Apria Healthcare

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 have billed another amount for $on August 7th through online billing and have no idea what this is for? This certainly isn't to purchase the device, otherwise I could understand the charge Plus during my correspondence with Apria I found out I have been charge for certain types tubes that were not order and never receivedApria need to figure how what they are billing me for and deliver I believe all there is left for me to do in pay for the device yet that has not been done, instead mystery charges like on the August 7th show up 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.I am sorry for the delayI was in fact contacted by Apria Rep stating that mistakes had been made in the billing of Insurance and that it had been corrected and refund should show on next billing statementHopefully I will see that when I receive next statement...Thank you So Much for your assistance [redacted] ***

ITEM # 1: Ms [redacted] states that Apria is billing for equipment that was picked upShe states that Apria keep’s calling and sending a driver to pick up the equipment that was returned on September 16, Ms [redacted] state that she has made repeated phone calls to have these issues corrected, however they have not been RESPONSE We have reviewed the account history and found that Apria delivered a phototherapy light and other phototherapy equipment on September 9, Apria picked up all of the equipment on September 16, 2014, however the phototherapy light did not get picked up out of the systemTherefore it continued to bill on October 9, Apria picked up the phototherapy light from the system on October 29, 2014, and keyed an adjustment for the October 9, date of service charge We have confirmed that Ms [redacted] was charged the correct 15% co-pay amount of $for the September 9, date of service on the phototherapy lightThe other phototherapy equipment was placed at no charge in the system and was not charged to Ms [redacted] or the insuranceApria did charge the correct amount for the September 9, date of service for the phototherapy light and as of today the claim is pending with the insurance in processing the claim We have requested and verified with automated dialer representative that Ms [redacted] ’s telephone number has been removed from our automated dialer system We thank Ms [redacted] for bringing this to our attentionWe believe that we have taken all appropriate steps to correct this problem and apologize for any inconvenience this may have caused Sincerely, [redacted] Billing Center Quality Specialist

We would like to again apologize for the level of customer service you experiencedAfter another review of your records, we confirmed that the Licensed Respiratory Therapist spoke with the patient on 11/4/and was able to trouble shoot the equipment which is now functioning properly at this time We greatly appreciate you for taking the time to bring your concerns to our attentionWe 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 the patient’s account and confirmed that his insurance has been added to the account and is currently in verification status so claims can be submitted to themAll payments made by patient in the amount of $for dates of service January 27, 2017, January 30, and February 27, have been reversed off as of May 25, and is currently in the process of being refunded to him in check formWe do apologize for the miscommunication as our goal is to ensure cus***er satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

Item # 1:Mr [redacted] stated that he contacted Apria Healthcare to confirm that Apria was working with his insurance companyMr [redacted] states that he was told that Apria Healthcare does not work with his insurance companyMr [redacted] contacted Apria Healthcare a couple of weeks later to check the status of his supply order & was then informed that he had been provided incorrect information previouslyMr [redacted] states that he has spoken with several supervisors & is not able to obtain clear explanation of why he is being billedRESPONSE:After thoroughly reviewing Mr [redacted] ’s account, it was confirmed that Mr [redacted] received CPAPSupplies on February 24, Apria Healthcare submitted the claim to Select Health on February 25,in the amount of $Apria Healthcare received response from Mr [redacted] ’s insurance onMarch 7, showing that they processed the claim and informed Apria Healthcare that they were applying the amount of $toward Mr [redacted] ’s deductibleIf Mr [redacted] is disputing the response from Select Health for the February 24, claim, he will need to contact his insurance companyWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] Patient Pay Management Center Team Lead

HelloI am writing to cancel the above referenced complaint ( # [redacted] ) as it has been resolved with the company at this timeThank you for your help with this issue 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 [redacted]

Item # 1: Patient’s bed broke and was not exchanged until the followingevening causing him pain and discomfort.Response: Apria Branch Transportation Supervisor reviewedthe patient’s file and provided the following timeline of evens4/ [redacted] called to inform Apria the patient's bed was not working and needed tobe exchangedAn exchange work order was created as a same day.4/ [redacted] called back to see where the technician was since he had notarrived yet and was given an ETA of 2015-2130.4/Technician arrived to exchange bed but was unsuccessful because thepatient was sleeping.4/Dispatch pushed the order through as a same day after reviewing the noteson the work order from the previous evening.4/ [redacted] called back to inform Apria that we did not show up at the given ETAand spoke with Customer ServiceCustomer Service noted a Time Window of 1700,but the time window did not transmit to [redacted] Center.4/Technician completed the stop @ which was hours after the TimeWindow provided to ***.We do apologize for any inconvenience or miscommunication asour goal is to ensure customer satisfaction Sincerely, [redacted] Sacramento CA Transportation Supervisor

