Apria Healthcare

Again, we would like to apologize for the level of customer service you experienced recentlyAfter another review of your records, we have confirmed you picked up your breast pump from the local branch on 10/6/at no chargeThe branch manager has addressed your concerns with his employee regarding the events that occurred on 10/6/ Coaching was provided for the employee We sincerely apologize for any challenges and inconvenience this 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 Sincerely, Apria Healthcare LLC Tell us why here

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 have been sized fr a sleep Apnea masks over and over and none of their products workI was sized wrong for the resmed airfit for her fand I had already paid through my insurance for my month supply of cushions, a rep from Resmed called me after complaining and told me I am a medium not a small and sent me an Airfit ffor her med, I called APRIA healthcare to change out my small cushions to med and they kept lying saying they would have a supervisor call me back or a lead and they would take care of it or they would hang up on me if I called close to closing timeThese people are the most unprofessional people in the industryI want my three medium airft for HER fcushions , I want the small replaced at no charge to me as they said they would do and the resmed rep said she would put notes in my fileI want a supervisor to really call me backThey need to be held accountable this is s serious and I pay for these supplies and need themI want my small new cushions replaced with the right size which is a medium
Regards,
*** ***

Item # 1: Customer Service Issues Upon review of service from start to finish this order was handled without the care and detail that we expect for all of our orders. From the initial receipt to the call being mishandled in the end we did not do this right. I have taken this
error very seriously, reviewed the calls and immediate corrective action will take place regarding the mishandling of this order. Please accept my apologies for your experience as this will be addressed appropriately. Sincerely, *** ***Manager Area Customer Service

Worst company to deal with EVER!!! I have used three companies for my CPAP machine and supplies Used Apria since it was HUMANA's preferred company Literally dozens of phone calls (no direct lines to nearest office) and promises of call backs, equipment "on it's way", disconnects, uninformed workers I had a brain aneurysm repair, but would have had the stroke dealing with APRIA I feel so sorry for the elderly or hard-of-hearing in dealing with this monstrous (in every way...size, care, etc) company They always say, "Thanks for being the best part of Apria" when they sign off Well, the customers are the best part because the employees are the worst!!

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 not satisfied with this response, they need to clear the account asapI returned headgear and mask by way of United States Postal Serviceand all supporting documents was sent to the research department in Kentucky
Regards,
*** ** ***

We have reviewed the patients account and show the purchase claim was processed by *** *** however, the payment made was taken back by the insurance on May 24, This claim was reprocessed and applied towards the deductibleWe have not received any rejected or denied claims from the patient’s insuranceWe apologize for any miscommunication on our part. Sincerely, Apria Healthcare LLC

Item # 1: Ms*** stated that she received CPAP equipment from Apria Healthcare and did not receive her billing statements every month. RESPONSE: We have reviewed Ms*** account and confirmed that billing statements were generated and sent out on a monthly basis to the address we
have on fileApria requires a credit card to be place on file to secure the equipment and to cover any charges that are not covered by the insurance and in order to discontinue that request per our guidelines we request that a letter is sent to be placed on fileMs*** received a statement for $in error as claims were not submitted to her insurance; therefore when claims were submitted to the insurance on August 7th, she was responsible for a co-pay of $for the date of service March 31st, for the purchase of the CPAP unit. At this time there is still a balance pending payment for the insurance for that date of service for their portion of the convert the saleOur management team is also aware with the excessive hold times and is implementing changes to improve that issueWe 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 the patient received a new cpap and supplies January 13, The payment of $made May 31, covered the supplies received and cpap rental from January 13, through May 13, in which the insurance applied their annual
deductibleHis machine is set for a ten-month rental then goes under a maintenance, per the contract agreement with his insuranceThe patient had scheduled payments set which caused an over payment after paying balance in fullA payment of $is pending and will be refunded upon posting in our system, however our refund process does take two weeks to receive and we will not reimburse for overdraft fees, due to agreed auto payments or scheduled paymentsThe patient’s card has completely been removed from our system to ensure no future charges will be madeWe do apologize for any inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We sincerely apologize for the challenges you have experienced surrounding your equipment and account. In review of your records we have determined that the equipment received in February was out of warranty at the time the equipment was authorized in August of Therefore, the balance on the account is valid and will remain open until paid in full. Again, we sincerely apologize for any misunderstanding regarding your account. Should you have any additional question, please do not hesitate to contact the billing department at 800-327-4691 Sincerely, Apria Healthcare, LLC

We would like to apologize for the level of customer service you recently experiencedDuring a review of your records, we confirmed per the insurance payor guidelines the CPAP Headgear allowable is one every six (6) months. If you require additional headgear prior to then, your physician may
provide a letter of medical necessity to submit to the insurance payor for review and authorization
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 #Ms*** stated her account was withdrawn for charges that were paid by her insurance RESPONSE I have reviewed the accountAccording to our records, the patient is due a refundOn June 25, 2015, the patient spoke with a billing representative in regards to her account
and the overpaymentThe agent has initiated the refund processWe apologize for any inconvenience this may have caused you Sincerely, *** *** Billing Center Quality Specialist

