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
I am not satisfied with this response, they need to clear the account asapI returned headgear and mask by way of United States Postal Serviceand all supporting documents was sent to the research department in Kentucky
Regards,
*** ** ***

*** *** contacted Apria on 8/15/in regards to the status of her nebulizer orderShe was advised that we didn’t receive the order and asked to resend the prescription, which she didThe prescription was received that day and processed and insurance verifiedThe nebulizer was delivered
on 8/19/ The nebulizer was covered at % and deemed a rental by her insurance in which a monthly fee was to be paid to Apria until the purchase price was metThe nebulizer would then be considered owned by the patientHer insurance paid for the nebulizer from 8/to 1/ *** *** contacted us on 1/6/in regards to a balanceThe balance was not for the nebulizer, but her yearly deductible for 2015, which was to be paid by her, as per her contractual agreement with her insuranceThe deductible was to be paid because her insurance made a January payment to us for the nebulizer *** *** asked for the nebulizer to be picked up, but it was already purchased for her by her insurance and she owned itApria has a day return policy on unused itemsEven if the nebulizer was to be picked up, it wouldn’t clear her deductible which is owed Sincerely, *** ***Branch Manager *** **

Revdex.com:
Did anyone contact *** *** *** in Abilene Texas HBO and wound care? There was not supposed to be any charge to me at allTherefore I am not responsible for this bill!
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,
*** ***

Worst company to deal with EVER!!! I have used three companies for my CPAP machine and supplies Used Apria since it was HUMANA's preferred company Literally dozens of phone calls (no direct lines to nearest office) and promises of call backs, equipment "on it's way", disconnects, uninformed workers I had a brain aneurysm repair, but would have had the stroke dealing with APRIA I feel so sorry for the elderly or hard-of-hearing in dealing with this monstrous (in every way...size, care, etc) company They always say, "Thanks for being the best part of Apria" when they sign off Well, the customers are the best part because the employees are the worst!!

The billing the patient received was in error. The invoices were in the process of being adjusted off of the account and a statement was generated. The adjustment on the account has been completed and there is a zero balance on the account. Since the equipment has been converted to sale and is the patient’s property, the only billing the patient would receive is for new equipment, supplies or services received The contract with *** was for months, we do apologize that you were informed with incorrect information. Since the insurance changed prior to meeting the contract, the contract would start over with the new insurance. However, due to the miscommunications and for customer service purposes, we have converted your equipment over to sale honoring the 12-month rental. Since Apria is honoring the 12-month rentals and then sale of the equipment, we will be refunding the patient for any over payments made over the months. This is the reason that you received the refund checks from Apria 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 the patient’s account with assistance from our management team and confirmed that they requested a refund in the amount of $on May 2, There was an error in processing; therefore, we have requested the refund as of June 2, and it has already been processed in the amount of $We have also requested another refund check be processed and sent in the amount $as this amount was applied back to patient account balance in errorAt this time, the account reflects an open balance of $for dates of service May 1, through June 1, for the monthly rental of the oxygen equipment as the insurance only covers at 80% leaving patient responsible for a 20% copayWe 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 the patients account and show the purchase claim was processed by *** *** however, the payment made was taken back by the insurance on May 24, This claim was reprocessed and applied towards the deductibleWe have not received any rejected or denied claims from the patient’s insuranceWe apologize for any miscommunication on our part. 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
1. Tried to return device 2x and it was refused to be taken back until "another device was available" to swap out. In fact on 3-27-they refused to take it "they didnt want the liability of holding on to it " Never given an offer of a loaner device 3.Contact on that day w ** *** *** showing that even though my email and in person contacts with her were 03-27-she had not called me back until 04-10-2015(almost more weeks yet they took rental payments that I contested with my bank)She then didn't called *** until after that wk later 4-or so per an email she sent .She claims that *** refuses to swap device for any device but an S-but that they devices are "pout of stock" indefinitely from her vendorYet they took and 93.xx rent an d deductible cost for a non working machine that they refuse to support with anything close to reasonable cus***er serviceWe are now at beyond a month from my last time to return device*** will not swap the device for a different device, Apria has not offered me a loaner and this is impacting my health.------Ms
***, This is *** ***I had sent you emails requesting to swap out
or do something with the machine the asv as it it not giving me good
pressuresYou said you could do that3-and I did not
hear from you until on or around 4-9- to4-We are now two more more
business weeks out4-21-2015.I have since cancelled my
debit cards and feel you are not in the scope of the contract as a
reasonable time has elapsed for you to either get me a new working
machine through warranty exchange or other manner or modeYour
company has refused to work with my bank about the disputing billing
charges and has not engaged my insurance companyand you have not
engaged the Revdex.com as the machine is not working up to
contracted expectationsYou and your organization have had up to date contact information from me sicne 10-*** *** ***At
this point, with regret this is past an escalated matterContact with
billing uspervisor angel in march did not resolve any issue
proactivelyBringing the machine in person has not and I refuse to have
my situation considered any form of AMA and insist you or an empowered
representative contact me to find a better resolution than your
companyis silenceRespectfully
FROM *** *** 04-21-2015Mr***,
I
called in the unit to *** under the warranty program on 4/9/&
was told 2-business days for the replacement/warranty exchanged unit
to arrive. I called
*** back on 4/15/to follow up since I still had not received the
unitThey told me that it normally takes 5-days, not 2-days. I
called today, and now they are telling me that the unit is on backorder
with no estimated arrival date available.
I understand your frustration & honestly in my year history of
using *** I have never had this happen. I have asked if they will go
ahead & send me an Smodel & they will not. I have left a
message w/our sales rep to see if he can help out in anyway.
As soon as I get the unit in stock I will contact you. I will continue
to follow up with *** every couple of days now to hopefully get you a
better response on when the unit will be here. Sorry about the delay
on getting your replacement unit
Thanks,I refuse to pay a company $in deductibles for a non working machine and when they cant get me a working nachine in for "oindefinitely"Take the machine backgive me a refund from Jan on for rental and deductible costsI will go to another vendor in my insurance network that treats patients more kindly and with integrityYou cant just say someone signed a rental agreement, not support said machine and then keep taking my money and say your "about service" . So the letter you got ms garcia is falseI WANT A REFUND

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI have received my check after waiting nearly five months.
Regards,
*** ***

Item # 1: Ms*** stated that she received CPAP equipment from Apria Healthcare and did not receive her billing statements every month. RESPONSE: We have reviewed Ms*** account and confirmed that billing statements were generated and sent out on a monthly basis to the address we
have on fileApria requires a credit card to be place on file to secure the equipment and to cover any charges that are not covered by the insurance and in order to discontinue that request per our guidelines we request that a letter is sent to be placed on fileMs*** received a statement for $in error as claims were not submitted to her insurance; therefore when claims were submitted to the insurance on August 7th, she was responsible for a co-pay of $for the date of service March 31st, for the purchase of the CPAP unit. At this time there is still a balance pending payment for the insurance for that date of service for their portion of the convert the saleOur management team is also aware with the excessive hold times and is implementing changes to improve that issueWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, *** ***
*** ***Billing Center Quality Specialist

Item #Ms*** stated her account was withdrawn for charges that were paid by her insurance RESPONSE I have reviewed the accountAccording to our records, the patient is due a refundOn June 25, 2015, the patient spoke with a billing representative in regards to her account
and the overpaymentThe agent has initiated the refund processWe apologize for any inconvenience this may have caused you Sincerely, *** *** Billing Center Quality Specialist

We have reviewed the patient’s account and confirmed that the patient received a new cpap and supplies January 13, The payment of $made May 31, covered the supplies received and cpap rental from January 13, through May 13, in which the insurance applied their annual
deductibleHis machine is set for a ten-month rental then goes under a maintenance, per the contract agreement with his insuranceThe patient had scheduled payments set which caused an over payment after paying balance in fullA payment of $is pending and will be refunded upon posting in our system, however our refund process does take two weeks to receive and we will not reimburse for overdraft fees, due to agreed auto payments or scheduled paymentsThe patient’s card has completely been removed from our system to ensure no future charges will be madeWe do apologize for any inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We sincerely apologize for the challenges you have experienced surrounding your equipment and account. In review of your records we have determined that the equipment received in February was out of warranty at the time the equipment was authorized in August of Therefore, the balance on the account is valid and will remain open until paid in full. Again, we sincerely apologize for any misunderstanding regarding your account. Should you have any additional question, please do not hesitate to contact the billing department at 800-327-4691 Sincerely, Apria Healthcare, LLC

We would like to apologize for the level of customer service you recently experiencedDuring a review of your records, we confirmed per the insurance payor guidelines the CPAP Headgear allowable is one every six (6) months. If you require additional headgear prior to then, your physician may
provide a letter of medical necessity to submit to the insurance payor for review and authorization
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

We have reviewed the patients account and confirmed that a statement in the amount of $was mailedThe account was paid in full; however, there are additional invoices in the amount of $ in collectionsOnce the payments are posted to the account, they will be applied to the open
invoices in collectionsIn addition a request was sent to remove the remaining balance of $from the patients account. A letter detailing the activity to resolve the issues on the account was mailed via the United States Postal Service We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

April 10, 2015Revdex.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*** states that he has not heard anything in regards to the refund due to him.RESPONSE:As mentioned in previous response, Apria Healthcare had to request the funds to berecouped from our outsourced collection agencyWith that being said, it has beenconfirmed that Mr***’s refund has been expeditedCheck number *** wasinitiated on April 9, 2015.We apologize for any inconvenience this may have caused.Sincerely,*** *** ***Patient Account Resolution Team Lead

We have confirmed that the patient was refunded twiceWe billed $in error November 5, for a portable oxygen systemThe payment was reversed November 13, and patient was refundedShe had also filed a dispute with her credit card company, which took the payment back February 22,
Due to the patient had already been refunded, the payments were pulled from invoices for July 4, through January 4, to repay the credit card company making the open balance of $validUpon speaking with our representative August 23, the patient indicated that the credit card company agreed that she pay the balance to Apria Healthcare and they credit the funds back to herThe balance of $was paid by the patient and no credit is dueWe apologize for any miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentAfter a review of you records, we confirmed that your respiratory unit is under a Maintenance and Service agreementAlso, we confirmed the unit was exchanged back in May due
to the equipment not functioning properlyAs of December 18, 2017, the amount of $ for the maintenance and service was adjusted off the account We would also like to apologize for all the miscommunicationsApria Healthcare prides itself in providing excellent customer care and we have taken this opportunity to coach our staff to ensure this does not happen again Again, we sincerely apologize for the inconveniences and challenges this issue 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

We have confirmed the patient received a breast pump July 09, The authorization expired September 8, and the patient was advised to contact her physician to get an extended authorization if she was still using the pumpOn September 13, the equipment was put in a pistatus due
to not receiving a new authorizationApria Healthcare made calls to the patient from September 14, through September 26, to pithe breast pumpShe was also sent a letter September 26, advising her to contact Apria Healthcare within seven days to return the pump or she will be charged the remaining purchase priceThe patient called October 03, and indicated that we should have received the extension and she would contact the referral sourceThe piwas rescheduled for two weeks from that date to allow time to receive the extended authorizationThe patient called back that day with the authorization code, however the piwas never canceledPer policy, since the equipment wasn’t returned her credit card was charged $on December 6, The patient returned the breast pump December 9, 2016, but the refund could not be requested at that time due to the payment had not posted in our systemApria Healthcare spoke with the patient to advise the refund had been approved, however it had to go through different levels of approvalThe refund was processed on January 9, and should be reflecting in her accountWe do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

We would like to take this opportunity again to thank you 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 concernsAfter another review of your mother’s records, we confirmed that you recently spoke with our Customer Service Manager to discuss your continued frustrations with the delay in processing the DME orderApria takes every step to process the orders in a timely mannerThe Customer Service Manager apologized for the delay and offered to reinstate your mother’s order; however, you informed the customer service manager the order had been canceled Again, we sincerely apologize for any inconvenience or challenges this issued caused Sincerely, Apria Healthcare, LLC