Couldn't have been an easier process! I only needed supplies and didn't require a sleep test, so this review only covers supplies. I filled out the new customer form online, and Natalie wrote me back later that same day. She got my insurance information, prescription, etc. and as soon as I was approved, handed me off to Karen, who took my order. The entire interaction with Karen took less than 24 hours. All the paperwork was completed for me. I was in and out of the office within 10 minutes. Clearly this group has their act together and I'd feel comfortable referring people here. read more

I strongly suggest you look at the date these reviews were written before reading them. Up until about a year ago, Sleepquest was fantastic--extremely customer-oriented and friendly. I don't know what idiot bought them out or was put in charge in the past year, but they have completely ruined this company. Now, unless you are able to do everything online, you will simply get AI and rude, stupid customer service reps. I can get *that* with Apria. I now have a single decent contact at Sleepquest (actually, she's excellent), but if she refuses or is prevented from helping me because reordering supplies is not her job, I will be looking elsewhere for my CPAP supplies. I've never seen a company strive so magnificently to piss off its customer base, and I will look forward to reading about Sleepquest's well-deserved demise in the (hopefully) near future if things don't change--and soon. read more

Started getting invoices and spam calls 2 years later. No explanation just lots of voice mails from different cities in broken English.

They sent me someone else's sleep study results via email as a pdf. Then told me to delete it and they'd send correct results. If I got someone else's, who got mine? read more

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. read more

They sold me a product that was later recalled. When I followed up for support, they advised me that they won't help and that I need to go to the manufacturer directly. Very little help. The rep was excellent at being clear on what she was not responsible for and to pass the issue to someone else. My advise, don't call on a Friday. They reps are checked out. read more

Do your due diligence, read the document thoroughly before signing and most importantly, opt out of auto-pay! I was not happy with this provider and decided to return the equipment and they still charged me a couple of times after. I tried to get clarity on the charges, and they immediately referred me to the docs I signed, etc, etc. Please save yourself from stress and frustration, go through the reviews here, there is a common denominator! read more

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. The don't let you disable Autopay! 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. read more

If you have a choice for the sleep care services, I advise you go elsewhere. I have had nothing but terrible experiences with Sleepquest. First, when I was prescribed a CPAP I was put on a waitlist to receive my device. My husband was placed on a waitlist for his device about a month after my placement. He received his device a week before me. He was offered a service to walk through how to use the device and was explained. I was not offered any support but a FaceTime call which was not at all helpful. I have struggled with keeping my mask on at night, which I have relayed that frustration with Sleepquest several times. I went to place an order for resupplies and I had fallen out of compliance with my device because of my struggles to use it. Because of this, my insurance would not cover the supplies. FINALLY, then I was offered the support from Sleepquest with using my device. I went to schedule the appt to come in and finally be shown after a year how to properly use my device and because I was out of compliance my insurance would not cover it. So now I have a device that I can't use, I have paid in full for and NO SUPPORT from the care provider on how to use it. If there are alternative services you can try. DO IT! read more

I have used Sleepquest for years for my sleep supplies. I'm giving us a one-star review because I called them to request a battery. After all, we will have a power outage on Monday due to power company maintenance. I have a very severe and dangerous heart condition, where the lack of ability to have a CPAP could be potentially fatal. I asked him about a Battery, and they were unsure which battery would work with my device. They then gave me the name of the battery, and I saw that it was $50 cheaper on Amazon. I asked if they could match the price, and they said no. Amazon provides free overnight shipping. I wondered how much their shipping was, and they said it depended on how quickly I wanted it. I asked them if they would be able to match the price since they've made so much money for me over the years, and they said no All of this would be bad enough, except I didn't ask to speak with a supervisor to see if maybe there was something they could do. Rafti, the supervisor, kept calling me by Mr. and my first name. I had to correct him several times before he called me by my first name. He not only said that they do not match prices. He also said he did not know why the person transferred me to him because it is their policy not to match prices. So pretty offensive, after all! read more

