Apria Healthcare

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

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:
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.

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]

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

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

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

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]

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]

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

We have reviewed the patient’s account with assistance from our insurance team and confirmed that the account was setup incorrectly as a rental. The equipment was a replacement and should have been setup as a purchase. We have requested that all funds applied to the equipment rentals be...

reversed back to [redacted]. We have also sent a corrected claim to [redacted] for the purchase of the equipment as of March 6, 2018; therefore, the equipment will no longer be billed as a rental. Currently the patient’s account reflects a zero balance. 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:  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

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 you are requesting to have complete ownership of your new equipment rather than renting for the allotted time. Your insurance...

provider requires clinical documentation from the prescribing physician before consideration for the new equipment. We have requested the required documents from the prescribing physician. Also, the customer service representative attempted to contact you; however, a voice message was left for you informing you of this.   Again, we sincerely apologize for any inconvenience or challenges this issued may have 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

ITEM # 1: Ms. [redacted] states that she spoke with an Apria representative who informed her that she could use the November certification to resubmit the previous billing for the months of April 2014 to current. She states the representative also told her that she would reimburse her credit card for the November charges as Apria did not have permission to charge her account. Ms. [redacted] states her son spoke with me on the same day, which explained that she would need to file an appeal with Medicare with the documentation that Apria was unable to obtain from the physician. Ms. [redacted] states she is still very unclear as to whether this will be taken care of because two different Apria employees gave two different responses. She states the problem has always been with Apria and its Apria employee’s job to get the documentation even if they have to call every day numerous times. RESPONSE: As we explained in our first response, we tried to obtain the needed documentation from the physician multiple times. However, we were unable to obtain the documentation until November 2014. Apria works to obtain the needed documentation and bills the patients insurance as a courtesy. We explained to Ms. [redacted] what was needed before Medicare would pay and even provided her with documentation that did not qualify as she was going to see the physician. We listened to the call that Ms. [redacted]’ referred to in her complaint. [redacted], informed Ms. [redacted] that we needed the recertification in order to bill the insurance for the April – November claims. Which we had not received and did not know if the insurance would cover the claims if we received the documentation now. There was nothing stated in the call regarding a refund. On the call with Ms. [redacted]’s son, I did explain that the patient could file an appeal on her behalf with Medicare, as we had not been able to obtain the qualifying documentation until November 2014. The doctor’s office is saying they sent the documentation to Apria, however, the documentation did not qualify per Medicare guidelines. If the doctor ‘s office can provide documentation to Ms. [redacted] that qualifies per Medicare guidelines, then I would suggest she file an appeal, however Apria never received that documentation. As for Apria not having authorization to charge Ms. [redacted]’s credit card, we have a signed Sale Service and Rental Agreement (“SSRA”) with the credit card information provided by Ms. [redacted]. When Ms. [redacted] provided the credit card on the SSRA, she authorized Apria to automatically charge any co-pay, deductible or out of pocket not covered by the insurance. Sincerely,[redacted] Billing Center Quality Specialist

ITEM # 1: Credit for the initial rental fee and a waiver of 3 months rental fee.  RESPONSE: Apria bills the insurance company on behalf of the patient. Apria has a responsibility to charge the patient any coinsurance or deductible fees according to their plan with their insurance carrier. Charges are presented to the patient at the time of setup on the Apria Sales Service & Rental Agreement Form. This form is signed by the patient before receiving the medical equipment. ITEM # 2: Answers to why the order was never processed and what consequences were incurred by the responsible individual RESPONSE: Original order was cancelled in error. Apria has a Quality Assurance Policy in place to review and address any customer service errors. Apria does perform Corrective Actions with staff when deemed appropriate. ITEM # 3: Contact and an explanation from [redacted]’s supervisor whom on 12/31/14 she stated she would inform of my dissatisfaction and contact from [redacted]’s supervisor whom on either 12/10/14 she stated she would inform of my complaint of negligence in processing my husband’s order. RESPONSE: Apria has a process in place for internal escalations. The supervisor of the Escalation Department was informed and followed the progress of this order. This order was in the Escalation Department of Apria. The representatives mentioned on this item are Lead Representatives within Apria’s Escalation Department. They are highly qualified individuals trained to resolve more complex issues. Sincerely,[redacted] Area Customer Service Manager

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]