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
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,
*** ***

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

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:
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*** ***

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

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*** 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

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

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

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,
*** ***

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
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,
*** ***

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,
*** ***

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

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

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 has all required documentsThey physically have the unit ready to pick up as of today (12/15)Even though I have explained to them that my insurance has agreed to pay for the machine in-full because I have met all out of pocket expenses, they still argue with me and are requiring me to take it on a rentalI DO NOT want a rental, my insurance will pay in full! Please just give me my equipment that my insurance has already approvedAnd by the way, NO ONE HAS CALLED ME AND LEFT A MESSAGE REGADING THIS MACHINE, they are lying to you!I am about calls in to Apria for this piece of equipment now, their Customer Service is saying that if I pick up the machine as a rental, they will switch it to purchase once I physically take possession of it, Blue Cross says that is not the way this worksSo, long story short, I am on my way to pick up the machine if they will give it to me as a purchaseAnd to add another issue, my insurance changes as of Jan 1, so renting it will be impossiblePlease help me get this machine by the end of the month, paid in full as I have qualified for!
Regards,
*** ***
Thank

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 Although I did get a misssd call from Apria on those dates, I did receive an automated message indicating that no action was needed on my end, and when the wheelchair was received by the delivery branch, I would receive a phone call to set up deliveryThey also sent a rental in the interimClearly there is no communication on their end because I have spoken with representatives many many times to confirm that they have all necessary information and the order was already accepted by my insuranceTherefore, Apria’s messages is not accurate, since they are not missing any information, as that has been confirmed multiple timesI also provided them with my mother’s phone number, in case they couldn’t reach meOn September 12th, Apria called my mother after leaving a message with me and she confirmed all the information they had on file, gave consent to proceed with the order (which according to Apria, the order was completely ready to go for over a month and they were just waiting on the product, which is just a standard wheel chair, not some obscure medical accessory) and was told that they would call me to schedule deliveryShe agreedThis is a delivery that should have been delivered within 7-business days from my original order on 8/Since it is beyond ridiculous at this point, I will accept Apria’s response just to be done dealing with their absurd business practicesI 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 request for a portable respiratory deviceAfter a review of your records, we confirmed that the customer service representative informed you that Apria is not accepting new orders from your current
insurance providerAlso, the customer service representative advised you to contact your insurance carrier for a different durable medical equipment provider for the portable respiratory devise Again, we sincerely apologize for any inconvenience or challenges this issued may have caused you 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

Item # 1: Mr*** stated he would like a refund for his out of pocket charges and for the poor customer service that was provided to him to be acknowledged RESPONSE: We have reviewed Mr*** account and confirmed that we billed him for date of service March 26, in the
amount of $for his oxygen equipmentThe amount billed to him was his co-pay amount that was due after the insurance made paymentMr*** paid the amount on June 22nd, and the payment did not apply to our system until 6/29/15; therefore in between his payment being applied he received the phone calls in error There was a delay in Mr*** receiving his oxygen equipment at the initial time of service because the incorrect address was provided resulting in the equipment being processed in the incorrect area but the issue was corrected. We received a call for the pickup of Mr*** equipment on 4/21/and the pickup was completed on 4/24/15; therefore Mr*** is responsible for date of service 3/26/and we are unable to process a refund for that charge because he still had the equipment.at that timeWe apologize for any inconvenience this may have caused. Sincerely, *** ***
*** *** Billing Center Quality Specialist