Apria Healthcare

We have confirmed that an authorization was received from the patient’s insurance July 21, 2016 and she received her cpap July 26, 2016. The patient placed an order for supplies November 30, 2016 and was advised of copayment due and the possibility of any unmet responsibility such as deductible....

The order was processed after obtaining an authorization and can take up to three to five business days. The bill date is the day the order is shipped not placed, therefore the patient was billed the correct date of December 7, 2016. The patient returned the supplies March 3, 2017 and a refund check was requested for the purchase amount. The patient will be responsible for paying $680.21 if she receives the funds back from her bank due to the dispute, as she would be refunded twice. We believe that all appropriate steps have been taken to resolve this issue.   Sincerely,  Apria Healthcare, LLC.

ITEM # 1: Complaint Involves: Selling Practices Customer’s statement of the problem: I received a call from Apria automated sales line. I selected the option NOT to contact me again. I received another call. Again, I selected the option NOT to be contacted again. Since then I have received 16...

phone calls in the past 6 days. This must stop!! RESPONSE: Ms. [redacted] was contacted 17 times from May 20, 2015 to August 18, 2015. This happened every 6 days. 9 of those times Ms. [redacted] opted-out to no longer receive the IVR calls. Ms. [redacted] has been removed from the IVR as of August 18 and will no longer receive these calls. Compensation will not be provided as the patient chose to be placed on the IVR ordering system. Sincerely, [redacted] Customer Service Supervisor 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] I am not satisfied because they lied to me and the hospital and broke the law.  They told the hospital and me more then once that they indeed had what was asked for and I would receive it.  They even tried to call my father two weeks  after and say they had what I needed.  The hospital was told Thursday, Friday, and Saturday that they would deliver the product requested by the hospital staff.  This does not make it better that they lied and broke the law.  What are you sorry you lied?  Are you sorry you left my child not once but repeatedly with out what they needed?  Are you sorry you lied to me more then once?  Perhaps they are sorry for something else. You never lie to some one that needs medical equipment. You never lie to a mother asking you for the truth.

ITEM # 1: reviewMr. [redacted] requests a refund in the amount of $131.31 that was charged to his credit card, when he has primary and secondary insurance coverage.RESPONSE We have reviewed Mr. S[redacted]’s account and found that a refund in the amount of $1312.31 was started on November 19, 2014....

We have inactivated Mr. S[redacted]’s credit card, so no future charges will be applied. We apologize for any inconvenience this may have caused.Sincerely,[redacted]Billing Center Quality Specialist

It appears that Ms. [redacted] is requesting more time from the Revdex.com and not Apria.  I have an issue with having only 7 business days to respond to Apria's response . My primary care physician ( Dr. [redacted] )  has left to [redacted] for a new position and although I have been assigned a new Primary Care Physician , ( DR [redacted] ) I do not have and appointment with him until Thursday of this coming week  8/20/15 . I do need time to speak with my Doctors to help resolve this issue , I also would like to speak with my Lung Dr . ( [redacted] ) and my Onchologist , [redacted] . I am requesting more time to respond  ( 15 Days ) So that I may meet with my new Dr. and contact the others to find a resolution that will suit  both myself and Apria . Thank you in advance for considering my request , all I am trying to do is stay alive and resolve this issue  Regards, [redacted]

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 continued concerns. After another review of your records, we have confirmed that the continued delay in processing the order was due to a change in the insurance provider. As stated previously during the last week of December 2017, the organization experienced issues with our computer systems which further the delay in processing the orders until after 1/1/18, when the initial insurance provider was no longer active.  Again, we sincerely apologize for any inconveniences or challenges this issued may have caused.  Sincerely,  Apria Healthcare LLC

ITEM # 1: Ms. [redacted] states that she ordered supplies on December 6, 2013 after being charged by [redacted] she returned the items because she could not afford them. She states that she has been told the charges for the supplies would be removed, however she is still being billed by [redacted]....

