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:05/01/2025

  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 purchased a sleep study for $160.65 on 3/5/25. I wore the received single use equipment and was told that my sleep study failed and they sent me a second set of single use equipment. I wore that equipment and then was told the software failed. I disputed the charge, but do not have the dates that I wore the equipment so it was denied.I want the company to stand by their equipment. If it fails, it fails, and Id like a refund.I did not get a sleep study completed from them because of technical difficulties.

  

  Business Response

  Date: 05/07/2025

  Thank you for your feedback. We're sorry to hear that your experience did not meet expectations.
  
  The home sleep test purchased includes one testing attempt. In situations where the first test does not capture sufficient data, we send a second test as a complimentary retest to give customers the best possible chance at completing the study. In this case, both test attempts were completed and processed, but the data collected during each was insufficient to generate a report because the required amount of sleep was not achieved during the tests.
  
  When multiple test results are inconclusive or insufficient, we always recommend individuals pursue an in-lab sleep study, which may be better suited for some individuals and their sleep patterns.
  
  We understand how frustrating it is not to receive a final result, especially after completing all required steps. While we typically do not offer refunds in cases where the full service has been providedincluding shipment, support, and data analysiswe recognize that your experience was not ideal. As a gesture of goodwill and to help resolve this matter, we will make an exception in this case and issue a refund to the original method of payment for the order.
  
  Sincerely,
  Sleep Doctor Team

  Customer Answer

  Date: 05/07/2025

   
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/17/2025

  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 ordered a CPAP mask, CPAP machine and Deluxe Resupply Bundle from Sleepdoctor.com after completing an at home sleep study. I received my order on 12/21/2024 and immediately opened my box and started to look at my order. I opened and put the face mask on, but within minutes I had a panic attack. I then packed up the opened mask and unopened machine and resupply kit. I emailed sleepdoctor.com through my email on the evening of 12/21/2024. I got an automated ***ly but no one ever reached out to me about my attempt of a return. So on 12/26/2024 I called and spoke with a *** (name unknown) who told me they would not be able to refund the mask as it was open and that I needed to ship everything back to be viewed and then they would "decide" if I could get a refund on the machine. According to their website, I can return opened items within ***************************** unopened and get a refund. I mailed my package back on 12/26 and still do not have an update on my order. I believe they are scamming people who do not read their return policies. My tracking for the return says they received it on 1/2/2025. Today is 1/6/2025 and I still do not have any update on my return. I am worried they will tell me that I cannot get ANY money back on an item that was in my possession for less than an hour before it went back in the box to be returned. I was NOT informed during purchase that I could not return opened items, in fact the video call I had with one of their "doctors" indicated to me that I could try this mask and machine and RETURN it at any time within the first 30 days for a refund. I feel ripped off and lied to about their policies and feel that any item that was opened should be subject to a full refund based on the information provided to me DURING my LIVE session with their "doctor". I just want the BBB to investigate this concern and possibly help me get my money back. Thank you.

  Customer Answer

  Date: 01/22/2025

  The above complaint that I filed has been resolved and I received a refund for my purchase. Can you please close this complaint as it has been handled.