Apria Healthcare

Thank you for contacting Apria Healthcare regarding your recent customer service experience. During a review of your records, we have confirmed the prescription did not qualify per [redacted] guidelines. Both you and your physician have been notified as to the reason the order has not been processed....

Once the updated prescription is received the order will be processed.
Again, we sincerely apologize for any challenges and inconvenience this has 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.
[APRIA, did not tell the entire truth.  And your customer service sucks! However, yes you did ship the order only because of this report.  You made NO attempt to contact me on these dates.  Your company has 2 numbers to reach me or my wife and she did NOT recieve a call.  Once she got home today, low and behold there was a box from APRIA.  Just know after this order, your services will no longer be needed.  We have found another provider.  Hope they put you out of business with enough complaints.]
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]

We have reviewed the account and confirmed that we received patient’s correct address on March 27th, 2015 and began sending statements May 2015 to that address. After further reviewing the account there is no information on file that confirms why statements were sent to a [redacted] address, however, the information has been removed and we will use this as a training opportunity for assurance that the patient’s address is always verified going forward. 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 that the necessary corrections have been made to his account as previously stated and corrected in order to bill the claims correctly going forward. Claims for November 11, 2016 were placed back under the insurance and removed from patient responsibility. At this time, the patient’s account reflects a deducible and copay balance of $134.96 for dates of service February 2, 2017($130.81) and February 11, 2017($4.15) for the monthly rental of his oxygen equipment. We have created a detailed itemized statement for patient’s review. It was sent to the address we have on file. Our system does reflect that you have made payment for invoices for January 2017 therefore there are no outstanding invoices for that date of service. At this time, there are no claims in collections therefore, there is no negative activity that will reflect on your credit. Your open balance currently is $134.96 with a claim currently pending payment from the insurance for date of service February 11, 2017 amount ($37.31) for your oxygen gas home system. 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:  Patient’s bed broke and was not exchanged until the followingevening causing him pain and discomfort.Response: Apria Branch Transportation Supervisor reviewedthe patient’s file and provided the following timeline of evens. 4/1 1046 [redacted] called to inform Apria the patient's bed was not working and needed tobe exchanged. An exchange work order was created as a same day.4/1 1601 [redacted] called back to see where the technician was since he had notarrived yet and was given an ETA of 2015-2130.4/1 2220 Technician arrived to exchange bed but was unsuccessful because thepatient was sleeping.4/2 Dispatch pushed the order through as a same day after reviewing the noteson the work order from the previous evening.4/2 [redacted] called back to inform Apria that we did not show up at the given ETAand spoke with Customer Service. Customer Service noted a Time Window of 1700,but the time window did not transmit to [redacted] Center.4/2 Technician completed the stop @ 1955 which was 2.55 hours after the TimeWindow provided to [redacted].We do apologize for any inconvenience or miscommunication asour goal is to ensure customer satisfaction.  Sincerely, [redacted] Sacramento CA Transportation Supervisor

RESPONSE: Order came in on 12.9.14a. 24 Hour call made and told patient it would take 3-9 business days to process to verify/qualify b. 5th Business Day qualified and left message for patient December 15th c.   Patient did not get message until 12/30 as they were out of the...

country on vacation Order had been pended per Apria process after patient did not call back timely Year-end rush for PAP orders, we could not get patient into the office before end of 2014. Received call late on the 30th. She was on crutches and couldn’t come to the office. Rep responded on December 31st, however, a machine would have had to been reset by Respiratory Therapist to meet the patient prescription, and could not get shipped that same day. Patient wanted us to BACK date service date, which we indicated we could not, and had to use the date she gets machine as our service date. Patient upset and doesn’t want to have this in 2015 on her deductible. Legally cannot backdate the date of service as this would be insurance fraud. Apria Representative could have gone through more detail in the conversation on the 31st as to why PAP wouldn’t get shipped that same day. Representative could have reached out to a manager to see if anything else could have been done, however, did follow protocol and procedures. [redacted], Branch Manager in Oklahoma City, talked to the patient on 1/28/15 and discussed in length. Told her about the Oklahoma State “reuse” equipment program where she could possibly get a free machine. She is going to think about everything, price shop, and may call us back.  Sincerely, [redacted] Area Customer Service Manager Overland Park, KS

The equipment rental started over once the new insurance became effective. [redacted] contracts a monthly rental fee then maintenance and service billed every 6 months. This contract was no longer effective once your new insurance became active. [redacted] contracts a 10 month rental before purchasing the equipment. The monthly fee going forward that will be billed to your insurance is $140.00 each month, for 10 months.  Any amounts that you may owe will be billed to you after we have received a response from your insurance on the claims billed. We take all feedback in consideration, which will aid in better serving our customers and apologize for any inconvenience.
 
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.
While I'm glad that Apria has apologized for all the "mis-communications", their apology doesn't solve my problem.  Because Apria lied about the cost of the test, and lied when they said that [redacted] (the 3rd party vendor) would not need a pre-authorization from my insurance ([redacted]), I am now left with the responsibility of paying [redacted] $26.02.  I want Apria to send me $26.02 to reimburse me.  After all, it was Apria's lies that placed me in this situation.  Also, they need to better train their staff to prevent such "mis-communications" (i.e. lies) in the future.
[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.**However, my insurance company has not alerted me to a credit being issued.  Today is 6/12/15 and the credit was issued 5/14/15 which is 29 days.  I will have to believe that the credit will be issued.
Regards,
[redacted]

We have reviewed patient account and have completed a detailed itemized statement as requested and have sent the information to the address we have on file. We apologize for any inconvenience this may have caused.
 
Sincerely,
 
Apria Healthcare LLC

We have reviewed patient account and confirmed that on October 27, 2015 an adjustment was entered for the item he received and he was advised to discard or donate the item and would not have to return it. A payment reversal was completed and also a request was entered on October 27, 2015 to refund...

his insurance [redacted] for payment made for the item. We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.

We have reviewed patient account and confirmed that the order was requested for bed and walker on May 27, 2016 but as of May 31, 2016 it was confirmed that patient bed was out of stock and patient was informed by customer service that he will be contacted in regards to the bed. The local branch...

manager requested on May 31, 2016 that patient be provided a standard bed that day until the mattress for the HD bed is ordered as the branch had the frame but not the correct mattress and patient was informed he would be contacted once that item has been received. Customer service was unable to complete the order process because patient had a copay due of $32.08 and was informed per our policy we have to obtain payment prior to the equipment being shipped out but patient stated he will pay when he receive the equipment. Patient was informed initially that he did not receive the walker with wheels because we needed a prescription but as of July 6, 2016 the order was processed for the walker wheel attachment. On July 7, 2016 our customer service department contacted patient to go over benefits and copay for the air mattress and patient stated he would like to put the order on hold until he speaks with his nurse and requested customer service follow up with him on July 8, 2016. 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.
Unfortunately, it appears that Supplier makes no effort to address Complainant's concerns as described in the original complaint; ensuring customer satisfaction and accurate billing cannot be accomplished by merely offering an apology for "miscommunication".It is the opinion of Complainant that the response provided by Supplier indicates an overall "policy" tone; and, does nothing more than regurgitate general information likely obtained from a high-level review of Complainant's account as maintained by Supplier's filing system.Complainant respectfully requests Supplier to review the original complaint again with careful and diligent attention given to the negligent conduct performed throughout on Supplier's behalf; otherwise, Complainant respectfully requests Supplier to adjust Complainant's account for the full amount of the medical equipment provided.
Regards,
[redacted]

We have confirmed that the patient was contacted March 22, 2016 advised of amount due $393.15 because deductible wasn’t met and ten month rental. He signed the sales service and rental agreement, agreeing to terms and conditions and also accepting financial responsibility if the insurance didn’t...

cover. The cpap will bill at a rate of $58.84 for ten months then will go under maintenance billing once every six months. His insurance covers 100%, however the patient will be billed until he has met his annual deductible with his insurance. The first statement received April 22, 2016 was $381.78, which covered supplies and first month rental. The rental contract with the insurance, including pricing and length of rental is non-negotiable. There is no indication that information was withheld from the patient. He may return the equipment at any time, but he will be responsible for any charges that have incurred due to the machine being a rental. Supplies are returnable if unopened, within thirty days and billing may be adjusted. We do apologize if there was any 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.
[Attached is the email from [redacted] Hamilton from Apria stating we are owed a refund on page 2.  I  have highlighted that.   Attaches is also the claims for December 2014, March 2015, August 2015 and September 2015.   I other documentation I can submit if need be.    On 3/30/16, [redacted] an [redacted] rep and myself on the line called Apria.  We spoke with [redacted] in the Payment department.  [redacted] stated to [redacted] that the August 2015 and the September 2015 claims were providers responsibility not the patients.  Since the patients out of pocket expense had been met.  He stated he would check into this.   These EOB's and statements are attached.   Please contact me if you need anything else.]
Regards,
[redacted]

We sincerely apologize for the level of customer service you recently experienced. After a review of your records, we confirmed that on January 26, 2017 all the respiratory equipment has been picked up from your residence. Also, we confirmed that the billing has been stop on January 26, 2017 and...

was not sent to collections.     Again, we sincerely apologize for the inconveniences and challenges you experienced.  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 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.As of today, Dec 19th, the account doesn't show the adjustment, but their website does indicate it could take up to 5 days. Thank you very much for your help.
Regards,
[redacted]

We have reviewed the patients account and have removed the balance placed with Global Receivables Solution: therefore, patient is no longer responsible for the charge. We have also notified Global Receivables and the information will not be reported to the credit bureaus. 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 the patient is correct that she has made the 20% coinsurance rental payments for her CPAP unit for the months of January and February 2015 for $16.39 each month. The payment of $16.39 taken in January 2015 was used to pay the January 2015 rental coinsurance amount. The payment of $16.39 taken in February 2015 was used to pay the February 2015 rental coinsurance amount. The payment referenced in October 2015 in the amount of $85.95 was for the $16.39 coinsurance amount for the March 2015 rental coinsurance and for $65.56 which the patient’s insurance applied to her deductible for the January 2015 rental. Typically the insurance would pay $65.56 each month for the rental of the CPAP and the patient would be responsible for only the 20% coinsurance of $16.39. However, for the month of January 2015 the insurance did not pay their portion of $65.56, but instead applied the amount as the patient’s responsibility because she had not met her deductible with them. The payment made in October 2015 in the amount of $85.95 was disputed by the patient with the credit/debit card company, the amount of $85.95was taken back from Apria. Because of this, the balance remained open for the patient, and since no new payment was made to pay the balance in full, unfortunately the balance has since rolled to an outside collections agency. We are happy to provide the patient with a full detailed print out of her account showing all billing, insurance, and patient payments upon her request. If the patient would like to further dispute her responsibility of the additional deductible amount applied to the January 2015 invoice she will need to contact her insurance directly or review her explanation of benefits provided by her insurance company. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.