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] Apria is blaming the new insurance the new insurance doesn't carethe new insurance [redacted] is trying to resolve this and don't understand why Apria is starting over with the charges its all about Apria

We have reviewed patient account and confirmed that his CPAP unit was received from Apria Healthcare on March 11, in which patient signed our Sales, Service and Rental Agreement acknowledging the equipment would be a rental itemAt the time patient received the CPAP unit he had [redacted] as insurance coverage and we billed claims as a rental according to his plan agreementPatient [redacted] insurance termed on April 30, and because we did not obtain new insurance information patient account was changed to bill under self–pay and that pricing information was not explained because patient had active coverage when equipment was receivedPatient returned the equipment on June 8, and will no longer be billed for services and at this time his account reflects a zero balance.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 reviewed the patients account with assistance from our insurance team and confirmed that patient has changed insurance plans several timesThe rental episodes restart with every change in insurance plans as we have to bill according to the insurance contract agreementsAfter review of the account they also confirmed that patient balances are correctThe purchase price was met per contract with final insurance BCBS IL on April 28, 2016; however, there are still two denied claims for this planOnce the balance is paid and the remaining two dates of services under patient BCBS IL policy are approved and paid by patient will then own the equipmentThe total outstanding invoices for patient copays and deductibles due are placed with State Collections Services is $2, and they can be reached at for payment optionsFor additional questions or disputes the patient can contact his insurance to appeal with them directlyWe 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 the patient was billed for dates of service January 08, for a wheel chair, January 14, oxygen concentrator, February 08, wheel chair, February 14, oxygen concentrator, and March 14, oxygen concentratorThe secondary insurance wasn’t given until February 25, for QMB Medicaid that did not cover durable medical equipmentOn November 03, Apria Healthcare received request to fax claims to Care AssistThe patient’s payments for February 14, and March 14, for the oxygen were reversed May 14, due to a dispute with the credit card company making these two claims the only open invoices available to be sent and paid by the secondary insuranceDue to timely filing it is too late to submit other claims for processingApria Healthcare did reverse the patient’s copays totaling $for January 08, through February 08, and adjusted the balancesThe patient will receive a refund of this amount within two weeksWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare LLC

The original contract with [redacted] was for months, we do apologize that you were informed with incorrect information Since the insurance changed prior to meeting the contract, the contract would start over with the new insurance This was communicated with you when you spoke with one of our reps on 1/10/ However, due to the miscommunications and for customer service purposes, we have converted your equipment over to sale honoring the 12-month rental Since Apria is honoring the 12-month rentals and then sale of the equipment, we will be refunding the patient for any over payments made over the months Apria does show that a payment was made in January, however the payment applied to the oldest invoices first The payments applied to supply invoices from October, which is why the supplies balance is still open for January We apologize for any inconvenience this may have caused We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

RESPONSE: Order came in on 12.9.14aHour call made and told patient it would take 3-business days to process to verify/qualify b5th Business Day qualified and left message for patient December 15th c Patient did not get message until 12/as they were out of the country on vacation Order had been pended per Apria process after patient did not call back timely Year-end rush for PAP orders, we could not get patient into the office before end of Received call late on the 30thShe was on crutches and couldn’t come to the officeRep responded on December 31st, however, a machine would have had to been reset by Respiratory Therapist to meet the patient prescription, and could not get shipped that same dayPatient wanted us to BACK date service date, which we indicated we could not, and had to use the date she gets machine as our service datePatient upset and doesn’t want to have this in on her deductibleLegally cannot backdate the date of service as this would be insurance fraudApria Representative could have gone through more detail in the conversation on the 31st as to why PAP wouldn’t get shipped that same dayRepresentative could have reached out to a manager to see if anything else could have been done, however, did follow protocol and procedures [redacted] , Branch Manager in Oklahoma City, talked to the patient on 1/28/and discussed in lengthTold her about the Oklahoma State “reuse” equipment program where she could possibly get a free machineShe is going to think about everything, price shop, and may call us back Sincerely, [redacted] Area Customer Service Manager Overland Park, KS

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 has not responded to my complaint regarding the 5/19/statement indicating for the first time that payments from 5/10/through 9/04/(OVER A YEAR AGO) in the amount of $were due IMMEDIATELYI contacted APRIA to dispute the charges and to get an explanation as to why year old charges suddenly appeared on the 5/19/statement for the FIRST time as past dueAn explanation was never given and my account was sent to a collection agencyAs a consumer I was forced to pay APRIA and received assurances from them the collection agency would not report this incident to the credit agenciesAPRIA was to send me a letter documenting this which to date I have not receivedAPRIA would only adjust my account with full payment of the statement balance, without explanation of the year old charges, which I providedAPRIA's business practices have to be in violation of consumer protection laws when they can arbitrarily bill customers from dates as far back as years without any prior notice and deem them past due, sending them to collection agencies ruining peoples excellent creditAPRIA takes no accountability for its ABYSSAL, FRAUDULENT, BILLING PRACTICESThis is a company that should be on every states Attorney Generals radar and investigated by the FCC.I AM REQUESTING THAT APRIA SEND ME THE RETRACTION LETTER SENT TO THE COLLECTION AGENCY THAT I WAS PROMISED AND TO REFUND ME THE MONEY THAT WAS PAID FOR CHARGES USED AS A TACTIC TO DISPARAGE MY CREDIT RATING Regards, [redacted]

Since the equipment has been returned, we have initiated a check refund in the amount of $be sent to the patientThis refund can take days or so to be processedWe apologize for any inconvenience this may have caused and for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

