I had quite a few issues with the patient billing department at Sleep Quest. Upon receiving my equipment, I received frequent notices to purchase more equipment from them. I ignored them until I needed to change my masks. I requested new masks and then was asked to return my uopenend masks even though I had already paid for them. After a week they started billing me from the unopenend masks and I subsequrently returned them immediately. The office was in San Carlos where I live but they would not let my return them in person and insisted I pay fees to return them for shipping what was about 3 miles distance from my home. The equipment still did not work well so I requested to return the entire sleep aid equipment. I tried to again return the equipment but the customer service agent would not return my call and this resulted in more charges for keeping the equipment. On top of these unfair charges I was asked again, not to pay $20 to return the equipment to an office that was only 3 miles away. Thru out the ordeal the customer service team was not helpful and would not return my emails in a timely manner. I recommend instead of renting your equipment from SleepQuest to rent from Advanced Sleep Medicine Services, Apnix Sleep Diagnostics, and Fusion Sleep. read more

Answer the phone! Put on hold with music for 5 minutes at a time and at the end you get a message to leave a message. Leave a message so that they can call back at their convenience not the customer's. read more

I have been using a CPAP machine for the past year and a half. Initially I had no problems getting the accessories as they remind you when you are eligible, at that time I had an excellent service rep. Subsequently I am now on the second replacement cycle (the first one they never filled) and now they say I don't have a prescription. Unresponsive company with no customer service. Avoid them if possible! read more

Ordered supplies 2 months ago and they still havent processed the order. Received invoices for orders I did not place. They lost the sleep study my doctor sent. They are awful, just the worst. Horrible at their jobs on every level. They dont care about their customers' health AT ALL. They are OK with putting their patients at risk for health problems by not handling orders in a timely fashion. read more

sleepquest customer service has become a complete joke- if you want to be completely frustrated then use them- get use to AI bots and no return phone calls- they are terrible!!! read more

Not exactly sure what happened to SleepQuest, but their Patient Account / Billing Department is BAD. You cannot even understand them and they in turn cannot understand plain English. You have to repeat yourself so many time. Documents are sent to them and it gets lost. Unfortunately, if SleepQuest sticks with whatever outsourced company they are currently are using, they will lose more and more customers/patients. 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. UPDATE: After I complained to Sleepquest about their service, someone by the name of Melissa Anderson, a person who, for reasons I cannot begin to imagine, has been given the title of Director of Patient Care (which is kinda like Jeffrey Dahmer being given the title Director of Food Services) CANCELLED ME. Didn't call to ask what the problem was, didn't apologize for my experiences, didn't offer to help me get my needs met--she told me I was no longer a customer and then blocked my phone number! And I'd been a customer of theirs for at least 6 years. Imagine the treatment YOU'RE going to get as a brand new customer. read more

After more then ten years using sleepquest for my cpap supplies, I hive up. Sleepquest customer service has tanked. First trying to get a hold of them to correct a mistake in the online order form, I was unable to talk to a live person. Called the reorder number on website, got put in que for next person to be served, after three times it puts you in the voicemail. Left messages twice with correct contact number. Got call messages on old landline number, I have told them multiple times in the past that that number is no longer valid. Wife answered call on ooma which hosts our old number and spoke with Kaylee, she kept telling me the number I was leaving messages on was not the reorder number, I kept telling her their website clearly states what the reorder number is. When I explained what I needed, she just kept referring to the reorder number she gave me, which is no where on their website. Not taking an order, not correcting my phone number, not correcting my online order, not even correcting their website, But telling me I needed to call that other number before they would do anything ????? I am done with sleepquest. They no longer have the customer service as a goal. They no longer offer enough value for the hassle. read more

