Complaints

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited El Paso sleep center in March of last year. I had a take home sleep study and then went in for a formal sleep study. All of this went through my insurance and I had significant out of pocket expense. They were supposed to arrange for me to pick up a sleep apnea machine because of my test results. They never did. I called back twice asking about this and they kept saying they didn't have any machines. That's been a year now. I spent hundreds of dollars to get this machine that is supposed to improve my quality of life, and my insurance will not pay for me to have the studies again somewhere else. All for them to have scammed me.

  Business response

  04/20/2023

  Please give me a few days to research the situation and come up with a solution. Thank you 

  I did see that this was the second request but I never received the first one. 

  Customer response

  04/27/2023

   I am rejecting this response because:
  
  They were simply asking for more time to research and not actually responding 

  Business response

  05/09/2023

  Hello,

  I am having a meeting today with the clinic administrator to resolve this issue.  I will respond by the end of tomorrow if not by the end of the day. 

  Customer response

  05/11/2023

   I am rejecting this response because:
  
  Theyre just asking for more time to resolve. 

  Business response

  05/19/2023

  There was a machine shortage at the time and it was an oversight on our part. We will reach out to ****************** and rectify the situation, 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I completed sleep study with El Paso Sleep Center in late 2022. In Jan 17, 2023 I stopped by the El Paso Sleep Center and found out I have outstanding balance of $60. The front desk representative told me that was the cost of initial consultation, I agreed to pay the amount. I then asked the representative if there are any other surprise charges in the future, she said no, $60 would be the last remaining charge. That conversation was tape recorded. At approximately early March 2023 I received another bill of $60 from El Paso Sleep Center. I stopped by the clinic on March 22nd and talked to the same representative whom I talked to in Jan. *** stated that amount was for the result of the study that was given to me by the phone. I remember that phone call lasted approximately a minute and the result of the sleep study was given to me at that time, I also asked for a copy of the study in which I later obtained. I paid the amount of $60 for the 2nd time because I didn't want my credit to be affected but I told the representative that I will try to dispute the charge later. I believe the 2nd payment of $60 should have NOT been charged because the representative promised me in January that there would be no more surprise payment (tape recorded). Further, I don't believe I should be charged for a phone call that I never asked for, especially when I will inevitably receive the result in writing anyway, and I did. A phone call was absolutely unnecessary and the charge was unreasonable. I therefore asked the clinic to refund me the amount of $60 to my credit card ending ****. The conversation of 2nd visit is also tape recorded. *** once again told me there will be no more charges.

  Business response

  04/12/2023

  BBB **************

  550 *******************************.

  *******, ** 79901

   

  April 12, 2023

  RE: Complaint ID *********

  Dear ******************:

  Please be advised that while we regret that ************ is unhappy with the payments that he has had to make and the telemedicine phone call he received as his results follow up, ************ was not charged any surprise charges. What ************ was charged was the co-pay that his insurance company requires us to collect as part of our contractual reimbursement. Therefore, at this time we cannot issue a refund for his copayment as these charges were not surprise charges and we are in network with his insurance. At any time ************ could have canceled his follow-up visit or refused the phone call when the MA called to do the intake for the results follow up. It is not our practice to print out sleep study results without the provider first interpreting and releasing the information in a follow up visit first.  Since ************ signed a HIPPA release, I have attached his UHC insurance card and a printout of his benefits and eligibility for your reference. If you have any questions, please feel free to contact me at ************************.

   

  Respectfully Submitted,

  *********************

   

  *********************

  Credentialing and Contracting

  Customer response

  04/13/2023

   I am rejecting this response because:
  The response from the clinic is unacceptable. In the narrative ************** stated I could have refused the phone call when the MA called me, how am I going to predict that just by looking at the number? What if I have a important phone call with the same area code? She also stated it is not their practice to print the result without the provider first interpreting and releasing the information in a follow up visit, that phone call was absolutely not necessary, the result on paper is more detail than the information I got on the phone, the phone call didn't help me understand the result more than the paper itself. Plus, in the tape recorded conversation on January 17th the lady at the front desk specifically told me there will be no more charges. She said that to me again on March 22 when I stopped by the office to pay the questionable bill (also tape recorded), where is their staff's credibility? I strongly consider EPSS to reconsider the refund, I will determine what online rating I will give base on their response. Being a former sales person I can say it is not worth of that $60 when you know you are going to lose more businesses due to the poor rating online. 
  
  

  Business response

  05/02/2023

  I sent the information to the clinic administrator. I will respond when and if she gives the approval for a refund. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