Apria Healthcare

We have reviewed patient account with assistance from our Customer Service Team and confirmed that on October 19th, an order was shipped to patient for a mask and patient received a mask [redacted] but according to our system patient was set up with a different mask [redacted] mask on October 30, Therefore customer service has shipped the correct mask to patient as of December 23, at no chargeWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We have reviewed patient account and confirmed that the order was requested for bed and walker on May 27, but as of May 31, it was confirmed that patient bed was out of stock and patient was informed by customer service that he will be contacted in regards to the bedThe local branch manager requested on May 31, that patient be provided a standard bed that day until the mattress for the HD bed is ordered as the branch had the frame but not the correct mattress and patient was informed he would be contacted once that item has been receivedCustomer service was unable to complete the order process because patient had a copay due of $and was informed per our policy we have to obtain payment prior to the equipment being shipped out but patient stated he will pay when he receive the equipmentPatient was informed initially that he did not receive the walker with wheels because we needed a prescription but as of July 6, the order was processed for the walker wheel attachmentOn July 7, our customer service department contacted patient to go over benefits and copay for the air mattress and patient stated he would like to put the order on hold until he speaks with his nurse and requested customer service follow up with him on July 8, 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 [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below It was explained to the patient February 04, that if insurance changes it will change the pricing and rental contract - I was never told the contract would reset, I was told I would continue to make payments on the machine They need to be more forthcoming with information that payments will reset if you switch providers Also, Apria called my insurance provider but my insurance provider said while they have record of a call with an inquiry that Apria never submitted a claim I will wait and see what happens with the current claim to see if it is filed by Apria, as I see no reason why it should not be accepted Regards, [redacted]

We are unable to proceed with your concernPlease provide the Full name of the patient, or the digit Apria Account NumberOnce this information is received and we identify the patient, we will address your concerns We do apologize for any service issues you are experiencing Sincerely, Apria Healthcare LLC

We have reviewed the account and determined that the patient has been refunded for charges made in which wasn’t patient responsibility, however a refund for overdraft fees would not be provided due to the patient authorizing automatic billing for any charges on the accountAn itemized statement has been mailed to the patient to reflect invoiced amounts and payments appliedWe believe that all appropriate steps have been taken to resolve this matterSincerely, Apria Healthcare, LLC

RESPONSE: Ms [redacted] was contacted times from May 20, to August 18, This happened every daysof those times Ms [redacted] opted-out to no longer receive the IVR callsMs [redacted] has been removed from the IVR as of August and will no longer receive these callsCompensation will not be provided as the patient choose to be placed on the IVR ordering system Sincerely, [redacted] Customer Service Supervisor Apria Healthcare

We have reviewed Ms [redacted] account and confirmed that we have requested that her phone number is removed from all of our dialer systemsMs [redacted] account reflects a zero balance and also has no collection balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, [redacted] *** Billing Center Quality Specialist

Item # 1:Mr [redacted] states that he received a printout of his account which was not clear to him what it meant pertaining to the previous invoices on his accountMr [redacted] also stated that he has received notices from our outsourced collection agency as well as statements from Apria Healthcare that reflect conflicting amounts.In regards to the insurance claims that were being reprocessed, Mr [redacted] stated that the issue with [redacted] has been resolvedHe was informed by his insurance company to allow days for the claims from July through December to be processed and paidRESPONSE:After reviewing Mr [redacted] ’s account, the printout that he received from Apria Healthcare was an itemized statement which details the billing on his account which is generated from our systemWe have since received a payment from [redacted] on February 19, which was applied toward invoices for dates of service July 8, and August 8, that were pending in collectionsMr [redacted] ’s Apria Healthcare statement did generate on February 2, which reflected an open balance of $which was forwarded to our out-sourced collection agency State Collections on January25, In regards to the balance that is currently in collections, we have placed a day hold on the account to allow time for Mr [redacted] ’s insurance company to reprocess the claims pending and submit payment for the remaining claimsWe do apologize for the inconvenience that this has caused as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] Patient Pay Management Center Team Lead

We have reviewed patient account and confirmed that she received the noninvasive ventilator machine (BIPAP) on August 30th, Our BIPAP department spoke with patient’s daughter on September 1st, and stated patient was unable to use the unit because her sats kept dropping too low and requested a new machine and our customer service team requested that patient be contacted by our respiratory therapistPatient was approved for a 100% waiver from August 30, through February 30, pending the return of signed financial assistance form which was due back by September 13th, We received the signed financial assistance form information on August 31st, 2016, however, the file was damaged and could not be opened to be reviewed therefore, we mailed another form to patient on September 23, in order for the financial assistance approval process to be completedThe patient's equipment was picked up on September 27, At this time, the patient's account reflects an open balance of $for date of service August 30th, for the rental of the noninvasive ventilator machine (BIPAP).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 portable gas system was returned December 31, and replaced with a portable oxygen concentratorThe equipment was still listed in the system which continued to billAll previous charges have been reversed and adjusted from the patient’s billingThe balance of $ consisted of billings for two months, however $was billed for the portable system for July 9, and August 9, An adjustment has already been done for $for July and another adjustment is being done for $for August The equipment has been placed in a pickup status to remove from the system and discontinue billingWe 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 apologize for the level of customer service you recently experienced with our online Apria Direct purchasing siteAfter a review of your account, we have determined there was an unforeseeable cliché in our billing processing software which caused you to be double chargedWe have confirmed you were refunded $on March 30, Again, we sincerely apologize for the inconvenience this issue may have caused you 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

RESPONSE: We have reviewed Mr [redacted] account and confirmed that he received his CPAP unit and Cpap supplies from Apria on October 15th, At that time he signed the Sales, Service and Rental Agreement authorizing his credit card to be placed on file for any charges not covered by the insuranceClaim for date of service November 19, for CPAP supplies received was billed to [redacted] and denied as being applied to Mr [redacted] deductible and his credit card was charged $We also billed [redacted] insurance for dates of service January 15, through July 15, for the monthly rental of his CPAP unit and for dates of service January 15, - May 15, claims were denied as being applied to Mr [redacted] deductible and claims for dates of service June 15, - July 15, were denied as no coverage At this time there is no updated insurance information on file in order to request that claims be reprocessed and the open balance for all claims is $and he also has an outstanding balance in collections in the amount of $for dates services October 15, through December 15, for the monthly rental of the CPAP unit that were also denied as being applied to his deductibleWe 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 Apria healthcare has not been able to supply a working wheelchairI have stated in my complaint that they have come bringing the wrong wheel chair and defective ones over and over again so their response that they've come several times is a jokeI'm saying they came several times [redacted] has now stepped in and stopped them two more times since the original complaint as they were bringing the wrong equipment againIn fact, [redacted] has told them not to contact me again and to deal with them on my behalf in getting the right equipment and yet they've contacted me twice moreThe [redacted] rep is now equally appalled by their terrible serviceNo wonder there are hundreds of complaints against themApparently they don't even have clear records or they would see this.Interact with [redacted] on our behalf and ultimately deliver the correct wheelchair, in working order Regards, [redacted]

Item # 1: Customer is requesting a return call and an appointment to check his equipmentRESPONSE:Mr [redacted] contacted Apria on June 18, requesting an appointment for an equipment checkThe appointment was scheduled with an Apria respiratory therapist on June 25, at 2:p.mat our Lincoln Park, New Jersey locationOn June 24, 2015, Mr [redacted] contacted Apria to reschedule his appointmentA respiratory therapist appointment was rescheduled for June 26, at 9:a.mMr [redacted] did not show up for this appointment or contact Apria to cancel/rescheduleThe respiratory therapist has made multiple attempts to contact Mr [redacted] regarding his missed appointment; voice mail messages were left on July and July 7, with no return callAt this point, no further action can be taken by Apria until Mr [redacted] ’ s contacts Apria and his appointment can be rescheduledApria strives to meet customer needs and provide quality customer service to our customersSincerely, [redacted] ***Escalations Desk Manager

Revdex.com: 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 pending the outcome of the "one pending claim Regards, [redacted] ***

Resolution Narrative:ITEM # 1: Mr [redacted] states that he was informed the CPAP machine would cost $and he authorized the payment to be charged to his bank accountHowever, Apria charged an additional $787.26, which he states he did not authorizeHe states that he needs a receipt explaining the charges to get reimbursed by his employer, which he does not haveRESPONSE Mr [redacted] simultaneously filed a complaint with Apria’s corporate office along with the complaint to the Revdex.comWe called and discussed the account with Mr [redacted] on November 24, and apologized for the second charge of $being charged in errorMr [redacted] informed us that he had already filed a dispute with his bank for the $chargeOnce Apria receives the dispute from the bank, the $will be recouped back to the bankWe explained to him the charges for the CPAP unit and supplies that he received on November 13, Apria charge him for his co-pay and deductible amount because we had been informed that his yearly deductible had not been metAs of today we are waiting on UHC to process the claims, once that has been completed we will apply the remaining amount of Mr***’s $payment to the invoices and send him an itemized statement for his records to submit to his employerMr [redacted] stated that he had not received his heated tubing; therefore we followed up with him on November 25, regarding the suppliesWe apologize for any inconvenience this may have caused and have used the errors that occurred as a training opportunityMr [redacted] has a direct Apria representative’s phone number for any questions or issues that he should haveSincerely, [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 I have talked to the ins co on several occasions about thisI was told by the insurance company that at the time of services I was completely covered since I had met my deductibleI was also told by the ins co that there were letters sent to this company concerning receivershipIn the letters it states that this company is not to bill the patient for any servicesThe insurance company stated that this company needs to resubmit the claims under a reconsider claim I should never see a bill for any of this and would like that to be taken care of Regards, [redacted]

We have confirmed that the patient received mask cushions May 31, 2016, in which he did not call until July 4, stating it was incorrectPer Apria’s return policy the patient may return or exchange items unopened within thirty daysThe patient agreed to automatic payments and have his supplies shipped automatically, in this case a statement would not be sent in advance and he would have to request a copy of the statementApria normally sends information via US mail or fax, if the patient wishes to enroll with Apria’s online system to view statements and receive them via email he can register with epay.apria.comThe patient was advised July 7, that the requested statement would be mailed on that dayWe believe that we have taken all appropriate actions to resolve this matter Sincerely, Apria Healthcare LLC

ITEM # 1: Mr [redacted] stated that the response he received did not mention anything regarding the billing to his credit cardHe stated if documentation is provided from Apria with his consent and approval to be billed directly then he will agree to the terms RESPONSE: We have reviewed Mr [redacted] account and confirmed he received a CPAP unit and supplies from Apria on November 13, At the time of set up Mr [redacted] signed a Sales, Service and Rental Agreement acknowledging that his credit information he provided would be placed on file to automatically charge for any services not covered by the insuranceWe then submitted claims to the insurance for payment for their portion covered under his plan Mr [redacted] insurance plan [redacted] covered services for November and December at 100% for the CPAP unit and supplies but denied the January through April claims as not being medically necessaryMr [redacted] credit card on file was then automatically charged in the amount of $for the denied charges because of the authorization we had on fileI have sent Mr [redacted] a copy of the Sales, Service and Rental Agreement for his review 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

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentAfter a review of your records, we confirmed that we no longer carry parts from the manufacturer for this respiratory deviceAccording to the insurance provider’s guidelines monitoring the client usage of the equipment is typically for the first daysIn addition, a new modem was shipped via [redacted] to the address on recordAlso, we confirmed that your respiratory equipment was in working order, the problem was with the external modem only Again, we sincerely apologize for any inconvenience and/or challenges this issue has 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