ITEM # 1: Mrs [redacted] is requesting that Apria correct the billing system and hire more staff to handle the phone and email inquiries RESPONSE: We spoke with Ms [redacted] regarding Mr***’s account on November 20, We went over the delay in the payments posting causing the next statement to show previous balance dueWe discussed moving the statement date to the 16th of each month to allow the payment made on the first of each month more time to post to assist in resolving the issue We discussed our hold times and Apria’s plan to make improvements on these issuesMs [redacted] has a direct Apria representative’s phone number if she has any issues with Mr***’s accountWe apologize for any inconvenience this may have caused Sincerely, [redacted] Billing Center Quality Specialist

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 $that was placed with State Collections Services has been removedTherefore, 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 applicableAt 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

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] Apria Healthcare is negligent of failing to inform me of the face to face requirement prior to the sleep studyI was not aware of the requirement, nor was my doctor

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 malfunctionedOn February 20, 2016, the necessary adjustments/repairs were completed on your hospital bed which is now functioning properly to your satisfaction Again, we sincerely apologizeThank you for taking the time to bring your concerns to our attentionWe 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,

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

ITEM # 1: Ms [redacted] states that she spoke with an Apria representative who informed her that she could use the November certification to resubmit the previous billing for the months of April to currentShe states the representative also told her that she would reimburse her credit card for the November charges as Apria did not have permission to charge her accountMs [redacted] states her son spoke with me on the same day, which explained that she would need to file an appeal with Medicare with the documentation that Apria was unable to obtain from the physicianMs [redacted] states she is still very unclear as to whether this will be taken care of because two different Apria employees gave two different responsesShe states the problem has always been with Apria and its Apria employee’s job to get the documentation even if they have to call every day numerous timesRESPONSE: As we explained in our first response, we tried to obtain the needed documentation from the physician multiple timesHowever, we were unable to obtain the documentation until November Apria works to obtain the needed documentation and bills the patients insurance as a courtesyWe explained to Ms [redacted] what was needed before Medicare would pay and even provided her with documentation that did not qualify as she was going to see the physicianWe listened to the call that Ms [redacted] ’ referred to in her complaint***, informed Ms [redacted] that we needed the recertification in order to bill the insurance for the April – November claimsWhich we had not received and did not know if the insurance would cover the claims if we received the documentation nowThere was nothing stated in the call regarding a refundOn the call with Ms [redacted] ’s son, I did explain that the patient could file an appeal on her behalf with Medicare, as we had not been able to obtain the qualifying documentation until November The doctor’s office is saying they sent the documentation to Apria, however, the documentation did not qualify per Medicare guidelinesIf the doctor ‘s office can provide documentation to Ms [redacted] that qualifies per Medicare guidelines, then I would suggest she file an appeal, however Apria never received that documentationAs for Apria not having authorization to charge Ms [redacted] ’s credit card, we have a signed Sale Service and Rental Agreement (“SSRA”) with the credit card information provided by Ms [redacted] When Ms [redacted] provided the credit card on the SSRA, she authorized Apria to automatically charge any co-pay, deductible or out of pocket not covered by the insuranceSincerely, [redacted] Billing Center Quality Specialist

Please provide patient's name and address Thank you, Apria Healthcare LLC

After further review of Ms [redacted] daughter account we have converted her oximeter pulse to a purchase as of October 7th, and the equipment will no longer bill as a monthly rental as she now owns the equipmentAt this time the account reflects a zero balance and she is no longer responsible for any chargesWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, [redacted] ***Billing Center Quality Specialist

We have reviewed patient account and confirmed that he made payment in April but the payment was applied to the incorrect account in errorWe are in the process of refunding patient for the overpayment made in the amount of $as of September 12th, and patient should receive the refund check within two weeksAt this time his account reflects a zero balance as an adjustment was entered for the outstanding balance of the $on the account and patient is no longer responsible for that chargeWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely Apria HealthCare LLC

We have confirmed that the patient returned the equipment October 28, with no new billing to generateThe patient does have a balance of $for dates of March 10, through October 10, All co-payments due were paid, however, the payments were reversed as a take back from her bank and or credit card company on March 15, causing the balances to regenerateThe dates of service August 10, and September 10, insurance portion was adjusted therefore we adjusted the patient’s copayments of $for each date and the final balance due is $We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare LLC

I was getting my CPAP supplies from Apria Their billing is unintelligible and often wrongOne day I had to spend SIX HOURS on the phone with them and my health plan - my medicare advantage health plan is trying to resolve the dispute on my behalf but so far has had no success AND this is not the first problem I've had with themThe bills provide no clear detail - I cannot know how much I'm paying for what When I ask for a detailed invoice I get a sheet that is also very difficult to interpret and reconcile to the billing statement There is no transparency with this company I am working very hard to avoid having to deal with them in the future, but reviews I see of other companies available on my health plans don't inspire hope Sigh

Revdex.com:Apria should listen to the recorded call from January 5th where the representative explained that this was billed in December not from January 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] ***