Apria Healthcare

We have confirmed that an authorization was received from the patient’s insurance July 21, 2016 and she received her cpap July 26, 2016. The patient placed an order for supplies November 30, 2016 and was advised of copayment due and the possibility of any unmet responsibility such as deductible.... The order was processed after obtaining an authorization and can take up to three to five business days. The bill date is the day the order is shipped not placed, therefore the patient was billed the correct date of December 7, 2016. The patient returned the supplies March 3, 2017 and a refund check was requested for the purchase amount. The patient will be responsible for paying $680.21 if she receives the funds back from her bank due to the dispute, as she would be refunded twice. We believe that all appropriate steps have been taken to resolve this issue. Sincerely, Apria Healthcare, LLC.

ITEM # 1: Mr [redacted] states that he does not believe that he owes any money for failure to give him current and correct information regarding his insurance billingHe states that he does not understand why he was sent more than the allotted month supplies at a timeMr [redacted] states that his credit card was charged in the amount of $60.50, which he disputed with his credit card company and then Apria refunded him by check in the amount of $and he does not understand why he would receive a refund if he owed $RESPONSE: We have reviewed Mr [redacted] ’s account and found he received a CPAP unit and supplies on July 7, Apria verified Mr [redacted] ’s insurance with Tricare and received authorization number [redacted] to submit the claims for the rental of the CPAP unit and the sale of the supplies through September Mr [redacted] , placed his credit card on file to be charged for any amounts not covered by his insuranceWhen Mr [redacted] called in to order additional supplies, the supplies were shipped and no payment requested from Mr [redacted] per the insurance verification the supplies were to have been covered at 100%Apria received denials from Tricare and resubmitted the claims on behalf of Mr [redacted] to try and obtain payment for the CPAP rentals and suppliesHowever, Triccare sent a second denial for the submitted claims stating that all appeals should be directed to Military Medical Support Office by the beneficiaryThe July 7, claims were paid at 100%, however the following months were deniedOn November 7, 2014, we spoke to Mr [redacted] regarding his open balance and he stated to us for the first time in our records that he did not know if he had VA or notWe requested that he confirm his correct insurance and let us knowOn December 4, 2014, Apria charged Mr [redacted] ’s credit card on file for $for supplies that were ordered on September 10, 2014, after we had received the denialMr [redacted] contacted Apria on December 19, and stated that he had VA insurance and should not have been billed and his credit card should not have been chargedThe Apria representative reversed Mr [redacted] ’s payment of $and started the process to have the amount refundedApria started the process of verifying insurance coverage with the VA, in which we were transferred around and was then informed they were closed in observance of the HolidayOn December 30, we spoke with the VA who stated that the DME has to go through them, the claims can be submitted, in which they will deny and the patient will have to appealMr [redacted] ’s open balance as of today is $795.90, he can file an appeal with his insurance on his behalfOnce the unpaid invoice’s become days old they will refer to collections as Mr [redacted] ’s responsibilityWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] Billing Center Quality Specialist

ITEM # 1: reviewMr [redacted] requests a refund in the amount of $that was charged to his credit card, when he has primary and secondary insurance coverage.RESPONSE We have reviewed MrS [redacted] ’s account and found that a refund in the amount of $was started on November 19, We have inactivated MrS [redacted] ’s credit card, so no future charges will be appliedWe apologize for any inconvenience this may have caused.Sincerely, [redacted] ***Billing Center Quality Specialist

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 concern After another review of your account and speaking with the [redacted] Manager of your local facility, we confirmed that on July 6, you spoke with one of our Licensed Respiratory TherapistDuring that conversation, your questions were answered and you were informed of our policy regarding the location of your residence 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

We have reviewed the patients account and confirmed that the account reflects an open balance of $for date of service October 29, for durable medical equipment that was denied by her insurance as being applied to her deductibleWe will update the account to reflect that the payment has already been made and is pending to be applied to our system and to discontinue the phone callsWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing 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 [Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] As of 3-19-16, I have not received information from Apria indicating where my payments have been applied to my account Regards, [redacted]

After review of the account, we were able to confirm that the equipment previously provided has been returned and the outstanding balance showing due will also be removedWe are showing that the Breast Pump provided was converted to a purchase back on December 1st due to the extension mentioned through December 28th was not received and the equipment was not returned at that timeWe will be contacting BC Services to inform them of this error and will remove any balances showing dueWe apologize for the inconvenience this has caused 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 Regards, [redacted]

We would like to take this opportunity to thank you again for taking the time to convey your continued concerns to us and to apologize for any miscommunication on our part that have resulted in your complaint After another review of your records, we have confirmed with our Sleep Management Center supervisor that you have been removed from any further communication from Apria including, telephonically, texting, email and postal mail We again 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 Regards, [redacted] ***this machine is barely a year old when it stoped working My doctor wrote on the precription that I needed a machine in working orderI believe they sold me an outdated machineApria needs to work this issue out with their manufacturer and replace my machine in fully working order as my doctor prescribed Apria had an F rating with the Revdex.com They need to do what is right with their customer and she back the damaged machines to their supplier

