Apria Healthcare

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.**However, my insurance company has not alerted me to a credit being issued Today is 6/12/and the credit was issued 5/14/which is days I will have to believe that the credit will be issued Regards, [redacted]

We have reviewed patient’s account and confirmed that a statement was generated and sent to patient’s address we had on file in We received no return information that the address was incorrectThe statement amount was $for date of service May 18th, for the monthly rental of patient breast pumpThe invoice was sent to collections on February 14th, due to non-payment from [redacted] and the patient Patient can work with collections to pay the remaining balance that is due and at this time her Apria account reflects a zero balance and currently no claims pending with the insuranceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare LLC

Item # 1: Mr [redacted] daughter stated she approved a charge of $to her debit card for a bath bench for Mr [redacted] She stated she was double charged and contacted Apria and was put on an excessive hold timeAfter speaking with a representative it was confirmed that patient account did not reflect the overpayment at that timeShe requested to speak with a supervisor to receive the credit but was informed there was not one available RESPONSE: We have reviewed Mr [redacted] account and confirmed he received a bath bench on 4/21/and his daughter approved a payment by credit card for amount of $and payment was processed on 5/22/The credit card was processed twice for $in error and when Mr [redacted] daughter contacted our office and spoke with our representative she informed them the payment has cleared her accountAt that time it had not posted to our system because we actually have to receive payment from them before it is applied to our system The payment posted to our system on June 2th, and the refund was requested to be sent out to Mr [redacted] in check formAt this time our management team is aware of the excessive hold times that we are experiencing and have implemented some changesWe will also use this as a training opportunity regarding the assistance that was provided so that we can provide better customer service to youWe do apologize for the inconvenience that this has caused Sincerely, [redacted] [redacted] Billing Center Quality Specialist

We have confirmed that the patient has been billed for service dates August 28, and December 7, for cpap suppliesThe patient’s insurance denied the claims due to authorization was not obtained Per directive it is our policy to bill the patient for this denial, however the contract with the insurance is in review and Apria Healthcare has requested a review of her account as well to see if an adjustment can be madeUpon review the patient will be notified by Apria HealthcareThe patient isn’t set for auto shipping of supplies, a form must be filled out in order to receive supplies automatically and she requested this form April 12, previous orders have been made by phoneThe patient called January 11, to place an order for new style of mask and was informed that she was not eligible at that timeUnfortunately we can’t give the patient a direct number to a customer service representative due to being a call center and calls are answered in order receivedWe do apologize if this is an inconvenience Sincerely, Apria Healthcare LLC

Apria strives to meet all customer needs and requirements, in most cases we are able to provide a timely resolution which is agreeable by both Apria Healthcare and the customer Due to the strict guidelines we are required to adhere to in order to meet insurance qualification standards and regulations your order did require follow up time to obtain the necessary documentation and approvals Apria was able to obtain the necessary documentation and approvals required by the insurance on behalf of the customer, however, due to outstanding unpaid balances on the customer’s existing account we were unable to proceed with the additional service request until the account was resolved The customer declined the options provided in order to resolve their outstanding financial responsibility Unfortunately, due to the unresolved outstanding balance on the customer’s account we have been unable come to a mutual agreement which would allow us to move forward with providing further servicesPlease call 492-if you would like to proceed with the orderWe do apologize for this inconvenience

Item# 1:Mr[redacted] states that his credit card was charged $on September 24th RESPONSE:We called and discussed the account with Mr [redacted] and he hadreviewed his records and found that the charge of $did not processHestated that he paid the open balance due to collectionsI told him I wouldfollow up on the pending adjustment balance of$for the humidifier that was booked twiceSincerely, [redacted] Billing Center Quality Specialist

Hi [redacted] The below response has nothing to do with the new issue that I have with ApriaWhile their customer service continues to be awful, my main concern is the fact that I have been paying over $a month for a CPAP machine that my insurance says is 100% coveredThe previous complaint (3/2017) had to do with customer service and billing which is different than my current complaintMy current issue is - I would like my $refunded for payments I made from January until June, I'm not sure what those payments were for, Apria was never able to tell me either by phone or in writingPlease contact me if you need additional informationThank you very much for your assistance with this matter Sincerely, [redacted]

