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| - I've been using the company for over 6 years. I've had some issues with them regarding when my machine broke down, but it was eventually corrected. Eventually being the operative word here.
I have very bad sleep apnea and need my machine to sleep. A week ago the humidifier in my machine broke down and doesn't work at all... I need the humidifier. After calling the office last Friday, and telling them the problem, I was told that I would have to undergo another study in order to get my machine fixed, not for the apnea part, but for titration levels. I was told my insurance requires this. I explained there is NO way I can do another overnight study due to many reasons and that I KNOW there is a home testing that can be performed. Again I was told that your insurance wouldn't likely cover this (I have excellent health insurance and knew they would). I was told to go to the Tenaya office on Saturday to let them look at the machine to see if it was in fact broke. (Uh, the water levels do not go down, the hot plate is ice cold, there's blinking lights flashing, but I am not qualified to confirm this.) I went and the guy looked at it, took it apart and said "Yeah, it's broke. Call the office Monday to tell them."
After calling the main office again on Monday morning and being told I needed to go in for a sleep study, I phoned my insurer and they told me they do NOT require ANY kind of additional sleep study testing for anything. I have sleep apnea and it's on file. I contacted my physician for a new prescription and a letter of medical necessity (I guess having severe sleep apnea on record doesn't count... for the medical necessity part) and had them fax this to the office on Monday. During the conference call my insurer had with a worker there, I was told by the office that someone would contact me from scheduling to get my machine fixed- or get a loaner until I received a new machine. It's Thursday, haven't heard a word from them and waking up with bloody noses from the lack of a humidifier on the machine is not pleasant, and being parched like I've ate sand wakes me up. I called the office again this morning and asked if there was a REFERRAL there for me, from my doctor. "Oh yes, the prescription came in but there is no letter of medical necessity. You need to have that too." So, I take it that if I had NOT called I would never have found out I need the letter of necessity and they wouldn't have contacted the doctor on their own asking to furnish it. It will be another two weeks I'm sure before I am back to sleeping soundly again. Absolutely ridiculous.
UPDATE (afternoon 11/10): I got a call from the office this afternoon to come in for my machine to be replaced/swapped out? I never was given a reason exactly as to what they were going to do. I was told that the SOONEST they can 'squeeze' me in is November 19... 9 days away. I was offered an appointment one day next week at 4:45 pm, which I can not make due to inability to drive in the dark; hence one reason I can't come in for an overnight stay, so the soonest appointment is 9 days from now. That makes near 20 days with a broken c-pap machine. The gal I spoke to at the office said in the meantime they would be getting approval from my insurance and that it would take time. (I called my insurance, they said they'd have it approved in a day.) Once this is straightened out, I will be switching companies. They make NO effort to WORK with the patient, that's apparent and do not care at all about the person who has to struggle nightly, for sleep, with a broken machine. They gladly charge my insurance company their charges for equipment, etc... but do not care about you if you have a machine malfunction.
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