Apria Healthcare

Hi [redacted]. The below response has nothing to do with the new issue that I have with Apria. While their customer service continues to be awful, my main concern is the fact that I have been paying over $77 a month for a CPAP machine that my insurance says is 100% covered. The previous complaint (3/2017) had to do with customer service and billing which is different than my current complaint. My current issue is - I would like my $468 refunded for payments I made from January until June, 2017.  I'm not sure what those payments were for, Apria was never able to tell me either by phone or in writing. Please contact me if you need additional information. Thank you very much for your assistance with this matter.  Sincerely,
[redacted]

Thank you for letting us know about your recent experience with Apria Healthcare. We apologize if our service did not meet your expectations, and appreciate you taking time to share your concerns.
 
Upon review of your records, the equipment has not been made available to obtain the...

compliance data per your payors requirements.  Therefore; the balance on your account is valid and will remain open.  The account has been placed on a 30 day hold to allow time to make payments to either the organization or the collection agency to resolve the balance.
 
Again, we sincerely apologize for any inconvenience this may have caused. If you require further assistance please contact our billing department at 800 800 327-4691.
 
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]

Item # 1:Ms. [redacted] states that she will contact her physician and obtain the necessary documentationRESPONSE:As mentioned in the previous response letter, we must have all documentation requiredby [redacted] guidelines to bill accordingly to [redacted] for Ms. [redacted].We apologize for any inconvenience this may have caused.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as wellas accurate billing.Sincerely,[redacted]Patient Pay Management Center Lead

RESPONSE: We have reviewed Ms. [redacted] account and confirmed that she received oxygen equipment from Apria on August 6th, 2014. For dates of services August 6th, 2014 through January 6th, 2015 monthly rentals an adjustment was entered because we were missing the 02 testing and the initial face to...

face clinical notes.  For dates of services February 6th, 2015 through April 6th, 2015 we still did not have the 02 testing and initial face to face clinical notes on file. Therefore claims were denied payment from Medicare and Ms. [redacted] was billed for the monthly rental for those dates of services and her credit was charged in the amount of $347.03 due to non-payment from Medicare.   I have mailed a detailed itemized statement of the billing to Ms. [redacted] address we have on file as requested. 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 patient’s account with our Customer Service Team. We have confirmed after speaking with the patient we have shipped the correct supplies at no charge. Also, apologized regarding the issues with receiving the incorrect supplies. Our billing team removed the credit card from...

recurring on October 25, 2016, therefore, the patient will no longer be automatically charged for services. A refund check for $53.09 was processed on February 14, 2017 to be received within two weeks. 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] is requesting to be refunded for the two charges that her credit card was charged and does not want the credit card to be charged in the future.    RESPONSE: We discussed the account history with Ms. [redacted] on June 16, 2015.  We explained the credit card...

charges, the payments she had made would be refunded and the open balance removed.    We reversed her payments in the amount of $86.76 on June 16, 2015 and started the process to have this amount refunded to Ms. [redacted].  The refund check should be received within 2-3 weeks.  We keyed an adjustment in the amount of $86.76 on June 16, 2015, leaving Chord’s account with a $0.00 balance.  We have also inactivated the credit card on file.  We apologize for any inconvenience this may have caused.   Sincerely, [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.
Thank you Revdex.com,  I truly appreciate your organization,
[redacted]

Item # 1:  Ms. [redacted] stated she received a bill from Apria Healthcare and paid on July 7th, 2015 and was still placed in collections for the balance paid.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that the payment she made in the amount of $93.69 did not apply to our...

system until August 17th, 2015. Ms. [redacted] balance was sent to collections in between the posting of the payment. On August 28, 2015 we requested that Ms. [redacted] payment be applied to the collections balance and contact was made to the collections agency to inform them that the payment has been made and to discontinue their collections efforts. The amount that was placed in collections will not reflect on her credit report due to the timeframe it was placed. 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

Item #1 Ms. [redacted] is requesting a refund for charges that incurred from November of 2014 through March of 2015.       RESPONSE I have reviewed the account. According to our records, we have requested for the patient to send in her SD card since July of 2014. We did receive the SD...

card in December and was able to obtain a compliant download. The patient was contacted and informed to have physician update the authorization with her insurance. The authorization was updated however it was effective from March 6, 2015 to April 5, 2016. The authorization did not cover the rental for November through February. Due to no authorization, the charges that were paid by the patient is valid and no refund is due at this time. We apologize for any inconvenience this may have caused.         Sincerely, [redacted] Billing Center Quality Specialist

ITEM # 1: Ms. [redacted] states that she would like the $37.20 balance refunded to her and a letter that explicitly states that her account is up to date and that she owes nothing. RESPONSE We have reviewed Ms. [redacted]’s account and found that she received a CPAP unit from Apria on December 24, 2012....

