Apria Healthcare

We have reviewed patient account and confirmed that patient was quoted a price of $and her credit card was charged $An adjustment was approved by management and entered for all supplies due to all the issues patient experienced while trying to speak with a representativeA refund check was processed to patient in the amount of $to be received within two weeksWe apologize for the inconvenience this has caused and all issues have been elevated to our Customer Service Team in order to provide great customer service going forward

We have reviewed the patients account and have adjusted the amount billed for date of service April 30, The sale of the equipment has been processed and the equipment is now considered patient ownedThere will be no other balances billed going forwardWe apologize for any miscommunication and inconvenience this has caused Sincerely, Apria Healthcare LLC

Item # 1: Mrs [redacted] is requesting that Apria Healthcare provide her a written explanation of all charges and payments made by her and the insurance and would like confirmation of when the machine will be paid in full RESPONSE: We have reviewed Mrs [redacted] account and have created a detailed itemized statement of her account and spouse as requested and have sent information to the address we have on fileAfter further review of Mrs [redacted] account we confirmed that under her insurance plan agreement with UHC her CPAP unit rents for nine months and then converts to a purchase and at this time we have billed UHC seven monthly rentalsMrs [redacted] spouse equipment has converted to a purchase and he will no longer be billed for monthly rentalsAt this time both accounts reflect a zero account balance.We 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

We have confirmed that the patient received Cpap supplies on May 11, She has [redacted] insurance which uses [redacted] as a third party payorApria Healthcare does not bill the patient if they have [redacted] insurance, any balances the patient is responsible for will come from [redacted] We have not contacted the patient for payment as she does not owe Apria HealthcareWe have verified with our supply department that a returned label was not obtained by the patient and have not received the supplies back in order to adjust the insurance billingIf the patient can provide information supporting the shipment with ***, we will be glad to review the account againPlease contact our Customer Care department at (888) 492-*** We 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] is requesting that Apria Healthcare correct the billing on his account and to send him a detailed itemized statement of his account and he will send payment for his open balance.RESPONSE: We have reviewed Mr [redacted] account and confirmed that a payment applied to our system on July 29th, for $for May 21st, date of service and the account does not reflect that he was charged twice on that invoiceMr [redacted] made a payment on July 10th, and the payment applied to our system on August 10th, but a refund was processed back to him for the amount because his credit card was charged in error and the request to remove his credit card from file was not completedI have mailed a detailed itemized statement of his account to his address on file for his review as requestedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] ***Billing Center Quality Specialist

Mr [redacted] states Apria failed to delivery oxygen to his motherHowever, without Mr [redacted] mother’s name and address we are unable to research and respond to Mr [redacted] ComplaintI have e-mailed Mr [redacted] for additional information but as of today (3-30-15) I have not received the needed information

We have confirmed that the patient received oxygen equipment on November 17, Medicare requires a certificate of medical necessity and face to face evaluation in order to pay claimsThis required documentation was not received and claims were deniedApria Healthcare adjusted the billing for November 17, through January 17, due to an advanced beneficiary notice is needed in order to bill the patient, which wasn’t signed until February 04, Her secondary insurance paid February 17, 2015, through March 04, and July 04, through October 04, The patient currently have a balance of $for April 4, through July 04, 2015, however July 4, the allowed amount was paid by [redacted] leaving $as patient responsibilityDue to this being more than the allowed amount for the secondary, we adjusted $along with $from February 17, and $March 04, These amounts were paid and reversed for a total of $that will be refund to the patient upon the insurance paying the pending claims or applied to patient balance of $Apria Healthcare did receive notification from the secondary insurance that the diagnosis code was inconsistent with the patient’s ageThe doctor was contacted for a better diagnosis code and corrected claims were sent, however it is showing denial as lack of documentationA certificate of medical necessity was received back from the doctor’s office April 21, and we have requested a review for compliance to see if claims can be appealed through the primary insuranceWe believe that we have taken all appropriate steps to resolve this matter 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 have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Apria continues to harass me with daily, threatening phone calls regarding what they consider to be unpaid chargesI have a copy of a letter that was sent to them from Medicare on 10/6/that indicates that the charges are covered by themI also have a copy of a notice which indicates that Medicare paid these charges on 11/1/Apria turned this debt over to a collection agencyI have no debts and a pristine credit rating up to nowAcknowledge that I don't owe them any moneyRepair any damage that they may have caused to my credit rating[redacted]

ITEM # 1: Mr [redacted] has requested that Apria update his address so he receives his statements and letters at the correct addressHe wants proof that he charges he is being billed has been submitted to both of his insurancesMr [redacted] wants to make sure that there is no negative information on his credit reportRESPONSE We spoke to Mr [redacted] regarding his complaint issue on November 19, As we discussed with Mr [redacted] we had three addresses on file for him and have now made the North Dakota the primary mailing addressWe removed his statement from e-mail back to paper statementsWe discussed his primary and secondary insurance coverage and he stated that [redacted] is primary and [redacted] is his secondaryWe are in process of having the insurance verified and will submit the pending claims if we confirm [redacted] is primary and [redacted] is secondaryWe removed the amount of $from collections and the amount had not been referred to his credit reportWe also discussed the concentrator rental that is still at his home in UtahAfter speaking to the branch manager, we have converted the concentrator to sale and there will be no future chargesMr [redacted] now has ownership of the concentratorWe apologize for any inconvenience this may have caused and Mr [redacted] has our phone number for any issues or questions that he may haveSincerely, [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 Apria is being dishonestThe insurance company required prior authorization- which our medical provider freely givesApria DID NOT request prior authorization from our health care providerAs their agent explained to me, they sent in the device's automated compliance report in and that should have been good enough for the insurance company and that they (Apria) shouldn't have to do more than thatMy insurance company rejected their bill, but provided instructions for correctives to be taken and to have the bill re-submittedA representative from my insurance company assured me that directions were sent to Apria to correct their paperwork and re-submit back for paymentApria refused to do so, and then turned around and stole money from me and then attempted to extort me into forcing payment from the health insurance companyThey broke their in-network contract with my insurance company and took more than they were legally contracted to receiveThe local Apria agent was appalled at the documentation placed in my file that stated that whom-ever was handling the insurance paperwork had documented that they had not requested documentation from the medical provider as they deemed it unnecessary, and then later documented that the bill had been denied and they changed my account to reflect no insurance and customer self-pay.An Apria agent asked me to hold while they reviewed my information with their manager as they had in fact violated their service agreement with meAfter some time she returned and I was told to get an insurance agent on conference call with Apria, have the insurance agent issue immediate payment over the phone, and that they "would see" about returning my money I repeated back what she had told me for clarification, and she told me that that was rightI pointed out that I had been on hold for an hour just to talk to her, and asked if there was a direct number I could callShe said noI asked then if I was supposed to get a representative from my insurance company to agree to remain on hold on a conference call with me for an hourShe said, "yeah, they probably won't do that."I am now more upset about Apria's responseThe apology as such, is rejected First, it is inaccurateI do not have a device, my husband doesMy spouse did not sign the service agreement, I did for him I do not believe they actually investigated, or even bothered to read their filesFraud, theft, and extortion go beyond "miscommunication" and "oversight" I turned that matter over to my insurance company, and they are investigating the contract violationsI reported to my bank the issue of the money being taken out of my account, and they deemed it fraudI was issued a new debit card, the bank replaced my money, and their legal department will take the matter up with Apria Here is what I askIf one of your agents decides that they do not have to meet contractual requirements with insurance companies, DO NOT STEAL from your patientsCommunicate with your patients if there is a problem with the insurance company; even though you caused it, I could have told your agents to follow the directives from the insurance company and re-submit the bill (even though the local Apria agent and the insurance company both said that this was not my responsibility)DO NOT EVER attempt to extort your patientsThis is against the lawI require nothing further from Apria In the future, should anything like this occur again, I will simply turn the matter over to the local authorities, my lawyer, the insurance company's lawyer, and the bank's lawyer Regards, [redacted]

