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 am working with a new primary care Doctor ( *** *** M.D. *** Adult medicine , @ the *** *** *** , 1*** *** * *** * *** *** *** *** * ) At Our first Meeting last week upon examination he ordered an increase in the amount of oxygen I use as a result of my illness I have only Heard from Apria once with regard to this , stating they would make and extra delivery to see me through the week The issue is how ever how many number tanks of oxygen they will give me , I try and stay active and I believe that is what has kept me alive so long As a general rule I am away from home for about hours every day , for those times the number tanks are the easiest for me to transport , The number tank is very heavy and hard for me to put in and take out of the car Now that the Doctor has ordered me to set the oxygen on , from , I am afraid that Apria will reduce the number of number tanks instead of increasing them as I have been asking them to do I cannot accept their response until this issue is settled So to review , The doctor ordered I use more oxygen , I prefer it be delivered in the # tanks rather than the #tanks that are fine for home use , but not for leaving the house
,
Regards,
*** ***

My complaint seemed to be taken care of
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,
*** ***

After a full review of the patient’s account we have removed all billing from the patient’s responsibility and are processing a refund to the patient for payments deducted from his credit cardHe may disregard any billing statements he has received from Apria and should not expect to receive
anything furtherWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

Item # 1: Mrs*** states that her husband had two accounts set up in error and one of the accounts did not have the insurance attached. Therefore, their credit card was charged and they are requesting a refund in the amount of $158.58. RESPONSE: We have researched
the account and had received notice that the insurance had termed on April 7, 2015. Therefore the supply orders for January 9, and March 2, claims were referred as patient responsible and the patient’s credit card on file charged. We received a call from *** *** on May 4, 2015, in which *** *** stated that the patient did have coverage, we started the refund process in the amount of $and printed the claims to be mailed to *** *** for the two claims. The refund process can take up to thirty days, if Mr*** has not received his refund, we request that he call us. 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 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 accept this response from Apria as the company under no circumstances mentioned anything regarding the billing of my credit card In fact, I was assured by the very company employee who initiated the contract mentioned above that Apria only required my credit card as an additional form of identificationWhen I questioned this man further, I was assure by him that Apria would never bill me directlyHad the truth been told up front to me I would have elected not to do business with this company as I was concerned about the honesty of the employee that I dealt with Regarding the insurance company, I have a written approval from my insurance company that the device was both prescribed and that coverage was approved in full Nothing has changed-this remains an insurance issue-Apria simply seeks to take money from me as it is much more expedient than corresponding with an insurance companyMy credit card has nothing to do with thisIf Apria can produce documentation, which unequivocally demonstrates my consent and approval to be billed directly, and is held up to be a legally valid agreement, then and only then will I agree to their terms This still does nothing to address the less than honest approach that Apria practicesI have contacted the company and told them again my positionPlease accept my sincere thanks for your efforts on my behalf
Regards,
*** *** ***

Revdex.comSan Diego, CAAttn: *** ***Dispute and Information Analyst Lead***Re: Apria Healthcare Inc: ***Revdex.com Complaint ID#: ***Dear Ms***:This letter is in response to the complaint referenced above submitted by *** *** to theRevdex.comWe apologize for any miscommunication on our part that may haveresulted in this complaintBelow is a brief description of the complaint matter and our response.Item # 1:Mr*** stated that he needed further explanation to the response that he received from theinitial Revdex.com concern.RESPONSE:Per our records we do show that the amount that was previously sent to collections waspaid by Mr***.To further explain the response from the initial concern on behalf of Mr***’saccount, at this time there is no open balance on Mr***’s account nor any balancepending in collections.We apologize for any inconvenience this may have caused.Sincerely,*** *** ***Patient Account Resolution Team Lead

Item # 1: Customer’s Statement of the Problem: on Feb 23rd, 24th, called Apria to order a connector for my husband’s concentrator so that he would be able to fill his oxygen bottles, he has broken hisI have talked to customer service for a week and a half almost every other day, they are
saying it’s on the way, today is the 6th of March and told me today that it was delivered yesterday, I told her it was not she told me that she needed to talk to their local branch and put me on hold came back and said that it should be delivered today, they have been saying this for over a week nowMy husband cannot leave the house due to the fact that he is unable to fill his bottles. RESPONSE: We have sent a technician to Mr***’s home on 3/6/and exchanged out all the equipment Mr*** was experiencing problems withThe technician also tested and confirmed with the patient all equipment is operating properly. Sincerely, *** ***Branch Manager Apria HealthcareGolden, Colorado

Item # 1: Customer contacted Apria Healthcare three times regarding his oxygen concentrator. The drivers did not come on the days he expected them to come and his appointment was rescheduled times. Item # 2: Customer experienced excessive hold times when trying to contact
Apria Healthcare regarding the status of technician. RESPONSEWe contacted Mr*** on February to discuss his concerns. He stated that our technician did arrive today to pick up his equipment and was courteous. Mr*** stated he feels Apria’s phone representatives are unpleasant and he will be using another provider for his equipment in the future. 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,
*** *** ***
This is what I'm not understandingYou say you reversed charges and gave me my money back in check formWhy would you even do that? I have never purchased something and then been given my money back and keep the productThat is unheard of After many phone calls to your company and the collections agency one of your people told me when I asked her specifically how was this money returned to me she said it was put back on my card that you have on file ending in *** It didn't get put back on my cardThe collection agency told me in your letter to them you stated a check had been issued to meThis isn't the case eitherIf you think it is I would like proof A photo copy of the check showing date issued, amount of check, showing my signature, when and where it was cashedI don't feel like that is an unreasonable requestThe only check I have ever received from your company was written on 12/9/in the amount of $This was issued to me because not once but twice your company without notifying me withdrew $from my accountThis was money the insurance company owed and they denied it at first because you failed to send a certificate of necessity which is basically my prescription from my doctorAfter this was received my insurance company paid you but you hesitated to give me my money backThe other $I had to dispute it through my bank and it was returned to meI have always felt that this is why you have given me such a hard time with all of thisI have double paid you in the amount of $and would appreciate my money refunded in a timely matterI contacted the collection agency about the last bill for $that you sent meThey said Apria recalled it and said I have zero balanceThank you for that, it was also a bill that you already received payment leaving a zero balance *** *** 7/29/

Item # 1: Long hold times, long estimated time of arrival windows, and hold music RESPONSE Our Vice President of CCC Customer Service is looking into the music issue and working to get this resolved. We have adjusted and are in the process of adding resources to better staff our customer lines and customers will be able to talk with an agent when they call in for their serviceTo avoid having to go through the Customer Service queue, the Recurring Oxygen Department can be reached @ ###-###-#### option 2, which will allow customers to speak to a live agent. All concentrator maintenance appointments are scheduled weeks in advanced and do not come with specific appointment times as this is general maintenance routed to a technician with multiple stops and are given consideration for unseen circumstances such as traffic and travel timeApria provides a hour time window the day of deliveryOn 03/06/@ 9:AM customer was contacted and given this hour windowCustomer has had equipment service completed as of 3/6/ Sincerely, *** ***Apria Healthcare, Recurring Oxygen Scheduling Manager

We have reviewed patient account with assistance from our insurance team and confirmed that patient invoices for dates of service January 7th, and March 7th, have been removed from collections and is no longer patient responsibilityWe have also requested that a letter is completed by the
Collections Agency as confirmation that the charges are no longer valid and will be removed from your credit reportWe 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,
*** ***

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
Complaint #*** UpdateHello,I filed this complaint yesterday evening. Today I followed up with Apria's billing department which investigated the issue. They were able to confirm that the equipment was properly returned, and that the collection was sent to their debt collector in error due to a billing issue. They told us they will be removing the collection, and sending us a letter indicating that we don't owe them any balance. As of now, I believe I don't need any action on Revdex.com's part to resolve the issue. You may close my complaint, I will reopen it should the issue not be resolved as they have stated. Thank you*** ***

We have confirmed that the patient had a balance of $which an adjustment was requested April 14, and approved April 27, The patient has no balance due and a statement will be mailed with a zero balance, unfortunately all statements are sent by regular US postageThe patient’s billing was adjusted as promised and a letter of apology was sent at that time dated April 14, There is no error to fix and all appropriate steps was taken initially to resolve the patient’s issue to his satisfaction
Sincerely,
Apria Healthcare LLC

RESPONSE: We have reviewed *** account and confirmed that we submitted claims to the insurance for the rental of her respiratory assistance device for date of service August 29th, After the insurance payment she was responsible for a co-pay of $that was billed to her credit card
*** *** droffice contacted our office and stated patient is requesting the respiratory assistance device be picked up and that process was completed on September 2, *** *** is responsible for the amount charged to her credit card as Apria bills for the rental the day she received the equipment and therefore does not prorate because we bill monthlyWe do apologize for the inconvenience this has caused as our goal is to ensure customer satisfaction as well as accurate billingSincerely, *** ***Billing Center Quality Specialist

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
Bank provided refund through dispute resolutionI do not want your refund checkKeep itThe card you had on file has been cancelledFix your billingYou are double charging me for May, I paid on July 10th through epay...not yet creditedOnce I get a revised detailed billing...I will pay via money order or cashier checkYou will never receive my bank acct information again
Regards,
*** ***

We have confirmed that the patient was asked for the make and model of machine used as well as insurance to provide a quoteThe order was processed in error upon receiving the prescription and the invoice adjustedThe patient has been sent confirmation of no balance dueWe believe that we have
taken all appropriate steps to resolve this problem to the patient’s satisfaction

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,
*** *** Apria's self-serving response does not address the root of the problem.To wit, the April 18, 2016.At this time I was advised by the Apria sleep specialist in the *** *** *** *** *** it was required that Apria's in-house representative at *** *** *** have a face-to-face with my physician in order to get the correct RX signed I was also advised that I could NOT do this myself, it had to originate from Apria's office in *** *** and be submitted by Apria's representative serving *** *** ***.After calling to determine the status of this on May 16, Apria informed me that there was STILL no RX for CPAP supplies and that its representative had not obtained the promised signature on the appropriate RX I was then told that I could ask my MD directly to fax this RX to Apria This is the exact opposite information from what I was told on April 18, by the same person

I previously filed a complaint (Complaint ID: ***) against Apria Healthcare with the Revdex.com for constantly erroneously billing since the beginning of I closed the complaint since on 9/27/a *** *** from Apria Healthcare apologized for the erroneous billing and stated in a Revdex.com Correspondence that I only owed $instead of the bills I was receiving for $So, I called Apria and they told me to wait for an October bill, which I still haven't received, in order to pay the billHowever, instead of receiving a bill from Apria for $in October 2017, I received a Collection Notice from Global Receivables Solutions on 11/2/on behalf of Apria Healthcare for $I am extremely upset since they didn't follow up on their agreement and instead submitted my account to collectionsThis is very unprofessional and clearly shows they do not care about customer satisfactionPlease help Revdex.com.I want my account to be removed from collections and to receive a bill from them for $as stated from *** *** from Apria Healthcare

Revdex.com Attn: *** *** Dispute and Information Analyst Lead San Diego CA *** Re: Apria Healthcare Inc.: ** *** *** * *** *** *** ** *** Revdex.com Rebuttal Case Number: Dear Ms*** This letter is in response to the rebuttal referenced above submitted by *** *** to the Revdex.com. We apologize for any miscommunication on our part that may have resulted in this rebuttalBelow is a brief description of the rebuttal matter and our response. Item # 1: While I'm glad that Apria has apologized for all the "mis-communications", their apology doesn't solve my problemBecause Apria lied about the cost of the test, and lied when they said that *** (the 3rd party vendor) would not need a pre-authorization from my insurance (***), I am now left with the responsibility of paying *** $I want Apria to send me $to reimburse meAfter all, it was Apria's lies that placed me in this situationAlso, they need to better train their staff to prevent such "mis-communications" (i.elies) in the future RESPONSE I called and spoke with the customer service representative with *** who to try and get *** *** reimbursed for her charges that she paid I was told that it would be escalated up to the management department to be reviewed and that they would get back to me by next weekI contacted *** *** and apologized that she was charged for the services that *** provided without her consent and I was working on getting her reimbursed by *** and would hopefully have an answer by the end of next week the latestI also provided *** *** my direct contact information if she needed to speak with me regarding any other concerns Sincerely, *** ***