Complaints

This profile includes complaints for Clinical Sleep Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clinical Sleep Solutions

  103 805 W Broadway Vancouver, BC V5Z 1K1

• 

  Clinical Sleep Solutions

  115 5050 Kingsway Burnaby, BC V5H 4V7

• 

  Clinical Sleep Solutions

  106 5682 Wharf Ave Sechelt, BC V0N 3A0

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  Clinical Sleep Solutions

  350 138 13 St E North Vancouver, BC V7L 0E5

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  Clinical Sleep Solutions

  180 7031 Westminster Hwy Richmond, BC V6X 1A3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just to clarify, this establishment doesn't strictly operate as a healthcare provider. While they do retail CPAP equipment including parts and accessories, the sale of such products and associated services isn't governed by provincial regulations applicable to CPAP equipment and its components. Only the diagnostic procedures and related protocols fall within a limited scope of provincial legislation.Despite being a customer for over two decades, the company failed to fulfill their commitment to provide complimentary CPAP replacement filters every six months, as part of their checkup offer for machines purchased at their clinic.Considering I possess two CPAP machines, I'm entitled to receive two replacement filters every six months, totaling four per year. Despite my repeated attempts to contact the office, either the staff hangs up on me or the only option provided is to leave a voicemail, which unfortunately never results in a callback.

  Business Response

  Date: 16/05/2024

  Dear ******,
  
  Thank you for sharing your concerns. We appreciate your feedback and want to ensure we address your issues thoroughly and respectfully.
  
  Regarding the provision of CPAP replacement filters, there seems to have been a misunderstanding. While we do offer filters to some patients as a gesture of goodwill, this is not a universal policy nor mandated by provincial regulations. We apologize for any confusion this may have caused and will work to communicate our policies more clearly in the future.
  
  We understand you experienced difficulties in reaching our clinic. It appears there was some confusion with the clinic location you were contacting. We have clarified this with you directly and have taken steps to improve our call handling procedures to ensure better accessibility.
  
  We are sorry for any frustration caused by the lack of response to your voicemails. We have reinforced our communication protocols to ensure all patient inquiries are promptly addressed.
  
  Moving forward, we have implemented reminders for regular filter mailings and provided additional training to our staff to enhance our service. We value your feedback and are committed to making improvements based on it.
  
  Thank you for your understanding and for being a long-standing patient. We are dedicated to providing you with the best possible care.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 21642745
  
  I am rejecting this response because:

  Hi
  
  My response is that the business is failing to treat me as a valued long
  time customer by remaining silent and avoiding me on the various issues
  I have outlined regarding an outstanding issue with the product (medical
  device).
  
  One of the employees stated she delegated my concerns to a co-worker,
  but that co-worker has failed to reach out to me. She also stated the
  Office Manager didn't want to speak or discuss the issue with me
  directly or in person because she was too intimidated.
  
  I suspect I have been "blacklisted" by Clinical Sleep Solutions since
  changing ownership, and the previous response is basically just a way
  for them to "safeguard their interests" or, in ******** terms, cover
  their ***.
  
  I do not believe their claim that there was a system issue preventing
  them from contacting me regarding the **** filters I am entitled to,
  especially since I contacted them using the general email.
  
  The main point of contact, ***, said they are busy and asked me to be
  patient. I responded that I can't be patient because the delegated
  co-worker didn't have the professionalism to reach out to me as a
  courtesy.  I believe that is just a stalling tactic. The warranty on the
  device is limited and the manufacturer won't deal with me, the consumer.
  
  The main issue at the moment is that my medical device does not appear
  to be updating as designed. All the clinic did was say to drop it off,
  but it's not as simple as that.
  
  I have made the following requests for Clinical Sleep Solutions to
  address. They are as follows:
  
  1. Did Resmed say why or give possible reasons why it wasn't updated
  ***? If not, please kindly ask their help desk or technical support.
  
  2. Like I mentioned before, others in ****** seem to be  experiencing
  the same issue so I am suspecting the *** update isn't working correctly
  or at all in ****** and it's a systemic problem.
  
  3. Sending the device to Resmed will only result in them installing the
  update manually which the sleep clinic can do if authorized and if you
  have the software. It doesn't resolve the systematic issue. If they
  replace the unit there's risk it might have unusual pitch or noise which
  I'm incredibly sensitive too. Plus, parts may be refurbished instead of
  new.
  
  4. Furthermore, I also suspect the manual RMA software update might end
  when the warranty runs out. I hope you can see where I'm going with this
  in January 2025.
  
  5. The top of the 11 where the light sensor is gets noticeably warm when
  in idle/standby mode 90F or 32C, ambient room temperature is below 70
  F or 19C.
  
  6. What's the turnaround time for the **** I remember years ago you
  swapped the 10 for me due to noise issues. Although you couldn't hear
  it, I could and the swap was the fix that's why I was thinking it would
  be the same process today.
  
  7. Additionally, what do they need for the **** The entire unit
  including dehumidifier or just the main unit without accessories.
  
  8. I'll get back to you next week requesting an update if I don't hear
  from you by mid week.
  
  ******
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 25/06/2024

  To Whom It May ***************************** Response to BBB Complaint #******** by ***********************;

  We are writing in response to the complaint lodged by ***************************. We would like to address his claims and provide evidence that Clinical Sleep Solutions has been consistent and diligent in responding to his queries and concerns. ****************** assertion that he has been blacklisted or ignored by our staff is unfounded. 
  

  Summary of ***** Communications with ***************************: 

  May 24, 2024, 9:18 AM - RN responded to **************** initial inquiry regarding firmware updates on his AirSense 11. 
  May 24, 2024, 9:43 PM - ************** followed up with more detailed questions about the *** updates. 
  May 27, 2024, 8:00 AM - ************** provided a link showing the updates and requested further clarification. 
  May 31, 2024, 11:40 AM - RN informed ************** that his query had been forwarded to another colleague due to workload constraints. 
  May 31, 2024, 4:17 PM - ************** acknowledged the response but expressed concerns about being potentially blacklisted. 
  June 5, 2024, 4:44 PM - ************** expressed frustration over the lack of acknowledgment from another staff member and mentioned his intent to file a complaint with the BBB. 
  June 6, 2024, 7:21 AM - RN requested patience from **************, explaining the staffing situation and ongoing procedures. 
  June 6, 2024, 6:06 PM - ************** indicated his intent to proceed with the BBB complaint due to perceived inaction. 
  June 11, 2024, 10:42 AM RRT sent a detailed email response to **************** email address on file. Answered all technical questions, including answers directly from ResMed. 
  June 17, 2024, 8:00 AM - ************** expressed frustration about not receiving a response from ***************** and reiterated his dissatisfaction. 
  June 17, 2024, 9:14 AM - RN confirmed forwarding RRTs email to **************** other email address 
  June 18, 2024: ************** replied to RRT, continuing to express concerns and requesting the release of his devices from our system, and requested discontinuing service with us. 
  June 19, 2024: Management confirmed the release of ****************** devices from our AirView system and provided the necessary documentation. 
  
  Backend Team Collaboration: 

  May 30, 2024 - RN asked management for help and support due to current workload constraints. Management suggested inquiring about getting support from another team, pending confirmation. 
  June 3, 2024 - Management confirmed with the other team's manager that their part-time RRT, could provide support. RRT works Monday to Wednesday, three days a week. 
  June 7, 2024 - Management confirmed holding an interprofessional team meeting on June 10th to discuss support for RN. 
  June 10, 2024, 10:00 AM - An interprofessional meeting was held to discuss the details of **************** case, task delegation, and how to proceed with support. 
  June 11, 2024 - RRT reached out to the ResMed representative to inquire about the questions ************** had asked. 
  June 11, 2024 - RRT received answers from ResMed Canada's manager and forwarded the responses to **************. 

