Apria Healthcare

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
Good Morning, Would you please re-open or look into case ***?My wife is copied, she is authorized to see all communications if that is a question. Apria Health is either incompetent or dishonest, they have not kept to their word again. We visited the local Apria Health office here in *** *** ** a few weeks back and they would not take back the packaged (CPAp Machine) supplies were billed for and for which we were told a label would comeMore bills came instead, which are unexplained also, my wife said. The agreement I had was that the case could be closed IF they stopped billing us and worked with the insurance companies. We may owe them some balance and will pay that ONCE they take back the supplies that *** in their *** ** said they would do and credit us the amountHis boss was in a meeting he said that day and couldn’t speak to usThen two weeks later, he was on vacation we were told. Whether incompetent or dishonest, Apria Health’s rating should reflect their lack of integrity and disregard for customers and the public should be warned. Keep my complaint open please and contact me soon as possible via e-mail so I know some (further) action is being taken. Thank you, *** and *** *** *** ***

We would like to apologize for the level of Customer Service you recently experienced regarding your respiratory suppliesAfter a review of your account, we confirmed that Apria does not have a payor contractual agreement with your present insurance providerYou were informed of this information
on June 13, Again, we sincerely apologize for any inconvenience or challenges this issued has 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

We have reviewed the patients account and confirmed that he returned his respiratory assistance device on December 29, and will no longer be billed for the monthly rental of the machineThe patient made a payment of $that applied to our system on January 6, for his deductible for
the monthly rental of his machine for date of service September 2, The patient also made a payment of $on January 29, for date of service October 2, for the monthly rental of his respiratory assistance device and it applied to our system on February 3, There are two outstanding invoices that are placed with State Collections Services for dates of service November 2, amount $and December 2, amount $that were denied by the insurance as being applied to his deductibleThe patient can contact State Collections Services at for payment optionsWe 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 was refunded twiceWe billed $in error November 5, for a portable oxygen systemThe payment was reversed November 13, and patient was refundedShe had also filed a dispute with her credit card company, which took the payment back February 22,
Due to the patient had already been refunded, the payments were pulled from invoices for July 4, through January 4, to repay the credit card company making the open balance of $validUpon speaking with our representative August 23, the patient indicated that the credit card company agreed that she pay the balance to Apria Healthcare and they credit the funds back to herThe balance of $was paid by the patient and no credit is dueWe apologize for any miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

We would like to take this opportunity to thank you again for taking the time to convey your concerns to us and to apologize for any miscommunication on our part that may have resulted in your continued concernsAfter another review of your records, we confirmed that the continued delay in processing the order is due to missing documentation from the prescribing physicianYour order has been escalated to a dedicated team who will obtain the missing documentation from the prescribing physicianOnce the documents are received, your order will be processed. Again, we sincerely apologize for any inconveniences or challenges this issued may have caused. Sincerely, Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentAfter a review of you records, we confirmed that your respiratory unit is under a Maintenance and Service agreementAlso, we confirmed the unit was exchanged back in May due
to the equipment not functioning properlyAs of December 18, 2017, the amount of $ for the maintenance and service was adjusted off the account We would also like to apologize for all the miscommunicationsApria Healthcare prides itself in providing excellent customer care and we have taken this opportunity to coach our staff to ensure this does not happen again Again, we sincerely apologize for the inconveniences and challenges this issue may have causedWe 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 the patient received a breast pump July 09, The authorization expired September 8, and the patient was advised to contact her physician to get an extended authorization if she was still using the pumpOn September 13, the equipment was put in a pistatus due
to not receiving a new authorizationApria Healthcare made calls to the patient from September 14, through September 26, to pithe breast pumpShe was also sent a letter September 26, advising her to contact Apria Healthcare within seven days to return the pump or she will be charged the remaining purchase priceThe patient called October 03, and indicated that we should have received the extension and she would contact the referral sourceThe piwas rescheduled for two weeks from that date to allow time to receive the extended authorizationThe patient called back that day with the authorization code, however the piwas never canceledPer policy, since the equipment wasn’t returned her credit card was charged $on December 6, The patient returned the breast pump December 9, 2016, but the refund could not be requested at that time due to the payment had not posted in our systemApria Healthcare spoke with the patient to advise the refund had been approved, however it had to go through different levels of approvalThe refund was processed on January 9, and should be reflecting in her accountWe do apologize for the 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 was contacted by the company who told me that the only record of conversation they had was my initial call and the call in JanuaryThe second call when I was contacted by an Apria Healthcare representative and I rejected the *** that converseration cannot be foundI was also told by person who called they he was going to looked into it, judging from his respond he never did. I spoke to my insurance company who said that I don't owe anything as it was taken from my deductablesMy Insurance company also advise me to file a claim with Consumer Reporting Agency, after I explain this issueBased on the information I received from my Insurance Company it seem that Apria file a cliam with my insurance company after I refused to payMy complaint is based on principle and how these healthcare agency can manipulate the system for their own benefitIf a customer refuse to pay for an item in the initial call, why do you still proceed to process the order and now when its time to admit they were wrong that recorded conversation is not available.I have never received a bill from my Insurance company only bills from Apria Healthcare, therefore if I don't owed Apria Healthcare why are they sending bills and why did they send it to collection?
Regards,
*** ***

We have reviewed patient account and confirmed that it was confirmed by our Financial Services Department on August 30, that patient would be approved for a 100% waiver from August 30, through February 30, pending the return of the signed financial waiver form due back by September 13, We received patient signed waiver on August, 31st and our team was unable to review the
file due to it being damaged; therefore it could not be opened for review for processing approval
Therefore we have entered an adjustment for the open balance of $and patient is no longer responsible for that chargeWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

We would like to take this opportunity again to thank you for taking the time to convey your concerns to us and to apologize for any miscommunication on our part that may have resulted in your concernsAfter another review of your mother’s records, we confirmed that you recently spoke with our Customer Service Manager to discuss your continued frustrations with the delay in processing the DME orderApria takes every step to process the orders in a timely mannerThe Customer Service Manager apologized for the delay and offered to reinstate your mother’s order; however, you informed the customer service manager the order had been canceled Again, we sincerely apologize for any inconvenience or challenges this issued caused Sincerely, Apria Healthcare, LLC

We have reviewed Mr*** account and confirmed that we mailed a letter to him requesting the SD card information and also tried to contact him on January 27th, 2015, February 3rd2015, February 18th, and also on May 14th, and June 22nd, informing him we needed the information in order for claims to processed and covered through his insurance HighmarkWe did submit a retro authorization via mail to *** on July 30th, and Mr*** was informed at that time by one of our representatives that if claims were denied by his insurance that he would be responsible for the chargesAfter the retro authorization request to the insurance claims were still denied leaving patient responsible for charges for dates of service January 13th, 2015-June 13th, the amount due at this time is $1,We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing 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. I have received my nebulizer finally My hope in the future that when other customers or myself call Apria that they work on their customer service I will still need to use this company for supplies and I don't want to have to go thru this again The biggest issue I had was being transfered, and hung up on Again this is a matter of peoples health and should not be played with
Regards,
*** ***

Item # 1:Mr*** states that he has not had a good experience with customer service with Apria Healthcare.Mr*** states that he has tried the paperless statement so they would be sent electronically and has not been able to receive statementsHe has requested that the statements be mailed
to him. Mr*** states that he provided his credit card for a “one time” payment and Apria Healthcare continued to bill his credit card which resulted in Mr*** having to dispute with his bankMr*** stated that he sent written communication in to remove the credit card, but Apria Healthcare continued to charge his card. Mr*** received a bill for over $that he is now disputing being that the invoices have been forwarded over to a collection agency. RESPONSE:After fully reviewing Mr*** account, we do apologize for the unsatisfactory customer service that he was provided & will be addressing as training opportunities. In regards to Mr*** statements that he has not received, if our patients are enrolled & registered to receive statements online, they should be able to view statements at any time with or without email notification. In regards to the credit card on Mr*** account, the last payment was processed on the credit card on February 11,and applied to the account on February 19, Apria Healthcare removed the credit card on February 24, after working the correspondence sent in by Mr***. In reference to the amount that has been sent to our outsourced collection agency in the amount of $513.13; these claims were billed to Mr*** *** *** *** *** plan and we received a response stating that the claims were not covered under his plan being that the sleep study and supporting documents that we obtained from Mr*** physician did not indicate need. 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 reviewed the patients account and were able to confirm that the information requested by the insurance was mailed out on May 25, When we contacted them regarding previous claims billed, we were informed of the additional information neededWe have placed the invoices in collections on hold to allow more time for the documentation to be received and those claims be reprocessed by the insuranceWe apologize for any 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
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
[Apria has not provided anything I requested from my initial complaintI requested that Apria remove my account from collections and they report no collections on my credit bureaSecond, because my insurance carrier paid $for said equipment in August 2016, I requested reimbursement of the $that Apria deducted from my checking account from August - August I just received a collections call from Global Receivables Solutions, Incattempting to collect on my debt to ApriaThey continue to attempt to deceive the Revdex.com and me, *** ***
Regards,
*** ***

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentAfter a review of your records, we have confirmed that on December 13, the respiratory equipment was checked and functioning properlyAlso, a customer service
representative attempted to contact you to better accommodate your schedule to ensure the equipment is serviced timely Again, we sincerely apologize for any inconvenience or challenge this issued 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
On January 17, 2017, I received the bill from Apria from for $On January 18, I called Apria about the billThe person I spoke with at Apria told me to disregard the bill I received and that there was no balance dueOn February 13, 2017, I received a collection notice from *** *** ***, Incdated February 7, for the $I called Apria's *** MOoffice (where I get my oxygen from) that same day*** who works there checked my account and said it showed no balance dueI emailed Apria that day, too about itI received a response from Apria on February 17, from *** *** at Apria saying she had removed $from what I owedOn Monday, February 20, 2017, I contacted *** *** about the issue since *** *** had paid the bill to find out from them just what the status wasI spoke with *** ***On Wednesday afternoon, February 23, 2017, *** called me back and told she had been trying since Monday to talk to Apria about the bill and that Apria kept transferring her around to different people so she couldn't get anything done with Apria, yetI will wait for a response from *** *** to see what they determine from their contact with Apria before I do anything else
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.The agent did not inform me that the $was an estimate and did not mention anything about a deductible. I did not authorize any other payments or amount period and to say that the agent got a verbal confirmation. This shows me that this company and its agents have very little integrity.On 9/13/I called Advance Sleep Apnea and was on the phone minutes and my order was completed. I received my supplies on 9/15/and was not charged any co-pay or deductible.I am glad I found this company out and will never use them again or refer any one to them. When I placed my order I had to wait minutes for an agent to come on line and today when I went to the office in El Segundo the secretary and I had to wait on line another minutes. This company does not believe in customer service.I need to be compensated for my money being held hostage for days and all the emotional stress I was put through. They tell me I have to wait to days for my refund check after they snatched their money off the top the same day. DO UNTO OTHERS AS YOU WOULD HAVE THEMDO UNTO YOU!
Regards,
*** ***

RESPONSE: Area Customer Service Manager spoke at great length with the branch manager of the branch provi***g service to Mr*** and reviewed his accountMr*** was set up by Respiratory Therapist at his local branch on 8-19-The Respiratory therapist that set him up on his equipment placed
a follow up call and he seemed to be very pleased with his new equipment