Sleep Testing and Respiratory Services

My wife, our 4month old, and I stayed at Rodeway Inn so we could catch a flight out of PDX airport by 7amOn Aug5th I dropped my wife and child off at the airport around 5:30amI returned to the motel for exercise and a showerAt am I left the motel having only used the shower and the bedAug7th my wife had a dollar charge to her credit card from the companyWhen we disputed the claim the business was quite rude in pronouncing us guilty with little to no investigation of our claimThrough some dialogue the manager stated the damage included cigarette butts, damaged paintings, smoke detector tampering, smoking, and a trashed floor as the reason to the chargesWe have stated and will continue to state that we are highly educated, non smoking individuals that have a month old baby and needed to catch a plane ride early in the morningWe have no reason or business to have committed any of the acts the manager is falsely accusing us ofThe manager has the ability to hel

On Friday, September 9, 2016, I made a reservation at the Rodeway Inn at the Portland, for the next night, September 10th, via the hotel websiteI selected the "Advance Purchase Plan" rate, which is non-changeable, non-cancellable, and non-refundableThe Verification Page clearly showed my rate and the proper datesWhen I received the verification eMail, it showed a reservation date of October 2nd, rather than the date that I had entered and verified (September 10th)I immediately called the hotelWhile admitting that they were having computer issues, they refused to do anything about the problemI was transferred to the Choice Hotels reservation lineThey also refused to do anything about the problemTheir explanation was that there were no rooms available at that rate at that hotel for that date, so the website automatically (and without notification) reverted to the "default date" of October 2ndNumerous phone calls and eMails to both the hotel in Portland and Choice Hotels

I attempted to get a room, in which I have done before for my sister who is homelessThe website to make reservations wasn’t clear and it wasn’t clearly understood that in addition to the service payment and fees, I am required to provide another credit card for other feesIn addition, I was treated rudely and sent away with no service and out of $

Mr*** did receive supplies that were shipped on 3/7/14. The claim went out to *** on 3/11/14. We received the returned supplies on 3/17/14. *** paid the claim on
4/7/14. We received a call from Mr*** on 4/15/and processed the refund request to *** that same day.
*** has not processed that refund as of today, it usually takes a minimum of weeks for that to happen. The problem is we are not able to process a refund request to *** until they have already paid the claim which did not occur until 4/7/and we processed the refund in a timely manner. We are unable to speed up the process of *** offsetting for the refund. Once *** does the refund we can then refund National Elevator as well. His current supplier should still be able to provide supplies and bill at a later date after the refund has been processed. This is something we do for our customers all of the time
*** ***
Reimbursement Manager
Heartland Health Therapy/Arete Sleep Therapy/S.T.A.R.S
Phone ###-###-####
Fax ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello Britnee Glass,
I would like to respond to the statements that were made by [redacted]. [redacted] at STARS. She states dates, that are possibly correct, but certainly not timely.
The original order from my Doctor was faxed to STARS on February 20th, 2014. She claims that Stars shipped the supplies to me on March 7th 2014. That date may be correct. I believe I received them on March 10th, 2014. The time from the day STARS received the original ordered and when the supplies were shipped was a full fourteen days. I would think, since I was an existing customer, that there should not have been a delay. Certainly not fourteen days.
The date that I returned the supplies to STARS was March 17th, 2014. I have a confirmation from the [redacted] that it was delivered to STARS on March 17th, 2014. The reason for the delay of me returning the supplies was because of the responses STARS. I had to wait for them to respond to my telephone inquiries.
[redacted] doesn't mention that there were several telephone conversations between myself and STARS where I requested a specific mask prior to STARS shipping the supplies to me. Instead of informing me that they didn't provide the mask that I needed they just shipped what they claimed was an alternate mask, then informed me take it or leave it. That's why the supplies were returned.
She also states in her response to you that STARS received payment from [redacted] on April 7th, 2014, and she had refunded the charges on April 15th, 2014 only after I called them. A full week after [redacted] had paid STARS. The person I spoke with ([redacted]?) informed me that she had been "to busy to issue the refund" I am of the belief that had I not inquired, the refund would still not have been made.
I fail to understand how this can be my fault or [redacted]'s for that matter but If they drag this out long enough it won't matter as it's effecting my health and that's just not right.
I am still without my supplies. I have been told that the new supplier cannot fill my order until this is cleared up with [redacted], unless I pay for the supplies out of my own pocket, which is something I shouldn't have to do.
[redacted]'s claim to have taken care of this in a timely manor is just not true. 
Thank you for your assistance in this matter.
 
