Apria Healthcare

We have confirmed that the refund has been issued in the amount of $on November 27, The patient need to allow time to receive it by mail, which may have been delayed due to the holidayThe payments for dates of service August 10, 2015, September 10, 2015, and October 10, have been reversed to bill the insuranceThe patient will receive a billing statement until the insurance has been processed for these claims but do not owe the balance and will be refunded upon insurance payingWe believe that we have taken all appropriate steps to resolve this problem to patient’s satisfaction

We have confirmed that the patient over paid her account by $The initial refund was requested, however wasn’t sent for processing causing a delayWe spoke with the patient February 16, and advised that the refund has been processed and mailedApria Healthcare has never received any
indication of the equipment not working and explained that the equipment has been purchased and she may contact the branch for possible exchange or returnUpon speaking with the patient, she was advised that the representative would be referred to management for coaching and trainingWe do apologize for any inconvenience 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 spoke to the manager and he was supposed to change his message He didn't actually try and contact me twice, and the one time he did leave a message I returned his call four hours later and left a message
Regards,
*** ***

We have reviewed the patient’s account and confirmed it does not reflect that we processed an order for a suction unit batteryThe patient was provided CPAP supplies and the last order was processed on June 22, We submitted claims to the patient’s insurance for that date of service in the
amount of $on June 24th, At this time, we have not received payment, but the account does not reflect any patient
responsibilityWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Heealthcare LLC

The patient made a payment for the October date of service for the 10% copay. The insurance applied the remaining 90% to the deductible, this is what the remaining billing was for that the patient just made the payment onAs for the viewing of the open bill on Apria’s payment site, the balances are updated with each new statement, not with each transaction. You can see real time that payments were made, but the site balance will update with the next statement. We show that a payment was scheduled and did process on 1/25/We apologize if the patient is still receiving calls about the balance, the agent did notate the account about the scheduled payment, this should have stopped the calls with in 24-hours 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 reviewed the patient’s account and confirmed that he paid a total of $The payment applied to his copays and deductible for December A claim for cpap supplies were denied by the insurance for December 2, and $was appliedThe patient had a mask exchange December 30,
and the payment of $was reversed and applied to the open balance of $for copay and deductible January 2, and February 2, 2017, leaving a balance due of $We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

This letter is in response to the complaint referenced above submitted by *** *** to the Revdex.com. We apologize for any miscommunication on our part that may have resulted in this complaintApria Healthcare is unable to complete the
processing of this order because all *** documentation requirements have not been met. Below is a summary of the order history: We received an order for a CPAP machine on April 22nd, from Dr***’s officeAll documentation required to meet *** criteria was not provided with the original order. The physician’s office was notified and details provided on the documentation required to complete the order process. As part of Apria’s follow up process for open orders, Ms*** was notified on May 4th, regarding the pending status of the order due to missing and required *** documentation. Dr***’s office was notified of the same via fax Ms*** called Apria Customer Service on May 20th, to check the status of her order. The order was still pending additional information. Ms*** offered to contact her physician to request the documentation. After contact from the patient, on May 21st, 2015, Dr***’s office called Apria requesting clarification on the missing documentation and was advised that a signed copy of the sleep study was required. On June 1st, Ms*** contacted Apria Customer Service to check status of the order; the sleep study had not yet been received. She again offered to call Dr***’s office. Dr***’s office contacted Apria on June 3rd, and was advised that we did not yet have the required documentation. The physician’s office stated it was faxed several times but the document could not be located. Both the patient and the physician’s office called us on June 5th, after they were told we had the information yet nothing was on file Apria reached out to Dr***’s office today, June 11, 2015, to review what documentation was received and what was still required but was advised by the office that this order was sent to another provider on June 5, and the patient is being set up this week This order was unable to be processed due to missing documentation required to meet *** requirements for this service Sincerely, *** *** *** Vice President, Customer Service

