The Sleep Wellness Institute, Inc.

I need order supplies from your West Allis location and never have I ever had such a hard time trying to communicate with a business. I have called a number of times and left messages with my phone number for someone to call me back so that I can order supplies and no one returns my calls. I was told that someone called me back but I have no record of anyone leaving me a voicemail. This company has the worst client service and I'm starting to wonder if I need to start looking elsewhere because it looks to like with all the bad reviews that this company will not be around very much longer. When you call you can't ever get to speak to anyone and they don't call you back. Terrible customer service. If I was planning on coming here a new customer, I would think twice after reading all the negative reviews.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is satisfactory to me.  The President of Sleep Wellness called me within 24 hours of filing my complaint. He explained that the delay in billing and crediting my account were due to a missing file. He apologized and is personally delivering the refund check for my duplicate payment to my house this morning. He is also providing free of charge my first kit of replacement supplies. I would like this outcome included in the complaint for public viewing and I will continue doing business with Sleep Wellness.
Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is satisfactory to me. We received a check today for the full amount of our refund.  Thank You.
Regards,
[redacted]

Ms. [redacted],Thank you so much for taking the time to voice your concerns. I have cc'd [redacted], our [redacted], on this email. She will be sure to get in touch with you to address your concerns and resolve any potential misunderstandings in regards to the recent statements you have...

received. We certainly acknowledge the potential complexities associated with billing statements, and insurance and patient payment details. We are so very sorry for any challenges this may have caused.I hope that you have a wonderful day,[redacted]

Mr [redacted], Following our appointment the day after your complaint was received I was under the impression that you were extremely satisfied with the service you received. Please do not hesitate to call or email me directly with any further concerns. I hope that the new machine received is...

meeting your needs. [redacted]###-###-####

Review: Bills do not reflect all charges and when payments are sent do not reflect total paid. Example: one month I paid $100 towards balance, I had no purchases and next bill showed balance was reduced by only $37.33. This form of billing happened repeatedly until all hidden charges were paid. I made multiple calls and asked a couple of times for a statement showing all charges and payments. This was difficult because the person I needed to speak with worked at the same time I did so communication was thru voice mail. The information sent was even more confusing than the bills they send. The first time I received a

print out of something on their computers with an adding machine tape

attached, no starting balance, some amounts I supposedly paid and an ending balance confirming the total owed on the bill. The second attempt for trying to get information on everything I was billed for and

my payments was equally frustrating. I received "EOB"'s whatever those are, must be the insurance statements included, along with adding machine tapes and a note incorrectly indicating what I paid and then stated what I still owe. I tried putting all on a spread sheet and the numbers just don't add up. The bills are confusing and the explanations, along with the items sent to me, are equally confusing.Desired Settlement: Redesigned statements to accurately reflect everything customers are billed for, the total amount the customer remitted and a balance that reflects the payment.

Business

Response:

Ms. [redacted],Thank you so much for taking the time to voice your concerns. I have cc'd [redacted], our [redacted], on this email. She will be sure to get in touch with you to address your concerns and resolve any potential misunderstandings in regards to the recent statements you have received. We certainly acknowledge the potential complexities associated with billing statements, and insurance and patient payment details. We are so very sorry for any challenges this may have caused.I hope that you have a wonderful day,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I leave for work at 6:15 am and because this is a very busy time at work I am currently working later than normal so I usually do not get home until 6 pm. Since I am leaving so early I would prefer a call in the evening. Monday or Tuesday would be ideal as I have after work appointments the remainder of the week. The following week I am more available, I would be home Monday, Tuesday, Thursday or Friday evening after 6pm. You can reach me at ###-###-####. Thank you.

Regards,

Business

Response:

Message from our [redacted]:Here are the times that I reached out to [redacted]. I left

her another message a few minutes ago at the number listed in her

account. I explained in my message that I have been attempting to reach

out to her, but have not left my number as I am calling from home after work

hours. I asked her to call me here or leave a message with a another

number (if possible) for me to reach her at. Hopefully, she calls me back.

