Apria Healthcare

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,
*** *** ***

We have confirmed that the patient received a cpap machine June 16, Apria Healthcare requested authorization from her insurance *** ***The insurance has denied the authorization due to a letter needed showing patient’s previous machine is broken beyond repairWe are still in the process of reviewing this matter and will be contacting the patient to advise of any adjustments or refunds if any are necessaryThe automatic billing has been temporally removed to prevent further charges to her card until this is resolvedWe do apologize for any inconvenience 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,
*** ***

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 as long as no further billing issues take placeI do not think Apria intends to supply me or the Revdex.com with the requested documentsIt should be noted that neither Apria or their collection agency have emailed or mailed me the letters promised in this Revdex.com complaint showing my account is paid in full I am cautiously optimistic I warn other customers with billing issues at Apria to be prepared for slow or non-compliant commitments It has been numerous weeks and Apria still can’t figure a way to email or mail me an updated statement showing I’m paid in full they also cannot get their collection agency to do the same Apria was able to send me to collections in no time, but when the situation is reversed Apria has no respect for the individual or sense of urgency to resolve the matter thank you
Regards,
*** ***

Apria strives to provide the highest level of service to our patientsWe apologize for your inability to reach our Customer Service Team in a timely mannerDuring our review of your records, we have determined the delay in delivering the respiratory equipment was a result of not having all the
necessary documentation your payor requires to provide the respiratory equipment prescribed by your physician
Again, we sincerely apologize for any inconvenience this may have caused youThank 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 with assistance from our insurance team and confirmed that we did not have compliant face to face documentation on file prior to patient January 6, sleep studyThe patient spoke with our insurance team on February 12, and advised that he will send our team the documentation obtained from his physician which is the same documentation that was sent to Medicare that reflects a Favorable Redetermination LetterOnce we receive the information we will work to fully resolve the billing on his accountWe 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 confirmed that a refund was processed on July 28, in the amount of $There was also refund checks for $3.75, $35.95, $and $that were voided and re-issued for the patients spouse on August 12th, 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 confirmed that the patient paid a total of $941.02, $applied to his balance for deductible and copayThe patient has already received a refund for $and $An additional refund has been processed in the amount of $and should be received by the end of the weekThe account was adjusted in the amount of $for returned suppliesApria Healthcare contacted the patient via email on April 14, to advise him of the refund being processedWe believe that all appropriate steps have been taken to resolve this matter Sincerely, Apria Healthcare, LLC

We would like to apologize for the level of customer service you recently experienced regarding a delay in delivery the Durable Medical Equipment (DME)After a review of you records, we confirmed the delay was due to missing information to finish processing the orderCustomer Service attempted to
contact you to obtain the required information on September 11, On September 12, after speaking the customer service representative informed you the order will be reactivated and processedYou may call (888) 492-for customer assistance Again, we sincerely apologize for any inconveniences and/or challenges this issued has 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

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 will accept the response from Apria once I receive mailed confirmation from the collection agency AND Apria that my debt was paid in full and collection cancelled. Unfortunately I rather verify than trust what Apria advises. It is my credit at risk, not theirs. And as a suggestion, Apria would be behooved to change their collection referral practices. If it takes Apria "up to days" to process a credit card payment made to their own website, Apria likely should not send a client to collections for at least 70+ days; not the bare minimum days which appears to be Apria's practice. The fact is Apria did not advise in any statement that this was a CPAP buyout. Apria did not attempt to call me one single time to explain this or arrange for payment. And then finally a real-time payment to Apria's own website took numerous days to post. This could have been resolved had Apria mailed a detailed statement, and had Apria actually called before jumping the gun and sending me to collections at exactly days. Thank you in advance for your assistance resolving this matter.
Regards,
*** ***

Tell us why here
We have reviewed patient account and confirmed that patient has two accounts with Apria as he is also a travel patient and therefore has a travel accountWe have created a detail spreadsheet of how his payments were applied to his account and will forward a copy of the
information to patient for reviewWe also have requested that patient balance in collections be removed for dates of service January 8th, 2015-June 8th, as claims were submitted incorrectly as patient was in a different state and claims were billed in the wrong area and also requested information be removed from the credit bureau if placedAt this time patient travel account reflects an open balance of $for the remaining balance for date of service 1/19/for the rental of the gas portable system and $for the rental of the concentrator and a balance of $on the other account for the rental of the concentrator for dates of service July 8th, and August 8th, .We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

After review of the account we were able to determine that the previous refund request submitted on December 21, was not processed in errorWe were able to confirm that a call was made to Apria’s billing department on January 3, and this error has been correctedThe refund of $is being processed at this timeAgain, we apologize for the inconvenience this has caused Sincerely,

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 the delay in receiving the respiratory equipment is due to missing documentation that is required by the insurance
providerOn January 24, several attempts were made to obtain the required documents from the prescribing physicianOn January 26, the documentation was received from the physicianOnce the documents were received the customer service agent made several attempts to contact you (2/1/18, 2/2/and 2/4/18)Our records indicate the respiratory equipment was picked up at the local branch on February 15, 2018. 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

We would like to apologize for the level of customer service you recently experiencedAfter a review of your records, we confirmed that during a visit to the *** ** location the patient’s rented Cpap machine was left at the branch by the patientDue to *** guidelines Apria is unable to provide a new machine as a result of Competitive Bidding lawsWe sincerely apologize for any inconvenience this 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 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
Regards,
*** ***

We have confirmed that the spreadsheet with the billing details was sent out March 16, and need to allow time for the mail to be receivedUpon receiving this response copies of invoices reflecting payments have been mailed alsoFrom further review of the patient’s other account the balance of $has been adjusted due to the insurance paid the allowed amountWe believe that all appropriate steps have been taken to resolve the issues to the patient’s satisfaction
Sincerely,
Apria Healthcare LLC

Ms*** We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipmentA formal written response dated February 14, addressing you concerns was mailed to your address on record via first class mail. Again, we
sincerely apologize for any miscommunications and or challenges this issued may have caused and wish you well in your future treatment Sincerely, Apria Healthcare LLC

After a full review of the patient’s account, we have at this time recalled all balances from the outside collections agency and are in the process of refunding the purchase amount paid by the patientWe have accepted the patient’s equipment back as a returned item and have cleared the patient’s
account of all billingWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerely,
Apria Healthcare LLC

Item # 1: Mr*** submitted a concern to the Revdex.com indicating his frustration with his recent attempt to contact Apria Healthcare in relation to a pending order for a replacement pap deviceHe expressed concern with an excessive hold time and the lack of professionalism he
experienced during his interaction with ApriaRESPONSE Upon receipt of this concern Mr***’s account was reviewedIn review of the account it was noted that Mr*** walked into the local branch on 07/22/wanting his Pap device exchanged as it was not workingMr*** provided Apria a new prescription as well as the chart notes from his physician for the requestThe agent at the branch had the documentation reviewedMr*** did not receive completely accurate information during that visitHe was advised that his insurance would require a valid written order prior to the deliveryIn addition, the notes Mr*** brought into the office had to be signed by the physicianHowever, today upon further review of Mr***’s account, it was noted that his pap device is currently renting under a maintenance planTherefore the pap device should have been replacedWe have created the order to have the pap device replaced immediatelyHowever, Mr*** also needs a new heated humidifier and pap suppliesThose items will require a written order prior to delivery as well as the notes will need to be signed by the physicianWe have faxed a prescription to the physician as well as a request for an attestation letter to meet the requirements of the signed notesWe will follow up with the physician to ensure we obtain the documentationOnce obtained we will be able to move forward with replacing the heated humidifier and pap supplies as wellWhen we called Mr*** today a voicemail was left providing him with a direct contact number so we can discuss our findingsAt that time, we will offer Mr*** an apology for the frustration he has experienced in his recent interactions with Apria.Sincerely, *** ***Area Customer Service Manager