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 don't know why Apria Healthcare is telling you that I have a zero balance because just yesterday I got a message from them indicating that I had received two bill-backs on that amount and still owe them $124.08.  Since I c[redacted]ot call in and speak directly to the person who did the investigation, I don't know how to deal with this.  They are asking for my [redacted] statements to prove that they did not refund this money twice.  When I investigated, it does look like there were two refunds, which I did not realize at the time because in August, the credit card company provisionally refunded the money and then in September Apria Healthcare refunded it again.  I thought the second notification of the refund was just the credit card company making the provisional refund final.It may be that I owe them $124.08, but I don't understand why they did not let me know that the amount had been mistakenly refunded twice and that they needed me to pay them again.  Instead, I just got bills for that amount and whenever I called to check on it, I was told it was taken care of and not to worry about it.  Then in March, I got a bill that said they had sent me to collections for that amount.  I don't understand, why when Apria Healthcare made a mistake they did not communicate that with an explanation and work it out with me.  Instead they sent me to collections.  I am willing to pay them the $124.08 again if I truly still owe it to them but I not until someone at the company to gives me the name and the phone number for the collections agency they sent me to so I can check to find out what the status is on the collection and whether this has been reported to credit bureaus.  If it has, I expect Apria Healthcare to get this corrected.  It is not my fault if Apria Healthcare employees are not properly trained and make mistakes like this one.  Once I know that my credit has not been impacted (or if it has that Apria Healthcare has corrected this with the credit bureaus) and Apria can prove that they did indeed refund the money twice I will be willing to make the payment of $124.08.  I have spend at [redacted]st 40 hours on the phone over the past several months trying to get this resolved, each time being told it was handled.  Now they tell you it I have a zero balance and tell me I still owe them the money.  I really don't know if they are dishonest or just incompetent.I would like to speak with someone from Apria Healthcare at a scheduled time to work this out.  I talked to a representative named [redacted] there on Wednesday and she promised me that either she or her supervisor [redacted] would call me back either Wednesday or Thursday.  They did not call me until Friday when I was out of my office.  I c[redacted]ot simply sit by the phone waiting for them to decide to talk to me.  When I call in to their Billing Specialist line, I c[redacted]ot reach the same person twice and each time I call I have to wait on hold between 30 and 90 minutes to speak to someone.  It seems to me, that the only way to work this out is to schedule a call.
Regards,
[redacted]

We have confirmed that the patient was initially set up with a cpap machine and supplies which included nasal pillows September 28, 2016. He placed orders through the pap portal and advised eligible items will be shipped within seven to ten business days. Apria Healthcare also called and left voice messages regarding the patient’s order, when the call was returned he was advised to call back when he was eligible for the supplies. Deliveries were made to the incorrect address as there has been three different addresses provided for shipping and the order was shipped to a previous address. Although charges may reflect immediately on his credit card, it does take seven to ten days for a payment to post in our system. Statements are generated once a month and will not reflect on the online system until the next statement date. We are thankful for the feedback and apologize for any miscommunication.   Sincerely, Apria Healthcare, LLC

Item # 1:  Patient stated her account has been marked as resolved but she received another phone call from Apria Healthcare.RESPONSE: We have reviewed patient's account and confirmed that her telephone number has been removed from our automated dialer system in order to discontinue the calls to her. I have sent another request to our automated dialer system team requesting they review this to confirm if additional steps should be taken to ensure this issue is resolved. We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.

We have reviewed the patient’s account with assistance from our management team and confirmed that the oxygen equipment was approved by her insurance plan [redacted] to be covered at 80%. This leaves the patient responsible for a 20% copay. Therefore, the billing has been corrected and a request has...

been submitted to refund the patient an overpayment of $560.07 which patient will receive in check form. Our management team is also aware of the issues with the equipment deliveries and will use this as a training opportunity to ensure great customer service is provided 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.

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 recently. Thank you.

We have confirmed that the portable gas system was returned December 31, 2015 and replaced with a portable oxygen concentrator. The equipment was still listed in the system which continued to bill. All previous charges have been reversed and adjusted from the patient’s billing. The balance of $48.56...

consisted of billings for two months, however $3.76 was billed for the portable system for July 9, 2016 and August 9, 2016. An adjustment has already been done for $3.76 for July 2016 and another adjustment is being done for $3.76 for August 2016. The equipment has been placed in a pickup status to remove from the system and discontinue billing. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
Apria Healthcare LLC

May 12, 2015Revdex.comSan Diego, CAAttn: [redacted]Dispute and Information Analyst Lead[redacted]Re: Apria Healthcare Inc.: [redacted]Revdex.com Complaint ID#: [redacted]Dear Ms. [redacted]:This letter is in response to the complaint referenced above submitted by Ms. [redacted],to...

the Revdex.com. We apologize for any miscommunication on our part that mayhave resulted in this complaint. Below is a brief description of the complaint matter and ourresponse.Item # 1:Ms. [redacted] states that she had $48.40 deducted from her checking account on December 26,2014. She called and spoke with someone in Apria’s billing department and was told that shewas not a patient and should not have been charged. She faxed in the copy of her bank statementto get the matter resolved, however no one has called her back.RESPONSE:I called Ms. [redacted] and requested that she fax the banking information over to me toreview. After having our cash posting center review the payment we found that Ms.[redacted]’s banking information was attached to her mother’s account. I called anddiscussed with Ms. [redacted], who thanked me for my help.Sincerely,[redacted]Billing Center Quality Specialist

We have reviewed the patients account with assistance from our insurance team and confirmed that a corrected claim with the correct diagnosis has been submitted to the insurance for payment.  The invoices placed with collections have been removed, therefore; the patient is no longer...

responsible for the charges. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,  Apria Healthcare, LLC

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 concern. After another review of your records, we have confirmed that the initial authorization for your respiratory equipment was for a rental. However, we have since received the required documentation to submit your equipment to be converted to a purchase.   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

We have confirmed that the patient’s credit card was set for auto pay. Each month the oxygen concentrator bills $112.00 with a copay of $22.40 billed to the patient and $89.60 to insurance. The oxygen stationary is at no charge with the concentrator. Patient's physician was not enrolled in...

