SleepQuest, Inc.

I’ve been ordering CPAP supplies through SleepQuest for 3 years. They’ve been paid by Aetna the whole time. Now I need a new CPAP, and four different people at the company have denied my request based on the mistaken idea that Aetna won’t cover it. I got Aetna on the line with SleepQuest and they confirmed I was approved for PAP therapy and they would pay for it. This wasn’t good enough for SleepQuest. Four separate incompetent agent have given me the same email, not even acknowledging my past conversations with other people at the company. It’s a truly crazy, bizarre, disrespectful way to run a company. I don’t know why they do it. At each step of the way they provided misleading advice saying that Aetna wouldn’t cover it - despite what Aetna said *to them*! They refused to call Aetna on their own. Their final line was that they didn’t believe Aetna… about whether Aetna would cover it. Truly Kafkaesque. I wouldn’t believe it if it didn’t happen to me. Avoid doing business if you don’t want a horror story of bureaucratic incompetence in *continuation* of care for a long term existing patient. Insane. UPDATE: I went to Apria Healthcare, submitted basic documents, and received my new CPAP — fully paid for by Aetna, of course — within a couple weeks. This is after literally *months* of getting dragged around by SleepQuest. They've lost a customer for life.

Be cautious giving SleepQuest your payment information. My debit card was charged automatically via AutoPay for a much larger amount than I expected after an insurance claim was processed. I did not approve the final amount before it was charged. When I contacted them right away, they would not reverse/refund the charge and told me to take it up with my insurance company. I’m now disputing it with my bank.

Very questionable business. I’ve had multiple billing issues with them. They charged me for a machine I never used, despite being told I could return it easily if it didn’t work out. They also enrolled me in autopay without my consent and charged my card. On another occasion, they billed me upfront for a sleep study I hadn’t even started. I also requested permanent deletion of my personal information, but they refused. Stay away and consider other providers.

Sleep quest has very unclear billing practices and standards. I was under the impression and told that the initial charge I received was for a CPAP device and my account was settled and the device was mine. They then sent me an email to notify me that my device is now “rent to own” and started billing me monthly in addition to what I already paid without my consent. The total cost of the “rent to own” was going to far exceed the value of the device that you could just buy yourself online without insurance. I called them to return the device fully unopened and within a very reasonable time frame. I was then issued a refund equivalent to about 30% of what I’ve paid. So now I’ve paid them hundreds of dollars for absolutely nothing. If you need a cpap device. Just buy one outright online.

The whole experience was simple. Cindy explained the process step by step. I was also left reassured that customer care by her is available should I have any uncertainty about the equipment, mask or how to operate the equipment in case something isn’t right. However, it’s pretty easy to use. The overall experience was pleasant.

Wonderful experience. Great staff. Karen A went above and beyond to make sure my dad got the equipment he needed during an emergency hospital stay. She found a way to get in touch with us with incomplete contact information. Karen is an asset to your company. She is a true example of excellent customer service. She was so pleasant to work with. The experience with her really made my day. I would recommend this place to anyone and everyone. Thank you thank you THANK YOU Karen.

Sleepquest has questionable billing practices where they require payment upfront before a claim is processed through insurance and the only alternative they offered was to leave my SSN. Feels like something fishy is going on with this company.

Karen was wonderful to work with. The facility had plenty of easy, free parking which is a huge plus in SF! The insurance details were all figured out when I got there. The process was smooth!

I had a good comfortable experience. The lady was knowledgeable and straight forward. I was relieved, because all the choices made me confused & unsure of myself. Abundant free parking in the Safeway lot. Not the safest area though. 8/23/23: Cindy Wu was so helpful & reassuring. The place is in what seems like a dangerous location that's gotten worse since I went there last time. I like my new replacement c-pap machine 🫁 & am so glad my insurance covers this product. I sleep 😴 💤 great with this machine! They need to keep their front entrance door locked 🔒! There's no security from the outside to their office. The downstairs front desk guy does not watch the outside elevator or stop anyone from using it. It's not a safe area; although, I never heard of anyone in this 🏬 office being attacked. There's always a 1st time. I did not feel safe inside their office, & the lady was there alone! It seemed to be dangerous to me.

I found their office easily, public access buses are a big plus to get there. Their professional presentation was comfortable, allowing me to ask questions as we moved forward. The time spent on the device itself was pricless. Thank you to Karen and Cindy.