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
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 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

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

Item # 1: Mr*** stated that he was informed by Apria Healthcare that his CPAP unit would rent for months and then he would own the equipment but he is still receiving billing statements. RESPONSE: We have reviewed Mr*** account and confirmed that he received his CPAP unit and
supplies on February 27, We submitted claims to CCX for rental of the CPAP unit for dates of service February 27, 2015- June 27, and claims were paid at 100%On June 27, claims were billed under self-pay as patient was non-complaint with the usage of the machineAt this time Mr*** has an open balance of $for dates of service July 27, 2015- August 27, in which he was billed $per month for the rental of the CPAP unitWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

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,
*** ***

We have reviewed the patients account and confirmed that he was quoted self -pay price for his mask replacement because he was not eligible to order one until August 22, 2017. Patient stated he wanted to cancel the order and wait until he is eligible to order but the order had already been
shipped to himOur customer service team canceled the payment taken from the credit card for $on July 24, 2017; therefore, the account should reflect that the payment was never taken from his account due to the cancellation and he can confirm that with his credit card company. The mask was returned to our supplier therefore patient is no longer responsible for the chargesWe 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 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,
*** * ***-***

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentA formal written response dated February 14, addressing you concerns was mailed to your address on record via first class mail. Again, we sincerely apologize for any miscommunications and or challenges this issued may have caused and wish you well in your future treatment 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 reject this "statement" because I was told by Apria that my equipment would bone coveredHowever, Apria informed me that *** "never" approves these types of claimsIf this is true, why was ?I'm lead to believe I could file a *** claim? Had I been properly informed *** would not approve there equipment, I could have chosen another form of therapy that best fits my needs. Also, did you all read the parts where I had to drive to your office location and hand deliver my doctors paper work on at least occasions? But this document you all have on file was brought to my home as if I was being hunted down by the police or something. That alone shows me my interest was never taking into proper consideration. Finally, the equipment does not work and is not fit properly. I never missed an appointment with my doctor, but Apria failed to support the equipment and is not providing my medical needs. I will NOT pay to be treated with little regards for my health and definitely will NOT be paying for equipment that does not work. I paid as agreed for the equipment for several months, but I am still not sleeping properly and I was deceived from the beginning; which is very bad business.
Regards,
*** ***

We would like to apologize for the level of customer service you recently experienced regarding your spouse’s respiratory equipmentAfter a review of his records, we confirmed that on September 13, we received the prescription for the respiratory equipment; however, we were missing the
documentation required by the insurance providerWithout the documentation the insurance provider would not issue the authorizationApria Customer Service Representative contacted the spouse on September 19, to discuss the process, unfortunately the spouse declined the order at that timeOn September 25, the spouse contacted Apria’s Customer Service Representative and requested the order for the respiratory equipment to be processedThe delivery of the respiratory equipment is scheduled for October 3, Also, Apria prides itself in providing excellent customer care for our patientsThe local manager has been informed of the mishap regarding the courier service that delivered the equipment to your residence, and the agent in question has been provided retaining. Again, we sincerely apologize for any inconvenience or challenges this issued 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

We have verified with the patient insurance that all claims have been processed and have obtained payment information from themAt this time there is no pending patient responsibility balancesWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

I'm OK with the resultsIt is a shame this company would not listen to their customer, however they seem to to have responded to you the Revdex.com> Thank you for your assistance within matter.*** ***

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,
*** ***

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,
*** ***

*** *** contacted Apria on 8/15/in regard to the status of her *** orderShe was advised that we didn’t receive the order and asked to resend the prescription, which she didThe prescription was received that day and processed and insurance verifiedThe *** was delivered on 8/19/2014. The *** was covered at % and deemed a rental by her insurance in which a monthly fee was to be paid to Apria until the purchase price was metThe *** would then be considered owned by the patientHer insurance paid for the *** from 8/to 1/2015. *** *** contacted us on 1/6/in regard to a balanceThe balance was not for the ***, but her yearly deductible for 2015, which was to be paid by her, as per her contractual agreement with her insuranceThe deductible was to be paid because her insurance made a January payment to us for the ***. *** *** asked for the *** to be picked up, but it was already purchased for her by her insurance and she owned itApria has a day return policy on unused itemsEven if the *** was to be picked up, it wouldn’t clear her deductible which is owed. A patient’s deductible is as per her agreement with her insurance and not the vendor or referral that she uses. All stipulations, expectations, policies and procedures are provided in our sales, service and rental agreement which was given to her and signed by an appropriate party during delivery. Sincerely,Apria Healthcare, LLC

We would like to apologize for the level of customer service you recently experiencedAfter a review of the records we confirmed that the item purchased by you on Apria’s ApriaDirect website was not the item you receivedThis was due to a customer service errorWe pride ourselves with providing
excellent Customer Care and this has offered an opportunity for coaching to prevent this type of circumstance to occur again We have also confirmed due to this inconvenience, you have been refunded and are no longer obligated to return the items Again, we sincerely apologize for the inconvenience or challenges the issued 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

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,
*** ***

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 reason why I am rejecting this responseIs because in the response it notes that the general manager contacted meThat is not correct a non-truth (i.elie) I contacted the local location finally after going through hoops to find a local number that someone would pick up the phone atOnce I got through And spoke with the manager and explained my issue, then was notified she would have to order my product due to Apria sending my order to wrong location I was finally able to get my product ONLY after I had to fight and go through hoops to get someone on the phone instead of Apria's useless phone service which also provides inaccurate information Aprias response is BS and is not acceptable for the level of dissatisfaction I receivedI am also a healthcare provider This incident in my opinion is borderline neglect Apria part for the amount of time we had to wait for medical equipmentI will also notify the hospital regarding my experience with Apria I am dissatisfied with the level of service from this company
Regards,
*** ***

We would like to apologize for the level of customer service you recently experienced regarding your husband’s respiratory equipmentAfter a review of his records, we confirmed that there has been communication from the local facility explaining the use of the portable respiratory equipment and
the importance of utilizing the machine in the homeAlso, based on his prescription on record the portable oxygen concentrator (POC) will not support his needsIn addition, this is not a covered item by the insurance provider on recordThis has been explained to both the patient and his spouse numerous times 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 have not yet received an updated statement indicating corrections to my accountI checked online and it is not reflected on my balance, nor is there an updated statementPrior to the response I had paid the January bill the day it was received, less the disputed amountThey also have not provided how they plan to resolve their internal issues with ensuring that this practice is discontinuedThis appears to be a habitual issue within the organization, and the threats of damaging my credit and being aggressive about collections that were based on unfounded claims have not been addressed in their responseBefore I am willing to accept the resolution I need real proof that my account reflects what is written in the responseI need confirmation that no derogatory marks have been posted to my credit
Regards,
*** ***