1st Class Sleep Diagnostic Center

November 07, 2014Dear [redacted] , 1st Class Medical has received your notice of complaint about our business on ID [redacted] On October 31, [redacted] called our office and spoke to a representative in our office about his billingHe expressed his concern about the invoice he received from our collection company and his misunderstanding of his financial obligation for his medical equipment he received from usThe representative made a note on his account of the conversation they had and stated that he was "a VERY NICE man"He did inform our representative that he had returned his equipment, for this the balance and it was adjusted off, to which he expressed his gratitudeBefore the call was over with [redacted] he paid off his balances and was sent a copy of his statement showing a zero balance.On November 7, our account specialist immediately reached out to [redacted] to make sure that his needs were met by our staff and that we extend our most sincerest apologies, Please be assured that each staff member was made aware of this complaint and have been made aware of changes we have made to assure this does not occur again, On behalf of 1st Class Medical I would like to thank you kindly for bringing this to our attentionIf there is anything else we can do for you please feel free to contact me at the number listed above, Best Regards, La Taunya JDepartment/Company Head

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: On October 20, 2014, I filed a Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] As of February 9, 2015, the last person I spoke with was Jasmine on October 31, at about 10:AM EST, and she said she would look into the matterI was sent an account history, dated 10/31/2014, showing a zero customer balanceOn February 2015, I received, through the United States Post Office, a bill from First Class Medical saying I own $and the dated of service is June 23, Regards, [redacted]

March 12, 2015Dear [redacted] , Our office staff here at 1st Class Sleep Diagnostic Center has received your notice of complaint about our business on ID [redacted] As requested on the complaint from our patient we have ceased to reach out to him by means of calling and sending billsWe have since adjusted his account off as he states he did not receive the items that he was billed for.On behalf of 1st Class Sleep Diagnostic Center I would like to thank you kindly for bringing this to our attentionIf there is anything else we can do for you please feel free to contact me at the number listed above,Best Regards, Shawn Y,Department Head

9/18/Dear [redacted] : I'm the Chief Operating Officer of 1st Class Sleep Diagnostics, Inc., and I'm writing you personally to apologize for your disappointment and to make this rightWhen a patient makes an appointment and identifies an insurance company to bill for the cost, our practiced is to contact the insurance company to confirm coverageSometimes the procedure is not covered and sometimes the procedure is covered but the patient has not yet met the deductible So that the cost will have to be paid out of pocket by the patientAs a gesture of goodwill to our fellow human beings and because we believe in our mission, our company used to waive some payments when we learned that insurance would not cover, but we've been instructed by the government that we cannot do this because it may violate laws governing the delivery of medical services which require that someone pay and charges not be waivedSo now when we learn in advance of an appointment that insurance will not cover, our standard practice is to contact the patient before the study and advise that they must pay the charges directlyBecause the charges are considerable, we offer the alternative of an at-home study, which is not quite as useful but certainly is less costlyIf the patient declines the at-home study, the entire transaction should be canceled without a cancellation charge.Apparently, there was some mis-communication here; you thought you had to pay $whether of not a study was performed and that you would have to pay no more than $even if a study was performedYou are incorrect on both counts but stranger things have happened; even trained people do make mistakes on how our system is supposed to work and sometimes messages are misunderstood, Your complaint has prompted a review of our systems and in the future I hope to reduce miscommunications and misunderstandings by including e-mail confirmations of the details of any interactions with patients, copied to an auditor who can correct misstatements of policy before the damage is doneAs to your situation, I have instructed staff to contact ***, our collection agency, and pull this claimYour account is zeroed out and you owe us nothingAs a personal aside here, I assume that you sought us out because you believed you had a problem that might benefit from our evaluation and possible treatment planPlease take care of yourself and please don't let a pad experience sour you on the need to rely on professionals to monitor and maintain your health when you think you may have a problemAnd where you find you do have a problem, please don't let cost stand in the way of treatment.Sincerely, LaTaunya J Chief Operating/Officer