing of communication, indicating discomfort with the transmission of her results to her doctor before her own receipt. Although a sleep coach was readily available for consultation, the patient declined this option and instead requested to speak with a manager, who regrettably was unavailable at the time.
  2. Subsequently, on May 2, 2024, our Clinical Manager attempted to contact the patient. Despite initial contact, the patient abruptly terminated the call.
  3. It's imperative to note that Medicare's guidelines stipulate active participation of referring providers to ensure benefit eligibility. Consequently, the patient would need to undergo a consultation to avail themselves of coverage, as outlined by Medicare requirements. Despite our offering of a self-pay option, the patient remained steadfast in their preference for insurance coverage, thereby necessitating the consultation process.
  4. During the initial call on April 11, 2024, an oversight occurred wherein our Patient Coordinator omitted to present the self-pay option, opting instead for insurance due to its perceived cost-effectiveness. However, this error was rectified during a subsequent conversation with the patient on April 19, 2024, wherein the self-pay option was presented. Despite this, the patient elected to proceed with insurance coverage based on comparative cost analysis.
  5. Following the patient's request for an itemized receipt on May 1, 2024, our billing department promptly dispatched the requested document on May 3, 2024. Although comprehensive, the initial receipt did not meet the patient's requirements, necessitating further clarification regarding tax-related information. Consequently, on May 7, 2024, we provided a comprehensive receipt detailing the payment transaction, which the patient duly acknowledged.
  6.In light of the patient's expressed preference for communication with a supervisor, our Clinical Manager endeavored to facilitate discussion on May 2, 2024, encompassing consultation procedures, test results, and provision of requested documents. Regrettably, despite initial contact, the patient chose to terminate the conversation abruptly.

  Customer response

  05/09/2024

   
  ********** ********
  
  I am rejecting this response because:

  The company has twisted or falsified each event they claim happened to meet their own agenda. Either way, it is now two weeks after they received their device back and I still don't have results from them or know if I need CPAP equipment or have had the consultation with their sleep doctor to review the results and say what they mean. I don't have an Rx for sleep equipment if I need it. All this is advertised to happen within two days of them receiving the equipment back. So even if they did try to call me on May 2 (which they didn't) they were outside their time line.
  Here are my responses to each of their items:
  1. I was not upset that the doctor received the results first. I was upset that he had them for 5 days and I still hadn't heard anything from the company. They advertise the patient will receive the results within 2 days of getting the equipment back. The sleep coach was available at the beginning of that call but I wanted to speak to a supervisor first about MANY issues with things that had happened so I chose to wait for the supervisor. When Christian came back on the line he said the supervisor was not available and the sleep coach was now on another line as well. I asked that both please call me back. Neither has.
  2. No one called me on May 2nd and I have no missed calls on my phone. Sounds like maybe they called the wrong number and someone hung up on them?
  They never "offered" me a self-pay option, but after I looked over their website I saw that they say they ALWAYS quote the self pay prices along with insurance prices. This never happened initially so I asked about it. I did decide to go with insurance. I did not know about Medicare's rules and if a supervisor would have contacted me that might have been a point they could have cleared up.
  4. Actually they are correct in this, but only at my persistence
  5. Yes, I did get some sort of statement of account when I asked for a receipt, but it did not clearly show how much I had paid and with what method. I emailed back and asked for a credit card receipt and no one responded to that email. Since filing this complaint I have received a receipt showing how much I paid. I am not sure why providing a receipt for every paid transaction is so difficult for them, I actually think it is the law to provide one or offer one.
  6. NO ONE EVER CALLED ON MAY 2 AND I NEVER ABRUPTLY TERMINATED A PHONE CALL FROM THEM. I THINK THEY MUST HAVE CALLED THE WRONG NUMBER AND THE PERSON HUNG UP ON THEM!!  I have been awaiting their call, why would I hang up? I also show no missed or received calls from them on that day on either of my phones.  May 2nd I have two incoming calls, one at 8:42  AM from a friend and one at 10:37 AM from a friend. That's all my landline shows. I can send you my phone logs directly from Comcast if you would like? On my cell phone 5/2 seven incoming calls all from people I know except one from "Healthcare- Eugene" with a local Eugene phone number. No missed calls. I can pull that record from Verizon for you as well.  Really sounds like you called the wrong number and got hung up on. No second attempt? Nothing?  No call from the sleep advisor about the results and what they mean? No Rx? No sleep equipment? Nothing?? And you don't understand why I am upset?
  
  ********** ***** *****

  Business response

  05/10/2024

  Please see attached screenshot, showing call between patient and Own Sleep Medicine on May 2nd, 2024.

  Customer response

  05/13/2024

  A 26 second call that does not show on my call log, sounds like it got dropped or something weird happened? Does not show on my actual phone either. That is so odd.  But either way if someone answered (but no one did, but if they had) and had to hang up abruptly, or couldn't hear you, or whatever, why wouldn't you just call back? And why still no results shared with me? And now dismissed from the practice, great way to run a medical practice!!

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to talk to someone about the Autofill which was updated 2/7/2023 via email Which I have the email thread. I spoke to ***** (not sure on spelling) I expressed to her I talked to someone via email told them I don't want monthly supplies, ***** was the rudest person to deal with instead of her asking me for the emails or looking in the email thread with the company she insisted I was lying and hung up. This is NOT good business at ALL and THIS IS FRAUD I didnt authorize this!!

  Business response

  04/07/2023

  We've offered *** ***** a full refund once she returns all the items unused and unopened she received mistakenly.

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