Item # 1: Customer’s Statement of the Problem: Physician: *** *** ordered asleep study 1-22-to be performed for patient *** *** *** ***Thestudy resulted in the need for medical supplies for a CPAP machine which wasalready in use by the patientWe supplied multiple copies
of the sleep studytest to Apria because of lost documentationWe made numerous calls to theApria call center and talked to several Apria employeesEach call to Apriaemployees we were told about why Apria needed some additional details beforethe order would be processed under *** insuranceWe complied with eachindividual request over a week periodLast call resulted in a request forthe memory card from the existing CPAP machine be carried into the call centeroffice and the supplies would be issued outThis resulted in the officepersonnel requesting another sleep study reportOur Apria representative nameis *** *** and assigned an order conformation number of *** on 2-12-15.Apria has been negligent by still refusing to supply required face mask,tubing, and filters which the patient *** *** needs and because of her COPDand Chronic bronchitisThe patient will pay any out of pocket expensesrequired, but the old equipment needs to be replaced ASAP because to excessivewear and tearThis has become an emergency situation due to Apria lack ofcustomer service. Desired Settlement: Order for CPAP supplies asrequested by Dr*** *** be honored ASAP for patient *** *** ***. RESPONSE: It was determined Ms***’s BIPAP waspurchased by the previous insurance providerTherefore only a few documents wererequired by *** to have her transition into ApriaAfter reviewing Ms.***’s account the required *** documents are on file allowing a dayorder of all needed PAP supplies were shipped todayThe supplies are expectedto arrive Monday May Ms*** is aware and is happy to be receiving hersuppliesShe had no further questions regarding her supplies and will contactme with any additional questions. Sincerely, *** ***Supervisor SMC/HST

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 writing this in regards to complaint # *** with Apria Healthcare Inchere in Myrtle Beach, SC 29577.I was unable to respond to complaint when asked to due to Hurricaine Matthew.I am responding now! I am still VERY dissatisfied with this company and their response to my issuesThey are still refusing to send me any kind of suppliesto run my CPAP machine bacteria free.I am still making payments on my balanceI've heard from two people representing Apria Healthcare, *** *** and *** ***, and both representatives have failed to come up with a resolution to my problem of not being able to get supplies.I work with customers all day long five days a week and well know that the customer service this company has provided has been terribleSome where there has to be a resolution on the customers behalfThe customer is always right, has been what I was taught NO MATTER WHAT!Thank you for your time and response to my complaint.Sincerely,*** ***

We have reviewed the patients account and were able to determine that *** requires the CPAP Unit to be used at least five nights a week for an average of four hours per night or at an average of 70%Due to the patient being non-complaint with the sleep program, the authorization needed from
*** was not obtainedThe patient is being billed at the Self-Pay rate due to the non-compliant usage/download with the March 23rd date of serviceWe are showing the equipment has been returned but the patient would remain responsible for the charges billedWe would like to again apologize for any miscommunication or inconvenience this has caused 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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.This may take a few months to ensure their billing has been updated. Revdex.com Thank you for your help with this :)
Regards,
*** ***

We have reviewed the patients account and were able to determine that back in June 2016, we confirmed that an authorization was required prior to delivery which was not obtainedOur verification department noted this information was needed however did not complete the follto ensure this was obtainedWe have adjusted the claims billed and will be refunding a total of $We would like to again apologize for any miscommunication or inconvenience this has caused Sincerely, Apria Healthcare LLC

