Apria Healthcare

I have never seen such uncalled for aggressive bill collection practices. This company should be reprimanded. Before going on vacation out of state, I checked to see if I had any bills that needed to be paid around the first of July. I left the state on June 28. Starting July 1, I began receiving multiple calls a day from Apria Healthcare stating that I owed them money. I had received no invoice from them. Each day I was out of town, the calls became more frequent. They filled up my voicemail box. My return home was delayed by sickness. When I arrived home on July 24, I found I did have an invoice from this company. This invoice is in the amount of $47.58 and does not list what this amount is for. It just says "deductible" This invoice which did not arrive at my home until the last days of June or early July says the amount is due on July 8,2015. The invoice shows no past due amount. The balance is in the 0-30 day category. Why was my vacation ruined by multiple collection calls before the bill was even due? I think they are unhappy because I will not give then a credit card that they can put charges on at will. Not happening. This is so distressing that I want to talk to my sleep doctor about switching to a different company for my CPAP supplies.

We would like to apologize for the level of customer service you recently experienced. After a review of your records, we have confirmed Apria has not received the required documentation of the signed Electronic Sales and Service Agreement (eSSRA) resent to you on 10/17/2016. Once Apria receives the...

required documentation (eSSRA), your account will be updated and the equipment will be shipped.
 
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] states that they received equipment on February 28, 2014 while Mr. [redacted] was in hospital.A payment was provided upon delivery in the amount of $36.00.Mrs. [redacted] states that they received another bill in November 2014 and was informed that the amount was refunded in August of...

2014 to patient; so she sent another payment of $36.00 to Apria Healthcare.Mrs. [redacted] is requesting that the amount that was sent to collection agency be recalled from their credit report. RESPONSE:After full review of Mr. [redacted]’ account, we have confirmed that two payments were made in the amount of $36.00.A refund was sent to Mr. [redacted] due to the overpayment and we have confirmed that the balance in collections has been fully removed. We apologize for this error and have sent a request to our outsourced collection agency to communicate the credit bureau to remove from Mr. [redacted] credit report.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,[redacted]Patient Pay Management Center Lead

Item # 1:Mr. [redacted] states that he has made multiple attempts to correct the billing issues that he and Mrs. [redacted] have had. Mr. [redacted] stated that he has send explanation of benefits in from his and his wife’s secondary insurance, [redacted]) and received no response by phone or in writing. He...

also stated that he has invested hours on hold while trying to contact our billing department. RESPONSE:After reviewing both accounts for both Mr. & Mrs. [redacted], it was confirmed that the documentation sent in was received & worked on September 30, 2014 and again on February 6, 2015. We do apologize that the actions taken on your account were not properly communicated to you & will be addressing as training opportunity with the representatives who have previously worked on the accounts mentioned. The following was determined for both accounts: For Mr. [redacted]’s account: The balance of $17.95 for date of service May 27, 2014 that was previously billing to him has been placed back under his secondary insurance [redacted]. In regards to the $2.95 for date of service May 7, 2014, this amount was adjusted as small balance adjustment. For Mrs. [redacted]’s account- For the balance of $9.45 for date of service August 19, 2014, this amount was also adjusted due to difference in allowable amounts between [redacted] & [redacted].For both accounts, there is currently a $0.00 balance. We apologize for any inconvenience this may have caused as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,[redacted]Patient Pay Management Center Lead

Revdex.com:
[redacted] at Apria did acknowledge that the delay in payments posting was a problem on their end with their systems not talking to each other and that they have been aware of the problem for some time.
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.
 I am not satisfied with this at all.  Yes, they did refund my money, but it took me a week and numerous phone calls to get anyone with Apria Healthcare to help me. Apria's customer service represenatives just pass you around and do not solve the problem. I am sure I am not the only person this is happening to. In my opinion, I feel Apria Healthcare is cheating people by having charging you for more than you ordered, deducting it from your account and having represenatives to pass you around, thinking you will give up on getting the money back. I honestly feel this is intentional on Apria's part and in my opinion, Apria is not a reputable business.
Regards,
[redacted]

Item # 1:Ms. [redacted] states that the supplies were returned and she wants the account balance clearedASAP.  RESPONSE:As we explained in our first response, Apria is not billing Ms. [redacted]. [redacted] is billing Ms. [redacted] and we have informed them that the supplies were returned and they are in the process of having her account balance corrected. We apologize for any inconvenience this may have caused.  Sincerely,[redacted]Billing Center Quality Specialist

Item # 1:  Ms. [redacted] stated she contacted Apria Healthcare to make payment arrangements for her remaining balance and was placed hold and would like to speak with a representative to complete that process and does not want any collections.     RESPONSE: We have reviewed Ms. [redacted]...

account and confirmed that her payment of $146.78 applied to our system in three payments August 13, 2015 through August 21, 2015. At this time Ms. [redacted] account reflects an outstanding balance of $260.81 for date of service May 30th, 2015 for the remaining balance due after insurance payment for the purchase of her CPAP unit. Ms. [redacted] can contact our Billing Center at ###-###-#### to set up a payment plan for the balance. 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 confirmed that November 20, 2017 the patient had a balance of $489.45. He agreed to have $97.89 taken from his account starting December 5, 2017 for the balance due and enrolled in auto pay. The insurance applied a deductible to the pending claims for March 28, 2017 through October 3, 2017...

causing the balance to increase and his auto pay to run for $327.11 on December 2, 2017. The patient requested to have all payments stopped on December 4, 2017 and payment arrangement was canceled, however auto pay was still attached and charged $77.65 on December 7, 2017. The patient may provide proof that the charge from December 7, 2017 caused the overdraft to be reimbursed. His card has been removed from the system to prevent any future billing. He spoke with our representative December 7, 2017 who explained billing and offered to provide an itemized statement. 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.
It was explained to the...