Make that Zero stars. The billing communication is the worst I've seen from any company, anywhere! I've tried to explain my needs and frustrations, but they won't even listen to them in order to improve, and to prevent me from writing this review and going elsewhere for CPAP equipment! They call me to solicit reorders, but expect me to provide all my personal security information to them when they can't prove who's calling me in the first place (just how phishing scams would operate). When you do place an order with them, they don't provide you with an detailed order/receipt showing you line items with quantity and price. Then, they drip feed you with the invoices, but don't explain what each invoice is for, nor what you owe versus what Insurance has paid (if any). I don't know how to reconcile this with the order since the order didn't have prices listed either!! Then, to resolve this, you have to chase down their Patient Account Specialist (Name beginning with Ro... Ma...), and if you leave 4-5 messages on her phone line (that never gets answered), you might finally get a call back and get weirdly worded answers that are in "insurance" or "accounting" or "Sleepquest Systems" speak...none of which might make sense to you. You should avoid ordering from this company unless you are OK with trusting and blindly paying their invoices. I've spent hours trying to figure it all out and work with them to improve...all to a deaf ear. Definitely NEVER choose their AutoPay option, or you'll lose all control of your spending. That said, Jennifer is a shining star there, super helpful. Not sure why she's working there at such a terrible company. Maybe she's being paid triple of all the others there...that would be fair. read more

I have been with Sleepquest for two years. They are a good option for new clients, but once you're signed up, many problems arise. During my time with the company, I have faced numerous issues, yet I have remained a customer. For example, there was a time when I went out of the country and specifically instructed them not to deliver my supplies until my return. However, they proceeded with the delivery anyway, and when I came back, the box was soaked and had been left in my yard for over a week. On another occasion, they sent me the wrong size, and I had to wait more than a week for the replacement. There was also a time when my cushion ripped. I requested a replacement to be sent while I waited for the supplies, which were expected to arrive in about two weeks. They refused to send a replacement and told me I would need to purchase one out of my own pocket. This year, I changed my insurance and provided them with the new information. After waiting a month, they still held my supplies, making me feel like a ping-pong ball being passed from one department to another. Eventually, I called and spoke to a customer service agent to try to resolve the issue. I'm tired, so I emailed them not to proceed with my order since it's been on hold. I'm moving to another company. Best of luck to all new clients! read more

This place used to be the BEST and now is the WORST!!! I was having issues with my insurance filing a mask rx and they told me to come in for a "Clinical mask" which was USED! You heard me, they gave me a used mask and told me it had been sanitized. The plastic had cracks in it!!! OMG! Then a few days later they called to ask me how the mask was working. I said it's not, it creeped me out so bad I disposed of it. I went to Stanford today for a mask fitting and told the tech. He said I was the second person that told him the same story about Sleep Quest. SERIOUSLY?! That is just wrong on every level. Bad without Covid, with Covid, it's criminal. Clinical masks are given to them by the vendors. Had I known that they were dispensing a used mask, I would have saved myself the trip. Stanford let me keep my mask which was NEW FROM THE CLINICAL PACKAGE. I've heard of saving money, but for you...it's all about losing customers. I won't be back. BYE SleepQuest. Nighty-Nite in my new mask from Stanford. They also know how to work with the insurance companies. No issue there. read more

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I've called 7 times this week to place an order. I got through twice and both times my call was dropped and I received no callback. I followed up with an email to make sure they got my order right and they did not-- they added 2 expensive items I did not ask for. I would find another supplier. read more

Sleep Quest is a rip off. They just keep billing you and billing you and billing you for items you never received. Then when you call them, you talk to somebody that could barely speak English. It's very frustrating. Better Business Bureau will be my next stop. read more

Please DO NOT sign any agreement with them!! It's been over a month, they are still charging me!! Signing the credit card authorization to them allow they to charge whatever they want without any explanation!! I try to create account online to find out the charges, unfortunately I was unsuccessful!!! I had inform them that I need an email confirmation that they will no longer charging me and I will call my credit card company to stop any payment to them!! What a rip off!!! read more

Totally dissatisfied with Sleepquest, both historically and at the present time. When I purchased my cpap from them 5 years ago, the technician never told me that the water chamber needed to be emptied, dried and refilled daily. In fact...the opposite...I was told it only needed to be refilled when emptied, and for herself, it took 2-3 days to use all the water up. Never any discussion about the need to dry the nasal pillows and tubing on a daily basis as well, and that disinfecting only needed to be done weekly. I recently found out from my sleep doctor and my new pulmonologist that disinfecting and drying needed to be done DAILY! For ALL parts. Bacteria growth and serious illness could result if this didn't happen. When I ordered supplies recently, they took 2 WEEKS to arrive! I was told by the person I spoke with about the frequency of which parts should be changed out...2 weeks for this, weekly for that, every 3 months for something else. I asked for an information sheet to be sent with those intervals. Yes, she said she'd do that. I received nothing. The final straw was that I filled out a complaint form on the Sleepquest website, detailing the shipping delay and no info on the intervals of swapping equipment out. It's been a week. Have I heard anything? NO. read more

After my machine malfunctioned (heating element failure), I was told that it would take 2-3 weeks to process the re-order. I was dumbfounded, especially when I learned that just responding to the RX fax would take 48 hours. But then a miracle happened. A Patient Relations supervisor named Samantha intervened, and the staff (including Carolyn, Karen, Emily & Annie) moved heaven and earth to get it out by the end of the day and it was delivered the next day. So rather than many more sleepless nights, I only had to endure one. My far-fetched dream came true! read more

Had a great experience with this company. Was able to get my insurance & doctor prescription setup with them easily. I needed to get supplies ASAP; discovered that my mask was being discontinued by ResMed. I was able to setup an appointment with them to go in & try on two masks. I was able to choose the one right for me & I got some tips on my Cpap machine. The person I worked (Sharon) with was very nice & knowledgeable. read more

I just picked up my CPAP at the store so I could be fitted there. It was an excellent experience. James expertly walked me through every aspect of using the machine as well as maintenance. He patientely allowed me to test several things and practice using the mask/machine until I felt comfortable with the process. read more

UPDATE 04/20/23: Received phone call from Sleepquest today, exactly 30 days after my initial inquiry with them, to schedule an appointment to pick up a CPAP device. I've been working with CPAP Services in San Jose, which have been very helpful and professional. Already picked the device, had the mask fitting, and everything else done with CPAP Services well over two weeks ago. First time I heard from Sleepquest since 3/24. ORIGINAL REVIEW 03/24/23: Stanford Sleep Medicine lists SleepQuest as one of their DME options. I've been trying to work with SleepQuest, but nobody bothers returning emails of phone calls. I was able to talk to a person once, who was dismissive and told me that someone will contact me at some point in the future. No timeline, commintment, or any idea as to when "someone will contact me." Absolutely no customer service or care, from a company which is in the patient care business. read more

They get a 1 because there is no zero. Stay away from this place! Their bureaucracy laden process is so slow you might die before you get a CPAP from them. And, they couldn't care less! read more

A shout out to Jennifer DelCastillo for her excellent customer service and kindness she extended towards me as we sorted out my billing issues. She is a gem and I felt truly concerned with helping me get resolution on my outstanding bills. SleepQuest, you are fortunate to have Jennifer in your ranks. She definitely boosts my opinion and satisfaction with your company. read more

Very, very slow and not well organized intake and test scheduling. It's been 2 months and I have had to write a 3rd email asking what is going on. Not sure they deserve more than 1 star since I haven't even been able to get scheduled! read more

This Sleepquest location has to be the most difficult to deal with. The website is not easy to navigate. Last time I tried to just order a cushion for my mask they made it not possible. I would have to order everything to do with the mask even though I don't need it. The only way around this would be to call every time I need cushions. Seems pretty shady to me. I've been using my cpap for 11 years and it's always been frustrating to know I need to order parts because I know what's ahead of me. Paying an invoice online is also frustrating. Whenever I try to pay, all my payments are declined yet once I log off I have emails saying payment received??? WTF??? This place is nothing but a headache. I'd steer clear of this place at all cost!!! read more