RESPONSE: We have reviewed patient account and confirmed that she received her CPAP machine and supplies on May 13th, We submitted claims to Health-Net for payment but they were denied in error for no authorizationWe submitted claims back to them for reprocessing and they were then denied as being applied to patient deductible amount $ Claims for dates of service July 13th, for the CPAP humidifier and August 14th, for CPAP supplies received were also denied as being applied to the deductible Leaving patient responsible for the charges of $24.33, $and $The amount of $charged to patient credit card was for dates of service May 13th, 2015, June 13th, and July 21st, for the monthly rental of the CPAP unitThe equipment has billed six months rental and will convert to purchase and will be patient owned once it reaches the 12th rental episodeWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

Item # 1: Ms [redacted] spouse is requesting further review of the account by Apria Healthcare and to adjust the account for the full amount of the medical equipment RESPONSE: Ms [redacted] account is under further review at this time and a response will be provided to her and the Attorney General once the review is completeWe 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

Tell us why here We have reviewed the account and confirmed that when patient received his CPAP in November of We billed claims to his insurance plan [redacted] for the monthly rental of the equipment and billed according to their plan agreement in which the machine billed months of rentals then started billing under maintenance and service in which the equipment started billing every six months and would have to be authorized by his [redacted] plan at that time to be converted to a purchasePatient insurance termed with [redacted] April 1st, and because the equipment did not convert to a purchase under that plan agreement if the insurance changes we have to honor the new plan agreementThe account is now billing under self-pay because we were unable to obtain patient updated insurance information in a timely manner after several attempts which the equipment could have possibly been converted to sale if the information was receivedAt this time patient account reflects an open balance of $for dates of service November 7th, 2015-January 7th, for the monthly rental of the CPAP unit and date of service September 7th, have rolled to collections as of June 5th, amount $due to non-paymentWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare LLC

We have currently been providing [redacted] approximately tanks every other week We have also ask Kaiser Permanente for an updated prescription for our records

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 Hi,In reference to claim [redacted] , no refund has been processedI did agree to accept the resolution, but this was on the basis that I would receive a refund.Many thanks, [redacted]

We sincerely apologize for the level of customer service you recently experiencedAfter a review of your records, we confirmed that on January 26, all the respiratory equipment has been picked up from your residenceAlso, we confirmed that the billing has been stop on January 26, and was not sent to collections Again, we sincerely apologize for the inconveniences and challenges you experienced 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

Item # 1: No longer able to contact her local office directly.Item # 2: Issues ordering supplies from National Refill DepartmentItem # 3: Oxygen delivery not made when promisedItem # 4: Rudeness of Customer Service Rep from Oxygen Refill Department RESPONSE Item #1: Customer Service Supervisor has contacted Mrs [redacted] and has explained the new phone system, as well as how to contact the local team in HawaiiItem #2: Mrs [redacted] has been advised, as her son is not on CPAP therapy, she does not need to contact the National CPAP Refill Department and that her vent and trach supply orders would be placed by contacting the local Hawaii teamItem #3: The cylinder resupply orders were entered for the 20th & 23rd, however were improperly routed and the driver never received the order The issue has been corrected and we apologize for the delay in delivery Any possible future delivery issues can be directed to the local Hawaii team and unscheduled cylinder refills can always be picked up at the Hilo location during office hoursItem #4: Followup coaching has occurred to ensure education regarding customer interaction is professional and courteous in every call leaving no room for misunderstanding or concerns to develop Sincerely, [redacted] Customer Service Supervisor

We have reviewed the patient’s account and confirmed that the mother’s debit card was set for automatic billingA statement is not sent, the card is automatically charged for any balances dueAn itemized bill for the charged amount has been mailed and upon speaking with the patient’s father May 10, he stated he had put a stop payment on the debit card, therefore a refund would not be givenWe believe that we have taken all appropriate steps to resolve this issue Sincerely, Apria Healthcare LLC

Mrs [redacted] was informed on January 21, that Apria would be reversing payments from the insurance company and refunding patientApria is processing Mr [redacted] 's refund however, this process can take up to daysWe do apologize for any inconvenience this may have caused

We have confirmed that the patient received a cpap mask and tubing April 30, The insurance on file at the time of order had termed on December 31, and Apria Healthcare wasn’t given this information until March 22, after trying to submit the claim several timesThe patient received his first bill April 21, and each month after until balance of $was sent to collections on June 26, The patient already had a balance of $in collections from February 12, for copay of cpap rentalThe patient’s insurance should have been verified upon placing the order and for that reason we will refund the patient $once we receive payment from collectionsThe patient also paid $for copay on this invoice and a refund has been requested for this amount The patient is responsible for balance of $paid to collections and will not be refundedWe 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 to thank you for taking the time to convey your concerns to us regarding the multiple missed deliveries We certainly understand your frustrations you have experienced and sincerely apologize for any inconvenience this may have caused you In review of your records, we determined you have received your delivery We want you to know that these concerns have been taken seriously; the feedback you provided will be uses for coaching and training our employees

We have confirmed that the patient received a crutch February 10, Apria Healthcare billed a PPO plan, however when speaking with the patient’s father confirmed it was a HMOWe billed the insurance $in which they paid $December 26, leaving patient with copayment of $ The balance was automatically turned over to outside collections due to the invoice date being over two hundred seventy daysWe have place a hold on collections to allow the patient’s father time to obtain an explanation of benefits to confirm amount owedWe do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC