Apria Healthcare

The account is under my daughter *** ***However, I sent an email off to the CEO and the issue has been resolvedPls close case

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 resolvedWhile I'm glad they gave me a good phone number, that doesn't erase the wasted time and frustration Now we'll see if they get the invoicing correctly In the past they've collected payments, sent me a balance due and then, months later, sent me refund checksJury is still out and, whenever they have 'made things right' in the past, they have fouled things up again we will see how it goes??
Regards,
*** ***

We have reviewed the patients account and see that the patient’s sister provided her credit card information via phone to Apria Healthcare on September 9, to secure the rental equipment being provided to her brother, the patientWhen the equipment was delivered to the patient on September 16, the patient signed our sales service and rental agreement which states “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 deliveryThis signed document gave the authorization and permission to charge any credit/debit card provided to ApriaAt this time we have receive notification from the issuing credit/debit card that the payment to Apria Healthcare will be reversed and taken backWith that being said a system generated statement is being issued to the patient for the total balance of services providedWe have also issued an itemized/detailed statement as requestedIn regards to the claims for the rental of the provided equipment/supplies, we submitted claims to the patient’s insurance as requested and received explanations of benefits for each claim stating the balances were the patient’s responsibility to pay as the equipment is not coveredWe also able to spoke to a representative with the patient’s insurance company (a reference number can be provided for this call upon request) who advised the denials were correct/valid. The representative stated the pre authorization Apria Healthcare obtained for the rental of the patient’s equipment was canceled because *** *** received a request from another company for the same equipmentAlso the representative advised Negative Pressure Wound Therapy (wound vac therapy) is not covered per *** ***’s exclusion of disposable durable medical equipmentBecause of this the patient will remain responsible for the balances applied to his account and will need to work directly with his insurance to further dispute the chargesWe 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 automatic telephonic calls you have recently receivedAfter a review of your records, we confirmed that as of December 1, your account has been permanently removed from our automatic telephonic dialing system Again, we sincerely apologize for any
inconvenience or challenge this issue 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

Again, we would like to take this opportunity 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 further review of your records, per the licensed respiratory therapist at the local branch the respiratory equipment you received is functioning properlyThe modem that malfunctioned is a separate component from the respiratory equipment and does not interfere or affect the way the respiratory equipment functionsA new modem was shipped to youAlso, the manufacturer confirmed the modem was activated and is functioning properly Again, we sincerely apologize for any inconvenience and/or challenge this issue has caused youWe greatly appreciate you for taking the time again to bring your concerns to our attention Sincerely, Apria Healthcare LLC

We have been in contact with the patient’s mother regarding her concerns and on 4/21/we provided the mother with complete resolutionWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria
Healthcare LLC

May 6, 2015Revdex.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 thatmay have resulted in this complaintBelow is a brief description of the complaint matterand our response.Item# 1:Mr*** states that he does not agree with our response and request that an empoweredrepresentative contact him to find a better resolution than the company's silence.RESPONSE:We have spoken to Mr*** and the equipment was exchanged on May 15,2015.Sincerely,*** ***Billing Center Quality Specialist

Thank you for taking the time to bring your concerns to our attentionIt appears we did not properly process the documentation sent from the physician’s officeThis caused the patient’s account to bill directly to him instead of to the patients *** insurance*** requires that a
written order of delivery (WOPD) be obtained prior to delivery of the CPAP unit, if the WOPD is obtained after the equipment has been delivered then *** allows Apria to pick up the machine and provide a different one and begin the billing to them using the date of the newly delivered equipmentUnfortunately these processes were not completed properly and no billing was ever released to ***To rectify our mistake we have removed all balances sent by Apria Healthcare from the collections agency and we have removed/adjusted or written off all open balances currently on the patient’s accountAs of 1/8/the patient has a zero balance with Apria Healthcare, there will be no billing to *** for the machine currently in the patient’s possessionWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced regarding our automatic telephonic systemAfter a review of your records, we confirmed that all of telephone numbers including the cellphone number on record has been permanently removed from all our dialing
platforms Again, we sincerely apologize for any inconvenience and/or challenges this issue has 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 credit card dispute filed by the patient was received however, it was not acceptedWe are showing a manual refund completed on January 9, in the amount of $We are unable to accept this dispute due to the charge have already been refunded per our recordsWe apologize for any inconvenience this has caused Sincerely, *** *** ***

