Apria Healthcare

We have reviewed the patients account and confirmed they received durable medical equipment from Apria Healthcare on June 6, 2017. We have resubmitted a corrected claim to her insurance for processing. Also, the claims are currently pending payment status from them. We have requested a refund check...

be processed to the patient in the amount of $252.84; however, any claims that are not fully covered by the insurance may be the patient’s responsibility. We have also removed the patients bank information from our file; therefore, the account will no longer be charged. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.     Sincerely,   Apria Healthcare, LLC

Mr. [redacted] wanted to be refunded the delivery charge for the Oxygen that we delivered for Mrs. [redacted] while they were on vacation. For many years Apria Healthcare was able to provide our patients with additional equipment when they travel, free of charge. As the healthcare industry has undergone...

numerous changes and cutbacks recently, we found it necessary to modify our program as well. We do still offer a no charge option for our patients to ‘borrow’ additional equipment for their trip, if they pick it up at a local branch. There is a delivery fee incurred by the customer when we are needed to deliver and/or retrieve the equipment at the travel destination.Sincerely, [redacted] Customer Quality Supervisor [redacted] Travel Department

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.

There doesn't appear to be a narrative of why the consumer is rejecting Apria's response.  [redacted] Physician & Patient Relations Apria Healthcare Corporate

ITEM # 1: Mr. [redacted] states that he received a CPAP device fromApria in December 2013 and was told his insurance would cover the cost of theCPAP device as they had his first one. However, he began getting rental statementsfor the CPAP device instead of it being purchased at set up. Mr. [redacted] states...

thatper his insurance statement, Apria has been paid more that the CPAP device isselling for at other retail locations. He states that he has tried to get theissue resolved but has just been passed from collection agency to collectionagency with no help. RESPONSE: We have reviewed Mr. [redacted]’s account and foundthat he received a CPAP device and supplies on July 19, 2013. Apria submittedclaims to [redacted] per the contract on behalf of Mr. [redacted]. Per the [redacted] contractthe CPAP device would rent for 13 months then convert to sale in the thirteenthmonth. The claims were submitted at the national retail price of $331.52 andthen [redacted] would process/pay the claim at the contracted allowable amount of$93.83. The January, February, March and April 19, 2014 claims wereapplied to Mr. [redacted]’s yearly deductible by [redacted]. Once the invoices were leftunpaid for 180 days they were referred to an outsourced collection agency. Theamount in collections is patient responsibility. We do apologize for the miscommunication as our goal is toensure customer satisfaction as well as accurate billing. Sincerely,[redacted] Billing CenterQuality Specialist

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

We have reviewed patient account with assistance from our insurance billing team and confirmed that patient contacted customer service on July 13, 2016 because she had not received her CPAP supplies and she was informed that there was not an active order because her account reflects a delinquent...

balance. Patient account reflects a collection balance placed with [redacted] Management in the amount $135.00 for date of service January 15, 2009 for her oxygen concentrator rental. The claim was processed through patient primary insurance Medicare and secondary insurance [redacted] and they paid a co-insurance of $8.16 and $135.00 was applied to patient deductible which is why patient is responsible for the charge. Patient also had an open balance of $28.70 in collections for dates of service May 15, 2014 and November 29, 2014 but made a payment of $28.70 therefore it was applied to those invoices. At this time patient outstanding balance due in collections is $135.00. The order was not processed for patient to receive the CPAP supplies therefore the patient will not receive them as requested. We 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The cc company DID not refund me the money. they said they could but I was "misinformed" by someone there TWICE. they said to let Apria bill me again and THEY had the $160.16. BUT THEY DIDN"T - they said that APRIA received the money and they need to go to their bank and research where it went. I am not paying this, since I paid it once to the cc company in December 2015. I was not refunded twice. 
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.Thank you for taking this matter as seriously as I have for the past 12 months. I have heard this same response from Apria Healthcare numerous times is the past year. I will not accept a resolution until I receive notice from the collection agency that collections will cease and the equipment is picked up. 

Regards,
[redacted]

We have confirmed that the patient was billed for oxygen equipment through February 29, 2016 and equipment picked up March 2, 2016. Apria Healthcare did not receive a discharge from the patient’s physician and the first pick up request was March 01, 2016.  The insurances have applied their...

annual deductible and copay, the patient will be responsible for the open balance for January and February 2016. At this time there has not been a negative impact on the patient’s credit. We believe that we have taken all appropriate steps to resolve this matter.
 
[redacted]
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[redacted]

ITEM # 1: Mr. [redacted] states that he does not believe that he owes any money for failure to give him current and correct information regarding his insurance billing. He states that he does not understand why he was sent more than the allotted 1 month supplies at a time. Mr. [redacted] states that his...

credit card was charged in the amount of $60.50, which he disputed with his credit card company and then Apria refunded him by check in the amount of $60.50 and he does not understand why he would receive a refund if he owed $795.90. RESPONSE: We have reviewed Mr. [redacted]’s account and found he received a CPAP unit and supplies on July 7, 2014. Apria verified Mr. [redacted]’s insurance with Tricare and received authorization number [redacted] to submit the claims for the rental of the CPAP unit and the sale of the supplies through September 2015. Mr. [redacted], placed his credit card on file to be charged for any amounts not covered by his insurance. When Mr. [redacted] called in to order additional supplies, the supplies were shipped and no payment requested from Mr. [redacted] per the insurance verification the supplies were to have been covered at 100%. Apria received denials from Tricare and resubmitted the claims on behalf of Mr. [redacted] to try and obtain payment for the CPAP rentals and supplies. However, Triccare sent a second denial for the submitted claims stating that all appeals should be directed to Military Medical Support Office by the beneficiary. The July 7, 2014 claims were paid at 100%, however the following months were denied. On November 7, 2014, we spoke to Mr. [redacted] regarding his open balance and he stated to us for the first time in our records that he did not know if he had VA or not. We requested that he confirm his correct insurance and let us know. On December 4, 2014, Apria charged Mr. [redacted]’s credit card on file for $60.50 for supplies that were ordered on September 10, 2014, after we had received the denial. Mr. [redacted] contacted Apria on December 19, 2014 and stated that he had VA insurance and should not have been billed and his credit card should not have been charged. The Apria representative reversed Mr. [redacted]’s payment of $60.50 and started the process to have the amount refunded. Apria started the process of verifying insurance coverage with the VA, in which we were transferred around and was then informed they were closed in observance of the Holiday. On December 30, 2014 we spoke with the VA who stated that the DME has to go through them, the claims can be submitted, in which they will deny and the patient will have to appeal. Mr. [redacted]’s open balance as of today is $795.90, he can file an appeal with his insurance on his behalf. Once the unpaid invoice’s become 180 days old they will refer to collections as Mr. [redacted]’s responsibility. 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.
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]

Item # 1: Nearly impossible to reach this company by phone  RESPONSE: Apria implemented a new automatic answer service in January 2015We changed the prompts/options to help route customer calls more effectively. . Apria is implementing automated solutions to assist with the ordering of...

supplies in the future. Apria will follow up with the customer to review the correct call prompts/options to use to order her supplies.   Item #2: long hold times RESPONSE: Informing the customer of the correct automatic answering options will prevent long hold times.  Sincerely, [redacted] Area Customer 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.
Regards,
[redacted]
Apria admitted canceling the order in error but still offer nothing to rectify this error. This error caused a delay in my husband starting his machine which benefits his heart failure by preventing sleep apnea. I clearly stated what I wanted and they have not addressed my requests. They have only stated the facts that I addressed in my complaint and admitted the error they made. It is totally unacceptable to me and I will make a complaint to the Attorney Generals office and the local news next. No one at Apria admitted this error to me nor has anyone had the decency to make amends and do more than verbally apologize. Aprias customer service is disgraceful and if we have another choice we will definitely seek that. I personally would never deal with them but it is my husbands account.

RESPONSE: After full review of your account, we have confirmed that Mr. [redacted] did over pay our collection agency in the amount of $297.20. A request has been submitted to our outsourced collection agency to release the amount of $297.20 back to Apria Healthcare so that a refund can be initiated to...

Mr. [redacted].   We apologize for any inconvenience this may have caused.    Sincerely,    [redacted]Patient Pay Management Center Team Lead

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 understand their explanation of the extra charges that have been made to my credit card. It would be helpful though in the future if their statements would better explain these charges. It would also be helpful if there is a phone number I can get to be able to actually talk to a person - my insurance might be changing after the first of the year, and I will need to be able to contact someone to get them the information.
Regards,
[redacted]

ITEM # 1: Mr. [redacted] has requested that Apria update his address so he receives his statements and letters at the correct address. He wants proof that he charges he is being billed has been submitted to both of his insurances. Mr. [redacted] wants to make sure that there is no negative information on his...

credit report. RESPONSE We spoke to Mr. [redacted] regarding his complaint issue on November 19, 2014. As we discussed with Mr. [redacted] we had three addresses on file for him and have now made the North Dakota the primary mailing address. We removed his statement from e-mail back to paper statements. We discussed his primary and secondary insurance coverage and he stated that [redacted] is primary and [redacted] is his secondary. We are in process of having the insurance verified and will submit the pending claims if we confirm [redacted] is primary and [redacted] is secondary. We removed the amount of $53.47 from collections and the amount had not been referred to his credit report. We also discussed the concentrator rental that is still at his home in Utah. After speaking to the branch manager, we have converted the concentrator to sale and there will be no future charges. Mr. [redacted] now has ownership of the concentrator. We apologize for any inconvenience this may have caused and Mr. [redacted] has our phone number for any issues or questions that he may have. 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.
Tne response is untruthful in that my primary Physician submitted the discontinue orderr on Thursday June 18, 2016.  The business scheduled pickup of the equipment 3 times over 14 days until final pickup on July1, 2015.  The equipment should have been picked up within 24 hours after the order tto discontinue. Refer to attached documents submittted with the original complaint.
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.
Although [redacted], Billing Center Quality Specialist, claims that a letter was sent on June 29th, no letter was sent, so of course no letter was received.  I spoke with a supervisor, [redacted], on July 10th who told me this information that a letter had been entered for approval, but NEVER sent.  She was not sure why neither [redacted] or her co-worker, [redacted] did not send out the letter.  [redacted] promised she would send the letters to me with copies sent to [redacted] in Denver.  The letters are supposed to be from both Apria Healthcare and the Collection Agency showing the second bill of $675.40 for the charges on 12/20/14, 1/20/15, 2/20/15, 3/20/15, and 4/20/15 have been cleared and recalled from the Collection Agency. Until I have this proof documented and no other fraudulent bills arrive, this complaint will remain open.
Regards,
[redacted] c/o [redacted]

We do apologize for any miscommunications. We have received both of your payments on file.  We have applied $528.42 to the rentals for your machine and to the supply orders. There is currently a credit of $250.78 on the account.  Your equipment is to rent for 9 months then will convert to...

sale, meaning it will become your property at that time.  If you prefer to receive a refund, you can call 866-505-6365 to request a refund, otherwise, the money will stay as a credit on the account until the remaining claims have been billed and then the remaining amount will 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