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.
I have billed another amount for $29.93 on August 7th through online billing and have no idea what this is for?  This certainly isn't to purchase the device, otherwise I could understand the charge.  Plus during my correspondence with Apria I found out I have been charge for certain types tubes that were not order and never received. Apria need to figure how what they are billing me for and deliver.  I believe all there is left for me to do in pay for the device yet that has not been done, instead mystery charges like on the August 7th show up.  
Regards,
[redacted]

We have confirmed the patient received rental equipment March 17, 2016. Apria Healthcare does not bill by usage, but based on being in the patient’s possession. The only request for a pick up noted in our system is October 05, 2016, in which the patient was advised to have his physician send an...

authorization for discharge from the equipment. The patient understood this process and agreed to do so. The patient is responsible for balances generated during the rental period. We believe that all appropriate steps have been taken to resolve this issue.   Sincerely,  Apria Healthcare LLC

Again, we would like to thank you for taking the opportunity to convey your concerns to us and to apologize for any miscommunication on our part that has resulted in this concern.   Since our last communication, we have attempted to contact you regarding the May 15, 2017 delivery of your respiratory equipment. Unfortunately, we were unable to speak with you. If you would like to speak with someone at the local facility regarding this matter please call 916 921-1162.  We again would like to apologize if we provided misinformed information to you.  Thank you again for contacting us and for allowing us to assist with your home healthcare needs.  Sincerely,   Apria Healthcare LLC

We would like to apologize for the level of customer service you experienced. During a review of your records, we determined that there was a delay in your order. We have coached our Customer Care Center representatives on the importance of scheduling deliveries accurately and in a timely manner. We...

certainly understand your frustration with the long hold times and disconnections; we continue to work diligently in improving our telephonic system in order to provide a better and timely service for our customers.
Again, we sincerely apologize for any challenges and inconvenience this has caused you.
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

After review of the account, we were able to confirm that the equipment previously provided has been returned and the outstanding balance showing due will also be removed. We are showing that the Breast Pump provided was converted to a purchase back on December 1st due to the extension mentioned...

through December 28th was not received and the equipment was not returned at that time. We will be contacting BC Services to inform them of this error and will remove any balances showing due. We apologize for the inconvenience this has caused.   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 husband, [redacted], signed a “Sales, Service, and Rental Agreement” for a VPAP machine on August 28, 2012.  The machine was to be paid in full after 13 months of rent.  I have made countless phone calls to Apria over the years and spent at least 100 hours of my time trying to resolve this, which is why I finally contacted the Revdex.com.   On January 8, 2015, an Apria representative named [redacted] said that the amount we have paid out-of-pocket far exceeds the cost of the equipment.   She stopped the recurring charges to our credit card and promised to call back on 1-14-15 regarding refunding the over-payment.  She never returned the call and Apria says they have no way of connecting my calls to her.    After contacting the Better Businiess Bureau, [redacted] from Apria Healthcare called and found [redacted]’s notes.  She does see that we have far over-paid for the equipment; however, she said Apria is still accruing charges anyway since we have changed insurance companies.  Apria is saying we owe them thousands of dollars due to changing insurance companies.  She said Apria’s contract begins anew every time we change insurnace companies.   We signed the contract with Apria, not our insurance company.   This VPAP machine is old and out-dated.  Even though Apria owes us money, they are having collection agencies calling our home regularly.
Regards,
[redacted]

We have reviewed the patients account and were able to determine that until the open invoice on file has been reprocessed by BlueCross BlueShield, the account will remain open in our system. The email sent by Apria’s billing department was not clear but does mention the claim was billed in error and is currently being reviewed. We were informed by the insurance directly that this was billed in error and no other balances are showing due as patient responsibility. We also was able to confirm that the apology letter mentioned was drafted and mailed out on December 1st. Again, the account is only open due to the current reprocessing of the claim on file. We apologize again for any miscommunication or inconvenience this has caused.  Sincerely,Apria Healthcare LLC

ITEM # 1: Mrs. [redacted] states that they have been waiting on a refund for over a month and cannot get anyone to assist them. RESPONSE: We apologize for our delay in having the refund processed and that Mr. and Mrs. [redacted] has had issues with our phone system. We have reviewed Mr. [redacted]’s account...

and found that the payment of $24.95 was applied to the November 6, 2014 claim and $4.55 was adjusted. The refund of $29.50 was processed on December 23, 2014. We apologize for any inconvenience this may have caused. Sincerely,[redacted] Billing Center Quality Specialist

We have confirmed that the patient has an open balance for dates October 3, 2015 through January 3, 2016 and a collection balance for dates April 3, 2015 through September 3, 2015. The patient was billed for theses dates due to [redacted] denial for medical documentation. The required evaluation and...

testing was received dated January 13, 2016, however the advance beneficiary notice wasn’t reversed until February 29, 2016. All claims prior to testing date including collections will remain patient responsibility, an appeal have been filed or the claims are pending insurance for February 3, 2016 forward. The patient may file an appeal with [redacted] directly for any of the billed dates as Apria was not provided with the proper documentation to do so prior January 13, 2016. We believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction.
 
Sincerely,
Apria Healthcare LLC

We have reviewed the patients account with assistance from our management team and confirmed that patient returned the equipment today February 20, 2018; therefore, the balance is being adjusted off and he is no longer responsible for the open balance. We have also submitted a request to have patient insurance refunded for all dates of services paid by them. The patient will no longer be billed for the monthly rental of his equipment as it has been returned. We believe that we have taken all appropriate steps to resolve this matter.  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.
[I have also been billed for months in which I was compliant. There were compliance issues in the beginning but have since been remedied with the nurse practitioner representing my doctor. One of the solutions was a prescription for a different style of mask that Apria never sent. Apria has not processed orders for new, clean tubing and other items that make compliance more possible. Also, when I picked up the cpap device, no mask was included and impeded compliance while I waited for a mask to arrive. Now that I am in compliance, how do we go forward with billing to be reverted back to [redacted]?]
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.I was referencing statements and credit cards so the November 3rd order I was referencing was originally placed on September 28th per your response.Yes, I was billed for nasal pillows. No, they were not received.Despite verbally confirming shipping addresses on the phone and/or online order, they have been shipped to the wrong address twice now. Your simplification of resolution process is inaccurate. I spent hours on the (phone to correct and yes, per your response was delayed in receiving the nasal pillows by weeks-efficient treatment was delayed due to this). If I'm not eligible for an order, why do customer representatives not inform me while on the call?In regards to billing, the November instance is not the only time this has occurred.  My payment posted to my credit card November 8th and even if the paper statement is incorrect because it is generated on the 12th, it's inexcusable I receive text messages (way beyond November 15th when you claim the payment posted) saying I have a balance due. Furthermore, the online payment system should reflect an accurate balance because even when I login after November 15th, it says I have a balance due. The statement is not itemized and the text messages/inaccurate online billing system is clearly a misleading billing practice.Until order accuracy and a fair billing practice that is inline with other businesses is established, I do not see resolution to my complaint.
Regards,
[redacted]

Item # 1:  Mr. [redacted] states that Apria Healthcare sent him to collections before a statement was mailed to him.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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.  At this time I am waiting to receive a refund check. Your billing department has already verified that my insurance information was provided at the time of the sale. Your billing department did not understand why the local branch failed to timely submit my insurance information.
Regards,
[redacted]

We have reviewed patient account with assistance our billing team and confirmed that patient has had his CPAP unit since November 7th, 2013 through [redacted]. Per [redacted] contract for the CPAP unit it would bill for 10
 
months and then bill every 6 months for maintenance and service and the...

maintenance and service was billed to [redacted] for date of service September 7th, 2016 but patient policy had termed on April 1st, 2015 so
 
he no longer had insurance with [redacted]. On October 12th, 2015 three attempts were made to reach patient
 
to obtain correct insurance information but no contact was made. The account was then changed to self-pay and patient contacted our office on December 16th, 2015 disputing the balance and our representative tried
 
to explain the outcome of the account. The Cpap machine was picked up on January 22nd, 2016 and the
 
billing stopped. The equipment could have been converted to sale if insurance would have been provided in a timely manner therefore patient is responsible for the invoices that billed before the equipment was picked up on January 22nd, 2016. The open balance at this time is $381.10 for dates of service September 7th, 2015- January 7th, 2016 for the monthly rental of the CPAP unit. We do apologize for the miscommunication
 
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] Hello,My doctor has sent them everything that they had asked for. Everytime I call to check the status they tell me a different story every time this is missing then it's something else they keep giving me the run around. I have getting oxygen for the last 3 years from this company and still currently am. Its for portage oxygen not the tanks. My doctor has faxed over 30 Pages to to them that they requested. You can even contact my doctors office at [redacted] Dr. [redacted] ask for the office manager [redacted]. Please help I need this so I can take it on the plane on vacation I can't bring the tanks on the plane. please please please help me.

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.
We successfully received a statement May 2015 to our mailing address.  We also called Apria in July and confirmed we had a zero balance.  Our insurance "un-paid" amounts in August without our knowledge.  Apria should have resumed sending us statements.  We have learned with interactions from Apria that statements were sent to a [redacted] address that we are not associated with.  Apria cannot determine who made these changes or when they occured.  Apria then claimed we were responsible for our address being correct, however, we have evidence that they had our address, we did not change our address, and had no reason to think we should be receiving statements.We are not satisfied with their handling of this account and their misuse of collections agencies.
Regards,
[redacted]

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.I don't remain dissatisfied, so that's in error. What I said was that I agree that they have NOW refunded me (1/11/17) the amount promised. The reason I was dissatisfied in early January is that they still had not issued the refund they promised.
Regards,
[redacted]

We have confirmed that the patient received a cpap machine March 11, 2016 in which he signed a sales service and rental agreement indicating the machine was a rental and the insurances contracted rate that the equipment and or supplies are billed. The patient also agreed to the terms and conditions...

and accepted financial responsibility if the insurance did not cover the cost. His insurance was billed $58.84 per month for the rental and once he no longer had insurance it was billed under a self-pay rate of $107.42. The patient had not met his annual deductible and his insurance did not pay any billed amounts. The balance due of $154.49 includes April 11, 2016 $47.07 in which insurance applied deductible and May 11, 2016 $107.42 self-pay price due to patient no longer having insurance. Apria Healthcare can’t guarantee payment from the patient’s insurance and have provided all pertinent information upon receipt of equipment.
 
Sincerely,
 
Apria Healthcare LLC

We would like to apologize for the level of customer service you have experienced. During a review of your records, we confirmed that we were missing documentation required per the insurance provider guidelines prior to processing the prescription for your respiratory equipment. Our records further...

indicate several attempts were made to contact you to obtain critical information necessary to process the order. Your account has since been reactivated and we confirmed you have received your respiratory equipment as of 6/14/2016.
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 coach our customer service representative on the importance of verifying the details of an order prior to deliveries to our patients, as it has done in this case.
 
Sincerely,
 
Apria Healthcare LLC