Peak Sleep/Pacific Pulmonary Services

I am giving them a two star ONLY because the people who are on the phone are very nice and seem to want to help This company calls every month but when I call for replacements they never have a current prescription So far we have waited two months without supplies and the mask my husband uses is not working correctly I finally ordered a replacement from Amazon I am beginning to think I would rather pay for supplies than deal with Peak Sleep (Bakersfield, CA)

I have yet to have a replacement order that was correctI have contacted them when they call me, they say they are need a prescription re-fill and then don't call me backAfter another month when they call me, they have no prescription and want to send me the wrong maskIt has been nearly year and they can't get it rightI'm terribly frustrated and don't know what to do next!

This used to be a good company but it has gone downhill over the last five yearsThey don’t call regularly anymore and I may or may not get my orderOnce they take my order, they say they need to verify it with insurance even though they have already told me what I’m due to getThen they send it the slowest way possibleIt isn’t sent in a box anymore which doesn’t protect the expensive equipment I’m buyingThis time, my mask was defective but they don’t care so I can only hope I will get the new one within two weeks of calling themI hope to find a new company soon

I received my CPAP machine in June My machine is very quite and has the humidifier compontentI have had a servere problem with a dry mouth and throat every night The pain and dryness wake me usally after hoursAt that time I get up and start trying to alleave the dryness and pain in my mouth and throat The dryness is so bad I can not swallow any fluids for a whileI have been in contact with this company for months now with no helpI've been told by them that I'm the only person in the united states with this problem My Doctor has sent them a prescription for the heated tube( September 2016) but have not received it as of this date (11/28/16.I did speak with this company this morning and again I get the same reply "we'll check into and call you back.This has never happened You would not believe all the answers I get, some are incredible stupid , my Doctors can't understand why this company won't do anything They still havn't sent the print out report from my machine as of this date.( requested by my doctor) This company has no problems lying to me over the phone and doing nothing for me

12/charge of should be credited to my charge card
On 12/charge was made for an item which could not be ordered by an individual I was told that the charge would be reversed To date nothing has been done although I have spoke with at least different individuals The reference # used on my master card XXXXXXXXXXXXXXXXXXXXXXX in the amount of $

Initial Business Response /* (1000, 8, 2016/03/29) */
Thank you for informing us about your concerns regarding our company's customer serviceWe have investigated the complaint and you will hear from us shortly regarding our findings
We are sorry that the consumer was disappointed with our
service, but we are glad that you contacted us regarding the consumer's concernsBecause you have taken the time to share your dissatisfaction with us, we have the opportunity to review our processes and work to improve our service to you and other customers
Thank you once again, and you should hear from us by April 11,
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 10, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response only indicated their receipt of my complaint and nothing about how they intend to resolve thisI would expect them to indicate they would look into and process the refund at their earliest convenicence
Final Business Response /* (4000, 14, 2016/04/11) */
In correspondence dated March 21, 2016, that was received by Pacific Pulmonary Services on March 28, 2016, Mr*** *** reported that a discrepancy occurred in his accountWe conducted an investigation as soon as we became aware of your concernsOur findings are described below
Because this inquiry involves medical records, subject to Federal Privacy Laws, please note that no portion of this letter may be posted publicly, The patient's protected health information must remain private
The investigation concluded that an account error occurred, but was later correctedMr***'s account balance indicated a zero balance as of Aprii 8,
The investigation revealed the following: Mr*** contacted our company to make a payment to his account on December 7, Subsequently, Mr***'s credit card was charged $ft is unclear why a payment was processed, because Mr***'s account did not have an outstanding balanceMr*** has two (2) insurers, and the insurers covered Mr***'s responsibility for paymentOn April 1, 2016, the $charge was refunded to the charge card of originWe are so grateful that you brought your concerns to our attentionWe very much appreciate the opportunity to correct our records, and to update Mr***'s account
Final Consumer Response /* (2000, 16, 2016/04/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Credit of has been made to credit cardThank you for your help