Apria Healthcare

Item # 1:Mr. [redacted] states that his wife paid a balance that was paid by his insurance. He states they wereinformed they would receive a refund check, however they have not.RESPONSE:We have reviewed Mr. [redacted]’s account and found that the supplies that were shipped tohim on August 4, 2014, were...

incorrect and items were shipped back. The correct supplyorder was shipped on August 12, 2014. Mr. [redacted] paid for the August 4, 2014 supplieswhen the balance should have been adjusted, however it was not done until later.On December 1, 2014, we reversed Mr. [redacted]’s payment and requested a refund beprocessed to him. We requested a refund to the insurance for all amounts paid on theAugust 4, 2014 supplies and keyed adjustments on the supplies.We apologize for the delay in the refund check, it was processed on February 10, 2015, inthe amount of $258.53.Sincerely,[redacted]Billing Center Quality Specialist

Item # 1:   The patients father states that they were discharged from the hospital on January 18, 2015 with a portable oxygen tank which lasts 8 days on the current liter flow when they arrived home they contacted Apria Healthcare to notify the company that they had arrived home and that...

they were ready for the home set up while they were on the phone a representative from Apria contacted the family as well to confirm they were home and they would receive their delivery that evening. The next day the family contacted Apria that no delivery was made and the representative could not locate the patient in the system we were told that we would get a delivery that afternoon and again we called since no one had showed up the technician finally arrived at the home at 8:10 PM with the oxygen and was told that the tank that he delivered would last 4 weeks based on the patients liter flow. 3 days later the tank that was delivered was half empty and had to make another call to have a technician come out and deliver a new tank. The technician that came to our home exchanged the tank and said that the tank was set up improperly I am hoping that we are not charged for any fees for Apria’s error. On January 30, 2015 our pediatrician order an O2 test to be performed but we had not heard from Apria so we called and spoke to the representative who said we would be getting it on Monday that never happened until Tuesday February 3, 2015.  RESPONSE After looking into the details of this account I have reached out to [redacted] and have left a couple of messages on his Cell Phone with no return call back starting on 2/6/15 at 2:49pm and 2/11/15 at 11:14am.         Sincerely, [redacted] Branch Manager Denver, Co

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 the prescribing physician submitted ALL the documentation required by the insurance provider on January 26, 2018. The customer service agent then made several attempts to contacted you (2/1/2018, 2/2/2018 and 2/4/2018). Also, we verified that on February 15, 2018 you received the respiratory equipment and supplies.   Again, we sincerely apologize for any inconveniences or challenges this issued may have caused.   Sincerely,   Apria Healthcare LLC

Item # 1:  Mr. [redacted] stated Apria has not provided an explanation of why charges that were a year old appeared on a current statement for the first time and reflected as past due. He stated his account was sent to a collection agency and was informed he would receive a letter from the collections agency as confirmation that it would not reflect on his credit reports.   .RESPONSE: We have reviewed Mr. [redacted] account and confirmed that the billing for dates of services May 10th, 2014 through September 4th, 2014 were for the monthly rentals for his CPAP machine.  The charges for $128.93 were reversed off to be refunded to patient on April 22nd, 2015 but an adjustment was never entered which resulted in Mr. [redacted] receiving a statement for those charges in error. There was only one invoice that was sent to collections in error due to non-payment and it was for date of service September 4th, 2014 but Mr. [redacted] paid the balance for $8.98 and it has been applied to the collections balance.   The charge sent to collections will not reflect on Mr. [redacted] credit report because we do not report to the correct reporting agency for any charges under $50.00.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 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]

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

The patient signed a Sales Service and Rental Agreement authorizing the credit card to be billed for copays, deductibles, and noncovered charges. This is why the credit card was automatically billed.    We do apologize for the issue logging into the website.  There is a forgot...

password, link, however you would need to have the reference code written down, or call the billing department for assistance.  It could take up to 30 days to verify insurance information and bill.  Some insurances require authorizations, documentation to be submitted prior to any billing.   Again, 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: 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

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:Mr. [redacted] stated that Apria Healthcare sent him a printout of charges and payments received, but it did not reflect all payments.  RESPONSE:As mentioned before, we have reviewed Mr. [redacted]’s account and sent per his request an itemized statement specifying the amounts billed and paid for each claim from November 28,2011 through May 29, 2014. We apologize for any inconvenience this may have caused. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. 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 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 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 again reviewed the patients account and confirmed that invoices for 2013 that were sent to collections in January 2015 reflected on the billing statement for November and December of 2014. Due to not being paid they were automatically sent to collections. The denials from Medicare for the invoices in collections were not received until October 2014 which is why the patient was billed a large balance. The patient requested pickup on September 28, 2015 and was advised for his oxygen equipment to be picked up, we required to have a discontinuation on file from his doctor or he has the option to sign our Against Medical Advice Form, in which, the pickup was processed and completed on October 28, 2015. Patient requested an order for supplies but the order was unable to be processed due to the missing complaint documentation on file required for Medicare to cover the claims; therefore, patient was informed once the documents were received the order will be processed. We believe that we have taken all appropriate steps to resolve this matter and 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 that he never received a past due notice, however was referred to collections. He wants Apria to prove he owes the money and that he received the products that he is being billed for. RESPONSE: We have reviewed Mr. [redacted]’s account an found the following. Mr. [redacted]...

received a BIPAP device and humidifier on October 17, 2013. Apria submitted claims to [redacted] on the patient’s behalf. Mr. [redacted] placed his credit card on file to be charged for amounts not covered by [redacted]. The BIPAP was converted to sale on November 17, 2014 turning ownership over to Mr. [redacted]. There was a delay in submitting the claims for the September and October 17, 2014 BIPAP rental claims. This is why Mr. [redacted] did not receive a statement before 2015 when the claims were being referred to collections. However, as Mr. [redacted] had placed a credit card on file the charges of $51.13 x 2 for the September and October 2014 claims were charged to Mr. [redacted]’s credit card on April 17th. The claims in error were referred to collections on April 18th. The payment of $51.32 x 2 was applied to the collections balance on May 20, 2015, leaving Mr. [redacted] a $0.00 balance with collections. We have confirmed that the amount was not reported to Mr. [redacted]’s credit report and apologize for this error. As of today Mr. [redacted] has two pending claims, January 14, 2015 for supplies, which [redacted] paid $80.10 and has $159.88 pending under process and Mr. [redacted] paid $39.01. The other pending claim is for May 7, 2015 for supplies, which [redacted] has paid $110.35. Mr. [redacted] has paid $7.41 and there is an open patient responsibility of $12.62. We did notice there were two credit cards attached to the account, on [redacted] Card which had denied when we tried to charge and the second a [redacted] which had approved and processed the charges, so we removed the [redacted] Card from the account. We do apologize for any inconvenience this may have caused as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely, [redacted] Billing Center Quality Specialist

Item # 1:  Ms. [redacted] states that she keeps getting calls regarding a balance that she does not owe.    RESPONSE: We have reviewed Ms. [redacted]’s account and found that on the three of the claims the primary explanation of benefits was not submitted to the secondary insurance,...

therefore they did not cover the balance that was not paid by the primary insurance.  We have removed the open balance, leaving Ms. [redacted] a $0.00 balance as of today.  We also removed Ms. [redacted]’s phone number from our automated dialer system so she does not receive any more calls.  We apologize for any inconvenience this may have caused.    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.
Im sorry, I did not put a response to the original message from apria...I do not accept this...if they will look further, the machine left was paid in full by medicare on [redacted] behalf and therefore, should be returned to him.  Now he cannot get a new machine for 5 years without paying out of pocket himself..he is on disability and in no way can afford to do this...he is in dire need of this machine since he has terrible sleep apnia...this is a terrible situation for [redacted] to be in and terrible for me as his mother to see him suffer like this for no apparent reason.  Thank you
Regards,
[redacted]

The patient name is [redacted] and the address on file is [redacted]

Item # 1:  Mr. [redacted] stated his CPAP machine he received from Apria Healthcare was paid off by [redacted] in 2014 and he is still receiving bills for the equipment.   RESPONSE: We have reviewed Mr. [redacted] account and have entered the necessary adjustments to his account for dates of...

service January 16, 2015 and February 16, 2015 amount $140.80. Mr. [redacted] CPAP unit and CPAP modem was converted to a purchase and he will no longer receive monthly billing statements for the equipment as he now owns it. 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] states that his credit card was charged $136.00 on September 24th.  RESPONSE:We called and discussed the account with Mr. [redacted] and he hadreviewed his records and found that the charge of $136.00 did not process. Hestated that he paid the open balance due to collections. I told him I wouldfollow up on the pending adjustment balance of$173.61 for the humidifier that was booked twice. Sincerely,[redacted]Billing Center Quality Specialist

RESPONSE: Driver was dispatched to setup nocturnal oxygen on 06/09/15 and was completed at 2048. Patient called in 1 hour later due to not having a humidifier bottle attached. No communication from Logistics Center in regards to a humidifier bottle. Patient called in the next day and Apria...

keyed a drop ship order to be mailed and another order for the driver to deliver on 06/10/15. The branch saw the two orders and canceled the driver's order as they saw the drop ship being processed. In the meantime, the connection was broken on the concentrator and all equipment was replaced on June 11th. Called patient and everything has been setup and working well at this time. Sincerely, [redacted] Branch Manager