Apria Healthcare

We have reviewed patient account with assistance from our insurance team and confirmed that claims for dates of service June 9th, 2015 and July 9th 2015 were both denied in error by [redacted]. Claims will be
forwarded by B[redacted] to Health Comp for date of service June 9th, 2015 and date of service July 9th, 2015
it will take approximately 30-45 business days to reprocess that claim. Once the processing of claims are
complete with the insurance and paid any overpayments made by patient can be refunded.  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.
First off, the response was in reference to a Ms [redacted]. This person is in no way associated with me nor is the amount that was outlined in the response even close.Secondly, I called Apria regarding this matter, again. This time it was a 3-way call with Care Centrix, Apria and myself. The Apria representative lied and told us that the pulsox would never be purchased. She then hung up on us. The representative from Care Centrix apologized to me because he was also astonished with the way the representative from Apria behaved on the phone.
Regards,
[redacted]

We have confirmed that the patient received his Cpap machine November 11, 2015. Apria Healthcare does require a credit card to be placed on file to secure assets. The patient’s card was set up for automatic billing. The patient’s secondary insurance was not attached to the claims for the rental of...

the Cpap and supplies received, causing his card to be charged copays of $94.66 for supplies and rental of the Cpap for date of service November 11, 2015. Patient’s card was also charged $9.20 for December 11, 2015 for the Cpap rental. The secondary insurance has been attached and billed.
The patient was mailed a refund of $103.86 with check date February 18, 2016 and his credit card removed from automatic billing. Medicare require a face to face re-evaluation to be completed between the 31st and 90th day of usage to continue coverage.
Apria Healthcare did send the patient a letter dated December 31, 2015 to ensure required documents are received during the trial period for continued Medicare coverage. 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.
Hello,I filed a complaint, # ID [redacted] and I just wanted to thank you. The company sent me my new mask, I just received it yesterday. This was exactly what I was hoping for.Please close this case.Thank you very much,[redacted]

Re: Apria Healthcare LLC.: [redacted]Revdex.com Complaint ID#:  Dear [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: No answer on the 1 800 numbers and unable to get service to repair concentrator.  RESPONSE: We continue to make strides in improving our hold times by hiring more agents, and, as such, we are lowering those, “on-hold,” times. We understand that, “on- hold,” times can be frustrating. However, once you completed the call with us, the concentrator was exchanged the same day we completed your call. The order for the exchange of the concentrator was completed at 6:33 pm 06/01/2015. Thank you for your patience and understanding.  Sincerely,  [redacted] Branch Manager[redacted]

Item # 1:Mr. [redacted] states that Mrs. [redacted] received Breast Pump fromApria Healthcare. Mr. [redacted] stated that once the rental authorization termedthat they were contacted and requested to pay private pay for the equipment.Mr. [redacted] stated that he was informed that he would be billedmonthly for...

the equipment or he could return to the local branch. Mr. [redacted]stated that he offered a credit card and was told that they do not accept buthe would be billed the total monthly rentals when the equipment is returned.Mr. [redacted] states that approximately one month later, they began receivingtelephone calls requesting the return of the equipment.Mr. [redacted] states that the equipment was returned to the localbranch and is now receiving statements from a collection agency. RESPONSE:We have reviewed Mrs. [redacted]’s account and confirmed that theequipment was returned to San Francisco branch on April 13, 2015. We have alsoconfirmed that the amount of $1067.19 that was previously sent to ApriaHealthcare’s outsourced collection agency, [redacted], has been recalledand no longer Mrs. [redacted]’s responsibility. We apologize for any inconvenience this may have caused. Sincerely,[redacted]Patient Account Resolution Team Lead