[redacted]. [redacted]
Regards,
[redacted] [redacted]

Worst customer service ever! I had to have my CPAP machine serviced unfortunately by STARS. The first issue was back in September 27th 2013 my machine was acting up was turning on and off in the middle of my breathing treatment. I called [redacted] who then told me that STARS does the repairs or sends out the machine for repair. I dropped the CPAP to STARS at [redacted] and was told I would be contacted to come pick up the machine once the CPAP was fixed. I got a call about 2 days latter and was told was all set and was good to go. I picked up the machine on 29th or 30th of September. That night as I was getting ready for bed the machine didn't turn on. I was upset and the tech told me she tested herself (Lied). I then dropped the machine off again next day this time I was told it was going to be shipped off to PA so the manufacture will repair the issues and they would call me on how much it would cost. STARS refuse to give me a temporary machine because they told me I have no valid heath insurance and that I was liability. I went tooth and nail and was finally given a temporary machine. I got a call on 10/17 and was told $347 to fix the machine no problem I paid that. I was told 4-6 weeks it taking the company to fix the machines, again I was fine with this. I called STARS on 12/23/13, 12/26/13, and left voice mail wondering the status no return phone calls. I called after the new year on 1/3/14 not a person picked up or a voice mail was set up now ([redacted]). I finally was able to speak to a very nice woman who was in the TUSCON AZ office and she said she would EMAIL whoever they need to and would get a call back by the end of the day that never happened 1/22/14. I called back the next day 1/23/14 and the woman who I spoke to the day prior she was very apologetic and she said she would call me back and take ownership of this situation and she did. I got a call on 1/23/14 saying good news we have CPAP machine after 5 months. I then go in 1/30/14 to exchange machines I wanted to speak to a Supervisor and I spoke to a woman who said she was supervisor but finding out she was a lead (LIED). I was explaining the entire situation to her from day one explaining no one ever calls me I am the one who calls you people. I told her I wanted to know how long my CPAP had been here and she couldn't even tell me she went to the back and came out 10 min latter with some Warehouse guy and that is not what I wanted another person now involved with this issue. I finally looked at her and said just give me my machine please. The lead looked at me and told me I was being Irrational about this situation. I was pissed off and didn't want to hear another word from her she was extremely rude and a [redacted]. The customer is never right at STARS. The Lead goes back in wear house again 7 min latter with my machine in hand by the LEAD did not have the travel case and the reservoir system and the SD card so it was defeated the purpose of having the maichine. I said to her I am missing those items and she had nerve to say "we do not take those in for service you still have them" I said your technician took them from me and now your calling me a liar to my face. I told her you better find it because I was told to bring these items in and the technician did take them from me. The LEAD then went back again to her wear house and magically she found my Travel case and the reservoir. I WOULD NEVER USE THE TEMPE OFFICE. If you need Oxygen or anything like that these people do not give a crap and they do not provide customer service at at all rather see you suffer or possibly die before they will help you.

This company did not inform when procedures for receiving supplies had changed and that they stopped carrying the ResMed line of masks, a popular supplier of quality CPAP equipment. Another ongoing issue is that I consistently receive the wrong supplies even though my supplies have remained the same for over 2 years. In December and again in February I wrote to [redacted], manager, to express my concerns, asked him to call me and have not received a reply. The lack of response to my concerns and dropping ResMed as a supplier are red flags that have me wondering how much longer this company will be in business. Until 2011 this company was very customer oriented and that has all changed over the past few years. Dealing with this company has been very stressful and I am currently looking or another CPAP provider.

I do apologize Mr. [redacted] feels this was not timely but anything to do with insurance takes time, usually a minimum of 30 days, sometimes quicker with [redacted].
 
There is absolutely nothing more we can do for Mr. [redacted] at this time.  It is in [redacted]’s hands to complete the refund request that we have already submitted  We did attempt to supply Mr. [redacted] with the what was needed to operate the machine and he has refused to accept the brand we currently carry which is why he must go to another supplier.
 
Also I have only 2 calls documented from Mr. [redacted] 3/12/14 and 3/13/14 neither of which was prior to the shipment.  We did speak to Mr. [redacted] on 3/6/14 for order placement and it is not documented that he requested a specific mask at that time.
 
Again, there is nothing more we can do for Mr. [redacted], he has no balance with us to adjust and we are waiting on [redacted] to process the refund.
 
 
[redacted]
Reimbursement Manager
Heartland Health Therapy/Arete Sleep Therapy/S.T.A.R.S
Phone ###-###-####
Fax ###-###-####

I do apologize Mr. [redacted] feels this was not timely but anything to do with insurance takes time, usually a minimum of 30 days, sometimes quicker with [redacted].

 

There is absolutely nothing more we can do for Mr. [redacted] at this time.  It is in [redacted]’s hands to complete the refund request that we have already submitted  We did attempt to supply Mr. [redacted] with the what was needed to operate the machine and he has refused to accept the brand we currently carry which is why he must go to another supplier.

 

Also I have only 2 calls documented from Mr. [redacted] 3/12/14 and 3/13/14 neither of which was prior to the shipment.  We did speak to Mr. [redacted] on 3/6/14 for order placement and it is not documented that he requested a specific mask at that time.

 

Again, there is nothing more we can do for Mr. [redacted], he has no balance with us to adjust and we are waiting on [redacted] to process the refund.

 

 

[redacted]

Reimbursement Manager

Heartland Health Therapy/Arete Sleep Therapy/S.T.A.R.S

Phone ###-###-####

Fax ###-###-####

I have researched this complaint and have found that this balance was just transferred to the patient on 12/15/13 but we have no documentation that she had tried to contact us until just last week.  When I received this message I had out warehouse manager research the shipment and found to have...

no documentation of these supplies being shipped.  I have corrected the account to a zero balance.  [redacted]Reimbursement Manager

Mr. [redacted] did receive supplies that were shipped on 3/7/14.  The claim went out to [redacted] on 3/11/14.  We received the returned supplies on 3/17/14.  [redacted] paid the claim on...

4/7/14.  We received a call from Mr. [redacted] on 4/15/14 and processed the refund request to [redacted] that same day. 

 

[redacted] has not processed that refund as of today, it usually takes a minimum of 2 weeks for that to happen.  The problem is we are not able to process a refund request to [redacted] until they have already paid the claim which did not occur until 4/7/14 and we processed the refund in a timely manner.  We are unable to speed up the process of [redacted] offsetting for the refund.  Once [redacted] does the refund we can then refund National Elevator as well.  His current supplier should still be able to provide supplies and bill at a later date after the refund has been processed.  This is something we do for our customers all of the time.

 

[redacted]

Reimbursement Manager

Heartland Health Therapy/Arete Sleep Therapy/S.T.A.R.S

Phone ###-###-####

Fax ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello Britnee Glass,

I would like to respond to the statements that were made by [redacted] at STARS. She states dates, that are possibly correct, but certainly not timely.

The original order from my Doctor was faxed to STARS on February 20th, 2014. She claims that Stars shipped the supplies to me on March 7th 2014. That date may be correct. I believe I received them on March 10th, 2014. The time from the day STARS received the original ordered and when the supplies were shipped was a full fourteen days. I would think, since I was an existing customer, that there should not have been a delay. Certainly not fourteen days.

The date that I returned the supplies to STARS was March 17th, 2014. I have a confirmation from the [redacted] that it was delivered to STARS on March 17th, 2014. The reason for the delay of me returning the supplies was because of the responses STARS. I had to wait for them to respond to my telephone inquiries.

[redacted] doesn't mention that there were several telephone conversations between myself and STARS where I requested a specific mask prior to STARS shipping the supplies to me. Instead of informing me that they didn't provide the mask that I needed they just shipped what they claimed was an alternate mask, then informed me take it or leave it. That's why the supplies were returned.

She also states in her response to you that STARS received payment from [redacted] on April 7th, 2014, and she had refunded the charges on April 15th, 2014 only after I called them. A full week after [redacted] had paid STARS. The person I spoke with ([redacted]?) informed me that she had been "to busy to issue the refund" I am of the belief that had I not inquired, the refund would still not have been made.

I fail to understand how this can be my fault or [redacted]'s for that matter but If they drag this out long enough it won't matter as it's effecting my health and that's just not right.

I am still without my supplies. I have been told that the new supplier cannot fill my order until this is cleared up with [redacted], unless I pay for the supplies out of my own pocket, which is something I shouldn't have to do.

[redacted]'s claim to have taken care of this in a timely manor is just not true. 

Thank you for your assistance in this matter.

 

[redacted]

Regards,

[redacted]

Worst customer service ever! I had to have my CPAP machine serviced unfortunately by STARS. The first issue was back in September 27th 2013 my machine was acting up was turning on and off in the middle of my breathing treatment. I called [redacted] who then told me that STARS does the repairs or sends out the machine for repair. I dropped the CPAP to STARS at [redacted] and was told I would be contacted to come pick up the machine once the CPAP was fixed. I got a call about 2 days latter and was told was all set and was good to go. I picked up the machine on 29th or 30th of September. That night as I was getting ready for bed the machine didn't turn on. I was upset and the tech told me she tested herself (Lied). I then dropped the machine off again next day this time I was told it was going to be shipped off to PA so the manufacture will repair the issues and they would call me on how much it would cost. STARS refuse to give me a temporary machine because they told me I have no valid heath insurance and that I was liability. I went tooth and nail and was finally given a temporary machine. I got a call on 10/17 and was told $347 to fix the machine no problem I paid that. I was told 4-6 weeks it taking the company to fix the machines, again I was fine with this. I called STARS on 12/23/13, 12/26/13, and left voice mail wondering the status no return phone calls. I called after the new year on 1/3/14 not a person picked up or a voice mail was set up now ([redacted]). I finally was able to speak to a very nice woman who was in the TUSCON AZ office and she said she would EMAIL whoever they need to and would get a call back by the end of the day that never happened 1/22/14. I called back the next day 1/23/14 and the woman who I spoke to the day prior she was very apologetic and she said she would call me back and take ownership of this situation and she did. I got a call on 1/23/14 saying good news we have CPAP machine after 5 months. I then go in 1/30/14 to exchange machines I wanted to speak to a Supervisor and I spoke to a woman who said she was supervisor but finding out she was a lead (LIED). I was explaining the entire situation to her from day one explaining no one ever calls me I am the one who calls you people. I told her I wanted to know how long my CPAP had been here and she couldn't even tell me she went to the back and came out 10 min latter with some Warehouse guy and that is not what I wanted another person now involved with this issue. I finally looked at her and said just give me my machine please. The lead looked at me and told me I was being Irrational about this situation. I was pissed off and didn't want to hear another word from her she was extremely rude and a [redacted]. The customer is never right at STARS. The Lead goes back in wear house again 7 min latter with my machine in hand by the LEAD did not have the travel case and the reservoir system and the SD card so it was defeated the purpose of having the maichine. I said to her I am missing those items and she had nerve to say "we do not take those in for service you still have them" I said your technician took them from me and now your calling me a liar to my face. I told her you better find it because I was told to bring these items in and the technician did take them from me. The LEAD then went back again to her wear house and magically she found my Travel case and the reservoir. I WOULD NEVER USE THE TEMPE OFFICE. If you need Oxygen or anything like that these people do not give a crap and they do not provide customer service at at all rather see you suffer or possibly die before they will help you.

