Quality House Care

To whom it may concern: I writing to address complaint ID # [redacted] submitted on [redacted] Please see the below timeline with to address the delay in the patient receiving their medical equipment 07/26/***: Received referral and contacted patient to start the process 07/27/***: Received email from patient and emailed patient nasal mask recommendations 08/08/***: Received email from patient confirming what manufacture, model and size mask requested 08/08/***: Emailed patient [redacted] Priority tracking information 08/13/***: [redacted] Priority package delivered to overseas PSC address 08/19/***: Package returned to sender and departed for USA 08/22/***: Received an email from the patient stating that the package was sent to an old overseas address, and had wanted the package to be mailed to the [redacted] address submittedThis was SleepQuest’s error and the package should have been sent to the [redacted] address 08/22/***: Patient was called at 4:PM, I apologized about the shipping error and explained that the package departed [redacted] and is in route to the [redacted] CA [redacted] facilityThe patient said they were going to be traveling cross country for two weeks and at that time provided me with another address in NC to send the package 08/26/16: Package arrived in the [redacted] , [redacted] Facility 08/31/***: Tracked package to find that it was forwarded to the Military Post Office [redacted] ** 08/31/***: Email sent to [redacted] Agent requesting that the package be routed to SleepQuest 08/31/***: [redacted] Agent responded saying that the package should be returned to sender, unless something in the system will indicate an electronic interception, then the package will be forwarded to another address 09/08/***: Package sent from [redacted] CA to the [redacted] facility [redacted] and heading back to *** 09/13/***: [redacted] agent contacted to see if the package can be retrieved and redirected back to SleepQuest 09/14/***: Tracked package to find it departed [redacted] in rout back to USA 09/16/***: Package processed through [redacted] ***, we assumed that the package would be returned to SleepQuest within the next week 09/23/***: Tracked package to find it had been processed through [redacted] ***, departed for the [redacted] facility [redacted] IL and then heading back to *** 09/28/***: Tracked package to find it arrived in [redacted] 09/27/ [redacted] and departed 10/01/ [redacted] for [redacted] 10/02/***: Emailed [redacted] agent to request assistance with intercepting the package and have it returned to SleepQuest 10/06/***: Employee on Tour at ***, who works military mail, was given information and asked to locate and return package to SleepQuest 10/13/***: SleepQuest still had not received the package, emailed [redacted] agent and were told that we should get the package back in the next few days and if not to let them know 10/18/***: Package still shows in **, emailed [redacted] agent, who was going to contact the International group for a status update 10/31/***: The package has still not been returned to SleepQuest and there is still no response or update from the international team 11/02/***: Emailed patient to apologize about the delay and to let the patient know that I am going to send him another package and please confirm that the patient still wanted the package to be sent to the NC address 11/03/***: Received an email from patient notifying me that the patient’s mother received the package two weeks ago, the patient figured that I had forgotten about the whole thing because it had been a while and it had been ordered back in *** SleepQuest made the initial error of not sending the package to the [redacted] , but made every attempt possible to correct that errorAs you can see from the above timeline we were met with many challenges and delays by ***We have not experienced this kind of problem with [redacted] and from our past experience packages are returned to sender the first time aroundAs of today [redacted] , this package still shows that it is in-transit, so it is clear that something out of the occurred with this shipment We did not issue a second device to the patient because we kept receiving communication from [redacted] that the shipment was on its way back to usHad we realized that this would not be the case, a second device would have been issued to the patient When we realized that the package was likely not going to make it back to us, we contacted the patient to send him a second deviceIt was then that we learned that the patent’s mother had received it two weeks prior As mentioned above, this package does still show as undelivered, so we were not aware that it had been received As you can see there was a lot of time and effort spent by SleepQuest employees and [redacted] agents trying to retrieve this package, it’s really unfortunate that it took longer than expected but in the end we are glad the patient received his package and we hope he is getting a good night sleep! Sincerely, Cody Parker Director of Strategic Accounts SleepQuest, Inc 650-412- [email protected] Tell us why here

To whom it may concern:
I writing to address complaint ID # *** submitted on ***Please see the below timeline with to address the delay in the patient receiving their medical equipment
07/26/***: Received referral and contacted patient to start the process
07/27/***: Received email from patient and emailed patient nasal mask recommendations
08/08/***: Received email from patient confirming what manufacture, model and size mask requested
08/08/***: Emailed patient *** Priority tracking information
08/13/***: *** Priority package delivered to overseas PSC address
08/19/***: Package returned to sender and departed for USA
08/22/***: Received an email from the patient stating that the package was sent to an old overseas address, and had wanted the package to be mailed to the *** address submittedThis was SleepQuest’s error and the package should have been sent to the *** address
08/22/***: Patient was called at 4:PM, I apologized about the shipping error and explained that the package departed *** and is in route to the *** CA *** facilityThe patient said they were going to be traveling cross country for two weeks and at that time provided me with another address in NC to send the package
08/26/16: Package arrived in the ***, ** *** Facility
08/31/***: Tracked package to find that it was forwarded to the Military Post Office *** **
08/31/***: Email sent to *** Agent requesting that the package be routed to SleepQuest
08/31/***: *** Agent responded saying that the package should be returned to sender, unless something in the system will indicate an electronic interception, then the package will be forwarded to another address
09/08/***: Package sent from *** CA to the *** facility *** and heading back to ***
09/13/***: *** agent contacted to see if the package can be retrieved and redirected back to SleepQuest
09/14/***: Tracked package to find it departed *** in rout back to USA
09/16/***: Package processed through *** ***, we assumed that the package would be returned to SleepQuest within the next week
09/23/***: Tracked package to find it had been processed through *** ***, departed for the *** facility *** IL and then heading back to ***
09/28/***: Tracked package to find it arrived in *** 09/27/*** and departed 10/01/*** for *** ***
10/02/***: Emailed *** agent to request assistance with intercepting the package and have it returned to SleepQuest
10/06/***: Employee on Tour at ***, who works military mail, was given information and asked to locate and return package to SleepQuest
10/13/***: SleepQuest still had not received the package, emailed *** agent and were told that we should get the package back in the next few days and if not to let them know
10/18/***: Package still shows in **, emailed *** agent, who was going to contact the International group for a status update
10/31/***: The package has still not been returned to SleepQuest and there is still no response or update from the international team
11/02/***: Emailed patient to apologize about the delay and to let the patient know that I am going to send him another package and please confirm that the patient still wanted the package to be sent to the NC address
11/03/***: Received an email from patient notifying me that the patient’s mother received the package two weeks ago, the patient figured that I had forgotten about the whole thing because it had been a while and it had been ordered back in ***
SleepQuest made the initial error of not sending the package to the ***, but made every attempt possible to correct that errorAs you can see from the above timeline we were met with many challenges and delays by ***We have not experienced this kind of problem with *** and from our past experience packages are returned to sender the first time aroundAs of today ***, this package still shows that it is in-transit, so it is clear that something out of the occurred with this shipment
We did not issue a second device to the patient because we kept receiving communication from *** that the shipment was on its way back to usHad we realized that this would not be the case, a second device would have been issued to the patient
When we realized that the package was likely not going to make it back to us, we contacted the patient to send him a second deviceIt was then that we learned that the patent’s mother had received it two weeks prior. As mentioned above, this package does still show as undelivered, so we were not aware that it had been received
As you can see there was a lot of time and effort spent by SleepQuest employees and *** agents trying to retrieve this package, it’s really unfortunate that it took longer than expected but in the end we are glad the patient received his package and we hope he is getting a good night sleep!
Sincerely,
Cody Parker
Director of Strategic Accounts
SleepQuest, Inc
650-412-
[email protected] Tell us why here

To whom it may concern:
 
I writing to address complaint ID # [redacted] submitted on [redacted]. Please see the below timeline with to address the delay in the patient receiving their medical equipment.
 
07/26/[redacted]: Received referral and contacted patient to start the process....


