Apria Healthcare

We have confirmed that the patient’s card was set for automatic billing on his account, in which he signed a sales service and rental agreement to do so. The sales service and rental agreement was signed by patient on 6/6/2017 with the credit card information allowing for charges to be applied to the card or any card on file.  We apologize if the patient has felt he has received unsatisfactory customer service.  Apria Healthcare is in the process of verifying the refund has not been cashed to reissue to the physical address on file. We do apologize if this has caused an 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 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]

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's response apologizes for the issues that I raised but fails to offer any assurance that these problems will not occur in the future.   In fact the response fails to even take responsibility for actions they admit were errors.  This company has a notorious track record for fraudulent billing, shoddy customer service, and taking of advantage of patients who depend upon them for vital medical equipment.  The only conclusion I draw is that Apria is a revenue hungry enterprise that makes shortcuts wherever possible in its search to maximize profit and minimize the care effort and service provided to their customer.  My experience is just one story out of thousands of people who rely on Apria for medical equipment that is essential for health and in some cases life itself.  For this company to act in a blase and indifferent manner to the needs of patients with fraudulent double billing that is never corrected unless the company is confronted and inexplicable delays of days and weeks in supplying medical equipment is illegal immoral and exploitative.Based on this non-response I have no choice but to complain to law enforcement here in Illinois - the Office of the Attorney General's consumer fraud division - so that Apria's systematic misconduct can be addressed on an institutional basis.
Regards,
[redacted]

Thank you for your letter concerning the level of customer service your experienced during your contacts with Apria to obtain your CPAP supply order under [redacted] and their payor requirements. 
We certainly understand your frustration with the level of customer service response you...

received, and we want you to know that these concerns have been take very seriously.  The feedback you have provided will be used for coaching and training our employees.
In review of your records, we have determined that not all of the required documentation per [redacted] payor guidelines are on file. Additional information has been sent to your physician of record requesting the necessary documents. 
Again, we sincerely apologize for the challenges you experienced.  If you have any further questions or concerns please feel free to contact 800-310-3363

We have reviewed patient account and confirmed that a refund check for $1,243.38 was processed and re-issued to patient as of September 16, 2016. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
Apria...

Healthcare LLC

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 records, we confirmed that on June 6, 2017 Apria was not provided the necessary information such as the group ID, member services phone number and claims address of your insurance provider to process your order and qualify you to receive your respiratory supplies. Several attempts were made to communicate with you to obtain the correct information. On June 16, 2017, you contacted customer service responding to a message left by Apria Healthcare. At that time, you were informed verbally that Apria is in network with your insurance, but not a contracted provider.   Again, we sincerely apologize for the inconvenience and/or challenges this issue 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

Patient was schedule for an appointment on December 1, 2015 for the pressure check and to be fit for a new CPAP mask. The supplies were shipped on December 1, 2015. Two attempts were made to contact patient on December 4, 2015 and one attempt on December 7, 2015 to verify the type of...

mask being shipped. Messages were left each time for patient to call back to verify. Apria makes three attempts to complete the process at which point the patient is then responsible to call back. Patient can call directly at 913-981-7636 for assistance.
Apria Healthcare LLC.

We have reviewed patient’s account and confirmed that a statement was generated and sent to patient’s address we had on file in 2015. We received no return information that the address was incorrect. The statement amount was $43.70 for date of service May 18th, 2015 for the monthly rental of patient...

breast pump. The invoice was sent to collections on February 14th, 2016 due to non-payment from [redacted] and the patient.  Patient can work with collections to pay the remaining balance that is due and at this time her Apria account reflects a zero balance and currently 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

We have reviewed the patients account and confirmed that the account reflects an open balance of $52.96 for date of service October 29, 2017 for durable medical equipment that was denied by her insurance as being applied to her deductible. We will update the account to reflect that the payment has...

already been made and is pending to be applied to our system and to discontinue the phone calls. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.     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 have confirmed due to a power outage on 10/9/2016 you were unable use your oxygen system and were without an appropriate back-up.  On 10/9/16 the branch manager left a voice...

message for you. According to the branch manager on 10/11/16 you informed him that your power was restored. In addition we confirmed that on 10/19/16 you were provide a replacement back up oxygen cylinder along with serving the equipment.
 
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 would like to apologize for the level of customer service you have recently received regarding the organization’s automatic telephonic system. After a review of your records, we confirmed your telephone number has been successfully removed from the automated telephonic system. You should no...

longer be receiving automatic telephone calls as of February, 10, 2017.   Again, we sincerely apologize for any inconveniences 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

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.
APRIL 9, 20151. I did travel during the period July-September 2014.  Since I shared a bedroom with another person and the CPAP interfered with her sleeping, I did not use it.  At all other times, I have used the equipment as directed except when I had illnesses prevented its use.2. When I took my chip to [redacted] in January, I was told that my data had not been sent to Apria initially because it hadn't been requested. I made several attempts to have this matter reconciled between Apria and [redacted], eventually hand-delivering my data chip to both places. Staff at Apria in [redacted], provided me two chips, one to again download my data and return to the [redacted] office and the second to keep installed in my machine until my next appointment with [redacted].3. Some supplies were received from Apria on April 1, 2015.  However, the one supply that I most needed--the strap that holds the mask in place, because the [redacted] is not sticking such that I often awake to find that the mask has slid off my face, which may in turn skew the results showing my use of said equipment--was NOT included and the water chamber sent will not fit into the base equipment.4. My call to Apria's Supply Department led to a response that (a) the chin strap and headgear would arrive within 6-10 days (not here as of 4/9/15) and (b) that Apria employee would contact the company's Return Department to determine whether I should return the chamber and whether a replacement chamber would be sent.  I have not yet heard from the Return Department, although Apria has both my home and cell phone numbers.5. When I took my chip to [redacted] on April 7, 2015, I was told that I am in compliance with [redacted] requirements (only one day of non-usage during the past three months)), but there appears to be leakage around my mask.  In response, I explained about the mask coming loose during the night and requested a printout showing that (I had not been given such printouts at previous visits when the chip was "run").6. Because of other [redacted] conditions for which I am being treated, I often cannot sleep more than 5 hours straight, often awakening during the night because of incontinence and fibromyalgia.7. I asked [redacted]' staff to fax the info to Apria asap since I'm still having difficulty receiving supplies.  Staff in Apria's [redacted] office confirmed this morning that the data was received on 4/7/15.8. [redacted]/[redacted] Insurance has sent me statement showing that neither [redacted] nor [redacted] have paid Apria Health Care for my equipment and supplies.  I have not paid the bill that Apria sent me last week because I believe all costs associated with my CPAP use should be covered by [redacted] and [redacted].9.  I JUST learned, when I called Apria's Billing Department (and was on hold for 12 minutes), that my case had been reviewed on April 1, 2015, and that Apria's Suspended Billing Department had indicated that I needed to have a new sleep study conducted with the results sent to Apria in order to determine whether I continue to need CPAP equipment..  However, (a) I had no indication that I was out of compliance for the period October 2014-April 2015 and (b) NOBODY had told me that a new sleep study is required.10. Re Apria's Suspended Billing Department: Billing (SBD).  Apria's Billing Department staff kindly transferred me to this department, where I was placed on hold for another 8 minutes and then DISCONNECTED. Not having the phone number for Apria's SBP, I immediately called the regular Billing Department ([redacted]) and waited several more minutes to speak with an Apria representative, who explained that since Suspended Billing Department doesn't have an outside line, she would stay on the line with me until they picked up.  11.  After another 7 minutes, I actually spoke with someone in SBD, learning that my doctor would need to order a sleep study but that he had not been informed of such. Then, while the Apria representative was reviewing my record, I was DISCONNECTED AGAIN!12. Third call to Apria's Billing Department in order to be transferred to SBD:  On hold for 4 minutes before someone answered this call and another 4 minutes before  being reconnected to SBD.  I learned from [redacted] that (a) I should have notified [redacted] and [redacted] my reason for not being in compliance,, (b) I was compliant 1/7-2/11/15 and again 2/11-4/7/15 but she couldn't locate information about data downloads for the period September 2014-January 2015.13. [redacted] said they should would discuss my case with an Apria representative more familiar with [redacted] requirements, would call me back this afternoon, and gave me her phone number if I wanted to contact her ([redacted], ext. [redacted]),--interesting since Apria had earlier today told me that SBD didn't have an outside line.  At this point, I have been on the phone or disconnected from April for about 1.5 hours.14. When [redacted] finally called me at 4:57 p.m. to inform me that the [redacted] specialist had a 4:00 p.m. doctor's appointment but would try to reach me tomorrow, I told her that I have an 11:30 a.m. appointment in the morning.15.  I'm requesting that Apria resubmit my data to [redacted] and [redacted], including the information provided above.  If my primary care doctor and therapist need to provide supporting information re my many health issues, I think that they would do so.16.   I will continue this response after next hearing from Apria but didn't want to overlook a response and have this case dismissed.
Regards,
[redacted]

