ComplaintsforCapitol Sleep Medicine, LLC

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  August 13th I purchased a CPAP machine from Capital Sleep Medicine. I paid $212.71. The machine they gave me was my only option to purchase. After having the machine for 1 week it did not work and after reading several reviews, this machine is not used much and is not good. I contacted the company and asked if I could return it. And they agreed and accepted the machine back. I have contacted the office several times asking for a refund and they tell me I have to call the billing office. The billing office has no documentation that I returned the machine and refuses to refund my money. I contacted the office again to explain to them why billing will not refund my money and they tell me there is nothing they can do about it.

  Business response

  10/14/2024

  ** was set up with a CPAP machine and supplies on 8/13/2024. He signed a *** financial policy with the following verbiage:
  
  “You have seven (7) days from the date dispensed to return your machine. *** supplies such as: mask, headgear, chin strap, tubing, filter and water chamber are NOT refundable and cannot be exchanged unless unopened” as these items are not reusable.”
  “I have chosen to receive this equipment/supplies and understand that I will be financially responsible for the charges indicated above.”
  “Capitol Sleep Medicine is one of many providers in the area that can provide you with this kind of equipment. Please understand that you may fill your prescription for your machine at any provider of your choosing. Capitol Sleep Medicine is only one of your options”
  
  Patient paid his coinsurance of $212.71 for machine and medical supplies. He opened his supplies and returned the equipment 10 days after he received it despite having signed our policy that he only has 7 days to return his machine. We gave him a 3 day leniency in good faith. He was reimbursed for the portion he paid for the machine but cannot be reimbursed for the medical supplies as these were opened and cannot be reused once they are opened.  Please see attached signed document.
  
  Patient was given a choice at the time he got the machine of getting elsewhere but he chose to obtain the machine through us, please see signed document.
  
  He was fully and clearly advised of these terms before he chose to be set up with a high-quality CPAP machine in our office. Further, once he contacted our office our billing manager worked with him and explained to him that no refund is due for items that that were opened and used, and that he would not be responsible for the full price of the machine despite the fact that he failed to return it within the 7 day return window explicitly stated in the financial policy that he signed.
  
  No further action will be taken by this office.

  Customer response

  10/30/2024

  The company Capital Sleep Medicine did not refund me any of my money that I paid out of pocket. Their billing company told me that my payment was used to cover a ‘rental ‘ fee. They said that since insurance would not cover what they needed, changed the billing language from purchase to rental so they could recoup money even though the machine was returned.

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