Apria Healthcare

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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY] I did not use this product. It was returned in the original condition it was received.  After requesting the equipment be picked up a sales person called me and made several promises regarding training and care and ease of contact. I did not find these promises to be true. Apria is impossible to reach a person locally that will help you.  I requested the equipment be picked up. I assumed that because I had nothing but poor service up to that point , they were dragging their feet in making that arrangement. I t was not until I received the invoice in the mail Dated 9/22 that I saw they were charging me. The initial representative said I would be charged $22.40.... and wanted my charge card number to put the charge on. I was unaware of the $89.60 until I received the bill  DEDUCTIBLE>>>> how can I have a deductible when I don't have the equipment?  I really believe that their lack of prompt response is costing me $122.00. MY INSURANCE company was also billed I will also be contacting them to get their money back.. I NEVER USED this equipment. I expect a $122.00 credit to my charge.
Regards,
[redacted]

Item # 1:  Mr. [redacted] requested new CPAP supplies and Apria did not provide them timely.  I have spoken with Mr. [redacted] and he understands his insurance company does require a download showing compliance.  If this requirement were to be waived, it would have to be by the...

insurance company, not Apria Healthcare.Item #2:  We did provide temporary supplies at no charge to aid Mr. [redacted] in achieving the compliance data.  After using the machine for a month his machine registered compliant, however, his data card showed non-compliance.  At this time Apria is sending all supplies to Mr. [redacted] at no-charge while we investigate the discrepancy.  Mr. [redacted] is mailing in his card for a second download.  If it shows compliance, the card/data was likely corrupted.  If it still does not, it could be a bad reader on the CPAP device and this can easily be replaced under warranty. I did apologize for the bad readings and any miscommunication on our part.  Mr. [redacted] is very understanding and we will be working together to fully resolve his concerns. Sincerely,   [redacted]Apria Healthcare

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]

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

We have reviewed the patients account and were able determine that an Advanced Beneficiary Notice was signed by the Patient informing him that the Baseline Sleep Study was needed in order for Medicare to pay. Due to this information not being received, we were unable to bill Medicare for the CPAP...

Unit provided. This documentation was signed by the Patient on November 6, 2014 and also states that the face-to-face notes from the physician visit, after Medicare became effective, were not received. Later, we were able to obtain the clinical notes needed but not the Sleep Study required. We do show a Titration Sleep Study on file however, this is not compliant per Medicare guidelines as the Baseline Study is required. The last claim billed for the CPAP Unit was denied on December 4, 2015. We are unable to submit an appeal to Medicare due to the last day to file an appeal was on April 2, 2016. The current outstanding balance due would be valid due to the Patient signing the ABN (Advanced Beneficiary Notice) and accepting the equipment without all of the required documentation on file. We apologize for the inconvenience this has caused.
 
Sincerely,
 
Apria Healthcare LLC

Item # 1:  Ms. [redacted] daughter states that patient continues to be billed by Apria Healthcare for her hospital bed and wheelchair and [redacted] should be billed for services beginning in January 2015.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that we have been...

unable to bill claims to [redacted] because we do not have the initial face to face clinical notes, “Written Order Prior to Delivery” form dated after January 1st, 2015 and a diagnosis from the doctor for the bed and wheelchair in order to qualify as medically necessary. These are documents [redacted] require in order to process claims for payment. Ms. [redacted] daughter has been informed of the documentation that is needed and Ms. [redacted] will have a follow up appointment and will obtain the documentation but at this time the doctor’s office will send what is already on file.   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 Customer Service and confirmed that the entire order for date of service September 30, 2015 will be adjusted off and is no longer patient responsibility as patient was not advised she would be responsible for any out of pocket or deductible...

expenses. 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 were able to confirm that we did not have the required documentation on file to bill [redacted] or [redacted] until January 2016. Apria completed the Advanced Beneficiary Notice of Non-Coverage reversal on February 29, 2016 with the information provided from the doctor’s visit on January 13, 2016. Any dates prior to Apria receiving the documentation would remain Patient Responsibility. We have billed [redacted] and [redacted] for invoices starting in February 2016 and have received payment. An appeal can be filed directly with [redacted] for any previous outstanding balances due. We believe we have taken all of the appropriate steps to resolve this issue and apologize for any inconvenience this has caused.
Sincerely,
 
Apria Healthcare LLC

We would like to apologize for the level of customer service you have experienced. During a review of the your records, we confirmed that due to a  break in service with Apria which was greater than 60 days, we are required to obtain a new prescription from your servicing physician for your...

respiratory needs. Once this information is received, your request 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.

