Apria Healthcare

We would like to take this opportunity to thank you again 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 continued concernsAfter another review of your records, we have confirmed that on March 2, you spoke with a licensed Respiratory TherapistBoth parties agreed that the organization will ship the device to the manufacturer for repairs and that you will pay the shipping cost. Once your device is returned to your local branch, you will be contacted to pick it up We strive to provide excellent customer care and again we apologize for any inconveniences or challenges this issued may have caused Sincerely, Apria Healthcare LLC

We have confirmed that the patient owns a cpap that was obtained from Apria Healthcare November 27, His insurance has not been billed since November 04, for supplies, in which he does not have a balanceThe patient called Apria Healthcare February 22, in regards to an explanation
of benefits received from his insurance and was advised to contact them, after not finding a balance or recent rental activity on his accountThere are no open claims to re bill to the insurance and for copies of actual claims submitted he would need to contact the insurance company as we do not provide claims to the customersWe believe all appropriate steps have been taken to resolve this matter and apologize for any inconvenience. Sincerely, Apria Healthcare, LLC

Item # 1:Mr*** states that when he received equipment he wasmisleading on the amount he would owe each monthHe also received unordereditems and when he made payment and requested for the services to bediscontinued, he continued to be billedMr*** states that he was alsosent to
collections and had phone issues in his attempts to resolve the billingissuesHe wants to make sure that the derogatory statement on his creditreport is removed and that the account is closed. RESPONSE:We have reviewed Mr***’s account and found that he receiveda CPAP device and supplies on January 24, We submitted claims to *** onbehalf of Mr***, any amounts not paid by *** (copays, deductibles orout of pocket) would have been referred to Mr***’s responsibilityAtthe time Mr*** also signed the oform to receive supply shipmentsevery six months per his insurance guidelines. On January 31, 2014, Mr*** requested to be removed from theosupply orders, therefore he was removedHe also requested to return hisCPAP device and supplies that he had just received, in which he signed an againstmedical advice (AMA) form and returned the CPAP device and supplies. The supplies that had been shipped on January 29, 2014, werereturnedTherefore the amount paid by Mr*** in the amount of$was refundedThe balance that had been referred tocollections had already been sent before the payment of $was made andthen refundedThe Apria system and the collections system are not tied together.As of today Mr*** has a $balance with collections and per thecollection activity, they did not report the amounts to Mr***’s creditreportMr***’s open balance with Apria as of today is $0.00, with nopending invoices. We do apologize for the miscommunication and any phone issues asour goal is to ensure customer satisfaction as well as accurate billing. Sincerely,*** ***Billing Center Quality Specialist

We have confirmed that the patient was billed a total of $for cpap supplies received May 20, 2015- August 26, due to the insurance denying the claimsThe claims were initially billed to the secondary insurance which was listed as the primary insurance on the sales service and rental
agreement and also filled out by the patient on the opt in form to receive automatic shipping of suppliesBy signing these forms on May 21, he agreed to automatic billing and shipping of suppliesThe insurance was corrected November 20, and the claims were submitted and denied for past timely filingUnfortunately Apria Healthcare does not bill a secondary insurance for cpap/supplies when the primary and secondary both are non-government insurancesThe patient’s card was charged October 27, after the claims were appealed and denied againNo statement is generated when the card is charged automatically and a refund will not be processed due to Apria Healthcare did not receive payment from the insuranceThe patient may file an appeal with his insurance for payment or have claims submitted to his secondary insurance and if paid us can then refund for paymentsThe patient did however file a dispute with his credit card company in which the chargeback was declined on February 3, We do apologize for any inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

Item # 1:Ms*** ***d that she received a notice from a collection agency where a debt was sent to *** on behalf of Apria Healthcare.Ms*** also ***d that when she contacted billing that the representative that she spoke was not helpful to her. RESPONSE:After
full review of Ms***’s account, it has been confirmed that the balance that was sent to *** *** were recalled on March 17, Being that the invoices were recalled, the balance will no longer reflect as Ms***’s responsibility. In regards to the customer service that was provided to Ms***, we have elevated to the appropriate management team to address as appropriately as a training opportunity. 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

We have reviewed patient account and confirmed that we requested a refund be processed for patient on August 7th, in the amount of $75.24. The refund was mailed to the address we have on file for patient which was incorrectPatient correct address has been updated in the system and a
refund check is being processed to be sent to her in the amount of $We do apologize for the inconvenience this has caused as our goal is to ensure customer satisfaction as well as accurate billing

The patient received Cpap supplies on September 9, The insurance applied their annual deductible and didn’t cover the costThe patient was advised of copays and deductibles upon ordering and does have days to return any unopened supplies which is noted on Apria Healthcare’s sales service
and rental agreementAfter further review, Apria Healthcare has confirmed that the patient did not receive a sales service and rental agreement with the return policy noted, for this reason we have adjusted the balance due of $We believe that we have taken all appropriate steps to resolve this problem to patient’s satisfaction
Sincerely,
Apria Healthcare LLC