I did see that we have sent her ledger of her account a few times in the past.11/23/15 7pm12/1/15 6pm12/7/15 5:30 pm12/16/15 7:45am

Review: I was diagnosed with obstructive sleep apnea, a condition that because of the cause (chronic lingual tonsillitis) could be remedied with surgery. I informed the physician at Sleep Wellness Institute that my medical team was aware of the problem and had said that if another medical issue was caused by the swollen tongue they would operate. The physician at Sleep Wellness Institute referred me to a dentist nearby for a consultation in preparation for obtaining a dental appliance. I protested, stating that after surgery I may not need any assistance, but he stated that because of my diagnosis my insurance would cover the consultation and I should just go to find out about options. I had reached my deductible before this date and had no co-pay, so any covered services would cost nothing. I made the appointment and went, believing what the doctor had promised, but months later I received a bill from the dentist's office for $250.Desired Settlement: I believe that because the doctor insisted on my obtaining this service and certified that it was covered, the Sleep Wellness Institute should be required to pay the $250 bill.

Business

Response:

Dear Revdex.com,

This message is in response to inquiry [redacted].

The claim that [redacted] is making is fully understood and appreciated, although, under no circumstances would a Sleep Wellness Institute employee tell a patient about their specific benefit for an outside referral. Also, use of the term covered is always the responsibility of the patient holding the insurance. It is my understanding that the dental office is working with Ms. [redacted] and they have reached an agreement. Further, the reason Ms. [redacted] was seeing a sleep specialist was because of a recommendation - the patient always has a choice in terms of care.

The Sleep Wellness Institute

Business

Response:

Speaking on behalf of The Sleep Wellness Institute, and again I repeat, our practitioners may make recommendations for further treatment and patients often time hear the word "covered". There is no guarantee of coverage and it is the responsibility of the patient to check benefits before seeking service especially when referred to another practitioner. All of our corporate literature suggests that same exact thing. The Sleep Wellness Institute will not take any further responsibility for Ms. [redacted]'s decision to seek further treatment or assume any responsibility for the $250 charge.

The Sleep Wellness Institute

Consumer

Response:

I was referred to The Sleep Wellness Institute by my doctor in June of 2013. I am no longer going to use this service provider because they have consistently shown themselves to be more interested in selling products and services than they are in my well-being.
The most recent interaction was that the nurse practitioners recommended a mouthpiece to possibly reduce the air pressure necessary to reduce apneas. The pressure needed was so high as to cause the mask to leak, thus causing a severe treatment induced sleep interruption. They referred me to their preferred provider which turned out to be a TMJ device peddler. My excellent dentist does this kind of work routinely, but he needed a doctor's prescription. We called from his office and the "wellness institute" promised to fax the prescription over, so he went ahead and did the impressions. This took some time, but the fax had not arrived by the time I left his office. The fax had still not arrived two days later, and I called again and the fax was promised again. And again, after two days, the fax had not been received. This was the beginning of several more rounds of calls and promises with no results. Finally, after eight calls, and their admission that the doctor had been on vacation, and a conversation the doctor; the prescription was sent. The total delay in receiving the mouthpiece was over a month. This should have been accomplished in less than ten days. Needless to say, the experience was exasperating. I will never darken the doorstep of the Sleep "Wellness" Institute again.

Review: Prior to going to have the sleep study done I was told depending on my night study results I may have to stay after for a day study. I completed the night study and once I woke I had bad stomach pains and slight itching. I decided to leave and go home because of so much discomfort. About 2 hours after leaving the facility I started to notice small red itchy bumps forming on my inner right arm plus one on my right eye lid. Within an hour the bumps had grown extremely big and clustered together. I called the clinic and told them about the bumps and even offered the thought of maybe it being a harsh detergent they washed in. I was told the bumps had nothing to do with them and it was something I had done or took prior to coming there but I informed them I was instructed not to take any medications 72 hours prior to coming and I had not changed any body care or slept in any other beds then mine. I was told it was a coincidence that the bumps formed after I left there. They did not offer any help or advice. I then went to urgent care and found out they were Bed Bug bites!! The bites were so bad I was given a strong dose of steroids (prednisone) to clear the massive swelling my my right arm and right eye.Desired Settlement: I was told I would be charged a cancellation fee because I did not complete the day study but I do not think I should have to pay given my reason for leaving, and I would like my medical bills covered for being treated for the bug bites.

Business

Response:

Thank you for notifying us of this patient's complaint. As an organization in good standings with the Revdex.com I can assure you that I have fully investigated the accusations made by Miss [redacted]. It is important to note that there is no documented contact from Mr. [redacted] regarding her accusations. It would be helpful for my investigation to know if Miss [redacted] remembers specifically who she spoke to when she claims she called.