Complaints

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:05/24/2025

  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.

  On 2/11/2025, I purchased the ExciteOSA device for $1,320 through a *** from "GoodnightRX," which is one of advocacy teams for Signifier Medical. I was told the device came with a ****** guarantee (30-days after activation. The product arrived on 2/18. I originally purchased this item because I was desperate for help with my sleep apnea, and I was not able to sleep with a CPAP nasal pillow mask. However, shortly after purchasing the ExciteOSA device, I switched to a CPAP full mask w/success. Thus, I no longer needed the ExciteOSA **********, on 3/14, I emailed the company to let them know that I would like to be refunded, as I had not opened the product (still in shrink wrap as of this moment). I received a response the next day on 3/15, which said my request had been forwarded to the support department at Signifier Medical, including ******* ******. These email addresses are ******************************************************** and *********************************************************** I received another ***ly on 3/17 from "******** ******" with the Signfier support team, asking me to fill out the returns form from ******************************************. I followed her steps and filled out the form; I also responded to ******** and support, letting them know it was complete. On 3/18, ******** responded saying it would take 5 days for the ************ to send out a shipping label. On 3/25, I emailed back asking for an update. On 3/27, ******* ********* responded that they were experiencing issues with shipping equipment and I should receive it next week. On 4/3, I emailed again saying I did not receive any shipping label. On 4/24, ******* ****** responded, asking for a picture of the serial numbers/sticker of the product. I ***lied with the pictures she requested. On 5/13, I followed up asking for yet another update. On 5/14, I got a vague ***ly that said "we are copying the support team." On 5/20, I emailed again and have not heard back. IT'S BEEN 10 WEEKS SINCE MY REQUEST ON 3/14. I WOULD TO BE REFUNDED! UNLAWFUL!

  Business Response

  Date: 05/30/2025

  Dear **** ******, 

  Sorry that you did not have a smooth experience with the refund process.

  Signifier Medical Technologies completed the refund to your purchaser on 24th April 2025.

  I believe this is already resolved for you, but please reach out to your purchaser if you need further assistance. 

  Alternatively, you can reach out directly to me; ***********************************************************************************************************

  Kind Regards,

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

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I am closing this issue and have reached a resolution with the business. However, I do want to emphasize that the refund was not received until June 2nd. It did not hit my bank account until June 2nd (happy to provide evidence for that via bank statement or follow up emails by Signifier), despite the claims that it was refunded on April 24th. I'm guessing this was because Signifier's communication with GoodnightRX was a circus (and/or intentional stalling by one of the parties). Someone/s did not do their job correctly. And if it weren't for my BBB complaint and relentless efforts, I'm confident the refund would not have arrived. I did not have a good experience with this company and would caution others.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:04/25/2025

  Type:Delivery 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.

  Signifier is the only company that distributes a medical device called Excite for the treatment of mild sleep apnea. After determining that I indeed have mild sleep apnea at the end of February, I opted to try this medical device. My doctors office has been tryingto obtain it from them for the last eight weeks with no success. I have also reached out to the company and received no reply **** email nor is it possible to speak to a person there. The company has been completely non-responsive to all queries both from the doctors office and from me.

  Business Response

  Date: 05/02/2025

  Dear *** *****,
  
  We are sorry to receive your complaint regarding the order of the medical device eXciteOSA.
  
  Signifier Medical Technologies are the manufacturer of the medical device eXciteOSA, but do not distribute it. However, we take all complaints seriously.
  
  We have investigated the matter with GoodnightRX who you placed your order with.
  We can see there has been consistent communication between both parties, and Signifier Medical Technologies also reached out to GoodnightRX to follow up with you after receiving your message.
  
  We are happy to say, that since this complaint was filed, the issue has been resolved for you. The issue occurred due to the misinformation received from the ***************
  
  The device has been ordered for you, and you should receive it anytime.
  
  Please get in touch if you have any questions.
  
  Kind Regards,
  ****** ******

• Initial Complaint

  Date:04/20/2025

  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.

  The app does not work. It locks up when after reloading. Have gone months last year without replacement mouth pieces. Waited from Oct 2024 until Feb 2025 for a replacement. (Not the VA's fault.) Currently won't let me use the device as the app demands I purchase more mouth pieces before it will unlock! I get my mouth peices throught the VA! Useless and dangerous product as folks depend on it for breathing at night. Company owner seems to be hiding and he never responds to complaints.

  Business Response

  Date: 04/29/2025

  Dear ********************** are sorry to receive your complaint dated 20th April 2025.
  
  We have since resolved this complaint for you,and saw your highly positive review left on Trustpilot for the Signifier Medical Technologies Team regarding our customer service and the eXciteOSA ********************** device.
  
  We are also aware you have since attempted to rescind your complaint made to the BBB.
  
  To summarize the resolution: we had a software bug in the app that was blocking patients when the mouthpiece days dips below 30 days (the mouthpiece expires after 90 days since first use). When messages from *********** were received, the work around was implemented (we extended the mouthpiece expiry for ***********), and a complementary mouthpiece was sent, and communication was extended.  After extensive communication,*********** rewrote his Trustpilot review and took down the 3 ******* comments. He thanked the Signifier Medical Technologies Patient Advocacy Team for their transparent and thorough explanation. The app has since been updated and the bug is resolved so the issue does not recur with other users.
  
  Please reach out if you require anything else. 

  Kind Regards, 

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

  Signifier Medical Technologies 

• Initial Complaint

  Date:11/30/2024

  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 am a 100% disabled veteran. I did an updated sleep study about 3 months ago, I have had a cpap for years, but have lost over 100 lbs so my sleep apnea went from severe to mild. I was told by my sleep ** that I could continue the cpap which dries me out. A mouthpiece, or exciteosa. I choose the exciteosa. I received it about 2 weeks ago. It came with a barcode box to download the app that actually controls the device, and a number to put in to activate it. However, I was unable to download the app. I was meet with an error message saying my newer phone wasn't supported since the app was made for older Android devices. On the play store, you can type exciteosa. It had 56 reviews and a rating of 2.3 which is awful for a medical equipment device, so they have been having problems even before this. I contacted the company and spoke to a customer **** *** said they were aware of the problem, and she would make a note of it. As of today, the app still says the same thing. I contacted my sleep dr *** will reach out to the vendor, but they have no control over this issue. No medical equipment company should be selling a product that relies on a app to function that doesn't , and it has been 2 weeks, and they still have not updated the app. The device cannot help with my mild sleep apnea, since it's basically an expensive paperweight. My treatment is being delayed due to the company not updating the app as well as anyone else encountering the same problem. No medical supply company should take weeks or longer to update the app which operates the device. I can see an emergency situation, but that should only be hours or a day or 2 to fix. This is not an emergency technical issue, but standard business practice. I would like the BBB to investigate,and correct the problem if possible. The company doesn't listen to their customers, so maybe they can explain this problem to you since you can go to higher executives.higher, than just a CS *********** you

  Business Response

  Date: 05/02/2025

  Dear ***** *********, 

  We are sorry to hear of the issues you experienced with our eXciteOSA mobile app.

  We have since resolved the bugs within the app, and we can see you are currently successfully using eXciteOSA.

  Please reach out if you need anything else.

  Thanks

  Mariam