Apria Healthcare

ITEM # 1: Ms*** states that she was having numerous issues with her portable oxygen concentrator and contacted Apria many times, but to no availRESPONSE: Ms***’s physician ordered a specific portable oxygen concentrator that we normally do not supplyTo accommodate her, we tracked
down the only one we had left in the company, in our San Antonio branchMs*** was advised that since this wasn’t an item that is kept on the shelves, any supplies for it would have to be special orderedOn 8/22/2014, Ms*** advised us of an electrical issue that she was having with the portable concentratorThat same day, a Respiratory Therapist called her and the issue wasn’t the machine itself, but the voltage in her office as the problem only occurred at work and not at homeOn 10/16/2014, Ms*** called into our travel department, requesting an extra battery for her vacationSince she didn’t receive the portable concentrator through that department, the battery would have to be special orderedOn 10/23/2014, I advised Ms*** of our initial conversation about the availability of items for this machine, offered her a comparable portable concentrator so this wouldn’t be an ongoing issue and she wanted to stay with the one she hadOn 10/31/2014, Ms*** requested a car charger for the portable concentratorThis item had to be special ordered, which can take upwards of weeks to be receivedMs*** followed up on December 1st to check on the status of the car chargerSince it still wasn’t received, I apologized and again offered her a comparable machine, which she refusedThe new power adapter and car charger arrive to us on 12/5/and were delivered to Ms*** on that dateSincerely,*** *** Branch Manager Brooklyn NY

Item # 1:Ms*** states that we charged her credit card on file for the full amount for her CPAP supplies in January even though she had insuranceShe also stated that the refund was not fully refunded to her credit card until December which caused issues with her credit score from
her credit card company.RESPONSE:After full review of Ms***’s account, we do have a signed SSRA (Sales Service & RentalAgreement) dated July 22, where Ms*** did provide authorization to bill the credit card on file for future charges.A refund to Ms***’s credit card was processed both on 9/30/for $and also on 12/23/for $70.40.We do apologize for the delay with your refund to your credit card & have addressed appropriately astraining opportunity with the staff involved with Ms***’s account.In regards to the credit bureau, Ms***’s credit card company will need to communicate with the credit bureau as Apria Healthcare did not report negatively on her behalf with the credit bureau.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 asaccurate billing.Sincerely,*** *** ***Patient Pay Management Center Lead

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentAfter a review of your records, we confirmed the General Manager contacted you to discuss your concernsAlso, we confirmed that recently a licensed therapist assisted you
with your respiratory equipment at which time the therapist determined your equipment was working properly after the home visit 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

On 7/11/the patient’s spouse called in and spoke with Apria reps in regard to being informed that there was an amount in collections that needed to be paid before supplies could be orderedThe account was escalated and reviewed on 7/13/and the invoices were all recalled from the collection
agency and a resolution letter was being sent to the patient to inform the invoices were recalledThe agent then informed our customer service department to process the patients order for suppliesWe spoke with the patient’s spouse on 7/25/and she stated the issue was resolved, she received the letter that the invoices were recalled from collections and sent in error and received the needed supplies. 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, Apria Healthcare, LLC

Revdex.comSan Diego, CAAttn: *** ***Dispute and Information Analyst Lead***Re: Apria Health care Inc.: ** ***Revdex.com Complaint ID#: ***Dear Ms***:This letter is in response to the complaint referenced above submitted by Mr*** ***,to the Revdex.comWe apologize for any miscommunication on our part that mayhave resulted in this complaintBelow is a brief description of the complaint matter and ourresponse.Item# 1:Mr*** states that the contract that was sent to him was not signed and conflicting,unexplained bills were sent to collections.RESPONSE:After reviewing Mr***'s account and sales, service and rental agreement we havemade a courtesy adjustment of $towards the open Apria balanceThe amountreferred to West Asset management has also been removed, leaving Mr*** a $0.00balance.Sincerely,*** ***Billing Center Quality Specialist

