Apria Healthcare

Item # 1:Ms*** states that when she received the equipment on April 24, 2014, she informed the representative that her insurance would terminate and she would be eligible for *** benefits on May 1, Ms*** states that she provided a credit card at setup and was told not to
worry that we would bill to ***.Ms*** states that she has experience extensive hold times when calling in to speak about her account. RESPONSE:After full review of Ms*** account, she received her CPAP unit along with supplies on April 24, When the equipment was delivered to Ms***, she received an SSRA (Sales, Service & Rental Agreement) for the rental of the CPAP unit.We were aware that Ms*** has *** as her primary insurance and *** *** as her secondaryIn order to submit the claims to ***, we must obtain documentation that is required by *** guidelinesWe have made several attempts to obtain the necessary documentation from Ms*** physician, such as compliant face to face notes & a WOPD (Written Order Prior to Delivery) showing usage and need for the CPAP Unit. Being that we were not able to obtain the necessary documentation, we placed Ms.*** account at self-pay which results in the balance currently on her account in the amount of $along with the amount in collections in the amount of $296.88; that is patient responsibility. In regards to the hold times that you have experienced when contacting our billing centers, Apria is currently working on implementing new staff to minimize the hold times when patients call in to place orders or speak about their account. We apologize for any inconvenience this may have caused. Sincerely,*** *** ***Patient Pay Management Center Team Lead

Item # 1:Mr** states that Ms*** was charged for equipment that had been returnedHe states that the apartment number had been left off of the address, therefore they had not received a statement and the amount of $was referred to collectionsOnce the collection agency contacted Ms
*** she made the payment, however he states that she did not owe and has been told she would receive a refundMr** is requesting that the refund of $be sent to Ms***. RESPONSE:We have reviewed Ms***’s account and found that she received a breast pump on May 1, Mr** called on June 14, to have the breast pump picked upApria sent a UPS box and request to UPS to have the breast pump returnedMr** called on July 1, 2014, requesting the breast pump be picked up, Apria provided Mr** the UPS phone number to call and request the pick-upThe breast pump booked in the system on July 1, 2014, because the equipment had not been returnedThe breast pump was received back to Apria on July 9, 2014. However, because the breast pump had booked on July 1, and Apria does not retro the rental price, Ms*** was sent statements in the amount of $Apria had not placed the apartment number in the address screen and once the unpaid invoice became days old it was referred to collectionsMs***’s payment of $posted to the collections balance on November 15, 2014. We apologize for the inconvenience and delay in the refundWe have confirmed that the refund process has been started and the correct address is on file. Sincerely,*** ***Billing Center Quality Specialist

Revdex.com:I have reviewed the response made by the business in reference to 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 company's response is a lie. First, they stated that I received service, not a new machine, in However, I did in fact receive a brand new machine in ***It was that machine which began leaking and had to be replaced this year (for which I am now being incorrectly billed)I DID NOT receive service from the *** branchIn fact, I have not been to the *** branch in several yearsNeither machine was ever serviced, aside from when it was replaced in ***.Apria TOOK MONEY FROM MY ACCOUNT without authorizationWhen my wife called on Nov 24th, they told her that they COULD see the new machine I got while in ***, after searching for minutesHere, now, they are denying it completelyThey also told her that the warranty on every machine is different, but could not tell her specifically which machine had which warrantyThus, they couldn't say when each machine's warranty would've expired, but with one exception- the one they are claiming I replaced this yearRecordkeeping is a very basic business practice. I called today, the *** branch, and asked for a copy of the documentation showing this machine's origination. Apria is not even taking this complaint seriouslyIt is blatant disregard of the facts and absolute refusal to acknowledge themThe fact that the company itself cannot see its own documentation for the machine I got in Florida is, to a larger extent, the point: the left hand doesn't know what the right hand is doing, & I'm the one they're trying to screw money out of for it.This business has no business being in business.Regards,*** ***

On August 27, initial order was placed for portable oxygen cylinders, which was delivered timely and accurately.On August 30,patient called for resupply of tanksAt that point, Apria Technician asked patient a series of questionsThese questions include;The specific elements of his
issue which ultimately was a tank shortage.Were the tanks for portability?What modality was needed and being utilized?What was his LPM? Was he a cluster headache therapy patient?All the questions were asked to determine, how to service him correctly and not to be combative or unprofessional. Pt was confused and thus could not provide detailsLogistics Supervisor traveled to *** office and called the patient and was informed he was a travel patient also set up in ***Supervisor explained to patient the information the technician asked as well as ensure he would have enough Ountil TuesdayOn September 15, patient spoke to Apria Account Manager and was under the impression he was to receive a concentrator/homefill systemRx confirmed that patient is indeed a cluster headache ptPatient stated he was using his tanks @ 8LPM, which would explain how and why he exhausted the tanks in ChicagoThis is contrary to his rx settings of lpm prn, to which pt stated he was not aware ofAs a cluster headache patient, the concentrator/HTF system is not the appropriate clinical therapy for this patientPatient is now aware of his RX parameters and has direct contacts established with the *** ** branch for future needs or questions

After review of the account, we were able to confirm that the credit card dispute filed by the patient was received however, it was not acceptedWe are showing a manual refund completed on January 9, in the amount of $We are unable to accept this dispute due to the charge have already been refunded per our recordsWe apologize for any inconvenience this has caused Sincerely, *** *** ***

ITEM # 1: Mr*** states that Apria Healthcare charged his credit card $in early December He states that when he called regarding the charge he was told that his doctor had confirmed he was still using the CPAP unit and it was converted to saleMr*** states that he was
informed the local manager would be able to assist with resolution on the CPAP unit and credit card chargeHowever, when he drove the miles to the local office the manager was not there and was to have called him back but has notHe states that he has disputed the credit card charge with his credit card company (USAA), however needs to know how to get the CPAP unit returned to the local storeRESPONSE: We have reviewed Mr***’s account and found that he received the CPAP unit on February 1, Mr*** provided his credit card to place on file for any charges not covered by his insurancePer Mr***’s insurance guidelines Apria must submit documentation from the physician for the patient to be CPAP compliantApria went to great lengths to assist Mr*** with obtaining the documentation necessary to qualify his claims for coverageApria faxed paperwork to the physician and spoke with the physician’s office and Mr*** in an effort to assist Mr*** in obtaining the documentation necessary to submit claims to MedicareHowever, Apria was unable to obtain the needed documentation and started the process to pick up the equipment until we could get Mr*** Medicare compliantWe were unable to reach Mr*** by phone, so we mailed him a letterMr*** contacted Apria and stated that the face to face notes were done in April by the physician and he would contact them and request that they fax the notes inStephanie with the physician’s office contacted Apria on the needed documentation to make Mr*** Medicare compliantShe stated that she would fax the information to us, we did not receive the informationApria converted the CPAP unit to sale December 2, and charged Mr***’s credit card on file that he provided at set up for the purchase priceMr*** contracted Apria on December 11, regarding his credit card being chargedMr*** stated that he would contact the local office about returning the CPAP unitWe have record of Mr*** going to the local office to return the CPAP unit and the branch manager not being thereWe apologize for the branch manager not calling Mr*** back, we have reached out to her and she stated that no one gave her the message to contact Mr***The branch manager has now contacted Mr***, who is going to return the CPAP unit to the local officeThe amount for the convert to sale will be adjusted offMr***, confirmed to the branch manager that he disputed the charge with his credit card companyOnce we receive the dispute we will recoup the payment back to his credit card companyWe will not refund Mr*** by check because if we did he would be over refunded and then owe Apria money backWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.Sincerely,*** ***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 *** ***,The following is an update on Complaint ID #***.Today I received in the mail a check from Apria Healthcare for $408, the total of charges to my credit card in July As Apria has now both adjusted my balance and issued a refund, I am satisfied and consider my complaint resolved.This being said, I would like to encourage the Revdex.com to carefully monitor Apria HealthcareI called Apria many times, my insurance company called at least twice, and I visited my local Apria office prior to submitting my Revdex.com claimAll of the representatives were similarly condescending and unhelpful, and so I believe my individual issue is likely part of a larger problem with the companyThat many of its customers are likely elderly or disabled is particularly troubling.Thank you for the prompt handling of my complaint.Sincerely,*** ** *** ***

We would like to apologize for the level of customer service you recently experienced regarding our automatic telephonic systemAfter a review of your records, we confirmed that all of telephone numbers including the cellphone number on record has been permanently removed from all our dialing
platforms Again, we sincerely apologize for any inconvenience and/or challenges 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

We have reviewed the patients account and were able to determine that the January claim on file was billed to *** *** on January 28, We received a response from the insurance that this invoice was processed and applied towards the patient deductible for This claim was
paid by your insurance however, they took back the payment made and the claim was billed as patient responsibilityThe previous refund was sent out in error and the balance would remain patient responsibilityWe would like to again apologize for any miscommunication or inconvenience this has caused Sincerely, Apria Healthcare LLC

May 6, 2015Revdex.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 thatmay have resulted in this complaintBelow is a brief description of the complaint matterand our response.Item# 1:Mr*** states that he does not agree with our response and request that an empoweredrepresentative contact him to find a better resolution than the company's silence.RESPONSE:We have spoken to Mr*** and the equipment was exchanged on May 15,2015.Sincerely,*** ***Billing Center Quality Specialist

Thank you for taking the time to bring your concerns to our attentionIt appears we did not properly process the documentation sent from the physician’s officeThis caused the patient’s account to bill directly to him instead of to the patients *** insurance*** requires that a
written order of delivery (WOPD) be obtained prior to delivery of the CPAP unit, if the WOPD is obtained after the equipment has been delivered then *** allows Apria to pick up the machine and provide a different one and begin the billing to them using the date of the newly delivered equipmentUnfortunately these processes were not completed properly and no billing was ever released to ***To rectify our mistake we have removed all balances sent by Apria Healthcare from the collections agency and we have removed/adjusted or written off all open balances currently on the patient’s accountAs of 1/8/the patient has a zero balance with Apria Healthcare, there will be no billing to *** for the machine currently in the patient’s possessionWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

Again, we would like to take this opportunity to thank you for taking the time to convey your concerns to us and to apologize for any miscommunication on our part that may have resulted in your concern. After further review of your records, per the licensed respiratory therapist at the local branch the respiratory equipment you received is functioning properlyThe modem that malfunctioned is a separate component from the respiratory equipment and does not interfere or affect the way the respiratory equipment functionsA new modem was shipped to youAlso, the manufacturer confirmed the modem was activated and is functioning properly Again, we sincerely apologize for any inconvenience and/or challenge this issue has caused youWe greatly appreciate you for taking the time again to bring your concerns to our attention Sincerely, Apria Healthcare LLC

Apria Healthcare informed the patient of the need for a new sleep study, however his physician is to evaluate him and have the sleep study scheduledThe patient has been sent letters advising him that a copy of the evaluation was neededWe have not billed the patient prior to informing him of the requirementsIt is up to the patient whether he continues renting the equipment knowing *** may not cover or he can return it and start over to be *** approvedWe feel all appropriate steps have been taken to resolve this issue Sincerely, Apria Healthcare LLC

We have been in contact with the patient’s mother regarding her concerns and on 4/21/we provided the mother with complete resolutionWe 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.*** is requesting for the billing issues to be resolved and to terminateApria Healthcare as a supplier.RESPONSE:We have reviewed Mr*** account and found that he was onauto supply shipments.We were shipping him the allowable supplies per his insuranceguidelinesPer his request
we have removed him from the auto supply shipmentsand had his phone number removed from our dialer system.We submitted the January 8, order to *** ** *** ***,however on April 23,2015, they denied the claim as patient responsibilityThe amountof $was referred as Mr*** responsibility. The April 8, order was submitted to the *** *** ***,which we received a no coverage denial on April 17, The amount of $195.54was referred as Mr*** responsibilityWe are in the process of verifyingthe *** ** *** *** insurance and will work to resubmit the claim. We apologize for any inconvenience this may have caused.Sincerely,***
***Billing Center Quality Specialist

We would like to apologize for the level of customer service you recently experiencedAfter a review of your records, we have confirmed that on 10/27/you spoke with a supervisor regarding your concerns and discussed your frustrations with getting incorrect ordersAlso, we confirmed that your
correct order was shipped on 10/27/ 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 patient account with assistance from our insurance team and they confirmed that patient was billed for date of service September 1, through November 1, for the monthly rental of the respiratory assistance deviceWe requested authorization on October 21st, and was
unable to obtain authorization therefore we billed for the denial for those dates of service and charges were billed to her credit card as patient responsibilityWhen patient received her respiratory assistance device on June 1, her spouse signed our Sales, Service and Rental Agreement authorizing the credit card to be placed on file for any charges not covered by the insuranceWe do apologize for the miscommunication and the oversight of not contacting you prior to you being charged for the non-recurring charges as our goal is to ensure customer satisfaction as well as accurate billing We have also removed your credit card for recurring to discontinue any automatic charges to your account
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
Regards,
*** ***
I would like APRIA to acknowledge that the large masks that they said I was not charged for cost me $40+ dollarsThey have taken the money out of my debit card accountI sent the masks back to APRIA this morning via their courierI have NOT had the money refunded at this timeThe APRIA representative made it sound like they allowed me to keep the masks and they did not charge me for themHe is mistakenI have BOTH paid for the masks AND returned themPerhaps the representative would be able to look up the details of this transaction, and correct his response.*** ***

We would like to take this opportunity again to thank you for taking the time to convey your concerns to us to apologize for any miscommunication on our part that may have resulted in your concernAfter further review of your records, we confirmed that since your last correspondence with the Revdex.com, the order for your respiratory device has been approvedAlso, an Apria representative contacted you and you have an appointment scheduled for September 1, at 2:pm Again, we sincerely apologize for any inconvenience or challenge this issued has caused. Sincerely, Apria Healthcare LLC

We have confirmed that patient received CPAP supplies on August 26, and claims were submitted to her insurance and denied payment therefore billed as patient responsibilityClaims were placed in collections due to non-paymentI have completed a detailed itemized statement of the billing as requested by patientThe information includes the invoices that were been placed in collections and I have mailed the information to the address we have on filePatient can review the information and can follow up with her insurance for questions in regards to any claims that were denied by themWe apologize for any inconveniences this might have caused. Sincerely, Apria Healthcare LLC