Deserves 0 stars. Just trying to order CPAP replacement supplies. So far it's been over 3 weeks and the order still has not shipped. No clue what is the problem. I have called 4 times and I've been told each time that the issue has been escalated to an "account manager" who will look into the matter and get back to me with a response. No one has called me, no emails, no information , no follow up whatsoever. Need to find another supplier who cares about their customers. read more

This was my experience with the Los Gatos location, which is merging with San Carlos office. I was running out of CPAP supplies and I wanted to order them on the last day I had employer-sponsored insurance coverage. I made this situation clear to Sleepquest, which assured me they would process my supplies that same day so I could use my insurance. Unfortunately, that didn't happen and it actually took them several days to process the supplies. So I end up getting a big bill for the supplies. One of their employees- Amber M - then proceeds to blame me for not knowing that it was to place the supplies order several days before insurance coverage expired. Overall, left me with a bad taste in the mouth. P.S. this is my third time posting this review and it seems Sleepquest somehow manages to get it deleted every time. read more

I wanted to thank Jennifer Del Castillo, Senior Biller at SleepQuest, for her excellent support on a billing issue that I had. It is sometimes (usually) very frustrating to engage with Billing departments, where the representative has a bad attitude even before the details of the case are discussed. In the case of Jennifer it was always quite the opposite. It was a pleasure to speak to her and go over the issues, knowing that on the other side of the phone there was somebody that truly cared and sincerely wanted to help. Most importantly, she was able to effectively solve my billing issue. SleepQuest is lucky to have her on board! Thanks again Jennifer. read more

These people are really extremely cruel and mediocre at acknowledging patients lives matter preferring instead to exploitatively use the time patients have to thwart access to CPAP devices by entering incorrect information for insurance, delaying the arrival of machines from the manufacturer, and not contacting the doctor for essential information. They love making a circus out of patient's lives in a cruel, calculating way with errors and deceptive behavior, and I believe they are the very worst healthcare entity of all that I have needed help from. Stay away. read more

If you like getting constant nagging emails and phone calls to order supplies, this is the perfect place for you. They will even have a robo-call that never has a human, just tell your to call them to order. It is over the top. Their initial setup stuff was fine, no rocket science to any of it but once you are in their system they just hammer and hammer and hammer for you to order stuff. Weekly messages, phone calls ... too much. read more

So far I think this place mostly just sucks. My wife was fitted with a CPAP machine at this San Carlos location about three weeks ago. She has struggled to adjust to using this device in part because the nasal pillows cause her extreme irritation. We have been trying since late last week to contact someone at this office with no result. They do not respond to emails, messages left on their direct lines or messages left at the office number. This is not the level of service we expect of a medical device provider. read more

Wow, Sleepquest has really gone down hill since my initial review. They sent me email to re-order supplies. I did not respond promptly. Now, it is 10am on a Monday. I click on the link in the email. It says: "SleepQuest cannot automatically reorder your supplies at this time. ... If you have any questions, please call 1-877-361-7378". I call that number. It keeps me listening to a recorded "... be with you shortly" message for almost 8 minutes and then tells me to call back during business hours and hangs up. What? At that point, I call the general number. I get a recording to leave a message. Does anybody actually work there anymore ? While my experience of nearly a decade ago was positive, this is no longer the kind of company that I want to do business with. read more

