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.
[I have also been billed for months in which I was compliant. There were compliance issues in the beginning but have since been remedied with the nurse practitioner representing my doctor. One of the solutions was a prescription for a different style of mask that Apria never sent. Apria has not processed orders for new, clean tubing and other items that make compliance more possible. Also, when I picked up the cpap device, no mask was included and impeded compliance while I waited for a mask to arrive. Now that I am in compliance, how do we go forward with billing to be reverted back to [redacted]?]
Regards,
[redacted]

We would like to apologize for the level of customer service you experienced. During a review of your records, we determined that there was a delay in your order. We have coached our Customer Care Center representatives on the importance of scheduling deliveries accurately and in a timely manner. We...

certainly understand your frustration with the long hold times and disconnections; we continue to work diligently in improving our telephonic system in order to provide a better and timely service for our customers.
Again, we sincerely apologize for any challenges and inconvenience this has caused you.
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.
I checked with the Referral coordinator at [redacted] Care. Back in 2014 At the time I was prescribed the CPAP Apria was the vendor within 1 day [redacted] Care switched to [redacted] Care solutions who I received my cpap and supplies from. If they shipped out anything it was not because it was acknowledged or received by me. Both times that I received a cpap machine both from life care solution and Apria, I had to physically go in to their local center and show my id and insurance info before they set up my account. I asked for a signed receipt and they said that the package was left some where, which makes no sense at all, why would they ship supplies to someone who doesn't have an account or a machine. This is very disturbing I stop breathing at night and they refuse to send me the supplies I need to stay alive. I'm trying to see if my insurance will let me get supplies somewhere else as this company is very disorganized. I paid for the supplies in March - they I believe only charged me a portion because they never sent the complete order
Mar. 30, 2017 03-30-2017|02:00:00 APRIA LAKE FOREST CA APRIA LAKE FOREST CA  $17.28 Expand Details Collapse Details Additional Details Transaction Type: Purchases Posted Date: Mar. 30, 2017 Category: Health Care - MEDICAL SERVICES-NOT ELSE WHERE CLASSED Reference Number: BZ5B1VGW Merchant Country: United States Dispute Charge Print
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.
I have billed another amount for $29.93 on August 7th through online billing and have no idea what this is for?  This certainly isn't to purchase the device, otherwise I could understand the charge.  Plus during my correspondence with Apria I found out I have been charge for certain types tubes that were not order and never received. Apria need to figure how what they are billing me for and deliver.  I believe all there is left for me to do in pay for the device yet that has not been done, instead mystery charges like on the August 7th show up.  
Regards,
[redacted]