Please DO NOT sign any of their authorization agreement!! I am so agree with the others! The authorization that they ask you to sign is like signing your life away!! Its been over a month they are still charging me with no explanation!! I try to create account online was unsuccessful. I call them to right me back that they will stop charging me and I will inform my credit card company to stop paying them with any future billing. read more

Update to my previous review. After some lengthly back and forth, SleepQuest did ultimately get me the right documents for the insurance claim. read more

Absolutely horrible run around customer service. We have been trying to get a replacement for a machine. My doctor has sent the new prescription, a and all the many requests that SleepQuest has made and they continue to give us a run around. Even my insurance company said just have them call us for preauthorization but no, here we sit waiting for them to do their job correctly. read more

Update 8/31: it's great that That The SleepQuest Team commented and recognize this wasn't explained well; however their "policy" still doesn't make sense and is contradicted by their own terms. Insurance is an agreement between me and my insurance provider (as they make clear in their terms) which means that they can not determine coverage - only my insurance provider can, which is why their own document says you will (it does not say we will file for items we think will be covered, or we will only file for FDA approved devices, which while linked to insurance coverage is not a sole determining factor). They didn't do that and when I provided them with the Explanation of Benefits that demonstrate not coverage they refused to honor the their agreed upon in-network negotiated rate. --------------------/// I went in to receive a CPAP machine that was prescribed by my doctor. We discussed machines and they told me that my machine DreamstationGo was not covered by my insurance so I would have to purchase it in full. That did not make sense as I had checked with my insurance in advance and all of the 4 machines I was interested in were covered. I thought perhaps they were saying this because I hadn't met my deductible and asked if they could please bill my insurance as even if I have to pay for it it would go towards my deductible. I was told "it is our policy to not bill insurance for things they don't cover." I explained that I was pretty sure my insurance did cover it as I had spoken to them and they said, no your insurance won't cover a "travel machines" this is a self-pay item. I went ahead and paid for it figuring I would self-file with my insurance. I did and not surprising- my insurance covers the device!!! They cover it at a negotiated rate (as with all the machines). My insurance told me I should be able to call them and get the difference (except for my portion of the copayment) refunded. Then why doesn't SleepQuest file with insurance you may wonder? The only thing I can gather is because insurance has the machines at a negotiated rate and they don't want to honor that rate. When I called the billing department I was told "it doesn't matter if your insurance covers it or not, we consider travel machines self-pay items and so you are billed the full price. My issue with that response: 1) this is not what I was told - I was told "my insurance doesn't cover this machine" which is not true and was a flat out lie. Had they been honest that my insurance covered this but they won't bill insurance because they don't want to sell the item at their contracted rate I could have decided if I still wanted to get the machine and pay for it all myself, if I wanted to go elsewhere, or if I wanted to choose a different machine; 2) the reason you go to in-network providers is that they are part of a contracted network and have agreed to the terms of that network - terms like negotiated rates, so for them to randomly decide specific products and services they will and won't accept insurance for is not only misleading it goes against their own financial terms and disclaimers outlined in the paperwork they give you and you sign! They charged me $850, the contracted rate was $520.50. (Part of that to be covered by insurance and part my responsibility). They have overcharged and refuse to refund the $329.50. Rather silly as they would have made several times over that for the replacement and maintenance items, which I will now be purchasing elsewhere. In short, I'm disgusted by their deceptive and misleading - if not outright fraudulent -practices!!! This is the type of behavior that gives the healthcare industry a bad name! read more

SleepQuest - Their own agreement says they will complete claims forms and bill insurance! - Diagnostic Services Near Me - San Francisco, California

I was so happy to finally get my CPAP today. I had a 5 star experience with SleepQuest I am proud to share. The place has tons of parking. My gps did all the work and dropped me off right in front of their office. Once inside I was greeted by two of the nicest people. I filled out a few forms. Everything was crystal clear as far as what my insurance was and wasn't going to cover. Clear monthly terms. Super friendly staff. I swiped my card and was on my way with a BRAND NEW super quiet CPAP mask. I don't know how this place doesn't have SIX stars considering how friendly everyone was. read more

SleepQuest - A top of the line brand new CPAP! Whisper quiet. Slick. Modern. Built in cell phone. No Wi-Fi. No Bluetooth. Slick! - Diagnostic Services Near Me - San Francisco, California

i returned my cpap and yet three months later they are still charging me. i have called twice, emailed, and left a voice message. terrible customer service and service overall. read more

I am in the middle of a sleep study and cant reach anyone to help me compleate the study. No one knows anything and the person that does cant be reached. No custoer service dont even try. read more

The good folks at SleepQuest have been extremely professional in providing excellent customer service for my Sleep Apnea supplies ( Masks, Nasal pillows, tubing and console maintenance ). They are timely when shipping supplies and communicating affective My with my provider and the insurance carrier. I recently experienced a delay with response from my medical provider due to incorrect coding on the referral forms and their customer service team pro-actively contacted me, kept me in the loop and communicated affectively with my medical office to resolve the issue timely and effectively , all without me ever to have to pick up the phone. Bravo SleepQuest team! I have tried many other Sleep Apnea Providers over the last 15 years since diagnosis and SleepQuest by far exceeds all expectations. read more

They don't answer the phone, no matter which extension you call or how long you wait on the phone. I actually suspect that the higher-ups don't know or don't want to know how poor the customer care is. read more

I received a referral from my primary care physician to SleepQuest several months ago. Trying to get an appointment - or even a RESPONSE from SleepQuest - is nearly impossible. It's like dealing with a government agency in a third world country. I have left many, many voicemails. NONE of which have been returned. Via email, I was told I needed to submit the results of my prior sleep study. I did, both via their secure portal, and via email directly. Yet there has been ZERO response. Not "we got it, we're all set, we'll let you know when we can set up an appointment." Nothing. Weeks go by. And nothing. I have to wonder if this company is a Medicare scam or something. It clearly is not functioning like any business I've ever dealt with. I'm going back to my primary care physician for a referral someplace else. read more

Sleepquest really does a poor job managing your care journey. I have a BPAP from them and it is broken. I can't get a person from Sleepquest on the phone to help me get it fixed. However, they do want to sell me more consumables for a device that doesn't work. read more

Full disclosure that I'm a physician, and I have referred some patients to SleepQuest in the past. So it was helpful for me to see what their experience was like myself as a patient. I went to sleep quest for a home-based sleep study and for CPAP fitting. They were very efficient and professional with scheduling, picking up and returning the equipment for the sleep study was easy. My study results were equivocal, but my own physician recommended I try CPAP to see if it would help. So I set up a follow up to get fitted. My appointment with Gladys, the respiratory therapist, went well, she was excellent at walking me through set up. The cost of the machine was around $800, of which my insurance would cover 50%. I voiced my concern about the high price. Gladys assured me that SleepQuest has a rental program to allow patients to pay for the device in installments, which brings the cost closer to $45/month, and further explained that if the device doesn't work out, you can return the device and not be charged the full amount. With this reassurance, I took the device home. I tried it for about a week and found it intolerable (as many patients unfortunately do) and not that helpful, so I made an appointment to return the machine. That's when SleepQuest really let me down and when I got concerned about their misleading billing practices. On returning the machine, I learned that I would, indeed, be responsible for nearly the whole cost of the device, slightly more than $400, despite only using it for about a month and a half and returning the whole device. In other words, their "rental" proposal was extremely misleading. I called the billing department and expressed my concern that their staff is not explaining the cost of their device accurately and requested a refund. They refunded me one month of the cost, about $45, but none of the rest. My advice for those who go to SleepQuest, be very careful to clarify the cost of their services before you proceed. Their front office staff is inadequately trained, their printed materials are confusing and misleading, and their dedication to patient satisfaction and customer support is disappointing. I will not be referring any more patients to SleepQuest. read more

I believe this business is basically an overbilling scam operation. I've been ripped off by them for far too long and wish I had discovered what these supplies SHOULD cost years ago. They take advantage of the fact that most people thrown into their system don't really know much about CPAPs, cost, etc. and get you into an ongoing relationship, which you can't even cancel online (or even stop autopayment.) Exactly the kind of predatory business that doesn't deserve to be in business. read more

Constantly bothering me to buy more supplies that I don't yet need. Suggesting part numbers to me. No visual way to order. Staff not knowledgeable about how the parts work, and if I describe the parts, they can't confirm what I am asking about. They just go back to their computer generated script. read more

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. read more

Good service. Fernanda is very responsive and helpful.

Outrageous that this place has 4-star yelp review. I've only been at the place twice and they have managed to commit frustrating blunders thrice. Not the three-for-two deals you'd seek. First, my first visit to SleepQuest. They could not program my sleep study machine to two nights instead of one. I was not confident that I would be able to sleep normally my first night with an unfamiliar object attached to me. I eventually winded up doing another sleep study that yielded different results so thanks for the additional cost I had to incur. Two, I visit SleepQuest a second time. they messed up the characteristics of the initial product diagnosed for me and was about to charge a ridiculous amount for my APAP machine. At least they fixed this issue but still ended up wasting quite some time just waiting. But wait - there's more. The receptionist corrects the pricing info the guy setting my APAP machine provided me so I realize that my decision-making to go with a certain APAP machine was based on the wrong information. Luckily, I would have still wounded up making the same decision but how that appointment went did not quite instill trust. Three, a bill comes through the mail. They double charge me for my appointment and nasal masks and forget that I was on a monthly installment plan and charge me the full amount of the APAP machine three weeks later. To all the 3+ reviews given here: Make sure you review the details of your transaction and business with SleepQuest. You may find you have been misinformed or taken advantage of. Clarity, succinctness, attentiveness DOES NOT EQUAL accurate service. read more

This place is terrible. You'd think a place with real breathing customer service reps would actually service customers. This place is like going into the DMV of Sleep Apnea store. I recommend using Apria Heathcare: they actually answer their phones and send you CPAP supplies promptly. read more

SleepQuest is only good when you don't really need them! My machine broke and I was leaving town and needed a replacement. The company doesn't realize or care about the sense of urgency a client feels. I have switched to a different provider that seems to be much more responsive and caring. read more

From beginning to end, every person I encountered seemed checked out, uninformed, and was unresponsive when needed. The take home sleep study equipment malfunctioned and woke me up 3 times in the middle of the night with alerts. I informed the office when I brought it back in and she said not to worry about it. I scored the lowest possible rating and, of course, they still recommended I purchase a CPAP machine from them. They advised me to pick it up at their Alameda office, which isn't listed anywhere online. I had to dig to get an address and phone number, and finally was able to pick it up. Joan, the technician, went through the briefing routine and when I had questions, she cut me off and answered impatiently. After getting the machine, the discomfort of wearing it was waking me up much more than before. I gave feedback via email to Joan and let her know I'd like to return it. She said to drop it off, so I went over and she wasn't there. I left it with a woman at the front desk who seemed confused and not sure what to do. I emailed Joan to confirm she got it and she didn't reply. So I emailed again and finally got a "Yes, I received it." 5 days after I returned it. I'm now getting about 2 invoices a week for lots of small line-item charges and Samantha, the billing manager, isn't replying to any of my emails or calls to discuss them. Sleepquest appears to have zero care for their customers' experience. read more

Able to be seen 5 min earlier than my appointment. Easily accessible by 22 Fillmore and 38 Geary bus lines as well as a Ford GoBike station next to the Safeway parking lot. Elevator was strangely warm due to being located out front of the building in the sun which is the only reason i didn't give 5 stars. Once on the second floor, keep going down the curving hallway to the left and the office is located next to a physical therapist. Service was prompt, attentive, knowledgeable and helpful. read more

First if all, I was happy that we were able to have an in person appointment to get the mask! I had experienced with another company where they only do mail in trials and all I can was it was a mess especially if this is your first time using this devices. But the best thing about this place, was the wonderful service we received from one of their sleep care specialist, Gladys! Her demeanor was kind and thoughtful which made it easier for me to ask questions and feel less intimidated by the use of cpap device. I thought that she was quite knowledgeable about the different devices and was thorough in explaining how things work. Thank you, Gladys! So, look for this specialist for your next appointment at this location. read more

