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:06/14/2025

  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.

  Upon recommending the appliance provided by Millennium Sleep Lab at the dentist office, I questioned that it would be proper to submit the information to the insurance company first. I suggested this several times. A ***resentative from Sleep Impressions/Millennium Sleep Lab was in the dentist office, as well as the dentist and his assistant p***ping to make the dental impressions. I told them I could not afford a costly fee. I was instructed that my copayment/cost would be less than $500 with insurance. A $350 fee was paid at the dentist office. Another $475 was paid over the phone to Ruby at Sleep Impressions in December of 2024 (Credit Card). An additional $15 Copay was also charged. The "appliance was a medical appliance and my fee would be less than $500", the *** stated. In April of 2025, picking up the appliance a $15 copay was made to Millennium Sleep/Sleep Impressions. Another $228.59 and another $60.. In March, the appliance was returned to the dentist office. The hard appliance cannot be used by someone who suffers from severe teeth grinding. The pain from this appliance would not allow me to sleep and kept me awake. It also created pain in my jaw, head, neck, and gums. I spoke to my dentist about this and returned the appliance. My credit card company sent notice of another attempt to charge me $444.11 from the same company. I immediately cancelled the credit card and called Millennium. They said I agreed to all charges when I accepted the appliance. I stated that my request was for them to pre-file with the insurance company to find out my cost because if it was more than $500, I would not pursue the mouthpiece. They threatened to send me to collections, so I have made the payment. An initial fee of "less than $500" for a "medically necessary" appliance has expanded to $1200 for something that was returned to the dentist. I would not have considered this as an option if the cost exceeded $500.

  Business Response

  Date: 06/24/2025

  Millennium Sleep Lab performed a sleep study and Telehealth visit for Amy Felt in October and November of 2024.  The patient had a copy of $60 for the test and $15 for each Telehealth visit which wqs communicate to the patient ahead of time.

  The recommendation from the sleep physicians was to treat the patient sleep apnea with an oral appliance, and an order was signed for and provided to Sleep Impressions.  Sleep Impressions is an a medical group provided oral appliance that has dentists to scan and fit the appliance.  

  Sleep Impressions checked the patient insurance to confirm coverage, got an authorization (document uploaded) and calculated an estimate for the patient's responsibility for the consultation visit and appliance.  We calculated the cost to be $947.60 which was rounded to $960 as the estimate given to the patient.  Note this is addition to fees that the dentist may charge for dental work and future care.

  The estimate of $960 was explained to the by phone by Sleep Impressions' representative Ruby on 11/5/2024.  Ruby explained that 50%, ($480) would be charged when she receives the appliance and there remaining would be charged.  She agreed and provided Ruby with a credit card to save in our system.

  The patient receive the oral appliance on 12/27 and her credit card was charged for $475 on 12/31.

  Insurance then processed the claim and a paid a portion.  Since it was out of network, they said the patient was responsible for the rest, but we discounted to the allowed rate of $1001.40 for the main appliance and $150 for the secondary small appliance.  (EOB uploaded).

  The patients card was no longer valid, so we sent a statement for $444.11 (statement uploaded).

  In the end the patient's responsibility was $919.11 which is less than the estimate give by Sleep Impressions on 11/5.

  The dental office may have quoted for other dental services or said that a sleep test wouldn't be more than $500, but that wan not our staff.  Sleep Impressions staff, Ruby, did provide an estimate for the cost of the oral appliance therapy, and the patient provided a credit card at that time.  That estimate was accurate and the patient wasn't charged more than that.

  Customer Answer

  Date: 06/25/2025

  Complaint: 23468714
  
  
  
  I have reviewed the business' response and am rejecting it because:

  The did not, I repeat, Did Not, state additional fees would be charged.  They also did not get prior approval or at least lead me to believe they knew an additional fee would be charged.  In fact, while discussing this in the dentist office they stated that the remaining amounts would be covered by insurance.  If they knew that there was an additional amount, they should have told me but instead stated that the insurance was COVERING the remaining charges.

