Apria Healthcare

Item # 1:Mr. [redacted] states that he has experienced issues when contacting the telephone number listed on his Apria Healthcare statement. Mr. [redacted] states that he has experienced extended hold times when contacting Apria’s billing center.Mr. [redacted] is wanting to check the status of a...

payment that was made through his bank via electronic banking to determine if the payment has or has not been received byApria Healthcare. RESPONSE:After full review of Mr. [redacted]’s account, I show that his current balance is$34.05 which is the 20% coinsurance portion that his insurance, [redacted] does not cover. At this time, it was confirmed that the payment made by Mr. [redacted] on January 30, 2015 did apply to his account on February 20,2015. With that being said, an itemized statement is being mailed to Mr. [redacted] to show as proof. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely, [redacted]Patient Pay Management Center Team Lead

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 records, we confirmed that on June 6, 2017 Apria was not provided the necessary information such as the group ID, member services phone number and claims address of your insurance provider to process your order and qualify you to receive your respiratory supplies. Several attempts were made to communicate with you to obtain the correct information. On June 16, 2017, you contacted customer service responding to a message left by Apria Healthcare. At that time, you were informed verbally that Apria is in network with your insurance, but not a contracted provider.   Again, we sincerely apologize for the inconvenience and/or challenges this issue 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.
The problem is not with my insurance company who I just spoke with. It remains with Apria. What is going on is my insurance company has paid them already for these two months above my deductible so if they were to do the right thing and cancel this obligation they would have to return the money already received from my insurance company. That is why they are not canceling the obligation. The facts remain these:1. There is no signed agreement between us for this equipment. I have had apnea for over 20 years and had many machines through those times. NEVER has it been on a rental basis. I understand that maybe the business model has changed now but I have a right to know that as a consumer before I am sent machinery and then billed by stealth. 2. They have known since early December that I was not using the machine because I received a robo-call ever other day saying they were not receiving data. This is also a change in the business model and I would think that if a company was going to be monitoring a customer remotely, they would need permission for that as well. Add to that, not once for two months did a human being even call me to see if I was alive or dead; that is until I questioned the bill. Then a human being called me. The machine was never even opened. It is being returned this week. Apria needs to do the right thing and cancel this obligation.
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.
APRIL 9, 20151. I did travel during the period July-September 2014.  Since I shared a bedroom with another person and the CPAP interfered with her sleeping, I did not use it.  At all other times, I have used the equipment as directed except when I had illnesses prevented its use.2. When I took my chip to [redacted] in January, I was told that my data had not been sent to Apria initially because it hadn't been requested. I made several attempts to have this matter reconciled between Apria and [redacted], eventually hand-delivering my data chip to both places. Staff at Apria in [redacted], provided me two chips, one to again download my data and return to the [redacted] office and the second to keep installed in my machine until my next appointment with [redacted].3. Some supplies were received from Apria on April 1, 2015.  However, the one supply that I most needed--the strap that holds the mask in place, because the [redacted] is not sticking such that I often awake to find that the mask has slid off my face, which may in turn skew the results showing my use of said equipment--was NOT included and the water chamber sent will not fit into the base equipment.4. My call to Apria's Supply Department led to a response that (a) the chin strap and headgear would arrive within 6-10 days (not here as of 4/9/15) and (b) that Apria employee would contact the company's Return Department to determine whether I should return the chamber and whether a replacement chamber would be sent.  I have not yet heard from the Return Department, although Apria has both my home and cell phone numbers.5. When I took my chip to [redacted] on April 7, 2015, I was told that I am in compliance with [redacted] requirements (only one day of non-usage during the past three months)), but there appears to be leakage around my mask.  In response, I explained about the mask coming loose during the night and requested a printout showing that (I had not been given such printouts at previous visits when the chip was "run").6. Because of other [redacted] conditions for which I am being treated, I often cannot sleep more than 5 hours straight, often awakening during the night because of incontinence and fibromyalgia.7. I asked [redacted]' staff to fax the info to Apria asap since I'm still having difficulty receiving supplies.  Staff in Apria's [redacted] office confirmed this morning that the data was received on 4/7/15.8. [redacted]/[redacted] Insurance has sent me statement showing that neither [redacted] nor [redacted] have paid Apria Health Care for my equipment and supplies.  I have not paid the bill that Apria sent me last week because I believe all costs associated with my CPAP use should be covered by [redacted] and [redacted].9.  I JUST learned, when I called Apria's Billing Department (and was on hold for 12 minutes), that my case had been reviewed on April 1, 2015, and that Apria's Suspended Billing Department had indicated that I needed to have a new sleep study conducted with the results sent to Apria in order to determine whether I continue to need CPAP equipment..  However, (a) I had no indication that I was out of compliance for the period October 2014-April 2015 and (b) NOBODY had told me that a new sleep study is required.10. Re Apria's Suspended Billing Department: Billing (SBD).  Apria's Billing Department staff kindly transferred me to this department, where I was placed on hold for another 8 minutes and then DISCONNECTED. Not having the phone number for Apria's SBP, I immediately called the regular Billing Department ([redacted]) and waited several more minutes to speak with an Apria representative, who explained that since Suspended Billing Department doesn't have an outside line, she would stay on the line with me until they picked up.  11.  After another 7 minutes, I actually spoke with someone in SBD, learning that my doctor would need to order a sleep study but that he had not been informed of such. Then, while the Apria representative was reviewing my record, I was DISCONNECTED AGAIN!12. Third call to Apria's Billing Department in order to be transferred to SBD:  On hold for 4 minutes before someone answered this call and another 4 minutes before  being reconnected to SBD.  I learned from [redacted] that (a) I should have notified [redacted] and [redacted] my reason for not being in compliance,, (b) I was compliant 1/7-2/11/15 and again 2/11-4/7/15 but she couldn't locate information about data downloads for the period September 2014-January 2015.13. [redacted] said they should would discuss my case with an Apria representative more familiar with [redacted] requirements, would call me back this afternoon, and gave me her phone number if I wanted to contact her ([redacted], ext. [redacted]),--interesting since Apria had earlier today told me that SBD didn't have an outside line.  At this point, I have been on the phone or disconnected from April for about 1.5 hours.14. When [redacted] finally called me at 4:57 p.m. to inform me that the [redacted] specialist had a 4:00 p.m. doctor's appointment but would try to reach me tomorrow, I told her that I have an 11:30 a.m. appointment in the morning.15.  I'm requesting that Apria resubmit my data to [redacted] and [redacted], including the information provided above.  If my primary care doctor and therapist need to provide supporting information re my many health issues, I think that they would do so.16.   I will continue this response after next hearing from Apria but didn't want to overlook a response and have this case dismissed.
Regards,
[redacted]

