Apria Healthcare

We have confirmed that the patient received a cpap machine November 7, 2016 and authorized automatic billing by signing our sales service and rental agreement with the credit card information. The insurance has been sent a total of six claims which included the initial cpap supplies that was billed...

as individual claims and two months rental of the cpap. The patient has been refunded for amounts billed in excess of the insurance’s allowable due to the incorrect payor was attached to claims. A refund was requested December 23, 2016 and January 4, 2017, which takes two-four weeks to receive. Unfortunately Apria Healthcare would not be able to reimburse for overdraft fees due to the charges were authorized by signing the sales agreement. The cpap machine was returned December 29, 2016, however the patient only needed to submit a written request to remove the automatic billing to her card. We 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 [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 am awaiting further information from Capital One to try and determine if Apria Health had anything to do with the attempt to open up an account with Capital One on May 19,2016. I would also like to receive in writing(E-mail  is fine) why I received the call on May 11 from a restricted number about my wife's order for a nebulizer and why they didn't have the information the next day although Apria has reached out to me orally and tried to explain what happened but I would like the written follow-up. Thank you.  
Regards,
[redacted]

RESPONSE: Ms. [redacted] was contacted 17 times from May 20, 2015 to August 18, 2015. This happened every 6 days. 9 of those times Ms. [redacted] opted-out to no longer receive the IVR calls. Ms. [redacted] has been removed from the IVR as of August 18 and will no longer receive these calls. Compensation will not be provided as the patient choose to be placed on the IVR ordering system.   Sincerely, [redacted] Customer Service Supervisor Apria Healthcare

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]

We have reviewed the patient’s account and confirmed that his insurance has been added to the account and is currently in verification status so claims can be submitted to them. All payments made by patient in the amount of $368.23 for dates of service January 27, 2017, January 30, 2017 and February 27, 2017 have been reversed off as of May 25, 2017 and is currently in the process of being refunded to him in check form. We do apologize for the miscommunication as our goal is to ensure cus[redacted]er 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.
Ok I am waiting I have been without Cpap/BiPap machine for over a month and I am sleeping symptoms are getting worse
Regards,
[redacted]

ITEM # 1: Mr. [redacted] stated that the response he received did not mention anything regarding the billing to his credit card. He 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, 2014. 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 insurance. We 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 2014 at 100% for the CPAP unit and supplies but denied the January through April 2015 claims as not being medically necessary. Mr. [redacted] credit card on file was then automatically charged in the amount of $211.58 for the denied charges because of the authorization we had on file. I 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 are unable to proceed with your concern. Please provide the Full name of the patient, or the 10 digit Apria Account Number. Once 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

Item # 1:  Ms. [redacted] stated that she would like the pay-off amount for her CPAP machine and assurance that automatic shipments for her CPAP supplies are discontinued. She also requested to be reimbursed for all bank fees due to not being informed before charges were placed on her account....

  RESPONSE: We have reviewed Ms. [redacted] account and confirmed she received her CPAP unit and supplies from our company on November 28, 2014. At the time of initial set up Ms. [redacted] signed a Sales, Service and Rental Agreement acknowledging that the CPAP unit would be a rental item; and that her credit card would be placed on file as recurring and would be automatically charged for any fees that are not covered by the insurance.   Under Ms. [redacted] insurance agreement with [redacted] the CPAP will rent for a total of 13 months then convert to purchase in which the she will then own the equipment. At this time the CPAP unit has rented for eight months with five monthly rentals remaining to bill for the equipment. Ms. [redacted] would have to request that an authorization is issued by her insurance plan [redacted] in order to discontinue the rental. I have also requested that automatic shipments to Ms. [redacted] are canceled.   We 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 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.
Regards,
[redacted]

We have confirmed that the patient received a cpap mask and tubing April 30, 2015. The insurance on file at the time of order had termed on December 31, 2014 and Apria Healthcare wasn’t given this information until March 22, 2016 after trying to submit the claim several times. The patient...

received his first bill April 21, 2016 and each month after until balance of $199.02 was sent to collections on June 26, 2016. The patient already had a balance of $6.52 in collections from February 12, 2014 for copay of cpap rental. The patient’s insurance should have been verified upon placing the order and for that reason we will refund the patient $199.02 once we receive payment from collections. The patient also paid $46.61 for copay on this invoice and a refund has been requested for this amount.  The patient is responsible for balance of $6.52 paid to collections and will not 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.

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 consumer complaint #[redacted] was considered closed by Revdex.com on 1/22/15 because I responded that I would consider the situation closed if the company came thru and provided satisfaction. To-date APRIA healthcare has done absolutely nothing they said they were going to do. I have NOT received a electronic bill for my mothers account, from APRIA since 11/27/14. Dec, Jan - no statements? If you don't send a bill, I can't pay for the service. If you dont send a bill/statement I cannot verify that they reapplied the misapplied payment. Apria stated they reviwed my mothers water usage for her nightly oxygen and would start my mother on monthly water orders. The last water order we have is dated 11/2014.I want APRIA to provide me via ( email they have on record)the monthly billing statements for 12/27/14 and 1/27/14. I want to see on 1 of those statements a line item which proves that Apria found and reapplied the misapplied payment (and) IT WAS backdated to 11/5/14(when the monies were taken from my mothers account). As well, I would like a WATER order delivered to my mothers house. I want to be assured that the monthly electronic billing/statements gets turned back on so that once again I can receive my mothers monthly billing statements. Since I have NOT received two months worth of billing statements in my email box, I am sure my mothers account appears past due, and frankly I don't care because inquiring about my mothers account by calling Apria is what got us to where we are now.

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] L. at 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 48 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]

Thank you for contacting Apria Healthcare. Your business is important to us and we wish to address your concern. We also would like to apologize for this inconvenience. In 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 10 Digit Apria Account Number
 
 
Thank you,
 
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.Apría healthcare Charged my insurance company for the supplies ¡ did not order. The entire transaction must be reversed. Please check. Thanks  |
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]

The branch made multiple attempts to provide a wheelchair. After multiple refusals the branch was notified by [redacted] DME manager to refuse any more attempts and that the patient would be referred to [redacted]'s wheelchair clinic to obtain their special order wheelchair. On October 26, 2015 the branch was notified again that Apria is being requested to order the special wheelchair. The branch immediately submitted special order request directly from manufacturer and patient was made aware of eta. Th branch is currently waiting to receive wheelchair, and will deliver to the patient as soon as it is received.

RESPONSE: Mr. [redacted]’s tubing will be refunded. Prior to July 13, 2015 this was thestance Mr. [redacted] wanted to take with his PAP unit and supplies - The unit will be inreview how much will not be charged to [redacted] depending on the usage. Mr.[redacted] stated I was the 7th person from Apria to...

contact him on this matter. He no longerwants any contact from Apria and will return the unit. He stated a prescription was sentinto Apria April 24, 2015 for a new mask because his current mask was not working. Itwas past the 30 day exchange, but the mask did not work properly. A mask refit wasentered and Apria tried to contact Mr. [redacted] without success therefore the order wascanceled pending a call back from Mr. [redacted]. Once the tubing was shipped he was toldhe had to pay for it, but it should have been replaced under warranty, which this will berefunded. Additional Mr. [redacted] will be contacting his JAG officer to see what legalaction he can take and contact [redacted] letting them know to no longer sendpatients to Apria and continue to stop patients from using Apria. I informed him I willcontact the branch manager to find out how much can be reduced for the cost of the PAPunit.After July 13, 2015 Mr. [redacted] has decided to stay with Apria. I would be his contact toresolve his current concerns and once they are resolved the [redacted] team will continueafter. He stated he would call me back later that day, but I did not hear from him. I havecontinued to leave him messages of the last two weeks to address his concerns. He didsay he is in the military and each time we spoke he was very busy. I have provided himwith my contact information in each message I have left for him. Once he calls me backI will address his concerns and complete his order.Sincerely,[redacted]Customer Service SupervisorApria HealthcareTell us why here...

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.
Regards,
[redacted]
Apria is only billing back as far as January 2017; however, rental fees being charged by Apria for the month of December 2016, should also be submitted to my current insurance, which is Original Medicare.  Apria was advised on many occasions of the changes in my insurance coverage.  I expect Apria to bill Original Medicare for any costs incurred during the month of December 2016 -through the present time. Thank you. [redacted]

ITEM # 1:  Delay in Service and Customer Service Response time.  RESPONSE I want to sincerely apologize for the delay in care and the challenges you faced when contacting our Customer Care on behalf of Mr. [redacted]. I understand your frustration and concern with the delay in setting up...

her father’s oxygen as his health is most important. We will make every effort to ensure appropriate procedures are put in place so that this type of delay does not occur again, I also want to assure you that we are reviewing our current phone response times so that we can provide the best customer service possible. Sincerely,[redacted]Area Manager

Item # 1:  Company has not satisfied my need for CPAP (they mistakenly write 'Pap' as in 'Pap Smear') supplies. A man saying he was from Respondent Company phoned me on 11/10/14 and said he would send the CPAP machine white paper filters I require and that the charge would be $6.23. I received a parcel containing filters which are many times too small and DO NOT FIT my CPAP machine. Respondent company is now demanding that I pay the $6.23. I refuse to pay it and I am also not going to pay to return the wrong-sized filters. The filters reached me in the following manner. The man who called me says he works for Apria, gave his phone number as 877-265-2426 ext. [redacted], and his name sounds like [redacted] or [redacted]--hard to say, because he mumbles. He did not give me a chance to check the stock number for the filters, and refused to hold the line to let me look. Later, I checked my CPAP supply box and found wrappers giving the following info: the correct filters are Tiara Medical no. TCF-145. I called [redacted] a week ago and reported this. He has not bothered to call back. I also got a phone call from some woman calling herself "[redacted]" and saying she was calling from the same phone number, ext.[redacted]. I called her last week too, after the wrong filters arrived, and I left a message, and she too has not bothered to call back. I am also dissatisfied because Respondent Company has not shown me any evidence in writing that it will stop having its bill collector continue to dun me for payment I already made for a CPAP mask and hose many months ago. During November, 2014, the Respondent Company has had a bill collector fraudulently contact me about that alleged debt. To me, Respondent Company will not have resolved this complaint until and unless it assures me IN WRITING that I owe NOTHING.To me, it looks obvious from Respondent Company's response to the Revdex.com that they do not take this matter at all seriously -- they just do not give a shXT about this one customer's complaint. I am therefore contacting the federal Medicare system with this complaint, since Medicare regulates medical supply companies. Moreover, if this matter is not resolved by Dec. 15, 2014, I will make further efforts to get the attention of this monster corporation by suing it in local court. They have to resolve this, and I will not shut up until they do. RESPONSE Reviewing a recorded call, patient was contacted by a representative of the Escalation team who placed an order for filters for her.  The representative called the patient on 11/10/14 specifically to determine what type of filters and supplies the patient would require.  The patient requested disposable filters as she had gotten in the past.  The representative did ask the patient for additional information about her machine, specifically the name of the machine which the patient read directly from the machine.  It was identified that the filters had not been ordered for several years.  Apria did not have a record of any filter order in the system to reference and the product selection was made based upon the information that was provided to the representative.  During this call, the patient also asked about Billing.  The escalation rep identified to the patient that he did not see an open balance, but that he was not in the billing department so that he would not be able to research that appropriately.  Patient understood. On 11/14/14, it is identifiable that the patient called back in to the escalation representative.  It is also identifiable that the representative attempted to return the patients call unsuccessfully, however, he did leave a message for her return call.  The specific representative has been out of the office for a week.  The patient was provided the number for Sleep Central, but there has been no further contact received.  In spite of the representative being unable to reach the patient, he did proceed to correct the order and ship new supplies which were delivered 11/24/14.  Note that these supplies were shipped at no-charge and the patient and insurance has only been billed for filters once, which is correct and accurate.  It is not cost effective to pick up the errant filters, thus the patient is free to do as she wishes with them and may rest assured herself and insurance have not been billed.  Reviewing the billing on the account, the $48.05 from collections has been recalled for a date of service of 04/14/14. Sincerely,  [redacted]Area Customer Service Manager