  Throughout our correspondence, our staff provided detailed responses, often consulting with ResMed representatives to ensure accurate and thorough answers to **************** technical queries. Below is a summary of the key points addressed: 
  Firmware Update Issues: We explained that the *** updates were rolling out regionally by ResMed. and has asked **************** for confirmation if his device had received the latest firmware. 
  Technical Concerns: Detailed explanations from ResMed were provided, addressing concerns about manual updates, device replacements, and potential issues related to the *** process. 
  Device Heating: ResMeds advice was communicated, ensuring **************** device was used safely and efficiently. 
  *** Process: The required steps and components for the *** were clearly outlined to **************. 

  Despite our efforts to address all his concerns, **************** responses were often dismissive and accusatory, indicating a broader dissatisfaction beyond the scope of the technical issues presented. 

  Additionally, **************** behavior towards our medical staff, including rude and insulting emails, has created a challenging environment for our team. After thorough discussions with our medical staff and management, and considering **************** repeated requests to escalate the matter externally, we collectively decided to honor his request to discontinue our services. 

  We believe that our communication record demonstrates our commitment to assisting ************** and refutes any claims of blacklisting or neglect. We have consistently engaged with him and provided comprehensive responses to all his inquiries. 
  Thank you for your attention to this matter. 

  
  Sincerely, 
  Clinical Sleep Solutions 
  
  *This response includes the chronological order of communications, highlights the efforts made by your team to address **************** concerns, and details the backend collaboration to provide additional support. 

  
  

  Customer Answer

  Date: 27/06/2024

  I reject and do not accept the business' response for many reasons (in no particular order) and I dispute all, some, or part of their version of events.
  
  1. The business failed to understand or grasp the issues and my concerns adequately.
  
  2. They did not take ownership of my concerns and issues.
  
  3. Instead of communicating with me via my current email address, *************** they sent replies to an email account I no longer have access to.
  
  4. There was a failure to take appropriate action regarding the staff's mishandling of my issues, despite my longstanding customer relationship of over 20 years. This included dismissive responses such as claiming they were too busy to assist.

  5. I was informed the staff are "too busy" right now to assist. 

  6. The primary issue concerns my AirSense 11 (not the previous AirSense 10), which I purchased from them and which remains under warranty until January 2025. I expect Clinical Sleep Solutions to continue supporting this device and to fulfill their commitment of providing me with filters every 6 months for the AirSense 11, as per my specific request in my email dated 2024-06-18 (attached).

  7. Due to my opinion and experience on the unprofessional conduct of their staff, another sleep clinic has agreed to assist me with issues related to my AirSense 11 medical device. However, this does not imply agreement with any assertions made by that clinic. I expect to maintain my patient-provider relationship regarding my AirSense 10, as obligated under ResMed North America's terms and conditions.I expect to receive timely filters for the AirSense 10 as part of the purchase agreement. 
  
  I must emphasize  the business has failed to address or resolve my issues at all, demonstrating either laziness, incompetence, or a lack of attention to detail. They sent crucial communication to the wrong email address and did not offer any solution or compensation for the poor treatment I received since the clinic changed hands to Resolute. 
  
  The following points summarize the incompetence and unprofessionalism displayed:
  
  1. The AirSense 11 has never received any OTA updates from ResMed since 2022, a fact  ignored by the business.
  2. Suggesting I plug the device directly into the wall showed a lack of understanding of patient safety and was insulting.
  3. Demanding OEM tubing for the *** process was unnecessary and showed disregard for my situation.
  4. I feel their response was scripted, failed to address my concerns, lacked patient and customer focus, and demonstrated a disregard for patient care.5. My issues were not given thoughtful consideration.

  Finally, the staff f failed to address my concerns in a timely manner and only responded after the Better Business Bureau (BBB) got involved. This lack of proactive communication further demonstrates, in my opinion, their incompetence and unprofessionalism,

  Sincerely,
  
  ***********************
  
  Complaint: 21642745