Apria Healthcare

Tell us why here...We have reviewed patient account and confirmed that she received supplies from Apria on July 27, 2016 and at that time our resupply department verified patient insurance coverage. Patient informed our representative that her plan changed from HRA to POS but the ID# and Group#...

would remain the same. Patient was then informed by our representative that she would be responsible for any deductibles or out of pocket expenses that have not been met. We submitted claims to patient insurance and they were denied as not being covered under her plan; therefore patient can reach out to her insurance plan to confirm why the items were not covered. 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.
I reviewed the message from Apria and am not satisfied.  We responded to all information requested by Apria, they dropped the ball and did not obtain payment from primary and secondary payer.  
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.
After dealing with Apria, I will not consider closing until payment has been refunded.
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]

December 9, 2014 Revdex.com Attn: [redacted] San Diego CA       Re:  Apria Healthcare Inc.:     Jackson TN. Revdex.com Complaint Case #:   [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 may have resulted in this complaint. Below is a brief description of the complaint matter and our response.     ITEM # 1: Mr. [redacted] states that the only charges in question are from February 2013 – December 2013. He states that Apria should have contacted him instead of trying to work the issues out and he will not pay until all appeals are exhausted.   RESPONSE: Apria did inform Mr. [redacted] that we were not able to obtain the needed documentation to submit to his insurance and he signed an Advance Beneficiary Notice (“ABN”) on January 23, 2013. The ABN stated “Medicare requires that a qualifying blood gas study be performed within 30 days prior to the date that your physician ordered oxygen for you. All though the test results were provided to Apria, we were not able to obtain a copy of the actual test documentation. Therefore, we cannot determine if the test was performed in accordance with Medicare’s guidelines. Medicare also requires that your physician see you (the patient) and evaluate whether you need oxygen within 30 days prior to the date your oxygen equipment was ordered. We were not able to obtain documentation from your physician confirming that this required evaluation took place”.  Mr. [redacted] checked option 1 which states “I want the items and/or services listed above (“Concentrator, Portable Oxygen System and Home fill). You may ask to be paid now, but I also want Medicare billed for an official decision on payment, which is sent to me on a Medicare Summary notice (MSN). I understand that if Medicare doesn’t pay I am responsible for payment, but I can appeal to Medicare by following directions on the MSN. If Medicare does pay, you will refund any payments I made to you, less co-pays or deductibles.   Medicare and [redacted] denied the 2013 claims as “Not Deemed Medically Necessary” and “Documentation Requires’. Because Mr. [redacted]  had placed his credit card on file and authorized Apria to automatically charge the credit card for deductibles, co-payments, missed delivery charges and any other amounts not covered by insurance, therefore his credit card was charged for the amounts due.   Sincerely,   [redacted] Billing Center Quality Specialist

Mr. [redacted] states Apria failed to delivery oxygen to his mother. However, without Mr. [redacted] mother’s name and address we are unable to research and respond to Mr. [redacted] Complaint. I have e-mailed Mr. [redacted] for additional information but as of today (3-30-15) I have not received the needed...

information.

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 Business (Apria) was taking personal check as payment 3 months ago, I have told them numerous times on the phone that I would pay in advance (by personal check), for the products ordered (As I had been doing!), I simply need them to mail to me a bill. Suddenly, Out of the blue this is now unacceptable to them unless it were to be done through a credit card or by setting up some sort of account giving them access to my funds! This is not acceptable to me as I do not have a credit card and it puts my finances at undue and un-necessary risk. To lay the blame on United Healthcare for their policy on forms of payment is to muddy the water and is not relevant to the issue here.]
Regards,
[redacted]

RESPONSE  Apria does not reimburse for items purchased from other suppliers.   Due to my inattention to detail, misspelling [redacted]s’ name in the original response, I will be happy to personally send him a check for the hemi walker purchased from [redacted].  I do not see in either communication the amount of the [redacted] purchase; there are multiple hemi-walkers available on the [redacted] site.     Sincerely,  [redacted]VP – CCC Great Lakes

ITEM # 1: Ensure orders are place when speaking with customer service and provide email confirmation of orders to hold Apria accountable. RESPONSE: The original order for two (2) oximeter probes was placed with Apria Healthcare on June 24, 2015. During the order qualification process Apria...

determined Ms. [redacted]’s insurance carrier would not cover these supplies based on utilization requirement, prior to date of service July 9, 2015. Ms. [redacted] was informed on July 2, 2015 that Apria would supply the oximeter probes at no charge and requested customer pick up at the [redacted] branch location. The supplies were not picked up and were shipped to the patient at no charge on July 6, 2015. As part of Apria’s order qualification process, all orders are verified through the patient’s insurance carrier to ensure we comply with utilization restrictions and the patients are aware of insurance coverage levels/patient out of pocket costs. The process timeline varies but Apria strives to meet customer needs with every order. Apria does not currently have a process to send email confirmation to patients upon receipt of orders however, automated/on-line functionality is expected to be released in the future for patients to order supplies. Some supplies are currently available for order on-line at the Apria.com website. Sincerely, [redacted] Escalation Desk Manager

Item # 1: Mr. [redacted] stated Apria Healthcare has sent pre-authorization information to the incorrect doctor and he is requesting that we contact his insurance company to request an appeals process and provide paperwork to the correct doctor and correct claims billed to the insurance.RESPONSE: We...

have reviewed Mr. [redacted] account and confirmed that his insurance [redacted] denied claims for dates of service April 29, 2015 through June 29, 2015 as not medically necessary due to the authorization being denied. We contacted [redacted] to confirm why the authorization was denied and was informed that they need clinical notes from the doctor for review. At that time we submitted the medical records on file for authorization review and requested the clinical notes from Dr. [redacted] and the authorization was still denied.On July 20, 2015 our insurance team sent an appeal request to Mr. [redacted] insurance [redacted] with the required documentation and currently awaiting payment status from them. 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 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]

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.
First my Debit card was to be charged only for the walker as it was circled and a sale. second My mother has been billed for these charges also. third my brother ([redacted]) gave his credit card. fourth the lift and the walker were picked up by Apria and no refund has been given fifth they are liars and thieves. I have filed a complaint with [redacted] for allowing this criminal enterprise into our home. I have filed a complaint with my bank. And I signed the sales agreement only  for the walker only (circled) for which my mother had been waiting  6 wks. and Finally I want all my money ($86.51) returned to my account and if they do return to me my personal information I am filing an additional complaint with the FTC and anyone who will listen. The AG of California. Whoever will help with this invasion of my personal information and punish the criminal enterprise that stole it. I have requested the credit card agreement that they claim I signed. The numbers in their answer seem as tilted as their logic and ethics. Please pardon my non structured response but the information given by Apria is so ridiculous as to cause temporary speechlessness.Thank you.
Regards,
[redacted]

I wish to file a formal complaint.

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 business response is not quite accurate. On my initial visit to the local Apria Office, I simple wanted my defective base unit replaced as it was not working. I was told that I had to set up an appointment with my Dr., obtain hand-written interview notes from the appointment which took several days to arrange. I then had to go back a second time to obtain a signed written prescription. I had to then go back a THIRD time to have the dehumidifier added. I do not need a humidifier as the one I have now works fine. All I need is a REPLACEMENT BASE UNIT
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]
Your claim that I owe over $290.00 is ludicrous! If you review the documents I sent to you, you will notice that Apria NEVER sent me an invoice, nor deducted anything except our monthly payment. They NEVER called, wrote a letter, nor sent a carrier pigeon and I refuse to pay this made up expense. June 20, 2016 Apria Healthcare o, [redacted] Attn: Patient Billing Dear MS/Mr: I have been a customer of Apria Healthcare since July, 2010. I rented an oxygen concentrator and also the portable canisters. I have never missed a payment in all those years as you can see by my attached copies of my bank statements. Included in the attachments are bank statements dated: - 6/17/2010 – 7/16/2010: this is my initial payment of $150.00 to start the rental. - 2/17/2013 – 3/16/2013: $29.96 was my initial payment to Apria. It went from $29.96 to $32.50 without any notice or action on my part! – 9/17/2014 – 10/16/2014: My payments were set up for automatic withdrawal by Apria. They automatically adjusted the withdrawals to $32.50. They didn’t contact me, they just adjusted the amount they withdrew from my account. - 10/17/2014 thru 5/16/2016: You will notice there is an automatic withdrawal every month by Apria. I didn’t know I was supposed to do Apria’s bookkeeping by asking if there should be an increase in my monthly withdrawal!!! I just assumed Apria would handle any increases or changes without me having to ask, as they did in the past. Coding on Statements: POS Withdrawal: Point of Sale – [redacted] initiated External Withdrawal – Online Payment: [redacted] initiated - paid on line External Withdrawal: Apria initiated payment It will always state if the payment was Paid on Line or Point of Sale. These two transactions are initiated by [redacted]. External Withdrawal alone is initiated by Apria. I have all of my bank statements from beginning to end, I just didn’t see any need to include all 6% years! When I last “spoke” to one of your “Customer Service Reps” out of Jackson, TN, she made a very strong statement that I had missed a payment in November, 2015. As you can see by my attached statements (which I included 2014, 2015, and 2016 in case she says she made a mistake in the year). I have not missed any payments! I have noticed one thing: Apria continued to withdraw money from my bank account. I personally returned my equipment to Apria in Fife, WA on May 13, 2016 and Apria has withdrawn money on June and it looks like July as well. PLEASE STOP taking my money and return June and probably July monies to me. When I returned the equipment, they said my account was clear. I want all of the Past Due notices removed from my Credit Reports and my account closed with Paid in Full. I have never been so disgusted with a company and the lack of customer respect that I received from your “Customer Support” personnel. I have filed a complaint with the Revdex.com and I am not giving you a good recommendation when people ask. I definitely know that because offiling a complaint with Revdex.com, Apria has decided that they will make my life miserable by accusing me with false statements, marking my credit report with false accusations, and just generally treating me with no respect at all. This is what comes from being a loyal customers for 6% years! A shame! If this type of treatment continues, I will hire an attorney and charge you with a number of charges and this will cost you more than a measly $32.50. –2 As I look on your web site, I see I am not the only person who has had such a bad experience as myself. It’s too bad you can’t hire personnel that treat people with respect and not treat people like is and obviously, Apria NEVER makes mistakes!!! I look forward to closing my account with Apria and receiving a refund of June and probably July monies, clearing my credit report of all false accusations of Past Due notices, and never hearing from Apria again. [redacted] — Acct # [redacted]@hotmail.com Attachments CC? Apria Healthcare [redacted] Complaint ID: #[redacted]

We have confirmed that the patient received Cpap supplies on May 11, 2015. She has [redacted] insurance which uses [redacted] as a third party payor. Apria Healthcare does not bill the patient if they have [redacted] insurance, any balances the patient is responsible for will come from [redacted]. We have...

not contacted the patient for payment as she does not owe Apria Healthcare. We have verified with our supply department that a returned label was not obtained by the patient and have not received the supplies back in order to adjust the insurance billing. If the patient can provide information supporting the shipment with [redacted], we will be glad to review the account again. Please contact our Customer Care department at (888) 492-[redacted].  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.
The October bill was paid in October and another payment was made after that.  I have another payment that is pending.  When I log in to the Apria website today, I see that the bill that I have already paid today (1/25/18) still shows up as payable, but it also shows up in payments made as having been paid.I have been current on my payments to them and they continue to harass me.  I had another call from them on my answering machine today threatening collection.  My bill is paid in full, on time.  This is ridiculous. 
Regards,
[redacted]

Worst company to deal with EVER!!! I have used three companies for my CPAP machine and supplies. Used Apria since it was [redacted]'s preferred company. Literally dozens of phone calls (no direct lines to nearest office) and promises of call backs, equipment "on it's way", disconnects, uninformed workers. I had a brain aneurysm repair, but would have had the stroke dealing with APRIA. I feel so sorry for the elderly or hard-of-hearing in dealing with this monstrous (in every way...size, care, etc) company. They always say, "Thanks for being the best part of Apria" when they sign off. Well, the customers are the best part because the employees are the worst!!

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.
Hello, [redacted]Thank you very much for your assistance.  You provided extraordinary help.  I’m disappointed that I still don’t have a contact at Apria (not your fault).  The only phone number for this GIANT corporation is a call center with entry level people who read a script.  (not their fault). What is Apria afraid of?  Why can’t we talk to their A/R department?  Hiding behind the Revdex.com????We called repeatedly to have the chair picked up starting May 22.  My husband barely used in for 2 weeks after he returned home.  I couldn’t get anyone to write the ‘pick up’ order until November.   I can’t help it if their records are wrong.  Why did THEIR customer service people tell us THREE times that our balance was zero.  They were confused, too. And we still received calls and bills... Do you think I would spend this amount of time on $56 if I wasn’t right?At this point, I accept the fact that I can’t fight ‘city hall’ as frustrating as that is.  We will pay the $56.I hope you, as an individual, will remember our experience and caution your friends and family to use another medical device company.  After this nightmare started, we were advised by medical personnel as well as the [redacted] driver (!) that they have trouble with Apria.  Lesson learned.I will use every means available to publicize this experience, e.g. [redacted]Sincerely,[redacted]

We have confirmed that the patient received a cpap machine June 16, 2016. Apria Healthcare requested authorization from her insurance [redacted]. The insurance has denied the authorization due to a letter needed showing patient’s previous machine is broken beyond repair. We are still in the...

process of reviewing this matter and will be contacting the patient to advise of any adjustments or refunds if any are necessary. The automatic billing has been temporally removed to prevent further charges to her card until this is resolved. We do apologize for any inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
Apria Healthcare LLC