Apria Healthcare

We have reviewed patient’s account and confirmed that he did receive a cpap June 27, The insurance require a three month rental then convert to ownershipThe cpap billed three months for $that the insurance paid and in order to meet the purchase price of $the final billed amount September 27, was $With that last billed amount the equipment was patient ownedThe claim wasn’t billed as patient responsibility until June due to insurance partially paying claim but latter took payment back, at that time it was too late to return the machineApria received notification from [redacted] that the compliance wasn’t received on November 24, The authorization can’t be obtained at this time, due to being past the time limit, for this reason Apria is refunding $paid towards the purchase and adjusting the remaining balance of $The payment of $for supplies will be refunded, as our records indicate they were returnedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

ITEM # 1: Mr [redacted] states that he was charged for supplies that he did not receive and wants Apria to immediately credit the amounts back to [redacted] He would like the credit verified by [redacted] and notify him in writing that he owes nothingMr [redacted] also requesting to have the credit reporting agencies notified that his account was not past due and the records updatedRESPONSE: We have reviewed Mr [redacted] ’s account and found that a CPAP mask and headgear was ordered on November 20, through the automated systemA CPAP mask and headgear was shipped on November 21, Mr [redacted] contacted Apria on December 9, and stated that he only received nasal pillows and does not need or want themHe stated the invoice was billing him for items he had not receivedA FedEx ticket was sent out to Mr [redacted] ’s to return the unwanted suppliesApria reversed the payment made by [redacted] on December 16, 2014, adjusted the open Apria balance and sent the recoupment payment request to [redacted] As of January 19, 2015, [redacted] stated that the recoupments take at least days to process and they are on the week of December 16, at this time [redacted] stated they would document Mr [redacted] ’s account that we called and questioned the recoupment again [redacted] advised if Mr [redacted] wants to call the patient billing department at [redacted] they would be able to verify the conversationOnce [redacted] completes the recoupment they will zero out Mr [redacted] ’s account balance and update his records Mr [redacted] ’s is being billed by [redacted] at this time, his open Apria balance is $Any remarks made against his credit report will need to be updated by [redacted] We do apologize for any inconvenience and miscommunication this may have caused as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] ***Billing Center Quality Specialist

We have reviewed the patient’s account and confirmed they received CPAP supplies for date of service October 16, The claim was submitted to Anthem for payment and was denied as maximum benefit reached; therefore, account was changed to bill to patient under self-payThe patient can reach out to the insurance for additional questions in regards to the claims not being covered, and if there is anything we need to do to correct the claim we will assist with thatThe account reflects an open balance of $for date of service October 16, We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely,Apria Healthcare, LLC

There doesn't appear to be a narrative of why the consumer is rejecting Apria's response [redacted] Physician & Patient Relations Apria Healthcare Corporate

Item # 1: Mr [redacted] stated when he spoke to Apria Healthcare he was informed that his account was resolved but continue to be contacted by the collections department RESPONSE: We have reviewed Mr [redacted] account and confirmed that his account balance has been removed from collections and the charges are no longer validWe have reached out to the Collections Agency to confirm the removal and at this time his account reflects a zero balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, [redacted] [redacted] Billing Center Quality Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Please note that I am again requesting proof of all of the statements made in their reply.In my original complaint, I requested that: Apria take the balance of their claim against [redacted] from their unnamed Collection Agency and accept what Apria has collected as payment in full or provide proof of non- compliance according to [redacted] guidelines beginning in 06/23/Apria responded that my Ms [redacted] was notified of non-complianceMy response:As stated in my original letter of complaint, [redacted] is an early stage dementia patientTherefore, as her eldest child, I am now assisting her in paying her billsIn going through her records, I have not found any letters from Apria of non- compliance as asserted in the letterPlease send recorded proof of these "supposed" verbal authorizations of these additional monthly payments as dated below, in the dates and amounts of; 08/12/for $5.00; 09/23/for $112.07; 12/02/for $5.00; 12/08/for $(see attachments)Apria said in their response: "Apria Healthcare did not submit claims to [redacted] while Ms [redacted] 's account was billing out as self-pay." My response: I am attaching documents proving that Apria Healthcare did in fact bill [redacted] Healthcare and were paid while they billed us as self-paying clients This is dishonest, we can not be self-paying if it was possible to bill [redacted] Healthcare and receive paymentsI am now requesting that they return her monies and take this out of collectionsIn addition we would like a written letter stating what action they have taken and if they want they can bill [redacted] Healthcare as it seems they could have done in the first place Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.My son was able to talk to [redacted] on my behalfcording to her this issue is to be resolved going forward by meShe stated that I would need to pay the bill myself and file an appeal with my Medicare insurance and obtain documentation on my own so that I may be reimbursedAccording to another billing specialist by the name of ***, I also spoke to on January 19, 2015, same day as my son talked to [redacted] , she stated that she could use the new certification for November to resubmit for previous billing for the months of April to current so that Apria would be able to recover all months [redacted] also mentioned that she would reimburse my credit card for November as Apria did not have permission to charge my account [redacted] mentioned that November should be paid by the insurance as well as all previous months in questionThis issue will not be resolved until Apria is paid by my insurance and according to [redacted] they have all necessary documentation in possession from the physician to bill MedicareAs this point, I am still unclear whether this will be taken care of because of two different Apria employees giving me two different responsesThis is the problem with Apria, no one seems to be on the same page and why this bill has gone unpaid this long The problem has always been with Apria, even though they mentioned that have tried to reach the physician for documentation several times with no response, it is still the job of Apria employees to get the documentation that is needed even if it might take someone calling everyday numerous times and following up to make sure problems like this do not happenI am hopeful that *** will be able to revolve this for me, as this has been a lot of stress, headaches and time wasted on my end Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have been on the phone with with united healthcare and even had united healthcare call apria because united healthcare don't care about the notes , apria said the needed facenotes from the doctor to which I had sent to them and they have them but really as a patient it is only my responsibility to get a prescription and turn in a prescription for my medical needs it is not up to me to play middleman between doctor and apriaThis is not very professional way to handle claims for life saving equipmentI have filed a complaint with my insurance provider against apria also Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My complaint has not yet been resolved Though, after three unanswered communications to the local Apria office, a complaint to their upper management ( [redacted] ), and then finally reporting them to the Revdex.com (all of which spanned nearly two months!), I did finally receive a written response from a [redacted] Lat an Apria office located in [redacted] However, in that response, I was given misinformation about who needed to do what in order to get the resolution I seek ( [redacted] told me that I need to contact my insurance company) When I contacted [redacted] (who answered my query in less than hours), I was informed that it is APRIA that must contact [redacted] (the Client Intake Team *###-###-####) in order to start the process of getting a payoff amount on my CPAP Because [redacted] *has refused to provide me with an email address (I requested it in a letter I mailed on June 30), I have now had to mail ANOTHER letter to her today informing her of the correct steps that Apria needs to take in order to procure a payoff figure(At this point, if Apria truly did care about customer service, they would just write off the balance of this machine!! If our law office had given this kind of service to a client (which we would never do!), we would have written off much if not all of their bill!) I now await a reply from [redacted] **.....who knows when that will happen ( [redacted] also sent a grievance form for me to fill out against Apria, which I will definitely be submitting.) [redacted]

We do apologize for any miscommunicationsWe have received both of your payments on file We have applied $to the rentals for your machine and to the supply ordersThere is currently a credit of $on the account Your equipment is to rent for months then will convert to sale, meaning it will become your property at that time If you prefer to receive a refund, you can call 866-505-to request a refund, otherwise, the money will stay as a credit on the account until the remaining claims have been billed and then the remaining amount will be refunded We 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’s credit card was set for auto payEach month the oxygen concentrator bills $with a copay of $billed to the patient and $to insuranceThe oxygen stationary is at no charge with the concentratorPatient's physician was not enrolled in Medicare’s Pecos system causing her account to be billed self-pay for the dates of August 10, 2015, September 10, 2015, and October 10, She was charged $for August and September October was billed the correct self-pay price of $instead of the insurance allowable of $for the concentrator and the stationary for total charge of $The physician has been updated and a payment reversal has been done to bill the insuranceUnfortunately payments made towards the insurance portion of $for months August, September, and October totaling $will be refund only after the insurance paysThe remaining $will be refund immediatelyWe believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Thank you for taking this matter as seriously as I have for the past monthsI have heard this same response from Apria Healthcare numerous times is the past yearI will not accept a resolution until I receive notice from the collection agency that collections will cease and the equipment is picked up Regards, [redacted]

