ComplaintsforDayton Lung & Sleep Medicine
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Complaint Details
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Initial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Oct 24, 2023 my BiPAP machine's motor broke after 5 years, 2 months and I called Dayton Lung and Sleep (DLS) about it. First step to get a replacement is to contact the sleep doctor's office and request they send an order with a prescription to the supplies company (Hooks Oxigen) and Hooks takes it from there working with my insurance. That same day DLS sent an incomplete order to Hooks and then resend another on 30 Oct that was also incomplete/ inacurate. After that, I attempted several to get hold of DLS on the phone to solve things. But, you can only leave voice mails (which they obviously continue to ignore). I went in person to DLS on Nov 8th. I was told they will communicate with Hooks and close the loop by close of business that date. I gather they did not attempt to close the loop until Friday 10th. DLS left me a voice mail shortly before 2:00 about not reaching anyone at Hooks. When I contacted Hooks and they said they did not have received a call or emails from DLS, we figured DLS contacted the wrong office. I called DLS shortly after 2:00 and their VM said they were already closed. I have spent this week (13-16 Nov) leaving VMs at DLS that had gone unanswered. This is an health issue because I have Central Sleep Apnea which is the worse kind of apnea. And I still don't even have hope of getting a replacement BiPAP ordered. In summary, my complaint is about the lack of follow up care DLS has displayed by never answering phones and ignoring voice mails.By the way I had my most recent doctor appointment on 4 Oct 2023 and inability to reach the office was already a problem then. I have no complaints against Hooks Oxigen who always answers phones and they have shown great concern on this situation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.