Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am looking for the ************************************* to approve that I can give plasma. The doctor has not responsed to any contact. I am starting to think this isn't a legit business otherwise why can't they approve me request. They approved it the first time why can they approve it a second time. ********************* has tried to fax them three times for his approval and no response whatsoever. Thank you

  Business response

  09/10/2024

  Good afternoon ****************, 

  Thank you for reaching out to us, and we apologize for any confusion regarding your request. Please note that Sleep Doctor is not a medical providers office, and we do not have any direct involvement with approving these types of documentation requests. I have forwarded your request to ****************** office to see if they will provide this documentation so you may donate plasma. 

  If ****************** office writes the approval, we will be more than happy to send the information to ********************* per your request as we do have the medical record release form on file for you.  I will contact you via email once I hear back from ****************** office.

  For future requests we would recommend contacting Dr. ************ office directly, as they are the appropriate entity for handling such approvals. We sincerely hope this resolves your concern, and we appreciate your understanding.

  Sincerely, 

  *******

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On August 20, 2023, I ordered 2 items from The Sleep Doctors website (order #*****). One item (replacement filters) was shipped and delivered promptly. The other item, a cpap machine, has not shipped in over 2 weeks. I received multiple automated requests for a prescription, which I provided on 3 separate occasions. I have sent multiple emails to ******************************* to inquire about order status and have received no response. I also tried calling and was told I was put on a callback list but received no phone call. Now I have written them, by email and through the contact form on their website, to request a refund of $913.75 and would like BBBs help receiving my money back for the missing product.

  Customer response

  09/09/2023

  The company contacted me today, Sept 9 to say that the shipment is further delayed and they now expect it to ship in **** business days. They have not offered a refund. If they do not ship within 10 days, I will be back in touch. This is the first communication I have had from the company since I placed my order on Aug 20.

  Customer response

  09/11/2023

  Sleep Doctor 

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

  *******, ** 98105

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

  Business response

  09/18/2023

  Good Afternoon, 

  First and foremost, I'd like to extend our sincere apologies for the inconvenience you experienced throughout this process. We value your feedback and take your concerns seriously.
  
  Regarding your complaint, I want to assure you that we did reply to the emails you sent to ********************************** We apologize if our responses didn't reach you or if there were any communication issues. Your satisfaction is our top priority.
  
  Now, on to the good news. I'm pleased to inform you that we processed a refund for your missing CPAP machine on September 13, 2023. The refund amount of $913.75 should be reflected in your original payment method shortly.
  
  We understand that the delay and communication challenges you encountered were far from ideal, and we are committed to enhancing our processes to prevent such incidents in the future. Should you have any further questions or concerns, please do not hesitate to reach out to us at ************ or ********************************** 

  Sincerely, 

  *******

  Customer response

  09/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Re: account # ******** req # ********. This is a complaint regarding the ********************* tampering with my flexible spending card. On 12/22/2022, the ********************* now called Testing.com which is owned by OneCare Media charged $193.00 from my flexible spending card without my permission. In an email dated 12/13/2022, the ********************* suspiciously claimed it erroneously sent customers a refund for services that were completed back in 2021. The email sounded like a scam. My original order was purchased on 4/27/2021. The ********************* sent the erroneous refund to my account on 11/14/2022, a year and 7 months later after the order was purchased. But in order to retrieve the alleged erroneous refunds, the ********************** recharged customers accounts without their permission. My card was recharged without my permission on 12/22/2022 in the amount of $193.00. On 12/22/2022, 12/27/2022 and 12/28/2022 in email I asked for the ********************* to please return the $193.00 to my flexible spending card because although the ********************* was able to recharge my card my flexible spending company, my FSA, won't approve this charge because it was presented as a new charge and I did not have any services provided on 12/22/2022. The ********************* just took the money from my account without my permission not considering the damages it could cause to my flexible spending account. I am requesting for the ********************* to return the $193.00 to my flexible spending card or send a check in the amount of $193.00 back to my flexible spending company. The ********************* can send an invoice on other ways to make the payment for the erroneous refund. But should not have tampered with my flexible spending card.

  Business response

  01/16/2023

  On November 12, 2022, Health Testing Centers.com transitioned to a new ecommerce platform, as well as domain, Testing.com. On both platforms, customers are required to accept our Terms and Conditions prior to placing an order. When customers call in to place an order, an automated email is sent to the customer requiring them to accept the Terms and Conditions within 24 hours or the order will be canceled.  During this 24 hour period the customer's credit card is authorized but not charged.  When the Terms and Conditions are accepted, the card is charged, if Terms and Conditions are not accepted in the 24 window, the authorization expires, and the order is canceled.
   
  During this migration period, our technology team imported all legacy orders from HealthTestingCenters.com dating back to 4/1/21.  Due to an error in the code, the new platform at Testing.com mistakenly determined that the Terms and Conditions were not accepted within 24 hours for any of the historical orders, and subsequently canceled and refunded the payment source for each of those orders during that time frame.  The error was discovered within minutes and the merchant processor (Braintree) was notified.
   
  From the moment the error took place, we have been working with Braintree to resolve the issue, and ********* began charging each of these cards, the exact amount they were refunded on November 12.  This particular charge is one of those impacted.
  
  

  The email that was sent to our customers on December 13,2022 addressed the November 12, 2022 incident and provided information that the merchant processor was reversing the refunded transaction from November 12,2022. 

  When requested, we have provided customers with detailed information from these transactions and have also advised them to follow up with their financial institutions for further information as to how the transactions appear on their accounts as that is not information we have access to.  

  Customer response

  01/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer response

  01/17/2023

   On 12/28/2022 I made a complaint on BBB against OneCareMedia ************************ However, I would like to cancel the complaint. Since that time, my flexible spending company and OneCareMedia were able to resolve the issue on my flexible spending debit card.

   

  Please let OneCareMedia know that I am cancelling my complaint.

   

  Thank you for your assistance.

   

  Sincerely,

   

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

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

*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. ↩