Complaints

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

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  Singular Sleep, LLC

  422 Jacksonville Dr. Unit G Jacksonville Beach, FL 32250

• 

  Singular Sleep, LLC

  422 Jacksonville Dr Unit G Jacksonville Beach, FL 32250-3812

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:11/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I ordered a sleep study and was charged $189. There wasn't a consultation and i have tried calling and emailing several time over a week with no reaponse I want a full refund as i am not comfortable with this company any more. My order number is #*****

  Customer Answer

  Date: 11/21/2023

  After filing the complaint the company refunded my money

  I am satisfied with this outcome

• Initial Complaint

  Date:06/26/2023

  Type:Sales and Advertising 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.

  I paid for a nexus letter for my sleep apnea and there are a few errors on it that need to be corrected. The VA is pushing back because I am not service connected for PTSD but for Other Stressor Disorder. I need a new letter with these errors fixed. I wrote to the email on the website but it seems that the website does not work anymore. Can someone contact me via email please.

  Business Response

  Date: 07/11/2023

  Good Afternoon, 

  We appreciate you taking the time to express your concerns through the Better Business Bureau regarding your request for a service that we no longer offer. We understand the importance of addressing customer feedback and strive to provide satisfactory resolutions.

  First and foremost, we would like to apologize for any inconvenience or confusion caused by the unavailability of the requested service. Upon reviewing your submission, we would like to clarify that the company has undergone some changes since your last interaction with us when your letter was sent to you in April 2022. Our company periodically reviews and updates its offerings to better align with internal capabilities. Unfortunately, as part of this process, we made the decision to discontinue the service you were seeking.

  We sincerely apologize if this information was not adequately communicated to you in a timely manner. We understand that it can be frustrating when a desired service is no longer available, especially if you were not made aware of the change. We acknowledge the need for clearer communication in such situations and will take steps to improve our processes to prevent similar instances from occurring in the future.

  While we regret that we are unable to fulfill your specific request, we would be more than happy to assist you in finding an alternative solution. Our customer service team is available to discuss your needs and provide guidance on alternative services or providers that may be able to meet your requirements.

  Once again, we apologize for any inconvenience caused and appreciate your understanding in this matter. We value your patronage and hope to have the opportunity to serve you in a different capacity in the future.
  If you have any further questions or concerns, please do not hesitate to reach out to our customer service team directly. We are here to assist you and ensure your satisfaction to the best of our abilities.

  Sincerely, 

  *******

  Customer Answer

  Date: 07/12/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The Independent Medical letter/evaluation that was given to me contains numerous factual errors which indicate a lack of due care on your part. I spent almost $2,000 on this evaluation and the VA has pointed out that it contains factual errors on your part. I am willing to have the doctor review a revised letter that I have drafted and let me know if it is acceptable with the corrections made. Or, I would require a refund of my money so that I can obtain this service from another doctor who will exercise the care and professionalism needed with this type of evaluation. Nothing else is acceptable. 

  
  

  Regards,

  
  

  **** ****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/20/2023

  Good Evening, 

  During the tenure of the Nexus Program, we offered a complimentary revision prior to the letter being submitted to the VA. Once the letter is submitted to the VA we can not make any edits to the letter.  This is mentioned in the email that is sent to customers with a copy of their completed Nexus letter. 

  "** We offer one free revision for instances such as: grammatical errors, minute requests of information to add/be taken out of the document completely, etc.**
  We recommend double-checking the factual elements of the letter for accuracy and letting us know if a correction needs to be made.
  We do not recommend changing the content of the letter as it may reduce your chances of a successful claim. "

  When the Nexus Program was offered at Singular Sleep, we also offered a rebuttal service for denied claims. Unfortunately, we no longer offer the Nexus Program and are unable to complete any refute or rebuttal letters. We would suggest submitting your claim for a Higher Level Review through the VA which is free.

  Again, we apologize that this program or service is no longer available. Please contact us at ************ if you would like us to resend you the original email that was sent or if you need any further assistance. 

   

  Customer Answer

  Date: 07/21/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The company does not accept responsibility for their mistakes. As "experts" on writing Nexus letters they had a duty to perform their duties in a professional manner commensurate with the amount of money they charged. Using their "expertise" the letter was submitted to the VA who pointed out factual errors which make the Nexus letter basically useless. A higher level review is underway due to the false information they provided on Nexus letter. Without a corrected Nexus letter or a separate Nexus letter the claim will most likely be denied. The company mentions a revision to the Nexus letter and that is ALL I am asking for. To change a few factual errors that they made...nothing more!

  I sent an email to them with a draft of the original letter with changes needed to correct their errors and all they need to do is agree that it is factually correct and that I am allowed to submit to the VA. If they are not happy with my editing they can edit the document themselves. 

  If they are not willing to provide this basic correction to their service fine, then refund my money and I will find another company that provides this service in a more professional manner. I own a small business and I do not treat my customers this way...I hope the BBB is taking note of my simple request. 

  
  

  Regards,

  
  

  **** ****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/01/2023

  Good Morning, 

  I have attached the email that was sent to *** **** on 5/16/2022 which contained his Nexus letter as an attachment when it was sent. In the email we state that we offer one free revision and advise the customer to double check the factual elements of the letter for accuracy and to let us know if a correction needs to be made. We also stated that if the claim is denied that we could provide a rebuttal letter, however that service was an additional cost as the process is a complete revision of the letter. 

  The one free revision that we offered during the program was if there were edits that were needed before they submitted the letter to the VA. A revision after submission was considered a rebuttal and was a paid service which we are no longer offering. The services that which the customer paid for were provided and considered completed once the letter was submitted to the VA. As we are no longer offering this service, in our previous reply we advised the customer that he can escalate this claim within the VA for free.

  Thank you, 

  *******

  Business Response

  Date: 08/02/2023

  Good Morning, 
  
  I have attached the email that was sent to *** **** on 5/16/2022 which contained his Nexus letter as an attachment when it was sent. In the email we state that we offer one free revision and advise the customer to double check the factual elements of the letter for accuracy and to let us know if a correction needs to be made. We also stated that if the claim is denied that we could provide a rebuttal letter, however that service was an additional cost as the process is a complete revision of the letter. 
  
  The one free revision that we offered during the program was if there were edits that were needed before they submitted the letter to the VA. A revision after submission was considered a rebuttal and was a paid service which we are no longer offering. The services that which the customer paid for were provided and considered completed once the letter was submitted to the VA. As we are no longer offering this service, in our previous reply we advised the customer that he can escalate this claim within the VA for free.
  
  Thank you, 
  
  *******

  Customer Answer

  Date: 08/03/2023

  The last reply from Singular Sleep contains untruths. In the email the company claimed that a request to correct factual errors must be submitted PRIOR to submission to the VA. That does not appear anywhere on the document, it mentions one free rebuttal for factual errors with no time restriction. There is a fee for a rebuttal if the VA disputes the diagnosis, in my case they did not dispute the diagnosis but said the factual errors made the Nexus letter useless. 

  I would like it clearly known that this company does not stand by their products and is content to defraud a disabled veteran. This is a warning to anyone that would do business with Singular Sleep. 

• Initial Complaint

  Date:04/12/2023

  Type:Product 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.

  I had an at home sleep study done. I was told I have mild sleep apnea and that I needed the gold standard of treatment by way of APAP machine. I asked about more conservative options and was told I wouldn’t lose weight and could be shortening my life expectancy if I didn’t use the machine. I then proceeded to buy all items prescribed as well as cleaning tools, filters, hoses, pillow attachments etc. within a few nights I knew something wasn’t right.
  
  My apnea scores went from under 5 to 23+ and additionally now I was seeing central apnea events as well as my ear filled with fluid. I went to see my primary care doctor locally who told me I should not be using a machine and more conservative measures such as life style change and a mouth guard would be more appropriate.
  