RESPONSE Upon receipt of this concern Mr***’s account was reviewed. Unfortunately, *** has very specific criteria for qualifying Pap equipment. Mr*** should have been advised during the first conversation with Apria what specifically was required for *** reimbursement for the pap device and I would like to apologize for the frustration this caused him. To ensure Mr*** understands the *** requirements I would like to offer a link to the *** website *** This link will provide a documentation checklist of all documents required for pap therapy for ***It was noted that Mr*** originally received his pap device in 2005. Unfortunately, the humidifier he received previously would not be compatible with a new pap device. The new pap model would not accommodate his old humidifier therefore, an updated prescription was needed to provide Mr*** with a new humidifier that could be used with his new pap device Sincerely, *** *** Area Customer Service Manager

Desired Settlement: PROVEDE THE PROPER ATTACHMENTS AS PRESCRIBED BY MY DOCTOR AND NOTIFY *** THAT THE DELAY WAS NOT MY FAULT, BUT THE FAULT OF THE SUPPLIER RESPONSE: Mr*** called in 8/29/stating his mask was the incorrect size requesting small8/31/Mr*** called stating
the headgear was too smallThe information received was misleadingMr*** was contacted on 9/02/advised the mask comes with different size pillows to use the smallest pillow to resolveOn 9/10/15? Mr*** called back asking if his replacement order had shippedPrevious order was canceled as it was resolved on 9/02/But the patient stated he was expecting the small headgearThe order was placed againMr*** called on 9/15/to be advised his order was canceled for missing required *** documentsMr*** was incorrectly informedThe order was for a new mask fitMr*** was contacted on 9/21/to have the mask fit scheduled for 9/ Sincerely, *** *** Customer Service Supervisor 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
Apria states that itemized statements have been sent to me; they have not! Both myself and *** have requested itemized statements, but I have not received my request Additionally, even though I request to receive a statement every month, APRIA states that I won't receive one in their response Although the billing specialist answered the bulk of my questions in writing to my satisfaction, the above two noted issues have NOT been resolved I as well, request a contact person/phone number instead of getting nowhere contacting the only available number, which is a call center
Regards,
*** ***

We have confirmed that the patient received supplies and a cpap machine January 31, The insurance paid for supplies and cpap rental, however the patient has another account showing supplies for the same date of January 31, 2017, in which was deniedAn adjustment of the balance has been
requestedThe cpap is a rental and contracted to bill for ten months before converting to ownershipThe patient’s insurance termed before reaching the purchase price and the rental will be billed as a self-pay or under her new insurance if providedWe apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We have confirmed that the patient did cancel his order after being asked for a credit card to put on fileAlthough the patient’s insurance may cover at 100% there is no guarantee of payment from the insuranceApria Healthcare’s policy does require a credit card to be put on file to secure assets
as wellThe patient does not have to set up automatic payments if he chose not to, however, in the event of the equipment being lost, stolen, or not returned we have to have a card on fileApria Healthcare take all concerns under great consideration, however at this time the policy will remain the sameWe do apologize if this is an inconvenience to our valued customers
Sincerely,
Apria Healthcare LLC

ITEM # 1: Mrs*** states that the supplies were returned to the local office once they received a bill from Care CentrixShe is requesting that the charges be reversed for the supplies that were returned and a statement be written that they do not owe the balance to Care CentrixThey also
want all activities to cease and to be removed from their credit reportRESPONSE We have reviewed Mr***’s account and found that he received supplies on June 27, Apria submitted claims to Care Centrix on his behalf per Cigna’s contract with Care Centrix to handle their billingCare Centrix paid Apria at 100% and submitted a claim to Cigna on behalf of Mr***I Cigna applied co-pay, deductible or out of pocket to the June 27, claims, Care Centrix would bill the patient for his responsible amount dueApria has no record of any supplies being returned to the local officeHowever, to assist with resolution on this matter, Apria has contacted Care Centrix to recoup their payments madeTherefore, after they have recouped their payment, Care Centrix will have to recall the amount that was referred to their collection agency and request that the amount be removed from Mr***’s credit report if reportedWe 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
Regards,
*** ***

The patient received a Bipap June 1, 2015, in which his wife signed a sales service and rental agreement to authorize automatic billing to their credit cardA renewal authorization was needed for dates of service September 1, through November 1, Apria Healthcare requested and received the clinical documentation from the physician October 22, The authorization was received for November 10, The charge made to patient’s credit card for $was to cover the insurance denial for September 1, through November 1, The patient may dispute the denial with his insurance company as these are valid charges and should receive an explanation of benefits from the insuranceWe apologize for any inconvenience this may have caused
Sincerely,
Apria Healthcare LLC

We would like to take this opportunity to thank you again for taking the time to convey your concerns to usAgain, we sincerely apologize for any miscommunication on our part that may have resulted in your concern According to the general manager, during a recent conversation he had with you, you wanted confirmation from Apria that if you receive another automated call from our telephonic system, you may request to have your equipment picked up by signing the AMA (Against Medical Advice) form or by providing a discontinuance prescription from the ordering physician. Again, we would like to assure you that all telephone numbers on record including your cell phone number have been permanently removed from our automated telephonic dialing platforms We sincerely apologize for any inconveniences or challenges this issue has caused Sincerely, Apria Healthcare LLC

Revdex.com:
At this time, I have not been contacted by Apria Healthcare regarding complaint ID ***I have also requested the help of patient care as a third party to this matter and they are getting no where alsoApria has decided to turn us over to collectionsMy many
attempts to resolve this with Apria have come to a dead endThis company should not be allowed to operate and ruin peoples creditI have the feeling that maybe they are fixing their books at my expense
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
Company has not satisfied my need for CPAP (they mistakenly write 'Pap' as in 'Pap Smear') supplies A man saying he was from Respondent Company phoned me on 11/10/and said he would send the CPAP machine white paper filters I require and that the charge would be $ I received a parcel containing filters which are many times too small and DO NOT FIT my CPAP machine Respondent company is now demanding that I pay the $ I refuse to pay it and I am also not going to pay to return the wrong-sized filters The filters reached me in the following manner The man who called me says he works for Apria, gave his phone number as 877-265-ext***, and his name sounds like *** *** or *** ***--hard to say, because he mumbles He did not give me a chance to check the stock number for the filters, and refused to hold the line to let me look Later, I checked my CPAP supply box and found wrappers giving the following info: the correct filters are Tiara Medical noTCF-I called *** a week ago and reported this He has not bothered to call back I also got a phone call from some woman calling herself "*** *** ***" and saying she was calling from the same phone number, ext.*** I called her last week too, after the wrong filters arrived, and I left a message, and she too has not bothered to call back I am also dissatisfied because Respondent Company has not shown me any evidence in writing that it will stop having its bill collector continue to dun me for payment I already made for a CPAP mask and hose many months ago During November, 2014, the Respondent Company has had a bill collector fraudulently contact me about that alleged debt To me, Respondent Company will not have resolved this complaint until and unless it assures me IN WRITING that I owe NOTHING.To me, it looks obvious from Respondent Company's response to the Revdex.com that they do not take this matter at all seriously -- they just do not give a *** about this one customer's complaint I am therefore contacting the federal Medicare system with this complaint, since Medicare regulates medical supply companies Moreover, if this matter is not resolved by Dec15, 2014, I will make further efforts to get the attention of this monster corporation by suing it in local court They have to resolve this, and I will not shut up until they do
Regards,
*** ***

We have reviewed patient account and confirmed that a refund in the amount of $was approved by our branch manager to be processed to patient for the amount that was paid; however that amount was not adjusted off in our system resulting in patient receiving a billing statementI have
enter the necessary adjustment and at this time patient account now reflects a zero balanceWe 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.The account was sent to collections after notifying us weeks priorAll bills had been paid up to date and then it was found that there was a charge from years past that came on one statement and was then sent to collectionsTo say the account was past due over a certain amount of time is correct but without letting the patient know is completely unacceptableAnd yes we paid that in fullWe were paying for a piece of equipment that wasn't neededThis whole bill was over a piece of equipment that was never neededAnd when asked to come pick up the product, Apria was given three phone numbers to reach us to get in contact with usSaying the customer was not complaint is falseThe reasons for this, he was getting tests done to show he needed a CPAP machine, which included but were not limited to, sleep tests, and doctor's prescriptionHe wasn't approved for the oxygen machine because he never needed or used the oxygen machine and this piece of equipment was what the charges had stemmed fromThe CPAP machine and associated charges are not the charges in questionIt was for an oxygen machine that was given for surgery and then was never picked upEVEN AFTER WE OFFERED TO DROP OFF OURSELVES AT THE *** STOREApria not only had numbers to contact us with, but failed to call even after getting another person in management involvedThe very next day Apria failed to contact us to pick up a machineThere were phone calls to Apria's billing about being sent to collections after only being notified weeks prior about overdue charges that were not present in the statement priorYou're billing department failed and we suffered for itYou're delivery/pick up company failed and we suffered for itNo one even came to change the filters or face masks or tubes and these are things that patients are using for their lungs and breathing, and if you had come and changed out what was supposed to be, you could have taken the machineAnd yes, we called for the tubing and masks as well.
Regards,
*** ***