ITEM # 1: Ms [redacted] stated she would like a refund for $because according to her explanation of benefits she was not responsible for the balance RESPONSE We have reviewed Ms [redacted] ’s account and confirmed that she received CPAP supplies on September 22nd, We submitted claims to BCBS of Texas for the total claim amount of $and they paid $and patient was responsible for a co-insurance of $ Ms [redacted] made a payment of $toward date of service September 22nd, and it applied to the account on October 23, Ms [redacted] also made a payment by credit card on October 8th, for the remaining amount due of $but during the processing of the payment being applied to the account the balance automatically rolled to collections due to the time frame of being outstandingI have placed the balance on hold in collections to discontinue any collections efforts and requested that Ms [redacted] ’s payment be applied to the collections balanceThe balance will not reflect on her credit due to the amount and the timeframe it has been placed We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, [redacted] Billing Center Quality Specialist

I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 Revdex.com,Yes, Apria finally delivered the equipment but it still doesn't take away from the fact that they put my uncle in great discomfort while failing repeatedly to do as promisedI have no faith in this companyThey used to be great, not sure what has happened, but I have talked with many people who also think the company is unable and/or ill-equipped to handle some new [redacted] requirements.In any event, since my Uncle has [redacted] , (Whom I have also complained to), we have to use ApriaSo you will probably be hearing from me again the next time my uncle's bed breaks or he needs new equipment.Thank you for attempting to help, Regards, [redacted]

We would like to apologize for the level of customer service you recently experiencedAfter a review of your records, we have confirmed Apria has not received the required documentation of the signed Electronic Sales and Service Agreement (eSSRA) resent to you on 10/17/Once Apria receives the required documentation (eSSRA), your account will be updated and the equipment will be shipped 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 and confirmed that our Customer Service Team have shipped his supplies at no charge and have communicated that information to the patient as wellWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We have confirmed that an adjustment of $was requested on May 11, to the patient’s accountThe statement showing on epay.apria.com is dated May 04, and the new balance will not be reflected until next statement date of June 4, We have taken all appropriate steps to resolve the patient’s concern to his satisfaction Sincerely, Apria Healthcare LLC

Re: Apria Healthcare LLC.: [redacted] **Revdex.com Complaint ID#: Dear [redacted] : This letter is in response to the complaint referenced above submitted by [redacted] to the Revdex.comWe apologize for any miscommunication on our part that may have resulted in this complaintBelow is a brief description of the complaint matter and our response Item # 1: No answer on the numbers and unable to get service to repair concentrator RESPONSE: We continue to make strides in improving our hold times by hiring more agents, and, as such, we are lowering those, “on-hold,” timesWe understand that, “on- hold,” times can be frustratingHowever, once you completed the call with us, the concentrator was exchanged the same day we completed your callThe order for the exchange of the concentrator was completed at 6:pm 06/01/Thank you for your patience and understanding Sincerely, [redacted] Branch Manager [redacted] **

Thank you for contacting Apria HealthcareYour business is important to us and we wish to address your concernWe also would like to apologize for this inconvenienceIn order to provide assistance we need to be able to identify the patient in our system Please provide us with the following information: Patient Name Patient Address or Digit Apria Account Number Thank you, Apria Healthcare LLC

We have reviewed patient account and confirmed that all the equipment has been returned; therefore we have adjusted the open balance and patient is no longer responsible for the chargesPatient will no longer be billed for services and account now reflects a zero balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing