Apria Healthcare

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
As stated in my initial complaint, I made various attempts to correct and get the required documentation for Apria from my doctorMy doctor also made attempts and never received a responseIt took hours and hours to get someone from Apria to actually pick up the phone and call the doctorThis took from the beginning of December until the 29thThe very first time I called, and multiple times after that, I had already explained to Apria that my insurance only covered the order until 12/31/and the order had to be put through no later than 12/31/I was assured by Apria that this would not be an issueI had to cancel the order in January, as Apria failed to meet what they had initially promisedI have never had to spend so much time and frustration on any order, especially for something medically necessary
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
Troy did not opt in for auto ship, they are slamming products to customers unwantedWe also did not receive a call from Apria I phoned them upon receipt of bill which was in JuneThey told me that they received insurance denial (wrong insurance) at the end of April I am assuming that is why I did not receive a bill until June June is when I called them to find out why I was being billed directly as self pay.If they were suppose to preauthorize why didnt they know the insurance info on file was not accurate? If not authorized why did they ship? I am confused.
Regards,
*** ***

We have confirmed that the patient received a cpap machine June 26, with Humana as her insurance and signed our sales service and rental agreement authorizing automatic payments with her credit cardThe patient insurance paid claims for dates June 26, through November 26, at
100%Humana required a ten month rental before the cpap would be purchased, however the patient’s insurance changed before purchase price was met causing the contract to restart with new insuranceAnthem insurance was effective November 1, 2015, but wasn’t updated by the patient until April 1, Apria tried to bill claims to old insurance for December 26, and January 26, due to not being aware the insurance was no longer valid which billed at the insurance’s contracted rate of $59.30, however the patient was billed self-pay price of $for February 26, and March 26, totaling $The months of April and May was billed to the current insurance Anthem under a national retail price of $The allowed amount is $per month with the copay being $The insurance applied their deductible therefore the patient was billed the full claim amount for each monthWe tried to rebill December 26, and January 26, to the correct insurance and deductible was applied to those dates as wellThe patient returned the cpap June 9, and charges have applied to dates of services from December 26, through May 26, for the rental of the cpap machine with no further billingAll appropriate steps have been taken to ensure accuracy of 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
I had a meeting with Molokai *** Hospital's (Part of the *** Medical Center, Hawaii) RN Office Manager, *** *** upon receipt of Apria's response They also disagree with the claims made by Apria, regarding "missing paperwork" related to the sleep study As for the 30-day download, that was mediated while I was on one of my MANY phone calls with Apria; an agent did the download while were waiting on the phone line - she said "done" and it was "ok" As for the Face-to-Face appointment, that was fulfilled at Molokai *** Hospital in March I managed to get the LOCAL MAUI number to Apria, and spoke with the manager there - she assured me that the Respiratory Therapist would call me to a consultation (which never happened) She asked me to call back, if that call never happened When I did, she said that the Therapist had done a thorough record review and said that "everything was OK", nothing to worry about However, I am STILL having serious difficulties with the machine, and I NEED HELP The Respiratory Therapist as STILL NOT CONTACTED ME! Molokai *** Hospital placed calls to Apria locally and nationally, and have NOT received any word back either I am COMPLETELY dissatisfied with this blatant disregard for human health care
Regards,
*** ***

We would like to apologize for the level of customer service you experienced with our offshore service partnersDuring a review of your account, we confirmed you were contacted by a customer service agent who was able to assist you with your insurance questions
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

We have reviewed the patients account and confirmed that an order was placed for her durable medical supplies on March 22, and July 28, We have pulled the calls for both dates of services the orders were placed and confirmed that patient was informed that items were covered by the insurance but until the insurance was verified, there’s no confirmation of whether the items would be covered at 100%, 80% or if there is a deductible that’s dueThe patient was also informed if there are any out of pocket or deductibles she would be responsible for the chargesWe 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
Than you for the information I am rejecting their response because I have received yet again a past due bill demanding payment in full They state on the bill that my account is seriously past due and payment is expected immediately This additional bill is proof that they have not cleared my account as they stated. thank you,*** ***

Revdex.com:
I received the check in the mail today, 9/23/ I appreciate the work done by the Revdex.com I truly believe without your intervention I would still be trying to get my money Thank you so much for all your help I never contacted the Revdex.com but all the great things I've heard about you is true and I will never what you have done
Regards,
*** ***

Item # 1: Apria Healthcare failed to retrieve equipment that is no longer required RESPONSE Mr*** called to have equipment picked up on 6/18/a piorder was generated at which time all billing on the equipment stopped. Because the equipment is respiratory related a
discontinuation order must be obtained from the Physician. The patient was contacted on 6/29/by our Respiratory Therapist and the piwas completed on 7/1/ Sincerely, *** *** Branch Manager

We have reviewed the patients account and determined that we do not have a signed Sales, Service and Rental Agreement on file giving authorization to charge the card providedThe charges billed are still pending but once those have been posted to the account, a refund can be processedThe balance
would still remain valid and the patient will receive a statement in the mailWe apologize for any miscommunication or inconvenience this may have caused
Sincerely,
Apria Healthcare LLC

We have confirmed that the patient paid $upon scheduling her appointment on 5/25/and was charged again June 3, on appointment dateOn the day of the appointment the patient was contacted in regards to the mix up on the calendar, however she was already at the office and the branch
did take care of getting her set upHer card has been removed from auto billing and an expedited refund has been requested, which will be overnighted to herWe do apologize for the miscommunication as it is our goal 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
Apria's response is percent factually inaccurateThey did not ship the products promisedInstead, they sent a letter demanding more information by phone or in writingWhen I called them by phone to verify my information, they refused to accept it verbally and told me they WOULD NOT honor their contractual agreement to send me the medical products owed meThis is when I contacted the Revdex.comSo, it appears they are continuing in their effort to provide the services which they're contracted to provideI await my products and their taking action to do the right thing
Regards,
*** ***

We have confirmed that the last statement sent to the patient was dated March 06, The payment posted to her account March 10, 2016, after the statement had gone outThe account has been cleared and no balances are dueWe believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction
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
I was not informed of the additional cost past June This is why I have not paid from that point until now I would like to return the device as stated in the initial complaint No new information has been provided
Regards,
*** ***

I do not understand the response from ApriaWe have paid the collection agency that Apria sent our account to and have a patient advocate fighting the amount in disputeI do not understand their response belowAre they saying that we now do not owe this amount or that they have washed their hands from our account and put the ball in someone elses court? I need clearer answers then this.*** ***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 reviewed the patient’s account and confirmed that the patient called June 23, stated he didn’t have his new insurance information at that timeHis wife called July 24, in regards to a statement and updated the insuranceApria Healthcare has a contract with the insurances and if the purchase price isn’t met a new contract starts over with the current insuranceThe patient signed a sales service and rental agreement initially agreeing to the terms and conditions of billingThe patient was registered to receive statements via email and have been unenrolledThe patient was also enrolled in the opt in program to have supplies shipped automatically when eligibleHis wife called September 11, 2015, regarding the bill said she didn’t receive supplies shipped August 20, and wanted to be removed from the opt in programThe patient was removed from auto shipping and it was confirmed that the supplies were shipped and left on the porchApria Healthcare did however send replacement supplies at no charge October 13, A paper statement has been mailed to the patient dated May 16, 2016, which will only reflect the open balance on the account, so invoices have been printed and mailed to detail billing from inceptionUnfortunately, we can’t remove the patient from our dialing system as long as he have a business relationship with us and a valid open balanceWe have taken all appropriate steps to come to an amicable resolution
Sincerely,
Apria Healthcare LLC

On 7/11/the patient’s spouse called in and spoke with Apria reps in regard to being informed that there was an amount in collections that needed to be paid before supplies could be orderedThe account was escalated and reviewed on 7/13/and the invoices were all recalled from the collection
agency and a resolution letter was being sent to the patient to inform the invoices were recalledThe agent then informed our customer service department to process the patients order for suppliesWe spoke with the patient’s spouse on 7/25/and she stated the issue was resolved, she received the letter that the invoices were recalled from collections and sent in error and received the needed supplies. We apologize for any inconvenience this may have caused. 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 contacted the patients mother and explained the billing process for the equipmentIt was explained, when there’s a change of insurance before the prior payor agreement is complete, we have to honor the new plan agreementWe have also informed her
that all payments have been applied to the account and reflects a zero balanceThe equipment has been placed in pickup status as requested, therefore; patient will no longer be billed for the monthly rental of the equipmentWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

ITEM # 1: Mr*** states that Apria is trying to charge him for equipment he no longer hasHe is requesting a letter saying that the equipment was returned and the total outstanding balance is $and no other bills will be sent to him.RESPONSE: We have reviewed Mr***’s account and
found that his equipment was returned on August 18, We needed the face to face notes from the doctor and for the patient to sign a Sales, Service and Rental Agreement showing that they had received the equipmentBecause we were unable to obtain the needed documentation we adjusted the open invoices, leaving Mr*** with a $There are no pending invoices, therefore Mr*** will not receive any more calls or statements from Apria HealthcareWe apologize for any inconvenience this may have causedSincerely,*** *** Billing Center Quality Specialist

ITEM # 1: Ms*** states that she was having numerous issues with her portable oxygen concentrator and contacted Apria many times, but to no availRESPONSE: Ms***’s physician ordered a specific portable oxygen concentrator that we normally do not supplyTo accommodate her, we tracked
down the only one we had left in the company, in our San Antonio branchMs*** was advised that since this wasn’t an item that is kept on the shelves, any supplies for it would have to be special orderedOn 8/22/2014, Ms*** advised us of an electrical issue that she was having with the portable concentratorThat same day, a Respiratory Therapist called her and the issue wasn’t the machine itself, but the voltage in her office as the problem only occurred at work and not at homeOn 10/16/2014, Ms*** called into our travel department, requesting an extra battery for her vacationSince she didn’t receive the portable concentrator through that department, the battery would have to be special orderedOn 10/23/2014, I advised Ms*** of our initial conversation about the availability of items for this machine, offered her a comparable portable concentrator so this wouldn’t be an ongoing issue and she wanted to stay with the one she hadOn 10/31/2014, Ms*** requested a car charger for the portable concentratorThis item had to be special ordered, which can take upwards of weeks to be receivedMs*** followed up on December 1st to check on the status of the car chargerSince it still wasn’t received, I apologized and again offered her a comparable machine, which she refusedThe new power adapter and car charger arrive to us on 12/5/and were delivered to Ms*** on that dateSincerely,*** *** Branch Manager Brooklyn NY