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 I do not think that the statement put forth by the business is true I would like to request again please that the recording of the March and July phone calls be pulled and listened to/transcribed I was told during both calls that my CPAP supplies would be covered at 100% We did not discuss a deductible Please pull and listen to the recordings from both calls 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 One only [redacted] the terms "apria credit card" to learn why I sent a complaint into the Revdex.com about this practiceHundreds if not thousands of their "customers" have had charges to cards with no notice or without causeThe fact that I refuse to allow their company access to my credit card number when my insurance company pays 100% is above and beyond the normI have also placed a complaint with my insurance company and asked that they no longer do business with Apria because of thisPatients who have a valid need for the equipment they have but do not have a credit card are lost and must either not get their much needed equipment or go somewhere elseShame on you Apria [redacted] ***

Item # 1: Ms [redacted] contacted the Revdex.com advising of her frustration with the delay in getting an appointment with Apria Healthcare for her mask fitting She advised she had been trying for two months to get the appointment set up She further advised that when she called she would receive inconsistent responses from various Apria agents in regards to why there was a delay in getting the appointment At one point she was given an appointment and later discovered Apria would not be able to bill the insurance for her based on missing documentation She was reaching out to request a formal review of her account with a clearly defined explanation of what was necessary to move forward so she could obtain her much needed pap supplies RESPONSE Upon receipt of this concern the account was reviewed and we attempted to contact Ms [redacted] on 08/05/to advise her of the outcome of the review It was noted that the order originally came to Apria on 05/26/ Upon receipt of the order a request was sent to the physician for missing documentation Specifically, a copy of the sleep study, a copy of the re-pap face to face and a copy of a compliant device download All of the items are required to be on file prior to billing [redacted] Unfortunately due to Apria agent error, the request for the prescription for the mask refit was not submitted to the physician It is noted that Apria did have several conversations with Ms [redacted] but it appears that during each conversation the information Ms [redacted] received was either inaccurate or incomplete At one point an appointment was made for the mask fitting but at that time Apria did not have a prescription for it so the appointment was cancelled On 08/05/after receiving this concern we reached out to the physician specifically asking for a prescription for the mask refit It does appear that all other documentation has been received We have left voicemail for Ms [redacted] to contact us, providing her a direct contact number Once the prescription is received we will move forward with making the mask refit appointment When speaking with Ms [redacted] we will offer an apology for the frustration she has experienced in her dealings with Apria Clearly this has been a frustrating experience for her Sincerely, [redacted] Area Customer Service Manager

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 have been told before I had a zero balance on this particular billTherefore, I want a mailed statement reflecting a zero balance then I will consider the issue resolved [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 My apologies I do not check email very often and have noticed the reply is closedBut if it is not to late I would like to replyWhen I called Apria, all I heard from them, was I authorized auto-bill, which I did not, From there the representative kept repeating how much I owe them I asked for a statement and received a copy of accounts receivableIt looked like an internal document, not a statementThere wasn't much of an explanation thereIt didn't match what they charged my card it didn't explain anything except what was shipped and the costs All that was shipped was refused by me as per Apria's instructions To this day I have not received a statement of account from Apria I never received anything in writing explaining what the charges were for, what I was credited for, what was paid or anticipated to be paid by the medical insurance I have received a credit on my credit card because I disputed the charges with the bank, not because Apria refunded the charge The communication from Apria and how they bill, needs a lot of work Regards, [redacted]

Item # 1: Mr [redacted] stated his CPAP machine he received from Apria Healthcare was paid off by [redacted] in and he is still receiving bills for the equipment RESPONSE: We have reviewed Mr [redacted] account and have entered the necessary adjustments to his account for dates of service January 16, and February 16, amount $Mr [redacted] CPAP unit and CPAP modem was converted to a purchase and he will no longer receive monthly billing statements for the equipment as he now owns itWe 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

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 states they have made phone changes recently to reduce response times and I did not experience this recentlyThank you

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 explanation by Apria is not correct I was able to find the original prescription from It clearly states "Portable oxygen tank" and not concentratorThere is no reference to hours per day On the day the portable oxygen tanks were delivered we were told that the concentrator must be accepted, even against our wishes, even though it was not prescribed The complaint logged by Apria on 3/5/was by no means the first time we complained to have the concentrator removed At regular intervals Mrs [redacted] would call up Apria and try again, with the same result Had Apria mistakenly believed the prescription somehow mandated the concentrator they could have told us that years ago and we could have had the prescription clarifiedHowever, as you can clearly see the original prescription states a "PORTABLE TANK", which is what the patient needs, for intermittent anginaThe original prescription has been uploaded for your review.In my view it is an abusive business practice to be forced to rent something that you do not want or need and were not prescribed If you do not accept their practice you don't get to breathe when you need the oxygenThere is no meaningful competition for ApriaI looked.My request to have the entire rental fee refunded still stands, and I request an apology from the company for its behavior towards senior citizens.Oh by the way, we have a message on our voice mail at home stating that Apria will now come and pick up the concentratorThey also added that they will no longer deliver our portable tanks and we have to now drive to Oceanside to pick them up I suppose this is some kind of punishment for taking our case to the Revdex.com Regards, [redacted] ***

Item # 1:Mrs [redacted] states that they received equipment on February 28, while Mr [redacted] was in hospital.A payment was provided upon delivery in the amount of $36.00.Mrs [redacted] states that they received another bill in November and was informed that the amount was refunded in August of to patient; so she sent another payment of $to Apria Healthcare.Mrs [redacted] is requesting that the amount that was sent to collection agency be recalled from their credit reportRESPONSE:After full review of Mr [redacted] ’ account, we have confirmed that two payments were made in the amount of $36.00.A refund was sent to Mr [redacted] due to the overpayment and we have confirmed that the balance in collections has been fully removedWe apologize for this error and have sent a request to our outsourced collection agency to communicate the credit bureau to remove from Mr [redacted] credit report.We apologize for any inconvenience this may have caused.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] Patient Pay Management Center Lead

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 soThe sales service and rental agreement was signed by patient on 6/6/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 fileWe 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

I have never seen such uncalled for aggressive bill collection practicesThis company should be reprimandedBefore going on vacation out of state, I checked to see if I had any bills that needed to be paid around the first of JulyI left the state on June Starting July 1, I began receiving multiple calls a day from Apria Healthcare stating that I owed them moneyI had received no invoice from themEach day I was out of town, the calls became more frequentThey filled up my voicemail boxMy return home was delayed by sicknessWhen I arrived home on July 24, I found I did have an invoice from this companyThis invoice is in the amount of $and does not list what this amount is forIt just says "deductible" This invoice which did not arrive at my home until the last days of June or early July says the amount is due on July 8,The invoice shows no past due amountThe balance is in the 0-day categoryWhy was my vacation ruined by multiple collection calls before the bill was even due? I think they are unhappy because I will not give then a credit card that they can put charges on at willNot happeningThis is so distressing that I want to talk to my sleep doctor about switching to a different company for my CPAP supplies

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 sent me an email on 11/30/saying the account is still open and not closed as stated in the letter to the Revdex.com I want to ensure this issue is completely closed and done before I am satisfied as this is the second time within the year that I've had to address this same invoice and issue with Apria The first time they assured me it was closed, but then they reopened it again months later Also, no apology was ever provided in the Apria communication Please see attached screenshot of the email from Apria

We would like to apologize for the lack of customer service you recently experienced regarding your respiratory equipmentAfter a review of your records, we confirmed that on May 11, you did receive a delivery of the partial number of cylinders you requestedOur records also indicate on May 15, there was a scheduled delivery for the remainder of the cylinders requested; however, the delivery was canceled by youThe delivery was rescheduled for the next day May 16, Unfortunately, the technician was unable to gain access to your personal residenceBoth the technician and his supervisor attempted to contact you at the phone number provided by youWe confirmed that on May 19, you did receive the remainder of the cylinders you originally requestedIn addition, your delivery dates have been adjusted to your satisfaction Again, we sincerely apologize for any inconvenience or challenges this issued has caused youWe greatly appreciate you for taking the time to bring your concerns to our attentionWe 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 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 servicesThe refund was processed to patient in the amount of $4,on October 26, We do apologize for the miscommunication as our goal is to ensure customer satisfaction as will as accurate billing Sincerely, Apria Healthcare, LLC

We have confirmed that the patient was billed for oxygen equipment through February 29, and equipment picked up March 2, Apria Healthcare did not receive a discharge from the patient’s physician and the first pick up request was March 01, The insurances have applied their annual deductible and copay, the patient will be responsible for the open balance for January and February At this time there has not been a negative impact on the patient’s creditWe believe that we have taken all appropriate steps to resolve this matter [redacted] ***

We have reviewed patient account and with assistance from our customer service department and confirmed that they have reactivated patient insurance to verify benefits and will reach out to patient to assist with processing the orderWe 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] stated that she would like the pay-off amount for her CPAP machine and assurance that automatic shipments for her CPAP supplies are discontinuedShe also requested to be reimbursed for all bank fees due to not being informed before charges were placed on her account RESPONSE: We have reviewed Ms [redacted] account and confirmed she received her CPAP unit and supplies from our company on November 28, At the time of initial set up Ms [redacted] signed a Sales, Service and Rental Agreement acknowledging that the CPAP unit would be a rental item; and that her credit card would be placed on file as recurring and would be automatically charged for any fees that are not covered by the insurance Under Ms [redacted] insurance agreement with [redacted] the CPAP will rent for a total of months then convert to purchase in which the she will then own the equipmentAt this time the CPAP unit has rented for eight months with five monthly rentals remaining to bill for the equipmentMs [redacted] would have to request that an authorization is issued by her insurance plan [redacted] in order to discontinue the rentalI have also requested that automatic shipments to Ms [redacted] are canceled 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

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 am sending a copy of the a copy of the payments from my bank statement that shows that they were made and that they are wrong with what they are saying that they were not 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] P.S.Apria's Responce is bsThe doctor obtained pre approval because apria would not release the medical device without oneThe fact that they have poor filing skills and can't keep track of it is not my responsibilityThey are also lying about speaking with my insurance, as my insurance expressed today that they have been actively trying to reach them with no successMy insurance also expressed they they have year from date of service to submit the claim, so their statement about them not willing to retro actively pay for the services is also bsThey are the only ones that would be able to provide rental agreements and warranty informationSo please do your work, submit the proper information so that my insurance can do their part and pay!