We have confirmed that the patient received cpap supplies September 06, 2016. He received the incorrect humidifier chamber and filters, which was replaced September 12, 2016 at no cost. The patient was billed for supplies received September 6, 2016 and for the rental of a bipap machine. The payment... made on his account is still pending and will not be refunded once received, as all charges are valid. An itemized statement has been mailed to the patient and billing will continue as long as he has rental equipment. We take all feedback in consideration, which will aid in better serving our customers and apologize for any inconvenience. 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 Regards, [redacted] Apria has still not contacted me about thisAlso They have never addressed why I was told when picking up machine that supplies that would be covered at no cost for RENTAL period were no longer covered after first few monthsYes I would like my overpayment,but this company has a long way to make a satisfied customerI also plan to complain to my insurance for doing business with them

This company has contacted me and they have fixed the issueThanks! 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]

We have reviewed the patients account and it has been determined the balances which are currently being billed to the patient and balances paid by his insurance are valid balances and will remain on the accountThe patient received a CPAP unit from Apria Healthcare in July This CPAP unit purchase was authorized by the patient’s insurance of [redacted] In February the patient contacted Apria stating his machine was not properly working and was brokenHe attempted to get a warranty replacement machine in [redacted] , **Unfortunately our records do not indicate the patient received a CPAP unit at this location but instead per our documentation signed by the patient on 2/12/the patient received a CPAP recheck at no charge and received CPAP supplies (we are happy to provide a copy of this patient signed document upon request) at his home branch in [redacted] **The patient’s spouse contacted Apria again in July asking for a home visit for a PAP recheck, per our records the patient’s spouse was advised at this time the CPAP unit was no longer under warranty and if a new machine is needed Apria would need to request an authorization from [redacted] In late July the recheck was completed and it was determined the patient would need a new CPAP unitThe patient’s insurance contacted Apria in late August stating they were putting in the authorization for the replacement CPAP unitThe patient’s CPAP unit was sent via [redacted] with a tracking number provided for proof of deliveryOur contracts with [redacted] provide the patient’s with an extended Warranty of 4years for their CPAP unitThis year extended warranty is based on the original purchase date, which in this case would be July 2011.If the patient had received a warranty replacement CPAP unit the extended warranty would not start over because it is based on the original purchase dateWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

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 First off, the response was in reference to a Ms [redacted] This person is in no way associated with me nor is the amount that was outlined in the response even close.Secondly, I called Apria regarding this matter, againThis time it was a 3-way call with Care Centrix, Apria and myselfThe Apria representative lied and told us that the pulsox would never be purchasedShe then hung up on usThe representative from Care Centrix apologized to me because he was also astonished with the way the representative from Apria behaved on the phone Regards, [redacted]

We have dealt with this company over the past year and have had to make several calls to customer service Hold times are excessive and they are not interested in resolving issues to your satisfactionThis company's representative at their location in Muncie told me when we purchased a CPAP machine that we had to pay a $dollar copay then three monthly payments of $I looked at my account months later and they were still charging my credit card! I called customer service and was transferred several times and on hold for long periods I was finally told, they don't know who said it would be for three months but that wasn't correctThey also told me since our insurance changed, the terms started over and they had billed the new insurance for hundreds of dollars after the previous insurance had already paid them! I work in the health care field and I frequently hear complaints from patients that have to deal with them Save yourself a lot of frustration by finding another provider!

We would like to apologize for the level of customer service you recently experienced regarding your uncles Durable Medical Equipment (DME) request. After a review of his records, we have confirmed the request to assist with moving the equipment was originally scheduled for January 12, 2018. For... safety reasons, it is Apria’s policy to move / relocate the equipment only from one location to another. The request to move the durable medical equipment was rescheduled and completed on January 22, 2018. Again, we sincerely apologize for any inconveniences or challenges this issued may have caused. We greatly appreciate you for taking the time to bring your concerns to our attention. We 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

Item # 1:Mr [redacted] states that he has two insurance plans and has been told in the past that he has no charges for his Apria equipmentMr [redacted] request that we prevent his account from being sent to collections & remove any previous invoices that have been forwardedMr [redacted] has also requested a specific contact to directly work with him to see that the account has been corrected.In conclusion, Mr [redacted] asks that all contact with him will cease regarding new business RESPONSE:After full review of Mr***’s account, It was confirmed that Mr [redacted] contactedApria [redacted] on June 20, to inform of his new insurance coverage.When Mr***’s insurance with [redacted] was verified, we were informed that he also had other commercial insuranceApria [redacted] is taking the steps to correctMr***’s accountIn regards to Mr***’s account, at this time there is no open balanceAll balances are currently pending with Mr***’s [redacted] planApria [redacted] has also removed the telephone numbers on file from all dialers to cease any future calls being placed to Mr*** We 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 Account Resolution Team Lead

Item # 1: Patient stated she asked Apria Healthcare if her oxygen was covered under her new insurance and was assured it was covered but six months later she has received a bill indicating she is responsible for the charges.RESPONSE: We have reviewed patient account and confirmed that the open balance of $was removed from patient responsibility and has been sent to our insurance department in order for claims to be submitted to [redacted] Plan for paymentAt this time patient would need to allow time for claims to be reprocessed for payment statusWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

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] ***yes I have receive the breast pump now thank you BBB, for speeding the process after a long 4 month wait.