Apria Healthcare

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,
*** ***

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

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

My husband, *** ***, finally received the C-PAP on Friday, January after almost two months of being lied to. He had to drive a distance to pick it up. The complaint can be closedHowever, APRIA is a very unethical and questionable “business.” Thank you ***
***
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

We have reviewed the patients account and were able to confirm that the refund of $is being processed and will be sent to the patientIt was also confirmed that the claims were paid by the patients HRA account and they should not have been billedWe apologize for the inconvenience this has caused.
Sincerely,
Apria Helthcare 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
As the response from Apria Healthcare stated, they only attempted contacted me regarding the SD card in January and February No one told me that my insurance claim will be declined and I am responsible for the billIn fact, I never received an bill until this July, which is approximately $Now, they suddenly informed me that all my insurance claims got rejected and I was responsible for a bill of $Based on the response, Apria Healthcare clearly knew that those claims were [or will be] declined, while they failed to inform me immediatelyInstead, they held this critical information intentionally to keep me renting their equipment because I clearly told them that I won't rent this equipment if my insurance won't pay for itTherefore, I don't think I should be responsible for the $charge [at least not for charges after Feb2015]
Regards,
*** ***

Item # 1: Ms*** stated she received a billing invoice for $from Apria Healthcare that has already been paid by her insurance *** RESPONSE: We have reviewed Mr*** account and confirmed that she received a billing statement dated July 2nd, for CPAP supplies
she received amount $for date of service January 7th, The claims reflected they were denied as no insurance coverage in error as the insurance paid the claims in full on July 14th, At this time Mr*** account reflects a zero balanceWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely,
*** ***
*** *** Billing Center Quality Specialist

We have adjusted the invoice from the patient’s account, so there is no open balance showingThe money that was paid by the insurance has been marked for a refund. We 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*** daughter stated that an Apria Healthcare representative informed her that the oximeter pulse she has would never be purchased and that it was incorrect information. RESPONSE: We have reviewed Ms*** daughter account and confirmed she received the oximeter pulse from Apria Healthcare on May 22, and at that time she had Regence as her primary insuranceMs*** became effective with Cigna as primary insurance on November 1st, The equipment would have started rental episodes over under her new plan Cigna and would have rented up to fourteen months and per their agreement the equipment would then bill under maintenance and service and would only bill every six months and would not be a purchase item if the Cigna insurance plan was still activeMs*** Cigna insurance termed on December 31, and her updated insurance information was not provided and account began billing under self-payAt this time the account reflects an open balance of $1,for dates of service January 23, 2015- August 23, for the rental of the oximeter pulse which was billed under self-payWe 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
Please update the record of this complaint to resolved. Apria has erased the bill in question.Thanks! 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 don't think that you read my complaint carefully. I have had to have other CPAP machines since the one I had in 2015. I am no longer in possession of the one purchased in because it broke down and I turned it in when I got the replacement. The replacement then broke and I turned that one in and got another replacement. Now, this replacement CPAP is not functioning properly. I have called *** *** and confirmed that the one in my possession is still under warranty. They have told me that Apria Healthcare in Yakima should replace it. If a Revdex.com representative wants to call *** *** (800-345-6443) and check to see if what I am saying is correct, here is the serial number of my current REMstar Auto A-flex CPAP machine: ***. *** *** has confirmed that this is still under warranty until May of and *** ** *** *** *** another *** *** authorized dealer in Edmonds, WA also confirmed that this machine is still under warranty. When I explained to a *** *** company representative what had happened with all my machines, he said that indeed Apria should replace this CPAP machine. A representative from the company even called Apria healthcare in Yakima to tell them this. The Phillips representative said she talked to *** and *** would call me. There, of course, was never any phone call from ***. Unfortunately, I cannot return the broken CPAP to *** *** because they have a policy that you must go through the dealer you originally bought your CPAP from. I would love to bypass your fraudulant company and terrible customer service, but I can't because of the *** *** policy. And, I do have a current prescription on file. My doctor FAXED it to them on January 16th. Your response does not also address the fact that Apria, Yakima was trying to charge my insurance for a new CPAP machine without my knowledge or permission. Also, your response does not address the fact that Apria, Yakima delayed replacing my first broken CPAP machine for about months and made me purchase things they profited from before they replaced it. They made me visit them twice before they replaced the second broken machine--and I had to really push for it. Then this lastest run-around has been incredible! They told me a total of three times that they would replace this most recent broken machine and went back on their word each time. This has cost me incredible amounts of personal time, time lost from work and has been bad for my health because I can no longer use the CPAP for as long as I was. If a Revdex.com representative also wants to meet me and listen to the machine and see if they can sleep through the whine, they are welcome to do that also.
Regards,
*** ***

ITEM # 1: Ms*** stated we deducted $from her checking account without confirming what her BCBS insurance was responsible forShe stated we only refunded her $and she is requesting the additional amount of $17.20.RESPONSE: We have reviewed Ms***’s account and confirmed that
$was taken from her checking account on October 28th, before BCBS made payment on her accountTherefore Ms*** account reflected an overpayment of $On December 1st, a request was processed for Ms*** to receive a refund for $and not for the full amountWe have submitted a request for Ms*** to receive a refund check for the additional amount of $We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely,*** *** Billing Center Quality Specialist

Item # 1: Mr*** stated he requested his credit card to be removed from auto pay authorization with Apria and two weeks later $was removed from his accountMr*** is requesting for the charge to be applied back to his account RESPONSE: We have reviewed Mr
*** account and confirmed that because his request to remove auto pay authorization was not complete his credit card was automatically billed on July 29, for $and August 6, for $for the rental of his CPAP machineWe have processed a refund for Mr*** for $to be received in check form and the auto pay authorization removal process has been completedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, *** *** *** *** Billing Center Quality Specialist

Patient stated he received CPAP equipment from Apria Healthcare and all required documentation was provided but he has been informed he owes a balance of $and $for the CPAP.RESPONSE: We have reviewed patient account and confirmed that he received his CPAP unit and supplies on September
3rd, At that time we were unable to locate the download and re-evaluation that were neededPatient called along with the nurse and stated the Drfaxed the download and prescription on December 9th, but we received the information on January 15th, Once we obtained the required documentation we submitted an appeal to the *** and the decision was unfavorable and not covered by ***We have an Advanced Beneficiary Notice on file signed by patient as notification that if *** does not cover claims he would be responsible for payment but can appeal with ***The outstanding claims due are for dates of service September 3th, 2014-October 3rd, total amount $We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

The patient initially received the cpap December 12, with needed accessories, his mask was shipped December 19, The patient received replacement tubing and filters March 6, The patient may do a mask exchange within days of receiving the initial mask at no charge, if the previous mask did not workThe first three months of therapy is a trial period in which the patient must be complaint at least consecutive days during usageHe has not met the compliance requirement during this time and need to contact *** ***’s sleep management team to see if he can restart a trial period or how to proceed to be covered by his insuranceWe believe that all appropriate steps have been taken to resolve this matter Sincerely, Apria Healthcare, LLC

We have reviewed patient account and confirmed that we received payment of $that posted to our system on August 31, and patient was informed of that by our billing representative on September 16th, Patient was also informed of her open balance of $for date of service September 4, for her oxygen equipment and she stated she will pay by check once a statement is received. We 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 equipment was hand delivered on Friday and the paperwork that was e-mailed twice, was printed and given to the driver Unfortunately there was a part missing which rendered the equipment useless Much like your customer service in the US and overseas We called *** on her direct line Saturday morning & left her a messageAs of this writing of 2:22PM she has not returned the call No big surprise there I am in the hospital with my husband due to issues he is having
Regards,
*** ***

We have confirmed that the patient received a cpap December 12, 2016, in which we billed *** *** as the third-party payor for his insuranceThey require at least 70% compliance with usage of the machine to authorize the final paymentsHe was non-compliant and were sent letters advising
him of suchMultiple attempts were made to get him compliant and per policy we bill the patient as self-payWe believe all efforts have been made to resolve this issue as the correct entity was billed and the patient was notified in writing of his non-compliance Sincerely, Apria Healthcare, LLC

August 23, 2016Revdex.com San Diego, CA Attn: *** *** Dispute and Information Analyst Lead ***Re: Apria Healthcare LLC: *** *** *** ***Revdex.com Complaint ID#* ***Dear ** *** This letter is in response to the complaint referenced above submitted by *** *** ***to the Revdex.com We apologize for any miscommunication on our part that may have resulted in this complaintBelow is a brief description of the complaint matter and our response Item # 1: Patient stated that she’s being billed 100% of her CPAP machine rental and supplies for the first month June by Apria Healthcare and stated claims have been incorrectly billed to her insuranceShe stated we failed to obtain a prior authorization for her CPAP machine rental until July 22, and her insurance would not cover the rental of the CPAP machine and supplies.RESPONSE: We have reviewed the patient’s account and confirmed it is currently in payor change status in which the correct insurance is being verified to bill for date of service June 1st, for the CPAP machine and supplies patient receivedThe payments incorrectly charged to patient have been reversed off for dates of service June 1st, and July 1st, and are currently in the process of being refunded to herAt this time, the patient’s account reflects a zero balance but there are claims currently pending with the insurance for the items received June 1st, We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely, Apria Healthcare LLC