  They quoted less than 500 dollars.  If any amount over $500 would have ever surface, I would have stopped the procedure and rejected any attempt to obtain this appliance.  I have also had a separate, independent medical test done .  The finding contradict theirs.  I do not have sleep apnea.  
  
  
  
  
  
  Sincerely,
  
  
  
  Amy Feltner

• Initial Complaint

  Date:06/10/2024

  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.

  I was referred to this company by my dentist for a no obligation consultation. I met with a representative via video conference for less than 15 minutes and then spoke with another representative regarding the cost of a sleep monitoring device. The device was too expensive so I declined but recently received a bill for $171.50 for a 45 minute new patient consultation. I have tried contacting Millenium Sleep Lab to discuss the bill and determine if my health insurance was used for this or my dental insurance since I was referred by a Dentist and my dental insurance obviously would not cover it. I have been unable to contact anyone at the company and only get voicemail that seem to be to personal cell phone devices. I dont believe I should be billed for this since it was sold as a no obligation consultation and I never would have agreed if I was made aware of the cost up front. In addition, I am unsure if it was billed through insurance correctly. Thank you for your assistance.

  Business Response

  Date: 06/25/2024

  This was a patient referred to us by a dentist.  We did a telehealth visit and billed his insurance.  We can't do any no obligation consultations.  We billed the insurance accordingly for the visit.  

  Customer Answer

  Date: 06/25/2024

  Complaint: 21826785
  
  I am rejecting this response because nothing was disclosed up front  and the company has not made a single attempt to contact me to resolve the issue. In addition, the invoice from this company indicates a 45 minute service, but I was only sent an appointment for a half hour (and was on the appointment for less than 15 minutes).  This company does not fully disclose their charges, and then bills insurance and patient more than the service provided. Avoid doing business with this company!!! 
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/01/2024

  This patient was referred to us by their dentist for a sleep consultation with a board certified sleep physician. We are billed the office visit based on ************* guidelines. The total time includes preparation and dictation in addition to face to face time.  I have attached a copy of his insurance verification of benefits and the notes from the visit signed by the physician. 

  Business Response

  Date: 07/01/2024

  More information below from the contact log:

  2024-06-10 10:59:20 ********************* Patient called the office several times during L10 meeting, called back and left VM, patient did not leave VM.
  2024-05-20 17:24:01 ******************************* Sent patient statement for $171.50 - BCOB
  2024-04-26 08:18:14 *************************** 2024-04-23 referral from ********************************* MD cancelled
  2024-04-26 08:14:14 *************************** emailed *********
  2024-04-26 08:09:57 *************************** The patient has an unmet deductible and his OOP to do the *** at this time would be $516. He wants to delay testing until later in the year when his deductible might be met. Once the deductible is met he will be covered at 80%
  2024-04-25 12:13:44 *************************** pt called; lm; called pt; lm
  2024-04-24 10:40:17 *************************** Next contact of patient is on 2024-04-26
  2024-04-24 10:40:05 *************************** 1 called; lm; texted to schedule ***
  2024-04-23 13:02:08 *************************** SMS Sent to ************: We received an order from your healthcare provider for a sleep test. We are checking your insurance and then a scheduler from Millennium Sleep Lab will call you to set a date to receive the equipment and test at home.
  2024-03-27 10:11:53 ********************* Scheduled pt for initial telehealth with ************** on 2024-04-23 at 12:30 PM-CST, (1:30 PM-EST pt time).
  2024-03-26 12:11:08 ********************* VM left to call to schedule telehealth.
  2024-03-22 15:03:49 ********************* (CONT.) Left VM.
  2024-03-22 15:03:37 ********************* Attempted to call and schedule initial telehealth.
  2024-03-20 09:58:28 ********************* Attempted to call and schedule telehealth, left VM.
  2024-03-11 09:13:41 *************************** SI pt needs appt