I used Redwood City SleepQuest in 2018 for fitting and purchasing 3 CPAP machines with several different specialists. I am very dissatisfied with my entire CPAP equipment fitting process spanning several years. The expert at SleepQuest did not help with providing even most basic information. I was goaded into buying an extra portable CPAP machine that did not significantly improve the problems I was having with my therapy. Finally they sent me a bill long after I stopped using them for equipment and service that I did not order and receive. This piece of machine is very intrusive and complicated for a new user. I got conflicting instructions, for example, to tape my mouth shut to prevent myself from biting the mask, and then many many months later being offered a chin strap. I wore this machine experiencing leaks and very dry mouth every few days for a year and half before a doctor at Stanford sleep clinic made significant adjustment to the straps on my mask that instantly made everything much better. Why couldn't an expert SleepQuest technician who work on CPAPs make that same adjustment much earlier ? Sure, a smarter person than myself might be able to figure it all out more quickly. But medical treatment shouldn't be an IQ test for the patient! I was clearly struggling and they could see all my data transmitted to them over the cellular connection from my machine. But I got no useful help from SleepQuest. There were of course other issues. Masks are not made to fit the proportions of my Asian face. This probably made it difficult for these SleepQuest experts to do anything. But after 4 years of attempts, I actually find that I can use this machine, all it took was several very simple (but important) adjustment to the mask, straps, tubes, and machine settings. I found all of these answers on Google and from repeated seeing the prescribing hospital's doctors. But I never received useful service from SleepQuest. They do remind me to order stuff, but that's really just solicitation of business and provide zero information to improve my therapy. Late 2019, SleepQuest suddenly began sent me bills every month demanding money for equipment they provided me in 2018. This barrage of mailer and frequent weekend calls by a robot eventually drove me to pay this bill. However, I am with the strongest believe that they actually made this bill up in 2019. When I did use their service, my visits were always followed by my handing them my HSA card to pay. I was made more than eager to spend this money as it was pre-tax money. I even bought a portable CPAP from SleepQuest at full price out of pocket at the urging of one of their experts. I cannot imagine my refusing to pay any bill in 2018 if they had asked me then. I am very upset with this company. I feel they have not provided expert service that I should be able to receive. I hope you will experience better treatment. But if you don't feel confident coming out of first visit and still feel confused after a second visit, definitely ask your doctor for referral to other DME's. There's absolutely no downside to moving on to someone who can get the help to you, in fewer than my 4 years. read more

I am writing this Yelp review and sending a modified version to certain employees at Sleepquest because I no longer trust Sleepquest with its ordering process. I no longer trust Sleepquest because they have again only reordered my supplies after many emails and phone calls with them, instead of straightforwardly through their online system. Again I had to email multiple Sleepquest employees (Mrs. Ringenhofer, Mrs. Sabour, Mrs. Zimmerman, and now Mrs. Perry) in the hope that Sleepquest would fix their problem. I reordered CPAP supplies on December 7, 2018. I received a confirmation email from a Mrs. Perry that Sleepquest would ship those orders. I had not received these orders, nor had I received any follow-up emails or phone messages about my order, until I followed up on December 18, 2018. * I left multiple messages, and an email, with multiple Sleepquest employees. I had a set of unfortunate conversations with Mrs. Sabour. * You must call Mrs. Sabour after 4 PM since otherwise, she works away from her office. * Sleepquest did not ship my order because they did not have some masks and tubing. Presumably, they resolved my issue because I made an effort to follow up today by phone and email. * Mrs. Perry, the Sleepquest employee who formally handles my CPAP resupplies, did not mention these details to me. She neither replied to my phone calls or email messages. * Mrs. Sabour mentions that Mrs. Perry works from home (outside an office) and that no one at Sleepquest ensures that she does her job. I do not mind these delays. I very much take issue with the following. No one proactively notified me that Sleepquest delayed my resupply, or gave a reason why they delayed it. I would not have received a resupply unless I had called back. Finally, Sleepquest employees such as Mrs. Sabour provided information or a tracking number only because I got them on the phone, instead of calling or emailing me back immediately. From our conversation at 410 PM on December 18, Mrs. Sabour implies that it is now company policy to do the following. * If Mrs. Perry formally handles your CPAP reorders, you may not rely on her since she works from home. She does not pick up her phone calls. * Instead of re-ordering supplies online, call Mrs. Sabour right after 4 PM. * Finish the phone call only after you have received a verified tracking number from Mrs. Sabour. I hope they fix their problems. Until they do, I suggest calling Mrs. Sabour or another Sleepquest employee, and to not finish the conversation until you receive a verified tracking number on your CPAP supplies. read more

very marginal technology with no results but people trying to push product and services. would not recommend it. read more

