Apria Healthcare

We would like to apologize for the level of customer service you recently experienced regarding your uncles Durable Medical Equipment (DME) request. After a review of his records, we have confirmed the request to assist with moving the equipment was originally scheduled for January 12, 2018. For...

safety reasons, it is Apria’s policy to move / relocate the equipment only from one location to another.  The request to move the durable medical equipment was rescheduled and completed on January 22, 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

Revdex.com  Attn: [redacted]  Dispute and Information Analyst Lead  San Diego CA  [redacted]       Re:  Apria Healthcare Inc:   [redacted], [redacted] Revdex.com Rebuttal Case Number: [redacted]   Dear Ms. [redacted]   This letter is in response to the rebuttal referenced above submitted by [redacted] to the Revdex.com.  We apologize for any miscommunication on our part that may have resulted in this rebuttal. Below is a brief description of the rebuttal matter and our response.     Item # 1:  RESPONSE Mr. [redacted] has been taken care of and has the machine and mask that he expected to receive via mail.  The Respiratory Therapist that set him up on his equipment placed a follow up call and he seemed to be very pleased with his new equipment.  He has received follow up calls from the staff as well as requested filters for future use.  There have been no further issues with this patient to our knowledge.     Sincerely,   [redacted]

ITEM # 1: Ms. [redacted] states her credit card has been charged more that she was quoted and she wants her credit card refunded the full amount due back to her. She has also requested that her prescription on file be emailed to her so she can find another place to do business. RESPONSE: We have...

reviewed Ms. [redacted]’s account and found that she ordered supplies on December 26, 2014. At the time of the order. Ms. [redacted] was quoted the 30% co-pay amount of $31.48. She provided her credit card to charge the co-pay amount of $31.48, however it was determined that Ms. [redacted]’s deductible had not been met and she would be responsible for the full amount of the claim. Apria charged the credit card provided $104.96 on December 26, 2014. We have used this as a training opportunity within our company to make sure this does not occur again. After full review of Ms. [redacted]’s account we have found that she was miss-quoted the 30% co-pay amount at set up. The co-pay amount was $33.63 instead of $31.48. The deductible amount was $78.50, therefore Ms. [redacted] was responsible for the total amount of $112.13.Ms. [redacted] contacted Apria on January 8, 2015 and requested a refund for he over charged amount. Apria received the explanation of benefits from United Health Care on January 9, 2015 and referred the deductible amount as Ms. [redacted]’s responsibility. Apria also made a small balance adjustment of $3.64. However, because of the refund that was processed in the amount of $71.33 on January 14, 2015, Ms. [redacted]’s account balance as of today is $71.33. We do apologize for any inconvenience and miscommunication this may have caused. As our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,[redacted] Billing Center Quality Specialist

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 have confirmed that supplies were shipped to you without confirmation from you. Because of this, you were billed $21.62. Due to this error,...

Apria is removing the charges from your account. Also, the customer service supervisor has provided the staff with retraining and coaching to ensure clients are contacted prior to shipping supplies.   Again, we sincerely apologize for any inconvenience r challenges this issue 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

We have confirmed that the patient paid $146.94 twice for supplies received February 12, 2016. A refund check of $146.81 has been issued dated September 14, 2016. Thirteen cents applied to his account and the balance has been cleared. The calls received are in regards to a new order shipped September 26, 2016 to obtain payment for deductible his insurance applied. We believe all appropriate steps have been taken to resolve this issue to the patient’s satisfaction.
 
Sincerely,
 
Apria Healthcare LLC

This company has contacted me and they have fixed the issue. Thanks!
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 confirmed that the patient was billed self-pay for oxygen received June 14, 2017. The patient’s son was informed that the claim would be submitted to insurance, however it would be up to them if they would retro the authorization. It has been confirmed that the insurance does not retro...

authorizations and a refund has been requested and should be received within two weeks. The representative mentioned in the concern only spoke with the patient to arrange for delivery and has been speaking with the patient’s son when calls were made, who has never had an issue with the employee. We do apologize for any inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely, Apria Healthcare, LLC

We have reviewed the account and confirmed that we billed from August 6, 2014 to January 6, 2015 for a cpap machine. The insurance paid through October 6, 2014, then began denying the claims due to the patient was not compliant with the usage requirement. Apria Healthcare billed the patient as...

self-pay for three months at a rate of $107.42. The patient’s father was told he did not owe the two balances because he had sent payments that were applied to the account. The final claim wasn’t billed as patient responsibility until June 25, 2015. His father called August 31, 2015 and the representative mistakenly informed him he did not owe the balance. It wasn’t billed back as patient responsibility until October 28, 2015. No other statement was sent to make the patient aware there was a balance due and was sent to an outside collection agency. Due to being misinformed and not receiving a final statement Apria Healthcare has removed the balance from collections. 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 account with assistance from our insurance team and confirmed that the patient received his CPAP machine on October 5, 2016 and signed our Sales, Service and Rental Agreement acknowledging he received the equipment as a rental item. After review of claims billed to UHC for...

dates of service October 5, 2016 through November 5, 2016 for the CPAP rental and supplies received claims were denied by the insurance as being applied toward patient deductible. Claims were also submitted to UHC for dates of service January 5, 2017 through May 17, 2017 for the CPAP rental and supplies received and were also denied by the insurance as being applied toward patient deductible. The monthly rental cost for the CPAP unit under UHC contract rate is $48.53. The equipment rental duration was changed in the system in error but has now been corrected to rent for only 9 months.  An adjustment was entered for the supplies patient stated he did not request and returned them.   The account does not reflect a refund due as payments made by him were applied toward his deductible. Patient can reach out to his insurance for assistance regarding the denial of the claims. 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:  Mr. [redacted] is requesting that Apria Healthcare inform his credit card company that it was their actions that resulted in him having to end service with them and is requesting an apology for all the issues encountered in regards to his account.   RESPONSE: We have reviewed Mr....

[redacted] account and confirmed that he received a CPAP unit on September 17, 2013. On September 25, 2013 Mr. [redacted] was contacted by one of our customer service representatives requesting secondary insurance information, clinical notes and his sleep study because the information was not on file. We obtained the information from the doctor on October 10, 2013 and contacted Mr. [redacted] to inform him that the supplies were in the process of being shipped. We obtained credit card information to secure payment for the order in the event the claims were not covered by the insurance. We received a fax from Lincare on January 14, 2014 requesting to transition Mr. [redacted] over to them but they had to obtain additional documents from us in order to complete the process. We processed the pickup of our equipment on March 11, 2014; therefore because of the delay claims for January 2014 were adjusted off and refunded to the insurance and claims for February 2014 and March 2014 monthly rental of the CPAP unit were not paid by [redacted] so no refund was processed. Mr. [redacted] credit card was not charged for any of those invoices. 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

We have reviewed the account with assistance from our management team and confirmed that the patient received her medical equipment on September 1, 2016. They also confirmed that the equipment was not processed at no charge. We submitted claims to the patient’s insurance for dates of service...

September 1, 2016 and September 13, 2016 for the wound therapy pump and claims were denied as being applied to her annual deductible. The invoices in the amount of $310.09 automatically rolled to collections due to non-payment and after being outstanding since 2016. It was also confirmed that patient returned the equipment therefore an adjustment was entered for dates of service October 1, 2016 through December 1, 2016 and the patient is no longer responsible for those charges. At this time, there are two claims pending payment from the insurance for dates of service September 1, 2016 for the medical equipment and supplies with no payment status at this time. The patient can reach our State Collections Services at 1-866-372-7141 for payment options for the outstanding balance with them for $310.09. 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 continued concerns. After another review of your records, we have confirmed you received the three (3) you requested at no charge on December 30, 2017. Also, we have confirmed you were recently contacted to discuss your concerns and you were satisfied with receiving the call.   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: Credit Card UnauthorizedResponse:Ms. [redacted] claim was billed to the insurance they denied her claim stating maximum benefit was met at that time Ms. [redacted] had a credit card on file with Apria Healthcare authorizing future charges. Collections/Billing Center ran credit card for charges not...

paid for by insurance. Ms. [redacted] has disputed charges with her bank therefore when request from the bank is submitted we will refund them the money. At that time balance will be then adjusted off as patient is no longer responsible for the charges. We apologize for any inconveniences this has caused.Sincerely, [redacted]

We have reviewed the patients account and confirmed that the account is currently in payor change status for verification for claims to be submitted to the insurance -Anthem for payment.  The balance for $90.00 that was placed with State Collections Services has been removed. Therefore, the...

patient is no longer responsible for those charges and the collection agency is aware that the charges are no longer valid to ensure its removed from your credit report if applicable. At this time, the account reflects a zero balance pending payments from the insurance.  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: Ms. [redacted] states that she received a concentrator and after finding out the cost would be returned the equipment. She is requesting to have the amount due pro-rated for the amount of time she had the equipment, so that she is not charged for the full month. She states that after she...

received a bill from [redacted] (Apria’s billing company) no one would assist her and she had to pay them to keep from being referred to collections.  RESPONSE: In researching the issues involved, we have confirmed that our records show the following in relation to the above-referenced Patient account. Apria rented a concentrator to Ms. [redacted] on December 30, 2014. At the time Ms. [redacted] had insurance coverage through [redacted]. [redacted]’s claims and payment processing are handled by [redacted] which acts as a claims administrator for [redacted]. Apria provides the equipment and supplies for [redacted] patients and submits claims to [redacted]. Apria does not bill patients directly, rather all patient billing is handled by [redacted]. Apria informs [redacted] patients that they need to contact [redacted] for any billing or pricing information. We apologize if Ms. [redacted] was not informed when she requested the concentrator be picked up on January 8, 2015 that the equipment would not be pro-rated. When the equipment is billed it is billed in a 30 day cycle and not by a daily rate. The concentrator was picked up on January 9, 2015. 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

ITEM # 1: Mr. [redacted] states that the issue is not resolved until he receives his refund check. RESPONSE: We issued Mr. [redacted] a refund check [redacted] in the amount of $29.50 on December 24, 2014 to the address on file. If Mr. [redacted] has still not received his refund check we request that he contact us to research the missing check. We apologize for any inconvenience this may have caused. Sincerely,[redacted] Billing Center Quality Specialist

We have confirmed that an adjustment of $85.66 was requested on May 11, 2016 to the patient’s account. The statement showing on epay.apria.com is dated May 04, 2016 and the new balance will not be reflected until next statement date of June 4, 2016. We have taken all appropriate steps to resolve the patient’s concern to his satisfaction.
 
Sincerely,
 
Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipment. After a review of your records, we confirmed that you were dissatisfied with the instructions provided to you on August 2, 2017 to correct a malfunction with your equipment....

As a result of your dissatisfaction, a scheduled appointment was made on August 9, 2017 for a technician to come to your residence. The technician assisted you with your respiratory equipment and determined the equipment was working properly.     Again, we sincerely apologize for any inconvenience or challenges this issued caused.   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.
As previously stated, the information was sent by Dr. [redacted] on three separate occasions yet Apria stated it was never received.  They never called Dr. [redacted] to advise her they didn't receive the information and waited until one of us called to check on the status.  During one phone call, Dr. [redacted] asked for a supervisor who gave her the name of [redacted] and said I would receive a phone call by day's end, it never came.  When I called and asked for [redacted], I was told they didn't know him.There is no way to convince me Apria is a reliable company, particularly dealing with healthcare.  As stated Dr. "*" has resubmitted the request to another provider and advised me she will never again deal with Apria.
Regards,
[redacted]

June 17, 2015 Revdex.com San Diego, CA Attn: [redacted] Dispute and Information Analyst Lead [email protected]: Apria Healthcare Inc: [redacted] Revdex.com Complaint ID#: 10608848 Dear Ms. [redacted]: This letter is in response to the complaint...

referenced above submitted by [redacted] to the Revdex.com. We apologize for any miscommunication on our part that may have resulted in this complaint. Below is a brief description of the complaint matter and our response. Item # 1: Ms. [redacted] states that she has corresponded with Apria Healthcare on several occasions in regards to the claims from January and February 2014 that were sent to collections. RESPONSE: After reviewing Ms. [redacted]’s account, it was determined that the invoices for January and February 2014 were not billed to the correct insurance for Ms. [redacted]. Being that we have past the timely filing limit with Ms. [redacted]’s insurance company, we have recalled the invoices from collections which will no longer reflect as Ms. [redacted]’s responsibility. 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