Apria Healthcare

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:  Mrs. [redacted] is requesting that Apria Healthcare provide her a written explanation of all charges and payments made by her and the insurance and would like confirmation of when the machine will be paid in full.   RESPONSE: We have reviewed Mrs. [redacted] account and have created a...

detailed itemized statement of her account and spouse as requested and have sent information to the address we have on file. After further review of Mrs. [redacted] account we confirmed that under her insurance plan agreement with UHC her CPAP unit rents for nine months and then converts to a purchase and at this time we have billed UHC seven monthly rentals. Mrs. [redacted] spouse equipment has converted to a purchase and he will no longer be billed for monthly rentals. At this time both accounts reflect a zero account balance.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 the patient’s account and confirmed that claims were submitted to his insurance [redacted] for date of service October 24, 2017 for the supplies he did not order.  However, we never received payment from the insurance due to the claim being denied by them and the entire balance was billed to patient but has been adjusted off and is no longer the patient’s responsibility We believe that we have taken all appropriate steps to resolve this matter. We sincerely apologize for any inconvenience or challenges this issued may have caused. We greatly appreciate you for taking the time to bring your concerns to our attention. Sincerely, Apria Healthcare LLCSincerely, Apria Healthcare LLC

Item # 1:Mr. [redacted] stated that he contacted Apria Healthcare to confirm that Apria was working with his insurance company. Mr. [redacted] states that he was told that Apria Healthcare does not work with his insurance company. Mr. [redacted] contacted Apria Healthcare a couple of weeks later to check...

the status of his supply order & was then informed that he had been provided incorrect information previously. Mr. [redacted] states that he has spoken with several supervisors & is not able to obtain clear explanation of why he is being billed. RESPONSE:After thoroughly reviewing Mr. [redacted]’s account, it was confirmed that Mr. [redacted] received CPAPSupplies on February 24, 2015. Apria Healthcare submitted the claim to Select Health on February 25,2015 in the amount of $428.19. Apria Healthcare received response from Mr. [redacted]’s insurance onMarch 7, 2015 showing that they processed the claim and informed Apria Healthcare that they were applying the amount of $260.95 toward Mr. [redacted]’s deductible. If Mr. [redacted] is disputing the response from Select Health for the February 24, 2015 claim, he will need to contact his insurance company. 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 have reviewed patient account with assistance from our Customer Service Team and confirmed that on October 19th, 2015 an order was shipped to patient for a mask and patient received a mask [redacted] but according to our system patient was set up with a different mask [redacted] mask on October 30,...

2014. Therefore customer service has shipped the correct mask to patient as of December 23, 2015 at no charge. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Though I had used my debit card to make one time payments in the past, I never gave Apria consent to automatically take money from my account. This was done without my authorization. Since the majority of my dealings with Apria have been done over the phone, I would like to know how And when I signed a "contract" giving the right to access my funds. The ignorance of the people answering customer service calls (multiple times, multiple individuals) and their flippant attitude does not assure me that the unauthorized use of my account and the refund check that has yet to arrive due to using an old address was done with malicious intentions. 
Regards,
[redacted]

We would like to apologize for the level of customer service you recently received regarding your respiratory device. After a review of your records, it was determined that you purchased your device thru our website, Apria Direct.  On March 2, 2018, an Ecommerce supervisor contacted you...

regarding your frustrations. You were requested to provide the specific claim codes that are needed to show on the receipt to be considered for reimbursement by the insurance provider.     Again, we sincerely apologize for any inconveniences or challenges this issued may have caused. 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 confirmed the patient was billed for dates of service January 08, 2015 for a wheel chair, January 14, 2015 oxygen concentrator, February 08, 2015 wheel chair, February 14, 2015 oxygen concentrator, and March 14, 2015 oxygen concentrator. The secondary insurance wasn’t given until February...

25, 2015 for QMB Medicaid that did not cover durable medical equipment. On November 03, 2015 Apria Healthcare received request to fax claims to Care Assist. The patient’s payments for February 14, 2015 and March 14, 2015 for the oxygen were reversed May 14, 2015 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 insurance. Due to timely filing it is too late to submit other claims for processing. Apria Healthcare did reverse the patient’s copays totaling $39.25 for January 08, 2015 through February 08, 2015 and adjusted the balances. The patient will receive a refund of this amount within two weeks. 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 his CPAP unit was under a maintenance and service plan with Aetna and when his insurance changed to BCBS they would not cover the maintenance and service plan. Therefore Apria determined the CPAP unit to be paid in full. However, he was continued to be...

charged for the maintenance and service and eventually sent to collections. He is requesting to have the amount removed from collections and not placed on his credit report.
RESPONSE
We have reviewed Mr. [redacted]’s account and found that he received a CPAP unit from Apria on August 4, 2011. Apria submitted claims to Aetna on Mr. [redacted]’s behalf and once the rental contract had been met, placed the equipment into a 6 month maintenance and service plan which bills every six months.
Apria submitted a maintenance and service claim to Aetna for the December 4, 2013 date of service. Aetna denied for no insurance coverage on December 16, 2013, in which Apria referred the balance of $58.84 as Mr. [redacted]’s responsibility and sent him statements.
On April 22, 2014, Mr. [redacted] called regarding the bill for the December 16, 2014 date of service and updated the patient’s insurance information to BCBS. Apria verified and loaded BCBS to Mr. [redacted]’s account on May 9, 2014 supply order. Apria converted the CPAP unit to sale on May 20, 2014, instead of starting the billing over under BCBS’S contract.
Apria received a payment in the amount of $14.17 on May 15, 2014 and applied it to the open balance of $58.84 leaving a balance of $44.67. The unpaid balance of $44.67 was referred to collections on July 27, 2014 and Mr. [redacted] made the payment in the amount of $44.67 to State Collections on November 6, 2014, leaving his open balance $0.00. State Collections had not reported the amount to Mr. [redacted]’s credit report.
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

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 company, Apria Healthcare, made this closing statement: "We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Nothing could be FARTHER FROM THE TRUTH !They were correct on HOW MUCH they billed me, but little more.Of the "$497.84" initially billed to my credit card (plus additional to raise it to over $600), that's the COST of the PURCHASE of the C-PAP machine, SO HOW CAN THEY JUSTIFY  the 9 months of billing me for the "monthly RENTAL of his C-PAP unit"!!!  FRAUD!!!The DATE of their claimed Denial of Insurance Claim "because my deductible had not been satisfied" ([redacted] Blue Cross Shows NO SUCH THING)  was two (2)  months AFTER Emergency Heart Surgery and Implantation of a Pacemaker/Defribulator and three days in the Intensive Care Cardiac Unit, and if that didn't satisfy "the deductible", nothing could.  MORE FRAUD AND LYING !!!I Could Go On And On, But The Situation Is Crystal Clear!THIS IS FRAUD!!! Pure And Simple, And This MUST Be EXPOSED and the Public Alerted to this HAZZARD in the Marketplace!!!They Will Never Be Paid a Penny.  If Justice prevails, they will be forever PUT OUT OF BUSINESS, and THOSE RESPONSIBLE HELD ACCOUNTABLE.I Swear That MY STATEMENTS Are TRUE!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.
[The point of my complaint is that ALL required documentation has been sent to Apria over and over again beginning in April before I even received the equipment. Every month that I have called to speak to a rep at Apria, they have told me that there is yet another piece of documentation (i.e. office notes, prescription, status of usage, etc.) that is needed and it is faxed right away to the number provided by Apria. We have sent and resent this material to the point where after almost 11 months of this back and forth, Apria's process, or lack of it  is utterly obnoxious.  As to the statement from Apria that it has made several attempts to contact my physician for documentation,  I would ask this.  When exactly? How many times? I personally have called Apria every month since receiving the equipment and I have sat with my physician's nurse and watched her fax the information (again) to Apria.  To blame my physician for lack of cooperation or improper documentation is absurd.While I appreciate Apria's stance on working to eliminate their extraordinarily long hold times, they should perhaps focus on their employee's ability to accept medical documentation and implement the items accordingly.  Since the error is on Apria's end for failure to process my account and bill [redacted], I am not responsible for payment and I will not pay due to the fact that I have insurance to cover this expense.  As stated in my letter to Apria, as soon as I am able I will be returning this equipment to the Pueblo office and seeking another CPAP provider.  It is no wonder to me that Apria's website has so many negative reviews and I only wish I had researched this company prior to my involvement with them. ]
Regards,
[redacted]

Re: Apria Healthcare Inc.: [redacted]Revdex.com Complaint ID#: [redacted]Dear [redacted]:This letter is in response to the complaint referenced above submitted by [redacted] to theRevdex.com. We apologize for any miscommunication on our part that may haveresulted in this...

complaint. Below is a brief description of the complaint matter and our response.Item # 1:[redacted] stated that documentation has been provided to Apria Healthcare to bill [redacted] butshe continue to receive letters and calls stating we do not have the information.RESPONSE:We have reviewed [redacted] account and confirmed that we have the face to faceclinical notes and testing on file from the doctor required to bill [redacted]. We havesubmitted claims to [redacted] for payment and currently pending payment from them andthere is no patient responsibility at this time. The phone calls and letters to [redacted] willdiscontinue now that we have the correct information on file. We do apologize for themiscommunication as our goal is to ensure customer satisfaction as well as accuratebilling.Sincerely,[redacted]Billing Center Quality Specialist