RESPONSE: Apria provides equipment and supplies for [redacted] patients and submits the claims to [redacted] on behalf of the patient. [redacted]’s is [redacted]’s administrator, therefore they pay Apria for the claim submitted and then they have the claim processed by [redacted] on behalf of the patient. If [redacted] does not cover the claim at 100% the patient will receive a statement by [redacted] for amounts due. We reviewed Ms. [redacted]’s account and found that only the headgear payment was recouped by [redacted]. Therefore, they were still billing Ms. [redacted] for the mask that had been paid for. We have contacted [redacted] and discussed the patient billing and informed them that the amount paid for the mask is on the recoupment spreadsheet and Ms. [redacted] should not be charged because the items were returned. [redacted] stated that they would place her account on hold until the amount is recouped and the billing corrected in their system. We apologize for any inconvenience this may have caused. Sincerely,[redacted] Billing Center Quality Specialist

We have reviewed patient's account and confirmed that we have on file a signed Sales, Service and Rental Agreement by her son authorizing his credit card to be placed on file for any charges not covered by the insurance. Patient's son credit card was charged $17.00 on November 5th, 2015 for the walker and the payment applied to our system on November 12th, 2015. Patient returned the walker and the lift on November 11th, 2015 therefore we have requested a refund check be processed to patient in the amount of $72.53 for payments made by him for those items. Patient credit card is on file but has been removed as recurring and will no longer be automatically charged. I have sent a copy of the signed Sales, Service and Rental Agreement to patient as requested. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

[redacted] contacted Apria on 8/15/2014 in regards to the status of her [redacted] order. She was advised that we didn’t receive the order and asked to resend the prescription, which she did. The prescription was received that day and processed and insurance verified. The [redacted] was delivered...

on 8/19/2014.   The [redacted] was covered at 100 % and deemed a rental by her insurance in which a monthly fee was to be paid to Apria until the purchase price was met. The [redacted] would then be considered owned by the patient. Her insurance paid for the [redacted] from 8/2014 to 1/2015.   [redacted] contacted us on 1/6/15 in regards to a balance. The balance was not for the [redacted], but her yearly deductible for 2015, which was to be paid by her, as per her contractual agreement with her insurance. The deductible was to be paid because her insurance made a January payment to us for the [redacted].   [redacted] asked for the [redacted] to be picked up, but it was already purchased for her by her insurance and she owned it. Apria has a 30 day return policy on unused items. Even if the [redacted] was to be picked up, it wouldn’t clear her deductible which is owed.     Sincerely,   [redacted]Branch Manager [redacted]

Item # 1:  The patient states that she received an overnight pulse ox test on Dec, 1 2014 from Apria Healthcare and was told that she would not be charged for the test, but when she received the pulse ox there was a contract for her to sign indicating that she had to pay $39.00. She contacted a...

Representative at the Denver Branch who assured her that there would be no Charge from Apria Healthcare. A Few days after the patient took the test the representative from Apria contacted the patient and asked her permission to send her test to another vendor who Apria uses as a 3rd party for results to be reviewed since her insurance was [redacted]. The Pt did not give permission to send the results to the 3rd party but then her physician received a summary of the results and received a bill from the 3rd party for $26.02.    RESPONSE I do apologize for any inconvenience that we may have caused you. We did receive the order to complete an overnight test from your physician since your insurance is [redacted] we would need to go through a 3rd party Vendor for qualifying tests results. The Overnight test that was completed was a wireless device which automatically sent the results to the 3rd party vendor to be uploaded with results. The branch did not send the 3rd party the completed AOB at your request there for the results that the physician received was a summary of the test results that you completed.  Again we do apologize for any miscommunication on this matter.  Sincerely,  [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.
Since filing it Apria has continued to threaten me and STILL has not billed my insurance properly despite several phone calls including from my insurance TPA explaining to them how to bill this correctly. They are having collection agencies call my home, my work and my husbands work.This is unacceptable. Please advise ASAP.  
Regards,
[redacted]

Item # 1:  Mr. [redacted] states that Apria Healthcare collected payment for CPAP Humidifiera & CPAP supplies from both his insurance company as well as charging his credit card. Mr. [redacted] states that he has been informed that the amount of $147.09 would be refunded back to his credit...

card, but has not been completed as of yet.  RESPONSE:  After full review of Mr. [redacted]’s account, I found that we billed for two humidifiers in error for the date of service December 22, 2014. Apria Healthcare has reversed the payment that was debited to Mr. [redacted]’s credit card and also adjusted the balance on the associated invoice. Contact has been made with Mr. [redacted] & it was explained that the charge to the credit card was completed in error. A payment reversal has been completed and an adjustment has been taken on Mr. [redacted]’s account. We have submitted a refund to the credit card used to resolve this issue.  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 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]

Terminate supervisor, [redacted] Rodriguez, or retrain him. And/or give him a written warning. Also, I would like to hear from the CEO and apologize  No wonder they have a D rating at Revdex.com

Again, we would like to thank you for taking the opportunity to convey your concerns to us and to apologize for any miscommunication on our part that has resulted in this concern.   We originally conveyed to you that you were contacted by the local General Manager on 5/15/2017; however, you were in fact transferred to the General Manager as you indicated in your original concern.       Also, we confirmed that you were provided with the General Managers email address in the event you need to reach her.   Thank you for contacting us and for allowing us to assist with your home healthcare needs.    Sincerely,   Apria Healthcare LLC

Tell us why here...
 
We have reviewed the account and confirmed that when patient received his CPAP in November of 2013.  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 10 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 purchase. Patient insurance termed with [redacted] April 1st, 2015 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 agreement. The 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 received. At this time patient account reflects an open balance of $322.26 for dates of service November 7th, 2015-January 7th, 2015 for the monthly rental of the CPAP unit and date of service September 7th, 2015 have
rolled to collections as of June 5th, 2016 amount $58.84 due to non-payment. 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 Medicare denied payments for the patient’s oxygen due to Apria Healthcare did not receive the required compliant testing and evaluation when they became the primary insurance January 1, 2015. The patient was sent a letter dated February 11, 2015 advising her of what was needed...

and signed an advanced beneficiary notice accepting responsibility if Medicare did not pay February 25, 2015. The denial reasons were also explained via phone calls made to Apria Healthcare February 19, 2015, April 7, 2015, July 20, 2015, November 20, 2015, and February 20, 2016. Apria Healthcare received the written order prior delivery needed for the nebulizer and Medicare is paying. The patient was billed $180.92 each month for the rental of the oxygen with co pay being $36.18 if Medicare paid. Apria Healthcare received the compliant testing dated January 18, 2016 and evaluation dated January 13, 2016. The advance beneficiary notice has been reversed to bill Medicare for payment going forward, however the patient is responsible for denied claims if her secondary insurance does not cover them. We have requested for AARP to be billed, but more than likely they will deny due to Medicare denial. The equipment is not available for purchase at this time. Medicare requires a thirteen month rental for the nebulizer and the oxygen is required to rent for thirty six months and maintenance for twenty four before becoming purchased from the date Medicare became primary. We apologize for any inconvenience this may have caused but we have to bill in accordance to Medicare guidelines.
 
Sincerely,
 
Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced with our online Apria Direct purchasing site. After a review of your account, we have determined there was an unforeseeable cliché in our billing processing software which caused you to be double charged. We have...

confirmed you were refunded $67.99 on March 30, 2017.   Again, we sincerely apologize for the inconvenience this issue may have 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 made a payment through Apria Healthcare’s e-pay website and receiveda confirmation number, but continues to receive statements for the amount due of $127.61. RESPONSE:After thoroughly reviewing Mr. [redacted]’s account and payment history, it was confirmed through...

our e-pay website that the payment of $127.61 was completed on December 12, 2014. Apria Healthcare has located the payment made by Mr. [redacted] that was applied to the incorrect account. A request has been sent to apply the amounts to Mr. [redacted]’s account to resolve this matter. We apologize for any inconvenience this may have caused. Sincerely,[redacted]Patient Account Resolution Team Lead

Hello. I am writing to cancel the above referenced complaint ( #[redacted]) as it has been resolved with the company at this time. Thank you for your help with this issue. 
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.
[redacted]