Apria Healthcare

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] I just spoke to Dr. [redacted]'s Office and on June 30th, at Apria's request, they faxed a Sleep Therapy Order Form.  Then in August Apria contacted Dr. [redacted]'s office that they still needed the Sleep Therapy For.  Again Dr. [redacted]'s office faxed it on August 10th.  Dr. [redacted]'s Office is getting very frustrated with Apria too.  There has been a big chenge with Apria in the last few years.  The customer service seems to have gone out the window and this isn't the first time they have lost paperwork.  I am in the process of transferring over to another healthcare facility that will provide the CPAP and accessories.
 
thank you.
 
Sincerely,
 
[redacted]

We have confirmed that the patient was billed for supplies received January 26, 2016. He was enrolled in our opt in program to receive supplies automatically when eligible based on his insurance. The claim was denied as his insurance had termed December 31, 2015 and the account was changed to...

self-pay. We spoke with the patient on April 22, 2016 to obtain new insurance, he stated he would call back with the information. Apria healthcare called several times afterward and left messages with no response. The balance was placed with an outside collections agency October 30, 2016 due to non-payment.   The patient was previously in collections for 2014 balance, in which, he was advised that his credit card on file was inactive. We spoke with the patient May 12, 2017 when he called regarding collection calls and indicated he no longer wanted to use Apria Healthcare and wanted to return the supplies. He was advised that supplies could not be returned due to our thirty-day return policy. The patient is responsible for the balance generated regardless of still being a customer as he received supplies, never updated insurance, or provided credit card for payment. We believe all appropriate steps have been taken and we billed the patient correctly.   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.
As mentioned in the original complaint, I informed the company Apria of the insurance change in November 2012. They apparently do not have that on record, but refuse or are unable to go back and listen to the archived phone records of the conversation I had with Apria representatives informing them of such change being made. So this matter has become a "she said/they said." Again, if I had been informed they failed to update the change in their system and consequently, were still billing my previous insurance Blue Shield, in a timely matter (not seven months later) this would not have become an issue.
Regards,
[redacted]

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 continues to harass me with daily, threatening phone calls regarding what they consider to be unpaid charges. I have a copy of a letter that was sent to them from Medicare on 10/6/17 that indicates that the charges are covered by them. I also have a copy of a notice which indicates that Medicare paid these charges on 11/1/17. Apria turned this debt over to a collection agency. I have no debts and a pristine credit rating up to now. Acknowledge that I don't owe them any money. Repair any damage that they may have caused to my credit rating.[redacted]

Item # 1:  Mr. [redacted] stated his credit card was charged $497.52 on July 10th, 2015 for the rental of his CPAP machine because Apria [redacted]care did not have the correct insurance on file. He stated he was not aware that he was to notify Apria if his insurance changed.   RESPONSE: We...

have reviewed Mr. [redacted] account and confirmed that he received his CPAP unit on August 1, 2014 and at this time he signed our Sales, Service and Rental Agreement authorizing his credit card to be placed on file to be charged for any services not covered by the insurance. We billed Mr. [redacted] insurance [redacted] for the monthly rental of the CPAP unit from August 1, 2014 through December 4, 2014 and they paid his claims at 80% and his credit card was charged a 20% copay of $17.90. We continued to bill [redacted] insurance for the monthly rental for January 4, 2015 through June 4, 2015 and claims were denied as no coverage; therefore Mr. [redacted]’s credit card was charged the entire monthly rental of $72.67.   We received Mr. [redacted] updated insurance [redacted] on June 23, 2015 and have billed for July 4, 2015 monthly rental of the CPAP unit. At this time we are currently working with [redacted] to obtain an authorization to cover services for January 2015 through June 2015 for their portion of the monthly rental for the CPAP unit and once claims processing is complete we will then confirm if a refund it due and if so the exact amount. Under the new insurance plan agreement with [redacted] Mr. [redacted] CPAP unit will continue to rent for eleven months and will then convert to a purchase in which he will then own the equipment. 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

We have reviewed patient account and confirmed that he received his wheelchair from Apria on January 3rd, 2014 and he returned the equipment on September 10th, 2015. The patient received a billing statement in the amount of $106.41 that generated in error on February 14, 2016 because there were two...

