Apria Healthcare

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.Apria continues to harass me with daily, threatening phone calls regarding what they consider to be unpaid charges. I have a copy of a letter that was sent to them from Medicare on 10/6/17 that indicates that the charges are covered by them. I also have a copy of a notice which indicates that Medicare paid these charges on 11/1/17. Apria turned this debt over to a collection agency. I have no debts and a pristine credit rating up to now. Acknowledge that I don't owe them any money. Repair any damage that they may have caused to my credit rating.[redacted]

Item # 1:  No service on concentrator/purchasing supplies.   RESPONSE:   Patient was in Florida for 8 months and did not notify branch.  Equipment was written off as lost/stolen when branch could not reach patient.  Patient now requesting service on...

equipment.  Patient is still Medicare eligible and branch will provide equipment and supplies for patient.    Sincerely, [redacted]Branch Manager

Apria has made several attempts to contact the client on October 19, 20 and 21 without success. The client initially contacted Apria to place an order for supplies on May 4, 2015. The order was processed by our insurance qualifications team who determined a prior authorization from the insurance...

company was required.  After 5 business days, the insurance authorization had not been received; therefore, the order was placed in pended status. On October 5th the client contacted Apria again and at that time the order was reactivated along with being forwarded to our escalation team to process.On October 21, 2015 upon further review of the account, the order was processed and shipped to the client.

We have reviewed patient account and confirmed that he received his wheelchair from Apria on January 3rd, 2014 and he returned the equipment on September 10th, 2015. The patient received a billing statement in the amount of $106.41 that generated in error on February 14, 2016 because there were two...

accounts created and one of the account did not reflect the equipment was picked up. An internal pickup was created in the system to reflect the pickup of the equipment in the other account and an adjustment for the open balance of $106.41 was entered on February 8th, 2016 and is no longer patient responsibility. The charge paid by the insurance for date of service October 14th, 2015 in the amount of $35.47 was reversed off on February 8th, 2016 and processed to be refunded back to the insurance. At this time patient account reflects a zero balance and there are no claims pending with the insurance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
Apria Healthcare LLC

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

We have reviewed patient account with assistance from our insurance team and confirmed that patient order was processed in November 2015 but it wasn’t completed and made available until January 2016.  The order information was not updated in the system to reflect that therefore we have reversed...

the payments made by patient for November and December 2015 to be refunded back to him to be received in check form within two weeks and have also reversed the payments made by Humana in order to begin the process to refund them. We have also reached out to customer service so that they are aware of the issue in order to provide great customer service going forward. I do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
Apria Healthcare LLC

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 he received a Continuous Positive AirwayPressure (CPAP) device in March 2014 which was a replacement for an existingmachine. Mr. [redacted] stated that he was informed in September 2014 that ApriaHealthcare would submit the purchase claim to his insurance company,...

[redacted].  RESPONSE:We have reviewed Mr. [redacted]’s account and found that the convertto sale was processed on April 2, 2014 for the Continuous Positive AirwayDevice that was received on May 27, 2014. The activity on Mr.[redacted]’s account does support the information that [redacted] did request the purchase of theContinuous Positive Airway Device in 2014. To correct the accountwe have reversed the payments made by Mr. [redacted] for the amounts that he wasbilled in January & February of 2015. A refund will be sent toMr. [redacted] in the amount of $189.52 in form of check.  Per Mr. [redacted]’s request, a detailed statement will be mailed tothe address that Apria Healthcare has on file for him which reflects a zerobalance. We do apologize for the miscommunication as our goal is to ensurecustomer satisfaction as well as accurate billing. Sincerely,[redacted]Patient Account Resolution Team Lead

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

We have reviewed the patients account and have determined that the balance in collections will be removed due to the ongoing issues that have occurred. After review of the account, we were able to confirm that the equipment provided in May 2015 was initially set up as a rental in error. Due to the...

scheduled pickup’s not being completed, the equipment was converted to sale and the balance sent to collections in error. Again, we will be removing the balance due of $399.00 and the patient will not be billed going forward. We will be notifying our collection agency of this as well. We apologize for any miscommunication or inconvenience this has caused.
 
 
Sincerely,
 
Apria Healthcare LLC

We would like to apologize for the level of customer service you recently experienced. After a review of your records, we confirmed the delay in receiving the respiratory device was due to Apria not having a valid prescription from the ordering physician. The prescribing physician sent a valid prescription on November 21, 2017 at which time we attempted to deliver the device but were unsuccessful. On November 22, 2017 another attempt was made to deliver the device. However, there was no data on the device when it was download. On November 27, 2017 the device was delivered again and was successful.    Apria, we sincerely apologize miscommunications and delays in our follow up you experienced. 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

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 father-in-law's secondary insurance has always been [redacted], not state insurance Apria Health has claimed. They have claim the wrong insurance plan. I recommend them update the wrong information in their system and sent the billing to the right insurance plan.
Regards,
[redacted]

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: Mr. [redacted] was given a Resmed F10 mask on May 14, 2015 for the initial CPAP Set-up. On May 20 he was given another Resmed F10 at no charge because the first wrong size. June 18, 2015 he was given a Simplus at no charge because the Resmed F10 was leaking. The policy for an exchange is one in a 30 day timeframe and when it’s outside the timeframe the patient is supposed to pay if they switch masks. He was given two masks inside this timeframe and an additional one outside of it. August 14 he was shipped the cushions for the Simplus as requested. Mr. [redacted] was given another mask called the FitLife Total August 28, 2015. The cushions could be returned if unopened at no charge, but a charge for the fit life. The cushions were returned and will be charged for the FitLife. He did receive the FitLife mask kit at no charge which he was not eligible for all the pieces and parts. Mr. [redacted] is not due any refunds because the charges were appropriate. Any further question revolving around charges the billing department can assist at ###-###-#### option 6     Sincerely, [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.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 issues"; 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.
Regards,
[redacted]

We would like to apologize for the level of customer service you have experienced. Apria strives to provide excellent customer care.
 
During a review of your records, we confirmed that multiple attempts were made to reach you and your servicing physician to obtain the required prescription...

in order to provide you the respiratory supplies. Once we receive the required prescription, your order will be processed.
 
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

We have confirmed that the patient received cpap supplies June 14, 2016. The total amount billed to insurance was $191.15, however we have not received deductible back on all of the supplies. The bill received for $78.91 included deductible of $10.81 for filters, $16.02 tubing, $46.20 nasal pillows...

and $5.88 for rental of cpap machine 6/27/16. The patient has also been billed deductible for cpap rental causing him to receive a bill of $187.99, which includes $58.84 June 27, 2016, $57.01 left for July 27, 2016, and $72.14 August 27, 2016. The water chamber was adjusted from the patients account in the amount of $7.46 on June 27, 2016 and not reflected on his billing statement. Once all payments posted the current balance due is $129.15 for July and August 2016 cpap rental. The patient has been mailed a detailed history of billed amounts and payments made. We believe we have taken all appropriate steps to resolve the patient’s concern.
 
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

After review of the account, we were able to confirm that due to the agreement with United HealthCare, payment of the supplies requested/ordered must be provided before those items are shipped. We are able to accept other forms of payment however, this must be done prior to those items being sent....

We apologize for any miscommunication or inconvenience this has caused.     Sincerely,  Apria Healthcare, LLC.