Apria Healthcare

We have reviewed the patients account and we have determined that the amounts charged for the June 9, date of service to the patient were applied to her deductible by her insurance on 11/5/These charges were for the rental of her CPAP unit along with the purchase of her CPAP humidifierWe have mailed this information in addition to the itemized statement, we have included a copy of her explanation of benefits which was obtained via her insurance website as proof of the applied deductible amountIf this information is not received in a timely manner, we ask that she give us a call (866) 505-to request this information againBecause we are able to verify these amounts were applied to the patient’s deductible, and valid charges to her credit/debit card via the permission given on the sales service and rental agreement, unfortunately we will not be able to honor the request for a refund at this timeWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

RESPONSE Apria does not reimburse for items purchased from other suppliers Due to my inattention to detail, misspelling [redacted] ***s’ name in the original response, I will be happy to personally send him a check for the hemi walker purchased from [redacted] I do not see in either communication the amount of the [redacted] purchase; there are multiple hemi-walkers available on the [redacted] site Sincerely, [redacted] VP – CCC Great Lakes

We have confirmed that the patient received cpap supplies for dates October 9, and October 12, in which the insurance applied their annual deductible and didn’t pay on the claimsThe explanation of benefits reflected the patient owed $for October 12, and $for October 09, The patient was refunded $for over payment on the accountThe patient received a billing statement with a balance of $from October 9, date in which the insurance confirmed that amount was not included as part of the deductibleThe balance of $has been placed back under insurance to be resubmitted and the patient has no balance dueThe account has been corrected and the patient has been sent a letter of apology 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 resolutionThe company only sent my dad one check, NOT the entire amount they owed him] Regards, [redacted] ***

After review of the account, we were able to confirm that due to the agreement with United HealthCare, payment of the supplies requested/ordered must be provided before those items are shippedWe are able to accept other forms of payment however, this must be done prior to those items being sent We apologize for any miscommunication or inconvenience this has caused Sincerely, Apria Healthcare, LLC

The patient signed a Sales Service and Rental Agreement authorizing the credit card to be billed for copays, deductibles, and noncovered chargesThis is why the credit card was automatically billed We do apologize for the issue logging into the website There is a forgot password, link, however you would need to have the reference code written down, or call the billing department for assistance It could take up to days to verify insurance information and bill Some insurances require authorizations, documentation to be submitted prior to any billing Again, we do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

Issue(s)BillingResolution:Ihave reviewed your account and confirmed that an adjustment has been enteredfor the charge of $and you are not responsible for those chargesAt thistime your account reflects a zero balanceWe do sincerely apologize for the inconvenienceas our goal is to ensure customer satisfaction as well as accuratebilling Thankyou for allowing me to assist you with your account If you should have any further concernsregarding this matter please do not hesitate to contact us at (###-###-####) ext.# [redacted] (###-###-####) (Fax# ###-###-####)Sincerely, [redacted] ***Billing Center Quality Specialist [redacted]

We have confirmed that a credit card is required when there is a cost of goods associated with Apria’s rental equipment and must secure assetsApria Healthcare require verbal or written consent in order to charge credit cardsIf a patient does not have a credit card we do make allowances in which a friend or family member may put their card on file and can choose not to have the card billed for reoccurring feesWe realize this may be an inconvenience for some, however that is our policy at this time Sincerely, Apria Healthcare LLC

Item # 1:Mr. [redacted] stated that Apria Healthcare sent him a printout of charges and payments received, but it did not reflect all payments. RESPONSE:As mentioned before, we have reviewed Mr. [redacted] ’s account and sent per his request an itemized statement specifying the amounts billed and paid for each claim from November 28,2011 through May 29, 2014. We apologize for any inconvenience this may have caused. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely, [redacted] Patient Pay Management Center Team Lead

RESPONSE: We have reviewed patient account and confirmed she received her CPAP machine and supplies on July 22nd, and additional supplies on October 15th, We submitted claims to the insurance for their portion for the items received and patient was billed and paid $There were still claims pending payment from the insurance at that time and after processing they were denied by the insurance The outstanding amounts in collections denied by the insurance are for dates of service July 22, 2014, August 22, and October 22, amount $and were sent to collections after being outstanding for over nine monthsWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

RESPONSE:After full review of Mr [redacted] ’s account, we show that Mr [redacted] did receive theContinuous Positive Airway Pressure (CPAP) Unit on December 27, We do show that check number [redacted] was given at setup and authorization was given by Mr [redacted] to charge the [redacted] provided for any and all future chargesPer our records Mr [redacted] ’s Continuous Positive Airway Pressure (CPAP) Unit did convert to sale on September 25, and is no longer renting on Mr [redacted] ’s account.In regards to the balance in collections, Apria Healthcare has recalled the remaining balance in collections so it will not reflect as Mr [redacted] ’s responsibilityApria Healthcare will be mailing out a detailed accounting to Mr [redacted] for his account to the address we have on file for Mr [redacted] We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] Patient Account Resolution Team Lead

After a review of the payment information provided, we were able to track down the payments that did not automatically post to the patient’s accountThe payments have been applied to the account A billing specialist contacted the patients spouse and assisted them with their account Again, we sincerely apologize for any inconvenience or challenges this issue may have causedWe greatly appreciate you taking the time to bring you concerns to our attentionCoaching and reeducation has been provided to the staff to ensure payments are posted accurately and timely Sincerely, Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced regarding your respiratory deviceAfter a review of your records, we have confirmed the delay in processing your order was due to the missing documentation from your ordering physician that is required by the insurance providerApria received the documentation from the ordering physician on November 18, 2017, however, the prescription was still missing a critical componentAgain, the ordering physician was contacted and on November 27, we received the corrected prescriptionThe order was then sent to our escalation department for processingWe sincerely apologize for the lack of contact with you while the order was being processingIn addition, our records indicate you received the respiratory equipment On January 10, Again, we sincerely apologize for any inconvenience or challenge 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

We would like to apologize for the level of customer service you have experiencedApria strives to provide excellent customer care During a review of your records, we confirmed that multiple attempts were made to reach you and your servicing physician to obtain the required prescription in order to provide you the respiratory suppliesOnce we receive the required prescription, your order will be processed 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 patient’s account with assistance from our insurance team and confirmed that the account was setup incorrectly as a rentalThe equipment was a replacement and should have been setup as a purchaseWe have requested that all funds applied to the equipment rentals be reversed back to [redacted] We have also sent a corrected claim to [redacted] for the purchase of the equipment as of March 6, 2018; therefore, the equipment will no longer be billed as a rentalCurrently the patient’s account reflects a zero balanceWe 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 Regards, [redacted] **

We would like to apologize for the level of customer service you recently experienced regarding your Durable Medical Equipment (DME)After a review of your records, we confirmed that on 9/18/a family member requested to have the bed rails exchanged due to the bed rails delivered on 9/12/not working properlyThe order was processed for an exchange; however, due to a customer service error, the delivery address was incorrect on the workorderThe order was then reprocessed with the correct address and the exchange was completedThe General Manager has spoken with the patient and was assured the equipment was working properlyApria Healthcare prides itself in providing excellent customer care and this has allowed a coaching opportunity to prevent this situation from reoccurring Again, we sincerely apologize for any inconvenience or challenges this issued has 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

Item # 1: Mr [redacted] stated he received supplies in December from Apria Healthcare and made a payment at that time and was billed again for the same supplies.RESPONSE: We have reviewed Mr [redacted] account and confirmed that he received CPAP supplies from Apria on December 12th, At that time a payment was processed for him for $On April 13th, he was charged $and $on July 29th, for the CPAP supply order for December 12th, because when we processed claims to the insurance we received a denial for all claims as being applied to his deductibleMr [redacted] credit card was automatically charged because it was set up as recurring in our systemWe are unable to process a refund as the charges are valid after not receiving any payments from the insurance for the supplies receivedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well accurate billing.Sincerely, [redacted] ***Billing Center Quality Specialist

We have confirmed that the patient initially canceled his order for a Cpap Machine on November 28, due to having a new providerHis wife called back December 12, inquiring about what was needed in order to receive a Bipap MachineOnce the prescription and the clinical notes were in, she called December 21, requesting the order be processed before the end of the yearThe patient was called and a message was left on December 29, to advise of his Bipap order being ready for pick upAnother message was left January 5, 2017, in which his wife returned the callThe equipment was pick up January 5, The billing starts from the day the equipment is providedThere are no corrections needed as the patient was billed correctly due to the insurance applying their annual deductibleWe do apologize for the inconveniences endured with the phone system 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. As previously stated, the information was sent by Dr. [redacted] on three separate occasions yet Apria stated it was never received. They never called Dr. [redacted] to advise her they didn't receive the information and waited until one of us called to check on the status. During one phone call, Dr. [redacted] asked for a supervisor who gave her the name of [redacted] and said I would receive a phone call by day's end, it never came. When I called and asked for [redacted] , I was told they didn't know him.There is no way to convince me Apria is a reliable company, particularly dealing with healthcare. As stated Dr. "*" has resubmitted the request to another provider and advised me she will never again deal with Apria. Regards, [redacted]