ITEM # 1: Mr*** states that Apria Healthcare charged his credit card $in early December He states that when he called regarding the charge he was told that his doctor had confirmed he was still using the CPAP unit and it was converted to saleMr*** states that he was
informed the local manager would be able to assist with resolution on the CPAP unit and credit card chargeHowever, when he drove the miles to the local office the manager was not there and was to have called him back but has notHe states that he has disputed the credit card charge with his credit card company (USAA), however needs to know how to get the CPAP unit returned to the local storeRESPONSE: We have reviewed Mr***’s account and found that he received the CPAP unit on February 1, Mr*** provided his credit card to place on file for any charges not covered by his insurancePer Mr***’s insurance guidelines Apria must submit documentation from the physician for the patient to be CPAP compliantApria went to great lengths to assist Mr*** with obtaining the documentation necessary to qualify his claims for coverageApria faxed paperwork to the physician and spoke with the physician’s office and Mr*** in an effort to assist Mr*** in obtaining the documentation necessary to submit claims to MedicareHowever, Apria was unable to obtain the needed documentation and started the process to pick up the equipment until we could get Mr*** Medicare compliantWe were unable to reach Mr*** by phone, so we mailed him a letterMr*** contacted Apria and stated that the face to face notes were done in April by the physician and he would contact them and request that they fax the notes inStephanie with the physician’s office contacted Apria on the needed documentation to make Mr*** Medicare compliantShe stated that she would fax the information to us, we did not receive the informationApria converted the CPAP unit to sale December 2, and charged Mr***’s credit card on file that he provided at set up for the purchase priceMr*** contracted Apria on December 11, regarding his credit card being chargedMr*** stated that he would contact the local office about returning the CPAP unitWe have record of Mr*** going to the local office to return the CPAP unit and the branch manager not being thereWe apologize for the branch manager not calling Mr*** back, we have reached out to her and she stated that no one gave her the message to contact Mr***The branch manager has now contacted Mr***, who is going to return the CPAP unit to the local officeThe amount for the convert to sale will be adjusted offMr***, confirmed to the branch manager that he disputed the charge with his credit card companyOnce we receive the dispute we will recoup the payment back to his credit card companyWe will not refund Mr*** by check because if we did he would be over refunded and then owe Apria money backWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.Sincerely,*** ***Billing Center Quality Specialist

Item# 1:Mr.*** is requesting for the billing issues to be resolved and to terminateApria Healthcare as a supplier.RESPONSE:We have reviewed Mr*** account and found that he was onauto supply shipments.We were shipping him the allowable supplies per his insuranceguidelinesPer his request
we have removed him from the auto supply shipmentsand had his phone number removed from our dialer system.We submitted the January 8, order to *** ** *** ***,however on April 23,2015, they denied the claim as patient responsibilityThe amountof $was referred as Mr*** responsibility. The April 8, order was submitted to the *** *** ***,which we received a no coverage denial on April 17, The amount of $195.54was referred as Mr*** responsibilityWe are in the process of verifyingthe *** ** *** *** insurance and will work to resubmit the claim. We apologize for any inconvenience this may have caused.Sincerely,***
***Billing Center Quality Specialist

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
Dear *** ***,The following is an update on Complaint ID #***.Today I received in the mail a check from Apria Healthcare for $408, the total of charges to my credit card in July As Apria has now both adjusted my balance and issued a refund, I am satisfied and consider my complaint resolved.This being said, I would like to encourage the Revdex.com to carefully monitor Apria HealthcareI called Apria many times, my insurance company called at least twice, and I visited my local Apria office prior to submitting my Revdex.com claimAll of the representatives were similarly condescending and unhelpful, and so I believe my individual issue is likely part of a larger problem with the companyThat many of its customers are likely elderly or disabled is particularly troubling.Thank you for the prompt handling of my complaint.Sincerely,*** ** *** ***

We have reviewed the patients account and were able to determine that the January claim on file was billed to *** *** on January 28, We received a response from the insurance that this invoice was processed and applied towards the patient deductible for This claim was
paid by your insurance however, they took back the payment made and the claim was billed as patient responsibilityThe previous refund was sent out in error and the balance would remain patient responsibilityWe would like to again apologize for any miscommunication or inconvenience this has caused Sincerely, Apria Healthcare LLC

