Apria Healthcare

RESPONSE Upon receipt of Ms***’s concern I reviewed the account It appears that Ms [redacted] actually had the appointment for the mask fitting on 08/17/ Notes in the account document that Ms [redacted] was provided a new mask during the office visit I attempted to contact Ms [redacted] but received voicemail that her phone was not currently working I did leave her a voicemail with my direct contact number for any future concerns and I will be offering her an apology for the frustration she experienced Sincerely, [redacted] Area Customer Service Manager

Item # 1: Delay in receiving ordered equipment The order for the portable oxygen and rollator walker were not delivered in a timely manner It took months to obtain the portable oxygen that was order and months to receive the rollator walkerRESPONSE : We have identified the areas that delayed the processing of the order We are working with our team efficiency in completing and communicating requirements of the order The equipment has been provided in both instances and resolution to the customers concerns have been resolved by Area Customer Service Manager, [redacted] s Sincerely, [redacted] sArea Customer Service Manager [redacted] Customer Care Center

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 In regards to case # [redacted] , the matter is still not resolved at this time This company continues to change the answers to this matter each time a call is made to them I was quoted $and charged $(overcharged $73.48) I then confirmed the charge with someone named ***, and then I was sent to billing on 1/ On 1/I spoke with [redacted] in billing who also confirmed that I should have been charged only the amount of $31.48...and said she would process a credit of $(which is not the full amount owed back to me) I questioned why it wasn't the full amount and then spoke with a manager ( [redacted] ) who agreed that I should have only been charged $and that she would credit me the full amount of $back onto my card I waited several days and an additional UNAUTHORIZED charge was made to my card of $3.64, and a credit of $(not the amount Manager [redacted] quoted me...) So I am still owed a credit of $($3.64+$2.15) Now all of the sudden the story changes again once the Revdex.com gets involved....and now not only have they not given my the credit that is due, now they are claiming that I owe additional money?? So I am being penalized because not 1...but a total of people that I talked to at the company are incompetent? I will be happy to return the supplies back for a full refund...but under no circumstance should my card be charged more then the amount quoted These are fraudulent charges I still expect to receive my $credit and a copy of my prescription (I also requested the copy of the script in my complaint, and they did not address that issue at all) I also expect that the newly found amount that I now "owe" according to Apria be removed from my account I would like paperwork showing that I do not owe them any additional money Again, I will be happy to send the products back if they can't honor the quote that was originally given to me Thank you, [redacted]

I am an asthma patient Over a month and a half ago, I ordered a breathing machine from Apria They took my insurance information, along with me credit card to pay the remaining balance I still have not received the machine Everytime I call to check the status, they promise to deliver it the next day, but never do I don't know what to do Is this even a real business It has been a waste of time and I still do not have the machine They apologize, but never deliver No business should be allowed to operate like this I will never deal with them again!!!!!!!! I need my breathing machine!!!!

The patient had a balance of $which included $from July 29, for cpap mask and $August 12, for rental of cpapThe insurance denied claims and the patient were sent statements February 20, 2016, March 21, 2016, and April 20, for the balance dueThe patient called and paid the balance of $on May 10, 2016, however the payment didn’t post in Apria’s system until May 19, The balance was turned over to collections on May 14, before payment posted and the insurance also reprocessed claim and paid June 07, Upon review of the account, the patient was not eligible to receive the mask July 29, For these reasons Apria have removed the collection balance and requested a refund of $After speaking with the patient, she indicated that she paid $to collectionsThe patient was advised that the agency could refund her for payment made since the balance had been recalledWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare LLC

Please accept this as Apria Healthcare LLC’s (“Apria”) response to patient consumer rebuttal filed with the Revdex.com We have again reviewed our records and we have found no indication of errors with patient billingOur records show that patient made his payment of $on February 10, The payment did not post to his account until February 18, It does take Apria’s system seven to ten business days to post paymentsBefore his payment posted, a system-generated billing statement was sent to patient on February 16, We have record of explaining this to patient on February 23, when he called regarding the statementFurther, Apria’s billing statement states: “Recent payments may not be reflected on this statementPlease allow at least days for a payment to post to your account.” Patient was not double-billed; after his payment posted on February 18, 2016, he had a $balance In regards to the delay regarding the warranty exchange of patient equipment, we found the following upon review of patient account/records: Patient contacted Apria on January 9, 2016, in regards to his equipment not working and requested that it be replaced The Apria representative informed patient that he would put in a request to have a respiratory therapist assist patient furtherThe request was made that dayPatient called again that same day regarding the same issue and the Apria representative informed him that once the warranty for the equipment was verified, an appointment would be made On January 11, 2016, we verified the warranty for the equipment and requested replacement equipment be sent out to patient by FedExAn Apria agent spoke with patient again on January 20, and advised him that the order was in ready status and asked that patient coordinate with the local branch regarding the orderPatient contacted the branch on January 21, and was informed that the equipment would be delivered the next dayPatient replacement equipment was delivered via FedEx on January 22, We apologize if there was a delay or any miscommunication regarding the estimated arrival time of patient equipmentWe have sent this information to the departments that worked the exchange of the equipment as a training opportunity 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] No one has came to my house to check my equipment...there is none to be picked up, so they must be responding to a different person......yes, someone is to come tomorrow to check my oxygen concentrater......'they are totally confused...no one returned my calls about missed appointments or no voice mails left for me....we will see if they show up tomorrow on Aug 18th.Thanks for your help, [redacted]

08/10/15Revdex.comAttn: [redacted] Dispute and Information Analyst Lead [redacted] Re: Apria Healthcare Inc: Hudson, FLRevdex.com Complaint ID#: [redacted] Dear Ms [redacted] :This Jetter is in response to the complaint referenced above submitted by [redacted] to the Better Business BureauWe apologize for any miscommunication on our part that mayhave resulted in this complaintBelow is a brief description of the complaint matter and ourresponse.Item # 1: Customer's Statement of the Problem: Over a year & a half the company has refused tosupply me CPAP supplies while having documents filed by my Primary Doctor as well as SleepStudy DoctorAt other times during this period they did sell me supplies, then stopped providingsuppliesDemanding Doctor notes and getting Doctor notes but claiming that my Doctor's noteswere insufficientThen stating that the Doctor's notes were acceptable then claiming that thesame Doctor's notes were unacceptableOrder processing persons pass me on to supervisors whodon't call backWhen calling in myself, I go through the same process over and over againI havegone without necessary supplies for as long as plus daysIn the last week my year oldCP AP machine has failed meThe nightmare continues one company agent told me that theyhad my Doctor's notes and would put in a rush orderYou guessed it...no results! I called to see ifthe order had been filed once again the agent told me my Doctor's notes were unacceptableShesaid she would ask for a supervisor to give me a callI'm afraid I have no confidence in Apria'scommitment to my health & survivalProduct_Or_Service: CPAP Machine and SuppliesRESPONSE: After further review of Mr [redacted] 's order for supplies it has beendetermined Mr [redacted] would like to have a new unitA request for the [redacted] andApria required prescription has been requested again on 08/Prior to ***, therequest for all the [redacted] required documents go back over year with many contactsbetween Mr [redacted] and his physician each monthLetters and calls were placed to Mr[redacted] and his physician stating what is required by [redacted] to pay for PAP equipment.Mr [redacted] 's PAP unit was paid by previous private insurance before [redacted] .Therefore, Mr [redacted] would be required to provide the following documents to Apria, abaseline sleep study, clinical notes within the last months stating he is benefiting andusing the PAP and a valid [redacted] prescriptionNow that Mr [redacted] has decided toobtain the new unit the prescription has different requirements than previously when heonly wanted suppliesHe has been asking for a new unit since February of Thethree [redacted] required documents have never been able to arrive correctly with constantcommunication between Mr [redacted] and his physicianThe request for the valid [redacted] prescription has been requested as of ***Once it arrives Mr [redacted] willhave his account reviewed and qualified per [redacted] guidelines so he can receive hisPAP machine.Sincerely, [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 Regards, [redacted] I am not satisfied because they lied to me and the hospital and broke the law They told the hospital and me more then once that they indeed had what was asked for and I would receive it They even tried to call my father two weeks after and say they had what I needed The hospital was told Thursday, Friday, and Saturday that they would deliver the product requested by the hospital staff This does not make it better that they lied and broke the law What are you sorry you lied? Are you sorry you left my child not once but repeatedly with out what they needed? Are you sorry you lied to me more then once? Perhaps they are sorry for something elseYou never lie to some one that needs medical equipmentYou never lie to a mother asking you for the truth

Desired Settlement: To never hear back from their company againThe calls must stop! RESPONSE: Mr [redacted] has been removed from any further automated calls or contact from Apria Healthcare per the requestAny system that would prompt these automated calls have been disabled on his account Sincerely, [redacted] Customer Service SupervisorApria Healthcare

We have confirmed that the patient received a CPAP with humidifier November 21, and walked in the branch on April 14, to return the machinePatient stated Apria was too slow in following the doctor’s ordersApria charged the patient’s credit/debit card $81.95, which $applied to patient’s deductible for January 21, and $applied to March 21, for copayThe patient disputed this amount with her credit/debit card company and was refunded due to authorization for automatic billing was not signedThe balance of $was sent to collections for non payment and $is still showing dueThese are valid balances and the patient is responsible, however we did adjust April 21, $and May 21, $balances that were billed to her insuranceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