patient February 04, 2016 that if insurance changes it will change the pricing and rental contract - I was never told the contract would reset, I was told I would continue to make payments on the machine.  They need to be more forthcoming with information that payments will reset if you switch providers.  Also, Apria called my insurance provider but my insurance provider said while they have record of a call with an inquiry that Apria never submitted a claim.  I will wait and see what happens with the current claim to see if it is filed by Apria, as I see no reason why it should not be accepted.
Regards,
[redacted]

The equipment is billed based on possession not usage. The patient received her equipment September 08, 2015.  Insurance was billed a total of $112.00. Patient paid a co pay, insurance processed the claim and didn’t make payment due to her deductible not being met making her responsible for full amount. Before picking up equipment a respiratory therapist contacted patient September 15, 2015 concerning any issues she may have with her equipment, at that time the patient declined home visit, said she was not using the equipment, and will call when she was ready for pick up. Apria was contacted October 13, 2015 for pick- up with work order being completed October 19, 2015. Unfortunately a credit would not be feasible, patient is responsible for one month rental and insurance did not pay. We do apologize for any inconveniences this may have caused.

We would like to apologize for the level of customer service you experienced. During a review of your records, we determined the delayed in delivering the respiratory equipment was due to not having all the necessary documentation required as per Medicare guideline. Also, we confirmed the order for...

the respiratory equipment was canceled at your request on 5/2/2016.
 
Again, we sincerely apologize for any challenges and inconvenience this 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. This also allows us to provide additional training and coaching for the staff, 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 10577018, and find that this resolution would be satisfactory to me in that my account will be cleared.  However, Ms. [redacted] still does not have the facts straight.  She will find that 1) Apria invoiced me for $811.49 which included the $64.94 and I paid the total of $811.49 directly to Apria; and 2) in the meantime, Apria did NOT send $811.49 for collection, but sent $746.55 for collection which excluded the $64.94, and 3) I explained to the collection agency that I had paid the full $811.49 directly to Apria which they verified to be true.  I will wait for the business to clear my account and close it, and if it does, will consider this complaint resolved.
Regards,
[redacted]

Re: response to message complaint #[redacted]@yahoo.com>Apr 7 at 3:10 PMTo Revdex.comDear [redacted] of Revdex.com Thank you for helping with my complaint case #[redacted]. I received the response from the business I'm complaining about via your email. I did notclick accept or decline as another issue has developed. After my initial complaint I started some research on the internet and found that the verysame CPAP equipment is available directly from the manufacturer and other distributors in the price range of $820 to $883 including all the accessories. As stated in my original complaint Apria Healthcare has received over $900 from me and$803 from my insurance...a total of $1700 plus.  Given that Apria is a distributor with the ability to purchase goods at wholesale,their estimated cost of $400 to $450 marked up to the amount they have charged me and my insurance hasgiven them an INFLATED PROFIT of more than triple the wholesale and over double the retail ofother sources.Along with all the other details of my original complaint this makes the whole Apria issue evenmore disgusting.At this point I am expecting a refund that places my purchase in the same range as offered bythe manufacturer (Resmed). With the refund I request a letter/statement confirming payment is in full and the account is totally satisfied and closed.As stated in my first report, Apria must contact me via my email. [email protected] phone calls.  Revdex.com may forward this email to Apria and add to the ongoing communications  of this case.Thank you Revdex.com for your excellent service,
[redacted]

After review of the account, we were able to confirm that the invoices on file have been paid in full by the patient’s insurance. There are no outstanding amounts showing due or anything showing sent to an outside collection agency. There are no balances showing on file that need to be rebilled or corrected at this time. We apologize for the inconvenience and any miscommunication on our part.   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 confirmed that our Customer Service Manager recently spoke with your spouse regarding your experience with our customer service staff. Also, the Customer Service Manager did confirm there was a problem with the respiratory equipment and provided assistance which resolved the issue. He also provided his direct contact information for any future concern.   Again, we sincerely apologize for the inconvenience and 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

We have reviewed patient account and confirmed that patient received CPAP supplies on March 1st, 2016 and her credit card was charged on that day in the amount of $28.03. The payment posted to our system on March 8th, 2016 because when the payment is processed it does not post to our system until we...

received payment from the credit card company. In the process of the payment being posted to our system a statement generated on March 7th, 2016 and was sent out to patient. Therefore patient sent a check for $28.03 which applied to our system on April 1st, 2016 and a refund was never processed to patient for that amount because the insurance denied payment for the claim dated March 1st, 2016 for the CPAP supplies as being applied to patient deductible and the payment was applied to that invoice. At this time patient has an outstanding balance of $182.57 for that date of service as stated the claims were denied as being applied to her deductible. 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] stated she would like Apria Healthcare to discontinue calls to her and adjust $41.77 that she is receiving a billing statement for.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that her open balance of $41.77 has been adjusted off as of August 21st, 2015 and is no longer valid. We have also submitted a request to remove her from our auto dialer system to discontinue calls to her. 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

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.
Dear [redacted],This email is in regard to Complaint ID #[redacted], which I recently filed against Apria Healthcare.In Apria's response on December 1, 2015, it stated it would both adjust my account balance of $344.01, as well as issue refunds for the $258 and $150 charged to my credit card in July.I am getting in touch, as Apria has adjusted my account balance, but has not issued refunds.Please let me know any further information required from me.Sincerely,[redacted]