Item # 1: Customer states Apria’s wait times to schedule an appointment for delivery need to be under 5 minutes 90% of the time.RESPONSEApria Healthcare contacts our patients via an automated calling system on the day of their delivery to confirm a delivery time window. If the time given is not convenient for the customer, they can call us to reschedule and can request a specific time window for delivery that best suits their needs. Ms. [redacted]’s suggestions for our service levels are recognized. Apria has made several recent enhancements to our phone system, which include an automated system for checking delivery times and rescheduling appointments to reduce long hold times.Sincerely, [redacted]Area Customer Service ManagerLittleton, CO

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipment. After a review of your account, we confirmed that a technician attempted to pick up the equipment on August 26, 2017; however, no one was available at the residence. Several...

messages were left on your voice mail. Also, we confirmed you spoke with the Logistics Manager at your servicing location, and there is a scheduled appointment to pick up the equipment for August 18, 2017.   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

Item # 1:  Mr. [redacted] stated that he rented a CPAP unit from Apria Healthcare and was informed that it was pre-approved by the insurance company but was informed that payment was not received from the insurance and that he is responsible for the balance.  RESPONSE: We have reviewed Mr....

[redacted] account and confirmed that he received a respiratory assistance device and supplies from Apria Healthcare on October 13th, 2014. On September 29th, 2014 the request for authorization process was started but not completed because we needed clinical information; therefore the authorization was denied because we did not have that information on file. On October 6th, 2014 the clinical information was faxed to Highmark to complete the authorization process. On January 27, 2015 and February 3rd, 2015 we mailed an SD card request to Mr. [redacted] and also called on February 3rd, 2015 to request the SD information and was unable to obtain the download information from him. On July 30th, 2015 a retro authorization was mailed to Highmark and it was explained to Mr. [redacted] that if claims are denied he could be responsible for the balance. On August 25th, 2015 after the appeal claims were still denied for no authorization. The respiratory assistance device was returned on July 14th, 2015 and at this time Mr. [redacted] account reflects an open balance of $1,186.93 for dates of service January 13th, 2015-June 13th, 2015 because of the authorization being denied. 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

I was getting my CPAP supplies from Apria. Their billing is unintelligible and often wrong. One day I had to spend SIX HOURS on the phone with them and my health plan - my medicare advantage health plan is trying to resolve the dispute on my behalf but so far has had no success. AND this is not the first problem I've had with them. The bills provide no clear detail - I cannot know how much I'm paying for what. When I ask for a detailed invoice I get a sheet that is also very difficult to interpret and reconcile to the billing statement. There is no transparency with this company. I am working very hard to avoid having to deal with them in the future, but reviews I see of other companies available on my health plans don't inspire hope. Sigh...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that there isn't yet a proposed action, so therefore it doesn't fully resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Once Apria confirms their claim has been processed and confirms there is nothing still pending or outstanding to the complaint, then I will accept their response at that time, but since the outcome is still pending on their end (although not with insurance, [redacted] has again confirmed all claims have been process and there is zero patient responsibility.)
Regards,
[redacted]

February 25, 2015   Revdex.com Attn: [redacted] San Diego CA       Re:  Apria Healthcare Inc.:     El Segundo CA Revdex.com Complaint Case #:            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 may have resulted in this complaint. Below is a brief description of the complaint matter and our response.     ITEM # 1: Apria’s customer service issue regarding pick up of a wheelchair.   RESPONSE The issue was not addressed in a timely manner due to not having the correct phone number on file. Subsequently we have researched and verified that the wheelchair was picked up from [redacted] on 12-26-2014.   We apologize for the long delay in responding to Ms. [redacted]’s complaint as the Apria record had the wrong phone number and it was not researched in a timely manner.   Sincerely, [redacted] Physician & Patient Relations Apria Healthcare Corporate

We have reviewed patient account and have provided our team that handles the insurance billing the information provided by patient in regards to the incorrect amounts billed for claims for April and May. We have contacted the insurance and received a return call from an insurance representative and was informed that because the claims are for 2013 they will have to request the files be pulled as they have been archived and she will contact our office. The claims information was also faxed to her. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

At this time the patient’s equipment has transferred ownership to the patient. This transfer was completed on February 9, 2016 and was initiated because the purchase price has been met through billing based on the contractual agreement with the patient’s primary insurance After a full review of the...

patient’s account, we are able to see we have billed the monthly machine rental based on the contractual agreement with the patient’s insurance, and while we have billed in full to meet the purchase price, this does leave a balance on the patient’s account. Once this balance is paid in full the patient will not receive any new billing for the machine rental. We have mailed the requested information for an accounting of his billing on March 2, 2016. The requests to return his rental machine were denied because the equipment has already converted to a sale item and the ownership has already transferred to the patient. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
Apria Healthcare LLC