Apria Healthcare

We have reviewed the patients account and it’s clear the patient spoke with a number of people attempting to resolve a credit card chargeUnfortunately refund requests and return supply orders are not actions that can be completed over nightWe do sincerely apologize that she had such a difficult time obtaining resolution to her complaintsWe have completed the necessary adjustments to remove the billing and have refunded the money paid, we have also as she requested removed her automatic payment method from her accountIn addition, we acknowledge the error was on our end and have done what we can to correct/resolve this errorWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

We have reviewed patient account and confirmed that he received a CPAP unit on November 4th, and at the time he received the equipment he had *** insurance coverageUnder the *** plan agreement the CPAP unit would rent for months then bill under maintenance and service and would not
convert to a purchase; therefore the equipment began billing under maintenance and service in September Patient insurance *** termed on March 20th, and they paid claim dated March 4th, 2015($58.84) that billed under maintenance and service for the CPAP machineWhen patient insurance changed the maintenance and service agreement ended and we now have to bill according to the new insurance plan agreementAt this time the account is currently in payor change status to verify the insurance coverage and bill for dates of service March 3, 2016- May 5, that are currently outstanding amount $and patient will receive a billing statement for any amounts not covered by the planThe CPAP machine was returned on May 26th, and will no longer be billed for a monthly rentalWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing
Sincerley,
Apria Healthcare LLC

We have reviewed the patient’s account with assistant from our management team and confirmed that we received the urgent order from patient doctor’s office requesting crutchesThe order was processed on February 14, by customer service and they informed patient’s mother that the
estimated delivery of the equipment would be by 9:00pm and that it was sent via *** to be received within to hoursWe received a call back on February 15, from patient mother stating the equipment was not received but was supposed to be delivered on February 14, 2017. Our customer service team informed her the order was processed incorrectly and apologized for the error and that they will correct it but patient’s mother stated they purchased the equipment from a medical supply storeIt was confirmed by our management team that a refund will not be processed because the equipment was not purchased through an Apria account and there was no payment made to us in order for us to issue a reimbursementWe 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
The company stated in the interaction with you that I had to use the CPAP for a certain amount of time per nightWhat they are not telling you is that I was told there would be no out of pocket $dollarsThey have been reported over and over with so many complaints about the same thingPeople being billed large amounts when they should not beI was given a CPAP by my Dr*** ***I was told by the DR & APRIA there would be no out of pocketNow they are seeking $699I will pay the five dollar monthly charge for one year of dollars
Regards,
*** ***

Revdex.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 Mr*** ***,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:Mr*** states that when he was set up with a CPAP device his credit card information wasrequestedHowever, he was not informed that Apria would bill his credit card at any time theywantedHe states that he returned the CP AP device and is requesting a refund for all paymentsmade by him.RESPONSE:Our records show the following in relation to the above-referenced account:Apria rented a CPAP device and sold related supplies to Mr*** on November 13, 2014.At the time of set up we obtained a credit card to charge for any amounts not covered bythe insuranceApria then submitted claim on behalf of the patient, seeking directpayment from the insurance for the portion of charges covered by the applicable plan.*** covered the November and December claims at 100%, in the amount of$for the CPAP device and supplies*** denied the January - April2015claims as not being medically necessaryPursuant to the credit card authorization, Apriacharged the credit card on file, in the amount of $for the denied charges.Although Mr*** provided his credit card information to us at the time of initial set upand we believe we had authorization to charge the account, we have removed thepatient's credit card number from our system.Because the fees charged on the credit account were owed in connection with an outstanding balance, reversing the charges on the account will result in the remittance of a bill to the patient in the same amount.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as wellas accurate billing.Sincerely,*** ***Billing Center Quality Specialist