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.I don't remain dissatisfied, so that's in error. What I said was that I agree that they have NOW refunded me (1/11/17) the amount promised. The reason I was dissatisfied in early January is that they still had not issued the refund they promised.
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's response apologizes for the issues that I raised but fails to offer any assurance that these problems will not occur in the future.   In fact the response fails to even take responsibility for actions they admit were errors.  This company has a notorious track record for fraudulent billing, shoddy customer service, and taking of advantage of patients who depend upon them for vital medical equipment.  The only conclusion I draw is that Apria is a revenue hungry enterprise that makes shortcuts wherever possible in its search to maximize profit and minimize the care effort and service provided to their customer.  My experience is just one story out of thousands of people who rely on Apria for medical equipment that is essential for health and in some cases life itself.  For this company to act in a blase and indifferent manner to the needs of patients with fraudulent double billing that is never corrected unless the company is confronted and inexplicable delays of days and weeks in supplying medical equipment is illegal immoral and exploitative.Based on this non-response I have no choice but to complain to law enforcement here in Illinois - the Office of the Attorney General's consumer fraud division - so that Apria's systematic misconduct can be addressed on an institutional basis.
Regards,
[redacted]

We have reviewed the patients account and confirmed that the account reflects an open balance of $52.96 for date of service October 29, 2017 for durable medical equipment that was denied by her insurance as being applied to her deductible. We will update the account to reflect that the payment has...

already been made and is pending to be applied to our system and to discontinue the phone calls. 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’s card was set for automatic billing on his account, in which he signed a sales service and rental agreement to do so. The sales service and rental agreement was signed by patient on 6/6/2017 with the credit card information allowing for charges to be applied to the card or any card on file.  We apologize if the patient has felt he has received unsatisfactory customer service.  Apria Healthcare is in the process of verifying the refund has not been cashed to reissue to the physical address on file. We do apologize if this has caused an 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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]Still trying to get medium mask they never sent...

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.  At this time I am waiting to receive a refund check. Your billing department has already verified that my insurance information was provided at the time of the sale. Your billing department did not understand why the local branch failed to timely submit my insurance information.
Regards,
[redacted]

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:  Mr. [redacted] states that Apria Healthcare sent him to collections before a statement was mailed to him.RESPONSE: After full review of your account, we have confirmed that Mr. [redacted] did over pay our collection agency in the amount of $297.20. A request has been submitted to our...

outsourced collection agency to release the amount of $297.20 back to Apria Healthcare so that a refund can be initiated to Mr. [redacted].   We apologize for any inconvenience this may have caused.    Sincerely,  [redacted]Patient Pay Management Center Team Lead

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.
We successfully received a statement May 2015 to our mailing address.  We also called Apria in July and confirmed we had a zero balance.  Our insurance "un-paid" amounts in August without our knowledge.  Apria should have resumed sending us statements.  We have learned with interactions from Apria that statements were sent to a [redacted] address that we are not associated with.  Apria cannot determine who made these changes or when they occured.  Apria then claimed we were responsible for our address being correct, however, we have evidence that they had our address, we did not change our address, and had no reason to think we should be receiving statements.We are not satisfied with their handling of this account and their misuse of collections agencies.
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.
Regards,
[redacted] Hello,My doctor has sent them everything that they had asked for. Everytime I call to check the status they tell me a different story every time this is missing then it's something else they keep giving me the run around. I have getting oxygen for the last 3 years from this company and still currently am. Its for portage oxygen not the tanks. My doctor has faxed over 30 Pages to to them that they requested. You can even contact my doctors office at [redacted] Dr. [redacted] ask for the office manager [redacted]. Please help I need this so I can take it on the plane on vacation I can't bring the tanks on the plane. please please please help me.

Thank you for your letter concerning the level of customer service your experienced during your contacts with Apria to obtain your CPAP supply order under [redacted] and their payor requirements. 
We certainly understand your frustration with the level of customer service response you...

received, and we want you to know that these concerns have been take very seriously.  The feedback you have provided will be used for coaching and training our employees.
In review of your records, we have determined that not all of the required documentation per [redacted] payor guidelines are on file. Additional information has been sent to your physician of record requesting the necessary documents. 
Again, we sincerely apologize for the challenges you experienced.  If you have any further questions or concerns please feel free to contact 800-310-3363

Patient was schedule for an appointment on December 1, 2015 for the pressure check and to be fit for a new CPAP mask. The supplies were shipped on December 1, 2015. Two attempts were made to contact patient on December 4, 2015 and one attempt on December 7, 2015 to verify the type of...

mask being shipped. Messages were left each time for patient to call back to verify. Apria makes three attempts to complete the process at which point the patient is then responsible to call back. Patient can call directly at 913-981-7636 for assistance.
Apria Healthcare LLC.

We have confirmed that the patient’s insurance has been added to all claims for billing, however the price of the cpap wasn’t adjusted to the insurance’s allowed amount. An adjustment has been keyed to remove balances from the patient, collection balance has been recalled and we have added a do not call request to the patient’s account for billing We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,  Apria Healthcare, LLC

We have confirmed that the patient received a cpap machine March 11, 2016 in which he signed a sales service and rental agreement indicating the machine was a rental and the insurances contracted rate that the equipment and or supplies are billed. The patient also agreed to the terms and conditions...

and accepted financial responsibility if the insurance did not cover the cost. His insurance was billed $58.84 per month for the rental and once he no longer had insurance it was billed under a self-pay rate of $107.42. The patient had not met his annual deductible and his insurance did not pay any billed amounts. The balance due of $154.49 includes April 11, 2016 $47.07 in which insurance applied deductible and May 11, 2016 $107.42 self-pay price due to patient no longer having insurance. Apria Healthcare can’t guarantee payment from the patient’s insurance and have provided all pertinent information upon receipt of equipment.
 
Sincerely,
 
Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced regarding your respiratory supplies and the billing associated with the returned items. After a review of your records, we have confirmed that you did return your respiratory supplies within protocol of our return...

policy. You recently spoke with an Apria representative with a conference call to your insurance provider to discuss the charges on your account for the returned items. From the conversation, it was discussed that the charges for the respiratory supplies you returned be removed from collections.   Again, we sincerely apologize for any inconvenience or challenges this issue 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.
[That is bt all the information was sent over 12/28. If I never called I would have never gotten a response or update from my cpap. Stop making excuses. My ipa sent all the jnformation Over in December. Get workers that speak proper English ]
Regards,
[redacted]