ITEM # 1: Complaint involves delivery issues Customer’s Statement of the Problem: My husband is in need of a replacement part for his CPAP machine which is provided and serviced by ApriaHe called to place the order, was given the details of the product needed, gave the credit card information to
pay for the part, and was told he would receive it within in 7-daysAfter days without receiving the item, he called to inquire about the partHe was then told he needed a doctor's prescription for itThere are several problems with this1) If this is true, why was not informed of this when he first called? 2) According to his physician, a prescription SHOULD NOT BE NEEDED for this part3) The customer service reps he spoke to were rude and refused to answer his questions4) This is not the first time we have had complications arise due to this company's lack of professionalism and serviceMy husband is recovering from a stroke and his CPAP is required to reduce the complications from his disabilityHe has now been without the machine for weeks and is beginning to show signs of problems, included reduced oxygen levels, increased coughing, and increased headaches and head pressure, which is causing his depression and anxiety to increaseRESPONSE: Multiple attempts to resolve Shelly ***’s concern on behalf of Eric *** have been unsuccessfulI have provided dates the ***’s have been spoken to and left messages forAlso attempts to obtain the prescription, which is the only required document Apria must have to dispense any suppliesHis past prescriptions are no longer validA message was left on May and May 26th May 27th Mr*** did call backAt this time it was explained the current prescription Apria was given has expiredOut of courtesy Apria did request another prescription on May 11th It was also requested again on May 27th Mr*** was given information that he also must contact his physician to assist in obtaining a valid prescriptionAs of June 2, a valid prescription had not arrivedOn June 4, a call was placed to Mr*** providing this information for his assistance to obtain the prescriptionHe stated it was not a good time and to call back on Monday June 8, Mr*** had not ordered supplies from Apria since November Once Mr*** is able to obtain the prescription from his physician it needs to be faxed to ***His order will be created and reviewed for qualification to ship suppliesSincerely, *** *** Supervisor Sleep Management Center Apria Healthcare

We have reviewed patient account and confirmed that our insurance team has the Certificate of Medical Necessity information on file and are currently working with the doctor’s office to resolve the issue in order to correctly bill claims on patient accountAt this time patient has no invoices
placed in collectionsWe 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 11766882, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The nurse at the doctor's office tells me she has repeatedly sent APRIA form CMN 484, which I've been told *** requiresYet, APRIA does not get it straightened out. We have an excellent supplement to ***, *** *** ***But, they will not pay until *** pays firstAPRIA does not get it straightThey call me repeatedly trying to collect from me rather than ***I think they believe they will get more money that wayThey called yesterday (November 1st); the day before (October 31st) -- almost every day.APRIA called several times asking where I saw the doctorI give them that information, but they ask over and over again, in spite of the fact that the doctor's nurse has been dealing with themThey just don't seem to get it together! I worry about my credit rating being messed up by their incompitence.I have high blood pressure and all of this is quite stressfulYour help is greatly appreciatedThank you
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
I told them the device did not come with filters and they should have someone call me with an order for a pack of filters. No response. It is a matter of timelinessThey took for ever to get my device to me in the first place while I was suffering. They should provide a pack of ten of these filters for free for my trouble at the very least
Regards,
*** ***

We have reviewed the patients account and see that the patient’s sister provided her credit card information via phone to Apria Healthcare on September 9, to secure the rental equipment being provided to her brother, the patientWhen the equipment was delivered to the patient on September 16, the patient signed our sales service and rental agreement which states “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 deliveryThis signed document gave the authorization and permission to charge any credit/debit card provided to ApriaAt this time we have receive notification from the issuing credit/debit card that the payment to Apria Healthcare will be reversed and taken backWith that being said a system generated statement is being issued to the patient for the total balance of services providedWe have also issued an itemized/detailed statement as requestedIn regards to the claims for the rental of the provided equipment/supplies, we submitted claims to the patient’s insurance as requested and received explanations of benefits for each claim stating the balances were the patient’s responsibility to pay as the equipment is not coveredWe also able to spoke to a representative with the patient’s insurance company (a reference number can be provided for this call upon request) who advised the denials were correct/valid. The representative stated the pre authorization Apria Healthcare obtained for the rental of the patient’s equipment was canceled because *** *** received a request from another company for the same equipmentAlso the representative advised Negative Pressure Wound Therapy (wound vac therapy) is not covered per *** ***’s exclusion of disposable durable medical equipmentBecause of this the patient will remain responsible for the balances applied to his account and will need to work directly with his insurance to further dispute the chargesWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

It is a customer service issue or rather a lack there of for some reason regardless of what dispute I picked in your option field i.e.customer service, refund, other: they all forced me into the next page of your web site asking for amount and order number etc my VALiD complaint isnt related to an
item purchased although an item was delivered to me for a medical test but your system although it let me choose customer service didnt let me move to another page not all complaints are based on a physical item the complaint is the non existent customer serviceHope that makes sense sinc eim disabled and only have internet on my phone I couldnt use a real computer to enter the complaint thank you

We would like to apologize for the automatic telephonic calls you have recently receivedAfter a review of your records, we confirmed that as of December 1, your account has been permanently removed from our automatic telephonic dialing system Again, we sincerely apologize for any
inconvenience or challenge this issue 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

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 resolvedWhile I'm glad they gave me a good phone number, that doesn't erase the wasted time and frustration Now we'll see if they get the invoicing correctly In the past they've collected payments, sent me a balance due and then, months later, sent me refund checksJury is still out and, whenever they have 'made things right' in the past, they have fouled things up again we will see how it goes??
Regards,
*** ***

After a full review of the claims submitted to the insurance and billed to the patient as well as confirmation from the shipper on the product quantity the patient received, we have made corrections to the claims and are in the process of resubmitting to the patients insurance for paymentAt this
time the patient has zero patient responsibilityWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
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 response from the business provided no proposed action or resolution; they simply stated that they knew which unit I have, but that is after months, a previous complaint with Revdex.com and discussions with multiple representatives. I purchased the unit from their own local branch, yet their customer service representatives, whom I am required to call rather than the local branch, do not have the information in the system. The business representative states that their customer service representatives are trained to always confirm what unit you have, but the customer service representatives I spoke with had no clue what type of unit I had, and it was very clear that they were not confirming but instead attempting to obtain that information from me. Even after I provided them with the information, they still got it incorrect. I continued to reiterate with the business representative who I spoke with that they need to come up with a proposed action or resolution that will allow their customer service representatives to properly see what unit a customer bought from their own branch, and he stated he would look into it, but he did not mention anything or that he would even look into it in the response. He also told me over the phone that he would look into the fact that though I was placed on their "automatic resupply" list and was supposed to get a phone call when the resupply order was being shipped, I never got a phone call, but he did not mention looking into that in the response. My faith in Apria is not restored, and I never stated as such. *** ***

The account is under my daughter *** ***However, I sent an email off to the CEO and the issue has been resolvedPls close case

We have reviewed the patients account and confirmed that he received his durable medical equipment from Apria on April 14, On October 17, the patient sent an email to us requesting the pickup of his equipment and we also received the discontinuation request from patient physician the
same day. The pickup was scheduled and completed on October 20, Our system only reflects the initial contact from patient for the pickup of the equipment that was on October 17, There is no record of patient contact for request for pickup in July The account reflects an open balance of $for dates of services September 14, and October 14, for his durable medical equipment charges that were not covered by the insuranceThe patient will no longer be billed for the monthly rental of the equipment as the equipment has been returnedWe 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
[I was told by our health care provider that I needed to call Customer Service at Apria to obtain that part, yet when I did I was subjected to the abuse I described in my complaintWhy was it necessary for me to resolve this myself by going to my local Apria supplier? I demand to know why I was subjected to the treatment I received from Apria's so-called "Customer Service" personnel and I want to know what Apria is going to do about it.]
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,
*** ***
I appreciate Apria correcting their $mistake but it should not have taken the Revdex.com to get involved for this to happenThe last statements sent to me were returned with a copy of my paid in full receipt dated 6-10-the error should have been caught thenMy initial request was not only to have the $dollar mistake resolved but to have no further business or communication WHAT SO EVER with ApriaREMOVE ALL OF MY CONTACT INFOMATION FROM YOUR SYSTEM! The harassing phone calls at all times of the day even on Sunday evening at 9PM are NOT ACCEPTABLE, or any day for that matter

Item # 1:*** *** states that she was told when she received her CPAP unit that if she would pay self-pay her insurance would be filed and she would receive a refundHowever, she has not received the refund and has now been told that she did not provide her insurance information timely and
would not receive a refund. RESPONSE:We have reviewed *** ***’s account and found that her insurance information was not attached to her account, until it was past timely filingWe left messages for Ms.Grimsley on February 2nd and 5th to inform her that we are going to refund her and adjust off the balance after the refund is processedOnce *** *** contacts us back we will obtain the needed information to process the refund. We apologize for any inconvenience this may have caused.Sincerely, *** ***Billing Center Quality Specialist