April 10, 2015Revdex.comSan Diego, CAAttn: *** ***Dispute and Information Analyst Lead***Re: Apria Healthcare Inc: ***Revdex.com Complaint ID#: ***Dear Ms***:This letter is in response to the complaint referenced above submitted by *** *** to theRevdex.comWe apologize for any miscommunication on our part that may haveresulted in this complaintBelow is a brief description of the complaint matter and our response.Item # 1:Mr*** states that he has not heard anything in regards to the refund due to him.RESPONSE:As mentioned in previous response, Apria Healthcare had to request the funds to berecouped from our outsourced collection agencyWith that being said, it has beenconfirmed that Mr***’s refund has been expeditedCheck number *** wasinitiated on April 9, 2015.We apologize for any inconvenience this may have caused.Sincerely,*** *** ***Patient Account Resolution Team Lead

We have reviewed the patient’s account with assistance from our management team and confirmed that they requested a refund in the amount of $on May 2, There was an error in processing; therefore, we have requested the refund as of June 2, and it has already been processed in the amount of $We have also requested another refund check be processed and sent in the amount $as this amount was applied back to patient account balance in errorAt this time, the account reflects an open balance of $for dates of service May 1, through June 1, for the monthly rental of the oxygen equipment as the insurance only covers at 80% leaving patient responsible for a 20% copayWe 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
1. Tried to return device 2x and it was refused to be taken back until "another device was available" to swap out. In fact on 3-27-they refused to take it "they didnt want the liability of holding on to it " Never given an offer of a loaner device 3.Contact on that day w ** *** *** showing that even though my email and in person contacts with her were 03-27-she had not called me back until 04-10-2015(almost more weeks yet they took rental payments that I contested with my bank)She then didn't called *** until after that wk later 4-or so per an email she sent .She claims that *** refuses to swap device for any device but an S-but that they devices are "pout of stock" indefinitely from her vendorYet they took and 93.xx rent an d deductible cost for a non working machine that they refuse to support with anything close to reasonable cus***er serviceWe are now at beyond a month from my last time to return device*** will not swap the device for a different device, Apria has not offered me a loaner and this is impacting my health.------Ms
***, This is *** ***I had sent you emails requesting to swap out
or do something with the machine the asv as it it not giving me good
pressuresYou said you could do that3-and I did not
hear from you until on or around 4-9- to4-We are now two more more
business weeks out4-21-2015.I have since cancelled my
debit cards and feel you are not in the scope of the contract as a
reasonable time has elapsed for you to either get me a new working
machine through warranty exchange or other manner or modeYour
company has refused to work with my bank about the disputing billing
charges and has not engaged my insurance companyand you have not
engaged the Revdex.com as the machine is not working up to
contracted expectationsYou and your organization have had up to date contact information from me sicne 10-*** *** ***At
this point, with regret this is past an escalated matterContact with
billing uspervisor angel in march did not resolve any issue
proactivelyBringing the machine in person has not and I refuse to have
my situation considered any form of AMA and insist you or an empowered
representative contact me to find a better resolution than your
companyis silenceRespectfully
FROM *** *** 04-21-2015Mr***,
I
called in the unit to *** under the warranty program on 4/9/&
was told 2-business days for the replacement/warranty exchanged unit
to arrive. I called
*** back on 4/15/to follow up since I still had not received the
unitThey told me that it normally takes 5-days, not 2-days. I
called today, and now they are telling me that the unit is on backorder
with no estimated arrival date available.
I understand your frustration & honestly in my year history of
using *** I have never had this happen. I have asked if they will go
ahead & send me an Smodel & they will not. I have left a
message w/our sales rep to see if he can help out in anyway.
As soon as I get the unit in stock I will contact you. I will continue
to follow up with *** every couple of days now to hopefully get you a
better response on when the unit will be here. Sorry about the delay
on getting your replacement unit
Thanks,I refuse to pay a company $in deductibles for a non working machine and when they cant get me a working nachine in for "oindefinitely"Take the machine backgive me a refund from Jan on for rental and deductible costsI will go to another vendor in my insurance network that treats patients more kindly and with integrityYou cant just say someone signed a rental agreement, not support said machine and then keep taking my money and say your "about service" . So the letter you got ms garcia is falseI WANT A REFUND

We have reviewed the patients account and confirmed that a statement in the amount of $was mailedThe account was paid in full; however, there are additional invoices in the amount of $ in collectionsOnce the payments are posted to the account, they will be applied to the open
invoices in collectionsIn addition a request was sent to remove the remaining balance of $from the patients account. A letter detailing the activity to resolve the issues on the account was mailed via the United States Postal Service We 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 find that this resolution is satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI have received my check after waiting nearly five months.
Regards,
*** ***

