California Sleep Solutions

We have reviewed the complaint from Mr [redacted] and the following is the result of our investigationThe insurance plan deductible for Mr [redacted] is $2,prior to benefits being payable100% of services provided to him were applied toward the plan deductible, which we are contractually required to collect by Blue Shield of CAMr [redacted] was not billed for any monthly rentals or other services following the return of the equipment to our officeAdditionally, his insurance plan significantly cut the monthly rental rate as of December 1, 2016, resulting in the cost being much lower than initially estimated, i.e$v$1,I have included below a summary of charges transferred to patient responsibility by [redacted] **.(Please see attached document)In reference to the support service provided, I am showing that from October 2016-February our staff spoke with Mr [redacted] by phone on 16, and 11.29.17, in addition to the in person support appointment on and the six messages we left to check on his progressWe are available to work with out patients, however, we are not physicians, and therefore, are unable to facilitate changes to therapy without the authorization of a physicianBased on our account review, all charges for Mr [redacted] were accurate and our staff did make attempts to provide him with all available services allowed in our scope of practicePlease don't hesitate to contact me for any further information

RESPONSE AND DOCUMENTATION SENT VIA US MAIL - COPY BELOW April 17, ATTN: [redacted] Revdex.com Beacon Blvd West Sacramento, CA RE: Case ID Dear Mr [redacted] , We received your letter regarding complaint in our office todayI have reviewed the referenced account and billing history and am providing documentation of patient balance for your reviewMr [redacted] received medical equipment from our office July 27, Along with his equipment, Mr [redacted] received a financial estimate stating that his insurance would rent the equipment for months prior to paying the full purchase price (insurance guidelines.) Mr [redacted] also received a copy of Patient Rights and Responsibilities, stating “It is your responsibility to provide complete and accurate information regarding your medical history and billing information” and “advise any changes in your status, including address, medical condition and billing information.” Unfortunately, Mr [redacted] did not notify our office of his change in insurance coverageOn January 27, we submitted the monthly rental claim to the insurance on file and on February 15, we received electronic communication from the insurance plan stating the patient was no longer coveredWe notified the patient on March 3, that we needed their updated insurance information or a direct paymentOn March 8, Mrs [redacted] contacted our office to discuss the bill, and in explanation of the insurance notice advised us of the change in plan, which required the patient go to a specific provider or pay out of pocketWe advised her we would not require return of the equipment until transition of provider was coordinated since Mr [redacted] needs the therapyShe declined to keep the unit during transition and returned it to our office on March 14, We have no record of communication with Mror Mrs [redacted] on April 11, 2017, as listed on the complaint, however we did mail a second notice of balance due on April 6, It should also be noted that Mr [redacted] received an earlier model of this medical equipment in January of 2013, and after not meeting his insurance usage requirements failed to return the equipment to our office until October We were not paid for the months of April- October of Since this is his second time returning equipment to our office he should reasonably have been aware of the financial requirements for returned medical equipmentIn response to the desired settlement: Item 1: As a courtesy, we waived all fees for seven months in and for the month of March 2017, totaling months of forgiven rental fees (almost full cost of a device, rented at months.) Mr [redacted] owes a balance for rental charges for January and February of since he did not meet his responsibility to notify us of the change in insurance plan, and we will not be paid in full for this device and cannot “re-sell” to another patient, in addition to our loss from Item 2: we routinely notify all patients of their responsibility to keep updated insurance information on file, including Mr [redacted] on both occasions of receiving equipment from our companyFor your review, I am attaching a copy of the paperwork the patient received with his equipment with the applicable information highlighted, along with the call logs discussing the balanceI also included a letter from regarding his balancePlease let me know if you have any questions or need further documentation for this complaint responseSincerely, [redacted]