  I reached out for a refund and was told because I had opened and used the items they could only be refunded at 50% and the unopened items could be returned within the 30 day window for 100%. I wouldn’t have used these devices if I weren’t told I needed them, but I went forward with the process.
  
  They took several extra days to give me shipping labels in what feels like them running out the 30 day clock. Now all the items have been there for days and I have no further information on when and if my return will be refunded for 100% or when I will see the 50% for the opened items. I have sent several emails with no response. This is 1100+ of returns sitting on my credit card because I was wrongly told I needed this level of treatment.
  
  I see they have many complaints so at least I’m not alone.
  
  I would like 100% of my order refunded to feel this issue is resolved.
  
  I bought because they said I needed to and used the items because the prescription said I needed to.
  
  Who knows what would have happened had I not went into a local doctor which singular took weeks to refer me to after many calls and e-mails.
  
  Please help.

  Business Response

  Date: 04/24/2023

  Good Evening, 

  I'm sorry to hear that you haven't received your refund yet. I understand that this can be frustrating, but please allow me to help clarify the situation.
  Our current return policy only allows for unused or unopened merchandise to be returned up to 30 days from the date of purchase. However, we did process the refunds per previous correspondences in regards to the products that were purchased from Singular Sleep.

  We take the safety and well-being of our customers very seriously, and as a result, we are unable to accept returns on certain items that could potentially compromise hygiene and health standards. This policy is in place to protect both our customers and our employees, as we cannot guarantee that the returned product has not been contaminated in any way.
  
  We apologize for any inconvenience this may have caused you and understand that this may not be the response you were hoping for. However, we hope that you can understand the importance of this policy and our commitment to providing a safe and healthy environment for everyone.
  Our records indicate that refunds were processed back to your method of payment on April 12, 2023 for the products that were received back by Singular Sleep. I will be happy to send you a copy of these refunds via email as well for your records. 

  In regards to the consultation process and the information that was discussed between you and the practitioner with the independent network of board-certified sleep physicians that we partner with. Due to HIPAA regulations, we, Singular Sleep, do not have access to the discussion that was had between our customers and the independent network of physicians.   We have submitted this information as a formal complaint so this may be reviewed internally as well. We understand the importance of providing quality service and maintaining good relationships with our customers, and we are truly sorry for any negative experience you may have had.

   

  Sincerely, 

  ******* ******* ***

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased a records review on 6/28/22 for sleep apnea in order to go forward with a nexus letter. I emailed all necessary documents on 7/13/22 and was approved for a nexus letter on 7/19/22. On 7/19/22 ******* ****** called and left me a voicemail stating it was urgent to call her and have her go over specific information regarding a sleep apnea nexus letter. I called back multiple times to try to get a hold of ******* on the direct number she left on my voicemail. I was told that a "note" will be left for her to return my phone call and she would return my call the next day if she could not return it the day of. I never got a phone call from anyone from the office, not ******* or anyone else. Every time I called, ******* was not at her desk or she was "busy". I've called multiple times from 7/19/23 to today. I recently got an email from Singular Sleep stating the company will no longer providing the Nexus Letter services effective 4/11/23. This makes my payment for the records review pointless and it frustrates the original point of the contract and Singular Sleep breached the purpose of the contract. I would like my payment back due to this breach before proceeding to take this breach of contract into further legal litigation.

  Business Response

  Date: 04/19/2023

  Good Afternoon,

  Kindly accept our sincerest apologies for the inconvenience caused to you in regards to your experience with the Records Review Program. 
  Although our service team strives for 100% customer satisfaction, it’s evident we’ve fallen short in this instance. I completely understand the frustration of the back and forth of phone calls and not being able to speak with a representative to understand what additional documentation was needed for the records review to be completed. Due to the age of the order, I am not able to process a refund through ******, however I will be contacting you to discuss additional options for us to provide you with the refund for your order. 