We have reviewed patient’s account and confirmed that he received a CPAP unit and supplies from Apria Healthcare on February 9th, 2016. The equipment was setup as a monthly rental and the monthly cost was $77.65 and patient responsible co-pay amount was $14.88. Claims were submitted to the incorrect payor for the equipment rental resulting in claims being paid in error by the insurance. Payments were then reversed to bill the correct insurance. The insurance was refunded and patient payments were applied back to the account because claims were denied by the correct payor as being applied toward his deductible. The equipment prices are booked per contract under the patient’s insurance plan, therefore the CPAP equipment will not be charged at the same cost of the manufacturer. The patient has an open balance of $182.23 for dates of service, February 9, 2016, March 9, 2016 and July 9,2016 for his CPAP unit monthly rental and for supplies received that were denied by the insurance as being applied toward his deductible. As stated the patient, may contact our billing department for information regarding payment options to satisfy the balance. 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 told by two Apria employees that I owned the CPAP machine after I made the ten payments. The first Apria employee was on Feb 11, 2016, phone number 888 - 492-7742, name [redacted]. The second Apria employee at the Concord location said the same thing that after ten payments that I owned the CPAP machine that was just before I signed  the paperwork and picked up the machine. I feel that Apria is dishonest. Two of your employees said that the CPAP was mine after the tenth payment. My opinion is that Apria is an dishonest company and I do not want to have anything that they say is theirs. Apria should give up the ownership of the CPAP machine to me because their employees gave me the wrong information. My husband's last CPAP machine that he purchase through the insurance company and the medical supplier belongs to him.Next problem is that your Apria employee [redacted] said that she called [redacted] and that my copay was $14.88. I would have used a different medical device supplier if I would have known that Apria was going to charge me $15.46. I had called a different medical device supplier before I called Apria. Apria owes me $5.80.Next problem you over billed me 2 cents on each payment. If you over bill 2 cents on 1,000,000 transactions a month in each county then that nets you $200,000. Apria is a national organization under different names. How many transactions in each state do you do. I believe that Apria purposely overcharges their clients. This is not the first time that Apria has over billed me. It was 7 years ago and I believe it was about $1,500 that Apria had to refund me. It took about two years of fighting with Apria for the refund. I was told that Apria's computer would not reverse the charges each time. I was told that I did not owe anything. I was sent to collections several times. It was not until I sent a certified letter to the CEO of Apria that I was refunded the money. So you owe me 20 cents. I have attached the paperwork from [redacted] that shows that I was supposed to be billed $15.44 not $15.46.The wait time to reach an Apria representative on the phone is normally one hour. I should be reimbursed for my time. I called Apria, [redacted] Health Insurance and Capital One several times trying to fix this billing issue. I missed work because of the lengthy calls and had to use my vacation time for coming in late because of the calls. You should pay for my time lost at work that I had to use my vacation time. I also should be paid for the anxiety and loss of sleep that I suffered because this is the second time that this has been done by Apria to me. To call it even after Apria refunds the overcharges then just give me ownership of the CPAP machine.
Regards,
[redacted]

Item# 1:Ms.[redacted] stated that she paid the full amount of $811.49 that was due to ApriaHealthcare with check number 2245. She stated that she is continuing to receivestatements and collection call from Apria Healthcare for a balance of $64.94.   RESPONSE:We have reviewed Ms. [redacted]’s...

account and found that the fullamount of $811.49 was forwarded to the collection agency in error. Apria Healthcare has requested a recoupment from the outsourcedcollection agency toapply the amount of $64.94 to the balance that is currentlypending to clear the account balance. Weapologize for any inconvenience this may have caused. Sincerely,[redacted]Patient Account Resolution Team Lead

Item #1: Ms. [redacted] states that Apria charged her credit card for an amount that was paid by her house insurance and she was told she would receive a refund, but has not. RESPONSE: Ms. [redacted] called on February 9, 2015 and stated she needed a new compressor as hers had been lost in a fire and the...

home owners insurance would cover the replacement. Apria keyed an order for a self-pay compressor so an invoice would generate to be provided by [redacted]. On March 17, 2015, Apria received a check from [redacted] for the new compressor. Once the new compressor which had been ordered came in Apria contacted the patient/neighbor to set up delivery. The new compressor was shipped by FedEx on March 24, 2015. Ms. [redacted]’s credit card was on file as recurring for charges not covered by her insurance. The compressor had been set up as self-pay therefore the credit card was charged in error. Ms. [redacted] contacted Apria on April 28, 2015, regarding the credit card charge and the representative started the refund process and trying to locate the insurance check. There was an over sight regarding the check and we contacted [redacted] on April 29, 2015 and requested the void and reissue the check for the compressor [redacted] voided the first check and reissued the check in the amount of $861.08 on May 15, 2015. We were able to reach Ms. [redacted] on May 18, 2015 and obtain the full credit card number to issue the refund which was processed on May 19, 2015 in the amount of $861.08. Per the bank/credit card company it may take 1-10 days for the credit to show on the account. We apologize for any inconvenience this may have caused. Sincerely, [redacted] Billing Center Quality Specialist

