Apria Healthcare

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 concerns. After another review of your records, we have confirmed that on February 8, 2018 your spouse spoke with a management representative from your local branch and discussed the concerns regarding the pick-up of your respiratory equipment. Also, your record indicates the respiratory equipment was picked up on February 10, 2018   Again, we sincerely apologize for any inconveniences or challenges this issued may have caused. 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

COMPLAINT Patient was told a Backup o2 tank was going to be delivered on April 15th. Tank was not delivered and when patient called that day to enquire about it, she was on hold and transfer to [redacted] a customer service representative who said she would call her back. Patient called a 2nd time after...

waiting for 5 hrs. For [redacted] to call her back. She left her a message and two days later she had not received her backup tank and or a response form [redacted]. She requested that her tank be delivered, her phone called returned and for the delivery to be made when it is scheduled.   RESPONSE: On April 10th E tanks and B tanks were delivered to Patient and a conversation must of taking place about a backup tank. The information did not reach the branch and back up tank did not get scheduled. When patient called our office on April 15th [redacted] said she would get back to her the next day based on the comments in our system. Comments in the system also say that [redacted] talked to her on the 17th and explained to her that we could deliver the backup tank but informed her that the E tanks are considered back up as well she decided to keep the E tanks as back up and her B tanks for portability. I called her on 4.28.15 to see if the concerns she had were resolved and to apologize for the inconvenience she had to go through. She said all issues were resolved and everything was fine. I asked her to call us if she has any future issues with our service and or our employees.   Sincerely,                                         ...⇄ [redacted]   Branch Logistics Manager ?

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 am awaiting further information from Capital One to try and determine if Apria Health had anything to do with the attempt to open up an account with Capital One on May 19,2016. I would also like to receive in writing(E-mail  is fine) why I received the call on May 11 from a restricted number about my wife's order for a nebulizer and why they didn't have the information the next day although Apria has reached out to me orally and tried to explain what happened but I would like the written follow-up. Thank you.  
Regards,
[redacted]

We have confirmed that the patient received a cpap machine November 7, 2016 and authorized automatic billing by signing our sales service and rental agreement with the credit card information. The insurance has been sent a total of six claims which included the initial cpap supplies that was billed...

as individual claims and two months rental of the cpap. The patient has been refunded for amounts billed in excess of the insurance’s allowable due to the incorrect payor was attached to claims. A refund was requested December 23, 2016 and January 4, 2017, which takes two-four weeks to receive. Unfortunately Apria Healthcare would not be able to reimburse for overdraft fees due to the charges were authorized by signing the sales agreement. The cpap machine was returned December 29, 2016, however the patient only needed to submit a written request to remove the automatic billing to her card. We do apologize for any inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,  Apria Healthcare, LLC.

We have reviewed Mr. [redacted] account and confirmed that his oxygen equipment was picked up on July 31, 2015. At this time his account reflects a zero balance but there are claims pending payment from the insurance for the monthly rental of his oxygen for dates of service June 28, 2015 and July 28, 2015 before the equipment was picked up but no patient responsibility at this time. I have also requested that his number be removed from our auto dialer system. We apologize for any inconvenience this may have caused.

Item # 1:  Ms. [redacted] stated that she would like the pay-off amount for her CPAP machine and assurance that automatic shipments for her CPAP supplies are discontinued. She also requested to be reimbursed for all bank fees due to not being informed before charges were placed on her account....

  RESPONSE: We have reviewed Ms. [redacted] account and confirmed she received her CPAP unit and supplies from our company on November 28, 2014. At the time of initial set up Ms. [redacted] signed a Sales, Service and Rental Agreement acknowledging that the CPAP unit would be a rental item; and that her credit card would be placed on file as recurring and would be automatically charged for any fees that are not covered by the insurance.   Under Ms. [redacted] insurance agreement with [redacted] the CPAP will rent for a total of 13 months then convert to purchase in which the she will then own the equipment. At this time the CPAP unit has rented for eight months with five monthly rentals remaining to bill for the equipment. Ms. [redacted] would have to request that an authorization is issued by her insurance plan [redacted] in order to discontinue the rental. I have also requested that automatic shipments to Ms. [redacted] are canceled.   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

ITEM # 1: Mr. [redacted] stated that the response he received did not mention anything regarding the billing to his credit card. He stated if documentation is provided from Apria with his consent and approval to be billed directly then he will agree to the terms.   RESPONSE: We have reviewed Mr. [redacted] account and confirmed he received a CPAP unit and supplies from Apria on November 13, 2014. At the time of set up Mr. [redacted] signed a Sales, Service and Rental Agreement acknowledging that his credit information he provided would be placed on file to automatically charge for any services not covered by the insurance. We then submitted claims to the insurance for payment for their portion covered under his plan.   Mr. [redacted] insurance plan [redacted] covered services for November and December 2014 at 100% for the CPAP unit and supplies but denied the January through April 2015 claims as not being medically necessary. Mr. [redacted] credit card on file was then automatically charged in the amount of $211.58 for the denied charges because of the authorization we had on file. I have sent Mr. [redacted] a copy of the Sales, Service and Rental Agreement for his review.   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

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.
Ok I am waiting I have been without Cpap/BiPap machine for over a month and I am sleeping symptoms are getting worse
Regards,
[redacted]

We are unable to proceed with your concern. Please provide the Full name of the patient, or the 10 digit Apria Account Number. Once this information is received and we identify the patient, we will address your concerns.
 
We do apologize for any service issues you are experiencing....


 
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.My consumer complaint #[redacted] was considered closed by Revdex.com on 1/22/15 because I responded that I would consider the situation closed if the company came thru and provided satisfaction. To-date APRIA healthcare has done absolutely nothing they said they were going to do. I have NOT received a electronic bill for my mothers account, from APRIA since 11/27/14. Dec, Jan - no statements? If you don't send a bill, I can't pay for the service. If you dont send a bill/statement I cannot verify that they reapplied the misapplied payment. Apria stated they reviwed my mothers water usage for her nightly oxygen and would start my mother on monthly water orders. The last water order we have is dated 11/2014.I want APRIA to provide me via ( email they have on record)the monthly billing statements for 12/27/14 and 1/27/14. I want to see on 1 of those statements a line item which proves that Apria found and reapplied the misapplied payment (and) IT WAS backdated to 11/5/14(when the monies were taken from my mothers account). As well, I would like a WATER order delivered to my mothers house. I want to be assured that the monthly electronic billing/statements gets turned back on so that once again I can receive my mothers monthly billing statements. Since I have NOT received two months worth of billing statements in my email box, I am sure my mothers account appears past due, and frankly I don't care because inquiring about my mothers account by calling Apria is what got us to where we are now.

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.
My complaint has not yet been resolved.  Though, after three unanswered communications to the local Apria office, a complaint to their upper management ([redacted]), and then finally reporting them to the Revdex.com (all of which spanned nearly two months!), I did finally receive a written response from a [redacted] L. at an Apria office located in [redacted].  However, in that response, I was given misinformation about who needed to do what in order to get the resolution I seek ([redacted] told me that I need to contact my insurance company).  When I contacted [redacted] (who answered my query in less than 48 hours), I was informed that it is APRIA that must contact [redacted] (the Client Intake Team *###-###-####) in order to start the process of getting a payoff amount on my CPAP.  Because [redacted]. has refused to provide me with an email address (I requested it in a letter I mailed on June 30), I have now had to mail ANOTHER letter to her today informing her of the correct steps that Apria needs to take in order to procure a payoff figure. (At this point, if Apria truly did care about customer service, they would just write off the balance of this machine!! If our law office had given this kind of service to a client (which we would never do!), we would have written off much if not all of their bill!)  I now await a reply from [redacted].....who knows when that will happen.  ([redacted] also sent a grievance form for me to fill out against Apria, which I will definitely be submitting.) [redacted]

Thank you for contacting Apria Healthcare. Your business is important to us and we wish to address your concern. We also would like to apologize for this inconvenience. In order to provide assistance we need to be able to identify the patient in our system.  Please provide us with the...

following information:
 
Patient Name
 
Patient Address or 10 Digit Apria Account Number
 
 
Thank you,
 
Apria Healthcare LLC

We have confirmed that the patient received a cpap mask and tubing April 30, 2015. The insurance on file at the time of order had termed on December 31, 2014 and Apria Healthcare wasn’t given this information until March 22, 2016 after trying to submit the claim several times. The patient...

received his first bill April 21, 2016 and each month after until balance of $199.02 was sent to collections on June 26, 2016. The patient already had a balance of $6.52 in collections from February 12, 2014 for copay of cpap rental. The patient’s insurance should have been verified upon placing the order and for that reason we will refund the patient $199.02 once we receive payment from collections. The patient also paid $46.61 for copay on this invoice and a refund has been requested for this amount.  The patient is responsible for balance of $6.52 paid to collections and will not be refunded. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,    Apria HealthCare LLC.

