Apria Healthcare

We have reviewed the patients account and have determined as a courtesy to our patient we will removed the December billing for the monthly rental of the breast pumpFrom our review we can see *** did not provide Apria with a renewal authorization and the request to pick up the equipment
was placed after the billing for the month of December had already occurredThis did not leave the patient the option to return the equipment or keep the equipment and be responsible for the monthly billingBecause of this we have completed the adjustment to remove the full billing on the December date of serviceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

CONDITIONALLY accepting business response. Since wrong info was provided to *** *** *** (***) the first time, need to first see the outcome of Apria's appeal to see if they actually submitted the correct information (Dr., etc.) this time before accepting the response. Also depends on if the appeal was too late (due to length of time it took to get reach and get a response from Apria). If the appeal is determined by *** to be too late and the claim is still denied, would like Apria to bill for only the deductible/copay that would have been required if *** had approved the claim. IF the correct information has been provided to *** for the appeal and *** determines the appeal was timely made, THEN happy with Apria's response.Thank you.
*** ***

Item # 1:Mr*** requested contact be made with him in regards to this complaint.Mr*** stated that a proper explanation has not been provided to him in regards to being told initially that the supplies would be covered during the rental period at 100%. RESPONSE:After reviewing this concern, contact was made with both Mr. & Mrs*** to address the issues mentioned above.Apria Healthcare will be addressing the issues that were discussed such as lack of follow up, lengthy hold times and having to provide a credit card on account. We apologize for any inconvenience this may have caused. Sincerely,*** *** ***Patient Account Resolution Team Lead

We would like to sincerely apologize for the level of customer service you recently experiencedDuring another review of your account, we confirmed the respiratory device was delayed due to a keying error at the time the order was enter into our systemThis error caused another delay in when the respiratory device was delivered to you
Please note the customer service agent was coached and steps have been taken to ensure this type of situation doesn’t happen again. We have also taken steps into coaching our centralized customer service team regarding the importance of processing orders accurately and in a timely manner
Our intentions are to always provide excellent customer care, and we do again apologize for the inconvenience and disappointment you experienced with usYour feedback is always welcomed to improve our services and customer care
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
The business claimed that I updated my insurance on June 9, when in fact I updated my insurance on June 1stI can prove that because I was charged $to my FSA card for the Jan and Feb servicesI called for an UPDATE on June because I was supposed to have been called about the charges for the supplies BEFORE shipment was madeI requested on that date that I REMAIN UN-ENROLLED in the auto-ship/bill program as I wanted to be sure what my charges would be BEFORE shipmentI was assured that someone on the billing team would reach out to me so I could approve any charges before shipment, but THIS REQUEST WAS IGNOREDAs of now, several days after this response, APRIA still has not initiated a refund and I have been forced to initiate an un-authorized charge claim
Regards,
*** ***

We have confirmed that the patient was shipped supplies December 5, tracking number ***, which was delivered to the front doorHe initially paid $for copay when order was placed and later billed $for deductibleThe patient called Apria Healthcare January 26,
indicating he never received order and paid $The order was reshipped at no cost February 2, tracking number ***, in which the patient was advised it would be received the following Tuesday February 6, The patient will receive a refund of $as he over paidWe do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We have reviewed the patients account and can see the balance for which he is being contacted by the collections for has been resolved with a payment received from the patientIt appears the original payment made (12/12/15) for thebalance in question was applied to the patient’s account and then
removed (1/4/16), this could happen for a number of reasonsIf the banking account information was input incorrectly via our online patient payment system then it would cause this type confusionOnce that payment was removed a notification was sent to the patient (1/24/16) notifying them the balance was open on the account againIt appears a 2nd payment was attempted (2/6/16) via our online patient payment system but failedBecause there was not another payment posted to the account, the system automatically generated the unpaid invoice to collections (2/7/16)We can see we received and posted a paper check payment to the account (2/18/16)We have at this time notified the collection agency of the payment made to Apria Healthcare and their systems have been updated to reflect this informationThis will ceases all calls to the patient from the collections agency for this balanceIt also does appear the patient spoke with a billing representative 2/22/about the account and actions taken to resolveWe 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
December 20,2015Apria HealthcarePO Box 31001-1157Pasadena, CA 91110-1157Reference: Attached Invoice dated 1/07/for $193.32: account number ***Dear Sir,In December 2015, I informed Apria that the misapplied patient charges that Apria is billing me for wereunclearIn January, 2015, Apria sent me yet another invoice for $Again, without explanation of thespecific charges.I'm sure you are as eager as I am to dear this invoiceI feel compelled to ask for an itemization details ofthe invoiced charges.A copy of the most recent invoice is attached
Regards,
*** ***

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,
*** ***
Although I did not receive any correspondence with this communication, the issues with Apria Healthcare have not been resolvedSince the last communication from the Revdex.com the following have taken place:I did receive a print out of what seems to be an Apria internal ledger that really does not make sense...at least there was some effort on their part.Another notice from a collection agency was received and responded to.Another statement from Apria was received showing differing amounts.The problem with the Insurance Company has been resolved. I was told that it may take up to thirty days for all of the payments from July to December to be paid by insurance.There has been no other contact from Apria Healthcare to resolve any of the issues leading up to me seeking resolution through the Revdex.com

