Apria Healthcare

Item # 1:Mr*** states that he has spent multiple hours reconciling and contacting ApriaHealthcare in regards to billing that occurred on his flexible spending card.Mr*** is requesting a full reconciliation of his Apria Healthcare account. RESPONSE:In regards to Mr
***’s account, *** * has spoken with Mrs*** on3/26/A detailed accounting of Mr***’s account has been mailed to him per request. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,*** *** ***Patient Account Resolution Team Lead

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11766882, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The nurse at the doctor's office tells me she has repeatedly sent APRIA form CMN 484, which I've been told *** requiresYet, APRIA does not get it straightened out. We have an excellent supplement to ***, *** *** ***But, they will not pay until *** pays firstAPRIA does not get it straightThey call me repeatedly trying to collect from me rather than ***I think they believe they will get more money that wayThey called yesterday (November 1st); the day before (October 31st) -- almost every day.APRIA called several times asking where I saw the doctorI give them that information, but they ask over and over again, in spite of the fact that the doctor's nurse has been dealing with themThey just don't seem to get it together! I worry about my credit rating being messed up by their incompitence.I have high blood pressure and all of this is quite stressfulYour help is greatly appreciatedThank you
Regards,
*** ***

ITEM # 1: Complaint involves delivery issues Customer’s Statement of the Problem: My husband is in need of a replacement part for his CPAP machine which is provided and serviced by ApriaHe called to place the order, was given the details of the product needed, gave the credit card information to
pay for the part, and was told he would receive it within in 7-daysAfter days without receiving the item, he called to inquire about the partHe was then told he needed a doctor's prescription for itThere are several problems with this1) If this is true, why was not informed of this when he first called? 2) According to his physician, a prescription SHOULD NOT BE NEEDED for this part3) The customer service reps he spoke to were rude and refused to answer his questions4) This is not the first time we have had complications arise due to this company's lack of professionalism and serviceMy husband is recovering from a stroke and his CPAP is required to reduce the complications from his disabilityHe has now been without the machine for weeks and is beginning to show signs of problems, included reduced oxygen levels, increased coughing, and increased headaches and head pressure, which is causing his depression and anxiety to increaseRESPONSE: Multiple attempts to resolve Shelly ***’s concern on behalf of Eric *** have been unsuccessfulI have provided dates the ***’s have been spoken to and left messages forAlso attempts to obtain the prescription, which is the only required document Apria must have to dispense any suppliesHis past prescriptions are no longer validA message was left on May and May 26th May 27th Mr*** did call backAt this time it was explained the current prescription Apria was given has expiredOut of courtesy Apria did request another prescription on May 11th It was also requested again on May 27th Mr*** was given information that he also must contact his physician to assist in obtaining a valid prescriptionAs of June 2, a valid prescription had not arrivedOn June 4, a call was placed to Mr*** providing this information for his assistance to obtain the prescriptionHe stated it was not a good time and to call back on Monday June 8, Mr*** had not ordered supplies from Apria since November Once Mr*** is able to obtain the prescription from his physician it needs to be faxed to ***His order will be created and reviewed for qualification to ship suppliesSincerely, *** *** Supervisor Sleep Management Center Apria Healthcare

We have reviewed patient account and confirmed that our insurance team has the Certificate of Medical Necessity information on file and are currently working with the doctor’s office to resolve the issue in order to correctly bill claims on patient accountAt this time patient has no invoices
placed in collectionsWe 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 experienced regarding your respiratory equipmentAfter a review of your records, we confirmed the General Manager contacted you to discuss your concernsAlso, we confirmed that recently a licensed therapist assisted you
with your respiratory equipment at which time the therapist determined your equipment was working properly after the home visit 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

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 contacted my insurance they state they did process the claim for CPAP ownershipHowever rejected claims sent after that for the same item with different codingThere is no reason to reject the first claim
Regards,
*** ***

Item # 1:Ms*** states that we charged her credit card on file for the full amount for her CPAP supplies in January even though she had insuranceShe also stated that the refund was not fully refunded to her credit card until December which caused issues with her credit score from
her credit card company.RESPONSE:After full review of Ms***’s account, we do have a signed SSRA (Sales Service & RentalAgreement) dated July 22, where Ms*** did provide authorization to bill the credit card on file for future charges.A refund to Ms***’s credit card was processed both on 9/30/for $and also on 12/23/for $70.40.We do apologize for the delay with your refund to your credit card & have addressed appropriately astraining opportunity with the staff involved with Ms***’s account.In regards to the credit bureau, Ms***’s credit card company will need to communicate with the credit bureau as Apria Healthcare did not report negatively on her behalf with the credit bureau.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 asaccurate billing.Sincerely,*** *** ***Patient Pay Management Center Lead

Revdex.comSan Diego, CAAttn: *** ***Dispute and Information Analyst Lead***Re: Apria Health care Inc.: ** ***Revdex.com Complaint ID#: ***Dear Ms***:This letter is in response to the complaint referenced above submitted by Mr*** ***,to the Revdex.comWe 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:Mr*** states that the contract that was sent to him was not signed and conflicting,unexplained bills were sent to collections.RESPONSE:After reviewing Mr***'s account and sales, service and rental agreement we havemade a courtesy adjustment of $towards the open Apria balanceThe amountreferred to West Asset management has also been removed, leaving Mr*** a $0.00balance.Sincerely,*** ***Billing Center Quality Specialist

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 told them the device did not come with filters and they should have someone call me with an order for a pack of filters. No response. It is a matter of timelinessThey took for ever to get my device to me in the first place while I was suffering. They should provide a pack of ten of these filters for free for my trouble at the very least
Regards,
*** ***

On August 27, initial order was placed for portable oxygen cylinders, which was delivered timely and accurately.On August 30,patient called for resupply of tanksAt that point, Apria Technician asked patient a series of questionsThese questions include;The specific elements of his
issue which ultimately was a tank shortage.Were the tanks for portability?What modality was needed and being utilized?What was his LPM? Was he a cluster headache therapy patient?All the questions were asked to determine, how to service him correctly and not to be combative or unprofessional. Pt was confused and thus could not provide detailsLogistics Supervisor traveled to *** office and called the patient and was informed he was a travel patient also set up in ***Supervisor explained to patient the information the technician asked as well as ensure he would have enough Ountil TuesdayOn September 15, patient spoke to Apria Account Manager and was under the impression he was to receive a concentrator/homefill systemRx confirmed that patient is indeed a cluster headache ptPatient stated he was using his tanks @ 8LPM, which would explain how and why he exhausted the tanks in ChicagoThis is contrary to his rx settings of lpm prn, to which pt stated he was not aware ofAs a cluster headache patient, the concentrator/HTF system is not the appropriate clinical therapy for this patientPatient is now aware of his RX parameters and has direct contacts established with the *** ** branch for future needs or questions

Item # 1:Mr** states that Ms*** was charged for equipment that had been returnedHe states that the apartment number had been left off of the address, therefore they had not received a statement and the amount of $was referred to collectionsOnce the collection agency contacted Ms
*** she made the payment, however he states that she did not owe and has been told she would receive a refundMr** is requesting that the refund of $be sent to Ms***. RESPONSE:We have reviewed Ms***’s account and found that she received a breast pump on May 1, Mr** called on June 14, to have the breast pump picked upApria sent a UPS box and request to UPS to have the breast pump returnedMr** called on July 1, 2014, requesting the breast pump be picked up, Apria provided Mr** the UPS phone number to call and request the pick-upThe breast pump booked in the system on July 1, 2014, because the equipment had not been returnedThe breast pump was received back to Apria on July 9, 2014. However, because the breast pump had booked on July 1, and Apria does not retro the rental price, Ms*** was sent statements in the amount of $Apria had not placed the apartment number in the address screen and once the unpaid invoice became days old it was referred to collectionsMs***’s payment of $posted to the collections balance on November 15, 2014. We apologize for the inconvenience and delay in the refundWe have confirmed that the refund process has been started and the correct address is on file. Sincerely,*** ***Billing Center Quality Specialist

Revdex.com:I have reviewed the response made by the business in reference to 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 company's response is a lie. First, they stated that I received service, not a new machine, in However, I did in fact receive a brand new machine in ***It was that machine which began leaking and had to be replaced this year (for which I am now being incorrectly billed)I DID NOT receive service from the *** branchIn fact, I have not been to the *** branch in several yearsNeither machine was ever serviced, aside from when it was replaced in ***.Apria TOOK MONEY FROM MY ACCOUNT without authorizationWhen my wife called on Nov 24th, they told her that they COULD see the new machine I got while in ***, after searching for minutesHere, now, they are denying it completelyThey also told her that the warranty on every machine is different, but could not tell her specifically which machine had which warrantyThus, they couldn't say when each machine's warranty would've expired, but with one exception- the one they are claiming I replaced this yearRecordkeeping is a very basic business practice. I called today, the *** branch, and asked for a copy of the documentation showing this machine's origination. Apria is not even taking this complaint seriouslyIt is blatant disregard of the facts and absolute refusal to acknowledge themThe fact that the company itself cannot see its own documentation for the machine I got in Florida is, to a larger extent, the point: the left hand doesn't know what the right hand is doing, & I'm the one they're trying to screw money out of for it.This business has no business being in business.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
[I was told by our health care provider that I needed to call Customer Service at Apria to obtain that part, yet when I did I was subjected to the abuse I described in my complaintWhy was it necessary for me to resolve this myself by going to my local Apria supplier? I demand to know why I was subjected to the treatment I received from Apria's so-called "Customer Service" personnel and I want to know what Apria is going to do about it.]
Regards,
*** ***

After a full review of the claims submitted to the insurance and billed to the patient as well as confirmation from the shipper on the product quantity the patient received, we have made corrections to the claims and are in the process of resubmitting to the patients insurance for paymentAt this
time the patient has zero patient responsibilityWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
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,
*** ***
I appreciate Apria correcting their $mistake but it should not have taken the Revdex.com to get involved for this to happenThe last statements sent to me were returned with a copy of my paid in full receipt dated 6-10-the error should have been caught thenMy initial request was not only to have the $dollar mistake resolved but to have no further business or communication WHAT SO EVER with ApriaREMOVE ALL OF MY CONTACT INFOMATION FROM YOUR SYSTEM! The harassing phone calls at all times of the day even on Sunday evening at 9PM are NOT ACCEPTABLE, or any day for that matter

Item # 1:Ms*** states that when she received the equipment on April 24, 2014, she informed the representative that her insurance would terminate and she would be eligible for *** benefits on May 1, Ms*** states that she provided a credit card at setup and was told not to
worry that we would bill to ***.Ms*** states that she has experience extensive hold times when calling in to speak about her account. RESPONSE:After full review of Ms*** account, she received her CPAP unit along with supplies on April 24, When the equipment was delivered to Ms***, she received an SSRA (Sales, Service & Rental Agreement) for the rental of the CPAP unit.We were aware that Ms*** has *** as her primary insurance and *** *** as her secondaryIn order to submit the claims to ***, we must obtain documentation that is required by *** guidelinesWe have made several attempts to obtain the necessary documentation from Ms*** physician, such as compliant face to face notes & a WOPD (Written Order Prior to Delivery) showing usage and need for the CPAP Unit. Being that we were not able to obtain the necessary documentation, we placed Ms.*** account at self-pay which results in the balance currently on her account in the amount of $along with the amount in collections in the amount of $296.88; that is patient responsibility. In regards to the hold times that you have experienced when contacting our billing centers, Apria is currently working on implementing new staff to minimize the hold times when patients call in to place orders or speak about their account. We apologize for any inconvenience this may have caused. Sincerely,*** *** ***Patient Pay Management Center Team Lead

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 response from the business provided no proposed action or resolution; they simply stated that they knew which unit I have, but that is after months, a previous complaint with Revdex.com and discussions with multiple representatives. I purchased the unit from their own local branch, yet their customer service representatives, whom I am required to call rather than the local branch, do not have the information in the system. The business representative states that their customer service representatives are trained to always confirm what unit you have, but the customer service representatives I spoke with had no clue what type of unit I had, and it was very clear that they were not confirming but instead attempting to obtain that information from me. Even after I provided them with the information, they still got it incorrect. I continued to reiterate with the business representative who I spoke with that they need to come up with a proposed action or resolution that will allow their customer service representatives to properly see what unit a customer bought from their own branch, and he stated he would look into it, but he did not mention anything or that he would even look into it in the response. He also told me over the phone that he would look into the fact that though I was placed on their "automatic resupply" list and was supposed to get a phone call when the resupply order was being shipped, I never got a phone call, but he did not mention looking into that in the response. My faith in Apria is not restored, and I never stated as such. *** ***

We have reviewed the patients account and confirmed that he received his durable medical equipment from Apria on April 14, On October 17, the patient sent an email to us requesting the pickup of his equipment and we also received the discontinuation request from patient physician the
same day. The pickup was scheduled and completed on October 20, Our system only reflects the initial contact from patient for the pickup of the equipment that was on October 17, There is no record of patient contact for request for pickup in July The account reflects an open balance of $for dates of services September 14, and October 14, for his durable medical equipment charges that were not covered by the insuranceThe patient will no longer be billed for the monthly rental of the equipment as the equipment has been returnedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

It is a customer service issue or rather a lack there of for some reason regardless of what dispute I picked in your option field i.e.customer service, refund, other: they all forced me into the next page of your web site asking for amount and order number etc my VALiD complaint isnt related to an
item purchased although an item was delivered to me for a medical test but your system although it let me choose customer service didnt let me move to another page not all complaints are based on a physical item the complaint is the non existent customer serviceHope that makes sense sinc eim disabled and only have internet on my phone I couldnt use a real computer to enter the complaint thank you

Item # 1:*** *** states that she was told when she received her CPAP unit that if she would pay self-pay her insurance would be filed and she would receive a refundHowever, she has not received the refund and has now been told that she did not provide her insurance information timely and
would not receive a refund. RESPONSE:We have reviewed *** ***’s account and found that her insurance information was not attached to her account, until it was past timely filingWe left messages for Ms.Grimsley on February 2nd and 5th to inform her that we are going to refund her and adjust off the balance after the refund is processedOnce *** *** contacts us back we will obtain the needed information to process the refund. We apologize for any inconvenience this may have caused.Sincerely, *** ***Billing Center Quality Specialist