Item # 1: Ms*** stated she would like to receive all her money paid for double billing and for her account to be corrected for charges that are still outstanding RESPONSE: We have reviewed Ms*** account and confirmed that she received a CPAP unit and CPAP
supplies from Apria on August 22, At this time Ms*** signed our Sales, Service and Rental Agreement authorizing her credit card to be placed on file for any charges that are not covered by insuranceThe charges paid by patient were for dates of services August 22nd, through December 22, and they reversed them off on February 10th, and a refund request was submitted for those amounts to be received in check form. The last billing date on Ms*** account was date of service December 22, I have removed all outstanding balances in collections and Mr*** *** is no longer responsible for those chargesAt this time his account reflects a zero account balance with a claim pending under the insurance for $for date of service 9/22/for the CPAP unit rental before the equipment was picked We 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 reviewed the patient’s account and confirmed that a refund was processed to the credit card on file on February 21, amount $2,by our billing department. Our billing team attempted to reach out to patient on February 24, to inform her the refund process has been
completedWe do apologize for the miscommunication and the inconveniences this has caused Sincerely, Apria Healthcare, LLC

Revdex.com:
Did anyone contact *** *** *** in Abilene Texas HBO and wound care? There was not supposed to be any charge to me at allTherefore I am not responsible for this bill!
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,
*** ***

Item # 1: Mr*** stated is requesting that Apria Healthcare fax documents to his *** *** Company in order for him to receive reimbursement RESPONSE: We have reviewed Mr*** account and confirmed that a representative from his *** *** Company contacted Apria
on August 3, They requested a copy of invoices for January through April in order to review for reimbursement for Mr***The information was faxed to them on August 3, as requestedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, *** *** *** *** Billing Center Quality Specialist

The billing the patient received was in error. The invoices were in the process of being adjusted off of the account and a statement was generated. The adjustment on the account has been completed and there is a zero balance on the account. Since the equipment has been converted to sale and is the patient’s property, the only billing the patient would receive is for new equipment, supplies or services received The contract with *** was for months, we do apologize that you were informed with incorrect information. Since the insurance changed prior to meeting the contract, the contract would start over with the new insurance. However, due to the miscommunications and for customer service purposes, we have converted your equipment over to sale honoring the 12-month rental. Since Apria is honoring the 12-month rentals and then sale of the equipment, we will be refunding the patient for any over payments made over the months. This is the reason that you received the refund checks from Apria We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

*** *** contacted Apria on 8/15/in regards to the status of her nebulizer orderShe was advised that we didn’t receive the order and asked to resend the prescription, which she didThe prescription was received that day and processed and insurance verifiedThe nebulizer was delivered
on 8/19/ The nebulizer was covered at % and deemed a rental by her insurance in which a monthly fee was to be paid to Apria until the purchase price was metThe nebulizer would then be considered owned by the patientHer insurance paid for the nebulizer from 8/to 1/ *** *** contacted us on 1/6/in regards to a balanceThe balance was not for the nebulizer, but her yearly deductible for 2015, which was to be paid by her, as per her contractual agreement with her insuranceThe deductible was to be paid because her insurance made a January payment to us for the nebulizer *** *** asked for the nebulizer to be picked up, but it was already purchased for her by her insurance and she owned itApria has a day return policy on unused itemsEven if the nebulizer was to be picked up, it wouldn’t clear her deductible which is owed Sincerely, *** ***Branch Manager *** **

Re: Apria Healthcare LLC: *** ** ***Revdex.com Complaint ID#: ***Dear *** ***:This letter is in response to the complaint referenced above submitted by *** ***to the Revdex.comWe apologize for any miscommunication on our part that mayhave resulted in this complaintBelow
is a brief description of the complaint matter and ourresponse.Item # 1: The patient spouse was notified that we could provide a brand specific item, howeverthat information was in error as we do not carry the brand requested.RESPONSEI have spoken to *** *** and reviewed the concernWe have discussed that thecustomer is receiving services from another provider at this timeWe are performingcontinued education to ensure the agents are well versed on the brands/products we areable to provide.Sincerely,*** ***Area Customer Service Manager***

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
they continue to resort to deceptive and unfair business practices, I was not notify that they do not accept my then insurance, now I have blue cross-blue shieldbusiness is not answering the fact that run-around given was to force me to buy with my own $ medical supplies...they are extortionists!
Regards,
*** ***