Apria Healthcare

We would like to apologize for the level of customer service you experiencedDuring our review of your records, we determined that the order for your crutches could not be processedUnfortunately, your insurance is not a contracted provider for crutches with our organizationUpon further review, our records show your insurance company was notified of this matter Thank 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 confirmed that statement dated May 22, 2016, due June 12, 2016 was for dates of service January 1, 2016 and February 1, 2016 for cpap rental in which the previous insurance applied their deductible. The patient requested to be un-enrolled in the auto shipping of supplies June 1, 2016 and was... removed, however upon updating his insurance June 9, 2016 the patient placed an order for supplies that was received June 15, 2016. He paid $24.14 as a copay and the insurance applied their annual deductible. The patient’s card was still set for recurring payments and charged $132.82. Apria has removed the card from auto billing and will refund $132.82 once the payment posts, due to the patient’s card wasn’t removed from auto pay when the auto shipping was discontinued, however the balance is valid and the patient will be sent a bill for this amount. The patient may return the supplies unopened within 30 days from receipt of order and hold no responsibility. We 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 10577018, and find that this resolution would be satisfactory to me in that my account will be cleared However, Ms [redacted] still does not have the facts straight She will find that 1) Apria invoiced me for $which included the $and I paid the total of $directly to Apria; and 2) in the meantime, Apria did NOT send $for collection, but sent $for collection which excluded the $64.94, and 3) I explained to the collection agency that I had paid the full $directly to Apria which they verified to be true I will wait for the business to clear my account and close it, and if it does, will consider this complaint resolved Regards, [redacted] ***

ITEM # 1: Mrs [redacted] has been having several issues with trying to speak to the correct department for PAP suppliesShe has spent multiple hours trying to contact Apria to get supplies and figure out if she has been over billed for her PAP unitRESPONSE: Contact was made with Mrs [redacted] ***Apria’s billing department is reviewing her account and I have asked it to be expedited to figure out if Mrs [redacted] is owed any creditsAt this time Mrs [redacted] does not have any insurance so her PAP supplies are very expensiveApria did send her one month supplies as of 01/07/at the cost she would have paid when she had Blue Cross insuranceNo mention of when Mrs [redacted] will obtain insurance was discussed to lower her costs of PAP suppliesSincerely, [redacted] Customer Service Supervisor Apria Healthcare

Thank you for contacting Apria Healthcare regarding your recent customer service experienceDuring a review of your records, we have confirmed the prescription did not qualify per [redacted] guidelinesBoth you and your physician have been notified as to the reason the order has not been processed Once the updated prescription is received the order will be processed Again, we sincerely apologize for any challenges and inconvenience this has caused you 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

ITEM # 1: Ms*** states that Apria is not applying her mother’s payment to the account when they are paid, which is causing her account to look past dueShe wants to know where the October 30, payment in the amount of $was applied, which cleared her bank on November 5, She also
states that she has had issues getting her mother’s water orders for her oxygen machineRESPONSE: We have reviewed Ms***’s account and found the October 30, payment in the amount of $The payment of $cleared Ms***’s bank account on November 5, and was applied into Apria’s system on November 5, However, the payment was misapplied in our systemWe have located the payment and had it applied to the October 16, claimMs***’s open balance will be once the payment has processed to the accountApria is in the process of making changes to our online and posting process to make it more time efficientWe apologize for any inconvenience this may have caused as our goal is to ensure customer satisfaction as well as accurate billingWe have reviewed Ms***’s water orders with the branch manager, who has set up monthly orders to reoccur automatically every weeks to ensure they always receive it timelyWe apologize for any inconvenience this may have causedSincerely,*** *** Billing Center Quality Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I also need copies of invoices dated November 26, and December 3, These need to be faxed to *** as well at the number previously provided.Thank you in advance

