Sleep Central Customer Service Issues

On July 3, [redacted], I emailed Rotech to change the size of my Wisp from Large to Extra Large. I was informed that my next order on 7/16 would include the correct size, but upon receiving the package on 7/20, I found they were still Large. I need an RMA to return these 6 for the correct size. I will be on vacation from Sunday 7/22 to Saturday 7/28, so if you send the RMA by 7/21, I can return them before I leave; otherwise, it will have to wait until 7/30. My patient # is [redacted], and the ticket ID# is [redacted]1. The main package was opened but the items individually wrapped are unopened. Thank you, David Jacobsen.

I am feeling incredibly frustrated right now. It's 4 am, and my husband had to move to the guest bedroom because of my snoring issue. The headgear I received from your company in September is causing me problems. I had to use the phone to order supplies due to the lack of customer service representatives. Unfortunately, the automated system doesn't account for individual needs, only offering generic options. Despite my previous order indicating a medium size headgear and other specific sizes, I received the wrong size this time. The small headgear is uncomfortable, causing headaches and deep marks on my face that don't disappear even after 24 hours. I had a better experience with a medium size headgear before, but it seems my old records were not considered. Having a personalized fitting with a real person would be much more helpful in these situations. How can a sleep-aid provider lack personalized service and fittings when needs change over time, especially for medical supplies like C-PAP systems?

I am running out of filters and cannot afford to wait 10 days for a new one. I contacted the company in late February to request a new supply of filters, explaining I only had one left at the time. They advised me to call back in early March to order them. Upon calling back in early March, I was informed that I could not receive them yet. Now, my replace filter light is flashing on the machine every night. Although I wash it in the sink and try to reuse it, sometimes it doesn't work properly. I understand this is not a healthy solution. I intend to contact Humana to request their approval for more filters to avoid this situation. I have placed an order today, but I have been informed it will take 10 days to receive the new filters. Is there any way to expedite this process, perhaps by sending a filter overnight before fulfilling the rest of the order?

Subject: Missing Item in Recent Order I am Gloria Farrell residing in zip code [redacted], and I recently received my order from Rotech's Sleep Central on July 15, [redacted]. However, my order was incomplete as I only received the filters and not the headgear that I had requested. Please kindly send the headgear as soon as possible. I placed the order on July 6, [redacted], and my patient number is [redacted]. My contact phone number is [redacted], and my email address is [redacted] I have not changed my shipping address, and I have Medicare or Medicare Advantage Insurance. I specifically need filters and headgear. I require new headgear as my current one has stretched and does not adhere correctly. Your prompt attention to this matter is greatly appreciated. Thank you, G. Farrell

I would like to inquire about the recurring delays with my supply orders. I recently received a voicemail apologizing for the delay, which has occurred multiple times previously. I believe this issue is not related to my insurance. Could you investigate and provide me with an explanation for these continual delays? Your help in resolving this matter is greatly appreciated. Thank you, J. DelValle

On July 17, [redacted], I ordered CPAP supplies which were shipped to my address at [redacted] Stockbridge Drive, Fort Myers, Florida [redacted]. The shipment, Invoice [redacted]7 via Fed Ex Smart Post, was sent from Murray, KY. Unfortunately, it never arrived. After tracking it, I found out it reached Jacksonville, FL and was returned to the shipper on July 22, [redacted] due to an incomplete or incorrect address. According to USPS, condo unit numbers were needed, but we don't use them here. My mailbox is labeled with "[redacted]." The package was received by you on July 29, [redacted]. Please resend the package with the correct address provided. Thank you.

Good afternoon, I am Kenneth W. Russell. I received voicemails last Wednesday and Friday regarding my recent order for new supplies, including a mask, tube, and mask holder. Despite reaching out several times to both the Sleep Center and Georgia Extended Medical, I have faced challenges with my order due to outdated chip information. Although I was assured that the necessary information would be relayed, I did not receive a call back. I have consistently cooperated with requests for updates on my CPAP machine's chip at Georgia Extended Medical. If there are any issues with my insurance, I am willing to cover the costs myself. As my current supplies are damaged, I urgently require the new supplies. I am feeling quite frustrated by this situation and would appreciate prompt assistance. Thank you, Kenneth W. Russell

I am looking for pillow masks with a chin strap that is separate from the mask and can be secured around the head. The current mask I have pulls on my hair due to the velcro straps and slips while I sleep. I have been advised by my physician to keep my mouth closed during sleep, which a nose mask does not accommodate. I believe your company offers a variety of masks that can address my concerns. Please respond promptly. If possible, kindly share pictures via email of the masks with attached chin holders. Thank you for your help. Sincerely, MU.

I ordered supplies in early December believing I needed them, but faced issues with prior authorization messages despite being a repeat customer. The representative informed me they would automatically ship later in the month as per Humana's eligibility criteria. When I didn't see the order, I placed it online. After weeks without my supplies, I called today to be told insurance information was lacking, causing a delay that is unacceptable. I've now been deprived of my supplies for over two weeks due to this delay. This delay should have been resolved in December when I first ordered, not now in January under my new plan. I have lodged complaints with Humana and plan to do the same with Florida's state authorities or the Better Business Bureau. It's frustrating and disappointing to suffer due to the company's failure in meeting customer needs.

I received my CPAP supplies on Saturday afternoon, March 24, [redacted]. My doctor, Michelle Hesselle-Solter, ordered a new mask for me as my current Amara View is leaking terribly. However, I received the same Amara View mask and headgear along with two small cushions which are not suitable for me. I would like to return these items. The rest of the package is suitable for my Dreamstation. After researching, I believe the Brevida Nasal Pillow Mask System would be a better fit for me. I require a Return Merchandise Authorization to proceed with the return process. Thank you.

I received a notice from Phillips about a CPAP recall. I provided the necessary details to Respironics. The letter instructed to discontinue CPAP use. Despite this, Sleep Central contacted me regarding supply orders. I question the need for supplies if I'm no longer using the CPAP and recently received supplies in May. This appears to be a dubious practice to charge clients and Medicare. I am unsure if Medicare will cover these unnecessary supplies. I've been advised by my provider to stop using the CPAP due to the Aerosol chamber concern. I've owned my CPAP since [redacted] and have already paid for it, so I should not owe anything to Medicare or Sleep Central. It seems there was a billing error with my insurance, which should be rectified by Sleep Central. I prefer correspondence via mail and do not wish to be contacted by phone. There was also an issue with receiving the wrong equipment in my recent package. I am considering the possibility of a class-action lawsuit for patient compensation.

Recently, I received my refill supplies order with Order #[redacted]. Unfortunately, the tubing I received, Sunset Healthcare Solutions Cpap Tubing 6Ft TUB06, Item #[redacted], does not fit my Philips Dreamstation 2. The tube I needed was the Philips RP - 15 MM STD TUBE - DreamStation, which has clear white openings of different sizes. The tubing I received is gray and has the same size openings, making it incompatible with my equipment. I kindly request the correct replacement so that I can use my Apnea unit as soon as possible. I do not wish to be charged for a product that is unusable. Thank you for your prompt attention to this matter. - B. A. Sala

I received a full face mask in my recent order #[redacted] with ticket ID [redacted]9 for item 400VIT132. I don't use this type of mask and would like guidance on how to return it. I prefer not to waste it or have my insurance charged unnecessarily. I attempted to contact you by phone without success. Please reach out via email or phone to help me resolve this matter promptly. Thank you.