We would like to apologize for the level of customer service you recently experiencedDuring a review of your records, we confirmed due to a change in your insurance ID there was a delay in you receiving your suppliesAlso, there was a miscommunication with our Customer Service staffOn August 5,
your order was processedWe have confirmed you received your supplies
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 patient account with assistance our billing team and confirmed that patient has had his CPAP unit since November 7th, through AetnaPer Aetna contract for the CPAP unit it would bill for
months and then bill every months for maintenance and service and the
maintenance and service was billed to Aetna for date of service September 7th, but patient policy had termed on April 1st, so
he no longer had insurance with AetnaOn October 12th, three attempts were made to reach patient
to obtain correct insurance information but no contact was madeThe account was then changed to self-pay and patient contacted our office on December 16th, disputing the balance and our representative tried
to explain the outcome of the accountThe Cpap machine was picked up on January 22nd, and the
billing stoppedThe equipment could have been converted to sale if insurance would have been provided in a timely manner therefore patient is responsible for the invoices that billed before the equipment was picked up on January 22nd, The open balance at this time is $for dates of service September 7th, 2015- January 7th, for the monthly rental of the CPAP unitWe 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 belowCauses of why you are not satisfied with this resolutionI will consider this issue resolved ONLY when funds appear in my account as I was promised the same "resolution" in early Nov and the funds were never returned. I checked my account today 1/9/at 1:25pm MDT and funds are still not returned.
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
Regards,
*** ***

Item # 1:Mr*** states that Apria Healthcare sent a bill to *** *** *** *** with the incorrect patient identifiers causing *** *** *** *** to deny claim(s).Mr*** states that once Apria Healthcare received the denial from *** *** *** *** that Apria deducted the
amounts denied by his insurance from his checking account for the purchase price for Mr*** Continuous Positive Airway Pressure (CPAP) unit. RESPONSE:After full review of Mr*** account, Apria Healthcare delivered the ContinuousPositive Airway Pressure (CPAP) unit on June 18, At the setup, we verified coverage for *** *** *** *** of Kansas, however when we submitted the claim to*** *** *** *** we received denials stating that patient could not be identified.Corrected claims were submitted to the insurance which resulted in continuous denials from the insurance company. On March 17, 2015, it was determined that we had the incorrect payor code attached to the invoice for the Continuous Positive Airway Pressure (CPAP) unitWith that being said, we have submitted the claim to the correct payor for processing and payment.In regards to the charge that occurred in the amount of $that was processed onMr***’ credit card; when the equipment was delivered on June 18, Mr.*** did sign the Sales, Service & Rental Agreement (SSRA) giving authorization to bill for any open balances pertaining to his account. Apria Healthcare will be refunding the amount of $to Mr*** in form of checkMr*** should receive his refund in approximately two to three weeks which will be mailed to the address we have on file. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. 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
Immediately upon receipt of the bill from Apria I called and explained the situation to a Shea in the billing department, who said that she noted in the system that the yearly maximum had been reached and to await full reimbursement from insurance before collecting the co-payThis was on April 20, Two days later, on April 22nd ,my account was charged with a credit card number that they had on file from when I purchased a new unitI proceeded to call the billing department again and spoke to *** and a supervisor, *** who both said that my account could not be credited
Regards,
*** ***

Dear Mr***:This letter is in response to the complaint references above submitted by *** *** to the Revdex.com. We apologize for any miscommunication on our part that may have resulted in this complaint. Below is a brief description of the complaint matter and our
response.While away from your home location your rental BiPAP unit quit working. Your daughter attempted to get some assistance with this problem. After a lengthy call she was not able to get any help and was told that Apria would not exchange the unit.We would like to assure you that it is in fact our policy to assist our patients in situations like this, and we should have made arrangements to get your unit working or get you one that did work. We would like to apologize for this miscommunication. In the future, please contact the Travel deptat *** *** * *** before you Travel so that we may note your account and ***e any preparations needed for your trip. Anytime you are away from your home area, you can contact the Travel deptand we would be happy to assist you in getting what you need.Sincerely, *** *** Apria Healthcare's Great Escapes Travel Dept

ITEM # 1: Ms*** states that Apria over charged his credit card for supplies and then refunded himHowever, he was then referred to collections in errorMr*** is requesting for Apria to clear his account balance, refund him the payment that he paid State Collections and remove the error
from his credit reportRESPONSE: We have reviewed Mr***’s account and found that he received supplies on July 26, and June, 30, Mr*** paid his co-pay amount of $and $in September for the July 26, claimMr***’s insurance paid the July 26, claim at 100% however the patient’s co-pay amount was not reversed off and refunded at the timeWhen Mr*** ordered supplies in June 2014, there had been some issues with the credit card provided for his co-pay amountThe credit card was charged four times in the amount of $each time for a total of $in error in June 30, We apologize for this error and have used this as a training opportunity within our company to ensure this does not occur againApria processed a refund in the amount of $on July 18, for the over charged amountThe co-pay amount of $was left applied to the June 30, claimThe insurance paid at 80% for the June 30, claim, leaving Mr*** responsible for the co-pay amount of $On September 2, 2014, Apria received notice from the credit card company of a dispute on two of the $chargesApria recouped $to the credit card company on September 24, However, this recoupment to the credit card was done in error as we had already refunded Mr*** $on July 18, 2014.We reversed and adjusted $from July 18, claim plus an additional $was reversed and referred to collections in error for the July 18, claim as part of the credit card recoupment that was doneWe show that Mr*** made a payment to State Collections in the amount of $on November 4, We understand that Mr*** did not owe the amount of $for this invoice, however he was over refunded, therefore this amount has been posted towards the over refunded amountApria also reversed $from June 30, claim and rebilled Mr*** for the open co-pay amountAs a courtesy, Apria has adjusted the balance of $We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billingSincerely,*** *** Billing Center Quality Specialist

We would like to apologize for the level of customer service you recently experiencedDuring a review of your records, we determined that your order was initially processed incorrectly It is our intention to always provide quality merchandise in a timely mannerOur records indicate you have
received a correct walker on 5/7/
We greatly appreciate you 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 coach our customer service representative on the importance of verifying the details of an order prior to deliveries to our patients
Sincerely,
Apria Healthcare LLC

ITEM # 1: Mrs*** states that they placed their debit card on file to charge each month for the co-pay amount dueHowever, the debit card charged $for claims that Apria did not submit the correct paperwork with and the insurance deniedShe is requesting a refund of the $ to be
placed back on her debit card and would also appreciate the $over draft feeRESPONSE: We have reviewed Mr***’s account and spoke with Mrs*** on January 21, to discuss the details of the accountWe explained that we have reversed all payments made by the insurance and Mr*** and are in the process of refundingWe apologize for any inconvenience and miscommunication as our goal is to ensure customer satisfaction as well as accurate billing Sincerely,*** *** Billing Center Quality Specialist

We would like to apologize for the level of customer service you recently experienced regarding your respiratory suppliesAfter a review of your records, we confirmed that prior to November 9, the required document to qualify for additional supplies per Medicare’s guidelines were not on file
Apria has since received the proper documentation and confirmed the respiratory supplies were shipped on November 14, 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 Helathcare, LLC

RESPONSE
We have reviewed patient account and confirmed that claims were only denied because *** guidelines were not metWe submitted a redetermination request on March 13, and it was denied by redetermination because a copy of the doctor credentials were not submittedWe submitted the requested information on May 13th, to *** along with a reconsideration request form all the required documentation and the decision came back unfavorable that claims would not be covered by ***At this time the account balance is $for dates of service February 3, 2015- October 3, for the monthly rental of the CPAP unitWe do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

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,
*** ***
At least there is a response from Apria, but the numbers still make no senseThis is the first time that I have been made aware of an issue with the insurance company and I will follow up with themHopefully the itemized statement will include a timeline of charges and payments because even the figures that are included do not explain how or where the figures came fromExample: a statement from a collection agency (dated January 18, 2015) shows a balance of $for services provided on July 8,

Item # 1:Ms***-*** states that oxygen was provided for her father on January 9, and was picked up onJanuary 14, Ms***-*** provided a credit card to bill for the patient monthly for the patient’s responsibility.Ms***-*** stated that she contacted Apria Healthcare in
December and was informed that her credit card would be refunded which did not occur. RESPONSE:After reviewing Mr***’s account, I confirmed that we do have an overpayment on the account in the amount of $I have made contact with Ms***-*** and arranged to refund the discover card $that was previously charged to resolve this concern. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,*** *** ***Patient Pay Management Center Team Lead

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,
*** ***