Medicare’s Pecos system causing her account to be billed self-pay for the dates of August 10, 2015, September 10, 2015, and October 10, 2015. She was charged $179.20 for August and September 2015. October 2015 was billed the correct self-pay price of $186.78 instead of the insurance allowable of $112.00 for the concentrator and the stationary for total charge of $373.56. The physician has been updated and a payment reversal has been done to bill the insurance. Unfortunately payments made towards the insurance portion of $89.60 for months August, September, and October totaling $268.80 will be refund only after the insurance pays. The remaining $261.56 will be refund immediately. We believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction.

We would like to sincerely apologize for the mis-informed information we previously provided you indicating you had been refunded $67.99. We confirmed there was a problem with processing the refund on your credit card as this caused the delay. Your refund of $67.99 was sent to you on April 12, 2017 in the form of a check.   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 .

We would like to apologize for the level of customer service you recently experienced. After a review of your records, we have confirmed there was a delay in the delivery of your equipment due to a backorder from the distribution center. Once the branch received the equipment, the branch employee...

attempt to contact you to make arrangements for the delivery of the equipment for 10/20/16.
 
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. Once I receive the report, then I will make payment
Regards,
[redacted]

We would like to apologize for the level of customer service you recently experienced. During a review of your records, we confirmed that patient’s spouse was contacted regarding the reason for the delay for delivering the equipment which she received on May 13, 2016. Please note management has...

addressed your concerns and has used this opportunity to retrain and coach the staff. 
 
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: Mrs. [redacted] is requesting to be billed for her PAP supplies however, the insurance she has requires her to pay for the PAP supplies prior to Apria shipping the supplies to her. Apria’a billing department was able to send her a copy of the prior bill for her viewing. RESPONSE: Three...

messages have been left for Mrs. [redacted] to call back. Here are the following dates of contact. Message left 1/19/2015, 1/20/2015 and 1/21/2015. Sincerely,[redacted] Customer Service Supervisor Apria Healthcare

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 you were sent the respiratory supplies in error. The customer service agent informed you that the outstanding balance of...

$103.03 has been removed from your account and you are no longer responsible for the balance.  Apria prides itself in providing excellent customer care, and in this situation, it has given us an opportunity for coaching to ensure this does not happen again.   Again, we sincerely apologize for any inconvenience 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.I submitted a claim in the first quarter of 2015 with the Revdex.com about a billing issue with Apria Healthcare. I thought it had been resolved as of March 24, 2015 and received a letter from [redacted] from the company stating that the balance collection they had originated had been recalled and was no longer my responsibility. She also stated that I had no open invoices or balances at that time. Since the financial issues appeared to have been resolved I re-ordered CPAP supplies from them on May 7, 2015. The total amount I owed was $359.68, which was paid on May 11, 2015. I received a bill on August 3, 2015 (dated July 16, 2015) stating that I owed the company $41.77 for the supplies purchased in May. I started getting calls from the company on August 6, 2015 threatening me with collections if I didn't pay the bill within 24 hours. I spent several hours on the phone with them on August 7th trying to resolve this issue. They agreed that I had paid $359.68 for the supplies ordered on May 7 and indicated that the amount was for an earlier order. When I reference the letter from Lee [redacted] they said they would have her call me. While I have not received a call from her, I got another threatening call last night indicating that if I did not pay my bill within 24 hours, my account would be put into collections.I would like the company to immediately stop making threatening robocalls to me and to adjust the $41.77 off my bill. Over the past year, I have spent at [redacted] 50 hours on the phone with them dealing with billing issues. While I do not intend to continue to do business with this company since they obviously [redacted] be trusted, I would like to make sure that they do no ruin my credit rating because they don't know what they are doing.
Regards,
[redacted]

We have confirmed that the patient returned the equipment October 28, 2015 with no new billing to generate. The patient does have a balance of $185.78 for dates of March 10, 2015 through October 10, 2015. All co-payments due were paid, however,  the payments were reversed as a take back from...

her bank and or credit card company on March 15, 2016 causing the balances to regenerate. The dates of service August 10, 2015 and September 10, 2015 insurance portion was adjusted therefore we adjusted the patient’s copayments of $22.40 for each date and the final balance due is $140.98. 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 we have determined that the amounts charged for the June 9, 2015 date of service to the patient were applied to her deductible by her insurance on 11/5/15. These charges were for the rental of her CPAP unit along with the purchase of her CPAP humidifier. We...

have mailed this information in addition to the itemized statement, we have included a copy of her explanation of benefits which was obtained via her insurance website as proof of the applied deductible amount. If this information is not received in a timely manner, we ask that she give us a call (866) 505-6365 to request this information again. Because we are able to verify these amounts were applied to the patient’s deductible, and valid charges to her credit/debit card via the permission given on the sales service and rental agreement, unfortunately we will not be able to honor the request for a refund at this time. 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.
Regards,
[redacted]