Rem Sleep Labs

[redacted] ***Complaint ID: [redacted] Complaint Involves:Customer Services IssuesResponse to Complaint:Our office received a physician’s order for a home sleep test for Ms [redacted] It is our policy to ask sleep related questions before performing any test on our patients These questions help our doctors and the referring physician have a better understanding about the overall picture of a patient’s sleep issues Ms [redacted] was called by our customer service representative and explained that in order for her to perform the test she would be responsible for $ We also have email correspondence from Ms [redacted] acknowledging that she is aware of any deductibles that may be associated with her insurance To date, Ms [redacted] has not paid us her share of cost Once we received confirmation that Ms [redacted] understood the process and her share of cost, she was sent a home sleep test equipment The package contains complete instructions with pictures showing exactly how to put the leads on According to her results, the equipment had adequate results for a short period of time and then the recording for the leads showed inadequate results which is indicative of the leads coming off (possibly while she was asleep) There was no malfunction on the equipment end When this was conveyed to Ms [redacted] she stated that she was a tech and was tech savvy, however, this was not a technical issue Ms [redacted] was provided a different machine approximately one month later with similar results When a lead slightly comes off or shifts to a point that the machine cannot get adequate data the results become invalid This can happen with patients that move a lot or not knowingly take things off while asleep that they are not used to such as the nasal canula on their face and finger probe on their finger Ms [redacted] was advised to come to the lab so that if a lead comes off the technician can identify it right away and fix the problem to insure good results This offering was in no way to force her to come into the lab We have records that both units have been used on many other patients after Ms [redacted] used them with good results Therefore, the equipment was in good working condition Ms [redacted] was provided this information but was unwilling to accept it

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Complaint ID: ***
Complaint Involves:
Customer Services Issues
Response to Complaint:
Our office received a physician’s order for a home sleep test for Ms*** It is our policy to ask sleep related questions before performing any test on our patients These questions help our doctors and the referring physician have a better understanding about the overall picture of a patient’s sleep issues Ms*** was called by our customer service representative and explained that in order for her to perform the test she would be responsible for $ We also have email correspondence from Ms*** acknowledging that she is aware of any deductibles that may be associated with her insurance To date, Ms*** has not paid us her share of cost Once we received confirmation that Ms*** understood the process and her share of cost, she was sent a home sleep test equipment The package contains complete instructions with pictures showing exactly how to put the leads on According to her results, the equipment had adequate results for a short period of time and then the recording for the leads showed inadequate results which is indicative of the leads coming off (possibly while she was asleep) There was no malfunction on the equipment end When this was conveyed to Ms*** she stated that she was a tech and was tech savvy, however, this was not a technical issue Ms*** was provided a different machine approximately one month later with similar results When a lead slightly comes off or shifts to a point that the machine cannot get adequate data the results become invalid This can happen with patients that move a lot or not knowingly take things off while asleep that they are not used to such as the nasal canula on their face and finger probe on their finger Ms*** was advised to come to the lab so that if a lead comes off the technician can identify it right away and fix the problem to insure good results This offering was in no way to force her to come into the lab We have records that both units have been used on many other patients after Ms*** used them with good results Therefore, the equipment was in good working condition Ms*** was provided this information but was unwilling to accept it

Review: my dr found me a sleep study with in-home testing so no sleep lab as I have a major issue with watching me sleep & fact I wouldn’t sleep without taking my sleeping meds which I am trying to get off of. My fam all has sleep acme but I need to get confirm If I have it to get the mask & items needed to help me sleep and eliminate the use of pills. Rem Sleep sent out a package the lady that called to explain was not very good and asked the same questions over and over, that should have been my 1st sign this company wasn’t very good. The unit claimed it was recording, after returning it they claim they didn’t receive any recording data and I had to go in to lab to be watched! I already lost a full night sleep as I can’t take my pills when I do the study. My doctor had to call them and demand another home study they sent it out and I followed directions the unit had a yellow light which indicated trouble so I called the on call tech. he knew nothing couldn’t even tell me what it meant I had to push him to look it up. It meant air flow tube not working he said it would record anyway so just use it, I also explained this was another night of NO Sleep without my meds. Then I get a call after returning it saying study was incomplete and had to go in, I had to push again to find it didn’t record, the lady also said most of studies still have to go into the lab (if this was true should have told me so I didn’t waste time) I was very upset they couldn’t tell me anything only 1.5 hrs recorded even thou had it on all night. Supposedly the unit was used prior and after without issues not true. this is a simple unit 2 connections easy each time claim I conect wrong! lic. electrical tech I am not tech-stupid. They are forcing patients to do the sleep lab to cost more funds to insurance and clients! I was also told I would have no out of pocket when they looked up my account so new that I said I wouldn’t go in to the sleep study lab they are charging me 50.44 now & no results scam...Desired Settlement: credit my account and the insurance they over charged... wasted my time and sleep. Revdex.com also needs to warn buyers they claim the home study doesn't work and they will still demand an overnight stay at lab. They really need to credit my insurance completely so I can get a home study from another company that actually has units that work and record data. my insurance is not going to pay for 2 different home sleep studies.

Business

Response:

[redacted]Complaint ID: [redacted]Complaint Involves:Customer Services IssuesResponse to Review:Our office received a physician’s order for a home sleep test for Ms. [redacted]. It is our policy to ask sleep related questions before performing any test on our patients. These questions help our doctors and the referring physician have a better understanding about the overall picture of a patient’s sleep issues. Ms. [redacted] was called by our customer service representative and explained that in order for her to perform the test she would be responsible for $50.44. We also have email correspondence from Ms. [redacted] acknowledging that she is aware of any deductibles that may be associated with her insurance. To date, Ms. [redacted] has not paid us her share of cost. Once we received confirmation that Ms. [redacted] understood the process and her share of cost, she was sent a home sleep test equipment. The package contains complete instructions with pictures showing exactly how to put the leads on. According to her results, the equipment had adequate results for a short period of time and then the recording for the leads showed inadequate results which is indicative of the leads coming off (possibly while she was asleep). There was no malfunction on the equipment end. When this was conveyed to Ms. [redacted] she stated that she was a tech and was tech savvy, however, this was not a technical issue. Ms. [redacted] was provided a different machine approximately one month later with similar results. When a lead slightly comes off or shifts to a point that the machine cannot get adequate data the results become invalid. This can happen with patients that move a lot or not knowingly take things off while asleep that they are not used to such as the nasal canula on their face and finger probe on their finger. Ms. [redacted] was advised to come to the lab so that if a lead comes off the technician can identify it right away and fix the problem to insure good results. This offering was in no way to force her to come into the lab. We have records that both units have been used on many other patients after Ms. [redacted] used them with good results. Therefore, the equipment was in good working condition. Ms. [redacted] was provided this information but was unwilling to accept it.