Norton Sleep - Brownsboro

I am shocked by the treatment I received from Jenny at this facility. I went in Thursday to pickup my in-home sleep study. I was told to bring it back on Monday. I completed the first night on Thursday, was out of town on Friday, and then we were unexpectedly hospitalized with my 13 month old Saturday and Sunday night with prolonged and clustered seizures. I remembered about the sleep study on Monday and promptly called them to let them know I didn't get to complete the study and I wasn't home to be able to bring in the equipment and asked for a callback to see what options I had, given that I was dealing with a medical emergency with my baby. Jenny calls me at 3:00 and with great nerve proceeds to tell me that the equipment MUST be returned today because that equipment is promised for someone else the following morning. I tell her that I'm in the hospital at that moment with my child and live 40 minutes from the hospital so there's no way I can get it to get before they close in an hour. She proceeds to ask if I've arranged for someone else to bring it in. I said of course not because I've been in the hospital and she is just now returning my call to answer my question about what my options are by telling me that I must return it in an hour. She then tells me that she will make an exception and that I must get it in within 24 hours or that she will report me for not returning the equipment and that they will come after me for $3000 for the equipment. She spoke so coldly and harshly to a mother who is fretting over the well-being of her baby in the hospital. Completely unprofessional, inappropriate, lacking empathy. Then I thankfully make it in at 2:30 that following day to return it. She says to a coworker "She just has something to return to me." (As if she personally owns the equipment and I'm trying to steal it.) Doesn't speak a single word to me. Only looks at me with judgemental eyes as I hand it to her and walk out with my 3 children in tow. So Jenny, I'm so sorry that my son's Epilepsy and our hospital stay was an inconvenience to you and your routine expectations for the facility's equipment. Such a gross and horrid experience. I promptly called my cardiologist to ask to be referred to a different facility to complete my study. Thanks for nothing but guilt, shame and feeling even more terrible as I'm navigating my own personal hell on earth.

Holly the respiratory therapist is absolutely no help and completely disrespectful. This office needs some proper customer service skills rather than hanging up people asking questions about medical care.

First of all, they don’t tell you before hand that the building is locked and that you have to ring a bell to be let into the building, so that was difficult to figure out. I went here because they called me and told me that my test was completely covered by my health insurance. I told the girl that my husband worked at Baptist Floyd Hospital, and asked her if it would be cheaper for me to go there. She said “no”, “your insurance will pay for you to come here”. So, I went. Then they had the audacity to send me a bill for $2339.00. I couldn’t believe it. I called my insurance and was told that if I’d had the test done at Baptist Floyd, it would’ve been free, but I had a $2000 deductible in network. I was so mad that I called Clark Memorial’s billing department and filed a complaint. I’m waiting to hear what they say now, but I went to see a doctor last week and her comment to me was “good luck”. So, I’m prepared to fight them on this tooth and nail. They did eventually not make me pay. So I’m going to give them more stars for that.

I hate this place always busy always running behind