Item # 1: Ms [redacted] stated that Apria Healthcare has caused her to have to [redacted] for services her insurance company paid for and is requesting that we refund $back to her [redacted] CardRESPONSE: We have reviewed Ms [redacted] account and confirmed that we processed a manual refund of $ back to her [redacted] Card on July 27, The refund should reflect on her credit card within a few days or however long it takes the credit card company to process the paymentWe are currently in the process of hiring more staff to alleviate excessive hold times and to also ensure better customer service in providedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] ***Billing Center Quality Specialist

We have confirmed that the patient received a cpap machine March 11, in which he signed a sales service and rental agreement indicating the machine was a rental and the insurances contracted rate that the equipment and or supplies are billedThe patient also agreed to the terms and conditions and accepted financial responsibility if the insurance did not cover the costHis insurance was billed $per month for the rental and once he no longer had insurance it was billed under a self-pay rate of $The patient had not met his annual deductible and his insurance did not pay any billed amountsThe balance due of $includes April 11, $in which insurance applied deductible and May 11, $self-pay price due to patient no longer having insuranceApria Healthcare can’t guarantee payment from the patient’s insurance and have provided all pertinent information upon receipt of equipment Sincerely, Apria Healthcare LLC

We have confirmed that the patient received cpap supplies October 19, 2015, in which the insurance denied the claim for all itemsSupplies can be returned for any reason if un-opened and within thirty days of receipt, however the patient initially called March 14, in regards to billing and supply returnHe was explained our thirty day return policy in which he refused to pay the remaining balance of $and upon speaking with us on May 25, he was advised that the balance will be sent to collections if unpaidThe patient will be responsible for supplies received due to attempts for return of supplies were months after receiving themWe believe all appropriate steps have been taken to resolve this matter 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 This is now the sixth time you have told me that my cell number has been removed The previous times you were incorrect in telling me thatPart of my resolution request demanded that you agree to remove any and all of your equipment from any and all of my residences the next time I receive a robo-call from youIn your response to my complaint, you failed to address this issue To repeat, I expect your WRITTEN assurance that your apparatus will be removed immediately upon my receiving your next robo-call 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 Tne response is untruthful in that my primary Physician submitted the discontinue orderr on Thursday June 18, The business scheduled pickup of the equipment times over days until final pickup on July1, The equipment should have been picked up within hours after the order tto discontinueRefer to attached documents submittted with the original complaint Regards, [redacted]

We have confirmed that the patient was billed self-pay for oxygen received June 14, The patient’s son was informed that the claim would be submitted to insurance, however it would be up to them if they would retro the authorizationIt has been confirmed that the insurance does not retro authorizations and a refund has been requested and should be received within two weeksThe representative mentioned in the concern only spoke with the patient to arrange for delivery and has been speaking with the patient’s son when calls were made, who has never had an issue with the employeeWe do apologize for any inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We have confirmed that the patient’s insurance was verified at covering 80% leaving him with a 20% copay and his credit card was set for auto billing in which his copay billed to the credit cardThe patient had a HRA plan that covered his copays and payments were reversed, however Apria received a patient responsibility denial from the patient’s insurance for August 10, and September 10, The payments of $and $for these dates have remained on the account due to the insurance not paying and showing as validApria has requested a review of the explanation of benefits to ensure proper billing and will contact the patient upon the completion of the review to inform if a refund is dueWe believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction Sincerely, Apria Healthcare LLC

We have again reviewed the patients account and confirmed that the Billing Department has received approval from management to return the durable medical equipment for a full refundPatient has also been provided this informationWe 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 patient account with assistance from our insurance team and confirmed that patient order was processed in November but it wasn’t completed and made available until January The order information was not updated in the system to reflect that therefore we have reversed the payments made by patient for November and December to be refunded back to him to be received in check form within two weeks and have also reversed the payments made by Humana in order to begin the process to refund themWe have also reached out to customer service so that they are aware of the issue in order to provide great customer service going forwardI do apologize for the inconvenience 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.I am awaiting further information from Capital One to try and determine if Apria Health had anything to do with the attempt to open up an account with Capital One on May 19,I would also like to receive in writing(E-mail is fine) why I received the call on May from a restricted number about my wife's order for a nebulizer and why they didn't have the information the next day although Apria has reached out to me orally and tried to explain what happened but I would like the written follow-upThank you Regards, [redacted]