Apria Healthcare

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 would like to apologize for the level of customer service you recently experienced regarding the pick- up of your Durable Medical Equipment (DME).  After a review of your records, we have confirmed that several attempts to pick up the equipment were made in 2017 and January 2018....

 Unfortunately, there were no records of the new address; therefore, the technicians went to the old address.  The technician did notify us the patient no longer lived at that location. On February 1, 2018, the technician arrived at the new address; however, the patient was not home. Therefore, we have re-scheduled the visit for February 6, 2018.  Again, we sincerely apologize for any inconveniences or challenges this issued may have caused. 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

The original contract with [redacted] was for 12 months, we do apologize that you were informed with incorrect information.  Since the insurance changed prior to meeting the contract, the contract would start over with the new insurance.  This was communicated with you when you spoke with one...

of our reps on 1/10/2017.  However, due to the miscommunications and for customer service purposes, we have converted your equipment over to sale honoring the 12-month rental.  Since Apria is honoring the 12-month rentals and then sale of the equipment, we will be refunding the patient for any over payments made over the 12 months.   Apria does show that a payment was made in January, however the payment applied to the oldest invoices first.  The payments applied to supply invoices from October, which is why the supplies balance is still open for January.     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,  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.
well I contacted you on the 11/16/2015 about this same thing , and on 11/23/2015 you sent me a reply. from the company. I accepted the offer, to which the said that immediately I would get 261.56 to this date I have not received anything or have they billed the insurance. then I received bill saying that I owe them 164.38. this is in regards to complaint id number [redacted] Please help me with this refund Now!
Regards,
[redacted]

We have reviewed patient account with assistance from our Customer Service Team and confirmed that patient placed an order for supplies on October 30th, 2015 but the order was not processed because the chamber was not covered by the insurance. On November 3rd, 2015 customer service left a message...

with patient to return their call for the chamber to be removed so the order can be processed.  Patient spoke with Customer Service on November 4th, 2015 and advised that his coverage had termed and he
 
wants the chamber removed. Patient was transferred to Customer Service CPAP supply department and when speaking with them he requested the chamber to be removed so the order can be processed. He verified the insurance on his account but did not advise it was inactive. The correct order was processed, therefore, the charges are valid. At this time, patient has an open balance of $186.78 for date of service November 19th, 2015. Also, for the oxygen concentrator rental because the equipment was not picked up until November 23rd, 2015 after the billing date. There is also has an outstanding balance of $352.33 in collections placed with West Asset Management for the CPAP supplies received on November 4th, 2015 as patient insurance had termed.
 
 
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 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]Also to inform you that I do have a copy of the sales agreement, however, the section inteferance to the credit card, that part I did not sign. So, if they have a copy like they inform you that they do...how come they said I signed it and I did not. My signature is not on that section of the agreement because I told the representative at the time that I was not signing that part of the agreement and I did not. I will certainly wait to see if they will reimburse me for the extra charges with no explanation and the overdraft fees. Thank you for you help. Much appreciated.[redacted]

ITEM # 1:  
Mrs. [redacted] is requesting for Apria to bill Mr. [redacted] insurance appropriately and stop sending his account to collections for money he does not owe.
RESPONSE
We have reviewed Mr. [redacted] account and found that he received a CPAP unit and supplies on July 26, 2013. Apria verified...

and submitted claims to Blue Shield of California (BS) on the patient’s behalf. BS submitted payment for the July, August and September 2013 claims. BS denied the remaining claims because Mr. [redacted] was non-compliant.
Mr. [redacted] was non-compliant from October 26, 2013 – April 26, 2014 claims. We mailed Mr. [redacted] numerous letters to notify him for assistance in getting compliant. We did receive the compliance letter back signed by the doctor; however we have not received the download to show that Mr. [redacted] has used the CPAP unit from October 2013 – April 2014. Apria is trying to obtain the download at this time to submit with signed compliance letter to Mr. Denis’s insurance.
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 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]

My Uncle's info:[redacted] He is a [redacted] patient.He finally got the needed equipment but it took daily calls. Promised it would be out that day. Took over a week.The care facility even kept him up hours past his bedtime because Apria said they would be there that evening.I even said "Are you sure?" And explained my uncle's condition.  My uncle is qudrapeligic and it is painful for him too sit too long in his wheelchair, waiting for Apria to finally show up days later.Thank you, [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.
As of today 1/20/16, I...

have received two more bills from Apria - one stating that they turned in 36.82 to a collection agency and a bill stating that I owe them 110.46 and on the same day I received a check for 168.94 and then another envelope the same day from the collection agency stating that the account has been closed.  So I feel it has not been resolved. 
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]...


When discussion took place between myself, [redacted], and Apria earlier in the year over the incorrect billing as mentioned in Apria's response, I asked to be removed from the maintenance agreement then. I was told by Apria that a request to terminate the agreement was made and that I would not receive anymore bills on this equipment. So the recent bill received in June of 2016 is invalid and should be removed and the account closed as requested.

On 9/11/17 the patient called in and ordered supplies with Apria Healthcare. .  The patient had not placed an order in years, and the agent assisted the patient and ordered all supplies necessary and eligible for the machine.    When quoting copay, the agent informed the patient,...

this is an estimate and could be more depending upon if you have met your deductible or not.    Next the agent asked for payment method and the patient updated the credit card on file. The patient was then asked would you like this card to be automatically billed for all future charges, and the agent was given the verbal confirmation of yes.  This gave authorization to bill card, which is why when the order was processed with the insurance and a deductible was still due, the card was billed the $183.91.   We do apologize that this was not better explained to the patient.  However, we did advise copays were an estimate and charges depended upon insurance and deductibles.   When the patient called on 9/12/17 after seeing charges, the agent tried to stop shipment.  When the agent was informed the shipment was shipped, she advised the patient not to open the box and he could return it for full refund.  We can initiate a full refund once the supplies are returned.    On 10/3/17, the patient returned the unopened supplies and a refund is being issued.     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.
Im sorry, I did not put a...

response to the original message from apria...I do not accept this...if they will look further, the machine left was paid in full by medicare on [redacted] behalf and therefore, should be returned to him.  Now he cannot get a new machine for 5 years without paying out of pocket himself..he is on disability and in no way can afford to do this...he is in dire need of this machine since he has terrible sleep apnia...this is a terrible situation for [redacted] to be in and terrible for me as his mother to see him suffer like this for no apparent reason.  Thank you
Regards,
[redacted]

We have confirmed that the only pick-up request noted on the account is November 19, 2015. The patient began being billed for copays September 8, 2015 through November 8, 2015 for the time the wheel chair was in his possession. The patient was sent a statement each month notifying him of a balance. The patient’s wife has been contacted by Apria Healthcare’s Level Three Billing Specialist and given a direct number to discuss the account if they have any other concerns. We believe that we have taken all appropriate steps to come to an amicable resolution.
Sincerely,
Apria Healthcare LLC

We have reviewed Ms. [redacted] account and confirmed that we have requested that her phone number is removed from all of our dialer systems. Ms. [redacted] account reflects a zero balance and also has no collection balance. 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 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]

Apria Healthcare has taken many strides to adhere to the demands of the health care industry including telecommunication. We would like to apologize for any inconvenience this has caused you. We concluded that the phone number you provided has been removed from our automated telephonic system and you will no longer be receiving calls from Apria Healthcare.  Apria will not be changing its automated telephonic process.    We greatly appreciate you for taking the time again to bring your concerns to our attention.    Sincerely,     Apria Healthcare LLC

We have reviewed the patient’s account again and after reviewing the documentation he provided, we have entered an adjustment for his balance of $217.92, therefore; the patient is no longer responsible for the charges. The account now reflects a zero balance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

We have confirmed that the patient was non-compliant with the required usage in order for the insurance to continue authorization. The patient was then billed a self-pay rate of $107.42 per month. The patient’s wife spoke with Apria Healthcare on February 1, 2016 and was advised to have the...

doctor’s orders faxed to the insurance and our intake department. It was explained to her that once the insurance received the information they could give a new authorization and we would contact the patient after receiving the authorization. Apria Healthcare never received the new orders or a new authorization, therefore the self-pay billing continued. The patient’s wife called February 06, 2017 to return the cpap and was informed that it had converted to ownership on December 5, 2016 and would not be able to return it. The patient has been billed correctly and is responsible for all balances on the account and in collections. We believe that all appropriate steps have been taken to resolve this concern.   Sincerely,   Apria Healthcare, LLC.

First we would like to apologize for the inconvenience and disappointment in the level of customer service you experienced. We have taken steps with our customer service team to ensure they inform our patients of any missing information needed.  Also retraining has been provided to the staff...

regarding the proper procedure for obtaining the missing information from the physician.
We received a prescription from the physician for your new setting changes. The setting changes were performed remotely done on 1-13-2016. In addition, management has used this opportunity to provide coaching and retraining for our licensed employees.
Again, we sincerely apologize for the challenges you have had. We appreciate your business and will do everything we can to serve your needs.
Sincerely,
Apria Healthcare LLC