Buyer beware! Deceptive billing practices!
I enrolled in Sleep Reset following a referral from my primary physician. During onboarding, I selected my insurance provider, and the app indicated that my insurance was accepted. This created a clear expectation that services would be eligible for reimbursement, and I relied on that representation when deciding to proceed. At no point was I asked to verify my insurance details or informed that additional steps would be required. I was directed straight into payment and began using the service.
I later confirmed directly with my insurance that Sleep Reset was not in-network and that reimbursement would require a Superbill. You can imagine my shock when I requested this from customer support, only to learn that I could not receive one because I had not completed a live consultation.
This was the first time I had ever been made aware of that requirement. The app never prompted me to schedule a consultation, and there was no clear path to do so. When I raised this with support, they acknowledged that the app should not have shown my insurance as accepted and stated that I should have been prompted to schedule a consultation. Neither of those things occurred.
In total, I paid $1,500 to Sleep Reset under the false expectation that services would be reimbursable. Despite the financial impact, the only resolution offered was a $75 refund, which is comparable to burning someone’s house down and offering an Amazon gift card to rebuild it.
After sharing my experience online, I received a flood of messages from numerous former patients who described similar situations. There were various accounts of users being told their insurance was accepted during onboarding, only to later learn it was not. Others described being charged earlier than expected during free trials, subscriptions continuing beyond the advertised program length without clear notice, or discovering only during cancellation attempts that there were lower-cost plan options that had not been presented upfront.
All of this paints a grim picture of a healthcare provider financially preying on sleep-deprived patients with deceptive marketing and billing practices. I strongly encourage anyone that's thinking about using Sleep Reset to carefully re-consider and choose another platform that's more transparent about their pricing.