   

  Sincerely, 

  ******* ******

   

  Customer Answer

  Date: 04/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I am still waiting to be reimbursed through a check sent in the mail.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ****** ***

  
  

  
  

  
  

   

• Initial Complaint

  Date:03/22/2023

  Type:Product 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.

  On 12/31/2022 I submitted payment and did not receive the items until March 7, 2023. I purchased 3 Dreamwear CPAP nasal pillows as displayed on their website. The pillows showed blue gel to cushion the base of the nostrils. I use these because silicone irritates my nose. What I received after approximately 2 months was not the picture or description that I was lead to believe I was purchasing. I have emailed them and get no response. I paid them $127 for something that was falsely advertised. I pay for these out of my own pocket because ******** doesn't list them as an approved vendor. I am on disability and that is a lot of money to me.

  Business Response

  Date: 03/22/2023

  The item she ordered was discontinued by the manufacturer. If she can find them elsewhere, its only because they had excess before the discontinuation. We replaced it with the manufacturer's acceptable replacement. 
  
  When the customer requested a refund, she was provided with a return label the next day. 
  
  She emailed again this morning demanding action be taken, and was told that she will receive a refund once the items are returned and i forwarded her, AGAIN, the prepaid return label. I'm not sure what else she wants us to do, as that is standard protocol. 

  Customer Answer

  Date: 03/22/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I have never received an email with a ***** prepaid label

  
  

  Regards,

  
  

  **** ********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/27/2023

  She received an email with a **** label - we do NOT utilize *****. 

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I paid for a sleep study, a consultation with the sleep doctor from this company. The doctor sent me the machine I should be using and a guide on the mask I should order. On 2/13/23 I purchased a BiPap machine and mask for a total of $1,900. The website states their policy is the machine will be sent 1-2 business days after purchase. Days later we tried to contact the office wondering where were our items. They stated they were waiting for the mask which was on back order. When ordering the mask online, nowhere stated it was back ordered and they never told us until we started questioning where our items were. Well more than a week later and after being told on 2/17/23 that our mask arrived and they will be expediting our shipment, today on 22/22/23, we still haven’t had our items shipped and are now being told that our mask is out of stock, even after being told that it had arrived Friday. We were given a $190 discount for the inconvenience, but it is important for my health and to be able to get back to work to receive this machine. It’s been from start to finish 3 weeks I’ve been out of work and I cannot lose this job due to a companies negligence.

  Business Response

  Date: 02/22/2023

  We are terribly sorry for the experience that you had with your recent order of your sleep therapy equipment. We realize that there was miscommunication on our end between our warehouse and shipping partner in regards to the inventory that we had accounted for in stock compared to what was in stock at the warehouse. While we order additional equipment as needed based on our inventory, we experienced an usual delay in us receiving our shipment from the various manufacturers. We sincerely apologize for not recognizing the inventory error sooner as we would have communicated that with you as soon as we were made aware. 
  
  While it is no consolation for the delay in shipping out your order, we do hope that the upgraded machine that we are overnighting to you will indeed help you have more restful nights and better sleep and health. 

   

  Sincerely, 

  Singular Sleep

  Customer Answer

  Date: 02/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******* ******

  
  

  
  

  
  

   

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I engaged singular sleep to produce a medical opinion and exam- $1,100 in August 2022. They claim in their advertising to do it in 20 days. They responded several times over 6 months that it would be done soon. Finally in late January 2023 they said it was done and ready to send. In said ok. Three days later, nothing. I cancelled and asked for money back. A week later, they sent the medical opinion. It was too late and after I cancelled. They have not responded to me.

