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
My health insurance administrator, *** (***), has NOT received the claim in question This can be verified by calling ***, as shown on my health insurance card A copy is attached for reference
Regards,
*** ***

ITEM # 1: Complainant is frustrated with extensive hold times she has experienced and is in need of her pap suppliesRESPONSE Contact with patient was made and order for supplies has been placed and processedPatient was upset with a letter she had received from collections due to a balance she
sent inPatient was advised that payment has been applied at this timePatient was experiencing difficulties in ordering supplies as she was not calling the Sleep Central phone numberShe has been provided that phone number for future orders and expressed pleasure with the resolution providedSincerely,*** *** Area Customer Service Manager Sleep Central

We would like to apologize for the level of customer service you recently experiencedAfter a review of your records, we have confirmed that on 10/27/you spoke with a supervisor regarding your concerns and discussed your frustrations with getting incorrect ordersAlso, we confirmed that your correct order was shipped on 10/27/ 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 and confirmed that we are currently working to obtain the completed Initial CMN from the physician to qualify patient in order to bill ***Once we receive that documentation from the physician we will submit for correct billingWe 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
No proposed action was statedImproper billing was performed by ApriaI NEVER agreed to any rental
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.The amount of the refund is still INCORRECT....I have contacted APRIA by email as well as through the Revdex.com website and have not received a personal responseFunds were sent from my HRA account as well as charged on my personal credit card. The customer service from APRIA is absolutely horribleLike I mentioned before I am a health care professional as well and can not believe that I have not been contacted by APRIA directly concerning this matter
Regards,
Deborah Wade

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 would like a direct letter of apology from the branch manager, and a detailed plan for how they will change their protocols for future clients. They delivered the crutches minutes before I had to leave for the hospital and the delivery guy was rude. The branch manager wouldn't take responsibility for anything
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 reviewedI know they received compliance statements I will contact my doctor and get copies of my records myself Thank you for your help so far] as you have finally gotten more info than I have received in a year of dealing with this company I will contact the doctor today.Thank you again for looking into this matter
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.I have two insurance coverage plansAlso, I have been told by Apria representatives that I have no charges for particular Apria equipment, that Apria will contact both companies, and that they will keep me informed as issues are resolvedInstead, I am receiving charges for the particular equipment, Apria has a problem with reporting the right information to one insurance company but ignores the insurance company request for the right information, and Apria has passed on my account to a collection agencyI have an 800+ Credit Score and Apria through their incompetence is adversely effecting my credit scoreI have tried contacting them but get shifted to representative telephone lines that hang up after an extended wait period.I don't mind paying immediately for real charges but Apria has to start acting professionallyFirst, they must stop my account from going to a collection agency and remove any adverse credit informationSecond, an Apria representative, one person, should directly work with me till all the confusion and their errors are resolvedI do not want to spend an hour on the phone waiting to speak to yet another Apria representative only to have the line go dead before speaking to someoneThird, I want an assurance that they will stop contacting me about new business - calls by their company for me to buy new Apria equipment - until I receive the assurance they will act professionally in the future and that phone calls are not more than call per monthI have never dealt with a company this bad professionally and hope that you can help
Regards,
*** ***

We have confirmed that the patient’s card was set for automatic billing on his account, in which he signed a sales service and rental agreement to do soThe payment of $was charged on April 11, 2017, which applied to copay and deductible for February 6, and $charged on April 14,
2017, $applied to another invoice February 6, and $applied to copay for March 6, with $being refundedWe have two address on file indicating a physical address and a PO Box address in which the check was mailed toApria Healthcare is in the process of verifying the refund has not been cashed to reissue to the physical address on fileWe do apologize if this has caused an inconvenience as our goal is to ensure customer satisfaction as well as accurate billing Sincerely, Apria Healthcare, LLC

"I have been trying for more than 2 months now to get a CPAP machine and

supporting supplies. More than 20 phone calls. They keep saying the

documents sent by the doctor are not sufficient. Then I have the doctor send

other docs.

Then they say it's OK now and I will get a call to confirm order status. Order is

under"validation". No call ever takes place.

Then I call back and am told the documents are still insufficient.

This loop was repeated five (5) times since August !

I finally went to the doctor's office, and personally checked that Apria's

requirements were met and docs faxed. This still did not solve the problem!

I finally asked for a supervisor. None available... Was told one would call

back. Did not happen...

Never seen anything like this. Third world level of competence and service.
2 months of bad sleeping because of this insanity. This is negligence IMHO."

February 9, 2015Revdex.comSan Diego, CAAttn: [redacted]Dispute and Information Analyst Lead[redacted]Re: Apria Healthcare Inc: [redacted]Revdex.com Complaint ID#: [redacted]Dear Ms. [redacted]:This letter is in response to the complaint referenced above submitted by [redacted],to the Revdex.com. We apologize for any miscommunication on our part that mayhave resulted in this complaint. Below is a brief description of the complaint matter and ourresponse.Item# 1:Mr. [redacted] states that the local branch manager told him that he could return the CPAP unit andreceive a refund after getting a letter from Apria' s billing office. He states that he has notreceived any letter or refund.RESPONSE:Mr. [redacted] informed Apria on January 23, 2015 that his credit card company had senthim a letter saying they would not recoup the payment that was charged. Mr. [redacted]returned the CPAP unit on January 28,2015.We called to discuss the letter from the credit card company and Mr. [redacted] states that hereceived his refund.We apologize for any inconvenience and miscommunication that has occurred.Sincerely,[redacted]Billing Center Quality Specialist

The patient’s payment did not initially post to his account due to an error when processing causing the account number to be off.  Once we received the proof of payment, we were able to research our systems to locate the payment of $184.36 made by patient on 6/10/2017.  Once we located,...

the payment we have had it applied to the patient account. We apologize for any inconvenience this may have caused.  We 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. [redacted] states that Apria Healthcare billed the incorrect state for his insurance for claims inMay 2014.Mr. [redacted] is stated that the balance that was sent to Apria Healthcare’s outsourced collectionagency has been paid and doesn’t feel that the balance should have rolled to...

collections.RESPONSE:We have reviewed Mr. [redacted]’s account and found that the invoice from May 23,2014 where the incorrect insurance payor code was attached when the initial claim wassubmitted on June 10, 2014. Per our records we corrected the payor code and sent theinformation to the correct insurance plan for Mr. [redacted].Mr. [redacted] called into Apria Healthcare on April 22, 2015 and spoke with an agent forour Patient Account Resolution Team who explained that there is currently a zero balanceon the account and the account that was forwarded to collections has been closed.We apologize for any inconvenience this may have caused.Sincerely,[redacted]Patient Account Resolution Team Lead

We have reviewed patient account and confirmed that his account reflects an outstanding balance in collections placed with [redacted]. for $708.73 for CPAP unit and supplies ordered on March 17, 2009, February 22, 2011, November 7, 2011, March 15, 2012 and May 30, 2013 that were...

denied by insurance as deductibles and copays due. Patient account is now in delinquent status due to non-payment of the collections balance resulting in the order for CPAP supplies not being able to be processed. Patient can contact his insurance to confirm his deductible amount and if claims were processed correctly by them and then reach out to our Billing Department for further assistance with his account. 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 had auto payments set within Apria’s system with a credit/debit card in which the authorization failed beginning January 31, 2015, however the patient set up $32.50 to be deducted from her checking account through Apria’s online system. The patient’s copay changed to $45.16 due to insurance instead of $32.50. All payments made will apply to the oldest open invoice first to prevent collections. The full monthly amount wasn’t being paid and when the next month payment was made it finished the previous month’s balance and continued this way which contributed to the balance due on the account. The payment that posted June 9, 2016 for $32.50 applied $12.66 to September 30, 2015 and $19.84 to October 30, 2015 dates. No payment will be made for July as the patient has cancelled the auto payments as of June 6, 2016 and a refund would not be due as the payment applied to valid balances. The patient has been mailed a payment history of all payments from 2016 to show what dates payments applied to. We believe that all appropriate steps have been taken satisfactorily to resolve this issue.
Sincerely,
Apria Healthcare LLC

After review of the account, we were able to confirm the incorrect supplies sent on March 8th were returned and an adjustment has been keyed for that amount billed. Our records show a refund check has been issued in the amount of $435.84 and an additional $186.38 is being currently being processed....

The claim showing billed on March 10 is showing a patient responsibility of $295.32 and any other amounts that have been overpaid will also be refunded once posted. At this time, there are no other funds showing available for refund. We apologize again for any inconvenience or miscommunication on our part.     Sincerely,  Apria Healthcare, LLC.

Item # 1:  Mr. [redacted] is requesting that Apria Healthcare file the claim he is being billed for to his insurance company for payment. RESPONSE: We have reviewed Mr. [redacted] account and confirmed that he signed up for the Opt-In Program to automatically receive supplies every three months on...

September 11th, 2014. Mr. [redacted] received CPAP supplies on March 11th, 2015 and at that time his insurance CCX was verified to submit payment for the claim and it was confirmed that the coverage termed on January 31, 2015. We attempted to contact Mr. [redacted] on May 13th, 2015 to obtain the updated insurance information and he called back in on June 19th, 2015 and provided the information. Mr. [redacted] did not notify us of the insurance change in the timely manner and the payor does not issue a retro authorization in order to cover the claim; therefore the invoice is now billed under self-pay and the account reflects an open balance of $197.66 at this time. Mr. [redacted] is no longer enrolled in the Opt- In Program as requested. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,  [redacted] [redacted]Billing Center Quality Specialist

March 27, 2015Revdex.comSan Diego, CAAttn: [redacted]Dispute and Information Analyst Lead[redacted]Re: Apria Healthcare Inc.: [redacted]Revdex.com Complaint ID#: [redacted]Dear Ms. [redacted]:This letter is in response to the complaint referenced above submitted by [redacted] on behalfof [redacted] to the Revdex.com. We apologize for any miscommunication on ourpart that may have resulted in this complaint. Below is a brief description of the complaint matterand our response.Item # 1:Ms. [redacted] has provided proof that Apria Healthcare billed [redacted] while thepatient was being billed as self pay.Ms. [redacted] is requesting that the amounts paid by the Ms. [redacted] be refunded to her and alsorequests that the invoices that were previously sent to collections be removed.RESPONSE:As mentioned in our response on March 12, 2015, Ms. [redacted]’s account was placed asSelf Pay on June 26, 2013. After that time, no claims were submitted to Ms. [redacted]’sinsurance company, [redacted] per our records.Apria Healthcare has reviewed the conversations that occurred regarding the recurringpayments that were set up previously on Ms. [redacted]’s account. Per Ms. [redacted]’srequest, I have mailed the details of those recordings on behalf of Ms. [redacted]’s account.We apologize for any inconvenience this may have caused.Sincerely,[redacted]Patient Account Resolution Team Lead

Item # 1:  Patient did not receive humidifier and it took Apria Healthcare 3 weeks to deliver to the patient RESPONSE: I did review the account and found that there was a lot of miscommunication regarding this order and it had resulted in the order being cancelled then rekeyed but with the...

wrong branch. We do ship via FEDEX and they do require a signature to be sure the patient receives the equipment and it does not get stolen if left on the porch and the patient was upset that we could not leave on the porch. And when we had changed the order for the patient to come into the branch we had the wrong branch on the order. We have since provided the equipment to the patient and she is currently using to assist with her cpap therapy.  Sincerely, [redacted]Customer Quality Supervisor Customer Care Center