Apria Healthcare

Item # 1:Mr. [redacted] states he received a CPAP (Continuous Positive Airway Pressure) Unit in March2014. Mr. [redacted] was informed that the CPAP Unit would rent for ten months and then be considered purchased, which did not occur as the CPAP Unit is still renting on his...

account.   RESPONSE:After thorough review of Mr. [redacted]’s account, it was determined that the CPAP (ContinuousPositive Airway Pressure) Unit that was received on March 4, 2014 in fact has met the purchase price of $1010.00. The CPAP Unit was converted to sale on March 6, 2015 and is no longer reflecting as a rental, as the CPAP unit now belongs to Mr. [redacted]. It was determined that Mr. [redacted] did make an overpayment of $30.30 toward this account which is three months of the initial coinsurance amounts that were billed incorrectly. We are processing a refund in the amount of $30.30 to Mr. [redacted] in form of check. The estimated timeframe for refunds is normally within three weeks. Mr. [redacted]’s insurance was not setup correctly with the payor code for his insurance with[redacted]. We apologize for any inconvenience this may have caused. Sincerely,[redacted]Patient Account Resolution Team Lead

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 son was able to talk to [redacted] on my behalf. According to her
this issue is to be resolved going forward by me. She stated that I would need
to pay the bill myself and file an appeal with my Medicare insurance and
obtain documentation on my own so that I may be reimbursed. According to
another billing specialist by the name of [redacted], I also spoke to on January 19,
2015, same day as my son talked to [redacted], she stated that she could use
the new certification for November to resubmit for previous billing
for the months of April 2014 to current so that Apria would be able to
recover all months. [redacted] also mentioned that she would reimburse my credit card
for November as Apria did not have permission to charge my
account.  [redacted] mentioned that November should be paid by the
insurance as well as all previous months in question. This issue will not
be resolved until Apria is paid by my insurance and according to [redacted] they
have all necessary documentation in possession from the physician to bill
Medicare. As this point, I am still unclear whether this will be taken
care of because of two different Apria employees giving me two different
responses. This is the problem with Apria, no one seems to be on the same
page and why this bill has gone unpaid this long.  The problem has
always been with Apria, even though they mentioned that have tried to reach the
physician for documentation several times with no response, it is still
the job of Apria employees to get the documentation that is
needed even if it might take someone calling everyday numerous times and
following up to make sure problems like this do not happen. I
am hopeful that [redacted] will be able to revolve this for
me, as this has been a lot of stress, headaches and time wasted on my
end.         
Regards,
[redacted]

Revdex.com:
Although I did finally get the leg lifts on 3/12 they were aware of the need when it was ordered thru [redacted]. I personally called Apria to make arrangements for the chair and lifts to be delivered. they initially brought me a chair that was barely big enough for a small adult and no leg lifts. They brought me a different chair with foot rests (not lifts). No one would return my calls and never tell me when they were delivering. Avery contact with them was a hassle for me - they could never give me a date/time and then when they did no one showed up until 3/12. I was told it was due to no leg lifts in the warehouse.  Reference to complaint ID [redacted], l consider this complaint resolved.  I have the chair but I would never recommend this company to anyone!
Regards,
[redacted]

We have reviewed patient account and confirmed that she received a wound vac machine from Apria Healthcare on June 16, 2016.  Patient signed our Sales, Service and Rental Agreement authorizing her debit card to be placed on file as recurring to cover any charges not paid under her plan. The...

charge of $249.30 was processed to patient debit card on October 21th, 2016 for the copay for wound care supplies received in June and July 2016 but it was an authorization failure and the payment processing was not complete; therefore we never received the payment. At this time patient account reflects a copay balance of $249.30 for dates of service June 16, 2016-July 7th, 2016 for wound care supplies received and there are currently claims still pending with the insurance for those dates of service.  Patient wound therapy pump was returned on August 2, 2016. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,  Apria Healthcare LLC

The patient was originally quoted for $29.50 copay, but informed that could be billed for any non-covered charges. When processing the order, we discovered that the patient was not eligible per insurance for the supplies and that to continue the order would be $147.51 so we contacted the patient on 7/24/17 and did apologize for the error.  The patient stated he was quoted another price and wanted to cancel if going to be charged that much. The rep canceled the order and notated the payment that was already processed for $147.51 was canceled, however was already in process with the bank.  We did receive calls from the patient on 7/27/17 and 8/1/17 stating that he was billed the $147.51 and that he wanted his refund.  He was informed once the payment posted in our system we could initiate a refund since the supplies were not received. Since the patient has contested the charge with his bank, we will be waiting for the recoupment process from the bank. 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 Mr. [redacted] account and confirmed that he received a CPAP unit and supplies from Apria Healthcare on April 25th, 2013. At that time Mr. [redacted] had [redacted] in which under their plan agreement the equipment was to convert to purchase after six month of rental but the CPAP...

unit monthly rental started over in error. Mr. [redacted] account has not been corrected to reflect that he now owns the CPAP unit and will no longer be billed for the monthly rental. We are currently in the process of refunding [redacted] for all payments made toward claims processed to them for the rental of the CPAP unit. At this time Mr. [redacted] account reflects a zero balance.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Item # 1:  I was required to use Apria Healthcare to acquire medical equipment that I require for my health. They are supposed to properly resupply parts of my equipment every three months. I previously had a complaint with Revdex.com about them, Complaint #[redacted], which was supposedly closed out because they “understood my issue”; however, they subsequently sent me incorrect resupply equipment that is not in fact for my medical equipment, and this was one of the issues I was having previously. I am having a hard time being able to get anyone to address these issues. They are even supposed to have an “after-hours” customer service number, which I called, but was told their system is being redone and they cannot do anything, they cannot even contact their local branch, so basically their customer service rep is being paid to do nothing.  I want someone to call me from the local branch, and make sure this is settled, and I want the correct medical equipment mailed to me and I want to make sure that I personally am not charged by my insurance company. RESPONSE: After speaking with Mrs. [redacted] her concern is Apria does not know what unit she has.  It concerns her for our representatives to constantly ask her the model of the PAP unit she uses.  I assured her the information is in the notes of her account, but I also let her know our representatives have been instructed to ask what PAP unit model she has each time to make sure the correct supplies are sent. Mrs. [redacted] has received the correct requested supplies and her faith in Apria has been restored.     Sincerely,  [redacted]Customer Service SupervisorApria Healthcare

RESPONSE: During my initial conversation with Ms. [redacted], I provided her with my direct number to contact me with any questions and concerns that she had and I responded to all of her calls and correspondence that was addressed to me. All of her calls to our customer service department were documented and every effort was made by them to resolve her issues.  Each visit made by our technicians was in effort to resolving Ms. [redacted]’s issue and there were some discrepancies in what the problem truly was. The power cord in question comes in two sections and since either one or both parts were faulty, more than one visit was needed. The difference between the portable concentrator that was offered to Ms. [redacted] and what she requested is 1.2 pounds. When she advised us that the extra size and weight was too heavy and bulk, we continued to find resolution for her. The delay in any resolution with this matter was because of the limited availability of the requested product and accessories. Ms. [redacted] was advised of this when we initially accommodated her request. Though resolution wasn’t expedient as either party would have liked, all efforts were made to assist Ms. [redacted]. Sincerely, [redacted] Branch Manager Brooklyn NY

ITEM # 1: Mr. [redacted] states he is being charged for a mask that he received from [redacted] Sleep lab that he was not informed he would have to pay for. Hs states he is receiving threatening collection calls and statements. Mr. [redacted] is requesting for the calls to stop and wants a letter stating that...

he owes nothing. RESPONSE: We have reviewed Mr. [redacted]’s account and found that he received a CPAP unit and mask on July 21, 2014. Mr. [redacted] signed the Sales Service and Rental Agreement and provided his card for the charges due. Apria charged Mr. [redacted]’s credit card $569.90 for the sale of the CPAP unit and mask. The charge of $104.20 for the mask was recouped by the credit card company on October 8, 2014, leaving Mr. [redacted]’s balance $104.20. As a courtesy for the misunderstanding we have removed the charge of $104.20 from Mr. [redacted]’s account as of today, leaving him a $0.0 balance. 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.
Regards,
[redacted]

We have confirmed that the patient initially canceled his order for a Cpap Machine on November 28, 2016 due to having a new provider. His wife called back December 12, 2016 inquiring about what was needed in order to receive a Bipap Machine. Once the prescription and the clinical notes were in, she...

called December 21, 2016 requesting the order be processed before the end of the year. The patient was called and a message was left on December 29, 2016 to advise of his Bipap order being ready for pick up. Another message was left January 5, 2017, in which his wife returned the call. The equipment was pick up January 5, 2017. The billing starts from the day the equipment is provided. There are no corrections needed as the patient was billed correctly due to the insurance applying their annual deductible. We do apologize for the inconveniences endured with the phone system.   Sincerely,  Apria Healthcare, LLC.

Item # 1:  Ms. [redacted] stated she continue to receive billing statements and phone calls from Apria Healthcare for payment and requested her oxygen machine to be removed from her home but still need the oxygen.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that patient...

received her oxygen exchange equipment on 11/12/14. We submitted claims to [redacted] for the monthly rental of the 02 concentrator and gas portable system. Ms. [redacted] plan covers claims at 80% leaving her responsible for a 20% copay and we informed her of the outstanding amount due after the insurance payments. On February 10th, 2015 Ms. [redacted] stated she could not afford the amount she is being billed for and applied for Financial Hardship with our company. Under our new guidelines she did not qualify for the assistance and stated she no longer has [redacted].   Ms. [redacted] contacted our office on July 20th, 2015 and requested that we pick up the oxygen equipment and agreed to sign our against medical advice form and the pickup was completed on July 24th, 2015. Ms. [redacted] balance automatically rolled over to collections due to non-payment and invoices being outstanding for at least six months. Ms. [redacted] can contact our local office to inquire what the process is to obtain the equipment back and I have removed her phone number from our outbound dialer system to discontinue the calls to her. 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

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 credit was never received and I already started the dispute process with my credit card company.]
Regards,
[redacted]

We have reviewed patient account and confirmed that on February 4th, 2016 patient spoke with her billing team and was informed that the pricing and rental contract would change in order to bill in accordance with the new insurance contract. We have to honor their contract changes in order for claims to be covered. As of May 6th, 2016 we have submitted claims to [redacted] for processing and once claims are paid by the insurance we will begin the refund process for patient. 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 and have adjusted the amount billed for date of service April 30, 2016. The sale of the equipment has been processed and the equipment is now considered patient owned. There will be no other balances billed going forward. We apologize for any miscommunication and inconvenience this has caused.
Sincerely,
Apria Healthcare LLC

Item # 1: Mr. [redacted] is requesting that Apria Healthcare correct the billing on his account and to send him a detailed itemized statement of his account and he will send payment for his open balance.RESPONSE: We have reviewed Mr. [redacted] account and confirmed that a payment applied to our system on July 29th, 2015 for $12.82 for May 21st, 2015 date of service and the account does not reflect that he was charged twice on that invoice. Mr. [redacted] made a payment on July 10th, 2015 and the payment applied to our system on August 10th, 2015 but a refund was processed back to him for the amount because his credit card was charged in error and the request to remove his credit card from file was not completed. I have mailed a detailed itemized statement of his account to his address on file for his review as requested. 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

ITEM # 1: Mr. [redacted] states that he was charged for supplies that he did not receive and wants Apria to immediately credit the amounts back to [redacted]. He would like the credit verified by [redacted] and notify him in writing that he owes nothing. Mr. [redacted] also requesting to have the credit...

reporting agencies notified that his account was not past due and the records updated. RESPONSE: We have reviewed Mr. [redacted]’s account and found that a CPAP mask and headgear was ordered on November 20, 2014 through the automated system. A CPAP mask and headgear was shipped on November 21, 2014. Mr. [redacted] contacted Apria on December 9, 2014 and stated that he only received nasal pillows and does not need or want them. He stated the invoice was billing him for items he had not received. A FedEx ticket was sent out to Mr. [redacted]’s to return the unwanted supplies. Apria reversed the payment made by [redacted] on December 16, 2014, adjusted the open Apria balance and sent the recoupment payment request to [redacted]. As of January 19, 2015, [redacted] stated that the recoupments take at least 30 days to process and they are on the week of December 16, 2014 at this time. [redacted] stated they would document Mr. [redacted]’s account that we called and questioned the recoupment again. [redacted] advised if Mr. [redacted] wants to call the patient billing department at [redacted] they would be able to verify the conversation. Once [redacted] completes the recoupment they will zero out Mr. [redacted]’s account balance and update his records.  Mr. [redacted]’s is being billed by [redacted] at this time, his open Apria balance is $0.00. Any remarks made against his credit report will need to be updated by [redacted].  We do apologize for any inconvenience and miscommunication this may have caused 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.
Regards,
* [redacted]
The only charges in question are the charges from February 2013-December 2013.  I am aware that Apria admitted fault in providing services prior to that time, and dismissed all charges.  If Apria had contacted us in a timely manner when the February services were charged, we could have quickly taken care of the discrepancy in the name.  We were never given that opportunity, but instead, Apria made the decision to wait 10 more months billing under the incorrect name, and now expects us to pay for services.Of course Apria has been paid.  They billed it to their credit card, as they did on two other occasions which they admitted were erroneous.  The billing practices of Apria was the cause of us cancelling that card.  The bill continues to be in dispute on appeal with the credit card company.  Apria took away our agency in the matter when they decided to try to resolve the name problem on their own, instead of contacting us.  In that case, I do not feel we owe the bill.  Regardless of past problems with the account, the bill from the above referenced dates will not be paid until all appeals are exhausted, including the public media if necessary.[redacted]Son and Attorney of Record for ** [redacted]

We have reviewed the patients account and are in the process of applying her payment to the open balance on her account. She may disregard any statements she may have received for this balance. The patient has not been sent to an outside collections balance and her credit has not been negatively...

affected. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
Apria Healthcare

ITEM # 1: Original Prescription from 2008 states portable oxygen tank and not concentrator, no reference to 24 hours per day. RESPONSE: The original prescription was pulled and reviewed. It is dated 10/10/08 and it states “Home oxygen: nasal cannula 4L prn for angina”. The standard home oxygen setup of concentrator and portable unit was provided. The prescription was updated on 8/24/09 to 2L 24 hours/day for lifetime, singed by Dr. [redacted]. Apria provided what was ordered. ITEM#2: The complaint logged by Apria on 3/5/15 was not the first time we complained to have the concentrator removed. RESPONSE: Many conversations are logged in the account in detail between 2008 and 2015. There are very detailed notes entered at each encounter and none of the notes mention a pickup request of the equipment. ITEM# 3:  Apria has no meaningful competition. RESPONE: There are several Oxygen providers in San Diego County. [redacted] provied home oxygen in the area. ITEM# 4: Reguest to refund entire rental fee and an apology from the company for it's behavior towards senior citizens RESPONSE: Apria is unable to refund all rental fees for equipment as it was delivered as ordered by your physician and the delivery was signed for and accepted. Apria is committed to safe quality patient care and to improving the quality of life for our patients at home. Any concerns can always be reported to your local Apria branch, our Corporate office ###-###-#### or e-mail to [redacted] ITEM #5: Someone called to offer to pickup the concentrator but will no longer deliver portable tanks and we would have to drive to Ocenaside to pick them up. Customer believes this to be punishment for taking case to the Revdex.com RESPONSE: Apria can pick up the concentrator with an against medical advice waivera as it is prescribes therapy and had not been discontinued from a physician It is Apria's service model to provide delivery service of tanks when a full home oxygen setup is ordered. Apria offers patients pick up tanks in our office when only a portable system is being used. This is our standard service model and is in no way a refelection of the complaint issued with the Revdex.com. Sincerely, [redacted] Branch Manager