Item # 1: Spoke with Mr [redacted] and he was mostly concerned with the unwillingness of the Apria staff member to assist with why he would not qualify for a PAP deviceHe explained that he felt she was rude and would not offer to reach out to the referring physician to help qualify his order He wanted to make sure he elevated his concerns to ApriaRESPONSE Mr [redacted] was responsive to my return call which allowed him to express his concerns with the lack of customer service by Apria HealthcareHe stated that he would not pursue this issue any furtherSincerely, [redacted] Branch ManagerStPeters MO

Item # 1: Mr [redacted] stated Apria Healthcare has sent pre-authorization information to the incorrect doctor and he is requesting that we contact his insurance company to request an appeals process and provide paperwork to the correct doctor and correct claims billed to the insurance.RESPONSE: We have reviewed Mr [redacted] account and confirmed that his insurance [redacted] denied claims for dates of service April 29, through June 29, as not medically necessary due to the authorization being deniedWe contacted [redacted] to confirm why the authorization was denied and was informed that they need clinical notes from the doctor for reviewAt that time we submitted the medical records on file for authorization review and requested the clinical notes from Dr [redacted] and the authorization was still denied.On July 20, our insurance team sent an appeal request to Mr [redacted] insurance [redacted] with the required documentation and currently awaiting payment status from themWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, [redacted] ***Billing Center Quality Specialist

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, 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 $on June 16, and started the process to have this amount refunded to Ms [redacted] The refund check should be received within 2-weeks We keyed an adjustment in the amount of $on June 16, 2015, leaving Chord’s account with a $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

Item # 1:Mr [redacted] states that he received a Continuous Positive AirwayPressure (CPAP) device in March which was a replacement for an existingmachineMr [redacted] stated that he was informed in September that ApriaHealthcare would submit the purchase claim to his insurance company, [redacted] RESPONSE:We have reviewed Mr [redacted] ’s account and found that the convertto sale was processed on April 2, for the Continuous Positive AirwayDevice that was received on May 27, The activity on Mr[redacted] ’s account does support the information that [redacted] did request the purchase of theContinuous Positive Airway Device in To correct the accountwe have reversed the payments made by Mr [redacted] for the amounts that he wasbilled in January & February of A refund will be sent toMr [redacted] in the amount of $in form of check Per Mr [redacted] ’s request, a detailed statement will be mailed tothe address that Apria Healthcare has on file for him which reflects a zerobalanceWe do apologize for the miscommunication as our goal is to ensurecustomer satisfaction as well as accurate billingSincerely, [redacted] Patient Account Resolution Team Lead

In review of this concern, I reviewed the call Instance ID [redacted] which was an outbound call on 06/29/at 2:53pmDuring that call, the husband advised which breast pump he wanted, the agent advised that it appeared the branch did not have that item in-stock but she could send the order out to the branch but the item would have to be orderedShe provided the branch the direct contact number for the branch and advised the husband that they would have to pick up the pump at the branchShe told him to make certain he called before he came in because the item was not currently in stockThe call was handled very wellThe frustration came during follow up conversations with the branch agentThis PCCR should be reviewed by the branchThe wife was set to have her c section on 07/02/and they wanted to make sure they had the pump prior to her surgery [redacted] Area Customer Service Manager

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]

We have reviewed patient account and confirmed that she received the oxygen equipment on September 8th, We received a discontinuation order for the oxygen from the doctor on September 10th, and the pickup order was processed but then canceled because a respiratory therapist home visit was required before pickupWhen the respiratory therapist spoke with patient on September 15th, stated she wasn’t using the oxygen but would contact our office when she wanted the equipment picked up after contacting her doctorOn October 13th, patient called to schedule pick up and it was scheduled and completed on October 19th, Our billing is setup to bill on a monthly basis and even though the equipment was not in use patient still had the equipment in her possession resulting in the charges being patient responsibilityWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

I wish to file a formal complaint

On 9/11/the patient called in and ordered supplies with Apria Healthcare The patient had not placed an order in years, and the agent assisted the patient and ordered all supplies necessary and eligible for the machine When quoting copay, the agent informed the patient, this is an estimate and could be more depending upon if you have met your deductible or not Next the agent asked for payment method and the patient updated the credit card on fileThe patient was then asked would you like this card to be automatically billed for all future charges, and the agent was given the verbal confirmation of yes This gave authorization to bill card, which is why when the order was processed with the insurance and a deductible was still due, the card was billed the $ We do apologize that this was not better explained to the patient However, we did advise copays were an estimate and charges depended upon insurance and deductibles When the patient called on 9/12/after seeing charges, the agent tried to stop shipment When the agent was informed the shipment was shipped, she advised the patient not to open the box and he could return it for full refund We can initiate a full refund once the supplies are returned On 10/3/17, the patient returned the unopened supplies and a refund is being issued We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC