Apria Healthcare

Item # 1: I was required to use Apria Healthcare to acquire medical equipment that I require for my healthThey are supposed to properly resupply parts of my equipment every three monthsI previously had a complaint with Revdex.com about them, Complaint # [redacted] , which was supposedly closed out because they “understood my issue”; however, they subsequently sent me incorrect resupply equipment that is not in fact for my medical equipment, and this was one of the issues I was having previouslyI am having a hard time being able to get anyone to address these issuesThey are even supposed to have an “after-hours” customer service number, which I called, but was told their system is being redone and they cannot do anything, they cannot even contact their local branch, so basically their customer service rep is being paid to do nothing I want someone to call me from the local branch, and make sure this is settled, and I want the correct medical equipment mailed to me and I want to make sure that I personally am not charged by my insurance companyRESPONSE: After speaking with Mrs [redacted] her concern is Apria does not know what unit she has It concerns her for our representatives to constantly ask her the model of the PAP unit she uses I assured her the information is in the notes of her account, but I also let her know our representatives have been instructed to ask what PAP unit model she has each time to make sure the correct supplies are sentMrs [redacted] has received the correct requested supplies and her faith in Apria has been restored Sincerely, [redacted] Customer Service SupervisorApria Healthcare

Item # 1: Ms [redacted] stated he was informed that all claims would be handled in an appropriate, accurate and correct manner when he received his respiratory assistance device on May 9th, from Apria Healthcare but because of incomplete and incorrect information being submitted to his insurance he received an invoice for $2, RESPONSE: We have reviewed Ms [redacted] account and confirmed that she received a respiratory assistance device and supplies on May 9th, At that time Ms [redacted] signed a Sales, Service and Rental Agreement authorizing her credit card to be placed on file for any charges not covered by the insuranceApria submitted an authorization request to [redacted] for the rental of Ms [redacted] respiratory assistance device and insurance informed us it would take days to receive the paperwork in their system and 48-hours to process On May 16, which was past the processing time we still did not have the authorization on fileWhen contacting [redacted] that day we were informed that the authorization was still pending Apria contacted [redacted] again on May 21, and was informed that the authorization for dates of service May 8, 2014- August 6, was denied as not medically necessaryWe received the clinical notes from the doctor on June 26, and a copy of the download from Ms [redacted] on June 27, On July 10, we faxed a copy of the machine download and justification of why she needs the machine to [redacted] in order for claims to be paidOn 12/18/it was confirmed by a [redacted] representative that the appeal for the claims were closed as the decision remained to deny the claims since the download was non-compliant On August 6, we converted Ms [redacted] respiratory device to a purchase amount $1,because she was not qualified for the equipmentShe is also responsible for dates of service May 9, and June 9, for the rental of the respiratory assistance device before it converted to a purchase item amount $We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] [redacted] Billing Center Quality Specialist

I still do not understand why they: Admit that their computer system indicates I cancelled my order yet they sent it anyway Their system shows that the mask was in fact send on December, yet for some reason it was not I find it hard to believe that an item this common was out of stock for such a long period of time I could not contact ANYONE from this company that could answer any question for several weeks.The level of incompetence this company maintains is staggering for a medical supply company

We have confirmed that the patient received cpap supplies June 14, The total amount billed to insurance was $191.15, however we have not received deductible back on all of the suppliesThe bill received for $included deductible of $for filters, $tubing, $nasal pillows and $for rental of cpap machine 6/27/The patient has also been billed deductible for cpap rental causing him to receive a bill of $187.99, which includes $June 27, 2016, $left for July 27, 2016, and $August 27, The water chamber was adjusted from the patients account in the amount of $on June 27, and not reflected on his billing statementOnce all payments posted the current balance due is $for July and August cpap rentalThe patient has been mailed a detailed history of billed amounts and payments madeWe believe we have taken all appropriate steps to resolve the patient’s concern Sincerely, Apria Healthcare LLC

We have confirmed that November 20, the patient had a balance of $He agreed to have $taken from his account starting December 5, for the balance due and enrolled in auto payThe insurance applied a deductible to the pending claims for March 28, through October 3, causing the balance to increase and his auto pay to run for $on December 2, The patient requested to have all payments stopped on December 4, and payment arrangement was canceled, however auto pay was still attached and charged $on December 7, The patient may provide proof that the charge from December 7, caused the overdraft to be reimbursedHis card has been removed from the system to prevent any future billingHe spoke with our representative December 7, who explained billing and offered to provide an itemized statementWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We have reviewed the patient’s account with assistance from our insurance team and confirmed an invoice was sent to collections on January 15, for date of service September 20, for the rental of the 02-concentrator oxygen equipment amounting to $This was due to non-paymentThe claims were billed to the secondary insurance [redacted] for that date of service and they covered 20% of the claim and denied 80%Therefore, the outstanding balance was billed as patient responsibilityClaims for date of service November 20, were paid by the insurance [redacted] in the amounts of $and $and they were removed from collectionsThose amounts are no longer patient responsibilityAt this time, the patient has a collection balance of $and can reach out to the insurance for additional questions in regards to the denial of this claimIf there are any corrections that are required on our part we will have our insurance team assist with the requestWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely,Apria Healthcare, LLC

Item # 1:Ms [redacted] states that the supplies were returned and she wants the account balance clearedASAP RESPONSE:As we explained in our first response, Apria is not billing Ms [redacted] [redacted] is billing Ms [redacted] and we have informed them that the supplies were returned and they are in the process of having her account balance correctedWe apologize for any inconvenience this may have caused Sincerely, [redacted] ***Billing Center Quality Specialist

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 submitted a claim in the first quarter of with the Revdex.com about a billing issue with Apria HealthcareI thought it had been resolved as of March 24, and received a letter from [redacted] from the company stating that the balance collection they had originated had been recalled and was no longer my responsibilityShe also stated that I had no open invoices or balances at that timeSince the financial issues appeared to have been resolved I re-ordered CPAP supplies from them on May 7, The total amount I owed was $359.68, which was paid on May 11, I received a bill on August 3, (dated July 16, 2015) stating that I owed the company $for the supplies purchased in MayI started getting calls from the company on August 6, threatening me with collections if I didn't pay the bill within hoursI spent several hours on the phone with them on August 7th trying to resolve this issueThey agreed that I had paid $for the supplies ordered on May and indicated that the amount was for an earlier orderWhen I reference the letter from Lee [redacted] they said they would have her call meWhile I have not received a call from her, I got another threatening call last night indicating that if I did not pay my bill within hours, my account would be put into collections.I would like the company to immediately stop making threatening robocalls to me and to adjust the $off my billOver the past year, I have spent at [redacted] hours on the phone with them dealing with billing issuesWhile I do not intend to continue to do business with this company since they obviously [redacted] be trusted, I would like to make sure that they do no ruin my credit rating because they don't know what they are doing 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 was required to use Apria Healthcare to acquire medical equipment that I require for my healthThey are supposed to properly resupply parts of my equipment every three monthsI previously had a complaint with Revdex.com about them, Complaint # [redacted] , which was supposedly closed out because they "understood my issues"; however, they subsequently sent me incorrect resupply equipment that is not in fact for my medical equipment, and this was one of the issues I was having previouslyI am having a hard time being able to get anyone to address these issuesThey are even supposed to have an "after-hours" customer service number, which I called, but was told their system is being redone and they cannot do anything, they cannot even contact their local branch, so basically their customer service rep is being paid to do nothing.I want someone to call me from the local branch, and make sure this is settled, and I want the correct medical equipment mailed to me and I want to make sure that I personally am not charged by my insurance company Regards, [redacted]

We have confirmed that the patient has an open balance for dates October 3, through January 3, and a collection balance for dates April 3, through September 3, The patient was billed for theses dates due to [redacted] denial for medical documentationThe required evaluation and testing was received dated January 13, 2016, however the advance beneficiary notice wasn’t reversed until February 29, All claims prior to testing date including collections will remain patient responsibility, an appeal have been filed or the claims are pending insurance for February 3, forwardThe patient may file an appeal with [redacted] directly for any of the billed dates as Apria was not provided with the proper documentation to do so prior January 13, We believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction Sincerely, Apria Healthcare LLC

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 with assistance from our insurance team and confirmed that a corrected claim with the correct diagnosis has been submitted to the insurance for payment The invoices placed with collections have been removed, therefore; the patient is no longer responsible for the chargesWe 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 it's merely parroting back the original complaint I made, basically repeating and/or confirming what I wroteThere is an acknowledgement of a problem and a delay with my order, along with an obligatory apologyThis is basically an empty form letter stating the obvious with absolutely no substantial new info or tangible resolution/action, other than to state the company's policies, etcI don't expect anything further from them because I know it's a waste of timeThe specific issue I originally referenced involved the delivery & pick up of a medical test ordered by my doctorI finally got the test delivered to me and only after endless delays and phone calls was I finally able to cajole them to come & pick up the completed test, almost weeks after the date they TOLD me it was scheduled to be picked upAt this point, they are responsible for getting the test to the correct place for evaluation and results which should then be forwarded to my doctorGod alone only knows if any of these final steps have been takenAt this point, I'm so fed up with the whole mess, I've washed my hands of the entire matterIf I eventually hear from my doctor re: the results, fineIf not, I'm not wasting any more time or effort worrying about itThat's how frustrating this entire ordeal has beenIt wore me down and totally defeated meThis place (Apria) used to be a very well-run business, but now it seems every time I'm forced to deal with them, it's never easy and there's always a problemSo...No, I don't accept their meaningless, form letter reply and empty apologyBut I'm done with themSo you can close the caseThey win Regards, [redacted] ***

