Apria Healthcare

The patient had a balance of $161.72 which included $89.80 from July 29, 2015 for cpap mask and $71.92 August 12, 2015 for rental of cpap. The insurance denied claims and the patient were sent statements February 20, 2016, March 21, 2016, and April 20, 2016 for the balance due. The patient called...

and paid the balance of $71.92 on May 10, 2016, however the payment didn’t post in Apria’s system until May 19, 2016. The balance was turned over to collections on May 14, 2016 before payment posted and the insurance also reprocessed claim and paid June 07, 2016. Upon review of the account, the patient was not eligible to receive the mask July 29, 2015. For these reasons Apria have removed the collection balance and requested a refund of $71.92. After speaking with the patient, she indicated that she paid $89.80 to collections. The patient was advised that the agency could refund her for payment made since the balance had been recalled. 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]

We have currently been providing [redacted] approximately 50 tanks every other week.  We have also ask Kaiser Permanente for an updated prescription for our records.

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]

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 November 20, 2014, BCBS has not processed the alleged claim that Apria submitted on October 21. I have contacted BCBS to find out the status of the Apria claim. I will advise you once I have heard from them. Thank you Provide details of why you are not satisfied with this resolution. 
Regards,
[redacted]

Item # 1:Ms. [redacted] stated that her issues with Apria Healthcare began in September 2014 due to prior authorization not obtained. Ms. [redacted] states that she went through the district office for her insurance & they informed her to have Apria Healthcare resubmit the...

claims.   RESPONSE:After reviewing Ms. [redacted]’s account, we sent multiple request to the insurance company and also filed an appeal pertaining to the authorization. We requested a retro-authorization for the claims from September 16, 2013, October 16, 2013 & November 16, 2013.In regards the claims that have been sent to collections, a 30 day hold was placed on the account in collections on February 2, 2014.Ms. [redacted]’s account has been elevated to our insurance billing team to check on the status of the authorization and communicate with her insurance company. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,[redacted]Patient Pay Management Center Team Lead

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 was diagnosed with Obstructive Sleep Apnea in July of 2017 and started on a CPAP. At the time, I had Medica insurance. Our insurance switched to BCBS on September 3, 2017. I changed my insurance information with Apria online through my online pay account. I never got a phone call, email or letter that they did not have my new information. On 9/9/17 Apria called and left a voice message and literally stated "we were just checking to see if you are having any issues with your cpap machine. Please call us if you are." There was no notification that they did not have our new insurance information or that there was an issue. Apria claims that I didn’t not give them complete information- I entered this information online and in a phone call to their customer service on 9/25, as the money was pulled on 9/21 and I immediately called them to figure out this situation. Without contacting me or my wife (the insurance policy holder) for the needed information, they withdrew $1027.55 from my checking account, claimed that I was now a self-pay patient who did not have insurance, and therefore had to pay for the CPAP. When I called them on 9/25 they said they had my insurance, would contact BCBS, would send me an itemized statement and would try and reverse the sale. I did not hear from them for three weeks. When my wife finally was able to get through to someone (we waited an average of 35-50 minutes on hold to get through to speak to someone) on 11/06/17, they stated that none of those things had been done, none of those things could be done and the sale was final. My wife finally got [redacted], the customer representative from Tennessee, to mail us a statement to try and recoup the cost through our insurance provider. It took six weeks to obtain an itemized billing statement. None of this is acceptable. You must contact a consumer before pulling $1027.55 from their account. Until we received the itemized bill on 11/09/17 we didn't even know what the charge was for. And even then it just says "CPAP system" which only retails for $800 on their website. If Apria does not reverse the charge, and submit the claims to our new insurance, we will continue with legal action.
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.
Hi [redacted],Thanks for your help once again. The company never resolved the issue even though they said from their last response dated Feb. 5th, 2015, that they had initiated the refund process. As of today Feb. 25, 2015 I have never received any refund. 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.Apria admits that they made a mistake in their billing process but it's on the consumer to correct the issue?  That does not resolve my complaint in a anyway.  Apria also don't want to acknowledge that all of this was done during my current deployment.  They should contact the collection company and correct the issue. 
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 patients account with assistance from our insurance team and confirmed that patient has changed insurance plans several times. The rental episodes restart with every change in insurance plans as we have to bill according to the insurance contract agreements. After review of the...

account they also confirmed that patient balances are correct. The purchase price was met per contract with final insurance BCBS IL on April 28, 2016; however, there are still two denied claims for this plan. Once the balance is paid and the remaining two dates of services under patient BCBS IL policy are approved and paid by patient will then own the equipment. The total outstanding invoices for patient copays and deductibles due are placed with State Collections Services is $2, 267.86 and they can be reached at 866.372.7141 for payment options. For additional questions or disputes the patient can contact his insurance to appeal with them directly. 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.
I was contacted by the company who told me that the only record of conversation they had was my initial call and the call in January. The second call when I was contacted by an Apria Healthcare representative and I rejected the nebulizer that converseration cannot be found. I was also told by person who called they he was going to looked into it, judging from his respond he never did. I spoke to my insurance company who said that I don't owe anything as it was taken from my deductables. My Insurance  company also advise me to file a claim with Consumer Reporting Agency, after I explain this issue. Based on the information I received from my Insurance Company it seem that Apria file a cliam with my insurance company after I refused to pay. My complaint is based on principle and how these healthcare agency can manipulate the system for their own benefit. If a customer refuse to pay for an item in the initial call, why do you still proceed to process the order and now when its time to admit they were wrong that recorded conversation is not available.I have never received a bill from my Insurance company only bills from Apria Healthcare, therefore if  I don't owed Apria Healthcare why are they sending bills and why did they send it to collection? 
Regards,
[redacted]

Mr. [redacted], Apria's Billing Center Quality Specialist [redacted] R [redacted] on August 25, 2015 faxed the requested invoices to [redacted] and will mail you a copy as well.  Thank you for using Apria Healthcare for your healthcare needs. Best Regards,  [redacted] Physician & Patient Relations Apria Healthcare Corporate   ?

We would like to again apologize for the level of customer service you recently experienced. During another review of your records, we confirmed that you were contacted regarding the outstanding insurance claims which have since been resolved. Also, a customer service representative attempted to contact you to schedule an appointment to receive your respiratory equipment.
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: Customer’s Statement of the Problem: I contacted Apria on March 2 to place an order, I was told I need authorization from my medical group. I was told by my physician that the authorization was sent to Apria March 4. I contacted Apria yesterday at 4 45 PM and was in the call center queue...

for 35 minutes before someone answered, the agent then said she had to check the warehouse, I was placed on hold for another 20 minutes and she said she would send email to a supervisor at the warehouse who would contact me last night. I did not receive an email or phone call last night as promised. I then called the call center this morning and the agent said the order never was processed and would be sent today. She had no explanation on why the order wasn't completed. As a CPAP user, each day without proper equipment is critical to a good night’s [redacted], yet it took me to call them to find out why the order was delayed. This is highly unprofessional and requires a review of the call center, warehouse and order processing.Complaint Background:Product/Service:Purchase Date: 3/4/2015Problem Occurred: 3/11/2015Model:Account Number:Order Number:Talked to Company: 3/11/2015Talked to Company (2nd): 3/12/2015Desired Settlement: A review by Apria management on the lack of customer service provided anda review of their ordering process.RESPONSE: Apologized to Mr. [redacted] for the long hold times and the delay of his PAP supply order. The authorization was a requirement for his supplies. He did receive part of his supplies on March 13, 2015 and the rest arrived March 16, 2015. Apria’s shipments typically will arrive in multiple packages. Mr. [redacted] does now have all his supplies as he has requested. The additional concerns of long hold times and delays in processing his order will be addressed within the management staff of [redacted].Sincerely,[redacted]Supervisor SMC/HST

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]
P.S.Apria's Responce is bs. The doctor obtained pre approval because apria would not release the medical device without one. The fact that they have poor filing skills and can't keep track of it is not my responsibility. They are also lying about speaking with my insurance, as my insurance expressed today that they have been actively trying to reach them with no success. My insurance also expressed they they have 1 year from date of service to submit the claim, so their statement about them not willing to retro actively pay for the services is also bs. They are the only ones that would be able to provide rental agreements and warranty information. So please do your work, submit the proper information so that my insurance can do their part and pay!

Item # 1: Customer is requesting a return call and an appointment to check his equipmentRESPONSE:Mr. [redacted] contacted Apria on June 18, 2015 requesting an appointment for an equipment check. The appointment was scheduled with an Apria respiratory therapist on June 25, 2015 at 2:00 p.m. at our...

Lincoln Park, New Jersey location. On June 24, 2015, Mr. [redacted] contacted Apria to reschedule his appointment. A respiratory therapist appointment was rescheduled for June 26, 2015 at 9:00 a.m. Mr. [redacted] did not show up for this appointment or contact Apria to cancel/reschedule. The respiratory therapist has made multiple attempts to contact Mr. [redacted] regarding his missed appointment; voice mail messages were left on July 2 and July 7, 2015 with no return call. At this point, no further action can be taken by Apria until Mr. [redacted]’ s contacts Apria and his appointment can be rescheduled. Apria strives to meet customer needs and provide quality customer service to our customers. Sincerely, [redacted]Escalations Desk Manager

We have confirmed that the patient received cpap supplies October 19, 2015, in which the insurance denied the claim for all items. Supplies can be returned for any reason if un-opened and within thirty days of receipt, however the patient initially called March 14, 2016 in regards to billing and...

supply return. He was explained our thirty day return policy in which he refused to pay the remaining balance of $155.28 and upon speaking with us on May 25, 2016 he was advised that the balance will be sent to collections if unpaid. The patient will be responsible for supplies received due to attempts for return of supplies were months after receiving them. We believe all appropriate steps have been taken to resolve this matter.   Sincerely, Apria Healthcare LLC

Item # 1: Consumer Rebuttal: 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.The response still does not explain why on March 4 when Apria received authorization, the order did not ship, it was only when I called to inquire on March 11 that they realized the order was not processed, then it was shipped. Regards,[redacted]  RESPONSE: Unfortunately Apria had an internal delay with this order and will continue to improve delivery times. These will improve with directives given by management staff of constant coach of all agents. Sincerely,[redacted]Customer Service SupervisorApria 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]