BUYER BEWARE!!! Terrible experience with this company. My husband was unhappy with his cpap machine and contacted the office to return the equipment. The company gave him the run around for 2 months, all the while continuing to bill us monthly. He was led to believe that he would be getting a refund for the amount we paid toward the machine so he shipped it back out of pocket. Once they received the machine they continued to send us the same bill with nothing reduced. When we called to complain the customer service rep said we were renting the machine so we don't get any money back. Basically you are making payments to purchase the machine because after how ever many months you own the machine. BUT they call it a rental as a loophole to keep you from getting any money back. Total scam and very dishonest business practice. The folks my husband spoke to led him to believe one thing and then did something different. At the very least they should not charge us for the months it took to tell him where to send back the equipment but they didn't even do that. Also as a side note, we were seeing Dr. Kram at CA centers for sleep disorders and I'm pretty sure these two companies have a racket going on between them. Dr. Kram just ordered the machine through sleepquest even though my insurance had better options and when I asked if the companies were affiliated I got vague answers from both the doctor's assistant and the rep from sleepquest. Do you research with you insurance company before blindly letting the doctor make the choice for you. I should have listened to my gut. read more

Very disappointing. First of all, the wait to receive a cpap machine was months long. By the time I finally received it, I was nearing the time when insurance coverage would end. They tried to stick me with the bill for additional payments after telling me that if I returned the machine (which I did) I would be "off the hook". Their business practices, their customer service, and their time for filling the order were all very sub-standard. I cannot recommend this company at all. read more

I really enjoy the service here. They receive the information from the Dr and they made sure everything got correctly . Great service! read more

I had a malfunctioning machine. Getting someone to return my call was nearly impossible. Once I did they had no sense of urgency for the situation. I have switched to another provider that is more caring. read more

I have had several issues with the billing people at Sleepquest. I have received bills a few times for things shipped 6 months or more previously. Attempts to contact the billing person are met with so much delay it seems like deliberate stonewalling. I have left as many as 6 voicemails ( when the answering machine was even working ) prior to any response. The billIngs are so far in time after any delivery of product or service that is absurd. Why does it take you 6 to 9 months to bill for something? Why is it my problem when your billing department is deficient or defective or incompetent ? I have never done business with anyone else who did business in this bizarre fashion. Clearly abuse of your customers is more important than correcting problems with your accounting and billing. Avoid these people whenever possible. read more

Amber Moeckel helped me tremendously. I moved and thus was missing my mask and she helped me navigate the process. She was wonderful, called me back right away and answered every question I had, and believe me I had a lot of them. Top notch customer service! I thank you as well as my girlfiend thanks you for the end of our restless nights. read more

I was diagnosed with severe sleep apnea by the Stanford Sleep Center in Redwood City in October, 2017. They referred me to SleepQuest in San Carlos for my CPAP. SleepQuest arranged for me to drop by as soon as my insurance company confirmed the coverage. Andy Vu was the Sleep Care Specialist fitting me for the optimal CPAP machine, which actually is an APAP.("automated positive airway pressure"). The CPAP only provides one constant pressure, while APAP has the added feature of providing a range of air pressure to meet the patient's particular changing breathing needs throughout the night. I have been really happy with my APAP. Andy answered all my questions, is very professional and courteous, and is very knowledgeable about all matters relating to CPAPs, APAPs, and similar sleep masks. He even monitors the data sent from my ResMed APAP machine, which is uploaded to the cloud daily, and helped resolve a couple issues I had in the first week. read more