SMRT Sleep

Tel: Fax: Revdex.com Viewridge Ave # San Diego, CA 92123- Complaint: [redacted] Dear Mr [redacted] , On April6, I personally visited your home and provided you with a CPAP and CPAP accessoriesThe service was provided to you on the basis of a prescription from Dr Leonard RawsonA sleep study was conducted by Downey Sleep Disorder Center on February and it was determined that you had sleep apnea At the time of service, you provided documentation that you were covered by Blue Shield of CaliforniaPrior to providing you service, the staff at SMRT LLC verified your insurance and it was in full force and effect from through the date of service Please be advised that the contract you signed on April 6, clearly states that your primary insurance was Blue Shield of CaliforniaThe pink copy of the contract was given to you for your recordsThat contract states the following: "I agree I am financially responsible for all charges including, but not limited to, co-pays and deductibles, which are due upon notification from SMRT LLCI understand SMRT LLC will bill my insurance, as a courtesy, under the following conditionsI have provided complete and accurate information and as mandated by contractual agreement or legislation between SMRT LLC and my insurance" It is my understanding that you have now filed a complaint with the Revdex.com and published a derogatory report on YelpI will now deal with each matter in turn: Revdex.com • Ms [redacted] states: "A house call was made to deliver a trial CPAP machine to my husband" Response: The prescription did not ask SMRT to provide your husband with a trial CPAPCPAP's are not issued on a trial basisOn 4/6/2013, Mr [redacted] signed a sales agreement and nowhere on the contract is there any reference to the equipment being issued for a trial • Ms [redacted] states: A salesman would return to pithe CPAP machine in days Response: I'm the owner of SMRT LLC, I'm not a salesmanOn the day of service, I fully advised Mr [redacted] on how to use the equipment and advised him about the warranty on the equipmentAt no time was it agreed that Mr [redacted] was receiving a trial unit • Ms [redacted] states: That Mr [redacted] called SMRT LLC to return the machine and that the call was unanswered Response: At SMRT LLC we keep a telephone log that records every call that is received at our officeAdditionally, every patient file contains a communication log that is intended to record all communication from patientsAt no point in time is there any record of a call being received by Mr [redacted] There is a record of a call being made to Mr [redacted] at (562) 664-on November 11, Our employee John left a message on Mr [redacted] 's voicemail for updated addressPatient's statements had been returned as undeliverable and by December 6, the contact phone number was reported as disconnected.Yelp In a Yelp report, Ms [redacted] reports that SMRT LLC left him a "Cadillac" of CPAP machinesIt is customary practice at SMRT LLC to provide the highest level of equipment and service to patientsIt's a common occurrence for patients to experience difficulty adjusting to the CPAPThe staff at SMRT LLC are trained to support all patients in terms of monitoring and mentoring them towards CPAP complianceIt should be noted that SMRT LLC does house calls, this level of service is unusual and above and beyond standard level of services provided by most supplies in this industry SMRT proceeded to bill Mr [redacted] 's insurance company on the date you received service from SMRT LLCBlue Shield of California applies the charges to the patient's deductible The service to Mr [redacted] was provided to him in April 2013, it has taken months to lodge his complaintIt may have taken this much amount of time for Mr [redacted] to confront reality, that per terms of the insurance contract he is responsible for the balance of patient deductibleSMRT LLC does not regulate which insurance policy a patient elects On July 17, a staff member at SMRT LLC, Marc, spoke with Mr [redacted] Mr [redacted] argued that he wouldn't pay for a broken machineAs stated earlier, it was mentioned on the Yelp comment that SMRT LLC had supplied Mr [redacted] with a Cadillac of the CPAP machinesThe CPAP machine was issued to him in new condition and comes with a year warrantyIf the machine was broken, it would've been replaced within hours according to the SMRT replacement policyMr [redacted] simply does not want to pay for anything SMRT LLC now fully intends to take the appropriate steps to deal with the potential defamatory remarks publishedWe will now advise our collection agency to escalate the collection process Sincerely, [redacted] ***

Tel: 858 755 7285
Fax: 858 755 7243
Revdex.com
4747 Viewridge Ave #200
San Diego, CA 92123-1688
Complaint: [redacted]
Dear Mr. [redacted],
On April6, 2013 I personally visited your...

home and provided you with a CPAP and CPAP
accessories. The service was provided to you on the basis of a prescription from Dr.
Leonard Rawson. A sleep study was conducted by Downey Sleep Disorder Center on
February 2013 and it was determined that you had sleep apnea.
At the time of service, you provided documentation that you were covered by Blue Shield of
California. Prior to providing you service, the staff at SMRT LLC verified your insurance and
it was in full force and effect from 2008 through the date of service.
Please be advised that the contract you signed on April 6, 2013 clearly states that your
primary insurance was Blue Shield of California. The pink copy of the contract was given to
you for your records. That contract states the following: "I agree I am financially responsible
for all charges including, but not limited to, co-pays and deductibles, which are due upon
notification from SMRT LLC. I understand SMRT LLC will bill my insurance, as a courtesy,
under the following conditions. I have provided complete and accurate information and as
mandated by contractual agreement or legislation between SMRT LLC and my insurance".
It is my understanding that you have now filed a complaint with the Revdex.com
and published a derogatory report on Yelp. I will now deal with each matter in turn:
Revdex.com
• Ms. [redacted] states: "A house call was made to deliver a trial CPAP machine to my
husband".
Response: The prescription did not ask SMRT to provide your husband with a trial
CPAP. CPAP's are not issued on a trial basis. On 4/6/2013, Mr. [redacted] signed a sales
agreement and nowhere on the contract is there any reference to the equipment being
issued for a trial.
• Ms. [redacted] states: A salesman would return to pick-up the CPAP machine in 30
days.
Response: I'm the owner of SMRT LLC, I'm not a salesman. On the day of service, I
fully advised Mr. [redacted] on how to use the equipment and advised him about the
warranty on the equipment. At no time was it agreed that Mr. [redacted] was receiving
a trial unit.
• Ms. [redacted] states: That Mr. [redacted] called SMRT LLC to return the machine and
that the call was unanswered.
Response: At SMRT LLC we keep a telephone log that records every call that is
received at our office. Additionally, every patient file contains a communication log
that is intended to record all communication from patients. At no point in time is there
any record of a call being received by Mr. [redacted].
There is a record of a call being made to Mr. [redacted] at (562) 664-6615 on
November 11, 2013. Our employee John left a message on Mr. [redacted]'s voicemail
for updated address. Patient's statements had been returned as undeliverable and
by December 6, 2013 the contact phone number was reported as disconnected.Yelp
In a Yelp report, Ms. [redacted] reports that SMRT LLC left him a "Cadillac" of CPAP
machines. It is customary practice at SMRT LLC to provide the highest level of equipment
and service to patients. It's a common occurrence for patients to experience difficulty
adjusting to the CPAP. The staff at SMRT LLC are trained to support all patients in terms of
monitoring and mentoring them towards CPAP compliance. It should be noted that SMRT
LLC does house calls, this level of service is unusual and above and beyond standard level
of services provided by most supplies in this industry.
SMRT proceeded to bill Mr. [redacted]'s insurance company on the date you received
service from SMRT LLC. Blue Shield of California applies the charges to the patient's
deductible.
The service to Mr. [redacted] was provided to him in April 2013, it has taken 16 months to
lodge his complaint. It may have taken this much amount of time for Mr. [redacted] to
confront reality, that per terms of the insurance contract he is responsible for the balance of
patient deductible. SMRT LLC does not regulate which insurance policy a patient elects.
On July 17, 2014 a staff member at SMRT LLC, Marc, spoke with Mr. [redacted]. Mr.
[redacted] argued that he wouldn't pay for a broken machine. As stated earlier, it was
mentioned on the Yelp comment that SMRT LLC had supplied Mr. [redacted] with a Cadillac
of the CPAP machines. The CPAP machine was issued to him in new condition and comes
with a 2 year warranty. If the machine was broken, it would've been replaced within 24
hours according to the SMRT replacement policy. Mr. [redacted] simply does not want to pay
for anything.
SMRT LLC now fully intends to take the appropriate steps to deal with the potential
defamatory remarks published. We will now advise our collection agency to escalate the
collection process .
. Sincerely,
[redacted]

Review: On June 24th, 2014, I made a purchase totaling 915.14 throught SMRT's website (http://www.smrtsleep.com/)

Two days after this, I realized that I would not need this item and called SMRT requesting them to cancel the order. A male representative stated that the order was successfully cancelled and that no further action was required on my part.

The following month I noticed that my card was still charged for the amount of 915.14. I called SMRT and asked them to reverse the charge. I spoke with the owner, who told me repeatedly that he wanted to help me. I responded by stating that I am no longer interested in pursuing a cpap machine and that I would like my money refunded. He stated that he would write me a check and mail it to my home address.

I waited two weeks and saw nothing arrive in the mail. I called SMRT and spoke to a female representative who said that she would relay this message to the owner.

Every week since these events I have called SMRT, often multiple times, in attempts to get my money refunded. I have not spoken to the owner again. Every time I call I am placed on hold for a minute and then I am told that he is either

1. Going through surgery

2. He is in LA this week

3. He is out to lunch

4. He is in a meeting

5. He left early for the day.Desired Settlement: Simply put, I would like my money refunded. Whether this be in the form of the money refunded to my debit card account, check, or cash.

Additionally, I would appreciate an apology from the owner, seeing as this lack of two way communication should be an unacceptable business practice in our modern times.

Review: This company has been billing Medicare & my secondary insurance every month for sleep supplies that they have not sent me.Desired Settlement: I would like a refund of payments sent back to Medicare & Anthem Blue Cross.

Business

Response:

SMRT LLC has a patient database of more than 4400 patients. Our primary business focus is pain management and sleep disorder breathing. Many of our patients are older Americans who are either sleep deprived or afflicted by pain or both. Our company is known for the excellence of our service. SMRT LLC provides a level of excellence to our patient population that exceeds all of our peers. In May 2015 SMRT LLC won the competitive bid for Medicare in San Diego and Los Angeles. We were the only " small " company in the region to have won the award based on two factors , our financial stability and the excellence of our customer service.

In 2009 SMRT LLC was accredited by The Joint Commission. During the audit process the inspectors examined over a four day period all of our policies and procedures including our complaints log. Our complaints log was empty because at the time we did not have a single complaint. At SMRT LLC we do have a Policy and Procedure for patient complaints. When a complaint is received it is immediately logged in our complaints book and resolved within 48 hours.

In the case of Ms. [redacted], it is a fact that we received a notice of complaint from Revdex.com before the patient ever contacted us to complain about any issue. I personally contacted this patient when I received your notice. She had acknowledged that she had contacted Revdex.com but never lodged a complaint with SMRT LLC. It is difficult to repond to a problem unless you are aware that a problem exists.

Let me explain how our resupply business works. When a patient is put on Cpap therapy they receive supplies on a schedule that is approved by their insurer. Our staff register each patient on our software program that automatically notices when they are due for resupply. Before sending product our staff make a call to ensure the patient wants the product. If any patient refuses supply, our licensed Respiratory Therapist staff contact the patient to determine why they are not using their product in compliance with the schedule that is authorized by their insurance. We never supply product unless authorized. All patients who receive product have signed an agreement requesting continuous supply. Both the patients in question signed such a document provided us with the appropriate authorizations.

On some occasions (very infrequently), there will be an interruption in the supply process. Some patient move to a new location and fail to notice us as required in the documentation. Others simply fail to use their equipment in compliance with the doctors order and fail to notice us as required by the documentation. Regardless of cause, our staff have no vested interest in supplying patients with anything other than required and prescribed by their doctor.

In the event that a patient does not want a delivery, they simply give the package back to the mail carrier AND OUT STAFF CREDIT THE ACCOUNT. In the case of [redacted] our staff member [redacted] investigated the claim. Her notes are contained in her memo below.

The second issue was resolved months ago. Please note memo below.

Resolution: Customer satisfied with outcome.

COMPLAINT LETTER

504 [redacted] 08/23/2013 08/23/2013 Financial Note Follow Up

Open

PT CALLED BACK. SHE WAS CONTENT WITH ADJ. SHE WAS ADAMANT THAT SHE NEVER RCV

SUPPLIES EVEN THOUGH WE NEVER RCV RETURN MAIL.

Last comment:

COMPLAINT LETTER

500 [redacted] 08/23/2013 08/23/2013 Financial Note Collection Note

08/26/2013 Closed

RCV COMPLAINT LETTER FROM PT. I ADJ HER ACCOUNT ON DUE TO THE FACT THAT SHE

CLAIMS SHE SP W/ [redacted] I DID NOTICE [redacted] DISABLE

THE TEMPLATE & NOTED IT IN THE SYSTEM. I CALLED THE PT TO INFORM HER WHAT WE

HAVE DONE BUT LEFT A MSG TO RETURN MY CALL. WILL CALL HER AGAIN ON MONDAY

Last comment:

DO NOT SEND PT SUPPLIES UNLESS SHE REQUESTS THEM

320 [redacted] 06/25/2013 06/25/2013 Patient Patient Note Open

Pt cld in sw [redacted] she told [redacted] she does not want supplies unless she

requests them. She contacted the Revdex.com.

Last comment:

Pt

258 [redacted] 06/4/2013 06/04/2013 Patient Patient Note Open

Pt cld in requested copy of itemized billing listing everything which has

been billed out to her insurance. Mailed today.

Last comment:

Review: A house call was made to deliver a "trial" cpap machine to my husband. (After several cancelled house calls by the company) The salesman left my husband with a machine and advised us that he would call to set up an appointment to pick the machine up within 30 days. If it was not working for him. Needless to say we never received a call. My husband called SMRT to let them know the machine did not work for him but his message went unanswered. Now, more than a year later we received a call stating we owe SMRT $1,500.00. After speaking with the representative, he explained that ironically they never got a message from my husband and they needed the money. I questioned why we never received a phone call or a bill. They began to explain that they tried to send a bill but the mail could not be delivered which is strange because its the same address they made the house call to. They were able to find the house perfectly then. I advised SMRT that I would send the machine back to them however they declined. Unfortunately, this seems like a scam, a bait and switch. You bring the machine to us, say it's a "trial", dont return our calls, then want to charge us more than a year later after they didn't even send a bill. Ultimately this is nobody's issue but SMRT's. we have done everything we needed to do to try and return the machine, and do out part. Unfortunately, SMRT HAS NOT. We were willing to rectify the situation by sending the machine back, however since SMRT's declination, we do not know what else they want from us.Desired Settlement: SMRT needs to adjust our bill to show a $0 balance and an apology would be appreciated. Nobody deserves to be treated the way my husband and I were treated over a piece of medical equipment. SMRT needs to change their business practices and become more professional. SMRT should make house calls with proper instructions on how to return pieces that do not work, they should enforce proper billing practices, and foremost, follow through on their word and return calls when customers leave messages stating their equipment is not working.

Business

Response:

Tel: 858 755 7285

Fax: 858 755 7243

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

Review: [redacted]

Dear Mr. [redacted],

On April6, 2013 I personally visited your home and provided you with a CPAP and CPAP

accessories. The service was provided to you on the basis of a prescription from Dr.

Leonard Rawson. A sleep study was conducted by Downey Sleep Disorder Center on

February 2013 and it was determined that you had sleep apnea.

At the time of service, you provided documentation that you were covered by Blue Shield of

California. Prior to providing you service, the staff at SMRT LLC verified your insurance and

it was in full force and effect from 2008 through the date of service.

Please be advised that the contract you signed on April 6, 2013 clearly states that your

primary insurance was Blue Shield of California. The pink copy of the contract was given to

you for your records. That contract states the following: "I agree I am financially responsible

for all charges including, but not limited to, co-pays and deductibles, which are due upon

notification from SMRT LLC. I understand SMRT LLC will bill my insurance, as a courtesy,

under the following conditions. I have provided complete and accurate information and as

mandated by contractual agreement or legislation between SMRT LLC and my insurance".

It is my understanding that you have now filed a complaint with the Revdex.com

and published a derogatory report on Yelp. I will now deal with each matter in turn:

Revdex.com

• Ms. [redacted] states: "A house call was made to deliver a trial CPAP machine to my

husband".

Response: The prescription did not ask SMRT to provide your husband with a trial

CPAP. CPAP's are not issued on a trial basis. On 4/6/2013, Mr. [redacted] signed a sales

agreement and nowhere on the contract is there any reference to the equipment being

issued for a trial.

• Ms. [redacted] states: A salesman would return to pick-up the CPAP machine in 30

days.

Response: I'm the owner of SMRT LLC, I'm not a salesman. On the day of service, I

fully advised Mr. [redacted] on how to use the equipment and advised him about the

warranty on the equipment. At no time was it agreed that Mr. [redacted] was receiving

a trial unit.

• Ms. [redacted] states: That Mr. [redacted] called SMRT LLC to return the machine and

that the call was unanswered.

Response: At SMRT LLC we keep a telephone log that records every call that is

received at our office. Additionally, every patient file contains a communication log

that is intended to record all communication from patients. At no point in time is there

any record of a call being received by Mr. [redacted].

There is a record of a call being made to Mr. [redacted] at (562) 664-6615 on

November 11, 2013. Our employee John left a message on Mr. [redacted]'s voicemail

for updated address. Patient's statements had been returned as undeliverable and

by December 6, 2013 the contact phone number was reported as disconnected.

Yelp

In a Yelp report, Ms. [redacted] reports that SMRT LLC left him a "Cadillac" of CPAP

machines. It is customary practice at SMRT LLC to provide the highest level of equipment

and service to patients. It's a common occurrence for patients to experience difficulty

adjusting to the CPAP. The staff at SMRT LLC are trained to support all patients in terms of

monitoring and mentoring them towards CPAP compliance. It should be noted that SMRT

LLC does house calls, this level of service is unusual and above and beyond standard level

of services provided by most supplies in this industry.

SMRT proceeded to bill Mr. [redacted]'s insurance company on the date you received

service from SMRT LLC. Blue Shield of California applies the charges to the patient's

deductible.

The service to Mr. [redacted] was provided to him in April 2013, it has taken 16 months to

lodge his complaint. It may have taken this much amount of time for Mr. [redacted] to

confront reality, that per terms of the insurance contract he is responsible for the balance of

patient deductible. SMRT LLC does not regulate which insurance policy a patient elects.

On July 17, 2014 a staff member at SMRT LLC, Marc, spoke with Mr. [redacted]. Mr.

[redacted] argued that he wouldn't pay for a broken machine. As stated earlier, it was

mentioned on the Yelp comment that SMRT LLC had supplied Mr. [redacted] with a Cadillac

of the CPAP machines. The CPAP machine was issued to him in new condition and comes

with a 2 year warranty. If the machine was broken, it would've been replaced within 24

hours according to the SMRT replacement policy. Mr. [redacted] simply does not want to pay

for anything.

SMRT LLC now fully intends to take the appropriate steps to deal with the potential

defamatory remarks published. We will now advise our collection agency to escalate the

collection process .

. Sincerely,

Review: I went in to SMRT to purchase tubing for a CPAP machine. The gentleman I spoke with, Mr. [redacted], was very nice and provided me with the tubing I needed, as well as two CPAP masks that he said were samples free of charge. He said they would bill my insurance and send me the invoice for the difference. Months later, I received an invoice for what I owed for the tubing, as well as a charge for one of the masks. I called their office and spoke with the person in charge of billing, Ms. [redacted]. She said she had to find my chart and would call me back, but she never did. I reached her again and she said she spoke with Mr. [redacted] and only one would be free while the other I would have to pay for. She said if I brought it in, I would receive a refund.Desired Settlement: The business should not give out samples and then charge customers for them! What if I was out of state, would I have to mail the "free" mask back?

Review: I discontinued receiving services from SMRT in 0ct 2011 and started using the VA, after SMRT continually got my orders wrong and I felt their equipment was over priced. After I had discontinued using their company they continued to bill Tricare for items that I didn't receive or that I returned to SMRT. I have filled a formal complaint with Tricare and with United Healthcare which is my new provider. I just received a new statement from SMRT today 27Jul2013, this after SMRT sent me a letter stating that I have been removed from their computer systems.Desired Settlement: I want them to cease billing Tricare and United Healthcare for items and services that have been returned to SMRT or never received by myself. Any funds received by SMRT from Tricare or United Healthcare be returned and a receipt of the transaction sent to me, and once and for all take me completely out of their system. My next course of action will be to contact legal counsel concerning fraud and harassment charges.

Business

Response:

I called Mr. [redacted] 10/24/2013 12:45 pm. Discussed issue at hand. He stated

issue was resolved months ago. He spoke with our office manager and she

resolved the issue by stopping future orders from being shipped and by refunding

the insurance company. He states he is satisfied with the outcome. He also

stated he was happy with our services until this issue. He has no further

issues or complaints.