We would like to apologize for the level of customer service you experienced.  During our review of your records, we confirmed that your hospital bed malfunctioned. On February 20, 2016, the necessary adjustments/repairs were completed on your hospital bed which is now functioning properly to...

your satisfaction.
 
Again, we sincerely apologize. Thank 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,

We would like to apologize for the level of customer service you recently experienced regarding your Durable Medical Equipment. After a review of your records, we have confirmed that the prescription for your Durable Medical Equipment was not ordered as STAT by your physician. Therefore, the order...

was processed normally with a 7-10 business day turnaround time. The branch representative was following company policy and we do apologize for any miscommunication that may have occurred.   Again, we sincerely apologize for the inconvenience or challenges this issue has 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

ITEM # 1: Mr. [redacted] is requesting a itemization of all payments and where they were applied, because he feels he is due a refund.RESPONSE: We have reviewed Mr. [redacted]’s account and found that his account has been reviewed multiple times by different representatives. Mr. [redacted] received...

a CPAP unit and supplies on June 28, 2011. Apria submitted claims to [redacted] per their contract which states the CPAP unit will rent for 10 months then goes into 6 month maintenance and service agreement, that would entitle the Patient to continued repairs and/or replacement of the equipment in the event of a malfunction. The CPAP unit rented from June 28, 2011 – March 28, 2012 and maintenance and service fee on October 28, 2012. Mr. [redacted]’s insurance changed in 2013 and Apria submitted claims to [redacted] per their contract for 13 months then converted to sale on February 28, 2014 at no additional charge. Unfortunately, the period relating to the [redacted] rental contract begins on the date coverage began with [redacted], because [redacted] does not, nor is it required to, to credit payments made by other Payors toward its coverage. We have mailed an itemized history of  Mr. [redacted]’s account to the address we have on file for him. We would request that if he does not receive the information within 14 business days to please contact us. 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

Tell us why here...Item # 1:  Patient stated that Apria Healthcare has double billed him for two months and is requesting a refund for those charges and for $221.00 that was also deducted from his account.RESPONSE:
We have reviewed patient account and confirmed that he received CPAP supplies...

on September 23, 2015 and at this time his account is setup as recurring to cover any charges not covered by the insurance. We submitted claims to [redacted] for the supplies he received on September 23, 2015 and for the monthly rental of his CPAP unit for September and claims were denied as being applied to his deductible. These are the following charges that reflect on his account:DATE OF SERVICE AMOUNTS CHARGED ITEM DESCRIPTION 9/12/15 $55.00 CPAP RENTAL9/19/15 $5.00 CPAP RENTAL9/24/15 $63.71 CPAP RENTAL/SUPPLIES10/15/15 $221.83 CPAP SUPPLIES10/17/15 $38.50 CPAP RENTALWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing and our management team is aware of excessive hold times and are implementing changes to improve the customer service that is provided to you.

Ms. [redacted] complaint is being processed by the legal department. The legal department does not have the response at this time.

