Apria Healthcare

Item # 1:Mr. [redacted] states that he received a statement on October 12, 2014 which reflected no past due balances as of that time. He stated that he did not receive another statement until February 2015 that included a balance of $120.70 for dates of service from July & August 2014.Mr. [redacted]...

is disputing that he was not made aware of the balance being billed to him untilFebruary 2015 that was referred to a collection agency.  RESPONSE:After extensive review of Mr. [redacted]’s account, it has been confirmed that the balances that were previously sent to an outsourced collection agency for Apria Healthcare, have been removed from collections on March 17, 2015. With that being said, Mr. [redacted] will no longer be responsible for this balance. Communications have been sent to the collection agencies in regards to removing from these marks from your credit report. We apologize for any inconvenience this may have caused.Sincerely,[redacted]Patient Account Resolution 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.
[Provide details of why you are not satisfied with this resolution. The company only sent my dad one check, NOT the entire amount they owed him]
Regards,
[redacted]

We have reviewed patient account and confirmed that he made payment in April 2016 but the payment was applied to the incorrect account in error. We are in the process of refunding patient for the overpayment made in the amount of $146.94 as of September 12th, 2016 and patient should receive the...

refund check within two weeks. At this time his account reflects a zero balance as an adjustment was entered for the outstanding balance of the $146.94 on the account and patient is no longer responsible for that charge. 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.
Below are notes I took November 10th,2014.I started using the cpap in November of 2009 and requested a new cpap in November of 2014.I reached out to Apria the past two and one half months and I received the cpap after I contacted Revdex.com.11/10/14 [redacted] at Apria advised need clinical notes from Docter for continued use.11/19/14 [redacted] at Apria advised received request for new cpap,working with [redacted] and [redacted] for authorization.12/11/14 Callback from Docter sent information again to Apria,Apria advised received information.12/14/14 [redacted] at Apria,need written order,sleep study and face to face notes.12/16/14 [redacted] at Apria advise just need face to face with Docter and benefit from cpap.[redacted] can not find download I sent to Apria in November which showed usage.12/16/14 [redacted] at Apria sees all information needed to process order.[redacted] at Apria talked to [redacted] at Apria and [redacted] verified paperwork in order and will receive callback 12/17/14 from Apria to pickup new cpap from Apria in Amherst.12/18/14 ** at verified paperwork in order for new cpap and placed order out of pending.** advised I will receive call today for delivery of cpap.12/23/14 [redacted] at Apria advised [redacted] reached out to [redacted] to approve new cpap.I advise [redacted] that previous calls to Apria said new cpap was approved.1/23/14 Docter contacted [redacted] at Apria with paperwork the 3rd time.1/29/15 Docter advise received confirmation dated 1/22/15 from [redacted] cpap order.1/30/15 Pickup cpap from Apria in Amherst pressure set for nine new cpap  from Docter shows 10.
Regards,
[redacted]

Item # 1:Ms. [redacted] states when she purchased supplies for her CPAP Unit on 8/1/14 that she was charged $31.02 which was paid with her husband’s [redacted] Card. Ms. [redacted] states that it was not communicated to her that she would owe the additional amount of $124.08 that was...

also charged to the [redacted] Card, which was disputed being that there were insufficient funds at that time. Ms. [redacted] states that she received a statement in February that stated that the balance had been forwarded to collection agency & that the payment made on September 12, 2014 was not credited appropriately to her account.  RESPONSE:We have reviewed Ms. [redacted]’s account along with the statement that was sent in fromMs. [redacted]’s health saving account statement and confirmed that there is no open balance in collections or on Ms. [redacted]’s account as well. In regards to the customer service Ms. [redacted] was provided, Apria Healthcare will be addressing this with the representatives as training and coaching. 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 [redacted]d

We have confirmed that the cpap supplies were left at the patient’s front door by UPS April 15, 2016 at 4:22pm. The warranty period for supplies is 30 days and the patient did not contact Apria regarding her order not being received until 6/06/16. Unfortunately Apria can’t adjust the billing for a...

