Apria Healthcare

Item# 1:Ms.*** states that she has been misinformed regarding the rental of the CPAPdeviceAlso when she returned the equipment she states that she paid the openbalance of $26.74, then was later charged another $106.94. RESPONSE:Ms.*** filed a complaint with Apria’s
corporate office simultaneously with theBetterBusiness Bureau complaintWe called and discussed the billing issues with Ms.***on April 16, We explained that the $charge was the copay amount forthe March 7, date of serviceThe $charge was for deductibleapplied by the insurance for the March 7, date of serviceWhich shestated that she understood and had no other additional issues nor requested adetailed statement or refund at that time. We doapologize for the miscommunication as our goal is to ensure customersatisfaction as well as accurate billing. Sincerely,***
***Billing Center Quality Specialist

We have reviewed the patients account and confirmed that the claim for date of service December for his durable medical equipment rental in the amount of $was removed from collections and patient is no longer responsible for those chargesPatients insurance Medicare has been added to the account to bill for claims beginning in January 26, through November 26, and going forwardAt this time, claims are currently pending payment from the insurance with no patient responsibility at this timeWe 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
Regards,
*** ***
Although your findings at least in part may justify your reason for the customer service failures -- your finds are inaccurateWhen the order was placed on 4/with *** height and weight was providedIn addition, she was told to call my father timesI was heavily sedated. I was promised by multiple representative that the supervisor of your *** *** location would call me - he never did. When the equipment was delivered only half the items were provided. Equipment never arrived for week and my Dad had to carry me around the house. maybe if customers could call *** *** *** ** *** *** *** ** *** *** you might get your act together. Resolution sought: compensation in the amount of for equipment purchased out of pocket due to your negligence as well as personal time spent obtaining equipment and phone calls over Thank you

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 account was sent to collections after notifying us weeks priorAll bills had been paid up to date and then it was found that there was a charge from years past that came on one statement and was then sent to collectionsTo say the account was past due over a certain amount of time is correct but without letting the patient know is completely unacceptableAnd yes we paid that in fullWe were paying for a piece of equipment that wasn't neededThis whole bill was over a piece of equipment that was never neededAnd when asked to come pick up the product, Apria was given three phone numbers to reach us to get in contact with usSaying the customer was not complaint is falseThe reasons for this, he was getting tests done to show he needed a CPAP machine, which included but were not limited to, sleep tests, and doctor's prescriptionHe wasn't approved for the oxygen machine because he never needed or used the oxygen machine and this piece of equipment was what the charges had stemmed fromThe CPAP machine and associated charges are not the charges in questionIt was for an oxygen machine that was given for surgery and then was never picked upEVEN AFTER WE OFFERED TO DROP OFF OURSELVES AT THE *** STOREApria not only had numbers to contact us with, but failed to call even after getting another person in management involvedThe very next day Apria failed to contact us to pick up a machineThere were phone calls to Apria's billing about being sent to collections after only being notified weeks prior about overdue charges that were not present in the statement priorYou're billing department failed and we suffered for itYou're delivery/pick up company failed and we suffered for itNo one even came to change the filters or face masks or tubes and these are things that patients are using for their lungs and breathing, and if you had come and changed out what was supposed to be, you could have taken the machineAnd yes, we called for the tubing and masks as well.
Regards,
*** ***

We have reviewed patient account and confirmed that a refund in the amount of $was approved by our branch manager to be processed to patient for the amount that was paid; however that amount was not adjusted off in our system resulting in patient receiving a billing statementI have
enter the necessary adjustment and at this time patient account now reflects a zero balanceWe 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
Company has not satisfied my need for CPAP (they mistakenly write 'Pap' as in 'Pap Smear') supplies A man saying he was from Respondent Company phoned me on 11/10/and said he would send the CPAP machine white paper filters I require and that the charge would be $ I received a parcel containing filters which are many times too small and DO NOT FIT my CPAP machine Respondent company is now demanding that I pay the $ I refuse to pay it and I am also not going to pay to return the wrong-sized filters The filters reached me in the following manner The man who called me says he works for Apria, gave his phone number as 877-265-ext***, and his name sounds like *** *** or *** ***--hard to say, because he mumbles He did not give me a chance to check the stock number for the filters, and refused to hold the line to let me look Later, I checked my CPAP supply box and found wrappers giving the following info: the correct filters are Tiara Medical noTCF-I called *** a week ago and reported this He has not bothered to call back I also got a phone call from some woman calling herself "*** *** ***" and saying she was calling from the same phone number, ext.*** I called her last week too, after the wrong filters arrived, and I left a message, and she too has not bothered to call back I am also dissatisfied because Respondent Company has not shown me any evidence in writing that it will stop having its bill collector continue to dun me for payment I already made for a CPAP mask and hose many months ago During November, 2014, the Respondent Company has had a bill collector fraudulently contact me about that alleged debt To me, Respondent Company will not have resolved this complaint until and unless it assures me IN WRITING that I owe NOTHING.To me, it looks obvious from Respondent Company's response to the Revdex.com that they do not take this matter at all seriously -- they just do not give a *** about this one customer's complaint I am therefore contacting the federal Medicare system with this complaint, since Medicare regulates medical supply companies Moreover, if this matter is not resolved by Dec15, 2014, I will make further efforts to get the attention of this monster corporation by suing it in local court They have to resolve this, and I will not shut up until they do
Regards,
*** ***

RESPONSE:We have reviewed Mr***’s account and found that the portable oxygen was neverpicked up in the sytem, therefore it continued to bill each monthWe have corrected thebilling in our system and had the portable oxygen picked up so it will no longer bill eachmonthWe have started the refund
process to have the overpayments refunded and anypending invoices adjusted.Mr***’s account balance as of today is $and we apologize for any inconveniencethis may have caused.Sincerely,*** ***Billing Center Quality Specialist

We would like to apologize for the level of customer service you recently experienced regarding the delay in receiving your respiratory suppliesAfter a review of your account, we confirmed the delay was pending a compliance download of your respiratory device which was completed on January 20,
Your insurance provider requires a compliance download prior to authorizing additional respiratory suppliesAlso we apologize for the communication difficulties you experience, we determined there were several service disruptions that dayWe 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 caseSincerely, Apria Healthcare, LLC

We would like to apologize for the level of customer service you recently experienced regarding your mother’s Durable Medical Equipment (DME)After a review of her records, we confirmed the prescription did not state the DME was needed STATTherefore, the order was processed utilizing our
standard protocolApria’s protocol to process a standard order is within 7-business days after receipt of the initial orderAlso, your mother’s records indicated the order was canceled by the patient due to the copayment requirementAgain, we sincerely apologize for the inconvenience and/or challenges this issue caused you and your motherWe 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 confirmed that the patient paid $on November 6, over the phone with a credit cardWhile the payment was still in process another payment was made on November 9, at the local branch upon returning the equipmentRefund requests were made to reverse the payment back to the
patient’s card November 19, and January 15, 2016, however due to errors with the requests the refund was not processedApria has requested a refund by check to be sent immediately to the patient in the amount of $We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Heathcare 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 did reach out to me. They asked me to provide copies of all checks (front and back) for the payments made so they could "research" the account. My payments are made through my employer's healthcare flex-spending account administrator, MyHealthEquity. Payment are sent via "VPay" (an example"VPay" attached for our reference) not by check. Clearly, Apria hasn't looked into this account issue very well! I sent this example to Apria stating that their billing center needs do the research to find these payments and learn how to apply them. I don't believe it's my responsibility to improve the internal processes at Apria's billing center! Also, they haven't given me ANY indication that the payments won't continue to be lost in their billing center moving forward. I've asked Apria to figure it out and email me with the new processes they have in place to prevent the ongoing lost payments. If Apria is able to give me some assurance they've got processes in place, then I will accept their response
Regards,
*** ***

We have reviewed patient’s account and have removed the outstanding balance from collections and patient is no longer responsible for those charges We have also requested that the collections agency have all information removed from all credit agencies if necessary and a letter sent to
patient as confirmation that it has been taken care of. At this time the account reflects a zero balance with no outstanding claims pending with the insurance
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingWe apologize for any inconvenience this may have caused.
Sincerely,
Apria Healthcare LLC

Item # 1: Condition of Equipment unacceptable to patient RESPONSE: Per the initial complaint, the patient received a cane that appeared to be used and stated that several calls were made and messages left regarding the situationAll branch calls are routed through our Regional Customer
Care Center in Jackson, TN and there is no notations regarding messages left or contact being made with a Customer Service Rep or local branch personnelIf the request had been made, Apria would have honored an exchange for an equivalent replacement A request for refund in the amount of $has been completed. Sincerely, *** *** Branch Manager Duluth GA

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 am being billed 100% of my CPAP machine rental and supplies for my 1st month (June 2016) on therapy because Apria HealthCare incorrectly billed my insurance company AND failed to obtain a Prior Authorization for my CPAP machine rental until 7/22/I spoke with ** ***/*** ***, who contacted Apria and they were informed that Apria was incorrectly submitting the claims and they hadn't received a Prior Authorization for my CPAP machine until 7/22/and therefore, they wouldn't cover my CPAP machine and supplies prior to 7/6/The insurance information was CORRECT and hasn't changed...Apria just didn't properly submit the claims and now they are charging me 100% of the rental cost for the CPAP machine and supplies for the month of June 2016.Desired Outcome: Adjust my bill to reflect that I will only pay 15% co-insurance instead of 100% of bill due to the fact that the error was on the part of Apria HealthCare for the month of June 2016, which was the total amount paid on June 1, and not the that was billed and paid on 7/27/
Regards,
*** ***

We would like to take this opportunity to thank you again for taking the time to convey your concerns to usAfter another review of your records, our records indicate that on January 30, 2018, a customer service representative contacted you and confirmed that you have received the correct respiratory supply Again, we sincerely apologize for any inconvenience or challenge this issue 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 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 is satisfactory to me. I l consider this complaint resolved
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,
*** ***

We have reviewed patient account with assistance from our insurance team and confirmed that as of July 1st, patient network changed to Wellmed and Apria is out of network with themTherefore patient is
being billed from July 1, through July 22, Patient was billed in error
for dates of service May 22, and June 22, and UHC paid toward those invoices and the money was recouped back to them and a payment reversal was completed in the amount of $that patient paid and will be applied toward the open balanceThe amount of $was the only amount patient was responsible for that date of serviceWe have also removed patient from collections for date of service June 22, and that balance is no longer validAt this time patient account reflects an open balance of $1,for dates of services January 22, through July 22, for the monthly oxygen rentalWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

We have confirmed that the patient did not meet the 70% usage requirement in order to obtain authorization for continued coverage with his insuranceThe patient was then billed under self-pay and is responsible for the billed amounts during the time he was in possession of the rental equipmentApria Healthcare will accept any payments made, however in order to prevent collection activity the balance must be paid in fullWe do apologize if this is an inconvenience Sincerely, Apria Healthcare LLC

We have reviewed the patients account and confirmed the CPAP supplies he received were returned and an adjustment was enteredThe patient is no longer responsible for the chargesWe have also requested a refund be processed to the insurance as the charges were billed to them in errorAt this
time, the patients account reflects a zero balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC