Apria Healthcare

We appreciate you bringing your concern to our attention regarding the difficulty you had receiving your respiratory deviceAfter a review of your records, we confirmed the delay was due to the delivery technician’s failure to contact you prior to arriving at your residence per your requestAlso,
we confirmed that on February 14, the delivery technician contacted you prior to your scheduled appointment and delivered your respiratory equipment We sincerely apologize for any inconvenience and challenges the delay has caused youWe 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
When I picked up the device from Apria location in Oceanside location in Novof 2013, I was told by the staff that my insurance and myself would pay off this device after about a year or so of monthly payment, myself and insurance each paid about 50%. Just as the staff said, I did not receive any bill after about a year In the late 2015, I suddenly received a bill of about $from Apria, so I called them and told them my new insurance information and explain that our company had merged with another company and had a insurance change after the merge, if there was any charge, it can be charged to the update insurance. After this phone call, I kept receiving bill and added up more charge from them. In this case, I made my 2nd phone call to Apria, a lady who did not know much about the billing answered the phone and kept me from waiting and waiting during the phone conversation, I told her that I was told the device was paid off by your staff after initial 1st year monthly payment, Apria should not charge me anymore. She told me to call back since she needed to do some research after I spent an hour on the phone, so I told her I would like to receive a call from you when you had an answer about it since I did not have time to call and get no answer at the end; After that, I got busy for my other things in life while I was waiting for answer. The bill went on growing thereafter, so I called back for my 3rd time. This time, I was told that I needed to pay everything all over again since my insurance had changed, I argued with the staff that I was told the device was paid off after about a year by your staff when I picked it up, furthermore, when I called in the first times, no one told me that I needed to pay this all over again as self-pay even though I have new insurance, I told her that I could give back the device to them as my payment1st after all, I was given the wrong information by the staff when I pick up the device. 2nd, I would have return the device in the first place if I knew that it would charge all over again when I made my 1st phone call to update my insurance information There are so many complaints at Revdex.com website about Apria billing and Apria had not accredited by Revdex.com. Please do good and accurate billings practice to improve itself
Regards,
*** ***

Item # 1:Mr*** states that when he received equipment he wasmisleading on the amount he would owe each monthHe also received unordereditems and when he made payment and requested for the services to bediscontinued, he continued to be billedMr*** states that he was alsosent to
collections and had phone issues in his attempts to resolve the billingissuesHe wants to make sure that the derogatory statement on his creditreport is removed and that the account is closed. RESPONSE:We have reviewed Mr***’s account and found that he receiveda CPAP device and supplies on January 24, We submitted claims to *** onbehalf of Mr***, any amounts not paid by *** (copays, deductibles orout of pocket) would have been referred to Mr***’s responsibilityAtthe time Mr*** also signed the oform to receive supply shipmentsevery six months per his insurance guidelines. On January 31, 2014, Mr*** requested to be removed from theosupply orders, therefore he was removedHe also requested to return hisCPAP device and supplies that he had just received, in which he signed an againstmedical advice (AMA) form and returned the CPAP device and supplies. The supplies that had been shipped on January 29, 2014, werereturnedTherefore the amount paid by Mr*** in the amount of$was refundedThe balance that had been referred tocollections had already been sent before the payment of $was made andthen refundedThe Apria system and the collections system are not tied together.As of today Mr*** has a $balance with collections and per thecollection activity, they did not report the amounts to Mr***’s creditreportMr***’s open balance with Apria as of today is $0.00, with nopending invoices. We do apologize for the miscommunication and any phone issues asour goal is to ensure customer satisfaction as well as accurate billing. Sincerely,*** ***Billing Center Quality Specialist

We have reviewed the account and confirmed that the patient did receive his durable medical equipment on August 28, and signed our Sales, Service and Rental AgreementThe equipment was to convert to sale after months rental under his *** *** *** of IL Plan contract agreement, but his plan changed before the contract was completeWhen the insurance changes we have to honor the new plan agreement and bill according to their contractWhen the patients spouse spoke with our representative on January 8, she was informed her the account would be reviewed to confirm if the equipment can be converted to a sale since the account has been through so many insurance changesShe was also informed a supervisor would review the account to confirm if the equipment would be converted to saleBecause the patient had multiple insurance changes throughout the rental of the equipment the rental episodes restarted with each payor change and had to bill according to the new contract agreements After further review of the account by our insurance team they have confirmed that Apria has billed correctly per the contract with each insurance and billed patient correctly per all insurance payor Explanation of Benefits received. If patient the is disputing the outstanding balances, he would have to appeal with his insurances effective for the term of the equipment rentalAs previously stated the purchase price has been met per the contract with a final insurance change with *** *** *** IL on April 28, 2016, therefore; the patient will no longer be billed for the monthly rental of the equipmentAt this time, the account reflects and outstanding balance of $2, that is placed with State Collections and they can be reached at 7141.We have attempted to contact the patient and provided our contact information to further assist and believe that we have taken all appropriate steps to resolve this matter Sincerely, Apria Healthcare, LLC

RESPONSE Upon receipt of this concern Mr***’s account was reviewed. Unfortunately, *** has very specific criteria for qualifying Pap equipment. Mr*** should have been advised during the first conversation with Apria what specifically was required for *** reimbursement for the pap device and I would like to apologize for the frustration this caused him. To ensure Mr*** understands the *** requirements I would like to offer a link to the *** website *** This link will provide a documentation checklist of all documents required for pap therapy for ***It was noted that Mr*** originally received his pap device in 2005. Unfortunately, the humidifier he received previously would not be compatible with a new pap device. The new pap model would not accommodate his old humidifier therefore, an updated prescription was needed to provide Mr*** with a new humidifier that could be used with his new pap device Sincerely, *** *** Area Customer Service Manager

The patient received a Bipap June 1, 2015, in which his wife signed a sales service and rental agreement to authorize automatic billing to their credit cardA renewal authorization was needed for dates of service September 1, through November 1, Apria Healthcare requested and received the clinical documentation from the physician October 22, The authorization was received for November 10, The charge made to patient’s credit card for $was to cover the insurance denial for September 1, through November 1, The patient may dispute the denial with his insurance company as these are valid charges and should receive an explanation of benefits from the insuranceWe apologize for any inconvenience this may have caused
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
Apria states that itemized statements have been sent to me; they have not! Both myself and *** have requested itemized statements, but I have not received my request Additionally, even though I request to receive a statement every month, APRIA states that I won't receive one in their response Although the billing specialist answered the bulk of my questions in writing to my satisfaction, the above two noted issues have NOT been resolved I as well, request a contact person/phone number instead of getting nowhere contacting the only available number, which is a call center
Regards,
*** ***

We have reviewed patient account and confirmed that we requested a refund be processed for patient on August 7th, in the amount of $75.24. The refund was mailed to the address we have on file for patient which was incorrectPatient correct address has been updated in the system and a
refund check is being processed to be sent to her in the amount of $We do apologize for the inconvenience this has caused as our goal is to ensure customer satisfaction as well as accurate billing

Item # 1:Ms*** ***d that she received a notice from a collection agency where a debt was sent to *** on behalf of Apria Healthcare.Ms*** also ***d that when she contacted billing that the representative that she spoke was not helpful to her. RESPONSE:After
full review of Ms***’s account, it has been confirmed that the balance that was sent to *** *** were recalled on March 17, Being that the invoices were recalled, the balance will no longer reflect as Ms***’s responsibility. In regards to the customer service that was provided to Ms***, we have elevated to the appropriate management team to address as appropriately as a training opportunity. 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

We have confirmed that the patient did cancel his order after being asked for a credit card to put on fileAlthough the patient’s insurance may cover at 100% there is no guarantee of payment from the insuranceApria Healthcare’s policy does require a credit card to be put on file to secure assets
as wellThe patient does not have to set up automatic payments if he chose not to, however, in the event of the equipment being lost, stolen, or not returned we have to have a card on fileApria Healthcare take all concerns under great consideration, however at this time the policy will remain the sameWe do apologize if this is an inconvenience to our valued customers
Sincerely,
Apria Healthcare LLC

ITEM # 1: Mrs*** states that the supplies were returned to the local office once they received a bill from Care CentrixShe is requesting that the charges be reversed for the supplies that were returned and a statement be written that they do not owe the balance to Care CentrixThey also
want all activities to cease and to be removed from their credit reportRESPONSE We have reviewed Mr***’s account and found that he received supplies on June 27, Apria submitted claims to Care Centrix on his behalf per Cigna’s contract with Care Centrix to handle their billingCare Centrix paid Apria at 100% and submitted a claim to Cigna on behalf of Mr***I Cigna applied co-pay, deductible or out of pocket to the June 27, claims, Care Centrix would bill the patient for his responsible amount dueApria has no record of any supplies being returned to the local officeHowever, to assist with resolution on this matter, Apria has contacted Care Centrix to recoup their payments madeTherefore, after they have recouped their payment, Care Centrix will have to recall the amount that was referred to their collection agency and request that the amount be removed from Mr***’s credit report if reportedWe apologize for any inconvenience this may have caused 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
Regards,
*** ***

Desired Settlement: PROVEDE THE PROPER ATTACHMENTS AS PRESCRIBED BY MY DOCTOR AND NOTIFY *** THAT THE DELAY WAS NOT MY FAULT, BUT THE FAULT OF THE SUPPLIER RESPONSE: Mr*** called in 8/29/stating his mask was the incorrect size requesting small8/31/Mr*** called stating
the headgear was too smallThe information received was misleadingMr*** was contacted on 9/02/advised the mask comes with different size pillows to use the smallest pillow to resolveOn 9/10/15? Mr*** called back asking if his replacement order had shippedPrevious order was canceled as it was resolved on 9/02/But the patient stated he was expecting the small headgearThe order was placed againMr*** called on 9/15/to be advised his order was canceled for missing required *** documentsMr*** was incorrectly informedThe order was for a new mask fitMr*** was contacted on 9/21/to have the mask fit scheduled for 9/ Sincerely, *** *** Customer Service Supervisor Apria Healthcare

We would like to take this opportunity to thank you again for taking the time to convey your concerns to usAgain, we sincerely apologize for any miscommunication on our part that may have resulted in your concern According to the general manager, during a recent conversation he had with you, you wanted confirmation from Apria that if you receive another automated call from our telephonic system, you may request to have your equipment picked up by signing the AMA (Against Medical Advice) form or by providing a discontinuance prescription from the ordering physician. Again, we would like to assure you that all telephone numbers on record including your cell phone number have been permanently removed from our automated telephonic dialing platforms We sincerely apologize for any inconveniences or challenges this issue has caused Sincerely, Apria Healthcare LLC

We have confirmed that the patient received supplies and a cpap machine January 31, The insurance paid for supplies and cpap rental, however the patient has another account showing supplies for the same date of January 31, 2017, in which was deniedAn adjustment of the balance has been
requestedThe cpap is a rental and contracted to bill for ten months before converting to ownershipThe patient’s insurance termed before reaching the purchase price and the rental will be billed as a self-pay or under her new insurance if providedWe apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

The patient received Cpap supplies on September 9, The insurance applied their annual deductible and didn’t cover the costThe patient was advised of copays and deductibles upon ordering and does have days to return any unopened supplies which is noted on Apria Healthcare’s sales service
and rental agreementAfter further review, Apria Healthcare has confirmed that the patient did not receive a sales service and rental agreement with the return policy noted, for this reason we have adjusted the balance due of $We believe that we have taken all appropriate steps to resolve this problem to patient’s satisfaction
Sincerely,
Apria Healthcare LLC

Item # 1:MsBrill has reviewed our response and is still not able to access the Ms***’s electronic billing statements onlineMsBrill is requesting proof that the payments that the misapplied payment was located and applied appropriately.RESPONSE:After reviewing Ms***’s account, it was confirmed that the last statement generated for thisaccount was on November 27, 2014.We have located and applied the payments that were not applied correctly which leaves a $balance on Ms***’s account at this timePer MsBrill’s request an email has been sent along with an itemized statement reflecting the payments that have been applied to Ms***’s account.In regards to the oxygen humidifier prefill (water) deliveries, we have it set up in our system to deliver every four weeks going forward.We apologize for any inconvenience this may have caused as our goal is to ensure customer satisfaction as well as accurate billing.Sincerely,*** *** ***Patient Pay Management Center Lead

This is a follow up to complaint# ***I had a billing issue with Apria that was admitted by the company to be their mistake and the issue was supposed to have been taken care of and I accepted a resolution of the company making the correct billing adjustmentHowever I am still receiving harassing phone calls from Apria and in addition the company has sent me notice today they are sending me to collectionsThe company did not obviously follow through on their previous agreed upon resolution.I would like the billing adjustment the company promised and admitted they made to ACTUALLY be madeI would also like a physical statement sent to me via certified mail that my statement balance is zero dollarsI would also like a HANDWRITTEN apology for the company failing to comply with the agreed upon resolution and a list of what actual steps have been taken to fix this error

Revdex.com:
At this time, I have not been contacted by Apria Healthcare regarding complaint ID ***I have also requested the help of patient care as a third party to this matter and they are getting no where alsoApria has decided to turn us over to collectionsMy many
attempts to resolve this with Apria have come to a dead endThis company should not be allowed to operate and ruin peoples creditI have the feeling that maybe they are fixing their books at my expense
Regards,
*** ***

Email sent Friday 4-10-Requesting additional information. Apria has not been contacted with the patient name, therefore we are unable to research/respond to the complaint
Good Day Ms***,
I am the Liaison with the Revdex.com for Apria Healthcare’s corporate
office assigned to follow up on your Revdex.com complaintI am unable to research this matter without the name of your uncleOnce I receive that information I will follow up with his local officeThank you
***