shipment without verification it wasn’t received and need to be contacted within 30 days in order to get replacement supplies. 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]
Response to Mr. [redacted].  Mr. [redacted] accommodated me because I had records of dates,  times and name of all customer service rep from his company that assured me that this particular portable was available at their company, nonetheless I appreciate his accommodation.- Mr. [redacted] is incorrect in his response.  Yes, I thought it was an issue at the office with the voltage.  I then contacted Apria and informed them while at my house that the problem was not the voltage at my office.  That was already established.  If this was correct then [redacted], one of his worker will not have come out to my house on 8/30/14 (and other times also by Simeorn)  to retrieve the defected outlet as he was told to do. On 9/10/14, 10/14/14, 10/16/14, 10/20/14, 10/23/14, 10/23/14 (spoke to Mr. [redacted], stated he will put in order for electrical cord).  All the dates I listed above are records I have to show that calls were made to Apria to address this issue.  I have additional dates if they are needed.  I spoke to Mr. [redacted] on 10/23/14 where he stated that he will put in an order for the electrical outlet.  He responded to me because I contacted the main office via emails and land line.  Mr. [redacted] only responds when corporate office is called.  Mr. [redacted] has been sending his workers to my house since 8/30/14 (about 5 visits) to address the outlet issue to no avail.  Why does it take the company almost 5 months to replace an electrical cord?  Where is the priority to address my medical concern? Therefore to state that this issue was resolved base on the issue being my office voltage is clearly  false.- In reponse to the battery, on 10/23/14 Mr. [redacted] informed me that the battery I will have to purchase, which I did.  - In response to a comparable POC, the POC that Mr. [redacted] was offering me is heavier and bulkier.  This particular machine will not be able to be transported by me everyday since I go to work everyday.  I forwarded to Mr. [redacted] a letter from my psycician (which he requested) informing him that the particular POC that he wanted to replace with the current one will not benefit my health condition.-I did not receive car charger.  The only item received was electrical outlet.  I have yet to receive car charger.

ITEM # 1: Ms. [redacted] states that Apria has not submitted the correct paperwork to Medicare, therefore they will not pay and now she is being billed for the unpaid balance from February – October 2014 dates of service. RESPONSE: We have reviewed Ms. [redacted]’s account and found that Apria was...

unable to obtain the needed documentation from the physician to qualify Ms. [redacted] for oxygen use per Medicare guidelines. Therefore we obtained a signed Advance Beneficiary Notice “ABN” from Ms. [redacted], that she was aware we did not have the qualifying documentation per Medicare guidelines and if they did not pay she would be held responsible. We tried multiple times to obtain the needed documentation and spoke with Ms. [redacted] regarding the testing that needed to be done. We had a meeting with Ms. [redacted] and explained what was needed and gave her copies of documentation that doesn’t qualify for the oxygen, as she was going to be going to the doctor. Ms. [redacted] had qualifying testing and face to face notes done on November 14, 2014. Apria loaded the compliant documentation and submitted it to Medicare for the December 14, 2014 claim and will for the upcoming claims. The February and March 13, 2014 claims were adjusted off in the amount of $459.74. The April 13, 2014 claim is pending under Ms. [redacted]’s secondary insurance as of today. The May and June 13, 204 claims were referred to collections because they were left unpaid over 180 days. As a courtesy, we removed the May and June 13, 2014 claims in the amount of $459.74 from collections. The July, August, September and October 13, 2014 claims are pending under Ms. [redacted] as her responsibility. The November 13, 2014 claim was paid by Ms. [redacted] in the amount of $229.87. The December 13, 2014 claim is pending under Ms. [redacted]’s primary and secondary insurance coverage. 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

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]

ITEM # 1: Request a direct letter of apology from Branch Manager. ITEM # 2: Need detailed plan for how they will change their protocols for future clients. RESPONSE: #1 – I apologized for the issues we caused with the delivery of your equipment. #2 – Our protocols work for a high percentage of our patients. If you have further problems like this in the future you can contact the branch (310.297.9686) and ask for dispatch and we will resolve any issues as quickly as possible. Sincerely, [redacted] Branch Manager El Segundo CA

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipment malfunctioning. After a review of your records, we confirmed on April 6, 2017, you contacted Apria stating the respiratory equipment was not working. A delivery technician...

attempted to make contact to exchange the respiratory equipment, however, there was no answer. Due to the late hour, the delivery technician verified with you that the exchange could be postponed until the next morning. The delivery technician confirmed the exchange of the respiratory equipment was completed on April 7, 2017.   Again, we sincerely apologize for any inconveniences and/or challenges 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 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.
I want my money refunded immediately. Under no circumstances did Apria have authorization to take money from my account until they had [redacted] approval. As stated in their response they still do not have approval as of the date they responded. Why would they admittedly keep my money without insurance approval?
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]

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]this machine is barely a year old when it stoped working.  My doctor wrote on the precription that I needed a machine in working order. I believe they sold me an outdated machine. Apria needs to work this issue out with their manufacturer and replace my machine in fully working order as my doctor prescribed.  Apria had an F rating with the Revdex.com.  They need to do what is right with their customer and she back the damaged machines to their supplier

We have reviewed the patients account and confirmed via our sales service and rental agreement, signed by his spouse that the wheel chair was received on May 16, 2014, also that the spouse was notified same day the wheel chair was a rental. The spouse contacted Apria for the first time on July 14,...

2014 to remove her credit card, there was no mention of the wheel chair. Apria contacted the patient’s insurance on February 12, 2015 and we were informed the patient’s coverage terminated on October 18, 2014. At this time we made three phone attempts and sent one letter asking the patient for updated insurance information. Due to no response from the patient, on March 5, 2015 we removed the patient’s insurance from the equipment and attached the self-pay pricing to the account and we began billing the patient directly for the monthly rental of the wheel chair. After receiving returned mail we located an updated address for the patient and began mailing our statements to his updated address in Maine. We received our first contact from the patient himself on June 14, 2015, the patient insisted his insurance should be covering the cost of the wheel chair, but there was no mention of the equipment being lost. We were not notified until September 2015 via an out bound call to the patient that he was no longer in possession of the equipment as it was left during a move from his previous address. When we were notified of this the equipment had already been converted to a sale and the ownership transferred to the patient.  Apria’s billing is setup to bill on a monthly basis and even though the equipment was not in use, or in the patient’s possession, the patient was responsible for the equipment per our signed agreement, the sales service and rental agreement. This has resulted in the charges being patient responsibility. We do apologize for any miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

RESPONSE: We have reviewed patient account and confirmed she received her CPAP machine and supplies on July 22nd, 2014 and additional supplies on October 15th, 2014. We submitted claims to the insurance for their portion for the items received and patient was billed and paid $109.81. There were...

still claims pending payment from the insurance at that time and after processing they were denied by the insurance.  The outstanding amounts in collections denied by the insurance are for dates of service July 22, 2014, August 22, 2014 and October 22, 2014 amount $183.22 and were sent to collections after being outstanding for over nine months. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Item # 1:  Mr. [redacted] stated that Apria should continue to request payment from the insurance and if claims are not covered we should be responsible for the charges due to his account being mishandled.   RESPONSE: We have reviewed Mr. [redacted] account and confirmed that he called our...

office on September 24th, 2014 to place an order for CPAP supplies. At that time Mr. [redacted] stated his insurance has not changed; however the ID# for his policy did change as of January 31, 2014 but we were never notified of that. We had an authorization on file for supplies under the old policy number but not for the new policy. The September claims was denied for no authorization which is why Mr. [redacted] is being held responsible 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 reviewed the patient’s account and confirmed that she received CPAP tubing supplies from Apria Healthcare on June 9, 2014. We received authorization for the CPAP supplies and shipped the items to the address we have on file and received a tracking number as confirmation of delivery to the...

patient. The amount due if $13.55 which has been placed in collections with West Asset Management Inc is due to non-payment. The account also reflects an open copay balance of $33.18 for CPAP supplies received on March 20,2017 and for the monthly rental of the CPAP machine and humidifier for date of service April 12, 2017. The patient can contact West Asset Management Inc. at 1-888-843-0014 to pay the collections balance of $13.55 and the Billing Department at 1-866-505-6365 for payment options to take care of the open balance of $33.18. Our Sleep Management Center phone number for assistance with ordering supplies is 1-800-310-3363. 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: Mrs. [redacted] statesthat they have not spoken to anyone regarding an adjustment.  She states that she was told they could notreturn and she had to pay for supplies that they will not use.  Mrs. [redacted] states if Apria would like torefund their payment that would be great, but she did not think that was goingto occur.   RESPONSE: We called and spoke to Mrs. [redacted]regarding the account.  There had been amiscommunication regarding Mr. [redacted] being contacted on April 17thand the adjustment being discussed with him. We explained to Mrs. [redacted] that the March 3, 2015 claim was adjusted fromApria’s system on April 17, 2015, leaving a $0.00 balance due.  The payment made by [redacted] for the March3, 2015 claim is in the process of being refunded back to [redacted], in whichthey should refund Mr. [redacted] for any payments made towards the March 3, 2015claim.  We apologize for any inconvenience this may havecaused.   Sincerely, [redacted]Billing CenterQuality Specialist Tell us why here...

We have reviewed Ms. [redacted] account again and determined that Apria Healthcare willneed a baseline sleep study along with face to face notes from Ms. [redacted] physician.We are required to obtain this information in order to bill to Medicare per Medicareguidelines. Apria Healthcare sent a request to Dr. [redacted]’s office on April 6, 2015requesting the documentation needed and have not received any response as of yet.Ms. [redacted] did sign an Advance Beneficiary Notice (ABN) on October 30, 2014 andindicated that the testing was required & that she could possibly be billed $105.29 for theContinuous Positive Airway Pressure device on a monthly basis.Once we receive the information needed from Dr. [redacted], and the documentation isfully reviewed to qualify Ms. [redacted] per Medicare guidelines, Apria Healthcare willbe glad to submit the claims to Ms. [redacted] primary & secondary insurance.In regards to the hold times that Ms. [redacted] experienced, we are working onimplementing new staffing to eliminate the hold times when calling into ApriaHealthcare’s billing centers.