Apria submitted claims to John Muir – Aetna for the 2012 claim and John Muir – BS for the 2013 claims on behalf of Ms. [redacted]. The insurance requires download of CPAP usage to make sure the patient is compliant with their use. If the patient is non-compliant the insurance will not provide authorization for the equipment. The first download that was done, Ms. [redacted] was non-compliant and we tried to reach her multiple times to obtain a second download. However, we were unable to obtain and the insurance would not provide authorization, therefore denied the claims for the CPAP rental. Ms. [redacted] returned the CPAP unit to Apria on November 19, 2013 and stated that she was not using it. Ms. [redacted] did make payments to Apria for the denied claims; however there was one pending claim for the September 24, 2013 claim. This claim was not denied and referred as patient responsibility until October 2, 2014 and Ms. [redacted]’s payment in the amount of $37.20 posted and applied to her account on November 8, 2014.As of today Ms. [redacted] has a $0.00 balance with Apria and there are no pending claims left unpaid by the insurance or Ms. [redacted]. Ms. [redacted] does not have an overpayment on her account, therefore there will be no refund processed. 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] is requesting to be refunded $535.48 that was charged to his credit card. He states that Apria did not send the correct paperwork to his insurance Empire. He would also like to be compensated for his time and lack of assistance in trying to resolve this issue.RESPONSE We have...

reviewed Mr. [redacted]’s account and found that Apria received an order on December 6, 2013 for oxygen to be bled into his BIPAP machine. Mr. [redacted] informed Apria of his insurance with Empire Blue Cross Blue Shield (BCBS) and stated that he did not want to be set up until January 3, 2014, because he was moving from New York to Florida. We spoke with Mr. [redacted] on December 24, 2014 regarding his BCBS coverage. We informed him that when we verified his insurance, it was showing to term on December 31, 2013. Mr. [redacted] stated that his coverage would be the same in 2014; it’s just the end of the fiscal year for the company. He confirmed that he wanted to be set up with the concentrator on January 3, 2014. Apria faxed BCBS an authorization request on December 24, 2014 for the concentrator. We verified Mr. [redacted]’s insurance coverage on January 2, 2014 which showed effective date of January 1, 2014. On January 4, 2014, we spoke with Mr. [redacted] regarding the set up for the concentrator and we informed him that we were waiting on the authorization from BCBS. On January 6, 2014 Mr. [redacted] called and stated that he had spoken to BCBS and had the authorization number of 1087469, effective 1.1.14 – 9.14.14. Apria set Mr. [redacted] up with the concentrator and he singed the Sales Service and Rental Agreement in which he provided his credit card number for any amounts not covered by BCBS. On March 11, 2014, the pending claims were reviewed and per BCBS Florida guidelines the claims needed to be mailed to Care Centrix and they were sent to Empire BCBS. Apria resubmitted the claims on April 11, 2014 to Care Centrix, which processed the BCBS FL claims per their insurance contract. Apria received a denial on April 30, 2014 for the January – April claims and referred the open balance of $535.48 as Mr. [redacted]’s responsibility. Because Mr. [redacted] had placed his credit card on file at set up to charge any amounts not covered by insurance, his credit card was charged $525.48. On May 7, 2014, Mr. [redacted] called to inquire why his credit card was charge $535.48. Apria informed him of the denial and the recurring credit card that he had placed on file at set up. Apria received a call from Empire BCBS on September 25, 2014 regarding the January – April claims. Mary with BCBS stated that the claims should be submitted to P.O. Box 1798 Jacksonville FL 32231. Apria submitted the claims to BCBS at the Jacksonville address on October 21, 2014. Apria has inactivated Mr. [redacted]’s credit card from the system so there will be no other charges. We have resubmitted the claim once more and are in process of awaiting the insurance response. 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 recently experienced. After a review of your records, the delay in receiving the equipment was a result of missing required documentation to process the order. Due to the delay and the timeliness of processing the order, your equipment...

was shipped at no charge.
 
