Apria Healthcare

Apria has made several attempts to contact the client on October 19, 20 and 21 without success. The client initially contacted Apria to place an order for supplies on May 4, 2015. The order was processed by our insurance qualifications team who determined a prior authorization from the insurance...

company was required.  After 5 business days, the insurance authorization had not been received; therefore, the order was placed in pended status. On October 5th the client contacted Apria again and at that time the order was reactivated along with being forwarded to our escalation team to process.On October 21, 2015 upon further review of the account, the order was processed and shipped to the client.

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 was required to use Apria Healthcare to acquire medical equipment that I require for my health. They are supposed to properly resupply parts of my equipment every three months. I previously had a complaint with Revdex.com about them, Complaint #[redacted], which was supposedly closed out because they "understood my issues"; however, they subsequently sent me incorrect resupply equipment that is not in fact for my medical equipment, and this was one of the issues I was having previously. I am having a hard time being able to get anyone to address these issues. They are even supposed to have an "after-hours" customer service number, which I called, but was told their system is being redone and they cannot do anything, they cannot even contact their local branch, so basically their customer service rep is being paid to do nothing.I want someone to call me from the local branch, and make sure this is settled, and I want the correct medical equipment mailed to me and I want to make sure that I personally am not charged by my insurance company.
Regards,
[redacted]

Item # 1:Mr. [redacted] states that he received a Continuous Positive AirwayPressure (CPAP) device in March 2014 which was a replacement for an existingmachine. Mr. [redacted] stated that he was informed in September 2014 that ApriaHealthcare would submit the purchase claim to his insurance company,...

[redacted].  RESPONSE:We have reviewed Mr. [redacted]’s account and found that the convertto sale was processed on April 2, 2014 for the Continuous Positive AirwayDevice that was received on May 27, 2014. The activity on Mr.[redacted]’s account does support the information that [redacted] did request the purchase of theContinuous Positive Airway Device in 2014. To correct the accountwe have reversed the payments made by Mr. [redacted] for the amounts that he wasbilled in January & February of 2015. A refund will be sent toMr. [redacted] in the amount of $189.52 in form of check.  Per Mr. [redacted]’s request, a detailed statement will be mailed tothe address that Apria Healthcare has on file for him which reflects a zerobalance. We do apologize for the miscommunication as our goal is to ensurecustomer satisfaction as well as accurate billing. Sincerely,[redacted]Patient Account Resolution Team Lead

After review of the account, we were able to confirm that due to the agreement with United HealthCare, payment of the supplies requested/ordered must be provided before those items are shipped. We are able to accept other forms of payment however, this must be done prior to those items being sent....

We apologize for any miscommunication or inconvenience this has caused.     Sincerely,  Apria Healthcare, LLC.

Item # 1:  Patient is being charged for an oxygen concentrator that is not being used and would like a refund for all past rental. RESPONSE This patient is currently prescribed to use oxygen continuously (24 hours per day) and this prescription requires that the patient have both a...

concentrator and portable oxygen system provided. Apria received a call from the patient on 3/5/15 stating that they would like the concentrator picked up as they were not using it. This is the only call that Apria request for pickup that is on file with Apria. It was explained at this time that it was Apria’s policy to provide a concentrator and portable when the patient was prescribed continuous oxygen and that we could not provide a portable only. A supervisor at the local branch will call the patient again today to explain this as well as to let her know that if her physician changes her prescription, we can pick up the equipment or she may sign an Against Medical Advice waiver for removal of the oxygen from her home without doctor’s orders. As Apria was providing equipment as ordered by this patient’s physician and accepted by the patient, we will not be providing a refund on any past rental invoices.  Sincerely,   [redacted] Branch Manager Oceanside, CA

Item # 1:  Ms. [redacted] stated she was directed by her insurance company to contact Apria Healthcare in order to rent a walker.  She stated she contacted Apria and was informed of the documentation needed from the doctor to process the order and sent the required information but was then...

informed that we do not supply knee walkers.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that on July 6th, 2015 we received patient demographics from the doctor office but there was no prescription included with the information. We received the prescription on July 7th, 2015 for the knee rollator but the diagnosis code needed to submit claims to the insurance was not on the prescription; therefore we requested the information and did not receive it until July 15th, 2015. At that time it was confirmed at our local office that the knee rollator would have to be ordered.   Ms. [redacted] called our office on July 15th, 2015 and stated to cancel the order for the knee rollator because she has already purchased one. There is no record on file that we charged Ms. [redacted] checking account for the equipment. We apologize for any inconvenience this may have caused.      Sincerely,   [redacted]
 
[redacted] Billing Center Quality Specialist

We have dealt with this company over the past year and have had to make several calls to customer service. Hold times are excessive and they are not interested in resolving issues to your satisfaction. This company's representative at their location in Muncie told me when we purchased a CPAP machine that we had to pay a $286 dollar copay then three monthly payments of $11. I looked at my account 10 months later and they were still charging my credit card! I called customer service and was transferred several times and on hold for long periods. I was finally told, they don't know who said it would be for three months but that wasn't correct. They also told me since our insurance changed, the terms started over and they had billed the new insurance for hundreds of dollars after the previous insurance had already paid them! I work in the health care field and I frequently hear complaints from patients that have to deal with them. Save yourself a lot of frustration by finding another provider!

