Apria Healthcare

The patient made a payment for the October date of service for the 10% copay. The insurance applied the remaining 90% to the deductible, this is what the remaining billing was for that the patient just made the payment onAs for the viewing of the open bill on Apria’s payment site, the balances are updated with each new statement, not with each transaction. You can see real time that payments were made, but the site balance will update with the next statement. We show that a payment was scheduled and did process on 1/25/We apologize if the patient is still receiving calls about the balance, the agent did notate the account about the scheduled payment, this should have stopped the calls with in 24-hours We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely, Apria Healthcare LLC

March 17,
*** *** *** *** *** ** *** ** ***Tel: ***
***Revdex.comViewridge Ave No200San Diego, CA 92123-2141Re: Complaint Against Apria Healthcare
Thank you so much for assisting us with our complaint concerning Apria HealthcareMy mainconcern was to protect my credit reputation and to alert Apria that its accounting procedures arehighly questionable and its customer service and general relationship with the public arejeopardizing its reputation
We have read Apria's reply and are satisfied with the actions they've taken to correct theproblems associated with our complaint
I'm sorry that I've delayed responding to your letter; however, my father had a massive strokeand we stayed day and night at the hospital for a week and eventually lost himFuneralarrangements entailed a great deal of planning and numerous actions on our partHe is now withour Heavenly Father
Again, thank you for your assistanceIf not for the Revdex.com, the general public would be at a loss tosettle this type of conflict between the seller and buyer
Sincerely,
*** ***

We have reviewed the patient’s account and confirmed that he paid a total of $The payment applied to his copays and deductible for December A claim for cpap supplies were denied by the insurance for December 2, and $was appliedThe patient had a mask exchange December 30,
and the payment of $was reversed and applied to the open balance of $for copay and deductible January 2, and February 2, 2017, leaving a balance due of $We do apologize for the inconvenience 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 Sleep Management Center Team and confirmed that when patient spoke to our re-supply team she requested to place an order for CPAP suppliesPatient was informed by our representative that her insurance would be verified and could possibly be responsible for any deductibles or copays not covered by the insurancePatient authorized the order to be placed and processed through her insurance and after processing was complete claims were denied by the insurance as not a covered itemAt this time patient account reflects and open balance of $for date of service July 27th, for CPAP supplies receivedWe 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*** ***yr was awaiting the delivery of a cane to her home. After waiting for a week she began to try and track down the order. She was frustrated with the level of service she was provided and felt that Apria should be able to provide tracking information for an item
they had sent. RESPONSE: Upon receipt of this concern we contacted the patient. Ms*** advised that she had already received the cane. She thanked us for returning the call and following up on the concern. In review of the nature of the concern it is noted that additional coaching was needed. We reached out to the agent involved in the order processing and provided the needed coaching. Sincerely, *** *** ACSM - California

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 spoke to the manager and he was supposed to change his message He didn't actually try and contact me twice, and the one time he did leave a message I returned his call four hours later and left a message
Regards,
*** ***

Item # 1: Customer’s Statement of the Problem: Physician: *** *** ordered asleep study 1-22-to be performed for patient *** *** *** ***Thestudy resulted in the need for medical supplies for a CPAP machine which wasalready in use by the patientWe supplied multiple copies
of the sleep studytest to Apria because of lost documentationWe made numerous calls to theApria call center and talked to several Apria employeesEach call to Apriaemployees we were told about why Apria needed some additional details beforethe order would be processed under *** insuranceWe complied with eachindividual request over a week periodLast call resulted in a request forthe memory card from the existing CPAP machine be carried into the call centeroffice and the supplies would be issued outThis resulted in the officepersonnel requesting another sleep study reportOur Apria representative nameis *** *** and assigned an order conformation number of *** on 2-12-15.Apria has been negligent by still refusing to supply required face mask,tubing, and filters which the patient *** *** needs and because of her COPDand Chronic bronchitisThe patient will pay any out of pocket expensesrequired, but the old equipment needs to be replaced ASAP because to excessivewear and tearThis has become an emergency situation due to Apria lack ofcustomer service. Desired Settlement: Order for CPAP supplies asrequested by Dr*** *** be honored ASAP for patient *** *** ***. RESPONSE: It was determined Ms***’s BIPAP waspurchased by the previous insurance providerTherefore only a few documents wererequired by *** to have her transition into ApriaAfter reviewing Ms.***’s account the required *** documents are on file allowing a dayorder of all needed PAP supplies were shipped todayThe supplies are expectedto arrive Monday May Ms*** is aware and is happy to be receiving hersuppliesShe had no further questions regarding her supplies and will contactme with any additional questions. Sincerely, *** ***Supervisor SMC/HST

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 complaintApria Healthcare is unable to complete the
processing of this order because all *** documentation requirements have not been met. Below is a summary of the order history: We received an order for a CPAP machine on April 22nd, from Dr***’s officeAll documentation required to meet *** criteria was not provided with the original order. The physician’s office was notified and details provided on the documentation required to complete the order process. As part of Apria’s follow up process for open orders, Ms*** was notified on May 4th, regarding the pending status of the order due to missing and required *** documentation. Dr***’s office was notified of the same via fax Ms*** called Apria Customer Service on May 20th, to check the status of her order. The order was still pending additional information. Ms*** offered to contact her physician to request the documentation. After contact from the patient, on May 21st, 2015, Dr***’s office called Apria requesting clarification on the missing documentation and was advised that a signed copy of the sleep study was required. On June 1st, Ms*** contacted Apria Customer Service to check status of the order; the sleep study had not yet been received. She again offered to call Dr***’s office. Dr***’s office contacted Apria on June 3rd, and was advised that we did not yet have the required documentation. The physician’s office stated it was faxed several times but the document could not be located. Both the patient and the physician’s office called us on June 5th, after they were told we had the information yet nothing was on file Apria reached out to Dr***’s office today, June 11, 2015, to review what documentation was received and what was still required but was advised by the office that this order was sent to another provider on June 5, and the patient is being set up this week This order was unable to be processed due to missing documentation required to meet *** requirements for this service Sincerely, *** *** *** Vice President, Customer Service

We have reviewed the patients account and were able to determine that *** requires the CPAP Unit to be used at least five nights a week for an average of four hours per night or at an average of 70%Due to the patient being non-complaint with the sleep program, the authorization needed from
*** was not obtainedThe patient is being billed at the Self-Pay rate due to the non-compliant usage/download with the March 23rd date of serviceWe are showing the equipment has been returned but the patient would remain responsible for the charges billedWe would like to again apologize for any miscommunication or inconvenience this has caused Sincerely, Apria Healthcare LLC

We have reviewed the patients account and were able to determine that back in June 2016, we confirmed that an authorization was required prior to delivery which was not obtainedOur verification department noted this information was needed however did not complete the follto ensure this was obtainedWe have adjusted the claims billed and will be refunding a total of $We would like to again apologize for any miscommunication or inconvenience this has caused 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
I am writing this in regards to complaint # *** with Apria Healthcare Inchere in Myrtle Beach, SC 29577.I was unable to respond to complaint when asked to due to Hurricaine Matthew.I am responding now! I am still VERY dissatisfied with this company and their response to my issuesThey are still refusing to send me any kind of suppliesto run my CPAP machine bacteria free.I am still making payments on my balanceI've heard from two people representing Apria Healthcare, *** *** and *** ***, and both representatives have failed to come up with a resolution to my problem of not being able to get supplies.I work with customers all day long five days a week and well know that the customer service this company has provided has been terribleSome where there has to be a resolution on the customers behalfThe customer is always right, has been what I was taught NO MATTER WHAT!Thank you for your time and response to my complaint.Sincerely,*** ***

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 have been sized fr a sleep Apnea masks over and over and none of their products workI was sized wrong for the resmed airfit for her fand I had already paid through my insurance for my month supply of cushions, a rep from Resmed called me after complaining and told me I am a medium not a small and sent me an Airfit ffor her med, I called APRIA healthcare to change out my small cushions to med and they kept lying saying they would have a supervisor call me back or a lead and they would take care of it or they would hang up on me if I called close to closing timeThese people are the most unprofessional people in the industryI want my three medium airft for HER fcushions , I want the small replaced at no charge to me as they said they would do and the resmed rep said she would put notes in my fileI want a supervisor to really call me backThey need to be held accountable this is s serious and I pay for these supplies and need themI want my small new cushions replaced with the right size which is a medium
Regards,
*** ***

Item # 1: Customer Service Issues Upon review of service from start to finish this order was handled without the care and detail that we expect for all of our orders. From the initial receipt to the call being mishandled in the end we did not do this right. I have taken this
error very seriously, reviewed the calls and immediate corrective action will take place regarding the mishandling of this order. Please accept my apologies for your experience as this will be addressed appropriately. Sincerely, *** ***Manager Area Customer Service

We have reviewed the patient’s account and confirmed that a refund was processed to the credit card on file on February 21, amount $2,by our billing department. Our billing team attempted to reach out to patient on February 24, to inform her the refund process has been
completedWe do apologize for the miscommunication and the inconveniences this has caused Sincerely, Apria Healthcare, LLC

Re: Apria Healthcare LLC: *** ** ***Revdex.com Complaint ID#: ***Dear *** ***:This letter is in response to the complaint referenced above submitted by *** ***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: The patient spouse was notified that we could provide a brand specific item, howeverthat information was in error as we do not carry the brand requested.RESPONSEI have spoken to *** *** and reviewed the concernWe have discussed that thecustomer is receiving services from another provider at this timeWe are performingcontinued education to ensure the agents are well versed on the brands/products we areable to provide.Sincerely,*** ***Area Customer Service Manager***

Item # 1: Mr*** stated is requesting that Apria Healthcare fax documents to his *** *** Company in order for him to receive reimbursement RESPONSE: We have reviewed Mr*** account and confirmed that a representative from his *** *** Company contacted Apria
on August 3, They requested a copy of invoices for January through April in order to review for reimbursement for Mr***The information was faxed to them on August 3, as requestedWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, *** *** *** *** Billing Center Quality Specialist

Item # 1: Ms*** stated she would like to receive all her money paid for double billing and for her account to be corrected for charges that are still outstanding RESPONSE: We have reviewed Ms*** account and confirmed that she received a CPAP unit and CPAP
supplies from Apria on August 22, At this time Ms*** signed our Sales, Service and Rental Agreement authorizing her credit card to be placed on file for any charges that are not covered by insuranceThe charges paid by patient were for dates of services August 22nd, through December 22, and they reversed them off on February 10th, and a refund request was submitted for those amounts to be received in check form. The last billing date on Ms*** account was date of service December 22, I have removed all outstanding balances in collections and Mr*** *** is no longer responsible for those chargesAt this time his account reflects a zero account balance with a claim pending under the insurance for $for date of service 9/22/for the CPAP unit rental before the equipment was picked We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, *** ***
*** *** Billing Center Quality Specialist

Again, we would like to apologize for the level of customer service you experienced recentlyAfter another review of your records, we have confirmed you picked up your breast pump from the local branch on 10/6/at no chargeThe branch manager has addressed your concerns with his employee regarding the events that occurred on 10/6/ Coaching was provided for the employee We sincerely apologize for any challenges and inconvenience this may have caused youWe 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 Sincerely, Apria Healthcare LLC Tell us why here

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
they continue to resort to deceptive and unfair business practices, I was not notify that they do not accept my then insurance, now I have blue cross-blue shieldbusiness is not answering the fact that run-around given was to force me to buy with my own $ medical supplies...they are extortionists!
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.This may take a few months to ensure their billing has been updated. Revdex.com Thank you for your help with this :)
Regards,
*** ***