accounts created and one of the account did not reflect the equipment was picked up. An internal pickup was created in the system to reflect the pickup of the equipment in the other account and an adjustment for the open balance of $106.41 was entered on February 8th, 2016 and is no longer patient responsibility. The charge paid by the insurance for date of service October 14th, 2015 in the amount of $35.47 was reversed off on February 8th, 2016 and processed to be refunded back to the insurance. At this time patient account reflects a zero balance and there are no claims pending with the insurance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
Apria Healthcare LLC

RESPONSE: Mr. [redacted] was given a Resmed F10 mask on May 14, 2015 for the initial CPAP Set-up. On May 20 he was given another Resmed F10 at no charge because the first wrong size. June 18, 2015 he was given a Simplus at no charge because the Resmed F10 was leaking. The policy for an exchange is one in a 30 day timeframe and when it’s outside the timeframe the patient is supposed to pay if they switch masks. He was given two masks inside this timeframe and an additional one outside of it. August 14 he was shipped the cushions for the Simplus as requested. Mr. [redacted] was given another mask called the FitLife Total August 28, 2015. The cushions could be returned if unopened at no charge, but a charge for the fit life. The cushions were returned and will be charged for the FitLife. He did receive the FitLife mask kit at no charge which he was not eligible for all the pieces and parts. Mr. [redacted] is not due any refunds because the charges were appropriate. Any further question revolving around charges the billing department can assist at ###-###-#### option 6     Sincerely, [redacted]

We have confirmed that the patient received cpap supplies June 14, 2016. The total amount billed to insurance was $191.15, however we have not received deductible back on all of the supplies. The bill received for $78.91 included deductible of $10.81 for filters, $16.02 tubing, $46.20 nasal pillows...

and $5.88 for rental of cpap machine 6/27/16. The patient has also been billed deductible for cpap rental causing him to receive a bill of $187.99, which includes $58.84 June 27, 2016, $57.01 left for July 27, 2016, and $72.14 August 27, 2016. The water chamber was adjusted from the patients account in the amount of $7.46 on June 27, 2016 and not reflected on his billing statement. Once all payments posted the current balance due is $129.15 for July and August 2016 cpap rental. The patient has been mailed a detailed history of billed amounts and payments made. We believe we have taken all appropriate steps to resolve the patient’s concern.
 
Sincerely,
 
Apria Healthcare LLC

We would like to apologize for the level of customer service you have experienced. Apria strives to provide excellent customer care.
 
During a review of your records, we confirmed that multiple attempts were made to reach you and your servicing physician to obtain the required prescription...

in order to provide you the respiratory supplies. Once we receive the required prescription, your order will be processed.
 
We greatly appreciate you for taking the time to bring your concerns to our attention. We 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

8/12/2016Revdex.com San Diego, CA Attn: [redacted]  Dispute and Information Analyst Lead [redacted]Re:  Apria Healthcare LLC:  [redacted]Revdex.com Complaint ID#: [redacted]Dear [redacted]: This letter is in response to the complaint referenced above submitted to the Revdex.com.  We apologize for any miscommunication on our part that may have resulted in this concern. Below is a brief description of the concern matter and our response.   Concern: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.Im sorry, I did not put a response to the original message from apria...I do not accept this...if they will look further, the machine left was paid in full by medicare on [redacted] behalf and therefore, should be returned to him.  Now he cannot get a new machine for 5 years without paying out of pocket himself. He is on disability and in no way can afford to do this...he is in dire need of this machine since he has terrible sleep apnia...this is a terrible situation for [redacted] to be in and terrible for me as his mother to see him suffer like this for no apparent reason.  Thank youResponse: We would like to apologize again for the level of customer service you recently experienced. We have confirmed that due to the continued concerns expressed, Apria has provided a working Cpap machine and mask. Also, due to the [redacted] Bidding guidelines, patient will have to obtain additional supplies from a new supplier. We greatly appreciate you for taking the time to bring your concerns to our attention. We 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 have determined that the balance in collections will be removed due to the ongoing issues that have occurred. After review of the account, we were able to confirm that the equipment provided in May 2015 was initially set up as a rental in error. Due to the...

scheduled pickup’s not being completed, the equipment was converted to sale and the balance sent to collections in error. Again, we will be removing the balance due of $399.00 and the patient will not be billed going forward. We will be notifying our collection agency of this as well. We apologize for any miscommunication or inconvenience this has caused.
 
 
Sincerely,
 
Apria Healthcare LLC

We have reviewed patient account and confirmed that she made a payment of $44.95 and the payment posted to our system on July 21st, 2016. At the time patient spoke to our billing representatives the payment had not posted to her account and was still in pending status. Therefore they informed her...

that once the payment posted they will provide her the information in order for her to submit for reimbursement. I have created a detailed itemized statement of the payment made by patient and how it was applied and sent the information to the address we have on file. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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]

Item # 1:  No service on concentrator/purchasing supplies.   RESPONSE:   Patient was in Florida for 8 months and did not notify branch.  Equipment was written off as lost/stolen when branch could not reach patient.  Patient now requesting service on...

equipment.  Patient is still Medicare eligible and branch will provide equipment and supplies for patient.    Sincerely, [redacted]Branch Manager

We have reviewed patient account with assistance from our insurance team and confirmed that patient order was processed in November 2015 but it wasn’t completed and made available until January 2016.  The order information was not updated in the system to reflect that therefore we have reversed...

the payments made by patient for November and December 2015 to be refunded back to him to be received in check form within two weeks and have also reversed the payments made by Humana in order to begin the process to refund them. We have also reached out to customer service so that they are aware of the issue in order to provide great customer service going forward. I do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
Apria Healthcare LLC

Item # 1:  Mr. [redacted] requested new CPAP supplies and Apria did not provide them timely.  I have spoken with Mr. [redacted] and he understands his insurance company does require a download showing compliance.  If this requirement were to be waived, it would have to be by the...

insurance company, not Apria Healthcare.Item #2:  We did provide temporary supplies at no charge to aid Mr. [redacted] in achieving the compliance data.  After using the machine for a month his machine registered compliant, however, his data card showed non-compliance.  At this time Apria is sending all supplies to Mr. [redacted] at no-charge while we investigate the discrepancy.  Mr. [redacted] is mailing in his card for a second download.  If it shows compliance, the card/data was likely corrupted.  If it still does not, it could be a bad reader on the CPAP device and this can easily be replaced under warranty. I did apologize for the bad readings and any miscommunication on our part.  Mr. [redacted] is very understanding and we will be working together to fully resolve his concerns. Sincerely,   [redacted]Apria Healthcare

We would like to apologize for the level of customer service you recently experienced. After a review of your records, we confirmed the delay in receiving the respiratory device was due to Apria not having a valid prescription from the ordering physician. The prescribing physician sent a valid prescription on November 21, 2017 at which time we attempted to deliver the device but were unsuccessful. On November 22, 2017 another attempt was made to deliver the device. However, there was no data on the device when it was download. On November 27, 2017 the device was delivered again and was successful.    Apria, we sincerely apologize miscommunications and delays in our follow up you experienced. We greatly appreciate you for taking the time to bring your concerns to our attention. We 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY] I did not use this product. It was returned in the original condition it was received.  After requesting the equipment be picked up a sales person called me and made several promises regarding training and care and ease of contact. I did not find these promises to be true. Apria is impossible to reach a person locally that will help you.  I requested the equipment be picked up. I assumed that because I had nothing but poor service up to that point , they were dragging their feet in making that arrangement. I t was not until I received the invoice in the mail Dated 9/22 that I saw they were charging me. The initial representative said I would be charged $22.40.... and wanted my charge card number to put the charge on. I was unaware of the $89.60 until I received the bill  DEDUCTIBLE>>>> how can I have a deductible when I don't have the equipment?  I really believe that their lack of prompt response is costing me $122.00. MY INSURANCE company was also billed I will also be contacting them to get their money back.. I NEVER USED this equipment. I expect a $122.00 credit to my charge.
Regards,
[redacted]

We would like to apologize for the level of customer service you recently experienced. After a review of our records, we confirmed with our Automated Outbound Management Department that you have been removed from the auto-dialer, and you should not receive any future calls.   We greatly...

appreciate you for taking the time to bring your concerns to our attention. We 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 [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 father-in-law's secondary insurance has always been [redacted], not state insurance Apria Health has claimed. They have claim the wrong insurance plan. I recommend them update the wrong information in their system and sent the billing to the right insurance plan.
Regards,
[redacted]