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
I do not see any adjustment to the balance owed on my account when I look at it in epay.apria,com It still shows that I owe them $(see attachment - current balance.jpg) The adjustment referred to in Apria's response has not been made to the total I expect the balance to be adjusted to $(removing the charge of $85.66) I am also attaching the original bill and insurance company *** It is clear from the *** that: The $charge does not appear on the EOB for the date of service noted The charge of $42.83, while correct, has the wrong Date of Service per the EOB.If Apria will simply remove the $line item from my account and reflect that on my balance, I will be satisfied and will pay the bill
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
The response still does not explain why on March when Apria received authorization, the order did not ship,it was only when I called to inquire on March that they realized the order was not processed, then it was shiipped
Regards,
*** ***

The patient’s account has been reviewed and a copayment is required upon ordering supplies, however his statements generate on the 12th of the month and the payment didn’t post until 15th of the month causing a bill to be sent outHe is eligible for nasal pillows every ninety daysThe patient
received nasal pillows September 28, and was not eligible on November 3, The order for April 3, was returned due to being shipped to the wrong addressThe patient went to the local branch to pick up supplies April 11, 2017, everything was available except the nasal pillows and a new order was placed to be shipped April 21, at no charge as the patient would be away until April 20, He also received nasal pillows July 31, and was not eligible on October 11, We do apologize for the inconveniences as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We have confirmed that the patient did provide his credit card, however it was not set for auto billingPer email sent by the patient November 7, 2017, he indicated that he was deployed April He was sent statements prior to April for service dates April 25, through January 25, Some billing dates started going to collections as of January 29, and still no payments were madeThe patient is responsible for any balances generated for the rental of the machineWe believe all appropriate steps have been taken to resolve this matter. Sincerely, Apria Healthcare, LLC

Thank you for your letter concerning the level of customer service you experienced during your contacts with Apria to obtain your CPAP supply orderWe certainly understand your frustration with the level of customer service response you received, and we want you to know that these concerns have
been taken very seriously. The feedback you have provided will be used for coaching and training our employees.The standard timeframe for orders of this nature to ship take approximately days from the date of the initial orderTo resolve any additional delay the requested order has been shipped overnightAgain, we sincerely apologize for any challenges you have experiencedIf have any additional questions or concerns please don’t hesitate to contact 800-310-

We have reviewed patient account and confirmed that patient returned the CPAP heated tubing that he received a bill forWe have entered an adjustment for the amount of $and patient is no longer responsible for those charges and there were no late fees applied to his accountWe have provided
our Customer Service Department all information regarding the issues the patient experienced to ensure better customer service is provided for him going forward and his account currently reflects a zero balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We have confirmed that the patient received cpap supplies November 25, Upon verifying his insurance found that he have *** *** *** *** ** ***, who has *** *** as their third party administratorApria Healthcare’s contract with the patient’s insurance don’t allow us to bill the
patient directly and give price quotesIf the patient is responsible for copays or deductibles then he will be billed by his insurance administrators Care Centrix not Apria HealthcareWe believe that all appropriate steps have been taken to ensure accurate billing and apologize if this has caused an inconvenience

Item # 1: Did not receive elevated leg rests with the wheel chair and communication of the delivery. RESPONSE The equipment order came directly from ***’s insurance company, ***. The order did not include elevated leg rests and therefore were not authorized by *** at
that time. We do try to provide delivery time frames, however, there are times when additional last minute orders are placed between existing deliveries. The chair has been exchanged and the elevated leg rests have been provided. Again we apologize for any in convenience this has caused. Sincerely, *** ** *** Sacramento Branch Manager Apria Healthcare

We have confirmed the patient received a bipap December 23, with Kaiser Permanente as his insuranceThe contract agreements are based on the insurance provided and if not purchased the agreement starts over with the new insuranceWhen the patient changed to Humana the agreement started over
as the equipment was not purchased but under a maintenance with no chargeApria Healthcare has converted the bipap to ownership due to the time he has had the machineAn adjustment has been requested for the balance of $as a one-time courtesy with no further billingWe 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 experiencedAfter a review of your records, we have confirmed that on 10/27/you spoke with a supervisor regarding your concerns and discussed your frustrations with getting incorrect ordersAlso, we confirmed that your
correct order was shipped on 10/27/ 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

This letter is in response to the Revdex.com case number referenced above that was submitted to the Revdex.com on 09/24/15. Thank you for taking the time to notify us of your unsatisfactory experience with our serviceWe are taking every action possible to make sure that this problem is
rectified and we are able to provide the best solution possible to your inconveniences Below is a brief description of the concern(s) and our response. Concern # 1: Missed or rescheduled appointments Response #1: The client was contacted and an appointment was scheduled at his convenience Concern #2: long hold times, dropped or disconnected phone calls and hearing challenges Response #2: The Organization is aware of the challenges with periods of extended hold times, dropped or disconnected phone calls and is working on improving the phone system. Sincerely, Apria Healthcare LLC

We would like to take this opportunity again to thank you for taking the time to convey your concerns to us to apologize for any miscommunication on our part that may have resulted in your concernAfter further review of your records, we confirmed that since your last correspondence with the Revdex.com, the order for your respiratory device has been approvedAlso, an Apria representative contacted you and you have an appointment scheduled for September 1, at 2:pm Again, we sincerely apologize for any inconvenience or challenge this issued has caused. Sincerely, Apria Healthcare LLC

Again, we would like to apologize for the level of customer service you recently experiencedAfter a review of your records, we have confirmed again that you have an open balance on your accountOnce the open balance is paid, your supplies can be shippedYou may contact Apria Healthcare’s billing department at (866) 505-to discuss payment options and for further assistance
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
Sincerely,
Apria Healthcare LLC

Item # 1:Ms*** stated that she began receiving oxygen services from Apria Healthcare in August Ms.*** states that she received a bill totaling over $and is not understanding why being that she has a primary and secondary insurance.Ms*** states that she has made several
attempts to contact billing in regards to her bill and has experienced extensive hold times & also stated that she has also tried to communicate by email and has not received any response as well.Ms*** is requesting assistance with her account and to ensure that the claims are submitted to her*** plan along with her secondary insuranceIn addition, Ms*** request that the collection agency be notified as well. RESPONSE:After reviewing Ms*** account, in order to bill *** for equipment prescribed by a physician, they require specific criterial that must be obtained and submitted along with the claims for processing. Apria Healthcare previously requested testing results along with face to face notes from Ms*** physicianIn addition, Apria Healthcare also needs a WOPD (Written Order Prior to Delivery) as well.Per our records *** * with *** * *** *** *** contacted Apria Healthcare on April 2,and it was explained to her of the information needed. 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

The patient had made payments on the equipment rental for 1/23/17-3/23/17. The insurance started paying and paid for the 4/23/date of service and then purchased out the machine on 5/23/17. Supplies for the equipment were either denied then paid by the insurance or adjusted off. Currently there is a zero balance on the patient account and only dates of service pending being billed or rebilled to the insurance. We only show that the patient has made payments each in the amount of $for a total of $231.96. we show checks Check ending in *** $posted in our system on 3/7/Check ending in *** $posted in our system on 3/21/Check ending in *** $posted in our system on 5/25/We acknowledged the patient was billed in error for the denials and a refund check in the amount of $for the above payments was processed on 9/1/I sent an inquiry to find out if the check was received and cashed and found out that it was returned undeliverable by the post office. The address was incorrect; this has now been corrected and the check for $has been reissued on 10/2/and should be received within 10-business days If there were more payments made by the patient, we would need proof of the payments to locate them to give the patient the additional refund as we do not have records of any other payments We 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 experiencedDuring a review of your records, we confirmed that Apria was unable to make contact with you after attempts made both in May and June The RT had also attempted previous home visits with no success in
due to an address discrepancy
A recent appointment was made with the RT for a home visit on 8/5/and you were set up with your respiratory equipment
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

Item # 1: Mr*** stated he provided Apria Healthcare his updated insurance information on several occasions and is now receiving a bill for $because the information was not updated in the system in a timely manner RESPONSE: We have reviewed Mr*** account
and confirmed that he received an automated system request from us to order CPAP supplies on 12/02/At that time the system requested his updated information but it does not reflect in our system we added the new information; therefore I have removed Mr*** balance from collections for $and he is no longer responsible for those chargesWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, *** ***
*** *** Billing Center Quality Specialist

Patient account has been reviewed with assistance from our insurance team and they have contacted the insurance and currently appealing the claims with them and patient was provided that information as well on May 12th, by one of our representativesThe open balance has been placed under the
insurance until the appeal process is complete and at this time there is no patient responsibilityWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare

Item # 1: Customer’sStatement of the Problem: On January 2, I placed an order for CPAP unitaccessories: 6' tubing, white filters (mosupply), water reservoirbasket (humidifier), each, CPAP Pro Kit (APRIA #***) Consisting of: NasalPuffs, Diffusers, Mouthpiece, Hose Clamps, Curved
Bracket, Screw & Nuts,Corrugated Tubes, "Y" CouplingI have received all of the above itemswith exception of the CPAP Pro Kit which contains the specific items containedthereinI have telephoned APRIA countless times and to date; the customerservice staff cannot advise the status of my CPAP Pro kit which is sorelyneeded! My personal situation is now desperate, in that the mouthpiece that Icontinue to use is nearly a year old and is in terrible condition (insuranceentitles me to a new mouthpiece every months)I have tried many times tocontact the corporate office to inform them of my situation, but theirautomated telephone message simply refers the caller to the general customerservice telephone number; where they are unresponsive to my problemI amextremely concerned that the mouthpiece I am forced to continue to use maycause future health problems such as a type of bacterial illness due to theaband extended use. ComplaintBackground: Purchase Date:1/2/2015 DesiredSettlement: I am truly in desperate need of receiving the above kit whichincludes all of the contents mentioned above, especially the mouthpiecePleasekindly assist us in trying to get information regarding the status of my CPAPPro Kit? My situation has become desperateRespectfully, *** ** *** RESPONSE: Mr.*** ***’s supplies were shipped overnight by the local branch who mustorder these supplies each time he requests themThis particular CPAP mask willalways be a special order item requiring from month to months for the orderto processThis is a unique mask. The other portion which took some time to complete is a compliance download showing his secondary insurance *** *** he is compliant using his CPAPnightly. Mr*** has been contacedt on May 12, the day his supplies shipped with an ETA of May 13, 2015. Sincerely, *** ***SupervisorSMC/HST

We would like to apologize for the level of customer service you recently experienceAfter a review of your records, we confirmed that the order for your Durable Medical Equipment (DME) was received on August 7, The order was not processed accurately initially unfortunately this caused the
shipment to be delayedAlso, we confirmed that on August 21, your DME order was shippedApria prides itself for providing excellent customer care and this event provided an opportunity for coaching of staff to ensure this does not happen again Again, we sincerely apologize for the inconvenience or challenges this issued 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