Apria Healthcare

Item # 1: Ms*** states that when she received the equipment on April 24, 2014, she informed the representative that her insurance would terminate and she would be eligible for *** benefits on May 1, Ms*** states that she provided a credit card at setup and was told not to worry that we would bill to ***Ms*** states that she has experience extensive hold times when calling in to speak about her account RESPONSE: After full review of Ms*** account, she received her CPAP unit along with supplies on April 24, When the equipment was delivered to Ms***, she received an SSRA (Sales, Service & Rental Agreement) for the rental of the CPAP unitWe were aware that Ms*** has *** as her primary insurance and *** ** *** as her secondaryIn order to submit the claims to ***, we must obtain documentation that is required by *** guidelinesWe have made several attempts to obtain the necessary documentation from Ms*** physician, such as compliant face to face notes & a WOPD (Written Order Prior to Delivery) showing usage and need for the CPAP Unit.Being that we were not able to obtain the necessary documentation, we placed Ms*** account at self pay which results in the balance currently on her account in the amount of $along with the amount in collections in the amount of $296.88; that is patient responsibility In regards to the hold times that you have experienced when contacting our billing centers, Apria is currently working on implementing new staff to minimize the hold times when patients call in to place orders or speak about their account. We apologize for any inconvenience this may have caused. Sincerely, *** *** ***Patient Pay Management Center Team Lead

We would like to apologize for the level of Customer Service you recently experienced regarding your respiratory suppliesAfter a review of your account, we confirmed that Apria does not have a payor contractual agreement with your present insurance providerYou were informed of this information
on June 13, Again, we sincerely apologize for any inconvenience or challenges this issued has 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 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 he returned his respiratory assistance device on December 29, and will no longer be billed for the monthly rental of the machineThe patient made a payment of $that applied to our system on January 6, for his deductible for
the monthly rental of his machine for date of service September 2, The patient also made a payment of $on January 29, for date of service October 2, for the monthly rental of his respiratory assistance device and it applied to our system on February 3, There are two outstanding invoices that are placed with State Collections Services for dates of service November 2, amount $and December 2, amount $that were denied by the insurance as being applied to his deductibleThe patient can contact State Collections Services at for payment optionsWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely,Apria Healthcare, LLC

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 your records, we confirmed that the continued delay in processing the order is due to missing documentation from the prescribing physicianYour order has been escalated to a dedicated team who will obtain the missing documentation from the prescribing physicianOnce the documents are received, your order will be processed. Again, we sincerely apologize for any inconveniences or challenges this issued may have 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
Apria's Customer Call Center did not provide correct information or correct products. When I attempted to contact the local branch, they would did not call me back for weeks and/or sent me right back to the same Customer Call Center that created the problem in the first place. Simply reiterating that there is a Customer Call Center does not resolve the issue I complained about. Though Apria has a Centralized Customer Call Center, there is an option to have a technician call you back. There were many times when I only got a call back after weeks. There are also certain specific reasons I wanted to contact the technician or other people at the branch, and was in fact provided the phone number at one point for one of these people, but I would still not get a call back for weeks when I left them a specific message. Some of the reasons were setting up an appointment with the tech to set up the CPAP machine, set up an appointment with the tech to confirm that the "Centralized Customer Service" had provided incorrect filters, which affect my health, and to speak in further detail regarding the specific details and other items surrounding the insurance that had been handled at the branch level. "Centralized Customer Service" could not have handled these issues.I was enrolled in Apria's Automated Ressuply Service months after I started with them. This option was never provided during the initial discussion and was not provided until many, many, many calls with "Centralized Customer Service".Apria knew, or should have know, that my current insurance was a year-long policy and had an expiration date, and did not check to see if the policy was being renewed or if I was going with another provider. I was told by my primary care physician that it would not be an issue in terms of following up with Apria regarding the new carrierApria refuses to put together any management, data collection, data entry or other type of system that would allow them to easily see the date. In this date and age, and since Apria appears to be able to collect and maintain a lot of other data, one would think it would be relatively easy to come up with a simple way to ensure that things don't slip through the cracks. Also, my understand was that the claim was supposedly submitted on 10/25, and if it was submitted on 11/19, that is a full month after submital of the claim was discussed.Finally, month's later I have still as yet not gotten any information regarding the claim submitted by Apria, let alone an "update". Apria has continuously refused to provide me with certain information, and at other times provided me with inaccurate information or products that could potentially affect my health. It also appears as though their only "proposed action" or "resolution" is no action or resolution
Regards,
*** ***

We have reviewed patient account and confirmed that it was confirmed by our Financial Services Department on August 30, that patient would be approved for a 100% waiver from August 30, through February 30, pending the return of the signed financial waiver form due back by September 13, We received patient signed waiver on August, 31st and our team was unable to review the
file due to it being damaged; therefore it could not be opened for review for processing approval
Therefore we have entered an adjustment for the open balance of $and patient is no longer responsible for that chargeWe 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
Regards,
*** *** ***
I can understand delays happening but, the social worker at the nursing home went to their website multiple times and it never said one thing about being out of stockI was told by the company that they don't keep equipment at the store location that would be delivering the equipment and that it all had to be orderedI ordered a hemi walker cane off of *** and was given a deliver date to expect it by and I came to be surprised by how fast *** was able to get it to meIt was delivered the very next day from *** even tho it was estimated to be delivered within 5-daysFor the business to say that they aren't to be held countable for their lack of business running skills to provide the best services to customers shows that they don't deserve an easy way out of this disputeHere is another way they lack in their business, in there response that they sent to the better Revdex.com it shows that my last name was completely misspelledI've spoken to their company multiple times and have even spelled my last name out for them multiple timesIf they can't even get the name spelled correctly why should I feel that they shouldn't be held responsible for the lack of providing the best service to all customers at all timesWhen I say best services I mean being able to run their company more sufficient to the point where there is no delays on anything at all and where they pay closer attention to someone's name before deciding to misspell it

We have reviewed patient account with assistance from our Branch Manager and have reversed the charges for his payments made toward the electric bed and processed a refund in the amount of $At this time patient has claims pending payment from the insurance for dates of service October 2, through February 2, for the monthly rental of the electric bed as the equipment was not picked up until February 29, There is no patient responsibility at this time as claims are still processingWe 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
I was contacted by the company who told me that the only record of conversation they had was my initial call and the call in JanuaryThe second call when I was contacted by an Apria Healthcare representative and I rejected the *** that converseration cannot be foundI was also told by person who called they he was going to looked into it, judging from his respond he never did. I spoke to my insurance company who said that I don't owe anything as it was taken from my deductablesMy Insurance company also advise me to file a claim with Consumer Reporting Agency, after I explain this issueBased on the information I received from my Insurance Company it seem that Apria file a cliam with my insurance company after I refused to payMy complaint is based on principle and how these healthcare agency can manipulate the system for their own benefitIf a customer refuse to pay for an item in the initial call, why do you still proceed to process the order and now when its time to admit they were wrong that recorded conversation is not available.I have never received a bill from my Insurance company only bills from Apria Healthcare, therefore if I don't owed Apria Healthcare why are they sending bills and why did they send it to collection?
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
Good Morning, Would you please re-open or look into case ***?My wife is copied, she is authorized to see all communications if that is a question. Apria Health is either incompetent or dishonest, they have not kept to their word again. We visited the local Apria Health office here in *** *** ** a few weeks back and they would not take back the packaged (CPAp Machine) supplies were billed for and for which we were told a label would comeMore bills came instead, which are unexplained also, my wife said. The agreement I had was that the case could be closed IF they stopped billing us and worked with the insurance companies. We may owe them some balance and will pay that ONCE they take back the supplies that *** in their *** ** said they would do and credit us the amountHis boss was in a meeting he said that day and couldn’t speak to usThen two weeks later, he was on vacation we were told. Whether incompetent or dishonest, Apria Health’s rating should reflect their lack of integrity and disregard for customers and the public should be warned. Keep my complaint open please and contact me soon as possible via e-mail so I know some (further) action is being taken. Thank you, *** and *** *** *** ***

We have reviewed Mr*** account and confirmed that we mailed a letter to him requesting the SD card information and also tried to contact him on January 27th, 2015, February 3rd2015, February 18th, and also on May 14th, and June 22nd, informing him we needed the information in order for claims to processed and covered through his insurance HighmarkWe did submit a retro authorization via mail to *** on July 30th, and Mr*** was informed at that time by one of our representatives that if claims were denied by his insurance that he would be responsible for the chargesAfter the retro authorization request to the insurance claims were still denied leaving patient responsible for charges for dates of service January 13th, 2015-June 13th, the amount due at this time is $1,We 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 she received another bill after she was assured that her name and the equipment had been removed from the system RESPONSE I have reviewed the accountAccording to our records, the equipment was removed from the account on April 30, Our records also
indicate you spoke with a billing representative on April 30, and was informed of the open balance along with the insurance balance of $On May 8, 2015, this balance was deemed patient responsibility due to the insurance applying deductible towards the claimThis balance has since been adjusted off of the accountThere is now a zero balance on the accountWe apologize for any inconvenience this may have caused Sincerely, *** *** Billing Center Quality Specialist

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 resolvedI am hoping that this will not give a negative mark on my credit rating
Regards,
*** *** ***

Item # 1:Mr*** states that he has not had a good experience with customer service with Apria Healthcare.Mr*** states that he has tried the paperless statement so they would be sent electronically and has not been able to receive statementsHe has requested that the statements be mailed
to him. Mr*** states that he provided his credit card for a “one time” payment and Apria Healthcare continued to bill his credit card which resulted in Mr*** having to dispute with his bankMr*** stated that he sent written communication in to remove the credit card, but Apria Healthcare continued to charge his card. Mr*** received a bill for over $that he is now disputing being that the invoices have been forwarded over to a collection agency. RESPONSE:After fully reviewing Mr*** account, we do apologize for the unsatisfactory customer service that he was provided & will be addressing as training opportunities. In regards to Mr*** statements that he has not received, if our patients are enrolled & registered to receive statements online, they should be able to view statements at any time with or without email notification. In regards to the credit card on Mr*** account, the last payment was processed on the credit card on February 11,and applied to the account on February 19, Apria Healthcare removed the credit card on February 24, after working the correspondence sent in by Mr***. In reference to the amount that has been sent to our outsourced collection agency in the amount of $513.13; these claims were billed to Mr*** *** *** *** *** plan and we received a response stating that the claims were not covered under his plan being that the sleep study and supporting documents that we obtained from Mr*** physician did not indicate need. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.Sincerely, *** *** ***Patient Account Resolution 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 not provided anything I requested from my initial complaintI requested that Apria remove my account from collections and they report no collections on my credit bureaSecond, because my insurance carrier paid $for said equipment in August 2016, I requested reimbursement of the $that Apria deducted from my checking account from August - August I just received a collections call from Global Receivables Solutions, Incattempting to collect on my debt to ApriaThey continue to attempt to deceive the Revdex.com and me, *** ***
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
On January 17, 2017, I received the bill from Apria from for $On January 18, I called Apria about the billThe person I spoke with at Apria told me to disregard the bill I received and that there was no balance dueOn February 13, 2017, I received a collection notice from *** *** ***, Incdated February 7, for the $I called Apria's *** MOoffice (where I get my oxygen from) that same day*** who works there checked my account and said it showed no balance dueI emailed Apria that day, too about itI received a response from Apria on February 17, from *** *** at Apria saying she had removed $from what I owedOn Monday, February 20, 2017, I contacted *** *** about the issue since *** *** had paid the bill to find out from them just what the status wasI spoke with *** ***On Wednesday afternoon, February 23, 2017, *** called me back and told she had been trying since Monday to talk to Apria about the bill and that Apria kept transferring her around to different people so she couldn't get anything done with Apria, yetI will wait for a response from *** *** to see what they determine from their contact with Apria before I do anything else
Regards,
*** ***

We have reviewed the patients account and were able to confirm that the information requested by the insurance was mailed out on May 25, When we contacted them regarding previous claims billed, we were informed of the additional information neededWe have placed the invoices in collections on hold to allow more time for the documentation to be received and those claims be reprocessed by the insuranceWe apologize for any inconvenience this has caused
Sincerely,
Apria Healthcare LLC

RESPONSE: Area Customer Service Manager spoke at great length with the branch manager of the branch provi***g service to Mr*** and reviewed his accountMr*** was set up by Respiratory Therapist at his local branch on 8-19-The Respiratory therapist that set him up on his equipment placed
a follow up call and he seemed to be very pleased with his new equipment

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,
*** ***

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentAfter a review of your records, we have confirmed that on December 13, the respiratory equipment was checked and functioning properlyAlso, a customer service
representative attempted to contact you to better accommodate your schedule to ensure the equipment is serviced timely Again, we sincerely apologize for any inconvenience or challenge this issued 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 which allows us to make service improvements, as it has done in this case. Sincerely, Apria Healthcare LLC