Apria Healthcare

RESPONSE
Apria Healthcare’s corporate office was unable to locate the patient’s file to research and respondNo response from customerWe cannot respond as we do not have sufficient information to research the customer’s complaintWe need the address where the customer was residing when
the equipment was obtained in order to proceed

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,
*** ***

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

We would like to take this opportunity to thank you again for taking the time to convey your concerns to us and to apologize for any miscommunication on our part that may have resulted in your continued concernsAfter another review of you records, we confirmed that initially we did not have a valid prescription from your ordering physician, as stated previouslyWe did receive the valid prescription on November 21, and the respiratory device was delivered to you on November 27, You outlined your dissatisfaction with the way your order was processed and your interaction with our customer service again we sincerely apologize for the inconvenience or challenges this issue may have caused youApria prides itself in providing excellent customer care; your concerns have allowed us the opportunity for coaching our staff to ensure this does not happen again. 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 response from Apria is totally false. I contacted their customer service agent on Saturday, July 22, to order a replacement mask. I was encouraged by the c.sagent to order three and that my price would be $ 29.95. I was called by another c.sagent on Monday July 24, and told that my order was shipping and I would be charged $ 147.51. I told them it was not what they quoted me and she said they would “coach” the person who gave me the bad quote. I told her I did not want their product. On July 2017, Apria debited my checking account for the full $ 147.51.I made several complaints and was ignored by Apria and I could not get my money returned to me. I finally contacted my bank on August 14, and they removed the charge my account. Apria has been very dishonest in this entire transaction and I will attempt to get another supplier through my *** Health Insurance account.
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
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY]I have only today received a statement that shows charges to my card without an invoice or statement of any kind prior to charging my cardWhen I spoke with someone regarding my new equipment, I was told that my insurance at the time covered everything 100%Now I see the $charge for the system and an additional $for supplies, and then another $for supplies on 10/that I neither ordered or have receivedSince when do people charge you credit card without any notice what so ever? Apparently only this shady companyI want a line by line accounting on what "CPAP/BIPAP Supplies" I have paid for twice here
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
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY]
Once again you have half the information on handMy dr faxed the prescription request times starting sept30th on the many times I called your repugnant outsourced call center where calls ARE monitored and rECORDED they stated they received the prescritpion requestSo that is your first blatant lie2nd there was ONLY attempts at sending the device on the 21st when I recieved a call from a mn at the local office on the 21st I told her I wasnt home and she stated she could send it after 5pm she ***ED it at 1pm then I HAD to call your repugnant call center yet again spend 40minutes arguing with a useless rep to get a supervisor on the phone to contact the local office to resend the package because there was NO tracking number listed on the *** sticker left on my doorFurthermore the local office NEVER pics up the phone again check your RECORDED calls at your outsourced call center because AFTER repeatedly being told “we will call them wait for a callbakc and call is back in 48houra”.for 2MONTHS!!! Someone finally told me the local office could be emailedSo on the 21st the manager emailed them for me and the package was resent after 5pmBut your companies level on incomptence and sheer lack on customer service DIDNT end thereNOWHERE on the paperwork did it state that I had to call back after 8pm Colorado timeI called around 7am AGAIn recorded FACT on YOURmonitored outsourced call center and when I politely told the rep as the paper instructed me to do that the oxymetry machine was ready to be picked up he repetedly argued and fought with me saying I wold have to call after 8pm and when I asked for a supervisor just like the other times he repeatedly REFUSED and his excuse was they are going to tell you the same thjngAgain REcOrDED FACTUAL Evidence conversation you have access to after 10minutes of thisZERO customer service and refusal and cheap excuses repeatedly being told no supervisor is available he finally got one and she emailed the local office for me since again they NEVER pick up the phoneI find it beyond te pale that your cheap apology which I would NEVER accept cmes with half miss information and out right liesKnowing full well documented on YOUR call center how many times I had to call to make you people do your DAMN jobs iam repulsed that you would lie and say you didnt received the prescription til the 21st that is an OUTRIGHT repugnant lie KNOWING FULL well I have been doing your dam joh for you since OCTOBERi t is not my job to call you pack of mns even once to make you do YOUR JOBS it is YOUR reponsibility to CONTACT the patient NOT the other way around BUT if I waited for YOU people to do your motherfkingjobs I would still be waiting for an exymetry machineAs I stated earlier for te amount of calls and time I HAd!!! To waste proactively FORCING YOU to do yor jobs I expect a visagift card in theamount of days payment of whatever you pay your OUTSourced call centerYou peope repulse me and my dr already told me we will be getting my CPAP machine elsewhwre furthermoreShe stated she has received repeatsd complaints from other patients about your NON existent customer service.
*** ***

Item # 1:Ms*** states that she assists Ms*** with billing discrepanciesMs*** is questioning why the CPAP unit that was previously renting, was placed at self-pay instead of billing to Ms***’s insurance company ***. RESPONSE:After reviewing the
account, Ms***’s account was placed to self-pay on June 26, being that shewas only 3% compliant per *** guidelinesPer notes on the account, a letter was sent to Ms*** along with appeal instructions. In regards to the payment arrangements, on September 12, a $payment arrangement was setup to be deducted on a monthly basisThe amount to be deducted was then changed on June 17, to$per month. In regards to the additional amounts deducted of $112.07, our records show that on August 2, 2014*** spoke with billing and authorized the payment to be deducted. There is currently a balance of $in collections at this time. To confirm, Apria Healthcare did not submit claims to *** while Ms***’s account was billing out as self-pay. We apologize for any inconvenience this may have caused. Sincerely,*** *** ***Patient Pay Management Center Team Lead

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

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

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 business did not explain the equipment was a rental and they did not explain the monthly charges or a self pay rate if that should applyThey use letter coding on the form which some of their employees do not even know what they mean so how could a consumer know? They have a page receipt which they made intentionally long to keep consumers from reading itLong story short, they did not explain the equipment was a rental and they did not explain what charges I would be responsible for if the insurance did not pay
Regards,
*** ***

RESPONSE: Mr*** was relieved his supplies were shipped and has been contacted by Apria in the past few daysHis concern about calling into a voicemail will be resolved within ApriaHe does now have good contact numbers when he needs to order suppliesAfter these past few days he stated he is
going to recall the Revdex.com Complaint and give a compliment about Apria to the Revdex.comApria was able to satisfy all of Mr***’s concernsSincerely, *** *** Supervisor Sleep Management Center Apria Healthcare Tell us why here

We have confirmed that the refund has been issued in the amount of $on November 27, The patient need to allow time to receive it by mail, which may have been delayed due to the holidayThe payments for dates of service August 10, 2015, September 10, 2015, and October 10, have been reversed to bill the insuranceThe patient will receive a billing statement until the insurance has been processed for these claims but do not owe the balance and will be refunded upon insurance payingWe believe that we have taken all appropriate steps to resolve this problem to patient’s satisfaction

We have reviewed the patient’s account and confirmed it does not reflect that we processed an order for a suction unit batteryThe patient was provided CPAP supplies and the last order was processed on June 22, We submitted claims to the patient’s insurance for that date of service in the
amount of $on June 24th, At this time, we have not received payment, but the account does not reflect any patient
responsibilityWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Heealthcare LLC

We have confirmed that the patient over paid her account by $The initial refund was requested, however wasn’t sent for processing causing a delayWe spoke with the patient February 16, and advised that the refund has been processed and mailedApria Healthcare has never received any
indication of the equipment not working and explained that the equipment has been purchased and she may contact the branch for possible exchange or returnUpon speaking with the patient, she was advised that the representative would be referred to management for coaching and trainingWe do apologize for any inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

Tell us why here
Item #
Mr*** stated claims for his equipment were submitted to his
insurance however the address was incorrectHe stated Apria was not only
advised by his healthcare provider but he also sent copies of his insurance
card to Apria with the correct informationHe
states his account has now been
turned over to a collection agency
RESPONSE
I
have reviewed the account and identified a billing errorDue to the error, I
have sent a request to the collection agency to remove the balanceWe
apologize for any inconvenience this may have caused
Sincerely,
***
***
Billing
Center Quality Specialist

We have reviewed Mr*** account and confirmed that the charge he paid in the amount of $has been reversed off and a refund request has been submitted to be processed to him in check formWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as
accurate billing

We have confirmed that the patient signed a sales service and rental agreement and gave her credit card authorizing automatic billing and enrolled with auto shipping of her suppliesWe mailed invoices to verify charges made to her card for service dates December 18, $posted February 05,
for the purchase of the cpap machineThe patient was billed a total of $for January 25, date of service for cpap supplies, which was made in two payments of $posted February 02, and $posted March 15, Apria Healthcare did receive a call from the patient March 15, advising she was discontinuing servicesThe patient has been un-enrolled in auto shipping and her card removed from billingApria Healthcare has sent a letter to the patient confirming this has been doneWe believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction
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
Regards,
*** ***
As I stated in my original complaint, there are of the orders/bills that were billed for incorrect amounts to my insurancePlease do not just resend the same bills! I received orders of infant formula from ApriaAll orders had the same amounts of product per order (cases/cans) with month June having extra canAll orders (except June's)should have been billed the same amount to my insurance, $The months of April & May were only billed to my insurance for $209.00, which my insurance covered & paid $of thatIf Apria needs $for April and $for May then my insurance should have been billed for $2561.00, just as they were billed & paid the other orders! I as well as my insurance have repeatedly told Aprias customer service agents they need to resubmit the corrected billsAprias customer service states they can see the problem but do not know how to fix it because the account is so old & in collectionsApria needs to correct & resubmit April& May claims in the amount of $for each month, then my insurance will pay their portion & the amount Apria is billing me and the amount disputed.....$402.00!!!

We would like to apology for the level of customer service you recently experienced regarding your billingAfter a review of your account, we have confirmed that on January 4, you notified the organization that you received a refund check with an incorrect last name at which time the customer
service agent requested you return the refund check and a new check wouldOn January 25, the customer service agent explained the process for issuing a refund check and that it can take up to thirty days. At the time you requested to speak with a supervisor, a supervisor who was unavailable at the time and should have returned your callWe have requested a cancelation and reissue of the check and a supervisor has called the patient to advise of refund being reissued and answer any questions Again, we sincerely apologize for any inconveniences or challenges this issued may have 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