Apria strives to provide the highest level of service to our patientsWe apologize for the difficulty you have experienced in reaching our licensed respiratory therapist in a timely manner regarding your respiratory equipment malfunctioningDuring our review of your records, we confirmed that on
2/23/the licensed respiratory therapist corrected the issues you were having with your respiratory equipmentIn addition, the licensed therapist replaced a small gasket on the device at no charge to youAlso the licensed respiratory therapist confirmed the equipment was functioning properly
Again, we sincerely apologizeThank 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: Dr***’s office faxed documentation three times and Apria did not receive fax RESPONSE: Apria has many published fax numbers that route into one computerized fax intake queue. Apria is unable to determine where the faxes were sent and why they were not received in our system Item # 2: Dr*** did not receive a call back from Apria RESPONSE: Apria strives to provide excellent customer service to every customer. Returning phone calls is an important part of providing quality customer service. Apria will address and provide coaching to the appropriate department and individual mentioned on the complaint Item # 3:Dr*** sent request to supply equipment to another provider RESPONSE: Apria apologizes for any inconvenience the processing of this order caused the patient and the physician’s office. Apria strives to ensure that required insurance documentation is complete and accurate before processing orders. This policy increases the efficiency of submitting clean and accurate claims to the insurance carriers on behalf of the patients Sincerely, *** * *** Manager Area Customer Service Apria Healthcare Inc

We have reviewed the patient’s account and we are currently working with the patients insurance to resolve the pending insurance balancesWe have submitted corrected claims to the patients insurance and also supplied the supporting requested documentation to show compliance with the usage of his
CPAP unitBilling is based on the contractual agreements with the insurance company and that billing to a third party, such as an insurance is solely a courtesy to our Apria Healthcare patientsThese policies were agreed upon by the patient when possession of the CPAP unit was taken and the sales service and rental agreement was signedWe ask for patience while we continue to work with the insurance to resolve any unpaid paid balances to avoid any patient responsibilityIf payment in full is received form the patient’s insurance we are happy to remove any over payments made by the patient and refund upon requestWe need to allow time for the insurance to process the claims and make the final decision on paymentWe 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
At no time did I authorize a payment of $to be taken from my personal checking accountI was not made aware of this transaction prior to the removal of funds from my checking account This transaction has caused me to have bounced checks that were written prior to the unauthorized removal of fundsIn addition I am currently in a state of financial ruin due to these funds being stolen from my accountI was told when I was required to provide the information to get get supplies in April, as I had my own equipmentI still have my own equipment so there should have never been any charges from Apria Healthcare for equipmentMy resolution is to return my money back to my account and follow the lawIf you feel you are owed money, take me to court and attempt to have a judgement entered against me the legal wayYou should also train your employees to not tell Customers their ATM/Credit Cards will not be chargedI was also told by your employees that my Insurance Company did not require the SD card to track my sleep.
Regards,
*** ***

Item #Mr*** states his father was being billed fraudulent charges for a semi-electric bedHe stated he received a call and a letter stating the charges were cleared and that it was an Apria errorHowever, new bills arrived for the charges RESPONSE I have reviewed
the accountOn June 8, 2015, *** spoke with a representative in regards to the billing on his father’s accountAccording to our records, he was advised that a request for an adjustment had been sent along with a request for the balance in collections to be removedA letter was sent to Mr*** on June 12, informing him that the balance in collections had been removed as of June 9, The adjustment that was pending with Apria was approved and cleared the system on June 24, Our records indicate, Mr*** was provided with this information as well on June 29, Our records also indicate a letter was sent to Mr*** stating there was a zero balance on the account and that the balance from collections had been removedWe apologize for any inconvenience this may have caused Sincerely, *** *** Billing Center Quality Specialist

We have confirmed that the patient received a cpap machine June 06, Per the contract agreement the machine was to rent two months then convert to ownership, however the patient’s insurance changed the authorization to one month rental and sent a purchase authorizationApria Healthcare is in
the process of adjusting the second month’s rental and refunding the patient his copay of $A purchase claim will be submitted to the insurance and he will be billed a copay for the purchase priceThe patient signed a sales agreement with his credit card information authorizing auto payments, but the card has been removed and the patient will receive a bill for any amount dueWe believe that all appropriate steps have been taken to resolve this matter Sincerely, Apria Healthcare, LLC