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: The patients father states that they were discharged from the hospital on January 18, with a portable oxygen tank which lasts days on the current liter flow when they arrived home they contacted Apria Healthcare to notify the company that they had arrived home and that they were ready for the home set up while they were on the phone a representative from Apria contacted the family as well to confirm they were home and they would receive their delivery that eveningThe next day the family contacted Apria that no delivery was made and the representative could not locate the patient in the system we were told that we would get a delivery that afternoon and again we called since no one had showed up the technician finally arrived at the home at 8:PM with the oxygen and was told that the tank that he delivered would last weeks based on the patients liter flowdays later the tank that was delivered was half empty and had to make another call to have a technician come out and deliver a new tankThe technician that came to our home exchanged the tank and said that the tank was set up improperly I am hoping that we are not charged for any fees for Apria’s errorOn January 30, our pediatrician order an Otest to be performed but we had not heard from Apria so we called and spoke to the representative who said we would be getting it on Monday that never happened until Tuesday February 3, RESPONSE After looking into the details of this account I have reached out to [redacted] and have left a couple of messages on his Cell Phone with no return call back starting on 2/6/at 2:49pm and 2/11/at 11:14am Sincerely, [redacted] Branch Manager Denver, Co

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] I am rejecting this nonsense of an excuse because they wouldnt have told me that I was approved in the first place!in fact we would have never accepted the machine unless we were approved because we simply could not afford the $monthly so this excuse is alot of nonsense!

We have reviewed the patient’s account and confirmed that the necessary corrections have been made to his account as previously stated and corrected in order to bill the claims correctly going forward. Claims for November 11, 2016 were placed back under the insurance and removed from patient responsibility. At this time, the patient’s account reflects a deducible and copay balance of $134.96 for dates of service February 2, 2017($130.81) and February 11, 2017($4.15) for the monthly rental of his oxygen equipment. We have created a detailed itemized statement for patient’s review. It was sent to the address we have on file. Our system does reflect that you have made payment for invoices for January 2017 therefore there are no outstanding invoices for that date of service. At this time, there are no claims in collections therefore, there is no negative activity that will reflect on your credit. Your open balance currently is $134.96 with a claim currently pending payment from the insurance for date of service February 11, 2017 amount ($37.31) for your oxygen gas home system. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely, Apria Healthcare, LLC.

Re: Apria Healthcare Inc.: [redacted] Revdex.com Complaint ID#: [redacted] Dear [redacted] :This letter is in response to the complaint referenced above submitted by [redacted] to theRevdex.comWe apologize for any miscommunication on our part that may haveresulted in this complaintBelow is a brief description of the complaint matter and our response.Item # 1: [redacted] stated that documentation has been provided to Apria Healthcare to bill [redacted] butshe continue to receive letters and calls stating we do not have the information.RESPONSE:We have reviewed [redacted] account and confirmed that we have the face to faceclinical notes and testing on file from the doctor required to bill [redacted] We havesubmitted claims to [redacted] for payment and currently pending payment from them andthere is no patient responsibility at this timeThe phone calls and letters to [redacted] willdiscontinue now that we have the correct information on fileWe do apologize for themiscommunication as our goal is to ensure customer satisfaction as well as accuratebilling.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 Refund has not been received Regards, [redacted]

ITEM # 1: Mr [redacted] is requesting to be refunded $that was charged to his credit cardHe states that Apria did not send the correct paperwork to his insurance EmpireHe would also like to be compensated for his time and lack of assistance in trying to resolve this issue.RESPONSE We have reviewed Mr [redacted] ’s account and found that Apria received an order on December 6, for oxygen to be bled into his BIPAP machineMr [redacted] informed Apria of his insurance with Empire Blue Cross Blue Shield (BCBS) and stated that he did not want to be set up until January 3, 2014, because he was moving from New York to FloridaWe spoke with Mr [redacted] on December 24, regarding his BCBS coverageWe informed him that when we verified his insurance, it was showing to term on December 31, Mr [redacted] stated that his coverage would be the same in 2014; it’s just the end of the fiscal year for the companyHe confirmed that he wanted to be set up with the concentrator on January 3, Apria faxed BCBS an authorization request on December 24, for the concentratorWe verified Mr [redacted] ’s insurance coverage on January 2, which showed effective date of January 1, On January 4, 2014, we spoke with Mr [redacted] regarding the set up for the concentrator and we informed him that we were waiting on the authorization from BCBSOn January 6, Mr [redacted] called and stated that he had spoken to BCBS and had the authorization number of 1087469, effective – Apria set Mr [redacted] up with the concentrator and he singed the Sales Service and Rental Agreement in which he provided his credit card number for any amounts not covered by BCBSOn March 11, 2014, the pending claims were reviewed and per BCBS Florida guidelines the claims needed to be mailed to Care Centrix and they were sent to Empire BCBSApria resubmitted the claims on April 11, to Care Centrix, which processed the BCBS FL claims per their insurance contractApria received a denial on April 30, for the January – April claims and referred the open balance of $as Mr [redacted] ’s responsibilityBecause Mr [redacted] had placed his credit card on file at set up to charge any amounts not covered by insurance, his credit card was charged $On May 7, 2014, Mr [redacted] called to inquire why his credit card was charge $Apria informed him of the denial and the recurring credit card that he had placed on file at set upApria received a call from Empire BCBS on September 25, regarding the January – April claimsMary with BCBS stated that the claims should be submitted to P.OBox Jacksonville FL Apria submitted the claims to BCBS at the Jacksonville address on October 21, Apria has inactivated Mr [redacted] ’s credit card from the system so there will be no other chargesWe have resubmitted the claim once more and are in process of awaiting the insurance responseWe apologize for any inconvenience this may have causedSincerely, [redacted] ***Billing Center Quality Specialist

RESPONSE: During my initial conversation with Ms [redacted] , I provided her with my direct number to contact me with any questions and concerns that she had and I responded to all of her calls and correspondence that was addressed to meAll of her calls to our customer service department were documented and every effort was made by them to resolve her issues Each visit made by our technicians was in effort to resolving Ms [redacted] ’s issue and there were some discrepancies in what the problem truly wasThe power cord in question comes in two sections and since either one or both parts were faulty, more than one visit was neededThe difference between the portable concentrator that was offered to Ms [redacted] and what she requested is poundsWhen she advised us that the extra size and weight was too heavy and bulk, we continued to find resolution for herThe delay in any resolution with this matter was because of the limited availability of the requested product and accessoriesMs [redacted] was advised of this when we initially accommodated her requestThough resolution wasn’t expedient as either party would have liked, all efforts were made to assist Ms [redacted] Sincerely, [redacted] Branch Manager Brooklyn NY

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 continued concernsAfter another review of your records, we have confirmed that the prescribing physician submitted ALL the documentation required by the insurance provider on January 26, The customer service agent then made several attempts to contacted you (2/1/2018, 2/2/and 2/4/2018)Also, we verified that on February 15, you received the respiratory equipment and supplies Again, we sincerely apologize for any inconveniences or challenges this issued may have caused Sincerely, Apria Healthcare LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , where they try to mislead the Revdex.com by indicating completely dates.The APRIA Healthcare is trying to mislead the origin of the complain by indicating datesThis is the real timeline:06/26/2015: Initial Order was sent by FAX 06/26/2015: Called customer support of Apria to make sure Fax was received and Apria was going to order the PumpDuring that call I very specifically mentioned that we were in a hurry, specially because Fourth of July was coming and that might delay their operationsAt this time the pump was promissed for July 2nd.06/29/2015: Called again Apria Healthcare Bakersfield to check statusAt that point I was informed again that pump would arrive June 2nd06/30/2015: Called again Apria Healthcare Bakersfield to check statusAt that point I was informed again that pump would arrive June 2nd07/02/2015: Called Apria, informed that pump was not going to arrive that dayPROMISED AGAIN FOR JULY the 6th07/06/2015: Called Apria and I was informed that pump was not going to arraive the 6th and that it will arrive now the 8thTHIS DAY SEVERAL CALLS WERE MADE TO FIND AN AMICABLE SOLUTIONNO ONE WANTED TO RESPOND TO MY INQUIRES WITH A SOLUTIONASKED FOR MANAGER OF CUSTOMER SUPPORT AND I WAS DENIED TALKING WITH ANYONE WITH RESPONSIBILITY IN CUSTOMER SUPPORTAt this time and seeing not response on any of the customer phone numbers an email was sent with the only solution we would accept.Note that the email were sent to all listed customer support email addresses ( [redacted] , [redacted] ) including the current president of APRIA HEALTHCARE and we were completely ignored [redacted] July 6, 2015Apria HealthcarePatient Satisfaction [redacted] *** Dear Apria Healthcare Re: [redacted] ***, DOB [redacted] On June 26, I submitted all the required paperwork to request a doctor prescribed electric breast pump for [redacted] whom had a scheduled C-section on July 2nd On following calls on the same June 26, we were promised a MQDrive Medical GentleFeed Dual Channel Breast Pump to be picked up in the ApriaHealthcare Bakersfield office on the same day of the scheduled C-section on July 2nd Unfortunately, the pickup date has been slipping every time I call customer support, being the new scheduled pickup date for Wednesday July 8thAll these delays only show a disrespectful lack of urgency and total disrespect on the pain and suffering of someone that just had a major surgery and required the mentioned items on the same day of the surgeryThe response of Apria Healthcare is totally unacceptable and as of this moment the only resolution I will accept for this is an immediate delivery of a medical grade breast pump by tomorrow July 7, in the morning on my residence at the address aboveI look forward to your reply and a resolution to my problem as specified in the paragraph above before the end of the day tomorrow July 7, before seeking help from a consumer protection agency, Revdex.com and [redacted] We never received answer to our requests or to this emailOn July 7, in the afternoon I had to purchase an equivalent pump from a chain store.Again Apria Healthcare has a complete disregard of patients and their pain and sufferingTheir customer support never responds to customer unless things are taken to higher authorities like the Revdex.com Regards, [redacted]

RESPONSE: We have reviewed Ms [redacted] account and confirmed that she received oxygen equipment from Apria on August 6th, For dates of services August 6th, through January 6th, monthly rentals an adjustment was entered because we were missing the testing and the initial face to face clinical notes For dates of services February 6th, through April 6th, we still did not have the testing and initial face to face clinical notes on fileTherefore claims were denied payment from Medicare and Ms [redacted] was billed for the monthly rental for those dates of services and her credit was charged in the amount of $due to non-payment from Medicare I have mailed a detailed itemized statement of the billing to Ms [redacted] address we have on file as requestedWe 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

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 receive the letter crafted by the Apria attorneyThe letter is nothing more than a timeline based on the facts which are most favorable to them They in no way reflect a true and complete summary of what transpired In addition, while Apria has put forth an apology for poor customer service - I would like to emphasize that this company was solely responsible for managing medical equipment I needed to properly breath at night This is not [redacted] or [redacted] where poor service is an inconvenience This business has a higher standard based on the mere clientele that they are specifically set up to serve Finally, since filing with the Revdex.com, this company told me I had to sign a document to return my equipment (an insurance requirement to get a new machine The contract was full of outright lies I refused to sign it (I have a copy) and just returned the equipment I say this to demonstrate the level of deceit this company is comfortable employing I am an attorney so I knew I did not need to sign Not all Apria clients have this legal training and Apria exploits that to their benefit as well Regards, [redacted]

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] ***Also to inform you that I do have a copy of the sales agreement, however, the section inteferance to the credit card, that part I did not signSo, if they have a copy like they inform you that they do...how come they said I signed it and I did notMy signature is not on that section of the agreement because I told the representative at the time that I was not signing that part of the agreement and I did notI will certainly wait to see if they will reimburse me for the extra charges with no explanation and the overdraft feesThank you for you helpMuch appreciated[redacted] ***