We have reviewed the patients account and confirmed that our sleep central team spoke with patient on September 11, 2017 and provided a coinsurance quote of $27.60. The credit card was charged $183.91 for the CPAP supplies received due to claims being denied by his insurance plan as being applied to his deductible. The patient returned the CPAP supplies and a refund was requested on October 3, 2017 in the amount of $183.91 to be refunded in check form. 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.
Apria is being dishonest. The insurance company required prior authorization- which our medical provider freely gives. Apria DID NOT request prior authorization from our health care provider. As their agent explained to me, they sent in the device's automated compliance report in and that should have been good enough for the insurance company and that  they (Apria) shouldn't have to do more than that. My insurance company rejected their bill, but provided instructions for correctives to be taken and to have the bill re-submitted. A representative from my insurance company assured me that directions were sent to Apria to correct their paperwork and re-submit back for payment. Apria refused to do so, and then turned around and stole money from me and then attempted to extort me into forcing payment from the health insurance company. They broke their in-network contract with my insurance company and took more than they were legally contracted to receive. The local Apria agent was appalled at the documentation placed in my file that stated that whom-ever was handling the insurance paperwork had documented that they had not requested documentation from the medical provider as they deemed it unnecessary, and then later documented that the bill had been denied and they changed my account to reflect no insurance and customer self-pay.An Apria agent asked me to hold while they reviewed my information with their manager as they had in fact violated their service agreement with me. After some time she returned  and I was told to get an insurance agent on conference call with Apria, have the insurance agent issue immediate payment over the phone, and that they "would see" about returning my money.  I repeated back what she had told me for clarification, and she told me that that was right. I pointed out that I had been on hold for an hour just to talk to her, and asked if there was a direct number I could call. She said no. I asked then if I was supposed to get a representative from my insurance company to agree to remain on hold on a conference call with me for an hour. She said, "yeah, they probably won't do that."I am now more upset about Apria's response. The apology as such, is rejected.  First, it is inaccurate. I do not have a device, my husband does. My spouse did not sign the service agreement, I did for him.  I do not believe they actually investigated, or even bothered to read their files. Fraud, theft, and extortion go beyond "miscommunication" and "oversight".  I turned that matter over to my insurance company, and they are investigating the contract violations. I reported to my bank the issue of the money being taken out of my account, and they deemed it fraud. I was issued a new debit card, the bank replaced my money, and their legal department will take the matter up with Apria.
 Here is what I ask. 1. If one of your agents decides that they do not have to meet contractual requirements with insurance companies, DO NOT STEAL from your patients. 2. Communicate with your patients if there is a problem with the insurance company; even though you caused it, I could have told your agents to follow the directives from the insurance company and re-submit the bill (even though the local Apria  agent and the insurance company both said that this was not my responsibility). 3. DO NOT EVER attempt to extort your patients. This is against the law. I require nothing further from Apria.  In the future, should anything like this occur again, I will simply turn the matter over to the local authorities, my lawyer, the insurance company's lawyer, and the bank's lawyer.
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.
This is now the sixth time you have told me that my cell number has been removed.  The previous 5 times you were incorrect in telling me that. Part 2 of my resolution request demanded that you agree to remove any and all of your equipment from any and all of my residences the next time I receive a robo-call from you. In your response to my complaint, you failed to address this issue.  To repeat, I expect your WRITTEN assurance that your apparatus will be removed immediately upon my receiving your next robo-call.
Regards,
[redacted]

ITEM # 1: Mrs. [redacted] states that they have been waiting on a refund for over a month and cannot get anyone to assist them. RESPONSE: We apologize for our delay in having the refund processed and that Mr. and Mrs. [redacted] has had issues with our phone system. We have reviewed Mr. [redacted]’s account...

and found that the payment of $24.95 was applied to the November 6, 2014 claim and $4.55 was adjusted. The refund of $29.50 was processed on December 23, 2014. We apologize for any inconvenience this may have caused. Sincerely,[redacted] Billing Center Quality Specialist

We have confirmed that the patient has an open balance for dates October 3, 2015 through January 3, 2016 and a collection balance for dates April 3, 2015 through September 3, 2015. The patient was billed for theses dates due to [redacted] denial for medical documentation. The required evaluation and...

testing was received dated January 13, 2016, however the advance beneficiary notice wasn’t reversed until February 29, 2016. All claims prior to testing date including collections will remain patient responsibility, an appeal have been filed or the claims are pending insurance for February 3, 2016 forward. The patient may file an appeal with [redacted] directly for any of the billed dates as Apria was not provided with the proper documentation to do so prior January 13, 2016. We believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction.
 
Sincerely,
Apria Healthcare LLC

We have reviewed the patients account and were able to determine that until the open invoice on file has been reprocessed by BlueCross BlueShield, the account will remain open in our system. The email sent by Apria’s billing department was not clear but does mention the claim was billed in error and is currently being reviewed. We were informed by the insurance directly that this was billed in error and no other balances are showing due as patient responsibility. We also was able to confirm that the apology letter mentioned was drafted and mailed out on December 1st. Again, the account is only open due to the current reprocessing of the claim on file. We apologize again for any miscommunication or inconvenience this has caused.  Sincerely,Apria Healthcare LLC

After review of the account, we were able to confirm that the equipment previously provided has been returned and the outstanding balance showing due will also be removed. We are showing that the Breast Pump provided was converted to a purchase back on December 1st due to the extension mentioned...

through December 28th was not received and the equipment was not returned at that time. We will be contacting BC Services to inform them of this error and will remove any balances showing due. We apologize for the inconvenience this has caused.   Sincerely,  Apria Healthcare, LLC.

