Apria Healthcare

We have confirmed that the patient is being billed maintenance once every six months for her Cpap under Aetna’s contract agreementShe would have to notify Apria Healthcare of any service or maintenance needed to her machineWe do not bill by usage but by possessionThe Cpap has been placed in a pistatus and the maintenance charge will discontinue once the machine is returned, however she will be responsible for any balances generated during the time she had the equipmentWe believe all appropriate steps have been taken to resolve this issue 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 continued concernsAfter another review of your records, we have confirmed that the continued delay in processing the order was due to a change in the insurance providerAs stated previously during the last week of December 2017, the organization experienced issues with our computer systems which further the delay in processing the orders until after 1/1/18, when the initial insurance provider was no longer active Again, we sincerely apologize for any inconveniences or challenges this issued may have caused Sincerely, Apria Healthcare LLC

ITEM # 1: Mr [redacted] states that the issue is not resolved until he receives his refund checkRESPONSE: We issued Mr [redacted] a refund check [redacted] in the amount of $on December 24, to the address on fileIf Mr [redacted] has still not received his refund check we request that he contact us to research the missing checkWe apologize for any inconvenience this may have causedSincerely, [redacted] Billing Center Quality Specialist

ITEM # 1: Customer’s Statement of the Problem: To Whom It May Concern: I am extremely unhappy with the “service: that Apria Healthcare provides. Each time I order a specific supply, the company sends a slew of additional items and charges our insurance company. I have called Apria many times to... clear up these issues. I am told it will be handled and it is not. Recently my doctor’s office ordered me a new mask which I received. However, Apria sent an additional box with hose, filters, etc. I called the customer service department 2 weeks ago and was told I would receive a call with a “call tag” information to return these items. Of course nobody has called and I am not surprised. Today I was notified by [redacted] that Apria billed US $271.46 for the recent supplies. The mask was only $144.17 of this charge. [redacted] APRIA ACCOUNT # [redacted] ***. Complaint Product/Service: Mask Purchase Date: 5/1/2015 Problem Occurred: 5/10/2015 Model: Account Number: ACCOUNT # [redacted] Order Number: Talked to Company: 5/12/2015 Purchase Price: $144.17 Disputed Amount: $127.2 RESPONSE: A refund was requested on 05/14/2015 which can take up to 15 days for processing. The items were disposed of by Ms. [redacted] at the request of Apria. Ms. [redacted] ’s account has been closed. Sincerely, [redacted] Supervisor Sleep Management Center Apria Healthcare

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 We have had no further services from [redacted] and after agreeing to drop unfounded charges(thanks to you) they started billing us again and sent our account to collection once againPlease advise how to go forward Just spoke to my insurance company and when they ( [redacted] )called them on 5/25/they requested information that has never been sent.Thank you [redacted] ***

Item # 1: Customer states Apria’s wait times to schedule an appointment for delivery need to be under minutes 90% of the time.RESPONSEApria Healthcare contacts our patients via an automated calling system on the day of their delivery to confirm a delivery time windowIf 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 needsMs [redacted] ’s suggestions for our service levels are recognizedApria has made several recent enhancements to our phone system, which include an automated system for checking delivery times and rescheduling appointments to reduce long hold times.Sincerely, [redacted] Area Customer Service ManagerLittleton, CO

We would like to apologize for the level of Customer Service you recently experienced regarding your spouse’s respiratory equipmentAfter a review of her records, we confirmed that on July 6, you spoke with the Licensed Respiratory Therapist to discuss your concernsAlso, we confirmed that you went into the local Apria facility and obtained the needed respiratory supplies Again, we sincerely apologize for any inconvenience or challenges this issued causedWe 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 would like to apologize for the level of customer service you recently experienced regarding your purchase from ApriaDirect.comWe have reviewed your account and confirmed that due to your dissatisfaction with the product, we have refunded your accountIn addition, a complimentary replacement of the product was shipped to you on November 20, Again, we sincerely apologize for any inconveniences or challenges this issue may have 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: Mr [redacted] states he is being charged for a mask that he received from [redacted] Sleep lab that he was not informed he would have to pay forHs states he is receiving threatening collection calls and statementsMr [redacted] is requesting for the calls to stop and wants a letter stating that he owes nothingRESPONSE: We have reviewed Mr [redacted] ’s account and found that he received a CPAP unit and mask on July 21, Mr [redacted] signed the Sales Service and Rental Agreement and provided his card for the charges dueApria charged Mr [redacted] ’s credit card $for the sale of the CPAP unit and maskThe charge of $for the mask was recouped by the credit card company on October 8, 2014, leaving Mr [redacted] ’s balance $As a courtesy for the misunderstanding we have removed the charge of $from Mr [redacted] ’s account as of today, leaving him a $balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] ***Billing Center Quality Specialist

Terminate supervisor, [redacted] Rodriguez, or retrain himAnd/or give him a written warningAlso, I would like to hear from the CEO and apologize No wonder they have a D rating at Revdex.com

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 Unfortunately, it appears that Supplier makes no effort to address Complainant's concerns as described in the original complaint; ensuring customer satisfaction and accurate billing cannot be accomplished by merely offering an apology for "miscommunication".It is the opinion of Complainant that the response provided by Supplier indicates an overall "policy" tone; and, does nothing more than regurgitate general information likely obtained from a high-level review of Complainant's account as maintained by Supplier's filing system.Complainant respectfully requests Supplier to review the original complaint again with careful and diligent attention given to the negligent conduct performed throughout on Supplier's behalf; otherwise, Complainant respectfully requests Supplier to adjust Complainant's account for the full amount of the medical equipment provided Regards, [redacted] ***

Apria has explained to Ms [redacted] that Apria is not billing her, she is being billed by [redacted] , and they are a third party administrator for [redacted] InsuranceMs [redacted] needs to contact [redacted] to address the issue, are her insurance ***

We have reviewed patient's account and confirmed that she received her breast pump provided by Apria on May 1st, Patient signed the Sales, Service and Rental Agreement acknowledging she received the equipment and also authorizing her credit card to be placed on file for any charges not covered by the insurancePatient's [redacted] Plan only authorized the use of the breast pump for one month at a time and on June 1st, patient called to have an extension for the use of the pump and was informed by customer service that we need an extension from [redacted] and the doctorPatient called on June 4th, to inform us that the doctorsent in an extension for the breast and was informed that the information was still not on fileThe equipment use was extended for another month from June 8th, 2015-June 30th, Patient called our office requesting the equipment not to be picked up and was informed the last extension order we received was for June 8th, 2015-June 30, and that she would have to make contact with her doctor We received another authorization until July 31st, Patient was informed that [redacted] only authorizes the breast pump for a month at a time and because the equipment was not returned and no additional authorization was received the equipment was converted to a purchase as of September 18th, The amount of $was charged to patient credit card that was authorized to be placed on fileWe 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 resolvedOnce I receive the report, then I will make payment Regards, [redacted]

We have reviewed the patients account and confirmed that he received the durable medical equipment on April 25, 2016, and at the time of initial setup, he provided his credit card informationThe credit card was placed on file but was not attached to automatically bill as recurring for services not covered by the insuranceTherefore, due to non-payment the invoices automatically rolled to collections after being outstanding for nine monthsThe invoices are now placed with State Collections amount $and they can be reached at for payment optionsOnce payment is made, they can provide the patient with a letter as confirmation that the information has been removed from his credit report is applicableWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

ITEM # 1: Complaint Involves: Selling Practices Customer’s statement of the problem: I received a call from Apria automated sales lineI selected the option NOT to contact me againI received another callAgain, I selected the option NOT to be contacted againSince then I have received phone calls in the past daysThis must stop!! RESPONSE: Ms [redacted] was contacted times from May 20, to August 18, This happened every daysof those times Ms [redacted] opted-out to no longer receive the IVR callsMs [redacted] has been removed from the IVR as of August and will no longer receive these callsCompensation will not be provided as the patient chose to be placed on the IVR ordering systemSincerely, [redacted] Customer Service Supervisor Apria Healthcare

We have reviewed the patients account and confirmed that all payments received by him have been applied to his accountThe last payment that reflects being applied to his account was November 30, 2017, therefore may not reflect payments that were recently madeWe reached out to the patient’s spouse and provided a direct contact to assist with reviewing payments made and to assist with other issues that may require assistanceWe 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 Yes Apria did tell me that I would be responsible for any deductible and out of pocket expenses, it was at that point I told them I would not be placing the order if the supplies were not covered 100%As a customer who stated that the order would and should not be placed unless it was covered at 100%, it does seem that a mistake was made here however, it is not on my partThis would not be allowed to happen in any other industry, I was told once price and am being charged another Is there a record of how many instances this same "miscommunication" has occurred with other customers? This is not acceptableRegards, [redacted]

We have reviewed patient account and confirmed that on October 27, an adjustment was entered for the item he received and he was advised to discard or donate the item and would not have to return itA payment reversal was completed and also a request was entered on October 27, to refund his insurance [redacted] for payment made for the itemWe do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing

Item # 1: Customer’s Statement of the Problem: A C-pap mask was ordered for me by my doctorIt was delivered while I was in the hospital and was returned to the sender Apria HealthcareWhen I inquired about the mask, I was told it was deliveredWhen I insisted it had not been delivered I was told they had to investigate and then they would get back to meThey have not responded to me and [redacted] has paid in full for this itemBeing without this item puts my health at risk RESPONSEMrs [redacted] PAP supplies were shipped on 02/24/They arrived to her home on 02/26/They were signed for by [redacted] Initially the supplies were delivered to the hospital signed for by [redacted] , but were not able to be locatedThe items were then somehow returned to ApriaMrs [redacted] account was creditedMrs[redacted] does have the requested supplies Sincerely, [redacted] Customer Service SupervisorApria Healthcare