Apria Healthcare

Item # 1: Consumer Rebuttal: 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 complaintFor your reference, details of the offer I reviewed appear below.The response still does not explain why on March when Apria received authorization, the order did not ship, it was only when I called to inquire on March that they realized the order was not processed, then it was shippedRegards, [redacted] *** RESPONSE: Unfortunately Apria had an internal delay with this order and will continue to improve delivery timesThese will improve with directives given by management staff of constant coach of all agentsSincerely, [redacted] Customer Service SupervisorApria 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.Is it rental equipment? I was told that this machine was paid for and that I was being billed a quarterly maintenance fee when I was on my last insurance I had a customer service representative at apria tell me that the insurance required that I pay this maintenance fee ($per quarter, approx.) but that the machine was paid in full I then changed insurance this year and suddenly I'm being charged full payments for the same machine again? It's so hard to tell because your billing system gives no detail at all This machine has been paid for times over Reps have told me it was a purchase, not a rental I can't get a consistent response from Apria customer service Your outfit is shady, at best What am I paying for, and at what frequency, for this machine? Please tell me in no uncertain terms, so I know what to expect, and what exactly I am paying for Regards, [redacted]

We would like to apologize for the level of customer service you experiencedDuring a review of your records, we determined that there was a delay in your orderWe have coached our Customer Care Center representatives on the importance of scheduling deliveries accurately and in a timely mannerWe certainly understand your frustration with the long hold times and disconnections; we continue to work diligently in improving our telephonic system in order to provide a better and timely service for our customers 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 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 Mr [redacted] account and confirmed that he received a CPAP unit and supplies from Apria Healthcare on April 25th, At that time Mr [redacted] had ***/ [redacted] in which under their plan agreement the equipment was to convert to purchase after six month of rental but the CPAP unit monthly rental started over in errorMr [redacted] account has not been corrected to reflect that he now owns the CPAP unit and will no longer be billed for the monthly rentalWe are currently in the process of refunding [redacted] for all payments made toward claims processed to them for the rental of the CPAP unitAt this time Mr [redacted] account reflects a zero balance.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We would like to apologize for the level of customer service you recently experiencedDuring a review of your records, we confirmed that patient’s spouse was contacted regarding the reason for the delay for delivering the equipment which she received on May 13, Please note management has addressed your concerns and has used this opportunity to retrain and coach the staff 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 would like to apologize for the level of customer service you recently experienced regarding your Durable Medical Equipment (DME)After a review of your records, we have confirmed that the delay in processing your order was due to missing documentation from your ordering physician that is required by your insurance providerSeveral attempts were made to obtain the documentation from the ordering physician (December 6, and again on 12/28.2017)On December 29, Apria received the documentation from the ordering physician; however, due to technical systems issues we were unable to finish processing the order until January 2, In addition, our records indicate that on January 3, you canceled the order Again, we sincerely apologize for the inconvenience or challenges this issue may have causedWe 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 would like to apologize for the level of customer service you recently experienced regarding the pick- up of your Durable Medical Equipment (DME) After a review of your records, we have confirmed that several attempts to pick up the equipment were made in and January Unfortunately, there were no records of the new address; therefore, the technicians went to the old address The technician did notify us the patient no longer lived at that locationOn February 1, 2018, the technician arrived at the new address; however, the patient was not homeTherefore, we have re-scheduled the visit for February 6, Again, we sincerely apologize for any inconveniences or challenges this issued may have causedWe 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

After review of the account, we were able to confirm that the invoices on file have been paid in full by the patient’s insuranceThere are no outstanding amounts showing due or anything showing sent to an outside collection agencyThere are no balances showing on file that need to be rebilled or corrected at this timeWe apologize for the inconvenience and any miscommunication on our part Sincerely, Apria Healthcare, LLC

ITEM # 1: Ensure orders are place when speaking with customer service and provide email confirmation of orders to hold Apria accountableRESPONSE: The original order for two (2) oximeter probes was placed with Apria Healthcare on June 24, During the order qualification process Apria determined Ms [redacted] ’s insurance carrier would not cover these supplies based on utilization requirement, prior to date of service July 9, Ms [redacted] was informed on July 2, that Apria would supply the oximeter probes at no charge and requested customer pick up at the [redacted] branch locationThe supplies were not picked up and were shipped to the patient at no charge on July 6, As part of Apria’s order qualification process, all orders are verified through the patient’s insurance carrier to ensure we comply with utilization restrictions and the patients are aware of insurance coverage levels/patient out of pocket costsThe process timeline varies but Apria strives to meet customer needs with every orderApria does not currently have a process to send email confirmation to patients upon receipt of orders however, automated/on-line functionality is expected to be released in the future for patients to order suppliesSome supplies are currently available for order on-line at the Apria.com websiteSincerely, [redacted] Escalation Desk Manager

We have confirmed that the patient called to place an order December 30, and copayment of $was collectedorder processing take 3-daysIt was not possible to receive the order the next dayThe bill date is determined by the shipping date and claim was denied due to being a new calendar year and insurance had changedWe have verified that the order was re queued to request an authorization from the insurance, which wasn’t needed for an order under $For this reason Apria Healthcare did adjust the balance as a courtesy and sent the patient a letter apologizing for the issue not being resolved in a timely manner We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare LLC

Absolutely ridiculous they have tried charging me cause they didn't use my insuranceI am so fed up with this companyEvery time I have got something from there it's been a nightmareThey call and you have to explain for minutes on the phone the same thing over againWorst business I've ever had to deal with

We have reviewed the patients account and have determined that the balance in collections will be removed due to the ongoing issues that have occurredAfter review of the account, we were able to confirm that the equipment provided in May was initially set up as a rental in errorDue to the scheduled pickup’s not being completed, the equipment was converted to sale and the balance sent to collections in errorAgain, we will be removing the balance due of $and the patient will not be billed going forwardWe will be notifying our collection agency of this as wellWe apologize for any miscommunication or inconvenience this has caused Sincerely, Apria Healthcare LLC

ITEM # 1: Mrs [redacted] is requesting for Apria to bill Mr [redacted] insurance appropriately and stop sending his account to collections for money he does not owe RESPONSE We have reviewed Mr [redacted] account and found that he received a CPAP unit and supplies on July 26, Apria verified and submitted claims to Blue Shield of California (BS) on the patient’s behalfBS submitted payment for the July, August and September claimsBS denied the remaining claims because Mr [redacted] was non-compliant Mr [redacted] was non-compliant from October 26, – April 26, claimsWe mailed Mr [redacted] numerous letters to notify him for assistance in getting compliantWe did receive the compliance letter back signed by the doctor; however we have not received the download to show that Mr [redacted] has used the CPAP unit from October – April Apria is trying to obtain the download at this time to submit with signed compliance letter to MrDenis’s insurance 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 have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I was diagnosed with Obstructive Sleep Apnea in July of and started on a CPAPAt the time, I had Medica insuranceOur insurance switched to BCBS on September 3, I changed my insurance information with Apria online through my online pay accountI never got a phone call, email or letter that they did not have my new informationOn 9/9/Apria called and left a voice message and literally stated "we were just checking to see if you are having any issues with your cpap machinePlease call us if you are." There was no notification that they did not have our new insurance information or that there was an issueApria claims that I didn’t not give them complete information- I entered this information online and in a phone call to their customer service on 9/25, as the money was pulled on 9/and I immediately called them to figure out this situationWithout contacting me or my wife (the insurance policy holder) for the needed information, they withdrew $from my checking account, claimed that I was now a self-pay patient who did not have insurance, and therefore had to pay for the CPAPWhen I called them on 9/they said they had my insurance, would contact BCBS, would send me an itemized statement and would try and reverse the saleI did not hear from them for three weeksWhen my wife finally was able to get through to someone (we waited an average of 35-minutes on hold to get through to speak to someone) on 11/06/17, they stated that none of those things had been done, none of those things could be done and the sale was finalMy wife finally got ***, the customer representative from Tennessee, to mail us a statement to try and recoup the cost through our insurance providerIt took six weeks to obtain an itemized billing statementNone of this is acceptableYou must contact a consumer before pulling $from their accountUntil we received the itemized bill on 11/09/we didn't even know what the charge was forAnd even then it just says "CPAP system" which only retails for $on their websiteIf Apria does not reverse the charge, and submit the claims to our new insurance, we will continue with legal action Regards, [redacted]

Thank you very much for your quick response I’m very encouraged We simply wanted to reach someone in Apria who can solve this problem The people we call are junior customer service reps who keep saying we owe the money They cannot or will not resolve this.In response to Apria’s message:The patient’s name is [redacted] ***The Apria account number is [redacted] Thank you [redacted] ***

Item # 1:Mr [redacted] states he received a CPAP (Continuous Positive Airway Pressure) Unit in MarchMr [redacted] was informed that the CPAP Unit would rent for ten months and then be considered purchased, which did not occur as the CPAP Unit is still renting on his account RESPONSE:After thorough review of Mr [redacted] ’s account, it was determined that the CPAP (ContinuousPositive Airway Pressure) Unit that was received on March 4, in fact has met the purchase price of $The CPAP Unit was converted to sale on March 6, and is no longer reflecting as a rental, as the CPAP unit now belongs to Mr [redacted] It was determined that Mr [redacted] did make an overpayment of $toward this account which is three months of the initial coinsurance amounts that were billed incorrectlyWe are processing a refund in the amount of $to Mr [redacted] in form of checkThe estimated timeframe for refunds is normally within three weeksMr [redacted] ’s insurance was not setup correctly with the payor code for his insurance with [redacted] We apologize for any inconvenience this may have causedSincerely, [redacted] Patient Account Resolution Team Lead

We would like to apologize for the level of customer service you recently experiencedAfter a review of your records, we confirmed the delay in receiving the respiratory device was due to Apria not having a valid prescription from the ordering physicianThe prescribing physician sent a valid prescription on November 21, at which time we attempted to deliver the device but were unsuccessfulOn November 22, another attempt was made to deliver the deviceHowever, there was no data on the device when it was downloadOn November 27, the device was delivered again and was successful Apria, we sincerely apologize miscommunications and delays in our follow up you experiencedWe 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 would like to take this opportunity again to thank you 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 account, we confirmed that on August 18, a technician came to your residence to service your respiratory equipment and you were satisfied with the service and appreciative of the follow up Again, we sincerely apologize for any inconvenience this may have caused and greatly appreciate you for taking the time to bring your concerns to our attention Sincerely, Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentAfter a review of your records, we confirmed that you are requesting to have complete ownership of your new equipment rather than renting for the allotted timeYour insurance provider requires clinical documentation from the prescribing physician before consideration for the new equipmentWe have requested the required documents from the prescribing physicianAlso, the customer service representative attempted to contact you; however, a voice message was left for you informing you of this Again, we sincerely apologize for any inconvenience or challenges this issued may have caused 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

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 meI got another call this morning.Desired Outcome: Stop calling meProduct/Service Purchased: Never did business with them Model Number: Contract, Account, or Policy #: Order #: Purchase Date: 9/2/Dates you complained to the company/organizationFirst Date: 9/25/Second Date: 10/5/Third Date: 10/19/