Apria Healthcare

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

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/

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: 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

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.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,
*** ***

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

Item # 1: Mr*** stated he visited Apria Healthcare local branch office and they would not take back CPAP supplies he was billed for and was informed a label would arrive to return themHe also stated he was informed we would stop billing him and work things out with his insurance company RESPONSE: We have reviewed Mr*** account and with assistance from our local branch manager and confirmed that prior to shipping supplies to patient his insurance should have been verified that he had a plan changeTherefore we have entered an adjustment for the open balance of $and Mr*** is no longer responsible for those charges and at this time his account reflects a zero balance We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely,
*** ***
*** *** Billing Center Quality Specialist

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

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 Ms*** ***,to the Revdex.comWe apologize for any miscommunication on our part that mayhave resulted in this complaintBelow is a brief description of the complaint matter and ourresponse.Item# 1:Ms*** states that she has still not received an itemized statement and would like a contactperson/phone number for future issues.RESPONSE:We contacted Ms*** and spoke with her regarding the itemized statement and shestated that she had received itWe provided her the phone number and email of a contactperson for any questions or issues that she may haveWe discussed the equipmentcontract, billing, e-pay system and other issues.Sincerely,*** ***Billing Center Quality Specialist

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, *** ***

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

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

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,
*** ***

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

We have confirmed that the patient received the cpap September 14, His insurance which was Aetna required a month rental then continues to bill once every six months under a maintenance planThis is not an Apria Healthcare requirement, but his insurance’sThe cpap machine was exchanged
July 1, 2013, while it was under maintenanceThe plan continued to bill once every six months as requiredThe patient authorized the use of his credit card by signing the sales service and rental agreement for maintenance and suppliesThe patient is billed the months of January and July for maintenanceThe statement received December 28, for $was for cpap supplies received December 10, The statement received February 28, for $was for $balance that carried over and $the last maintenance fee billed for January 14, 2016, when the machine became patient owedUnfortunately Apria Healthcare can’t permanently close his account due to being part of his medical record, however it will become inactive with no future billing once the balance is resolvedWe 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,
*** ***

The patient ordered supplies on 3/22/and on 7/28/As requested, both calls for the supply orders were pulled On the 3/22/call, the patient gave her new insurance and mentioned multiple times she had not paid anything towards her deductible. The representative stated that she
would not know if her items were going to be billed towards the deductible, or covered at 100%, or 80% until the insurance was verified, but the patient would be responsible for deductibles and any other non-covered chargeThe rep stated that it would be a few days before the insurance was confirmed and the patient could check back in a few days for the deductible On the 7/28/order, the patient was informed minutes into the call that she would be responsible for any out of pocket or deductibles On 9/6/the patient called in and spoke with a representative. The patient stated she called her insurance and verified she is covered. The representative stated that there were no notes of being charged but could transfer her to the billing department for assistance The insurance the patient has uses a third-party biller. Apria is paid 100% for covered items. The third-party biller bills the patient for any charges on behalf of the insuranceApria would not know if the patient is billed by the insurance and for the amounts The patient was informed multiple times she would need to discuss charges with her insurance, as Apria does not have information on her billed charges We apologize for any inconvenience this may have caused. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

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

Item # 1:Ms*** states that her physician gave orders for Continuous Positive Airway Pressure device(CPAP) in November She stated that at the time of setup, she had insurance with *** *** *** until January 2015, when her insurance changed to *** ***.Ms***
is disputing the fact that we billed her previous insurance, *** ***; for two months and then requested a new referral when her insurance changed to *** *** inJanuary 2015. Ms*** also does not understand why the rental for the Continuous Positive Airway Pressure(CPAP) Unit started over when her insurance changed in January 2015. RESPONSE:After thorough review of Ms***’s account, she received the Continuous PositiveAirway Pressure device on November 14, At that time, Ms***’s insurance coverage was with *** *** *** *** plan, who Apria ***care is contracted with. Once Ms***’s insurance changed in January to *** ***, we began billing to the new insurance according to *** ***’s contract with Apria ***Due to pricing changes and contracted amounts with each insurance company, if insurance plans are changed while equipment is renting; the new insurance company will not allow the amounts paid previously by another insurance company. With that being said the equipment must bill accordingly to Ms***’s present insurance with *** ***Per the contract with *** ***, the Continuous PositiveAirway Pressure device will rent for twelve months and then it will be considered purchased after that timeframe. We apologize for any inconvenience this may have caused.Sincerely, *** *** ***Patient Account Resolution Team Lead