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipment. After a review of your records, we confirmed that on 7/20/2017, the licensed Respiratory Therapist spoke with your spouse. Also, your records indicate we provided your spouse...

information in order to assist with having your equipment operational again.   Again, we sincerely apologize for any inconvenience or challenges this issued caused you. 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 patient account with assistance our billing team and confirmed that patient has had his CPAP unit since November 7th, 2013 through [redacted]. Per [redacted] contract for the CPAP unit it would bill for 10
 
months and then bill every 6 months for maintenance and service and the...

maintenance and service was billed to [redacted] for date of service September 7th, 2016 but patient policy had termed on April 1st, 2015 so
 
he no longer had insurance with [redacted]. On October 12th, 2015 three attempts were made to reach patient
 
to obtain correct insurance information but no contact was made. The account was then changed to self-pay and patient contacted our office on December 16th, 2015 disputing the balance and our representative tried
 
to explain the outcome of the account. The Cpap machine was picked up on January 22nd, 2016 and the
 
billing stopped. The equipment could have been converted to sale if insurance would have been provided in a timely manner therefore patient is responsible for the invoices that billed before the equipment was picked up on January 22nd, 2016. The open balance at this time is $381.10 for dates of service September 7th, 2015- January 7th, 2016 for the monthly rental of the CPAP unit. We do apologize for the miscommunication
 
as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
 
 
Sincerely,
 
Apria Healthcare LLC

Item # 1:Mr. [redacted] states that he does not think he owes the additional money that Apria or the collection company is billing him for and wants the account to show paid in full. RESPONSE:We have reviewed Mr. [redacted]’s account and found that he received a CPAP unit and supplies on July 8,...

2014. Apria informed Mr. [redacted]’s that his copay amount due at set up would be $55.93 and his CPAP unit rental copay each month would be $12.88 for10 months. Mr. [redacted]’s paid by check at the time of set up in the amount of $55.93.Apria submitted claims to [redacted], ID number [redacted] on behalf of Mr.[redacted] for their 80% portion of the payment. However, Apria received notice from[redacted] that the claims had been denied because the coverage had termed. Apria placed calls to Mr. [redacted] to obtain the correct insurance information. Apria also tried to verify [redacted], ID number [redacted], however this policy was showing the other policy as his insurance. Because Apria was unable to get the 80% portion of the claims paid by [redacted], the amounts were referred as Mr. [redacted]’s responsibility. The total amount of the submitted claims was $692.29, we have received $0.00 payments from [redacted] as of today, there is still $206.04 pending under [redacted], however if unpaid will be referred toMr. [redacted]. Mr. [redacted] has paid a total of $123.98 and Apria has adjusted $1.60 from the claims as a courtesy. The open Apria balance as of today is $90.15. Per Apria’s policy once an invoice is left unpaid for a total of 180 days the amounts are referred to collections. Mr. [redacted]’s collection balance as of today is $270.52. Mr. [redacted] needs to contact [redacted] and have them update their coordination of benefits information in their system and have the claims reprocessed. We have placed another itemized statement in the mail for Mr. [redacted] records as of today. 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 have reviewed patient’s account and confirmed that a statement was generated and sent to patient’s address we had on file in 2015. We received no return information that the address was incorrect. The statement amount was $43.70 for date of service May 18th, 2015 for the monthly rental of patient...

breast pump. The invoice was sent to collections on February 14th, 2016 due to non-payment from [redacted] and the patient.  Patient can work with collections to pay the remaining balance that is due and at this time her Apria account reflects a zero balance and currently 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