07/27/[redacted]: Received email from patient and emailed patient nasal mask recommendations.
08/08/[redacted]: Received email from patient confirming what manufacture, model and size mask requested.
08/08/[redacted]: Emailed patient [redacted] Priority tracking information.
08/13/[redacted] Priority package delivered to overseas PSC address.
08/19/[redacted]: Package returned to sender and departed for USA.
08/22/[redacted]: Received an email from the patient stating that the package was sent to an old overseas address, and had wanted the package to be mailed to the [redacted] address submitted. This was SleepQuest’s error and the package should have been sent to the [redacted] address.
08/22/[redacted]: Patient was called at 4:30 PM, I apologized about the shipping error and explained that the package departed [redacted] and is in route to the [redacted] CA [redacted] facility. The patient said they were going to be traveling cross country for two weeks and at that time provided me with another address in NC to send the package.
08/26/16: Package arrived in the [redacted] Facility.
08/31/[redacted]: Tracked package to find that it was forwarded to the Military Post Office [redacted].
08/31/[redacted]: Email sent to [redacted] Agent requesting that the package be routed to SleepQuest.
08/31/[redacted] Agent responded saying that the package should be returned to sender, unless something in the system will indicate an electronic interception, then the package will be forwarded to another address.
09/08/[redacted]: Package sent from [redacted] CA to the [redacted] facility [redacted] and heading back to [redacted].
09/13/[redacted] agent contacted to see if the package can be retrieved and redirected back to SleepQuest.
09/14/[redacted]: Tracked package to find it departed [redacted] in rout back to USA.
09/16/[redacted]: Package processed through [redacted], we assumed that the package would be returned to SleepQuest within the next week.
09/23/[redacted]: Tracked package to find it had been processed through [redacted], departed for the [redacted] facility [redacted] IL and then heading back to [redacted].
09/28/[redacted]: Tracked package to find it arrived in [redacted] 09/27/[redacted] and departed 10/01/[redacted] for [redacted].
10/02/[redacted]: Emailed [redacted] agent to request assistance with intercepting the package and have it returned to SleepQuest.
10/06/[redacted]: Employee on Tour 2 at [redacted], who works military mail, was given information and asked to locate and return package to SleepQuest.
10/13/[redacted]: SleepQuest still had not received the package, emailed [redacted] agent and were told that we should get the package back in the next few days and if not to let them know.
10/18/[redacted]: Package still shows in **, emailed [redacted] agent, who was going to contact the International group for a status update.
10/31/[redacted]: The package has still not been returned to SleepQuest and there is still no response or update from the international team.
11/02/[redacted]: Emailed patient to apologize about the delay and to let the patient know that I am going to send him another package and please confirm that the patient still wanted the package to be sent to the NC address.
11/03/[redacted]: Received an email from patient notifying me that the patient’s mother received the package two weeks ago, the patient figured that I had forgotten about the whole thing because it had been a while and it had been ordered back in [redacted].
SleepQuest made the initial error of not sending the package to the [redacted], but made every attempt possible to correct that error. As you can see from the above timeline we were met with many challenges and delays by [redacted]. We have not experienced this kind of problem with [redacted] and from our past experience packages are returned to sender the first time around. As of today [redacted], this package still shows that it is in-transit, so it is clear that something out of the normal occurred with this shipment.
We did not issue a second device to the patient because we kept receiving communication from [redacted] that the shipment was on its way back to us. Had we realized that this would not be the case, a second device would have been issued to the patient.
When we realized that the package was likely not going to make it back to us, we contacted the patient to send him a second device. It was then that we learned that the patent’s mother had received it two weeks prior.  As mentioned above, this package does still show as undelivered, so we were not aware that it had been received.
As you can see there was a lot of time and effort spent by SleepQuest employees and [redacted] agents trying to retrieve this package, it’s really unfortunate that it took longer than expected but in the end we are glad the patient received his package and we hope he is getting a good night sleep!
Sincerely,
 
Cody Parker
Director of Strategic Accounts
SleepQuest, Inc
650-412-0127
[email protected] Tell us why here...