Princeton Sleep Center

Extremely Disappointing Experience – Lack of Empathy and Poor Customer Service I had a very frustrating and disappointing experience with this sleep center, and I want to share my situation so others are aware of the issues I faced. I was scheduled to receive a sleep device, but more than a week before the scheduled delivery, my appointment was canceled without prior discussion. The appointment was rescheduled to a later date, which happened to overlap with my planned international travel. The reason given was "insurance authorization pending," but I had never been informed earlier that my appointment could be canceled if authorization was not received in time. After seeing a missed call and then a text message about the cancellation, I immediately reached out to inform them of my travel plans. The response I received was cold, insensitive, and unapologetic. I requested to keep my original appointment and asked if they could wait a few more days for the approval to come through. I explained that I would be traveling and would not return until late December, meaning I would not be able to do the sleep study until January. Despite this, the staff member refused to keep the original appointment and responded, "Then you take the appointment in January." There was no effort to work with me or offer a solution. I reluctantly accepted an appointment in late December, understanding that doing the study so soon after travel would likely result in inaccurate results due to jet lag. However, the staff member did not acknowledge this or offer any guidance regarding the potential impact of my travel. I then contacted my insurance provider and my doctor’s office to see if the process could be expedited, so I could receive the device before my travel. After several calls, I was informed by my doctor's office that the insurance had approved the test, and the sleep center could now expedite the process. I was hopeful the device could still be delivered on time, but when I called the sleep center again, I was given another pickup date during the week I would be traveling, with no apology or consideration. This pickup was not a delivery. When I pointed out my travel schedule, I was offered to pick up the device on the original date. I reluctantly agreed, but then I was told I would also need to drop off the device the next day, rather than shipping it back. This was incredibly frustrating, as I would be required to spend 3-4 extra hours traveling to the center over 1-2 days before my travel. I contacted my doctor’s office again to explain the situation, and they tried to work with the sleep center to have the device shipped to me. Unfortunately, the sleep center refused to accommodate this request, and I had no choice but to cancel the pickup. This entire experience could have easily been avoided if the staff member had been more sympathetic, prioritized patient care, and waited a couple of extra days before canceling my original appointment. A little flexibility and communication would have made a huge difference. If anyone from management is reading this, I strongly urge you to improve patient care and communication. If your focus is on making money rather than genuinely caring for your patients, then congratulations to your team for doing a great job at that. However, for those of us who expect professionalism and customer care, I would recommend looking elsewhere for sleep study services.

Do not take the home sleep study. I was suffocating because of it and they still want to charge me for it. I can not comprehend that healthcare providers would want to charge their patients for something that harms them.