I am rejecting this response because:
Item 2: "We routinely notify all patients of their responsibility to keep updated insurance info on file, including Mr*** on both occasions of receiving equip from our company."
You don't routinely notify the customer, that is not true
Yes on pg of pgs there are two lines about billing/insuranceThis information gets lost with the pages & pages of information
My point has been and still is you should contact your clients at the end of each year regarding changing of insurance companies since this is the typical time of year thousands of people change insurance companies
Had we been notified in November, I could have complied but that's not what you didYou waited until March to notify us
*** has been seriously ill for yearsHe has lost his business and our phone has been disconnected
I know nothing about issuesI was not thereI appreciate the kindness you showed at that time but lets talk about how you conduct your business now
How many other of your clients unknowingly fall into the change of insurance debacle? Many people don't even have a choice and their insurance changes at the beginning of the New Year
If you could send a post card to your clients at the end of the year a lot of this can be avoided
I think you have a moral obligation to do this
Please forgive this bill

Good afternoon ***,The requested documentation was sent with our initial response, which I am reattaching herePlease see page of attachment: pt initials acknowledging receipt of Rights & ResponsibilitiesPlease see page of attachment: highlighted items "provide complete and accurate information regarding your medical history and billing information" and "advise of any changes in your status, including address, medical condition and billing information"We are happy to provide any further documentation you may require to resolve this complaint. Don't hesitate to contact me with any questions.*** ***California Sleep Solutions Conroy Lane, 600Roseville, CA 95661*** *** *** fax***@casleep.comwww.casleep.com Confidentiality Notice: The information contained in this message is legally privileged and confidential information intended only for the use of the individual or entity name above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this message is prohibited. If you have received this message in error, please immediately notify us by telephone and delete the message

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Dear Mr***, We received your letter regarding complaint ***I have reviewed the referenced account and billing history and am providing an explanation of patient balance for your reviewMr*** scheduled an appointment for an overnight sleep study by phone on at which
time he was advised of the hour cancellation policy and mailed a patient packet explaining the cancellation policyOn Mr*** received an automated text message from our office reminding him of the hour cancellation policy and that if he cancelled any later a $fee would applyMr***’s wife called our afterhours call service four hours prior to the scheduled appointment to cancelThe department supervisor agreed to waive the fee as a one-time courtesy if Mr*** rescheduled his appointment (standard company policy), which he declined to do during a follow up call on The only communication our office has received since that time was a call on from Mr***’s wife requesting to waive the feeNo communication attempts via letter or additional calls have been received by our officeMr*** has received statements for the $fee each month, following the cancellation with only four hours advanced noticeBecause Mr*** did not respond to the monthly statements of the outstanding balance, we mailed two collection warning notices in October and NovemberHad Mr*** contacted our office, we would have obliged to work this out with him directlyAlthough this fee is a legitimate charge, of which Mr*** should reasonably have been aware after having been informed by phone, mail and text, I have approved a waiver of the fee, despite Mr*** declining to reschedule his service according to our standard waiver policyThis is being processed as a one-time courtesyYou may reach me by phone or email if you require copies of the policy provided to Mr*** of our cancellation policy or any further information to close out this complaintSincerely, *** ***

We have reviewed the complaint from Mr. [redacted] and the following is the result of our investigation. The insurance plan deductible for Mr. [redacted] is $2,500.00 prior to benefits being payable. 100% of services provided to him were applied toward the plan deductible, which we are contractually...

required to collect by Blue Shield of CA. Mr. [redacted] was not billed for any monthly rentals or other services following the return of the equipment to our office. Additionally, his insurance plan significantly cut the monthly rental rate as of December 1, 2016, resulting in the cost being much lower than initially estimated, i.e. $781. v. $1,218.39. I have included below a summary of charges transferred to patient responsibility by [redacted].(Please see attached document)In reference to the support service provided, I am showing that from October 2016-February 2017 our staff spoke with Mr. [redacted] by phone on 10. 12. 16, 11.16.16 and 11.29.17, in addition to the in person support appointment on 10.17.17 and the six messages we left to check on his progress. We are available to work with out patients, however, we are not physicians, and therefore, are unable to facilitate changes to therapy without the authorization of a physician. Based on our account review, all charges for Mr. [redacted] were accurate and our staff did make attempts to provide him with all available services allowed in our scope of practice. Please don't hesitate to contact me for any further information.

RESPONSE AND DOCUMENTATION SENT VIA US MAIL - COPY BELOW April 17, 2017 ATTN: [redacted] Revdex.com 3075 Beacon Blvd West Sacramento, CA 95691 RE: Case ID 12096824 Dear Mr. [redacted], We received your letter regarding complaint 12096824 in our office today. I have reviewed the...

referenced account and billing history and am providing documentation of patient balance for your review. Mr. [redacted] received medical equipment from our office July 27, 2016. Along with his equipment, Mr. [redacted] received a financial estimate stating that his insurance would rent the equipment for 10 months prior to paying the full purchase price (insurance guidelines.) Mr. [redacted] also received a copy of Patient Rights and Responsibilities, stating “It is your responsibility to provide complete and accurate information regarding your medical history and billing information” and “advise any changes in your status, including address, medical condition and billing information.” Unfortunately, Mr. [redacted] did not notify our office of his change in insurance coverage. On January 27, 2017 we submitted the monthly rental claim to the insurance on file and on February 15, 2017 we received electronic communication from the insurance plan stating the patient was no longer covered. We notified the patient on March 3, 2017 that we needed their updated insurance information or a direct payment. On March 8, 2017 Mrs. [redacted] contacted our office to discuss the bill, and in explanation of the insurance notice advised us of the change in plan, which required the patient go to a specific provider or pay out of pocket. We advised her we would not require return of the equipment until transition of provider was coordinated since Mr. [redacted] needs the therapy. She declined to keep the unit during transition and returned it to our office on March 14, 2017. We have no record of communication with Mr. or Mrs. [redacted] on April 11, 2017, as listed on the complaint, however we did mail a second notice of balance due on April 6, 2017. It should also be noted that Mr. [redacted] received an earlier model of this medical equipment in January of 2013, and after not meeting his insurance usage requirements failed to return the equipment to our office until October 2013. We were not paid for the months of April- October of 2013. Since this is his second time returning equipment to our office he should reasonably have been aware of the financial requirements for returned medical equipment. In response to the desired settlement: Item 1: As a courtesy, we waived all fees for seven months in 2013 and for the month of March 2017, totaling 8 months of forgiven rental fees (almost full cost of a device, rented at 10 months.) Mr. [redacted] owes a balance for rental charges for January and February of 2017 since he did not meet his responsibility to notify us of the change in insurance plan, and we will not be paid in full for this device and cannot “re-sell” to another patient, in addition to our loss from 2013. Item 2: we routinely notify all patients of their responsibility to keep updated insurance information on file, including Mr. [redacted] on both occasions of receiving equipment from our company. For your review, I am attaching a copy of the paperwork the patient received with his equipment with the applicable information highlighted, along with the call logs discussing the balance. I also included a letter from 2013 regarding his balance. Please let me know if you have any questions or need further documentation for this complaint response. Sincerely, [redacted]

Review: California Sleep Solutions is a Sleep Apnea test center. My sense is that from the moment I walked in they were selling me a CPAP machine.

My Doctor sent me to this facility to test for sleep apnea. I was eager to determine if I was afflicted with this. The experience was horrible. The staff were uncaring technicians. The only common theme in the experience was to sell me on CPAP. It was the first and last thing mentioned. Upon signing in I was told that trying CPAP would be a required part of the test. First they take an hour to wire your entire body with electrodes - must have been 100. Then you try to sleep. Immediately after finally falling asleep I was awakened to the technician saying it was time to try the CPAP. I agreed. I tried for an hour to use it but felt I was suffocating. I called the tech in to remove it. She insisted I try another type - I refused to try any further CPAP. I was rudely told "Well then your session is over you can go home". It was like 3am. I asked to stay until morning, was allowed, but awakened at 5 and told to leave. I got home full of electrode gel and electrodes still stuck all over me. The next day they called me and said I MUST return for a CPAP fitting. I said I had no intention of using CPAP and reminded them I had told them this during the session. The person got quite rude and insisted that my life was in danger and I MUST use a CPAP. I said no again and was told, like I was 5 years old, well we're going to have to report this to your doctor. I told them not to waste the time or money to send anything to my doctor - that my relationship with them was over. LATER that day they called my wife and alarmed her by telling her my life was in danger if I did not use CPAP and return for a fitting and that she should talk me in to going back. That was way inappropriate. THEN I got a bill for my share of the $2,000 I was told about for the night of the test; AND a bill for $152 for my share of a report generated 4 days later to my doctor - that I not only did not authorize - I had told them NOT to waste their time and money. I included a letter with my portion of the first bill explaining why I did not think I should pay for the later service I did not authorize. All I got back was another bill. I called, spoke to the billing dept. they could do nothing but send me a request for financial hardship in paying - which I completed and returned with a second letter. I got no response (weeks passed). I sent a third letter directly to the Director and a week later got a call from the billing department again who said they saw my letter and their form in my file and would take it off the bill. A month later I got another bill with $10 of interest for late fees. I have sent a FOURTH letter WITH payment and have gotten no response - I'm guessing they'll want their $10 because they won't count the 6 months of not responding to my requests. The bottom line is I don't believe I have apnea and my wife of 39 years says she has never observed my stop breathing or gasp for air in my sleep. I'm not convinced their test results are accurate. These people have long lost sight of who their customer is and I strongly recommend using a different service if you must have apnea testing. This is true customer NO service.Desired Settlement: I gave up trying to get out of paying them for services I did not authorize and paid them - we'll see if they continue to try to collect the late fees that THEY CAUSED by not responding to my service requests.

Business

Response:

Business Response

Mr. [redacted] was referred to our facility for an overnight sleep study on December 4, 2012 by his physician. On December 19, 2012, he came to our facility, located at 1020 Sundown Way, Suite 160, Roseville, CA 95661 for the sleep study recommended by his physician. We performed the study recommended by his physician.

An overnight sleep study requires that small sensors be placed on the patient scalp, chest, arms and legs. These sensors are attached by wires, which are bundled similar to a "pony tail" at the top of the patient's head to minimize discomfort for the patient during sleep. Unfortunately, current technology doesn't allow for wireless transmission of the signals necessary to monitor sleep stages, apnea events, oxygen levels and the other body and brain activity that is being monitored. The setup of the sensors typically takes 45-60 minutes.

Standard procedure for the sleep study also includes a CPAP trial prior to the beginning of each study. The purpose of this trial is so the patient knows what to expect if they meet the criteria established by their insurance company and CPAP needs to be initiated during the night. The trial gives the patient an opportunity to experience the sensation of the mask and the therapy so they are able to tolerate it, if needed. CPAP is the gold standard for treatment of Sleep Apnea an the first line of defense prior to considering alternate treatments, such as BiPAP or sugical interventions. Unless CPAP is tried and failed insurance typically does not cover alternate therapy options.

Mr. [redacted] the criteria established by his insurance company and by the American Academy of sleep Medicine for initiating CPAP therapy [redacted]. At this time our technologist [redacted], per standard protocol. After about 30 minutes, the [redacted] and our technologist continued with [redacted] of the study for the next 3 1/2 hours. Typically, we end the study around 6:00am, however Mr. [redacted].

The morning questionnaire, completed by Mr. [redacted] following his study rated our technologist as Excellent in the categories of "Courteous and Professional" and "Explanation of Testing Procedure". He rated the technologist demonstration of CPAP as Good. This is contrary to his complaint stating the technologist was "Rude".

Following an overnight sleep study, the study data is interpreted by a Board Certified Sleep Physician for the purposes of diagnosis and recommendation for treatment, if applicable. We are obligated to report this data to the referring physician, as ti is an ordered medical procedure. Mr. [redacted]' study was interpreted by a Board Certified Sleep Physician on January 7, 2013. The interpreting physician recommended [redacted].

We received a referral from Mr. [redacted]' physician ordering the follow up study on January 9, 2013. On the same date our scheduling staff contacted Mr. [redacted] to schedule the study. He told our representative that he wanted to think about it. On January 23, 2013, we mailed a letter to Mr. [redacted] at his home address to follow up, explaining [redacted].

We did not receive any further contact from Mr. [redacted] until February 20, 2013, following the statement for his coinsurance amount of the technical portion of the study. When our billing representative attempted to return his call there was no answer, but she did leave him a message on February 20, 2013. Mr. [redacted] did not call back. He received additional statements for the technical portion of the study on April 1, 2013 and May 1, 2013. These services were paid in full.