We would like to apologize for the level of customer service you have recently received regarding the organization’s automatic telephonic system. After a review of your records, we confirmed your telephone number has been successfully removed from the automated telephonic system. You should no...

longer be receiving automatic telephone calls as of February, 10, 2017.   Again, we sincerely apologize for any inconveniences this has caused you. 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.MESSAGE FROM BUSINESS:Item # 1: Ms. [redacted] contacted the Revdex.com advising of her frustration with the delay in getting an appointment with Apria Healthcare for her mask fitting.  She advised she had been trying for two months to get the appointment set up.  She further advised that when she called she would receive inconsistent responses from various Apria agents in regards to why there was a delay in getting the appointment.  At one point she was given an appointment and later discovered Apria would not be able to bill the insurance for her based on missing documentation.  She was reaching out to request a formal review of her account with a clearly defined explanation of what was necessary to move forward so she could obtain her much needed pap supplies. RESPONSEUpon receipt of this concern the account was reviewed and we attempted to contact Ms. [redacted] on 08/05/2015 to advise her of the outcome of the review.  It was noted that the order originally came to Apria on 05/26/2015.  Upon receipt of the order a request was sent to the physician for missing documentation.  Specifically, a copy of the sleep study, a copy of the re-pap face to face and a copy of a compliant device download.  All of the items are required to be on file prior to billing [redacted].  Unfortunately due to Apria agent error, the request for the prescription for the mask refit was not submitted to the physician.  It is noted that Apria did have several conversations with Ms. [redacted] but it appears that during each conversation the information Ms. [redacted] received was either inaccurate or incomplete.  At one point an appointment was made for the mask fitting but at that time Apria did not have a prescription for it so the appointment was cancelled.  On 08/05/2015 after receiving this concern we reached out to the physician specifically asking for a prescription for the mask refit.  It does appear that all other documentation has been received.  We have left voicemail for Ms. [redacted] to contact us, providing her a direct contact number.  Once the prescription is received we will move forward with making the mask refit appointment.  When speaking with Ms. [redacted] we will offer an apology for the frustration she has experienced in her dealings with Apria.  Clearly this has been a frustrating experience for her. Sincerely,  [redacted]Area Customer Service Manager I was told on August 10, 2015,  by an Apria Representative the prescription was received from the doctor on August 7, 2015 and that it would take 3 to 6 business days for that "SOMEONE" to call me to discuss the mask fitting. This is Apria doing business, as usual.  I am getting the same run-a-round about the elusive "SOMEONE" calling me; while I am still without the much needed equipment. I have alerted [redacted] of my dilemma and  I have asked my doctor for a referral to another equipment vendor. I am waiting for her response.  I am not sitting idly by waiting on Apria, I am doing all the insurance industry will allow. It is obvious to me Apria wants nor values it's [redacted] clients.Thank you so much for your timely response.
Regards,
 
[redacted]

We would like to apologize for the level of customer service you have experienced. During a review of your records, we confirmed that we were missing documentation required per the insurance provider guidelines prior to processing the prescription for your respiratory equipment. Our records further...

indicate several attempts were made to contact you to obtain critical information necessary to process the order. Your account has since been reactivated and we confirmed you have received your respiratory equipment as of 6/14/2016.
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 coach our customer service representative on the importance of verifying the details of an order prior to deliveries to our patients, as it has done in this case.
 
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 have confirmed due to a power outage on 10/9/2016 you were unable use your oxygen system and were without an appropriate back-up.  On 10/9/16 the branch manager left a voice...

message for you. According to the branch manager on 10/11/16 you informed him that your power was restored. In addition we confirmed that on 10/19/16 you were provide a replacement back up oxygen cylinder along with serving the equipment.
 
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 patient account and confirmed that a refund check for $1,243.38 was processed and re-issued to patient as of September 16, 2016. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
Apria...

Healthcare LLC