Apria Healthcare

We have confirmed the patient received a cpap machine February 16, 2015. His insurance at the time required a 3 month rental then it would be purchased. Apria Healthcare received a fax from the patient’s insurance June 2, 2015 informing us that the patient’s insurance termed March 31, 2015. We...

called the patient and left messages June 3, 2015 and June 8, 2015 for insurance update. The account was changed to self-pay due to no insurance given to bill. The patient gave his new insurance July 24, 2015, at that time the rental started over with the new insurance since the purchase price was not met with the previous insurance. The rental is based on the agreement with the insurances. The patient signed a sales service and rental agreement upon receiving the equipment and agreed to the terms and conditions. His new insurance require a 10 month rental then convert to purchase which ended April 16, 2016. The patient is responsible for all balances up to that date. Apria Healthcare spoke with the patient January 8, 2016 regarding the balance, he advised that he would like to receive a bill first then he will pay, the patient did not request a paper statement at that time. His electronic statement generated January 16, 2016. The patient is registered with online bill pay and receive statements via email. He has been unenrolled from the online statements to receive paper billing going forward. All appropriate steps have been taken to resolve the patient’s concerns.
 
Sincerely,
 
Apria Healthcare LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.HARASSMENT!! If you ever try to discontinue CPAP they will mail, call and harass you for the REST OF YOU LIFE. I even *moved* (and definitely NEVER gave them my new address, which was in another state). After months of harassing phone calls and "supplies order" calls that never stopped, and filing a prior Revdex.com complaint, the harassing robodialer sales calls finally stopped. Now, I have moved to another state, and THEY FOUND ME and are sending me more "order supplies" requests, even though I haven't used their services in almost a year. I *NEVER* gave them my new address. They apparently pay a service or research to find people's new addresses when they move (even after discontinuing service), then begin harassing them again. They mailed me directly to my new home address, which I never gave them (USPS label had my new address, NOT a forwarding label!). I moved to this address LONG after discontinuing service (actually, I moved 3 times and they still found me)! Worse than a stalker ex-boyfriend/girlfriend, this is harassment and should be illegal!!! These people are SM. Please take legal action to ensure they stop harassing people and APRIA HEALTHCARE NEVER CALLS, EMAILS OR MAILS ME ANYTHING EVER AGAIN !!!!!!!
Regards,
[redacted]

RESPONSE: On May 14, 2015 Mr. [redacted] was setup with a PAP unit and full face small ResMed Airfit F10. Unfortunately the order was placed after the cutoff time for shipping that day. It shipped from the warehouse the following day allowing 3-5 business days for shipping. No information provided if...

the mask was requested to be shipped overnight. On May 20, 2015 he was shipped the correct size full face ResMed Quattro Air F10 large at no charge overnight. Mr. [redacted] called because he had not received the mask as of May 19, but the processing time for the mask to ship would be 10 days. He did receive it the following day. May 20 he called explaining the mask was received, but it was not shipped overnight. May 22 a refund was issued for $23.83 and will take up to 15 days to complete. Mr. [redacted] visieted the local branch June 17 for a download of his PAP unit usage and mentioned a leak with his mask. The local branch had to schedule an appointment for the following day to check for the mask leak. June 18, Mr. [redacted] was given a large Simplus mask at no charge. On August 13, Mr. [redacted] was shipped another large Simplus Mask, but charged this time. August 17 Mr. [redacted] called stating he had received the incorrect size of mask and upset being enrolled in Opt-in, which he has been removed from. He also had multiple billing concerns upset PPMC keeps him on hold for long periods of time trying to resolve all his billing concerns. The amounts charged for the Opt-in charged were refunded and removed from Opt-in program. As of August 27 a message for Mr. [redacted] has been left to explain the items he will not be charged for. At this time Apria has given Mr. [redacted] should now have 2 Simplus masks at no charge and has been given refunds for any charges he should not have incurred. Sincerely,[redacted] Customer Service Supervisor Apria Healthcare

We would like to apologize for the level of customer service you recently experienced regarding your respiratory equipment. After a review of your records, we confirmed that on August 18, 2017 we received the order from your prescribing physician. On August 21, 2017, you contacted Apria to inquire...

about the status of your respiratory equipment and were informed that it takes up to 10 business days to process the order. According to our records, your respiratory equipment was delivered on August 29, 2017. In addition, on the Thursday you left multiple messages for the customer service representative we confirmed Apria’s telephone and network system was malfunctioning throughout the day.   Again, we sincerely apologize for the inconvenience and challenges this issue has caused. We greatly appreciate you for taking the time to bring your concerns to our attention. We 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I attached a Word Document explaining the $210.00 bank overdraft fees caused by Apria's overcharges are due to me.
Regards,
[redacted]

We have reviewed the patients account and were able to confirm that a call was made to our Patient Pay Department on June 1st regarding the billing received. Our records show that the patient was advised his insurance had applied the balance towards his yearly deductible. There was no notation of the new coverage being given to our billing agent on this date. On June 9th, our resupply department noted the new insurance coverage and placed the order for supplies. The coverage was verified and added to the account on June 10th and the copay of $24.14 was billed to the card on file. Our verification team does not follow up with our patients to advise any out-of-pocket amounts that are due. A refund was requested on July 15th in the amount of $132.82. Due to a delay in our refund processing, the previous request was not completed but has since been processed. You will receive this refund in the mail. We 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On sept 24 my card was charged 136 dollars and change
Regards,
[redacted]

We have confirmed the patient received a cpap machine and supplies April 06, 2012. The patient is no longer billed for cpap rental, however she is billed for replacement supplies. The balance of $404.70 for service date August 26, 2015 has been placed with an outside collection agency. The claims have been denied by the patient’s insurance and billed as patient responsibility. Unfortunately, the balance will remain patient responsibility as payment is required for services provided. The patient needs to work with her insurance to dispute or appeal denials. When calling the branch, it is a possibility the patient may have been calling an incorrect or no longer valid number. For customer service the patient may dial [redacted] and for billing [redacted]. We believe that all appropriate steps have been taken to resolve this concern.

DATE:  2/18/15   Revdex.com San Diego, CA Attn: [redacted]   Dispute and Information Analyst Lead [redacted]     Re:  Apria Healthcare Inc.:   Little Rock AR 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 may have resulted in this complaint. Below is a brief description of the complaint matter and our response.     Item # 1:  CPAP ordered in December 2014 but not yet processed and now 2015 causing out of pocket expense.     RESPONSE Order came in December and representative did verify insurance and was told by [redacted] that the policy was no longer in effect.   Left message and pended the order per process.    Patient called back and gave additional information on insurance, although was not re-verified.   Call was escalated to a supervisor, however, in our system the order failed to get “reactivated”.    Because of this missed step in our computer system, it was not able to be looked at again until patient called back and it was already 2015.     Unfortunately, it is insurance fraud to bill for a date of service where the equipment was not yet provided.   Because of this, we could not legally be able to backdate a claim to help customer not have new out of pocket expense for the New Year.     There were missing clinical documents that also slowed the process down in 2015 that took an additional week, and messages from patient were received, and told patient we were still working on getting documentation needed to get authorization.    1/16/15 left message with patient which included his out of pocket total.   Apologies went out to patient on the issue as he was not pleased it had taken so long.   Patient decided to go with another provider.       Sincerely, [redacted] Area Customer Service Manager a

We have reviewed the patient’s account and because he never received the supplies, we have entered an adjustment for dates of service March 2nd, 2016-June 21st, 2016 in the amount of $272.93. The patient is no longer responsible for those charges and will not
 
be sent to collections. We...

have also entered a request to our Sleep Management Center to discontinue automatic shipments to patient and the request has been completed. Patient concerns with the customer service provided have also been elevated to our management team and agents are being closely monitored for discipline and training opportunities. At this time, patient’s account reflects a zero balance with no claims currently pending. 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 patients account with assistance from our insurance team and confirmed that patient received her CPAP unit in February 2016. The insurance plan [redacted] of CA covers claims at 80% leaving patient responsible for a 20% monthly copay. According to the rules and contract for...

the plan [redacted] of CA the CPAP machine only rented for 10 months as of November 2016 and equipment went into a loan without maintenance and service agreement as a capped rental. The equipment is still Apria owned. We have requested a refund be processed for any payments made by patient after the 10-month period; therefore, a refund was processed in the amount of $30.92 for payments made by patient. At this time, the account reflects a zero balance with currently no claims pending with the insurance. 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’s insurance was verified at covering 80% leaving him with a 20% copay and his credit card was set for auto billing in which his copay billed to the credit card. The patient had a HRA plan that covered his copays and payments were reversed, however Apria received a...

patient responsibility denial from the patient’s insurance for August 10, 2015 and September 10, 2015. The payments of $51.40 and $55.00 for these dates have remained on the account due to the insurance not paying and showing as valid. Apria has requested a review of the explanation of benefits to ensure proper billing and will contact the patient upon the completion of the review to inform if a refund is due. We believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction.
Sincerely,
Apria Healthcare LLC

We have reviewed the patients account and were able to determine that the patient does have a $100 yearly deductible along with a copayment of $45.00. Three invoices were billed and processed by the insurance and applied towards the patient copayment ($15.00 each month totaling the $45.00 copayment...

due). The patient will owe a total of $145.00 and a refund is currently being processed in the amount of $169.05. Due to a system error with GHI/Emblem, claims were denied requesting additional information/supporting documentation and the patient was billed incorrectly. We are currently working with the insurance on getting the claims reprocessed and paid correctly. We apologize for any miscommunication or inconvenience this has caused.   Sincerely,  Apria Healthcare, LLC

We have confirmed that the patient received cpap supplies June 9, 2016 in which Care Centrix paid Apria Healthcare 100% of the cost. The patient is billed by insurance for any responsibility. He spoke with Apria Healthcare August 10, 2016 and was informed of the approval to return supplies and had...

been removed from auto shipping. The patient returned supplies August 11, 2016 and a payment reversal has been done to refund his insurance. Any patient responsibility will be adjusted by his insurance once reimbursed. We believe all appropriate steps have been taken to resolve the issue to the patient’s satisfaction.

ITEM # 1:  
Ms. [redacted] stated she would like a refund for $18.77 because according to her explanation of benefits she was not responsible for the balance.
  
RESPONSE
We have reviewed Ms. [redacted]’s account and confirmed that she received CPAP supplies on September 22nd,...

2013. We submitted claims to BCBS of Texas for the total claim amount of $118.88 and they paid $95.11 and patient was responsible for a co-insurance of $23.77.
Ms. [redacted] made a payment of $5.00 toward date of service September 22nd, 2013 and it applied to the account on October 23, 2013. Ms. [redacted] also made a payment by credit card on October 8th, 2014 for the remaining amount due of $18.77 but during the processing of the payment being applied to the account the balance automatically rolled to collections due to the time frame of being outstanding. I have placed the balance on hold in collections to discontinue any collections efforts and requested that Ms. [redacted]’s payment be applied to the collections balance. The balance will not reflect on her credit due to the amount and the timeframe it has been placed.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
[redacted]
Billing Center Quality Specialist

We have reviewed the patient’s account and confirmed that his insurance has been added to the account and is currently in verification status so claims can be submitted to them. All payments made by patient in the amount of $368.23 for dates of service January 27, 2017, January 30, 2017 and February 27, 2017 have been reversed off as of May 25, 2017 and is currently in the process of being refunded to him in check form. We do apologize for the miscommunication as our goal is to ensure cus[redacted]er 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 [redacted], 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 pending the outcome of the "one pending claim.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This still doesn't answer my questions.#1. The Apria representative informed me that it was not possible to purchase the oximeter. Is this the case and if so why was this not disclosed when it was first given to us over two years ago?#2. As I have stated many times and in numerous phone calls, Cigna bought out the rest of the rental in December of 2014 because my daughter will continue to require oxygen for some time. Cigna sent payment for the remainder of the rental at that time. How do we still owe any money for rental? 
Regards,
[redacted]

RESPONSE: Ms. [redacted] was contacted 17 times from May 20, 2015 to August 18, 2015. This happened every 6 days. 9 of those times Ms. [redacted] opted-out to no longer receive the IVR calls. Ms. [redacted] has been removed from the IVR as of August 18 and will no longer receive these calls. Compensation will not be provided as the patient choose to be placed on the IVR ordering system.   Sincerely, [redacted] Customer Service Supervisor Apria Healthcare

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]