Review: Sleep Testing and Respiratory Services sent me a bill for items that were not received. The invoice has charges dated 9/14/2012 (14 months ago). I have made several attempts to contact there billing department to get the false charges removed. I have left several messages and have not received any return calls. I am requesting the balance on invoice #[redacted] to be corrected to $0. I am also asking to be taken off their mailing/billing list.Desired Settlement: I am requesting the balance on invoice #[redacted] to be corrected to $0. I am also asking to be taken off their mailing/billing list.

Business

Response:

I have researched this complaint and have found that this balance was just transferred to the patient on 12/15/13 but we have no documentation that she had tried to contact us until just last week. When I received this message I had out warehouse manager research the shipment and found to have no documentation of these supplies being shipped. I have corrected the account to a zero balance. [redacted]Reimbursement Manager

Review: I have sleep apnea. I ordered new supplies from this company. I was very clear when I ordered that I wanted the same product (mask) that I was currently using. (They had previously provided the proper mask) When the order arrived by mail the mask was not the one I ordered. When I inquired with them about this I was told that they no longer provided this particular brand of mask. That the one that was provided was an alternative mask. The mask was to small and would not have worked for me as I have high pressure air delivered by my BIPAP machine. The attitude was to bad, take it or leave it. I decided to return the supplies and use a different supplier that could provide me with the mask that I wanted. I mailed the supplies back and do have the tracking information proving they received the supplies. They billed [redacted] and my secondary insurance for the returned supplies. As a result of them billing I cannot receive supplies from a different company because [redacted] restricts how often a person can receive supplies. In my case I can't renew my supplies for three months. I have called and either they don't answer the phone or they promise to call me back. I am still waiting for that call.Desired Settlement: Refund the money to [redacted] and my secondary insurance ([redacted]) Immediately so that I can get the supplies that I desperately need. They should have issued a refund when the supplies were returned to them on March 17th 2014. There is no excuse that it hasn't been refunded a month later.

Business

Response:

Mr. [redacted] did receive supplies that were shipped on 3/7/14. The claim went out to [redacted] on 3/11/14. We received the returned supplies on 3/17/14. [redacted] paid the claim on 4/7/14. We received a call from Mr. [redacted] on 4/15/14 and processed the refund request to [redacted] that same day.

[redacted] has not processed that refund as of today, it usually takes a minimum of 2 weeks for that to happen. The problem is we are not able to process a refund request to [redacted] until they have already paid the claim which did not occur until 4/7/14 and we processed the refund in a timely manner. We are unable to speed up the process of [redacted] offsetting for the refund. Once [redacted] does the refund we can then refund National Elevator as well. His current supplier should still be able to provide supplies and bill at a later date after the refund has been processed. This is something we do for our customers all of the time.

[redacted]

Reimbursement Manager

Heartland Health Therapy/Arete Sleep Therapy/S.T.A.R.S

Phone ###-###-####

Fax ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hello Britnee Glass,

This company did not inform when procedures for receiving supplies had changed and that they stopped carrying the ResMed line of masks, a popular supplier of quality CPAP equipment. Another ongoing issue is that I consistently receive the wrong supplies even though my supplies have remained the same for over 2 years. In December and again in February I wrote to [redacted], manager, to express my concerns, asked him to call me and have not received a reply. The lack of response to my concerns and dropping ResMed as a supplier are red flags that have me wondering how much longer this company will be in business. Until 2011 this company was very customer oriented and that has all changed over the past few years. Dealing with this company has been very stressful and I am currently looking or another CPAP provider.