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 would like to apologize for the level of customer service you recently received. After a review of your account, we have confirmed there was a delay in you receiving your prescribed Durable Medical Equipment due to a back order of the inventory at the local branch. Also, we confirmed that on...

January 6, 2017 you received the prescribed the 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.

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.
We have had no further services from [redacted] and after agreeing to drop unfounded charges(thanks to you) they started billing us again and sent our account to collection once again.. Please advise how to go  forward.  Just spoke to my insurance company and when they ([redacted]). called them on 5/25/16 they requested information that has never been sent.Thank you[redacted]

After a full review of the patients account it has been found that Apria was not billing the patient for the same equipment on two different accounts. Apria continued to bill the rental of her CPAP unit on her [redacted] account from 2014 – 2015. The only invoice billed on the patient’s [redacted] account...

is for a CPAP supply order in August 2014. It does appear this invoice was billed to the patient in error and was removed from the outside collection agency in March 2015. The patient did inform Apria of her insurance change and her move in a timely manner and it was our error that the accounts were not handled properly and that the correct insurance was not properly billed for the rental of her CPAP unit. Because of this we received denials from the old insurance as well as the new insurance. Once the denials were received the invoices began billing to the patient and when they were left unpaid our system automatically generated those invoices to the outside collection agency. Again because we can see this was caused by errors on our part we have removed/recalled all remaining balances from collections. We have requested that the collection agency notify the patient directly to inform her the balances have been recalled. The patient currently has a zero balance with Apria and no active invoices in collections from Apria. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
Apria Healthcare LLC

Issue(s)BillingResolution:Ihave reviewed your account and confirmed that an adjustment has been enteredfor the charge of $83.15 and you are not responsible for those charges. At thistime your account reflects a zero balance. We do sincerely apologize for the inconvenienceas our goal is to ensure...

customer satisfaction as well as accuratebilling.  Thankyou for allowing me to assist you with your account.  If you should have any further concernsregarding this matter please do not hesitate to contact us at (###-###-####) ext.# [redacted] (###-###-####) (Fax# ###-###-####). Sincerely,[redacted]Billing Center Quality Specialist [redacted]

I filed a complaint with you about a week ago (Complaint ID [redacted]), which is now flagged as resolved because they promised to stop calling me. I got another call this morning.Desired Outcome: Stop calling me1. Product/Service Purchased: Never did business with them  2. Model Number:  3. Contract, Account, or Policy #:  4. Order #:  5. Purchase Date: 9/2/2015 Dates you complained to the company/organization7. First Date: 9/25/2015 8. Second Date: 10/5/2015 9. Third Date: 10/19/2015

We have confirmed that the patient was sent to collections for dates of service September 20, 2015 in the amount of $144.74, November 20, 2015 $36.18 and $18.68. These claims were denied by [redacted], however [redacted] paid $141.85 in error for September 20, 2015. This payment was recouped by...

[redacted] and billed as patient responsibility. The secondary insurance paid $36.18 and $18.68 for November 20, 2015 date. The balance of $18.68 has already been recalled and $36.18 is being recalled from collections as well. The balance of $144.74 will remain and is patient responsibility. We do apologize if this has caused an inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that it's merely parroting back the original complaint I made, basically repeating and/or confirming what I wrote. There is an acknowledgement of a problem and a delay with my order, along with an obligatory apology. This is basically an empty form letter stating the obvious with absolutely no substantial new info or tangible resolution/action, other than to state the company's policies, etc. I don't expect anything further from them because I know it's a waste of time. The specific issue I originally referenced involved the delivery & pick up of a medical test ordered by my doctor. I finally got the test delivered to me and only after endless delays and phone calls was I finally able to cajole them to come & pick up the completed test, almost 2 weeks after the date they TOLD me it was scheduled to be picked up. At this point, they are responsible for getting the test to the correct place for evaluation and results which should then be forwarded to my doctor. God alone only knows if any of these final steps have been taken. At this point, I'm so fed up with the whole mess, I've washed my hands of the entire matter. If I eventually hear from my doctor re: the results, fine. If not, I'm not wasting any more time or effort worrying about it. That's how frustrating this entire ordeal has been. It wore me down and totally defeated me. This place (Apria) used to be a very well-run business, but now it seems every time I'm forced to deal with them, it's never easy and there's always a problem. So...No, I don't accept their meaningless, form letter reply and empty apology. But I'm done with them. So you can close the case. They win.
Regards,
** [redacted]