Mr. [redacted] also received statements for the professional fee (Board Certified Sleep Physician interpretation of study data) on April 1, 2013, May 1, 2013, June 3, 2013, and July 3, 2013. The amount due remains unpaid to this date of this letter.

On July 8, 2013, a letter was received from Mr. [redacted]. The letter contained three letters, dated April 5, 2013, May 12, 2013, and July 3, 2013. There is no record of any letter received from him prior to July 8, 2013. The conclusion of the letter stated "If you persist in billing me for my portion of the 1/7 service then I will have to express my experience with your service to my associates at Revdex.com, California Dept of Insurance and Managed Care and Blue Shield". In response to the letter the account was researched to determine if there was an error in billing for services.

On July 11, 2013, our billing representative contacted Mr. [redacted] to discuss his account and concerns. Mr. [redacted] expressed to our representative that he believed he was being billed for the follow up study, which he had refused. Our representative explained to him the bill he had received was for the professional fee (Board Certified Sleep Physician interpretation of the study data). Our representative informed him that she would remove all interest charges and fees accrued on the overdue account, as a courtesy. Mr. [redacted] stated his understanding of the charges, but said that he would not pay because he was not happy with the service he received. He went on to state that he believed our company to be a fraud and he should get an attorney involved; he told her that if we insisted he paid for his service then eh will report us to all of the agencies listed in his letter.

Mr. [redacted] told our representative that we were paid by his insurance company and he was not going to pay his portion. We did not receive any payment from his insurance company, as the amount was applied to satisfy his deductible. We are contractually required by the insurance company to collect this amount from Mr. [redacted] and he has received credit for paying this amount from his insurance company, reducing his out of pocket expense for other medical services.

To address some of the points in the complaint:

1. The staff were uncaring or rude - Mr. [redacted]' satisfaction survey indicates that he was satisfied with the service received by our office and technical staff immediately following his study; he did notate that the wires were uncomfortable and that he felt he did not sleep well on his post study questionnaire.

2. Goal to sell CPAP - we are a medical facility and do not market or sell directly to the public; we perform medical procedures and provide medical equipment as ordered by a licensed physician.

3. Wire entire body with 100 wires - there are 18-21 leads used in the study in order to record the necessary data for evaluation of [redacted].

4. Awakened right after falling asleep - [redacted].

5. We told to him to go home at 3:00am - we do not allow patients to leave the lab prior to the end of study for safety reasons without signing an "Against Medical Advice" form; our protocol for patients that refuse [redacted] of the study is to continue a full night of data acquisition without [redacted]; [redacted].

6. We called his wife to say his life was in danger - we spoke to Mr. [redacted] on January 9, 2013 to schedule a follow up study but he told us he wanted to think about it before scheduling; on January 23, 2013 we mailed a letter addressed to him at his home address regarding [redacted]; Mr. [redacted] had not informed us of a preference to not receive calls or email at his home phone/address; if his wife opened the letter addressed to him we did not intend for such use of privately addressed correspondence.

7. Non-responsive - our records indicate that we have been responsive to phone call, emails and letters received from Mr. [redacted], typically on the same day, but always within a few days.

8. Hardship waiver - we do not have a hardship waiver on file for Mr. [redacted], nor any qualifying documentation for financial hardship.

9. Test results are inaccurate - Mr. [redacted] has been [redacted], based on the data recorded the night of his procedure.

We are an accredited facility and our testing procedures follow the guidelines set by the American Academy of Sleep Medicine (AASM); our billing practices are audited on a regular basis by insurance companies. We follow the same procedures as all AASM accredited labs, in conjunction with any applicable insurance guidelines. Mr. [redacted] did not express any discontent with service received until two full months after his service with our facility, and only after having received a bill for services. We are contractually required by Blue Shield of California to collect the outstanding amount because it was applied to Mr. [redacted]' deductible, thereby reducing his future out of pocket costs for medical services.