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipment malfunctioningAfter a review of your records, we confirmed on April 6, 2017, you contacted Apria stating the respiratory equipment was not workingA delivery technician attempted to make contact to exchange the respiratory equipment, however, there was no answerDue to the late hour, the delivery technician verified with you that the exchange could be postponed until the next morningThe delivery technician confirmed the exchange of the respiratory equipment was completed on April 7, Again, we sincerely apologize for any inconveniences and/or challenges this 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

Item # 1: Ms [redacted] stated she would like Apria Healthcare to discontinue calls to her and adjust $that she is receiving a billing statement for RESPONSE: We have reviewed Ms [redacted] account and confirmed that her open balance of $has been adjusted off as of August 21st, and is no longer validWe have also submitted a request to remove her from our auto dialer system to discontinue calls to herWe 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

Re: response to message complaint # [redacted] @yahoo.com>Apr 7 at 3:10 PMTo RevDex.comDear [redacted] of BBB Thank you for helping with my complaint case # [redacted] . I received the response from the business I'm complaining about via your email. I did notclick accept or decline as another issue has developed. After my initial complaint I started some research on the internet and found that the verysame CPAP equipment is available directly from the manufacturer and other distributors in the price range of $820 to $883 including all the accessories. As stated in my original complaint Apria Healthcare has received over $900 from me and$803 from my insurance...a total of $1700 plus. Given that Apria is a distributor with the ability to purchase goods at wholesale,their estimated cost of $400 to $450 marked up to the amount they have charged me and my insurance hasgiven them an INFLATED PROFIT of more than triple the wholesale and over double the retail ofother sources.Along with all the other details of my original complaint this makes the whole Apria issue evenmore disgusting.At this point I am expecting a refund that places my purchase in the same range as offered bythe manufacturer (Resmed). With the refund I request a letter/statement confirming payment is in full and the account is totally satisfied and closed.As stated in my first report, Apria must contact me via my email. [email protected] phone calls. BBB may forward this email to Apria and add to the ongoing communications of this case.Thank you BBB for your excellent service, [redacted]

We have confirmed that the patient was sent to collections for dates of service September 20, in the amount of $144.74, November 20, $and $These claims were denied by [redacted] , however [redacted] paid $in error for September 20, This payment was recouped by [redacted] and billed as patient responsibilityThe secondary insurance paid $and $for November 20, dateThe balance of $has already been recalled and $is being recalled from collections as wellThe balance of $will remain and is patient responsibilityWe do apologize if this has caused an inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely,

Item # 1: Mrs [redacted] statesthat they have not spoken to anyone regarding an adjustment She states that she was told they could notreturn and she had to pay for supplies that they will not use Mrs [redacted] states if Apria would like torefund their payment that would be great, but she did not think that was goingto occur RESPONSE: We called and spoke to Mrs***regarding the account There had been amiscommunication regarding Mr [redacted] being contacted on April 17thand the adjustment being discussed with himWe explained to Mrs [redacted] that the March 3, claim was adjusted fromApria’s system on April 17, 2015, leaving a $balance due The payment made by [redacted] for the March3, claim is in the process of being refunded back to [redacted] , in whichthey should refund Mr [redacted] for any payments made towards the March 3, 2015claim We apologize for any inconvenience this may havecaused Sincerely, [redacted] ***Billing CenterQuality Specialist Tell us why here

We have reviewed the patient’s account with assistance from our management team and confirmed that the oxygen equipment was approved by her insurance plan [redacted] to be covered at 80%This leaves the patient responsible for a 20% copayTherefore, the billing has been corrected and a request has been submitted to refund the patient an overpayment of $which patient will receive in check formOur management team is also aware of the issues with the equipment deliveries and will use this as a training opportunity to ensure great customer service is provided going forwardWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We have reviewed the account with assistance from our insurance team and confirmed that the patient received his CPAP machine on October 5, and signed our Sales, Service and Rental Agreement acknowledging he received the equipment as a rental itemAfter review of claims billed to UHC for dates of service October 5, through November 5, for the CPAP rental and supplies received claims were denied by the insurance as being applied toward patient deductibleClaims were also submitted to UHC for dates of service January 5, through May 17, for the CPAP rental and supplies received and were also denied by the insurance as being applied toward patient deductibleThe monthly rental cost for the CPAP unit under UHC contract rate is $The equipment rental duration was changed in the system in error but has now been corrected to rent for only months An adjustment was entered for the supplies patient stated he did not request and returned them The account does not reflect a refund due as payments made by him were applied toward his deductiblePatient can reach out to his insurance for assistance regarding the denial of the claimsWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC