Apria Healthcare

ITEM # 1: Customer service issues regarding contacting the local branch RESPONSE Apria’s Desired Settlement:Contacted customer and reviewed – Apria’s Customer Call Center on 12/8/14Unable to contact branch directly – Apria has centralized customer service Branches no longer staff for customer service issues – Apria’s Centralized Customer Call Center phone number is ###-###-####Customer had issues ordering new pap supplies for her machine – Apria has a dedicated department for ordering pap supplies - Direct Phone line ###-###-#### Track and schedule needs of customer’s resupply orders – Patient was enrolled in Apria’s Automated Resupply Service on 10/17/Policy in terms of making sure to check in with customer’s health insurance coverage – Patient’s employer changed health care carrier in July – Apria was not notified of change till 10/– Apria received a denial from previous insurance carrier and notified customer to obtain new insurance informationApria has submitted the claims to the correct insurance carrier on 11/19/ Customer wants an update of charges submitted to her insurance carrier Apria’s Patient Pay Management Center will be sending customer an itemized statement of charges [redacted] Area Customer Service Manager

Item # 1:Ms [redacted] - [redacted] has filed a rebuttal in regards to the amount that was refunded to her on1/27/in the amount of $71.33; stating that we owe her an additional amount of $RESPONSE:We have reviewed Ms [redacted] -***’s account and as mentioned in response letter dated January 30, 2015, we refunded the amount of $on January 27, The total amount for the CPAP supply order was $We have taken small balance adjustments on this invoice totaling to $which leaves the total amount for this invoice $The amount of $is still pending on the account as an open balance on Ms[redacted] -***’s behalf which was applied to her annual deductible with her insurance companyThere are no further refunds due to Ms [redacted] - [redacted] at this time.We apologize for any inconvenience or miscommunications pertaining to your account.Our goal is to ensure customer satisfaction as well as accurate billingWe apologize for any inconvenience this may have causedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] Patient Pay Management Center Lead

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI actually spent many many hours on the phone and had to drive out of my way to a physical location and miss work to get the necessary documents but it was vital that I get medically necessary equipment The customer service is still very lacking Regards, [redacted] ***

We would like to again apologize for the level of customer service you recently experiencedDuring another review of your records, we confirmed that you were contacted regarding the outstanding insurance claims which have since been resolvedAlso, a customer service representative attempted to contact you to schedule an appointment to receive your respiratory equipment We greatly appreciate you for taking the time to bring your concerns to our attentionWe welcome all patient feedback as this provides us with a valuable insight into our services from the patient’s perspective which allows us to make service improvements, as it has done in this case Sincerely, Apria Healthcare LLC

Thank you for your letter concerning the level of customer service your experienced during your contacts with Apria to obtain your CPAP supply order under [redacted] and their payor requirements We certainly understand your frustration with the level of customer service response you received, and we want you to know that these concerns have been take very seriously The feedback you have provided will be used for coaching and training our employees In review of your records, we have determined that not all of the required documentation per [redacted] payor guidelines are on fileAdditional information has been sent to your physician of record requesting the necessary documents Again, we sincerely apologize for the challenges you experienced If you have any further questions or concerns please feel free to contact 800-310-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My husband, [redacted] , signed a “Sales, Service, and Rental Agreement” for a VPAP machine on August 28, The machine was to be paid in full after months of rent I have made countless phone calls to Apria over the years and spent at least hours of my time trying to resolve this, which is why I finally contacted the Revdex.com On January 8, 2015, an Apria representative named [redacted] said that the amount we have paid out-of-pocket far exceeds the cost of the equipment She stopped the recurring charges to our credit card and promised to call back on 1-14-regarding refunding the over-payment She never returned the call and Apria says they have no way of connecting my calls to her After contacting the Better Businiess Bureau, [redacted] from Apria Healthcare called and found ***’s notes She does see that we have far over-paid for the equipment; however, she said Apria is still accruing charges anyway since we have changed insurance companies Apria is saying we owe them thousands of dollars due to changing insurance companies She said Apria’s contract begins anew every time we change insurnace companies We signed the contract with Apria, not our insurance company This VPAP machine is old and out-dated Even though Apria owes us money, they are having collection agencies calling our home regularly Regards, [redacted]

We have reviewed the patients account and confirmed he had BCBS as his insurance plan and under the plan agreement with the insurance his CPAP unit was to rent for months and continue to bill until length of need and not convert to a purchaseThe insurance BCBS termed on December 31, and because while under the plan the insurance did not purchase the equipment and it continued to bill as a monthly rental The account has been placed to bill under self-pay as we have not received the patients updated insurance information to bill for servicesIf the patient provides his updated insurance information we can bill them for the monthly rental and bill according to their payor agreementAt this time, your account reflects an open balance of $for the monthly rental of his CPAP unit for dates of services May 9, through September 9, and a collection balance of $for the CPAP unitThe patient can contact our billing department at for payment options for the open account balance and State Collections Services regarding the outstanding collection balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely,Apria Healthcare, LLC

We have confirmed that the patient was not billed until all options were exhausted to obtain payment from the insuranceThe patient did not receive a bill due to the claims being appealed with the insurance and once they became patient responsibility it was automatically charged to his cardHe should have received an explanation of benefits from his insurance in regards to denials and appeals filed alerting him of non- paymentThe balance remains valid and if he did not receive an explanation of benefits he should address this matter with his insuranceWe believe that all appropriate steps have been taken to resolve this issue Sincerely, Apria Healthcare, LLC