The branch made multiple attempts to provide a wheelchair. After multiple refusals the branch was notified by [redacted] DME manager to refuse any more attempts and that the patient would be referred to [redacted]'s wheelchair clinic to obtain their special order wheelchair. On October 26, 2015 the branch was notified again that Apria is being requested to order the special wheelchair. The branch immediately submitted special order request directly from manufacturer and patient was made aware of eta. Th branch is currently waiting to receive wheelchair, and will deliver to the patient as soon as it is received.

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.Apría healthcare Charged my insurance company for the supplies ¡ did not order. The entire transaction must be reversed. Please check. Thanks  |
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]

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.
Regards,
[redacted]

We have reviewed the patients account and confirmed that when they received the CPAP supplies on November 3, 2016 the patients spouse credit card was attached to file to be automatically charged for services that are not covered by the insurance.  The incorrect insurance was attached to the...

file resulting in the credit card being billed in error for date of service July 11, 2017 for CPAP supplies received. We have requested a refund to be processed for the patient in the amount of $203.07. The account is currently in payor change status for verification purposes to submit claims to the insurance for payment for date of service July 11, 2017, and there is no patient responsibility at this time. When the patient spoke with our Billing Department on August 2, 2017, the call was disconnected in the process of being transferred to another representative to provide further assistance. 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] stated he would like the charges on his account adjusted off and the calls he’s receiving to stop.   RESPONSE: We have reviewed Mr. [redacted] account and confirmed that he received his CPAP machine and supplies on February 18, 2015. At that time he signed our Sales,...

Service and Rental Agreement acknowledging that the CPAP machine would be a rental and that his credit card would be placed on file to automatically charge for any services not covered by the insurance. Mr. [redacted] monthly rentals were adjusted off for the monthly rentals and supplies received for dates of service February 18th, 2015 through April 18, 2015 after approval from our branch manager.    Mr. [redacted] account now reflects a zero balance and there are no outstanding claims pending with the insurance at this time. 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

RESPONSE: Mr. [redacted]’s tubing will be refunded. Prior to July 13, 2015 this was thestance Mr. [redacted] wanted to take with his PAP unit and supplies - The unit will be inreview how much will not be charged to [redacted] depending on the usage. Mr.[redacted] stated I was the 7th person from Apria to...

contact him on this matter. He no longerwants any contact from Apria and will return the unit. He stated a prescription was sentinto Apria April 24, 2015 for a new mask because his current mask was not working. Itwas past the 30 day exchange, but the mask did not work properly. A mask refit wasentered and Apria tried to contact Mr. [redacted] without success therefore the order wascanceled pending a call back from Mr. [redacted]. Once the tubing was shipped he was toldhe had to pay for it, but it should have been replaced under warranty, which this will berefunded. Additional Mr. [redacted] will be contacting his JAG officer to see what legalaction he can take and contact [redacted] letting them know to no longer sendpatients to Apria and continue to stop patients from using Apria. I informed him I willcontact the branch manager to find out how much can be reduced for the cost of the PAPunit.After July 13, 2015 Mr. [redacted] has decided to stay with Apria. I would be his contact toresolve his current concerns and once they are resolved the [redacted] team will continueafter. He stated he would call me back later that day, but I did not hear from him. I havecontinued to leave him messages of the last two weeks to address his concerns. He didsay he is in the military and each time we spoke he was very busy. I have provided himwith my contact information in each message I have left for him. Once he calls me backI will address his concerns and complete his order.Sincerely,[redacted]Customer Service SupervisorApria HealthcareTell us why here...

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 did respond, but it really didn't look like it registered.  I was contacted by a [redacted] from Apria.  She stated I was not eligible for headgear on my cpap machine until August, but would sen me a new mask in a package that was not tampered with( headgear robbed from complete mask set).  I have never received this, now a month later.  Her phone is [redacted] and I have called her every day for a week and left her voicemails and she has never returned my call.  I also received a call from a supply person at Apria when August rolled around and that person asked me if I needed the supplies I was then eligible for, being the headgear and cpap machine water chamber.  I said yes I did need them, but now it has now been about 3 weeks and I still don't have them although I was told it would be deliveredin 5 days. Someone called the week of Aug 27th when I was on vacation and asked again if I needed those same supplies.  My husband told that person that another rep had already taken the order 2 weeks previous.  They said they had no record of the order did it need to get placed again.  He said yes, still have not received. I guarantee there is no company in the world that has worse customer service than this company.  I am sure this [redacted] only called because of my complaint so maybe this response will cause her to call again.Hope you can help[redacted]