Apria Healthcare

Email sent Friday 4-10-Requesting additional information. Apria has not been contacted with the patient name, therefore we are unable to research/respond to the complaint
Good Day Ms***,
I am the Liaison with the Revdex.com for Apria Healthcare’s corporate
office assigned to follow up on your Revdex.com complaintI am unable to research this matter without the name of your uncleOnce I receive that information I will follow up with his local officeThank you
***

Item # 1:MsBrill has reviewed our response and is still not able to access the Ms***’s electronic billing statements onlineMsBrill is requesting proof that the payments that the misapplied payment was located and applied appropriately.RESPONSE:After reviewing Ms***’s account, it was confirmed that the last statement generated for thisaccount was on November 27, 2014.We have located and applied the payments that were not applied correctly which leaves a $balance on Ms***’s account at this timePer MsBrill’s request an email has been sent along with an itemized statement reflecting the payments that have been applied to Ms***’s account.In regards to the oxygen humidifier prefill (water) deliveries, we have it set up in our system to deliver every four weeks going forward.We apologize for any inconvenience this may have caused as our goal is to ensure customer satisfaction as well as accurate billing.Sincerely,*** *** ***Patient Pay Management Center Lead

We have reviewed the patients account and confirmed that the claim for date of service December for his durable medical equipment rental in the amount of $was removed from collections and patient is no longer responsible for those chargesPatients insurance Medicare has been added to the account to bill for claims beginning in January 26, through November 26, and going forwardAt this time, claims are currently pending payment from the insurance with no patient responsibility at this timeWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

Item# 1:Ms.*** states that she has been misinformed regarding the rental of the CPAPdeviceAlso when she returned the equipment she states that she paid the openbalance of $26.74, then was later charged another $106.94. RESPONSE:Ms.*** filed a complaint with Apria’s
corporate office simultaneously with theBetterBusiness Bureau complaintWe called and discussed the billing issues with Ms.***on April 16, We explained that the $charge was the copay amount forthe March 7, date of serviceThe $charge was for deductibleapplied by the insurance for the March 7, date of serviceWhich shestated that she understood and had no other additional issues nor requested adetailed statement or refund at that time. We doapologize for the miscommunication as our goal is to ensure customersatisfaction as well as accurate billing. Sincerely,***
***Billing Center Quality Specialist

RESPONSE:We have reviewed Mr***’s account and found that the portable oxygen was neverpicked up in the sytem, therefore it continued to bill each monthWe have corrected thebilling in our system and had the portable oxygen picked up so it will no longer bill eachmonthWe have started the refund
process to have the overpayments refunded and anypending invoices adjusted.Mr***’s account balance as of today is $and we apologize for any inconveniencethis may have caused.Sincerely,*** ***Billing Center Quality Specialist

We would like to apologize for the level of customer service you recently experienced regarding your mother’s Durable Medical Equipment (DME)After a review of her records, we confirmed the prescription did not state the DME was needed STATTherefore, the order was processed utilizing our
standard protocolApria’s protocol to process a standard order is within 7-business days after receipt of the initial orderAlso, your mother’s records indicated the order was canceled by the patient due to the copayment requirementAgain, we sincerely apologize for the inconvenience and/or challenges this issue caused you and your motherWe 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
Regards,
*** ***
Although your findings at least in part may justify your reason for the customer service failures -- your finds are inaccurateWhen the order was placed on 4/with *** height and weight was providedIn addition, she was told to call my father timesI was heavily sedated. I was promised by multiple representative that the supervisor of your *** *** location would call me - he never did. When the equipment was delivered only half the items were provided. Equipment never arrived for week and my Dad had to carry me around the house. maybe if customers could call *** *** *** ** *** *** *** ** *** *** you might get your act together. Resolution sought: compensation in the amount of for equipment purchased out of pocket due to your negligence as well as personal time spent obtaining equipment and phone calls over Thank you

This is a follow up to complaint# ***I had a billing issue with Apria that was admitted by the company to be their mistake and the issue was supposed to have been taken care of and I accepted a resolution of the company making the correct billing adjustmentHowever I am still receiving harassing phone calls from Apria and in addition the company has sent me notice today they are sending me to collectionsThe company did not obviously follow through on their previous agreed upon resolution.I would like the billing adjustment the company promised and admitted they made to ACTUALLY be madeI would also like a physical statement sent to me via certified mail that my statement balance is zero dollarsI would also like a HANDWRITTEN apology for the company failing to comply with the agreed upon resolution and a list of what actual steps have been taken to fix this error

We would like to apologize for the level of customer service you recently experienced regarding the delay in receiving your respiratory suppliesAfter a review of your account, we confirmed the delay was pending a compliance download of your respiratory device which was completed on January 20,
Your insurance provider requires a compliance download prior to authorizing additional respiratory suppliesAlso we apologize for the communication difficulties you experience, we determined there were several service disruptions that dayWe 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 caseSincerely, Apria Healthcare, LLC

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 that several attempts have been made to obtain a correct prescription from your ordering physician to qualify you for your
respiratory equipmentThe type of respiratory equipment you are requesting has specific setting requirementsOnce we receive the corrected valid prescription from the ordering physician, your order will be processed Again, we sincerely apologize for any inconvenience 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I l consider this complaint resolved
Regards,
*** *** ***

We have reviewed patient’s account and have removed the outstanding balance from collections and patient is no longer responsible for those charges We have also requested that the collections agency have all information removed from all credit agencies if necessary and a letter sent to
patient as confirmation that it has been taken care of. At this time the account reflects a zero balance with no outstanding claims pending with the insurance
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingWe apologize for any inconvenience this may have caused.
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 did reach out to me. They asked me to provide copies of all checks (front and back) for the payments made so they could "research" the account. My payments are made through my employer's healthcare flex-spending account administrator, MyHealthEquity. Payment are sent via "VPay" (an example"VPay" attached for our reference) not by check. Clearly, Apria hasn't looked into this account issue very well! I sent this example to Apria stating that their billing center needs do the research to find these payments and learn how to apply them. I don't believe it's my responsibility to improve the internal processes at Apria's billing center! Also, they haven't given me ANY indication that the payments won't continue to be lost in their billing center moving forward. I've asked Apria to figure it out and email me with the new processes they have in place to prevent the ongoing lost payments. If Apria is able to give me some assurance they've got processes in place, then I will accept their response
Regards,
*** ***

Item # 1: Customer had to wait several hours to be released from the hospital due to waiting for Apria to deliver oxygen. Item # 2: Customer’s doctor changed prescription and faxed to Apria. When customer called, was told Apria could not locate the fax. Item # 3:
Customer’s oxygen delivery did not arrive on the day she was told. RESPONSE The prescription Apria received on 12/12/did not indicate a need for a change in equipment. The patient’s equipment at that time was appropriate to accomplish the change requested in the patient’s liter flow The cause for the delay to be discharged from the hospital was due to the fact that the original paperwork received by Apria Healthcare did not indicate a portable to be delivered to the hospital. The established process with *** *** is that the *** *** employee sending orders in will contact our Apria Liaison covering *** ***There is a dedicated phone number and pager number for this contact during regular business hoursIt does not appear that this process was followed by the *** *** employee that sent the orders in The home setup was processed through for delivery at 5:38pm and patient contact was made at that timeThe driver attempted to initially contact the patient at home via phone for delivery at 6:44pm and made no contact, as the patient was still waiting at the hospitalLater that evening at 9:04pm paperwork was received by Apria from *** *** that the patient was provided with an E Portable System for discharge Sincerely, *** ***Area Customer Service ManagerLittleton, CO

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,
*** ***

Item # 1: Condition of Equipment unacceptable to patient RESPONSE: Per the initial complaint, the patient received a cane that appeared to be used and stated that several calls were made and messages left regarding the situationAll branch calls are routed through our Regional Customer
Care Center in Jackson, TN and there is no notations regarding messages left or contact being made with a Customer Service Rep or local branch personnelIf the request had been made, Apria would have honored an exchange for an equivalent replacement A request for refund in the amount of $has been completed. Sincerely, *** *** Branch Manager Duluth GA

We have confirmed that the patient did not meet the 70% usage requirement in order to obtain authorization for continued coverage with his insuranceThe patient was then billed under self-pay and is responsible for the billed amounts during the time he was in possession of the rental equipmentApria Healthcare will accept any payments made, however in order to prevent collection activity the balance must be paid in fullWe do apologize if this is an inconvenience 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
If Apria states that they knew the claims had been denied and returned why was a not informed for months when I specifically asked if they were paid? No one told me "these claims are pending" until November if I had found out that the payment had not gone threw I would of figured out that clearly I was no longer being coveredApria also gives no answer as to why I was sent more than a years worth of supplies in masksThey claim I said I had VA INSURANCE which I never said I said VA was covering my sleep apnea now and that they may pick up the bill and make payment to ApriaThey also failed to answer why after being told 3x to contact the VA They kept informing me that it had not been done why am I just now finding out there is more work to be covered on my end to even get it processed through the VAApria also fails to answer why I have $in late fees when I was told on the phone by there representatives to discard my bill and that I would be contacted in the futureApria has not handled anything properly from there sideIf I had known immediatly that my claim through Tricare was returned and not covered I would of paid the previous month charges and not ordered more suppliesHowever Apria decided to wait : months to inform me of the denials so I would not have time to act on my behalfI don't know why they would fail lot inform me properly on any occasion, or why they chose to send me to much stuff I suppose just till fill there pockets with money from those who serveI wish I had looked them up ahead of time when I saw there awful reviews I never would of accepted services from them.
Regards,
*** ***

We have reviewed the patients account and confirmed the CPAP supplies he received were returned and an adjustment was enteredThe patient is no longer responsible for the chargesWe have also requested a refund be processed to the insurance as the charges were billed to them in errorAt this
time, the patients account 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

We would like to take this opportunity to thank you again for taking the time to convey your concerns to usAfter another review of your records, our records indicate that on January 30, 2018, a customer service representative contacted you and confirmed that you have received the correct respiratory supply Again, we sincerely apologize for any inconvenience or challenge this issue may have caused youWe 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