We have confirmed that the patient’s account was billed under self-pay due to his insurance coming back as termedHe had his credit card set for auto billing, in which was charged for dates January 27, 2017, January 30, 2017, and February 27, The patient updated his insurance with us,
however it was still showing as inactiveWe are in the process or reverifying the insurance to submit the claims, unfortunately this process can’t be expeditedAll payments have been reversed and will be refunded to the patient upon the insurance paying the claimsWe do apologize for any inconvenience as our goal is to ensure cus***er 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.To date no refund have been issued or generated. NO follow up from the company and no return calls
Regards,
*** And *** ***

We have reviewed the patients account and confirmed that the balance of $has been removed from collections and is no longer patient responsibilityAt this time, the account reflects a zero balance but has claims pending payment from the insurance for durable medical equipment received and there’s no patient responsibility at this timeWe believe that we have taken all appropriate steps to resolve this matter. Sincerely, Apria Healthcare, LLC

ITEM # 1: Mrs***’s request that someone at the company contact her to discuss the credit card issues so she can figure out what is going on and dispute the chargesRESPONSE We have reviewed Mr***’s account and found that he signed the Sales Service and Rental Agreement at set up giving
authorization for Apria to charge any amounts not covered by AnthemWe tried to contact Mror Mrs***’s; however we had to leave a message with our number for them to contact us backWe have mailed them a copy of the signed Sales, Service and Rental Agreement and a breakdown of all of the charges and payments made to Mr***’s accountWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely,*** *** Billing Center Quality Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Dear Sirs: Apria has contacted me and supplied my son the cpap machine in question. I am very satisfied with this response and appreciate your assistance in this matter. Thank you so much
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Miss *** ***,I receive the message that it has been days, but I have been researching the answers Apria gave and I would like to inform you of the falsities in their statements. 1) The said that the patient signed the contract, he did not his mother did, and she did not give a credit card number at that time.2) When they stated that “I authorize the company to charge any other credit or debit card I have already provided or may subsequently provide to the Company for any payments I may owe to the company” which may be reference by referring to page of the sales service and rental agreement provided to the patient on the day of delivery. This was an incorrect statementOn page of the almost illegible contract it states "I authorize the company to charge my credit card or debit card for any and all rental, purchase and other charges DUE AND OWING by me to the Company..." Well how can it be due and owing when they charged my credit card on the 14th of October, and I didn't receive a statement till after November 10th that has a due date on the bill of December 1st? 3) CC has requested return of funds, but Apria has not refunded the money as of today 12/16/15.4) They stated that the pumps were not covered by his insurance, which is not correct I have a letter stating that both pumps were considered medically necessary and would be covered by insurancePlease have Apria provide the reference number of the insurance person you spoke to.Thank you,*** ***

Item # 1:1) Mr*** wants to know why if Apria knew the claims had denied was he not informed until months later.2) Mr*** request to know why he received a year’s worth of supplies in masks.3) Mr*** states that he did not inform Apria that he had VA insurance, he states that he the VA was coving his sleep apnea and may pick up the bill.4) He wants to know why he has $in late fees when he was told to disregard the statements. RESPONSE:1) Apria informed Mr*** as soon as we were informedWhen Mr.*** was billed he called regarding the balance and Apria referred the balance back under the insurance and resubmitted the claims after speaking to Mr*** regarding the balance dueHowever they were denied once again by the insurance.2) Apria shipped supplies when Mr*** called and ordered them.3) MrLiscomb first informed Apria he did not know if he had VA insurance or not.We requested that he confirm his correct insurance and let us knowHe contactedApria back at a later date and stated that his VA insurance should have been billed.4) Apria does not charge late fees, the open balance due is for the CPAP rental and supplies that were ordered. Sincerely,*** ***Billing Center Quality Specialist