  Business Response

  Date: 03/10/2023

  Good Morning,

  Please accept our sincerest apologies for the inconvenience caused to you due to the delay with your letters being emailed to you. 
  Although our service team strives for 100% customer satisfaction, it’s evident we’ve fallen short in this instance. We do understand the frustration this has caused due to the amount of time that it took for you to receive your letters. We have processed a 50% refund back to your method of payment for the cost of the letters that were completed by our office as the letters were completed. We are implementing new procedures to help ensure that we have constant communication with our customers, especially whenever services may be delayed due to a backlog with writing these medical documents. We will also be implementing training sessions for our customer service team to ensure proper communication and documentation is in place at all times. Each case that is processed by Singular Sleep is unique and we do our best to provide the same level of care and consideration when completing these documents for all of those that have requested this service.  Again, we sincerely apologize for the experience that you had over these past few months. 

   

  Sincerely, 

  ******* 

  Customer Answer

  Date: 03/10/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  I am accepting this 50 percent on the ordered ***** letter and appreciate the fair and timely response.  However, the $300 charge I paid for a DBQ, that singular sleep later discovered they could not fulfill it due to government requirements is still outstanding.

  I very much appreciate and laud Singular Sleep’s heartfelt support of U.S. Veterans.  They have been extremely supportive what is a very complex process.

  
  

  Regards,

  
  

  **** ********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/13/2023

  We will refund your DBQ in full right away. 

  Customer Answer

  Date: 03/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I thank them for their very customer friendly approach and the very skillful work they have done.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** ********

  
  

  
  

  
  

   

• Initial Complaint

  Date:02/17/2023

  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.

  I requested a rebuttal letter related to a ***** for a VA disability in July 2022. I was informed the report was complete in October 2022 and paid the balance. I have not received the rebuttal medical opinion and all efforts for an update on the status have gone unanswered. I have requested a refund and that has been unanswered. I have called, emailed and visited the office in Jacksonville. These efforts were not successful. Please help.

  Business Response

  Date: 02/27/2023

  Good Morning,

  We sincerely apologize for the delay with completing the rebuttal letter that was requested. We currently have a backlog of letters that are being processed and unfortunately any rebuttals that are requested are placed into the queue of those outstanding letters that need to be processed. After reviewing all correspondences that were made to and from *** ******, the rebuttal letter was actually completed on 10/20/2022 by our staff. Due to the numerous correspondences back and forth and different letters that were requested, this rebuttal letter was never sent to *** ****** when it was completed on 10/20/2022. This letter has been sent and a refund has also been processed due to our error in not sending this letter once is was completed.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Watchpat sleep test conducted 8/23/22.
  They sold me a $215 WatchPat for my daughter and when I was told her finger slipped out from the data collector during the night and she got "insufficient results", I could REBUY the device for $150. At the time of this review, it is not mentioned anywhere on their website for this device...what happens if you don't get a "good read". They do say if you use the adult device, what the protocol is for a bad reading but since this device is new, I get to be the guinea pig for the company and pay for the luxury. I spent $215, I have no data, I have no sleep study completed for my teen. They are "sorry, but it's a new product." Even though yesterday I was told I could put in a new code and try again and they would call me back with more info. Nobody called me, I had to follow up myself this morning to be told to send more money or too bad. No offer to help me while they fix the fine print on their site.

  Business Response

  Date: 09/23/2022

  This is to follow up on our conversation. On 9/20/2022, our employee ******* ******, spoke with Ms. **** *****. They had a productive conversation in which Ms. ***** agreed to completely remove the complaint from the BBB in exchange for a complete refund of her order. Her order was refunded 9/20/2022 but we still see that the complaint is still pending.

   

  Thank you for your assistance in this matter, 

  Customer Answer

  Date: 09/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  The business's response is a little misleading.  We did speak.  I explained to the company rep there would be no action on my part until I could confirm a refund was PROCESSED on my end as an "email confirmation" from them was not going to cut it.  I can see the refund finalized and left "pending" status yesterday.  I also don't know what the company means when they want the complaint COMPLETELY REMOVED.  I have no control over the BBB website. This company provided a 100% refund to me for their garbage product.  Thank you BBB for getting their attention on my behalf. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** *****