Apria Healthcare

Item # 1:Mr. [redacted] states that he has been double billed and cannot gethelp in correcting the issues. He is requesting a refund for the amounts paid. RESPONSE:We have reviewed Mr. [redacted]’s account and found that he received aCPAP device, humidifier, mask and headgear on September 23, 2014. We...

hadinformed him at set up his 15% copay would be $136.23, however his [redacted] cardwas never charged.The humidifier had been keyed twice and the balance of $173.61 wasreferred to Mr.[redacted] in error. We have adjusted the amount of $173.61 for theextra humidifier that was keyed.We submitted claims to Genesis HC – “[redacted]” for the CPAP device,humidifier, mask and headgear. [redacted] paid $547.29 on the CPAP device andapplied $96.58 as patient responsibility, they paid $57.63 on the mask andapplied $10.17 as patient responsibility.The amounts of $96.58 and $10.17 were referred to [redacted] on March29, 2015, as they had been unpaid for 180 days. If the balance ispaid within 60 days of being referred, the amount is not reported to thepatients’ credit report. Mr. [redacted] can contact [redacted] at###-###-#### to make payment arrangements.There is a pending invoice submitted to [redacted] for the September23, 2014 claim for the humidifier and headgear in the amount of $196.52. If theinsurance does not pay this claim the balance will be referred as Mr. [redacted]’sresponsibilityAs of today there is no payment to refund to Mr. [redacted]. We doapologize for the miscommunication and inconvenience as our goal is to ensurecustomer satisfaction as well as accurate billing.Sincerely,[redacted]Billing Center Quality Specialist

We have reviewed the patients account and confirmed the equipment was picked up on April 20, 2017. The account does not reflect the refund checks that were sent back. If the patient’s daughter has a copy of the information that was sent in, she can send it to our address at 1340 S. Highland Avenue...

Jackson, TN 38301 or send to the fax number 1-731.424-1083. Once we confirm which checks were returned we can re-issue the checks in the correct name. A refund check was processed in the patient’s spouses name in the amount of $24.75 and it will be send to the address we have on file. 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 reviewed the patients account and confirmed that the equipment was picked up on September 1, 2017, therefore the patient will no longer be billed for services. The refund was processed to patient in the amount of $4,771.59 on October 26, 2017. We do apologize for the miscommunication as our...

goal is to ensure customer satisfaction as will 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.
 
Regards,
Kenneth Garrett
Hello, I have attached a copy of my phone record from Sprint indicating my phone calls to Apria. The customer service representative refused to return my equipment when I contacted them in July. I finally e-mailed the company when I could not get anyone to come pick up the equipment. the company refused to pick up the equipment. I should not be responsible for the changes remaining on the account. I am requesting the charges be removed from the account for the months that Apria would not come and pick up the unit.

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, 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 find that this resolution would be satisfactory to me. I actually spent many many hours on the phone and had to drive out of my way to a physical location and miss work to get the necessary documents but it was vital that I get medically necessary equipment.  The customer service is still very lacking.
Regards,
[redacted]

We have confirmed that the patient called to place an order December 30, 2015 and copayment of $41.56 was collected. Normal order processing take 3-9 days. It was not possible to receive the order the next day. The bill date is determined by the shipping date and claim was denied due to being a new...

calendar year and insurance had changed. We have verified that the order was re queued to request an authorization from the insurance, which wasn’t needed for an order under $500.00. For this reason Apria Healthcare did adjust the balance as a courtesy and sent the patient a letter apologizing for the issue not being resolved in a timely manner.  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 reviewed the patient’s account and confirmed he received his [redacted] machine on March 11, 2016.  When the equipment was obtained, the patient had [redacted] insurance coverage and the plan termed on June 1, 2016. There was no new insurance information on file, therefore, the account was setup...

to bill under self-pay. Our sleep management team tried to obtain new insurance information, but was unable to reach the patient, having leave a message. The patient called on November 18, 2016 to update his insurance information to [redacted]. A payor change was initiated to verify the plan and during the verification process the ID number for the patient could not pull patient demographics. Our sleep management team attempted to contact the patient again to obtain the updated information. We were unable to reach the patient and had to leave a message. The patient’s claims for dates of service June 13, 2016 through November 11, 2016 for [redacted] supplies received and the monthly rental of the [redacted] was billed under self-pay. This was due to not being able to verify the updated insurance plan. The open balance due is $541.65.  On February 9, 2017, the patient provided insurance information being [redacted] Health and a payor change was initiated to verify the plan to submit claims to them going forward. Patient account does not reflect an open balance in collections at this time. 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 reviewed patient account and confirmed that his CPAP unit was received from Apria Healthcare on March 11, 2016 in which patient signed our Sales, Service and Rental Agreement acknowledging the equipment would be a rental item. At the time patient received the CPAP unit he had [redacted] as insurance coverage and we billed claims as a rental according to his plan agreement. Patient [redacted] insurance termed on April 30, 2016 and because we did not obtain new insurance information patient account was changed to bill under self–pay and that pricing information was not explained because patient had active coverage when equipment was received. Patient returned the equipment on June 8, 2016 and will no longer be billed for services and at this time his account reflects a zero balance.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.  Sincerely, Apria HealthCare LLC.

After review of the account, we were able to confirm that the most recent supply order was cancelled after being notified the wrong address was on file. Apria attempted to contact our distributor to have that order stopped and resent to the correct address. It is noted that those were being sent at...

no charge. We have also confirmed that the address on file has been corrected and updated going forward. The first payment made was posted in our system on March 7, 2017 and the second payment made on March 17, 2017 is still pending to be applied. The account has been noted as paid for January and February, please disregard the collection calls being received. We apologize again for any miscommunication or inconvenience this has caused.   Sincerely,  Apria Healthcare, LLC.

We have reviewed the patient’s account and removed the invoice placed in collections with West Asset Management for date of service June 9, 2014 amount $13.55. The patient is no longer responsible for that charge. We have requested that the agency send a letter to the patient as confirmation that the charge have been removed with no patient responsibility. We also confirmed that the patient received supplies on March 20th, 2017 and the payments she made for $4.66 was applied to the account on March 28, 2017 and $17.28 was applied to the account on April 11, 2017. The account reflects a remaining balance of $15.90 for the supplies received on March 20th, 2017. The account also reflects an open balance of $17.28 for the monthly rental of the CPAP machine and CPAP humidifier for date of service April 12, 2017.  The total outstanding balance that the patient is responsible for is $33.18. For assistance with ordering supplies the patient can contact our sleep management center at 1-800-310-3363. 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:  Ms. [redacted] states that she was informed that she needed to place her credit card on file when she received her CPAP unit, however the credit card would not be charged. She states that her credit card was charged and over drafted her account and she wants to be refunded and to never...

have her credit card charged again. RESPONSE We have reviewed Ms. [redacted]’s account and found that when she received her CPAP unit on October 13, 2014, she signed a Sales Service and Rental Agreement (“SSRA”) and placed her credit card on file to secure the equipment. The credit card was placed as recurring in error, which charges for amounts not covered by her insurance. Our billing department will assist with getting Ms. [redacted] refunded for the charges placed on her credit card and our local office will be contacting her to obtain documentation for proof of the overdraft fees and will assist with getting her refunded for those charges. We have removed the credit card from Ms. [redacted]’s account so no other charges will occur. We apologize for any inconvenience this may have caused. 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.
Most of Apria's response has some vague semblance of truth in it, but not quite the truth.  I received the CPAP unit 8/1/13, not 9/17/13.   At that time I did give them all the required information, they either lost it or didn't process it correctly.   So it was over two months I was without supplies.  In addition the response makes no mention of my other points with regard to bad customer service.Next point I sent Apria notification of discontinuance of service 1/6/14, and reminders after that.  They billed me, [redacted], my supplemental insurance company and my credit card for three months service ending in February, 2014 by way of reply.   After many complaints by me to [redacted] an adjustment was made by [redacted] to collect and adjust Apria's account.  However, my supplemental insurance company has never been paid back, approxiamately $150, when queried I was told there was no procedure to recover that amount.  I am asking the Apria to prove that they repaid the amount to my supplemental insurance company.   My credit card was charged twice by Apria, once in October of 2013 and again February, 2014.   Neither one was justified.    All Apria billings were late, but paid within a reasonable amount of time by [redacted] and my supplemental insurance company after receipt of the invoices.   As a result I had to close my credit card account as I was wary of being charged again by Apria.   I would like Apria to send a letter to the credit card company with a copy to me explaining they were at fault for incorrectly charging my account both times.  I doubt if I will be able to use that credit card company again unless the letter is written and sent.Revdex.com Thank You for taking my complaint.   Let me know if the documentation is not sufficient.
Regards,
[redacted]

We have reviewed patient's account and confirmed that she received her breast pump provided by Apria on May 1st, 2015. Patient signed the Sales, Service and Rental Agreement acknowledging she received the equipment and also authorizing her credit card to be placed on file for any charges not covered...

by the insurance. Patient's [redacted] Plan only authorized the use of the breast pump for one month at a time and on June 1st, 2015 patient called to have an extension for the use of the pump and was informed by customer service that we need an extension from [redacted] and the doctor. Patient called on June 4th, 2015 to inform us that the doctor. sent in an extension for the breast and was informed that the information was still not on file. The equipment use was extended for another month from June 8th, 2015-June 30th, 2015. Patient called our office requesting the equipment not to be picked up and was informed the last extension order we received was for June 8th, 2015-June 30, 2015 and that she would have to make contact with her doctor.  We received another authorization until July 31st, 2015. Patient was informed that [redacted] only authorizes the breast pump for a month at a time and because the equipment was not returned and no additional authorization was received the equipment was converted to a purchase as of September 18th, 2015. The amount of $588 was charged to patient credit card that was authorized to be placed on file. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

We would like to apologize for the level of customer service you recently experienced regarding your purchase from ApriaDirect.com. We have reviewed your account and confirmed that due to your dissatisfaction with the product, we have refunded your account. In addition, a complimentary replacement...

of the product was shipped to you on November 20, 2017.   Again, we sincerely apologize for any inconveniences or challenges 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

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]
Apria Healthcare is negligent of failing to inform me of the face to face requirement prior to the sleep study. I was not aware of the requirement, nor was my doctor.

we have confirmed that the patient signed the form to enroll in the auto shipping of supplies December 31, 2014, however the patient was contacted by phone on December 29, 2015 due to the account was noted that she wanted a mask refit. The patient was left a message and call was returned the same...

day. The patient decided to keep the mask size she had and wanted all eligible supplies. The representative advised the patient that she was covered at a 100% in regards to her copay and specifically mentioned that it didn’t apply to deductibles. She never guaranteed a shipping date. Apria Healthcare requested an authorization from the patient’s insurance which wasn’t approved until January 4, 2016. The supplies were shipped on that date. The patient has Cigna insurance which uses Care Centrix as a third party to pay. The patient is billed by Care Centrix and is responsible for supplies provided which are non-returnable after 30 days. A refund would not be due as the patient did not pay Apria Healthcare and received supplies requested. There is no indication that the patient was misled or training needed at this time. We do apologize for any miscommunication.
 
Sincerely,
Apria Healthcare LLC

We have confirmed that the patient received oxygen August 25, 2015 through January 14, 2016 and has paid all copays billed, however she ordered a portable oxygen concentrator and batteries September 09, 2015 for travel. These items were billed as self-pay. The patient was advised that Medicare may...

deny for same/similar equipment. She was initially billed a copay but was later billed the remaining self-pay balance. She signed an advanced beneficiary notice choosing the option to receive the items but not to bill Medicare, she would be responsible for payment and can’t appeal if Medicare isn’t billed. The patient was billed a total of $325.00 paid $65.00 initially and $144.00 leaving $116.00, which has been sent to collections. We have mailed the itemized billing and taken all appropriate steps to resolve the issue to the patient’s satisfaction.
 
Sincerely,
 
Apria Healthcare LLC

Please provide patient's name and address.
Thank you,
Apria Healthcare LLC.

We have reviewed patient account and confirmed that patient received his wound pump and supplies on September 16th, 2015 and his mother signed the Sales, Service and Rental Agreement acknowledging patient
received the equipment. Our customer service representative spoke with patient sister on September 15th
, 2015 and she provided her credit card information and at that time it was placed on file as recurring and
was also charged in the amount of $636.88 for dates of service September 16th & 17th, 2015 for patient
wound pump and supplies. We received notification from patient sister credit card company that she disputed the charges and the payment would be reversed and taken back and we approved for the credit card company to recoup the payment of $636.88 and refund her in full. On December 9th, 2015 we contacted
patient insurance [redacted] and spoke with [redacted] reference # [redacted] and was informed that the authorization was canceled because another durable medical company requested an authorization for the same equipment and it was approved. The representative also confirmed that the Negative Pressure Wound Therapy is non covered under patient policy per [redacted]’s exclusion of disposable durable medical equipment; therefore patient will still remain responsible for the charges and would need to contact the insurance in regards to the denials received. We do apologize for the miscommunication as our goal is to ensure customer satisfaction and accurate billing.