Revdex.comSan Diego, CAAttn: [redacted]Dispute and Information Analyst Lead[redacted]Re: Apria Healthcare Inc.: [redacted] SPARKS, NV-[redacted] BRG[redacted]Revdex.com Complaint ID#: [redacted]Dear Ms. [redacted]:This letter is in response to the complaint referenced above submitted by Mr. [redacted]to the Revdex.com. We apologize for any miscommunication on our part thatmay have resulted in this complaint. Below is a brief description of the complaint matterand our response.Item# 1:Mr. [redacted] is requesting that Apria Healthcare submit a letter to his credit card companyand copy him informing them that we charged his account incorrectly.RESPONSE:We have reviewed Mr. [redacted] account and confirmed that he received his CPAP unit onAugust 1st, 2013 but the work order was not processed in our system until September 17th,2013. Mr. [redacted] information he stated he provided does not reflect that it was obtainedand placed on file until September 25, 2013 and when the information was obtained fromhis doctor the supplies were processed and shipped. We received notification from Lincareon January 14th, 2014 informing us of the transition to them and they were requestingadditional information to complete the process; therefore Mr. [redacted] equipment was notpicked up until March 11, 2014. Mr. [redacted] supplement insurance was billed for January2014 amount $78.97 and the amount paid was reversed off and refunded back to theinsurance on June 19th, 2015 and they can provide proof of payment to him.Mr. [redacted] credit card was charged $15.64 on October 30, 2013 for date service October17th, 2013 but was reversed off and refunded back to him on November 13th, 2013 becausehis supplement insurance was never billed. Mr. [redacted] credit card was also charged $15.64on February 24, 2014 because no payment was received from his supplement insurance.Mr. [redacted] credit card has been removed from file and will no longer be charged forservices.We do apologize for the miscommunication as our goal is to ensure customer satisfaction aswell as accurate billing.Sincerely,[redacted]Billing Center Quality Specialist

We have reviewed the patients account and confirmed that he received supplies on January 2, 2018. At the time the order was processed the patient provided his credit card for payment and was charged in the amount of $40.77 for his copay and the card was attached to the invoice. We submitted claims...

to his insurance plan for payment and claims were denied as being applied to his deductible leaving patient responsible for the charges of $203.88 that was applied to his credit card. The credit card has been inactivated as recurring to discontinue automatic charges to his account. His account balance currently is $115.82 for date of service June 27, 2017 for supplies received and denied by [redacted]. It is being applied to his deductible and there are no currently charges placed with collections. We contacted the patient also to reach full resolution and was requested to contact him later in the week. 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:  No longer able to contact her local office directly.Item # 2:  Issues ordering supplies from National Refill DepartmentItem # 3:  Oxygen delivery not made when promisedItem # 4:  Rudeness of Customer Service Rep from Oxygen Refill Department RESPONSE  Item...

#1: Customer Service Supervisor has contacted Mrs. [redacted] and has explained the new phone system, as well as how to contact the local team in Hawaii. Item #2: Mrs. [redacted] has been advised, as her son is not on CPAP therapy, she does not need to contact the National CPAP Refill Department and that her vent and trach supply orders would be placed by contacting the local Hawaii team. Item #3: The cylinder resupply orders were entered for the 20th & 23rd, however were improperly routed and the driver never received the order.  The issue has been corrected and we apologize for the delay in delivery.  Any possible future delivery issues can be directed to the local Hawaii team and unscheduled cylinder refills can always be picked up at the Hilo location during office hours. Item #4: Followup coaching has occurred to ensure education regarding customer interaction is professional and courteous in every call leaving no room for misunderstanding or concerns to develop.  Sincerely,  [redacted] Customer Service Supervisor

Item # 1:  Ms. [redacted] stated she would like to receive all her money paid for double billing and for her account to be corrected for charges that are still outstanding.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that she received a CPAP unit and CPAP...

supplies from Apria on August 22, 2014. At this time Ms. [redacted] signed our Sales, Service and Rental Agreement authorizing her credit card to be placed on file for any charges that are not covered by insurance. The charges paid by patient were for dates of services August 22nd, 2014 through December 22, 2014 and they reversed them off on February 10th, 2015 and a refund request was submitted for those amounts to be received in check form.  The last billing date on Ms. [redacted] account was date of service December 22, 2014.   I have removed all outstanding balances in collections and Mr. [redacted] is no longer responsible for those charges. At this time his account reflects a zero account balance with a claim pending under the insurance for $26.32 for date of service 9/22/14 for the CPAP unit rental before the equipment was picked. 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 would like to take this opportunity to thank you again for taking the time to convey your continued concerns to us and to apologize for any miscommunication on our part that have resulted in your complaint.   After another review of your records, we have confirmed with our Sleep Management Center supervisor that you have been removed from any further communication from Apria including, telephonically, texting, email and postal mail.    We again 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