We have reviewed patient account with assistance from our Branch Manager and have reversed the charges for his payments made toward the electric bed and processed a refund in the amount of $At this time patient has claims pending payment from the insurance for dates of service October 2, through February 2, for the monthly rental of the electric bed as the equipment was not picked up until February 29, There is no patient responsibility at this time as claims are still processingWe 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,
*** *** ***
I can understand delays happening but, the social worker at the nursing home went to their website multiple times and it never said one thing about being out of stockI was told by the company that they don't keep equipment at the store location that would be delivering the equipment and that it all had to be orderedI ordered a hemi walker cane off of *** and was given a deliver date to expect it by and I came to be surprised by how fast *** was able to get it to meIt was delivered the very next day from *** even tho it was estimated to be delivered within 5-daysFor the business to say that they aren't to be held countable for their lack of business running skills to provide the best services to customers shows that they don't deserve an easy way out of this disputeHere is another way they lack in their business, in there response that they sent to the better Revdex.com it shows that my last name was completely misspelledI've spoken to their company multiple times and have even spelled my last name out for them multiple timesIf they can't even get the name spelled correctly why should I feel that they shouldn't be held responsible for the lack of providing the best service to all customers at all timesWhen I say best services I mean being able to run their company more sufficient to the point where there is no delays on anything at all and where they pay closer attention to someone's name before deciding to misspell it

Item # 1: Ms*** states that when she received the equipment on April 24, 2014, she informed the representative that her insurance would terminate and she would be eligible for *** benefits on May 1, Ms*** states that she provided a credit card at setup and was told not to worry that we would bill to ***Ms*** states that she has experience extensive hold times when calling in to speak about her account RESPONSE: After full review of Ms*** account, she received her CPAP unit along with supplies on April 24, When the equipment was delivered to Ms***, she received an SSRA (Sales, Service & Rental Agreement) for the rental of the CPAP unitWe were aware that Ms*** has *** as her primary insurance and *** ** *** as her secondaryIn order to submit the claims to ***, we must obtain documentation that is required by *** guidelinesWe have made several attempts to obtain the necessary documentation from Ms*** physician, such as compliant face to face notes & a WOPD (Written Order Prior to Delivery) showing usage and need for the CPAP Unit.Being that we were not able to obtain the necessary documentation, we placed Ms*** account at self pay which results in the balance currently on her account in the amount of $along with the amount in collections in the amount of $296.88; that is patient responsibility In regards to the hold times that you have experienced when contacting our billing centers, Apria is currently working on implementing new staff to minimize the hold times when patients call in to place orders or speak about their account. We apologize for any inconvenience this may have caused. Sincerely, *** *** ***Patient Pay Management Center Team Lead

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's Customer Call Center did not provide correct information or correct products. When I attempted to contact the local branch, they would did not call me back for weeks and/or sent me right back to the same Customer Call Center that created the problem in the first place. Simply reiterating that there is a Customer Call Center does not resolve the issue I complained about. Though Apria has a Centralized Customer Call Center, there is an option to have a technician call you back. There were many times when I only got a call back after weeks. There are also certain specific reasons I wanted to contact the technician or other people at the branch, and was in fact provided the phone number at one point for one of these people, but I would still not get a call back for weeks when I left them a specific message. Some of the reasons were setting up an appointment with the tech to set up the CPAP machine, set up an appointment with the tech to confirm that the "Centralized Customer Service" had provided incorrect filters, which affect my health, and to speak in further detail regarding the specific details and other items surrounding the insurance that had been handled at the branch level. "Centralized Customer Service" could not have handled these issues.I was enrolled in Apria's Automated Ressuply Service months after I started with them. This option was never provided during the initial discussion and was not provided until many, many, many calls with "Centralized Customer Service".Apria knew, or should have know, that my current insurance was a year-long policy and had an expiration date, and did not check to see if the policy was being renewed or if I was going with another provider. I was told by my primary care physician that it would not be an issue in terms of following up with Apria regarding the new carrierApria refuses to put together any management, data collection, data entry or other type of system that would allow them to easily see the date. In this date and age, and since Apria appears to be able to collect and maintain a lot of other data, one would think it would be relatively easy to come up with a simple way to ensure that things don't slip through the cracks. Also, my understand was that the claim was supposedly submitted on 10/25, and if it was submitted on 11/19, that is a full month after submital of the claim was discussed.Finally, month's later I have still as yet not gotten any information regarding the claim submitted by Apria, let alone an "update". Apria has continuously refused to provide me with certain information, and at other times provided me with inaccurate information or products that could potentially affect my health. It also appears as though their only "proposed action" or "resolution" is no action or resolution
Regards,
*** ***