Item # 1:  Mr. [redacted] stated that he did authorize Apria Healthcare to debit $750.13 from his checking account and is requesting the amount be credited back to his account.  Item # 1:  Mr. [redacted] stated that he did authorize Apria Healthcare to debit $750.13 from his checking account and is requesting the amount be credited back to his account. RESPONSE: We have reviewed Mr. [redacted] account and confirmed that we have a Sales, Service and Rental Agreement on file signed by him authorizing his credit card to be placed on file for charges not covered by the insurance and have sent a copy of the information to him for his review. Claims were submitted to the insurance and authorization was denied because we did not have a compliant download on file; therefore leaving patient responsible for the charges of $750.13. Mr. [redacted] returned his equipment on August 31, 2015 and is no longer being charged for the respiratory assistance device but has an open balance at this time of $195.42 for date of service May 8th, 2015 that was denied by the insurance and has claims for dates of service June 8th, 2015-August 8th, 2015 that are pending payment from the insurance with no patient responsibility 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]

We have confirmed that the patient received oxygen equipment on November 17, 2014. Medicare requires a certificate of medical necessity and face to face evaluation in order to pay claims. This required documentation was not received and claims were denied. Apria Healthcare adjusted the billing for...

November 17, 2014 through January 17, 2015 due to an advanced beneficiary notice is needed in order to bill the patient, which wasn’t signed until February 04, 2015. Her secondary insurance paid February 17, 2015, through March 04, 2015 and July 04, 2015 through October 04, 2015. The patient currently have a balance of $611.68 for April 4, 2015 through July 04, 2015, however July 4, 2015 the allowed amount was paid by [redacted] leaving $68.92 as patient responsibility. Due to this being more than the allowed amount for the secondary, we adjusted $68.92 along with $42.27 from February 17, 2015 and $68.92 March 04, 2015. These amounts were paid and reversed for a total of $111.19 that will be refund to the patient upon the insurance paying the pending claims or applied to patient balance of $542.76. Apria Healthcare did receive notification from the secondary insurance that the diagnosis code was inconsistent with the patient’s age. The doctor was contacted for a better diagnosis code and corrected claims were sent, however it is showing denial as lack of documentation. A certificate of medical necessity was received back from the doctor’s office April 21, 2016 and we have requested a review for compliance to see if claims can be appealed through the primary insurance. We believe that we have taken all appropriate steps to resolve this matter to the patient’s satisfaction.
Sincerely,
Apria Healthcare LLC

We have reviewed the patient’s account and confirmed they received CPAP supplies for date of service October 16, 2015. The claim was submitted to Anthem for payment and was denied as maximum benefit reached; therefore, account was changed to bill to patient under self-pay. The patient can reach out...

to the insurance for additional questions in regards to the claims not being covered, and if there is anything we need to do to correct the claim we will assist with that. The account reflects an open balance of $306.69 for date of service October 16, 2015. 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 confirmed that the patient received a crutch February 10, 2017. Apria Healthcare billed a PPO plan, however when speaking with the patient’s father confirmed it was a HMO. We billed the insurance $252.48 in which they paid $201.98 December 26, 2017 leaving patient with copayment of $50.50....

The balance was automatically turned over to outside collections due to the invoice date being over two hundred seventy days. We have place a hold on collections to allow the patient’s father time to obtain an explanation of benefits to confirm amount owed. We do apologize for the inconvenience 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.
Regards,
[redacted]
Apria is blaming the new insurance the new insurance doesn't care. the new insurance [redacted] is trying to resolve this and don't understand why Apria is starting over with the charges its all about Apria.

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 processing your order was due to missing required documentation per the payors guidelines. The delay in receiving the documentation caused the order to be...

canceled.  On October 19, 2016 the order was reactivated. Also, we validated that you received your equipment on 10/24/16. In addition, the customer service management team provided coaching and retraining to our customer service staff to ensure our patients orders are processed timely.   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

5/6/15Revdex.comSan Diego, CAAttn: [redacted]Dispute and Information Analyst Lead[redacted]@sandieqo.Revdex.com.oraRe: Apria Healthcare Inc: Golden, CO 1457Revdex.com Complaint ID#: [redacted]Dear Ms. [redacted]:This letter is in response to the complaint referenced above submitted by [redacted]to the Revdex.com. We apologize for any miscommunication on our part that mayhaYe resulted in this complaint. Below is a brief description of the complaint matter and ourresponse ..Item # 1 : Customers family contacted Apria Healthcare three times regarding MS. [redacted] oxygendelivery. The drivers did not deliver on the expected day or time given. The oxygen wasdeliYered in error to an alternate address that was on file, which was the son's address howeverMs. [redacted] has her own residence the equipment was to be delivered to.Item# 2: Customer experienced excessive hold times when trying to contact Apria Healthcareregarding the status of technician.RESPONSEWe attempted to reach Mr. [redacted] but did not make contact. We also reached out to Ms.[redacted] but was unable to talk with her directly. We have verified through our system thatMs. [redacted] has the appropriate oxygen equipment at this time.Sincerely,[redacted]Area Customer Service ManagerLittleton, 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 concern.   After another review of your account and speaking with the [redacted] Manager of your local facility, we confirmed that on July 6, 2017 you spoke with one of our Licensed Respiratory Therapist. During that conversation, your questions were answered and you were informed of our policy regarding the location of your residence.   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] stated she was directed by her insurance company to contact Apria Healthcare in order to rent a walker.  She stated she contacted Apria and was informed of the documentation needed from the doctor to process the order and sent the required information but was then...

informed that we do not supply knee walkers.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that on July 6th, 2015 we received patient demographics from the doctor office but there was no prescription included with the information. We received the prescription on July 7th, 2015 for the knee rollator but the diagnosis code needed to submit claims to the insurance was not on the prescription; therefore we requested the information and did not receive it until July 15th, 2015. At that time it was confirmed at our local office that the knee rollator would have to be ordered.   Ms. [redacted] called our office on July 15th, 2015 and stated to cancel the order for the knee rollator because she has already purchased one. There is no record on file that we charged Ms. [redacted] checking account for the equipment. We apologize for any inconvenience this may have caused.      Sincerely,   [redacted]
 
[redacted] Billing Center Quality Specialist

We have dealt with this company over the past year and have had to make several calls to customer service. Hold times are excessive and they are not interested in resolving issues to your satisfaction. This company's representative at their location in Muncie told me when we purchased a CPAP machine that we had to pay a $286 dollar copay then three monthly payments of $11. I looked at my account 10 months later and they were still charging my credit card! I called customer service and was transferred several times and on hold for long periods. I was finally told, they don't know who said it would be for three months but that wasn't correct. They also told me since our insurance changed, the terms started over and they had billed the new insurance for hundreds of dollars after the previous insurance had already paid them! I work in the health care field and I frequently hear complaints from patients that have to deal with them. Save yourself a lot of frustration by finding another provider!

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.
Yes Apria did tell me that I would be responsible for any deductible and out of pocket expenses, it was at that point I told them I would not be placing the order if the supplies were not covered 100%. As a customer who stated that the order would and should not be placed unless it was covered at 100%, it does seem that a mistake was made here however, it is not on my part. This would not be allowed to happen in any other industry, I was told once price and am being charged another.  Is there a record of how many instances this same "miscommunication" has occurred with other customers? This is not acceptable. Regards,
[redacted]