We take pride in providing a high quality of care and exemplary service to each and every one of our patients. Our investigation of this matter doesn't reveal any failure of service to Mr. [redacted]. We believe this complaint a result of Mr. [redacted] not wanting to pay for services provided, but unfortunately, we are not in a position to waive the overdue amount due to our contractual obligation to his insurance company.

Review: I am writing to file a complaint against CA Sleep Solutions. I received a bill in the beginning of July, 2014, stating that I owe $11.40 for a chinstrap that cost $55. I called the billing department to verify whether both my insurance covered the payment. [redacted] from the billing department said both my insurances had paid but I still owed $11.40. I trusted her and paid the bill with my Chase credit card on July 8th, 2014. On the same day, I called [redacted], my secondary insurance, and inquired about the bill and they said that I did not have a patient responsibility of $11.40. I looked at the CA Sleep Solution bill again and realized that my pri[redacted] Insurance, [redacted], had paid $11.40 and that my secondary Insurance, [redacted], paid $43.60. Both insurance together paid $55, which was the exact cost of the chinstrap. I called [redacted] at the billing department to ask for refund because [redacted] told me that I did not have a patient responsibility. But she refused to refund me because the Explanation of Benefits (EOB) from [redacted] had stated that I had a patient responsibility of $11.40 so according to their guidelines, they have to charge me $11.40. But I said that CA Sleep Solution already got paid the $55, which covered the entire cost of the chinstrap, so why would they charge me more for the chinstrap. I told her that would be fraud. They are getting an extra $11.40. She still said that she cant refund me until she gets a new EOB from [redacted] stating that I dont have any patient responsibility. But I said they already got paid 100% and are charging me extra. I asked to speak to the manager and she said there wasnt any manager available to talk to me. She said she would investigate and call me back with an answer. She never called me or informed the manager. I called [redacted] to ask them to send CA Sleep Solution the corrected EOB. [redacted] said they would fax them the EOB stating that I didnt have any patient responsibility. I attempted to call the manager, [redacted], and left messages a couple of times (July 10 and July 14) but she never returned my call. On July 16, I received a call from [redacted], who was the general manager at CA Sleep Solutions. He said [redacted], the other manager, had told him to call me. I informed him of my conversations with [redacted] and [redacted]. He had the same response as [redacted]. I asked him to send me the EOB, which stated that I had a patient responsibility of $11.40 but he had not even looked at the EOB when he called me. He called [redacted] in for a conference call and said he had to get back to me so he can figure out the calculation. [redacted] and [redacted] saw an EOB from May 29th that stated I owe $11.40 ([redacted]s EOB statement said I owed $5.50 and [redacted] had sent me a check for $5.90, therefore I owed CA Sleep Solution $11.40). I told him that it doesnt make sense the way they charged me. If [redacted]s EOB said I owed $5.50, why would they charge me an additional $5.90 just because [redacted] sent me a check? They should have charged me according to what [redacted] EOB said I owed, which was $5.50 and not $11.40. I further explained to him that [redacted] said that I didnt have any patient responsibility but he wanted to see the corrected EOB. I told him that [redacted] had sent one to CA Sleep Solution a week ago. But he said he didnt get it. I told him that I wanted to see the EOB he was referring to about the $11.40 but he never sent it to me. So I called [redacted] again and asked an associate to refax the corrected EOB to [redacted] but when I called [redacted] back, he said that they only received the front page of the EOB. I called [redacted] again to ask them about the $5.50 and $5.90 in the EOB statement. [redacted] said there was a calculation error on their part, they sent me a check for $5.90 because I overpaid [redacted], and the $5.50 was a calculation error. [redacted] informed me that they sent the corrected EOB to CA Sleep Solution on June 1, 2014 with the corrected changes stating that I have 0 patient responsibilities. I asked [redacted] to fax the corrected statement again. I told CA Sleep Solution that [redacted] had made a calculation error but they would not listen. On July 19th, I called CA Sleep Solution to follow up to see if they received the correct EOB but they said [redacted] was not available. I later called [redacted] to ask them to intervene and do a conference call with [redacted] because I didnt trust what they said anymore and wanted another associate to explain it to [redacted] so they wont have more excuses. But we were told that [redacted] was in a meeting and that they never got the fax for the corrected EOB so [redacted] faxed it again. I asked [redacted], the rep for CA Sleep Solution, to have [redacted] call me when he gets the corrected EOB so we can resolve it. [redacted] never called me back. On July 21st, I called [redacted] to do another conference call and asked about the status. [redacted], the associate at [redacted], tried doing a conference call but she told me that the person on the phone at CA Sleep Solution said [redacted] and [redacted] were not available to talk and that they wont discuss the case with the [redacted] rep nor me. CA Sleep Solution did not want to do a conference call. She just said that [redacted] spoke to [redacted] from [redacted] about my case and that it was already resolved so they didnt want to open up the case again. [redacted] from [redacted] was supposed to call me and tell me that I was not getting a refund. However, [redacted] from [redacted] said that it would not be possible for [redacted] reps to call the customer because they didnt have a direct line. [redacted] asked the woman at CA Sleep Solution whether they received the corrected EOB but she refused to answer [redacted]s question and work with her. [redacted]e said she has not had a vendor who refused to cooperate with her. I asked [redacted]e how was the case resolved if they never addressed our questions and were refusing to work with [redacted] and me. [redacted]e said she would send my case to special investigation department so they can resolve the situation with CA Sleep Solution and have them refuDesired Settlement: According to the corrected EOB, CA Sleep Solution needs to refund me. Not only do I want my refund but I want to report to all the appropriate agencies that CA Sleep Solution has dishonest business practices and poor customer service, and is committing customer and insurance fraud. I asked [redacted] to send me the EOBs they sent to CA Sleep Solutions to document this complaint. I will be sending copies of all the documents (the bill from CA Sleep Solutions, my payment receipt for $11.40, and 2 EOBS (one for May 29 and the corrected version) to your agency. If you need more documents or have questions, please contact me at ###-###-#### and/or [redacted] about my case at ###-###-####. There are two reference numbers (#[redacted] and #[redacted]). Thank you.Regards,[redacted]

