Sleep EZ Diagnostic Center, Inc.

Review: I had a sleep apnea test done one year ago. The office staff told me that I would be woken up half way through the test if I needed a CPAP machine and be fitted for it. I was not woken up to be fitted for the machine. I received documentation a week later telling me that a CPAP machine is recommended and that I would have to come back and do the sleep test again to be fitted. I left several messages for the owner, [redacted], letting her know how displeased I was with the service. She never returned my call but did send me an e-mail explaining that I had borderline sleep apnea and the technician could not make the decision to wake me up and fit me for the machine. I left more messages and never got a phone call back. I also never got a bill which made me think that the owner understood my position on the service and did not bill me. 11 months later I get a bill for $842.70. I left 2 messages on voicemail and talked at length to [redacted] in the front office and nobody called me back. I called after another 3 weeks passed and actually got the owner on the phone. She told me that she had no idea why it took them 11 months to send me a bill and that she never got any voicemails from me. I am not impressed with a business that never mentions that the fitting for the CPAP machine might require 2 nights stay, that does not return phone calls and bills 11 months later.Desired Settlement: I would like my bill to be adjusted since I will have to do the whole sleep study again to be fitted for the CPAP machine.

Business

Response:

10/4/2012 from Dr. [redacted] for a "2 Night Protocol" sleep test (see faxed copy) which would mean she

would undergo a diagnostic night then if she needed to be treated for a sleep disorder she would return

for a treatment night. We verified her insurance benefits on 10/4/2012 before scheduling her and she

had a $1,500.00 deductible with a remaining $1,415.42 to be met on the deductible (see faxed copy).

Our office called her 10/4/2012 and left a message for her to call regarding scheduling/benefits, she

called back 10/8/2012 and was scheduled for testing 10/12/2012 as we informed her at that time of her

insurance benefits/deductíble (it is the insuree's responsibility to know the policy of their own

insurance). We explained at that time that due to her high insurance deductible we would try to do a

"Split" study to prevent her from having to come twice if she were positive for obstructive sleep apnea

to help with cost to her and that we will bill the insurance first and once they process the claim then the

balance is billed to the patient so there was no need to bring in any money the night of the test. When

doing this we make it very clear to patients that we will make our best attempt but with mostly women

and some men if they do not go into REM until the early hours of the test it makes it difficult or

impossible to split them due to time constraints. There is also the possibility that due to a mild level of

sleep apnea the Medical Director (Board Certified Sleep Physician) would make the medical decision

whether the pat¡ent needs to be treated with positive pressure OR conservative therapy depending on

the level of oxygen desaturation as well. **Treatment with pos¡tive pressure would require treatment

w¡th an in-lab overnight stay versus conservative therapy which would mean changes to their sleep

hygiene on their own to improve qualíty of sleep such as weight loss, avoiding a part¡cular position when

sleeping, or an oral applicance to treat the mild level of sleep apnea. These recommendations come

after the Medical Director performs the interpretation on the diagnostic sleep test**

Test completed 10/12/2012, I called the pat¡ent 4170/15/2012 and left a message that we are waiting on

the physician's interpretation to proceed with recommendations as she had a mild level of obstructive

sleep apnea that occurred in REM and some in non-REM. 10/17/2012 emailed the interpretation from

our Medical Director for the results of the test performed 10/15/2012 (see faxed copy). 10/22/2012 l

left another message and notified her she had left her [redacted] cell phone charger and wanted to know if

she would pick it up or should I mail? 11/13/2012 no response so l mailed the cell charger. 11/15/2012

I received an email from Ms. [redacted] inquiring why her study was not a "Split" and that the sleep tech

never explained to her why she was not "Split". I responded to her email via email that same day

11/15/2012-(see faxed copy)

We filed the claim w¡th her insurance 1/23/13, 3/27/13, 5/8/13 and then they sent notice 5/24/13 that

claim amount was applied to her deductible and the patient would have received an EOMB as well each

time from her insurance as not¡fication of claims filed as with any insurance and insured. At this point

we made the contractual adjustments and billed the patient the remainder. The patient and I spoke

10/18/2013 when she called after she states was the first statement we mailed and states that she has

left me multiple messages without me returning as she "assumed we would not bill her since we did not

complete her "Split" test. I asked her why she did not email me if I had not responded and she did not

answer that question just kept insisting that she expected us to not bill her for the services we provided.

She asked me if thís was regular practice for us and I informed her that we performed the testing in

good faith at the best of our ability according to the referral from her physician for testing and did our

best but as I stated in the email 11/15/2012 as with a mild degree of obstructive sleep apnea to her

degree it is in her best interest to allow the Med¡cal Director to make the decision as a physician as to

what is best for her and he gave her the option (see faxed copy "lmpression/Recommendations) to

"consider conservative therapy which would include weight loss and avoidance of the supine position

OR positive pressure titration study". I also inquired with her if she had ever had any type of medical

test performed and never had to pay for it rather out of pocket of via insurance as she was aware from

the beginning that this is a medical service that would require reimbursement. At this time she asked

me if I would adjust off the balance owed and ¡ stated that we have already made $1,414.30

adjustments, not charged any interest on the bill in addition to not turning it over to Collections as she

has not made ANY attempt to pay as little as $1.00 at this time. Please find attached Consent, Rights

and Responsibilities, and Patient Survey upon completion of testing we performed 10/12/2012.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. I will close the complaint because the business is unwilling to own up to even one of their mistakes. I have never had a problem with a service or medical office previously so I was not vigilant about checking with friends, family, online reviews and the Revdex.com before using a service. I will make sure I check these sources in the future to prevent loss of time and money.

Regards,

Review: I was referred to Sleep EZ Diagnostic Center in Salem, Virginia for a sleep study by my family doctor, Dr. David Cummings which was scheduled and completed on March 18, 2013. At the time I was told that based on their understanding of my health insurance, I would need to provide them with a check for $250. Even though I knew my co-pay was $35 in most cases, I did not question the amount because I thought this was a special case. The money placed a great strain on our budget but we considered it to be a priority due to the health issue. The check for payment in full was paid on the night of the March 18 study. I did a follow-up session on April 9 in which no payment was required. When the results were completed I was referred to a local provider for the needed equipment and was told that the insurance required me to pay for equipment. At that time I contacted my health care provider, [redacted], to verify this information and was told that was correct. During the conversation with the [redacted] representative on April 22, I just happened to mention the amount I paid for the service and she informed that they had mis-interpreted my insurance and that I was only required to pay the $35 co-pay for the two visits. She kindly contaced Sleep EZ's business office and told them they needed to refund $180 to me. I followed up her April 22nd call to them on April 24th and [redacted] in the W. Main Street, Salem office confirmed that the [redacted] rep had called and that the check would be issued to me in 2 days. I had not received the refund by May 1, so I went by the office early in the afternoon of that day and spoke to [redacted] who told me she would contact the bookkeeper and call me in a few moments. When I had not received a call by May 3, I called and spoke to [redacted] and was told she had spoken to the bookkeeper and that the check was cut on May 1 and forwarded to me. As of this date of this complaint, May 6, I have yet to receive this refund. I would appreciate their prompt attention to this matter. Thank you.Desired Settlement: A check for the amount of $180

Business

Response:

To Whom It May Concern regarding a refund to Mr. [redacted]: