Sleep Trends Diagnostic Centers

Second sleep study was done back in October... still waiting on them to get me the machine. They're always passing the buck, transferring me to another department that doesn't answer the phone. When you leave messages, they don't call back.

Used them twice had no problems either time. Very friendly and professional.

This company does not care about customer service. Here are several points that support this assertion. My doctor wanted me to do a sleep study. CUSTOMER SERVICE ISSUE #1: I called and they said that the in-house study requires that the patient get there by 8:00 (or so) on the day of the study (which is early but ok) but then you had to leave at 5:00 or 5:30. WHY SO EARLY!??!? Why not be flexible on the in-take time and when you can leave so that the CUSTOMER is not inconvenienced. CUSTOMER SERVICE ISSUE #2: So I did the at home study. I picked up the home study kit and a man explained the process. It is a simple device to use. I did it that night and returned it the next day. A WEEK LATER they called and asked when I was going to return the unit. I told them I had turned it in the day after I got it. A week after the first call (two weeks after I returned the unit) they called again and said there was no data on the device. Then she started to sell me on doing the study at their facility. At no point did she offer to let me redo the home study at no charge. (I paid for the study out of pocket.) Because the device had no data I am convinced that my unit was not processed properly on their end. I returned the device to the business office because the technician's office was locked. I'm sure the device was misplaced in the business office, then the data was cleared before they realized that it was from my study. This assumption is supported by the fact that they called a week after I had returned the device looking for it. CUSTOMER SERVICE ISSUE #3: I just got another call from them today (about four weeks after I returned the device). The lady went into the same pitch to get me to do the study at their facility. I explained what had happened and my belief that the device was cleared of data by mistake. She did not say anything. I said that her reaction indicates a lack of empathy for the customer and that I am not happy with their service. Once again I waited for her response. She hung up without saying anything. CONCLUSION: Whoever created this company is focused on 1) getting doctor's offices to recommend them (probably with a finder's fee which I am fine with - I am happy when my PCP can make some money), 2) getting insurance companies to pay for the service. A big part of my conversation with the Sleep Center was around determining if my insurance company would pay or "should we resubmit to see if they will cover the study", or "have you changed policies", etc. 3) efficiently turning the beds and home study devices to make a profit. 4) I guess the customer has to be on their list some place but it seems to be an afterthought and is definitely last. Unfortunately, I'd rather die from some sleep apnea related issue than to deal with this company again.

So many issues. You schedule an appt to pick up a machine and guess what after your long drive in guess what they don't have available my dang machine. This is AFTER they make me wait a week before I can pick it up might I add...then the technician has no clue where anything is and then guess what else I have to do? I have to wait until dang Monday to reschedule a flipping appt to get my machine that I need before my surgery. No feeling of importance at all. Now with all that being said when I showed up on Monday the first thing the technician did was apologize and she saw to me right away. So all though I was livid Friday she made up to me with her promptness. She was very nice though. So I give her that and she was very patient with me while I tried on the masks. I just need them to confirm when they schedule people to come out at night.

Horrible customer service. The only person that seemed competent through the whole process was the person that actually performed the over-night sleep study. Supplied me with a cheaper machine than I was originally presented that works only half of the time and then refuses to exchange. DO NOT GO HERE. IT WILL BE A WASTE OF YOUR MONEY.