Business

Response:

Company states we are awaiting for the EOB from the insurance company. As soon as we receive that we will be able to make any necessary adjustments or refunds if that is what it tells us.

Consumer

Response:

I tentatively accept the Business response. I won't completely accept until I see they have refunded my money. The business and I had a conference call with my health insurance and as stated before, my insurance confirmed that I have 0 patient responsibility. I'm waiting to

hear back from the Business about when my money will be refunded. The issue has not been completely resolved by the Business.

Their location in Roseville is not a real sleep lab the rooms are not a controlled environment you can hear noise from other rooms other patients people talking mechanical noises . There are no doctors or medical personnel at the facility technicians only one person claiming to be an EMT is not good enough

I had a sleep study done.. Prior to this I had asked sleep solutions to verify that there was no co-payment due.. They informed me that there was NOT.. I had the study done. I thought that was the end of it.. My insurance was billed and made payment to them in Oct. 2013.. In May 2014 I received a bill from Calif. Sleep solutions for a co-payment due to them.. When I called them they stated that this was my portion of the bill due. After 2 months of going back and forth with WHY I been told there wasn't a co-payment before I had this study done and WHY was I now receiving a bill 10 months later, I received an additional charge for the same study in July and still NO resolve.. I set up payments with them in July 2014 to an agreed payment of $25.00 a month over 10 months since I felt if they could wait 10 and 12 months for billing and INCORRECT information provided to me , than they could wait 10 months for payment in full they agreed to this. After making 2 payments, on 9-9-2014 I received a phone call from Patrick their accounts receivable department demanding payment in full. Once again I was told that YES the had agreed to payments of $25.00 a month, but it should have been set up a different way to collect. This was NEVER TOLD TO ME AGAIN. This COMPANY is IRRESPONIBLE, and does not hold to a Professional way of conducting business. COMSUMER BEWARE if you do business with them.. EVEN when you ask the RIGHT questions they come back with something different. 10 months later is a RIDICULES amount of time to send a bill out to a client. This complaint isn't amount the money as much as it's about the LACK of PROFESSIONALISM that CALIFORNIA SLEEP SOLUTIONS used in the billing and resolve in this matter