Apria Healthcare

Thank you for your letter concerning the level of customer service you experienced during your contacts with Apria to obtain your CPAP supply orderWe certainly understand your frustration with the level of customer service response you received, and we want you to know that these concerns have
been taken very seriously. The feedback you have provided will be used for coaching and training our employees.The standard timeframe for orders of this nature to ship take approximately days from the date of the initial orderTo resolve any additional delay the requested order has been shipped overnightAgain, we sincerely apologize for any challenges you have experiencedIf have any additional questions or concerns please don’t hesitate to contact 800-310-

The patient’s account has been reviewed and a copayment is required upon ordering supplies, however his statements generate on the 12th of the month and the payment didn’t post until 15th of the month causing a bill to be sent outHe is eligible for nasal pillows every ninety daysThe patient
received nasal pillows September 28, and was not eligible on November 3, The order for April 3, was returned due to being shipped to the wrong addressThe patient went to the local branch to pick up supplies April 11, 2017, everything was available except the nasal pillows and a new order was placed to be shipped April 21, at no charge as the patient would be away until April 20, He also received nasal pillows July 31, and was not eligible on October 11, We do apologize for the inconveniences as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We have reviewed the patients account and it has been determined the balances which are currently being billed to the patient are valid balances and will remain on the accountThe patient is currently being billed for the 20% coinsurance monthly for the rental of his oxygen equipmentWe are aware
the patient has a primary and secondary insuranceWe are obtaining payment from the patient’s primary insurance and have received denials from the secondary insurance of ***We sent the patient a letter in November notifying him, his secondary insurance plan does not cover durable medical equipmentThe letter more specifically stated “does not cover the charges for services that you have received from Apria HealthcareMass Health has advised Apria Healthcare that the plan you have chosen is a state plan and not a *** planWith this state plan, Durable Medical Equipment is not a covered benefit and any incurred charges are/will be patient responsibility.” (Another copy of the letter can be provided upon request) The letter also advises to please contact the number on the back of the patient’s card for more information on the plan type the patient choseWe received confirmation this letter was received when the patient’s daughter in law contacted us via phone November 23, stating she received the letter, on this date we advised of the open balance on the account and why the patient was being held responsible for the balancesEach time a call was placed to our billing department about the balance, this same information was given and the caller was advised to contact *** for more information on the patient’s planUnfortunately, we have no control over the type of insurance plan the patient chose nor can we control what items are covered or not covered under the patient’s planWhile we certainly do not wish to send a patient to an outside collection agency, our system is designed to automatically send balances to collections when proper notification has been made that a balances is due, and the balances are left unpaidRegrettably we will not be able to honor any type of compensation for emotional distress, as we have no control over the patient’s insurance coverageWe 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 cpap supplies November 25, Upon verifying his insurance found that he have *** *** *** *** ** ***, who has *** *** as their third party administratorApria Healthcare’s contract with the patient’s insurance don’t allow us to bill the
patient directly and give price quotesIf the patient is responsible for copays or deductibles then he will be billed by his insurance administrators Care Centrix not Apria HealthcareWe believe that all appropriate steps have been taken to ensure accurate billing and apologize if this has caused an inconvenience

We have reviewed patient account and confirmed that patient returned the CPAP heated tubing that he received a bill forWe have entered an adjustment for the amount of $and patient is no longer responsible for those charges and there were no late fees applied to his accountWe have provided
our Customer Service Department all information regarding the issues the patient experienced to ensure better customer service is provided for him going forward and his account currently reflects a zero balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We have confirmed that the patient did provide his credit card, however it was not set for auto billingPer email sent by the patient November 7, 2017, he indicated that he was deployed April He was sent statements prior to April for service dates April 25, through January 25, Some billing dates started going to collections as of January 29, and still no payments were madeThe patient is responsible for any balances generated for the rental of the machineWe believe all appropriate steps have been taken to resolve this matter. Sincerely, Apria Healthcare, LLC

We have reviewed the patients account and confirmed that we have a Sales, Service and Rental Agreement on file signed by the patient authorizing his credit card to be placed on file and to be automatically charged for services not covered by his insurance planThe charge of $was for the convert to sale of patient equipment and the two charges of $were for supplies received totaling $577.51. The claims were billed as self-pay because his insurance plan with *** was verified as inactive; however, the patient has informed us that his plan with *** *** *** was effective as of 8/28/Therefore, our payor change team is in the process of verifying the plan, and if possible will try to resubmit claims to *** *** *** for processing to confirm if they will cover the invoicesWe have sent a copy of a detailed itemized statement of the billing to the patient as requestedWe 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 do not see any adjustment to the balance owed on my account when I look at it in epay.apria,com It still shows that I owe them $(see attachment - current balance.jpg) The adjustment referred to in Apria's response has not been made to the total I expect the balance to be adjusted to $(removing the charge of $85.66) I am also attaching the original bill and insurance company *** It is clear from the *** that: The $charge does not appear on the EOB for the date of service noted The charge of $42.83, while correct, has the wrong Date of Service per the EOB.If Apria will simply remove the $line item from my account and reflect that on my balance, I will be satisfied and will pay the bill
Regards,
*** ***

This letter is in response to the Revdex.com case number referenced above that was submitted to the Revdex.com on 09/24/15. Thank you for taking the time to notify us of your unsatisfactory experience with our serviceWe are taking every action possible to make sure that this problem is
rectified and we are able to provide the best solution possible to your inconveniences Below is a brief description of the concern(s) and our response. Concern # 1: Missed or rescheduled appointments Response #1: The client was contacted and an appointment was scheduled at his convenience Concern #2: long hold times, dropped or disconnected phone calls and hearing challenges Response #2: The Organization is aware of the challenges with periods of extended hold times, dropped or disconnected phone calls and is working on improving the phone system. Sincerely, Apria Healthcare LLC

We have confirmed the patient received a bipap December 23, with Kaiser Permanente as his insuranceThe contract agreements are based on the insurance provided and if not purchased the agreement starts over with the new insuranceWhen the patient changed to Humana the agreement started over
as the equipment was not purchased but under a maintenance with no chargeApria Healthcare has converted the bipap to ownership due to the time he has had the machineAn adjustment has been requested for the balance of $as a one-time courtesy with no further billingWe 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
The response still does not explain why on March when Apria received authorization, the order did not ship,it was only when I called to inquire on March that they realized the order was not processed, then it was shiipped
Regards,
*** ***

Again, we would like to apologize for the level of customer service you recently experiencedAfter a review of your records, we have confirmed again that you have an open balance on your accountOnce the open balance is paid, your supplies can be shippedYou may contact Apria Healthcare’s billing department at (866) 505-to discuss payment options and for further assistance
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
Sincerely,
Apria Healthcare LLC

Item # 1: Did not receive elevated leg rests with the wheel chair and communication of the delivery. RESPONSE The equipment order came directly from ***’s insurance company, ***. The order did not include elevated leg rests and therefore were not authorized by *** at
that time. We do try to provide delivery time frames, however, there are times when additional last minute orders are placed between existing deliveries. The chair has been exchanged and the elevated leg rests have been provided. Again we apologize for any in convenience this has caused. Sincerely, *** ** *** Sacramento Branch Manager Apria Healthcare

ITEM # 1: Mr*** states that he and his wife are being charged for amounts that should be covered by the insuranceHe states that his account was referred to collections when he does not owe the amount being billedMr*** is requesting a letter acknowledging that neither he nor his wife
owe anything for the supplies they receivedRESPONSE: We have reviewed Mr***’s account and found that he ordered supplies on August 12, and we submitted claims to Medicare and United Health Care on his behalfMedicare made their payment in the amount of 80% for each claimUnited Health Care states that they paid $13.06, however Apria is in the process of trying to locate the payment, as of today the amount of $is pending under United Health CareThe amount of $was referred as patient responsibility in error, which we have corrected by having the amount adjusted as of today, leaving Mr***’s account balance $The amount of $that was referred to collections for the May claim was removed December 24, 2014, leaving Mr*** a $balance with collectionsWe reviewed Mrs***’s account and have referred the patient balance back under United Health Care to have the claims reviewed because they denied for lack of informationAs of today Mrs*** has a $balanceWe apologize for any inconvenience this may have causedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely,*** *** Billing Center Quality Specialist

Item # 1:Ms*** stated that she began receiving oxygen services from Apria Healthcare in August Ms.*** states that she received a bill totaling over $and is not understanding why being that she has a primary and secondary insurance.Ms*** states that she has made several
attempts to contact billing in regards to her bill and has experienced extensive hold times & also stated that she has also tried to communicate by email and has not received any response as well.Ms*** is requesting assistance with her account and to ensure that the claims are submitted to her*** plan along with her secondary insuranceIn addition, Ms*** request that the collection agency be notified as well. RESPONSE:After reviewing Ms*** account, in order to bill *** for equipment prescribed by a physician, they require specific criterial that must be obtained and submitted along with the claims for processing. Apria Healthcare previously requested testing results along with face to face notes from Ms*** physicianIn addition, Apria Healthcare also needs a WOPD (Written Order Prior to Delivery) as well.Per our records *** * with *** * *** *** *** contacted Apria Healthcare on April 2,and it was explained to her of the information needed. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,*** *** ***Patient Account Resolution Team Lead

Item # 1: Customer’sStatement of the Problem: On January 2, I placed an order for CPAP unitaccessories: 6' tubing, white filters (mosupply), water reservoirbasket (humidifier), each, CPAP Pro Kit (APRIA #***) Consisting of: NasalPuffs, Diffusers, Mouthpiece, Hose Clamps, Curved
Bracket, Screw & Nuts,Corrugated Tubes, "Y" CouplingI have received all of the above itemswith exception of the CPAP Pro Kit which contains the specific items containedthereinI have telephoned APRIA countless times and to date; the customerservice staff cannot advise the status of my CPAP Pro kit which is sorelyneeded! My personal situation is now desperate, in that the mouthpiece that Icontinue to use is nearly a year old and is in terrible condition (insuranceentitles me to a new mouthpiece every months)I have tried many times tocontact the corporate office to inform them of my situation, but theirautomated telephone message simply refers the caller to the general customerservice telephone number; where they are unresponsive to my problemI amextremely concerned that the mouthpiece I am forced to continue to use maycause future health problems such as a type of bacterial illness due to theaband extended use. ComplaintBackground: Purchase Date:1/2/2015 DesiredSettlement: I am truly in desperate need of receiving the above kit whichincludes all of the contents mentioned above, especially the mouthpiecePleasekindly assist us in trying to get information regarding the status of my CPAPPro Kit? My situation has become desperateRespectfully, *** ** *** RESPONSE: Mr.*** ***’s supplies were shipped overnight by the local branch who mustorder these supplies each time he requests themThis particular CPAP mask willalways be a special order item requiring from month to months for the orderto processThis is a unique mask. The other portion which took some time to complete is a compliance download showing his secondary insurance *** *** he is compliant using his CPAPnightly. Mr*** has been contacedt on May 12, the day his supplies shipped with an ETA of May 13, 2015. Sincerely, *** ***SupervisorSMC/HST

Patient account has been reviewed with assistance from our insurance team and they have contacted the insurance and currently appealing the claims with them and patient was provided that information as well on May 12th, by one of our representativesThe open balance has been placed under the
insurance until the appeal process is complete and at this time there is no patient responsibilityWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare

We would like to again apologize for the level of customer service you recently experiencedAfter a review of your records, we have confirmed the cause of the delay was a result of a shipping error and the supplies were returned to senderCoaching for the error has been implemented by the servicing managerMultiple attempts were made to reach you by phone (with no voice mail availability)Also, an email was sent to you on 9/10/with no response as of dateWe have reshipped the supplies requested
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: Mr*** stated he provided Apria Healthcare his updated insurance information on several occasions and is now receiving a bill for $because the information was not updated in the system in a timely manner RESPONSE: We have reviewed Mr*** account
and confirmed that he received an automated system request from us to order CPAP supplies on 12/02/At that time the system requested his updated information but it does not reflect in our system we added the new information; therefore I have removed Mr*** balance from collections for $and he is no longer responsible for those chargesWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, *** ***
*** *** Billing Center Quality Specialist

We have confirmed that the balance of $service date April 17, is for Cpap supplies receivedHis insurance applied the annual deductible making him responsible for the full claim amountThe patient’s credit card was charged, which he disputed with his credit card company each time and payments were reversedThe reversed payments reflect on the statement as misapplied paymentApria Healthcare didn’t receive full payment for services rendered and the patient is responsible for the balanceWe have mailed the patient an itemized invoice showing each item billed and the amountWe do apologize for any inconvenience
Sincerely,
Apria Healthcare LLC