We have reviewed the patients account and were able to confirm that we did not have the required documentation on file to bill [redacted] or [redacted] until January 2016. Apria completed the Advanced Beneficiary Notice of Non-Coverage reversal on February 29, 2016 with the information provided from the doctor’s visit on January 13, 2016. Any dates prior to Apria receiving the documentation would remain Patient Responsibility. We have billed [redacted] and [redacted] for invoices starting in February 2016 and have received payment. An appeal can be filed directly with [redacted] for any previous outstanding balances due. We believe we have taken all of the appropriate steps to resolve this issue and apologize for any inconvenience this has caused.
Sincerely,
 
Apria Healthcare LLC

We have reviewed the patients account and were able determine that an Advanced Beneficiary Notice was signed by the Patient informing him that the Baseline Sleep Study was needed in order for Medicare to pay. Due to this information not being received, we were unable to bill Medicare for the CPAP...

Unit provided. This documentation was signed by the Patient on November 6, 2014 and also states that the face-to-face notes from the physician visit, after Medicare became effective, were not received. Later, we were able to obtain the clinical notes needed but not the Sleep Study required. We do show a Titration Sleep Study on file however, this is not compliant per Medicare guidelines as the Baseline Study is required. The last claim billed for the CPAP Unit was denied on December 4, 2015. We are unable to submit an appeal to Medicare due to the last day to file an appeal was on April 2, 2016. The current outstanding balance due would be valid due to the Patient signing the ABN (Advanced Beneficiary Notice) and accepting the equipment without all of the required documentation on file. We apologize for the inconvenience this has caused.
 
Sincerely,
 
Apria Healthcare LLC

Item # 1:  Ms. [redacted] daughter states that patient continues to be billed by Apria Healthcare for her hospital bed and wheelchair and [redacted] should be billed for services beginning in January 2015.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that we have been...

unable to bill claims to [redacted] because we do not have the initial face to face clinical notes, “Written Order Prior to Delivery” form dated after January 1st, 2015 and a diagnosis from the doctor for the bed and wheelchair in order to qualify as medically necessary. These are documents [redacted] require in order to process claims for payment. Ms. [redacted] daughter has been informed of the documentation that is needed and Ms. [redacted] will have a follow up appointment and will obtain the documentation but at this time the doctor’s office will send what is already on file.   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 confirmed that the patient was billed $21.38 copays for dates in November and December 2016. His insurance covers at 100% after his out of pocket is met, however Apria Healthcare isn’t given this information unless an insurance verification is done. The monthly copays were reversed from the...

bill as the insurance paid the claims. There is still a balance of $4.15 from November 11, 2016 in which the claim was rejected due to the subscriber information and was submitted Janauray16, 2017. The balance of $4.15 has been placed back under insurance until the claim is processed due to the insurance paying the previous claims at 100%. The action to resolve the issue of a copay generating is to have the insurance re-verified to confirm coverage, however due to being the beginning of the year the patient’s copays and deductibles have restarted and he have a balance of $172.27 for January 2, 2017 and January 11, 2017, due to insurance applying their deductible. The patient has been sent a letter explaining this to him and removed from texting updates. 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 patient received oxygen equipment on November 17, 2014. Medicare requires a certificate of medical necessity and face to face evaluation in order to pay claims. This required documentation was not received and claims were denied. Apria Healthcare adjusted the billing for...

November 17, 2014 through January 17, 2015 due to an advanced beneficiary notice is needed in order to bill the patient, which wasn’t signed until February 04, 2015. Her secondary insurance paid February 17, 2015, through March 04, 2015 and July 04, 2015 through October 04, 2015. The patient currently have a balance of $611.68 for April 4, 2015 through July 04, 2015, however July 4, 2015 the allowed amount was paid by [redacted] leaving $68.92 as patient responsibility. Due to this being more than the allowed amount for the secondary, we adjusted $68.92 along with $42.27 from February 17, 2015 and $68.92 March 04, 2015. These amounts were paid and reversed for a total of $111.19 that will be refund to the patient upon the insurance paying the pending claims or applied to patient balance of $542.76. Apria Healthcare did receive notification from the secondary insurance that the diagnosis code was inconsistent with the patient’s age. The doctor was contacted for a better diagnosis code and corrected claims were sent, however it is showing denial as lack of documentation. A certificate of medical necessity was received back from the doctor’s office April 21, 2016 and we have requested a review for compliance to see if claims can be appealed through the primary insurance. We believe that we have taken all appropriate steps to resolve this matter to the patient’s satisfaction.
Sincerely,
Apria Healthcare LLC

5/6/15Revdex.comSan Diego, CAAttn: [redacted]Dispute and Information Analyst Lead[redacted]@sandieqo.Revdex.com.oraRe: Apria Healthcare Inc: Golden, CO 1457Revdex.com Complaint ID#: [redacted]Dear Ms. [redacted]:This letter is in response to the complaint referenced above submitted by [redacted]to the Revdex.com. We apologize for any miscommunication on our part that mayhaYe resulted in this complaint. Below is a brief description of the complaint matter and ourresponse ..Item # 1 : Customers family contacted Apria Healthcare three times regarding MS. [redacted] oxygendelivery. The drivers did not deliver on the expected day or time given. The oxygen wasdeliYered in error to an alternate address that was on file, which was the son's address howeverMs. [redacted] has her own residence the equipment was to be delivered to.Item# 2: Customer experienced excessive hold times when trying to contact Apria Healthcareregarding the status of technician.RESPONSEWe attempted to reach Mr. [redacted] but did not make contact. We also reached out to Ms.[redacted] but was unable to talk with her directly. We have verified through our system thatMs. [redacted] has the appropriate oxygen equipment at this time.Sincerely,[redacted]Area Customer Service ManagerLittleton, CO

We have confirmed that the patient received a crutch February 10, 2017. Apria Healthcare billed a PPO plan, however when speaking with the patient’s father confirmed it was a HMO. We billed the insurance $252.48 in which they paid $201.98 December 26, 2017 leaving patient with copayment of $50.50....

The balance was automatically turned over to outside collections due to the invoice date being over two hundred seventy days. We have place a hold on collections to allow the patient’s father time to obtain an explanation of benefits to confirm amount owed. We do apologize for the inconvenience 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. After a review of your records, we confirmed the delay in processing your order was due to missing required documentation per the payors guidelines. The delay in receiving the documentation caused the order to be...

canceled.  On October 19, 2016 the order was reactivated. Also, we validated that you received your equipment on 10/24/16. In addition, the customer service management team provided coaching and retraining to our customer service staff to ensure our patients orders are processed timely.   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

Item # 1:  Mr. [redacted] stated that he did authorize Apria Healthcare to debit $750.13 from his checking account and is requesting the amount be credited back to his account.  Item # 1:  Mr. [redacted] stated that he did authorize Apria Healthcare to debit $750.13 from his checking account and is requesting the amount be credited back to his account. RESPONSE: We have reviewed Mr. [redacted] account and confirmed that we have a Sales, Service and Rental Agreement on file signed by him authorizing his credit card to be placed on file for charges not covered by the insurance and have sent a copy of the information to him for his review. Claims were submitted to the insurance and authorization was denied because we did not have a compliant download on file; therefore leaving patient responsible for the charges of $750.13. Mr. [redacted] returned his equipment on August 31, 2015 and is no longer being charged for the respiratory assistance device but has an open balance at this time of $195.42 for date of service May 8th, 2015 that was denied by the insurance and has claims for dates of service June 8th, 2015-August 8th, 2015 that are pending payment from the insurance with no patient responsibility at this time. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,  
[redacted]
 
[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.
Regards,
[redacted]
Apria is blaming the new insurance the new insurance doesn't care. the new insurance [redacted] is trying to resolve this and don't understand why Apria is starting over with the charges its all about Apria.

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 am rejecting this nonsense of an excuse because they wouldnt have told me that I was approved in the first place!in fact we would have never accepted the machine unless we were approved because we simply could not afford the $211 monthly so this excuse is alot of nonsense!

ITEM # 1: Customer’s Statement of the Problem: To Whom It May Concern: I am extremely unhappy with the “service: that Apria Healthcare provides. Each time I order a specific supply, the company sends a slew of additional items and charges our insurance company. I have called Apria many times to...

clear up these issues. I am told it will be handled and it is not. Recently my doctor’s office ordered me a new mask which I received. However, Apria sent an additional box with hose, filters, etc. I called the customer service department 2 weeks ago and was told I would receive a call with a “call tag” information to return these items. Of course nobody has called and I am not surprised. Today I was notified by [redacted] that Apria billed US $271.46 for the recent supplies. The mask was only $144.17 of this charge. [redacted] APRIA ACCOUNT # [redacted]. Complaint Background: Product/Service: Mask Purchase Date: 5/1/2015 Problem Occurred: 5/10/2015 Model: Account Number: ACCOUNT # [redacted] Order Number: Talked to Company: 5/12/2015 Purchase Price: $144.17 Disputed Amount: $127.2 RESPONSE: A refund was requested on 05/14/2015 which can take up to 15 days for processing. The items were disposed of by Ms. [redacted] at the request of Apria. Ms. [redacted]’s account has been closed. Sincerely, [redacted] Supervisor Sleep Management Center Apria Healthcare

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 concern.   After another review of your account and speaking with the [redacted] Manager of your local facility, we confirmed that on July 6, 2017 you spoke with one of our Licensed Respiratory Therapist. During that conversation, your questions were answered and you were informed of our policy regarding the location of your residence.   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