We have reviewed Ms***-*** account and have processed a refund for her in the amount of $to be received in check form within two weeksMr***-*** account currently reflects a zero balance and there are no outstanding invoices in collections. We 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 the patient’s account and have entered an adjustment for date of service January 5, for the entire order for CPAP supplies received as patient was provided incorrect informationTherefore, the patient is no longer responsible for those charges and a refund is being processed in the amount of $This reflects the payment made toward the order that was processedAt this time, patient account reflects an open balance of $for date of service February 05, This is for the monthly rental of the respiratory assistance device which was denied as being applied toward the deductibleThe respiratory assistance device will bill monthly and all deductibles will be applied until the deductible is met for the next monthsAfter the months, the machine will bill every six months under maintenance and service agreement, according to the patient’s insurance planWe 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 the patients account and confirmed that the incorrect quantity of supplies was sent to the patient in errorTherefore, we have entered an adjustment for the charges and requested a refund check be processed in the amount of $The amount placed with Global Receivables
Solutions has also been removed and is no longer patient responsibilityOur customer service team is aware of the error and will use this as a training opportunity to prevent this from happening going forwardWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We would like to apologize for the level of customer service you recently experiencedAfter a review of your records, we have confirmed that under your current insurance plan, the O(auto ship) program is not availableWe also confirmed you have an open balance on your accountOnce the
balance is paid in full, you may begin receiving your requested supplies
Again, we sincerely apologize for any challenges and inconvenience this 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
Sincerely,
Apria Healthcare LLC

We would like to apologize for the level of customer service you and your father recently experienced regarding the durable medical equipmentAfter a review of his records, we confirmed that the General Manager of the local facility contacted you to apologize for the miscommunication at Apria
Also, arrangements were made to deliver the durable medical equipment on May 18, Again, we sincerely apologize for the inconvenience and challenges that this issue 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

Revdex.com:
I am still waiting for a refund as of today 1/29/
Regards,
*** ***

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
As stated in my initial complaint, I made various attempts to correct and get the required documentation for Apria from my doctorMy doctor also made attempts and never received a responseIt took hours and hours to get someone from Apria to actually pick up the phone and call the doctorThis took from the beginning of December until the 29thThe very first time I called, and multiple times after that, I had already explained to Apria that my insurance only covered the order until 12/31/and the order had to be put through no later than 12/31/I was assured by Apria that this would not be an issueI had to cancel the order in January, as Apria failed to meet what they had initially promisedI have never had to spend so much time and frustration on any order, especially for something medically necessary
Regards,
*** ***

We have reviewed the patient’s account with assistance from the customer service team and confirmed that the patient received his durable medical equipment and supplies on December 7, as a monthly rentalWe submitted claims to the patient’s insurance for payment and claims were
denied as being applied to his deductible leaving him responsible for a balance of $The patient spoke with our billing representative on January 23, and was informed that a discontinuation notice would be required to return the equipmentPatient spoke with customer service on January 30, and informed them that he would sign an Against Medical Advice Form and return the equipment to the local branch; therefore, the account was placed in pickup status to discontinue the monthly billing of the equipmentPatient was advised by our customer service team of his open balance of $and was advised to speak with his insurance regarding the deductible as he was billed for and Patient can contact our Billing Department at for payment optionsWe 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Troy did not opt in for auto ship, they are slamming products to customers unwantedWe also did not receive a call from Apria I phoned them upon receipt of bill which was in JuneThey told me that they received insurance denial (wrong insurance) at the end of April I am assuming that is why I did not receive a bill until June June is when I called them to find out why I was being billed directly as self pay.If they were suppose to preauthorize why didnt they know the insurance info on file was not accurate? If not authorized why did they ship? I am confused.
Regards,
*** ***

Item # 1: Mr*** stated that Apria Healthcare debited $from his checking account unauthorized on August 29, and if his insurance would have been billed correctly it would have never happened. RESPONSE: We have reviewed Mr*** account and confirmed that he received CPAP
supplies on March 6th, and his Respiratory Assistance Device and supplies on April 8th, 2015.At that time he signed a Sales, Service and Rental Agreement authorizing his credit card to be placed on file to be charged for any services not covered by the insuranceWe submitted claims to the insurance Capital for dates of service May 6th and May 9th, for CPAP supplies and for date of service Apria 8th, for the purchase of his CPAP humidifier and the monthly rental of his Respiratory Assistance DeviceThe claims were denied as being applied to his out of network deductible and we have no recent download on file therefore he was non-compliant and we were unable to obtain authorizationThe amount charged to Mr*** checking account was $due to being patient responsibilityAt this time his account reflects an open balance of $for date of service May 8th, due to being non-compliantWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We have confirmed that the patient received a cpap machine June 26, with Humana as her insurance and signed our sales service and rental agreement authorizing automatic payments with her credit cardThe patient insurance paid claims for dates June 26, through November 26, at
100%Humana required a ten month rental before the cpap would be purchased, however the patient’s insurance changed before purchase price was met causing the contract to restart with new insuranceAnthem insurance was effective November 1, 2015, but wasn’t updated by the patient until April 1, Apria tried to bill claims to old insurance for December 26, and January 26, due to not being aware the insurance was no longer valid which billed at the insurance’s contracted rate of $59.30, however the patient was billed self-pay price of $for February 26, and March 26, totaling $The months of April and May was billed to the current insurance Anthem under a national retail price of $The allowed amount is $per month with the copay being $The insurance applied their deductible therefore the patient was billed the full claim amount for each monthWe tried to rebill December 26, and January 26, to the correct insurance and deductible was applied to those dates as wellThe patient returned the cpap June 9, and charges have applied to dates of services from December 26, through May 26, for the rental of the cpap machine with no further billingAll appropriate steps have been taken to ensure accuracy of billing. Sincerely, Apria HealthCare LLC