The staff is very nice people. The gentleman who I had the appointment with was patient and helpful. I'm glad that even after I actually decided to change the type of machinery, they still had it available right there and then. My suggestion is to look at all the options they have available on display ( a good machinery was not on display, but after asking I was shown - and actually ended up choosing the "hidden" one ). Ask questions, and then you'll be satisfied. read more

I had a terrible experience with them, it has creepy service, it didn't send January and February payments to the client first, then sent March, April, May, June, July and August payments to client and the insurance, after 10 months, I thought that client and insurance paid 10 payments to them already, then I got two months bill, I called them they told me that my insurance didn't pay them for July and Aug. After many call between insurance and them, just found out that they didn't send payments in time sequence. It caused me to pay extra two months payments. terrible terrible experience! read more

Sleepquest has THE WORST customer service. They do not answer when you call and they do not return your calls. They do know how to call you if they want you to make a payment, but that is basically it. They appear to be in business to rip off your insurance company and they don't care at all about their customers. I strongly recommend against using them if you can avoid it. read more

This was my first visit to Sleep Quest and I was impressed with the service I received. There was only one receptionist and there were patients ahead of me and she kept her cool. She knows her job and was very pleasant to work with. Her explanation of the product was clear and concise. read more

I had a take home sleep tracking test to verify sleep apnea. The staff was very helpful staff explaining how the device was supposed to work. I had some challenges using the device because I found it pretty invasive but that is definitely not SleepQuest's problem per se. I am giving a 3 star rating because - one star because the co-pay that I got at home was definitely higher what I expected, especially given that I asked multiple times if my insurance was covering the test - one star because I have been trying to pay their bill online at https://www.sleepquest.com/patients/payment-portal/ but the one time payment is 404ing. After writing in their support I got a response that it should be fixed, so I retried and it's still 404ing, which is really lame in this day and age read more

The follow up, prompted in part by the original Yelp review, has been excellent. I finally received a call back from "Jan" in the San Carlos, CA office. She was wonderful: responsive and apologetic for 'death by voicemail'. She also followed up to inform me the supplies were being shipped. I received those supplies yesterday. This morning, I also received a follow up call from the SleepQuest President & COO, who wanted to confirm I'd received the supplies and ensure me they take such feedback seriously & will fix the customer response/service problems; then he gave me his direct phone number. I'm positively impressed by the response. While it's frustrating that it took a terrible review to receive good customer service, I think SleepQuest is sincere in their commitment to improve, and look forward to better experiences in the future. read more

Sorry in advance for the long post: About 3 years ago my major-university-sleep- clinic recommended Sleep Quest for my supplies. I called about four times, left messages, and never got a return call. About two years ago, again my sleep clinician recommended them and told me to call them in a few weeks to make sure they got, and are processing, the order. I called about 3 times, left a message with my request that they call me back to say whether they got the order. No one returned my calls. About one or two months later after several more calls I finally got a person to answer the phone. She was rude and snippy saying yes they got the order a month or so ago but the fax malfunctioned so they didn't get the full order! Had they called me or my doctor to report this? No they did not! Even though I had left numerous calls with my phone number. Doctor re-faxed. I heard nothing. I called and left messages to see if they got it. No return calls. Finally I left a message that I was calling my sleep clinic to report their lack of professionalism. Which I did. And man oh man, did I start getting call backs from these people. Too little too late. I stayed with Kadance which, while not perfect ,at least responds and tries to fix any mix-ups. By the way, a friend of mine had a bad experience with Sleep Quest too. read more

SleepQuest is a breath of fresh air. I Was a Client at a competidor for my Medical needs, to the point that it became unbearable, specifically due to lack of customer care and professionalism. Fortunately I found SleepQuest, whom has completely show by actions what great care really is. Thanks for the high level of professionalism, care and kindness demonstrated while handling my needs. read more