Apria Healthcare

We have confirmed that the patient has been informed of Apria Healthcare’s new policy. Per this policy, it is required to have a credit or debit card on file to provide services, however the patient may request to use an alternate form of payment and not charge the card. The patient is required to pay for the amount indicated as his copay or deductible by his insurance before supplies are shipped. We 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.

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 never requested to be in the ordering system as this business indicates.  from day one I told them not to contact me for supplies as I would get them else where. they continued to contact me anyway. further ... my requests to be taken off their call list were ignored. the internet is full of complaints by this business from customers experiencing the same annoying calls despite hving to the business to stop.  i have phone records to prove they called more times that they have addmitted to.  if we cant settle the compensation I have no problem escalting this claim to the legal forum is need be. this companys response is not accepted. they will continue to recieve complaints from me as I have had to endure their annoying phone calls so desperate to make a sale.
Regards,
[redacted]

Item # 1:  Patient stated she asked Apria Healthcare if her oxygen was covered under her new insurance and was assured it was covered but six months later she has received a bill indicating she is responsible for the charges.RESPONSE: We have reviewed patient account and confirmed that the open...

balance of $227.90 was removed from patient responsibility and has been sent to our insurance department in order for claims to be submitted to [redacted] Plan for payment. At this time patient would need to allow time for claims to be reprocessed for payment status. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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.
In regards to case #[redacted], the matter is still not resolved at this time.  This company continues to change the answers to this matter each time a call is made to them.  I was quoted $31.48 and charged $104.96 (overcharged $73.48).  I then confirmed the charge with someone named [redacted], and then I was sent to billing on 1/7.  On 1/8 I spoke with [redacted] in billing who also confirmed that I should have been charged only the amount of $31.48...and said she would process a credit of $71.33 (which is not the full amount owed back to me).  I questioned why it wasn't the full amount and then spoke with a manager ([redacted]) who agreed that I should have only been charged $31.48 and that she would credit me the full amount of $73.48 back onto my card.  I waited several days and an additional UNAUTHORIZED charge was made to my card of $3.64, and a credit of $71.33 (not the amount Manager [redacted] quoted me...) So I am still owed a credit of $5.79 ($3.64+$2.15).  Now all of the sudden the story changes again once the Revdex.com gets involved....and now not only have they not given my the credit that is due, now they are claiming that I owe additional money??  So I am being penalized because not 1...but a total of 6 people that I talked to at the company are incompetent?  I will be happy to return the supplies back for a full refund...but under no circumstance should my card be charged more then the amount quoted.  These are fraudulent charges.  I still expect to receive my $5.79 credit and a copy of my prescription (I also requested the copy of the script in my complaint, and they did not address that issue at all).  I also expect that the newly found amount that I now "owe" according to Apria be removed from my account.  I would like paperwork showing that I do not owe them any additional money.  Again, I will be happy to send the products back if they can't honor the quote that was originally given to me.  Thank you,[redacted]

Apria Healthcare has confirmed payments received and explained dates applied. The last payment of $42.64 was received February 5, 2018, applied $21.32 to December 25, 2017 service date and $21.32 to January 25, 2018 service date. The payment of $21.32 received January 31, 2018 applied to November 25, 2017 service date. There has not been an over payment made on the patient’s account and no refund is due. We believe all appropriate steps have been taken to resolve this matter.   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.
=============== Revdex.com Apria continues to bill me directly instead of my insurance. Have called multiple times to have this resolved, but nothing ever happens. Has been over 2 months now with no progress. 3/1: two unauthorized charges to my credit card from Apria alerting me to an issue 3/4: [redacted] from billing department verified my insurance insfo and said would resubmit 3/28: No update, so I faxed an authorization letter to billing department 4/1: - [redacted] - reversed payment - said would bill insurance - recommended to call in 3 more weeks - after insurance pays, then I can ask for refund 4/4: Received a voicemail from Apria asking to verify insurance info. Called back. [redacted] asked me to refax authorization to general file fax in order to have it scanned in. 4/22 No contact from Apria. I called in to get an update. [redacted]: still listed as self-pay, and she would work on it. 4/25: Called Apria, [redacted] xfer to supervisor [redacted] and then disconnected Submitted insurance info again online: [redacted] Called Apria again spoke to [redacted], conference call anthem [redacted] -- all information confirmed within 5 minutes, insurance active. Apria needs to resubmit claim. Spoke with apria supervisor [redacted] who resubmitted claim and verification request, but I am not optimistic. Any help you could provide would be immensely helpful. 5/5 [redacted]. called for update. still in review. has not contacted insurance yet. 5/24 received a new bill from Apria showing that they are now re-billing me for my prior payments and have still not appropriately billed my insurance.stop billing me incorrectly. bill my insurance correctly. refund my direct payments made to apria plus interest formal apology from company
Regards,
[redacted]

ITEM # 1: Mrs. [redacted] has been having several issues with trying to speak to the correct department for PAP supplies. She has spent multiple hours trying to contact Apria to get supplies and figure out if she has been over billed for her PAP unit. RESPONSE: Contact was made with Mrs....

[redacted]. Apria’s billing department is reviewing her account and I have asked it to be expedited to figure out if Mrs. [redacted] is owed any credits. At this time Mrs. [redacted] does not have any insurance so her PAP supplies are very expensive. Apria did send her one month supplies as of 01/07/2015 at the cost she would have paid when she had Blue Cross insurance. No mention of when Mrs. [redacted] will obtain insurance was discussed to lower her costs of PAP supplies. 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]
Apria is not giving full details or true detail. I gave them insurance information in June 2015, because my insurance started July 1, 2015, and wanted the to have correct information for billing purposes. They obviously have not read my account notes, because I clearly stated to them SEVERAL times that I could not get into my online account, and have requested for a paper statement, and they escalated my request to several departments, a far asa level 3 customer service agent, and everyone one of them declined to send me a paper statement, said it was impossible.  I am not sure why Apria does not read client notes, quite possibly because they lack the skills in putting notes in.  I have never had to deal with this kind of unprofessionalism . They never sent me a new contract, and I do understand since I started a new insurance company, that a new contract would be forthcoming, but of course, never, ever received one, much less signed one.  The only contract I have is the original contract, which would have ended in October 2015.  I did make several payments in the time frame from when I switched insurance/jobs, I have receipts. They , I believe, were only $50.00 each, and that is because they would only send online statements. In fact, in one of the conversations with Apria, it was about my balance, it was inflated for supposedly "equipment/supplies" that was on the original contract for purpose of replenishment, which we never received. I informed them, and they argued with me they were left on my doorstep. I never got them, they said it was my issue, not theirs. I am/was on an automatic replenishment, and asked to be removed, they need to check their notes on this matter, I asked to be removed from the auto replenishment, they SAID they would comply, and to no avail, they sent out an auto-replenishment, which I "refused", and had sent back. They have spoken to my wife several times, myself NUMEROUS times, and now they are having a collection agency calling, which I consider harassment. All of this grief could had been avoided if they would have just sent a darn paper statement as requested. We have repeatedly asked them to stop these calls (at all hours),knowing that I had contacted their corporate office and the Revdex.com, and to no avail, they continue the calls.  I need this resolved to MY satisfaction, the proper way, a paper statement for all services since inception, all payments, the changes made, the new contract, and then we can come to terms for payment.  I will NEVER give them a comment that is good, they have TERRIBLE business practices, and even worse, their customer service agents are the very worst in the industry. I wish I never had to do business with them, but, Apria was the ONLY choice via my insurance. without my CPAP, my health would deteriorate, and now the stress they have given me, has caused other issues.

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 08/05/2015 to advise her of the outcome of the review.  It was noted that the order originally came to Apria on 05/26/2015.  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 08/05/2015 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

We have reviewed the patients account and determined we were in the process of adjusting the supply invoice from the patient as well as his insurance. Unfortunately that process can take several days. We ask our patients to be patient while these issues are being taken care of. We have verified the adjustment for the patient balance was completed on 1/8/16. We have also been in contact via phone to the patient’s insurance and have faxed a letter to the insurance on 1/8/16. 
We ask the patient to allow time for the insurance to complete the adjustment process on their end. For the convenience of our patient we have mailed the patient an itemized statement to show the balance has been adjusted from our system, this correspondence was mailed to the patient’s home address on 1/8/16. 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 respiratory supplies. After a review of your records, we confirmed the delay was due to an invalid prescription from your ordering physician. Apria has since received a valid prescription from your...

ordering physician. As of November 3, 2017, the respiratory supplies were shipped to you.   Again, we sincerely apologize for any inconvenience or challenges this issue may have caused you. 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] states that he did not receive a written response to his November 4, 2014 dispute letter. He is requesting for the automated calls to stop. He also has requested to be reimbursed the amount in dispute unless Apria can justify otherwise.RESPONSE We have reviewed Mr. [redacted]’s...

account and found the dispute letter he had sent in November 2014. We apologize that our representative did not contact Mr. [redacted] and discuss the billing issues with him, we have used this as a training opportunity. We have also removed his phone number from our automated calling system. After further review of Mr. [redacted]’s account, we found that he received a new BIPAP unit, humidifier and supplies on August 18, 2014. Mr. [redacted] has insurance coverage with [redacted] which pays at 85% leaving Mr. [redacted] responsible for 15%. On August 18, 2014 for the rental of the BIPAP unit, Apria billed the allowable amount of $214.00 to [redacted], which paid $181.90 leaving Mr. [redacted] a balance of $32.10, which paid $550.48, leaving Mr. [redacted] a balance of $97.15, which was paid on August 24, 2014. The purchase claim was submitted to [redacted] on September 18, 2014 in the amount of $1706.00, [redacted] paid $1450.10, leaving Mr. [redacted] a balance of $255.90, which was paid on September 18, 2014 in the amount of $209.94 and on December 3, 2014 in the amount of $45.96. Mr. [redacted]’s open balance as of today is $0.00 with no pending dates of service. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To Revdex.com San Diego                          Nov. 25, [email protected] (by email)This is another followup to my Revdex.com complaint no. #[redacted] against Apria Healthcare.Today is November 25, 2015.  Apria has just delivered to my home anotherbatch of CPAP filters that do not fit my CPAP machine.  They appear to beidentical to CPAP filters I already complained about to the Revdex.com because theydo not fit my machine.  I have already corresponded with the Revdex.com pointingout that wrappers for the filters that fit my machine bear a label "Tiara MedicalTCF-145" and these are the correct size.  Apria keeps sending me something else.One of the reasons I complained to the Revdex.com is that I can't get anyone at Apria to assist me on the phone.  The wait times are interminable, and any number I call, I get redirectedfour or five times, and usually, they disconnect on me and I get a recorded message"If you want to make a call, hang up and try again."  Today, I found on my home answering machine a message from a man who appears to be in India, with one of those thick Indian accents, saying he is  calling from Apria.  He spoke at such low volume that in the middle of hismessage, the answering machine cut him off because it could not detect his voice.  Itried my best to phone the callback number he gave, but on dialing what I could make outof what he said was the number,  I got a fax tone.My insurer is called Meritus Health Partners, of Tempe, Arizona,  I have already writtenthem asking if they can recommend some other health equipment provider for CPAP supplies, because of the hopeless stupidity of Apria.  I can't do business with an itoutfit like Apria.  My concern about Apria now is that the wrong filters they enclosed today come with a billing invoice and I will not pay for their repeated acts of stupidity.  I will sue themfirst.  I am sending a copy of this letter to Meritus.I want to add that I think ethics impose a limit on decency in the realm of how healthcare corporations treat individuals.  To me, Meritus has long since crossed thelimit in my case.  This is not just corporate stupidity any more, it has become meannessand taunting.  A corporation like Apria is well aware that many of its customers are elderly, ill, dependent, and have limited time on Earth.  It is an ethical outrage for a healthcare corporation to make it necessary for an aging customer like me to waste my time complaining about them and their stupid misconduct.  I have limited time to live - time that it is an ethical outrage for a corporation to waste by humiliating the customer with its stupid [redacted] over and over and over and over.  [redacted]  [redacted]Meritus policy no. [redacted]Meritus address: Ste. 113, 2005 W. 14th St., Tempe AZ  85281
Regards,
Miriam Klaiman

We have confirmed that the patient received a bipap July 08, 2016. Medicare paid the first ninety days during the trial period and has particular guidelines pertaining to Respiratory Assist Device policy. Providers are required to obtain additional documentation from the physician for patients...

using this therapy. Medicare require a statement of use and benefit of the machine to be completed following 60 days of treatment. The statement must indicate the date of evaluation and check the box stating whether the patient is using the device for an average of four hours per twenty four hour period and benefitting from its use or is not benefitting from usage. We have received this form twice from the physician in which the first one received, he didn’t choose either option and the second he chose both options. This statement was non-compliant with Medicare guidelines and the patient was sent an advanced beneficiary notice advising that Medicare may not cover the bipap machine November 21, 2016. We could not bill the patient prior to providing this form so adjustments were made for dates after the first ninety days and prior to receiving the advanced beneficiary notice. The patient will continue to be billed with a Medicare denial until the compliant documentation has been received. We believe all appropriate steps have been taken to resolve this matter and apologize for the inconvenience.   Sincerely,  Apria Healthcare, LLC

We have reviewed patient account and confirmed that claims were sent to BCBS on July 9th, 2013 and were also sent again on August 27, 2013 due to information received from BCBS that the claims were not on file. At this time we have contacted the insurance and will be working with them to...

confirm if claim information can be sent again for processing for possible payment. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 reject the reply by this...

company because I have never been told the details of WHAT I am being billed for.  I wrote my insurance carrier months ago. At that time, they reasonably requested that I send them the Invoice detailing what the company is asking me to pay for:  which I should have received from this company as a matter of normal bill collection. I have never been informed as to what I am being billed for.  In fact, I have never been given a written agreement to accept or decline as to what this company sends me every three months. Hence, I duly request a detailed list of supplies and the cost thereof for each of their supply deliveries. I also request a full report of what they have billed my insurance for during 2015, including the dates they were refused payment by my insurance.  If my insurance did not cover some items which they sent me in 2015, and yet continued to send me those supplies, I consider that the company’s responsibility. I have No agreement with them as to what they consider mandatory supplies.  The company should not have continued to send me the supplies which my insurance refused to pay for.  I am extremely disturbed by the fact the company sent these NON-Invoiced, unpaid bills to a collection agency since this will adversely affect my credit scores.
Regards,
[redacted]

Item# 1:Ms.[redacted] wants an itemized statement every month stating payments applied/owed.RESPONSE:We have reviewed Ms. [redacted]’s account and found that she received a BiPAP deviceand supplies on November 17, 2014. We submitted claims to [redacted] on behalf ofMs. [redacted] and sent her statements for her...

20% copay. Per the [redacted] contractfor the BiPAP it will rent for 10 months and convert to sale in the 11th month.The first statement was mailed on December 3, 2014, in the amount of $51.07 for theNovember 17,2014 claims. On January 3, 2015, we mailed a statement in the amount of $78.31,for the November 17, 2014 ($51.07) and December 17, 2014 ($27.24) claims. The February 3, 2015 statement showed previous balance of $78.31, a payment of $78.31 that posted on January26,2015 and a new charge of $27.24 for the January 17, 2015 claim that was due.We received an additional payment of $54.48 on February 25, 2015. The payment of$54.48 was applied to the January 17, 2015 ($27.24), February 17, 2015 ($20.43)claim, which left $6.81 which was applied to the March 17, 2015 claim. Wemailed a statement on April 3, 2015, for the remaining balance due of $13.62for the March 17, 2015 claim.On April 10, 2015, we received a payment of $54.48, which has been or will beapplied to the following. The remaining amount of $13.62 for the March 17,2015, $20.43 for the April 17,2015 claim and $20.43 will be applied to the May 17, 2015 claim once it books.Ms.[redacted]’s statements are generated to process on the 3rd of each month, however if there is no open balance, a statement will not generate. Ms. [redacted] will not receive a June 3, 2015 statement as the May 17, 2015 claim has already been paid. The June 17, 2015 claim will book on the 17th and the statement will be generated on July3, 2015. We have mailed Ms. [redacted] an itemized statement for her records and asks that shecall us with any questions. We apologize for any inconvenience and miscommunication this may have caused asour 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 (them adjusting of the 157.00) would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I spoke with Highmark BC/BS again this morning. They did confirm that we do not owe any money to Apria for any of the prior claims. They confirmed to me which claims were paid for the equipment, through April 2017. For [redacted]: 1/12/17 [redacted]  61.912/12/17 [redacted]  61.913/12/17 [redacted]  61.914/12/17 [redacted]  61.91 For [redacted]:12/23/17 [redacted] 61.911/23/17  [redacted]  61.912/23/17  [redacted]  61.913/23/17  [redacted]  61.914/23/17  [redacted] DENIED because incorrectly billed by APRIA. Highmark asked that it be corrected and rebilled and they will pay it. For monthly billing beginning May 2017, APRIA may use our new insurance: [redacted] Health. May 1, 2017 forward. Group # [redacted]Member: [redacted]
Member ID: [redacted]Dependent: [redacted]
 Regards,
[redacted]

Thank you for contacting Apria Healthcare regarding your billing experience. After a review of your account, we would like to apologize for any miscommunication you received regarding the rental of your respiratory equipment. Your insurance contracts for a 10 month rental with maintenance and services fees billed every 6 months after the 10th month has billed. You would be responsible for any balances not covered by the insurance or amounts processed and applied towards your yearly deductible. A monthly charge is billed in the amount of $58.84 for the rental of the CPAP unit. This would be billed to you if no payment from the insurance is received.
 
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 coach our customer service representatives on the importance of verifying the details of an order accurately,  as it has done in this case.
 
Sincerely,
 
Apria Healthcare LLC

Item # 1:Mr. [redacted] states that he has two insurance plans and has been told in the past that he has no charges for his Apria equipment. Mr. [redacted] request that we prevent his account from being sent to collections & remove any previous invoices that have been forwarded. Mr. [redacted] has also requested a specific contact to directly work with him to see that the account has been corrected.In conclusion, Mr. [redacted] asks that all contact with him will cease regarding new business.  RESPONSE:After full review of Mr. [redacted]’s account, It was confirmed that Mr. [redacted] contactedApria [redacted] on June 20, 2014 to inform of his new insurance coverage.When Mr. [redacted]’s insurance with [redacted] was verified, we were informed that he also had other commercial insurance. Apria [redacted] is taking the steps to correctMr. [redacted]’s account. In regards to Mr. [redacted]’s account, at this time there is no open balance. All balances are currently pending with Mr. [redacted]’s [redacted] plan. Apria [redacted] has also removed the telephone numbers on file from all dialers to cease any future calls being placed to Mr. [redacted].  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 billing. Sincerely,[redacted]Patient Account Resolution Team Lead