Apria Healthcare

We would like to apologize for the level of customer service you recently experience regarding the *** *** *** (***) for your spouseAfter a review of the records, we confirmed the prescription did not included all components of the *** needed for the deliveryIn addition, the
necessary documentation required by the insurance provider was missingdelay was due to the specifics of the physician’s orders which was missing required documentationAlso, the type of *** needed is a special order that the local branch ordered from the distribution center which arrived within ten business days. Our records indicate that you received the *** *** *** on November 10, 2017. After further review of our spouses records the Customer Service Supervisor identified several opportunities for coaching and reeducation to ensure the customer service representatives process the orders accurately and timely Again, we sincerely apologize for the inconveniences and challenges this issue may have caused youWe 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

Item # 1:1) Mr*** wants to know why if Apria knew the claims had denied was he not informed until months later.2) Mr*** request to know why he received a year’s worth of supplies in masks.3) Mr*** states that he did not inform Apria that he had VA insurance, he states that he the VA was coving his sleep apnea and may pick up the bill.4) He wants to know why he has $in late fees when he was told to disregard the statements. RESPONSE:1) Apria informed Mr*** as soon as we were informedWhen Mr.*** was billed he called regarding the balance and Apria referred the balance back under the insurance and resubmitted the claims after speaking to Mr*** regarding the balance dueHowever they were denied once again by the insurance.2) Apria shipped supplies when Mr*** called and ordered them.3) MrLiscomb first informed Apria he did not know if he had VA insurance or not.We requested that he confirm his correct insurance and let us knowHe contactedApria back at a later date and stated that his VA insurance should have been billed.4) Apria does not charge late fees, the open balance due is for the CPAP rental and supplies that were ordered. Sincerely,*** ***Billing Center Quality Specialist

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentAfter a review of your records, we have confirmed that you received the respiratory device in April and is no longer under warrantyThe licensed therapist recently
explained that if the device was unrepairable a new prescription for a new device would be required prior to receiving a new deviceYour records indicate you had a scheduled appointment with a licensed therapist at the local branch on February 15, to discuss the options in obtaining a new respiratory device 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The statement that I cancelled the delivery is not trueI contacted the office on May 16, to tell them that the delivery never cameI did NOT contact Apria to cancel the delivery as I cancelled my pulmonary rehabilitation in order to wait for that deliveryI was not going to change my plans the rest of the week in order to wait for another delivery that may not come and/or be rescheduled.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Miss *** ***,I receive the message that it has been days, but I have been researching the answers Apria gave and I would like to inform you of the falsities in their statements. 1) The said that the patient signed the contract, he did not his mother did, and she did not give a credit card number at that time.2) When they stated that “I authorize the company to charge any other credit or debit card I have already provided or may subsequently provide to the Company for any payments I may owe to the company” which may be reference by referring to page of the sales service and rental agreement provided to the patient on the day of delivery. This was an incorrect statementOn page of the almost illegible contract it states "I authorize the company to charge my credit card or debit card for any and all rental, purchase and other charges DUE AND OWING by me to the Company..." Well how can it be due and owing when they charged my credit card on the 14th of October, and I didn't receive a statement till after November 10th that has a due date on the bill of December 1st? 3) CC has requested return of funds, but Apria has not refunded the money as of today 12/16/15.4) They stated that the pumps were not covered by his insurance, which is not correct I have a letter stating that both pumps were considered medically necessary and would be covered by insurancePlease have Apria provide the reference number of the insurance person you spoke to.Thank you,*** ***

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 the delay in processing your order for a new device is due to your prescribing physician not providing Apria with the
necessary documentsThese documents are required by your insurance provider in order for Apria to process your claimsOnce your prescribing physician provides the necessary documents which must include the usage of the device along with the benefits you are receiving from using the equipment, the order will be processed Again, we sincerely apologize for any miscommunication or challenges this issue may have caused youWe 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 account with assistance from our insurance team and confirmed that the patient received a CPAP machine on October 5, and signed our Sales, Service and Rental Agreement acknowledging he received the equipment as a rental itemAfter review of claims billed to UHC for dates of service October 5, through November 5, for the CPAP rental and supplies received, claims were denied by the insurance as being applied toward the deductibleClaims were also submitted to UHC for dates of service January 5, through May 17, for the CPAP rental and supplies received and were also denied by the insurance as being applied toward patient deductibleThe monthly rental cost for the CPAP unit under UHC contract rate is $The equipment rental duration was changed in the system in error but has now been corrected to rent for only months. An adjustment was entered for the supplies the patient stated he did not request and returned them. The account does not reflect a refund due, as payments made by him were applied toward his deductiblePatient can reach out to his insurance for assistance regarding the denial of the claims. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We received a PAP order from Mr***’s physician on 11/17/During the verification process, the documentation given to us was deemed non-compliant as per Medicare guidelinesIn accordance to Medicare regulations, compliant documentation and prescription must be received by the medical
equipment vendor before they can bill and dispense suppliesThe physician’s office was advised on 11/and they informed us that they would fax over compliant documentationWe received compliant documentation on 12/5, which at that time the prescription had expiredThe physician and Mr*** were then informed and on 12/16/14, we were told that they would fax a new prescription that day. Mr*** followed up on 12/26/and we advised him that we didn’t receive the prescription from the physicianMr*** advised us that he would follow up with this physicianA non-compliant prescription was received on 1/13/and the physician’s office was advised of the situationThey followed up with us on 1/19/and we reiterated what was wrong with the prescriptionAnother prescription was sent on 1/23/and Mr*** was advised on 1/26/that we would try to expedite the order for himDuring the verification process the prescription was deemed non-compliant as per Medicare guidelinesMr*** and the physician was advised on 2/6/15 Sincerely, *** *** Manager Brookly NY Branch

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** * ***

We have reviewed patient account and confirmed that patient received the pulse oximeter on December 23rd, and patient mother signed our Sales, Service and Rental Agreement acknowledging she received the equipment and authorizing her credit card to be placed on file as recurring for any charges
not covered by the insurancePatient passed away on January 24th, and was never able to use the equipment or take it home but the equipment was not returned until February 2nd, 2016; therefore patient credit card was charged for services in the amount of $which posted to our system on April 28th, The account has been elevated to our management team and attempts have been made to reach patient mother to assist with the account and confirm if a refund will be processed and an adjustment entered and their contact information has also been provided for her to return the call. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,Apria Healthcare LLC

We have reviewed the patients account and have determined as a courtesy to our patient we will removed the December billing for the monthly rental of the breast pumpFrom our review we can see *** did not provide Apria with a renewal authorization and the request to pick up the equipment
was placed after the billing for the month of December had already occurredThis did not leave the patient the option to return the equipment or keep the equipment and be responsible for the monthly billingBecause of this we have completed the adjustment to remove the full billing on the December date of serviceWe 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** **

We have confirmed that the patient received a wound therapy pump and supplies June 16, Upon receiving the equipment the patient signed a Sales Service and Rental Agreement with her credit/debit card information authorizing charges to her card for any balances due and accepting financial responsibility for any uncovered charges by the insuranceThe insurance applied copays to the billed amounts and her card was automatically chargedThe authorization for the charge of $failed, which means Apria Healthcare never received payment and a refund is not dueThe patient’s card has been removed from our system, however she still has a balance due and pending claims with the insuranceAll patient contact will cease after her financial obligation for services have been fulfilled, however a review has been requested to see if claims need to be resubmitted for reconsiderationWe do apologize for any inconvenience, as all appropriate steps have been taken to resolve this matter Sincerely, Apria Healthcare LLC

Item# 1:Mrs.*** states that they were not informed that if a supply order was placed ofthe day return policyMr*** states that he tried to return the suppliesthat were unopened approximately days after the day window.Mrs***states that she spoke with multiple agents, supervisors &
leads to attemptto resolve this. RESPONSE:*** ** contacted Mr*** on April 17, to discuss thisconcern & after thorough review of Mr***’s account, we do apologize forthe inconvenience & issues that were experienced in regards to Mr***’saccount. Apria Health*** has taken an adjustment on Mr***’s account forthe date of service for March 3, due to the return policy not being communicatedappropriately. Apria Health*** is addressing this concern with the previousassociates involved withMr***’s account. Weapologize for any inconvenience this may have caused. Sincerely,*** *** ***Patient Account Resolution Team Lead

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and am thankful for your response to resolve this issue
Regards,
*** ***

We would like to apologize for the level of customer service you experienced. During our review of your records, we confirmed that there was a delay in receiving the required authorization from your insurance company in order to ship your respiratory suppliesOn 2/23/your supplies were
finally shipped with a confirmation from you on 2/25/indicating you did receive the order.
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,
Apria Healthcare LLC

Item # 1: Mr*** stated that Apria Healthcare never informed him of the additional cost past June and would like to return the CPAP device. RESPONSE: We have reviewed Mr*** account and confirmed that at the initial time of setup of the CPAP unit on February 27th, an authorization was requested from CCX to cover the first three months of rentalDuring the first three months of therapy the Sleep Management Team at CCX will monitor and pull compliance information to meet the requirements from CignaAt the time the CCX team reviewed the compliance data Mr*** was non-compliance with the usage and did not meet the requirements and then was removed from the compliance program with CCXThe information was provided to us from CCX and Mr*** equipment is billing under self-pay and no longer follows the program guidelines of renting for six months then converting to saleThe agreement is between Apria and CCX and because Mr*** was deemed non-compliant we can no longer bill the insurance for the CPAP as they will not cover the equipmentThe CPAP will continue to rent until it reaches the self-pay purchase price of $1,Mr*** advised us of the issues with his mask and we sent him three different masks one on initial setup February 27th, and on March 31th, and May 27th, and he was still non-compliant with the amount of usage required for the programMr*** can contact our Customer Service department to return his equipment and discontinue the billingAt this time his account reflects an open balance of $We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, *** ***Billing Center Quality Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12636100, 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 resolutionPlease respond in this space ONLY] You have my address the whole timeYour excuses are considered fraud
Regards,
*** ***

Hello,
Thank you for bringing your continued billing concerns to our attentionYour concern indicates there is an attachmentIt was not included in this concernPlease provide the attachment
Once this information is received, we will address your concerns
We do apologize for any service issues you are experiencingWe do take them seriously.
Sincerely,
Apria Healthcare LLC

We have confirmed that the patient moved to another state causing a new account to be createdUpon transferring equipment to new account the parents refused delivery and returned all equipment which was noted under the new accountThe previous account was billed on July 1, 2016, however the
equipment was returned the same dayThe patient has received reminder calls to return equipment from the previous accountA request to remove the equipment from the account has been made and phone numbers removed from auto dialersApria has not received payment as yet from the insurance for July 01, date and balance will be adjustedThere will be no further contact made and a letter of apology has been sentWe believe all appropriate steps have been taken to resolve the issue to the parent’s satisfaction
Sincerely,
Apria Healthcare LLC