Apria Healthcare informed the patient of the need for a new sleep study, however his physician is to evaluate him and have the sleep study scheduledThe patient has been sent letters advising him that a copy of the evaluation was neededWe have not billed the patient prior to informing him of the requirementsIt is up to the patient whether he continues renting the equipment knowing *** may not cover or he can return it and start over to be *** approvedWe feel all appropriate steps have been taken to resolve this issue 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,
*** ***
I would like APRIA to acknowledge that the large masks that they said I was not charged for cost me $40+ dollarsThey have taken the money out of my debit card accountI sent the masks back to APRIA this morning via their courierI have NOT had the money refunded at this timeThe APRIA representative made it sound like they allowed me to keep the masks and they did not charge me for themHe is mistakenI have BOTH paid for the masks AND returned themPerhaps the representative would be able to look up the details of this transaction, and correct his response.*** ***

We have reviewed the patients account and it has been determined the balances which are currently being billed to the patient are valid balances and will remain on the accountThe patient is currently being billed for the 20% coinsurance monthly for the rental of his oxygen equipmentWe are aware
the patient has a primary and secondary insuranceWe are obtaining payment from the patient’s primary insurance and have received denials from the secondary insurance of ***We sent the patient a letter in November notifying him, his secondary insurance plan does not cover durable medical equipmentThe letter more specifically stated “does not cover the charges for services that you have received from Apria HealthcareMass Health has advised Apria Healthcare that the plan you have chosen is a state plan and not a *** planWith this state plan, Durable Medical Equipment is not a covered benefit and any incurred charges are/will be patient responsibility.” (Another copy of the letter can be provided upon request) The letter also advises to please contact the number on the back of the patient’s card for more information on the plan type the patient choseWe received confirmation this letter was received when the patient’s daughter in law contacted us via phone November 23, stating she received the letter, on this date we advised of the open balance on the account and why the patient was being held responsible for the balancesEach time a call was placed to our billing department about the balance, this same information was given and the caller was advised to contact *** for more information on the patient’s planUnfortunately, we have no control over the type of insurance plan the patient chose nor can we control what items are covered or not covered under the patient’s planWhile we certainly do not wish to send a patient to an outside collection agency, our system is designed to automatically send balances to collections when proper notification has been made that a balances is due, and the balances are left unpaidRegrettably we will not be able to honor any type of compensation for emotional distress, as we have no control over the patient’s insurance coverageWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We have confirmed that patient received CPAP supplies on August 26, and claims were submitted to her insurance and denied payment therefore billed as patient responsibilityClaims were placed in collections due to non-paymentI have completed a detailed itemized statement of the billing as requested by patientThe information includes the invoices that were been placed in collections and I have mailed the information to the address we have on filePatient can review the information and can follow up with her insurance for questions in regards to any claims that were denied by themWe apologize for any inconveniences this might have caused. Sincerely, Apria Healthcare LLC

We have reviewed the patients account and confirmed that we have a Sales, Service and Rental Agreement on file signed by the patient authorizing his credit card to be placed on file and to be automatically charged for services not covered by his insurance planThe charge of $was for the convert to sale of patient equipment and the two charges of $were for supplies received totaling $577.51. The claims were billed as self-pay because his insurance plan with *** was verified as inactive; however, the patient has informed us that his plan with *** *** *** was effective as of 8/28/Therefore, our payor change team is in the process of verifying the plan, and if possible will try to resubmit claims to *** *** *** for processing to confirm if they will cover the invoicesWe have sent a copy of a detailed itemized statement of the billing to the patient as requestedWe 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 patient account with assistance from our insurance team and they confirmed that patient was billed for date of service September 1, through November 1, for the monthly rental of the respiratory assistance deviceWe requested authorization on October 21st, and was
unable to obtain authorization therefore we billed for the denial for those dates of service and charges were billed to her credit card as patient responsibilityWhen patient received her respiratory assistance device on June 1, her spouse signed our Sales, Service and Rental Agreement authorizing the credit card to be placed on file for any charges not covered by the insuranceWe do apologize for the miscommunication and the oversight of not contacting you prior to you being charged for the non-recurring charges as our goal is to ensure customer satisfaction as well as accurate billing We have also removed your credit card for recurring to discontinue any automatic charges to your account
Sincerely,
Apria Healthcare LLC