We have reviewed the patients account and were able to determine that until the open invoice on file has been reprocessed by BlueCross BlueShield, the account will remain open in our systemThe email sent by Apria’s billing department was not clear but does mention the claim was billed in error and is currently being reviewedWe were informed by the insurance directly that this was billed in error and no other balances are showing due as patient responsibilityWe also was able to confirm that the apology letter mentioned was drafted and mailed out on December 1stAgain, the account is only open due to the current reprocessing of the claim on fileWe apologize again for any miscommunication or inconvenience this has caused Sincerely,Apria Healthcare LLC

We would like to take this opportunity to thank you again for taking the time to convey your concerns to us and to apologize for any miscommunication on our part that may have resulted in your concernAfter another review of your records, we confirmed that our Customer Service Manager recently spoke with your spouse regarding your experience with our customer service staffAlso, the Customer Service Manager did confirm there was a problem with the respiratory equipment and provided assistance which resolved the issueHe also provided his direct contact information for any future concern Again, we sincerely apologize for the inconvenience and or challenges this issue has caused youWe greatly appreciate you for taking the time to bring your concerns to our attentionWe welcome all patient feedback as this provides us with a valuable insight into our services from the patient’s perspective which allows us to make service improvements, as it has done in this case Sincerely, Apria Healthcare LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I did respond, but it really didn't look like it registered I was contacted by a [redacted] from Apria She stated I was not eligible for headgear on my cpap machine until August, but would sen me a new mask in a package that was not tampered with( headgear robbed from complete mask set) I have never received this, now a month later Her phone is [redacted] and I have called her every day for a week and left her voicemails and she has never returned my call I also received a call from a supply person at Apria when August rolled around and that person asked me if I needed the supplies I was then eligible for, being the headgear and cpap machine water chamber I said yes I did need them, but now it has now been about weeks and I still don't have them although I was told it would be deliveredin daysSomeone called the week of Aug 27th when I was on vacation and asked again if I needed those same supplies My husband told that person that another rep had already taken the order weeks previous They said they had no record of the order did it need to get placed again He said yes, still have not receivedI guarantee there is no company in the world that has worse customer service than this company I am sure this [redacted] only called because of my complaint so maybe this response will cause her to call again.Hope you can help [redacted]

Item # 1: Mr [redacted] states that he received a statement in May showing misapplied payments dating back to May 10, – September 24, Then referred his account to collections without telling him what the open balance of $was for RESPONSE: We have reviewed Mr [redacted] ’s account and found we refunded him by credit card and check number [redacted] in the amount of $in error Therefore, the amount due of $84.87, which he has repaid was due We apologize for this error and as of today, Mr [redacted] has a $balance Sincerely, [redacted] Billing Center Quality Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Item # 1: Ms [redacted] stated she would like to receive all her money paid for double billing and for her account to be corrected for charges that are still outstanding RESPONSE: We have reviewed Ms [redacted] account and confirmed that she received a CPAP unit and CPAP supplies from Apria on August 22, At this time Ms [redacted] signed our Sales, Service and Rental Agreement authorizing her credit card to be placed on file for any charges that are not covered by insuranceThe charges paid by patient were for dates of services August 22nd, through December 22, and they reversed them off on February 10th, and a refund request was submitted for those amounts to be received in check form The last billing date on Ms [redacted] account was date of service December 22, I have removed all outstanding balances in collections and Mr [redacted] is no longer responsible for those chargesAt this time his account reflects a zero account balance with a claim pending under the insurance for $for date of service 9/22/for the CPAP unit rental before the equipment was pickedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, [redacted] [redacted] Billing Center Quality Specialist

Item # 1: Customer upset received an automated message the day of her delivery to confirm her delivery time Customer preferred to get a call from a live person 2-days in advance of her scheduled deliveryItem # 2: Customer upset with delivery times Customer prefers that all deliveries are made between 8:am and 5:pmRESPONSE Apria Healthcare contacts our patients via an automated calling system on the day of their delivery to confirm a delivery time window If the time given is not convenient for the customer, they can call us to reschedule and can request a specific time window for delivery that best suits their needsDue to the fact that we deliver life-sustaining medical equipment, we do not limit our delivery hours to only 8:am to 5:pmSincerely, [redacted] Area Customer Service ManagerLittleton, CO

Patient was schedule for an appointment on December 1, for the pressure check and to be fit for a new CPAP maskThe supplies were shipped on December 1, Two attempts were made to contact patient on December 4, and one attempt on December 7, to verify the type of mask being shippedMessages were left each time for patient to call back to verifyApria makes three attempts to complete the process at which point the patient is then responsible to call backPatient can call directly at 913-981-for assistance Apria Healthcare LLC

Again, we would like to thank you for taking the opportunity to convey your concerns to us and to apologize for any miscommunication on our part that has resulted in this concern Since our last communication, we have attempted to contact you regarding the May 15, delivery of your respiratory equipmentUnfortunately, we were unable to speak with youIf you would like to speak with someone at the local facility regarding this matter please call 921- We again would like to apologize if we provided misinformed information to you Thank you again for contacting us and for allowing us to assist with your home healthcare needs Sincerely, Apria Healthcare LLC

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. [That is bt all the information was sent over 12/28. If I never called I would have never gotten a response or update from my cpap. Stop making excuses. My ipa sent all the jnformation Over in December. Get workers that speak proper English ] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I reviewed the message from Apria and am not satisfied We responded to all information requested by Apria, they dropped the ball and did not obtain payment from primary and secondary payer Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [The business must contact me via email as requestedSee attachment (April 7, 2017) for new developments.] Regards, [redacted]