We would like to apologize for the level of customer service you recently experienced regarding your respiratory supplies and the billing associated with the returned items. After a review of your records, we have confirmed that you did return your respiratory supplies within protocol of our return...

policy. You recently spoke with an Apria representative with a conference call to your insurance provider to discuss the charges on your account for the returned items. From the conversation, it was discussed that the charges for the respiratory supplies you returned be removed from collections.   Again, we sincerely apologize for any inconvenience or challenges this issue 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

Item # 1:Mr. [redacted] states that he does not think he owes the additional money that Apria or the collection company is billing him for and wants the account to show paid in full. RESPONSE:We have reviewed Mr. [redacted]’s account and found that he received a CPAP unit and supplies on July 8,...

2014. Apria informed Mr. [redacted]’s that his copay amount due at set up would be $55.93 and his CPAP unit rental copay each month would be $12.88 for10 months. Mr. [redacted]’s paid by check at the time of set up in the amount of $55.93.Apria submitted claims to [redacted], ID number [redacted] on behalf of Mr.[redacted] for their 80% portion of the payment. However, Apria received notice from[redacted] that the claims had been denied because the coverage had termed. Apria placed calls to Mr. [redacted] to obtain the correct insurance information. Apria also tried to verify [redacted], ID number [redacted], however this policy was showing the other policy as his insurance. Because Apria was unable to get the 80% portion of the claims paid by [redacted], the amounts were referred as Mr. [redacted]’s responsibility. The total amount of the submitted claims was $692.29, we have received $0.00 payments from [redacted] as of today, there is still $206.04 pending under [redacted], however if unpaid will be referred toMr. [redacted]. Mr. [redacted] has paid a total of $123.98 and Apria has adjusted $1.60 from the claims as a courtesy. The open Apria balance as of today is $90.15. Per Apria’s policy once an invoice is left unpaid for a total of 180 days the amounts are referred to collections. Mr. [redacted]’s collection balance as of today is $270.52. Mr. [redacted] needs to contact [redacted] and have them update their coordination of benefits information in their system and have the claims reprocessed. We have placed another itemized statement in the mail for Mr. [redacted] records as of today. 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

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 problem is not with my insurance company who I just spoke with. It remains with Apria. What is going on is my insurance company has paid them already for these two months above my deductible so if they were to do the right thing and cancel this obligation they would have to return the money already received from my insurance company. That is why they are not canceling the obligation. The facts remain these:1. There is no signed agreement between us for this equipment. I have had apnea for over 20 years and had many machines through those times. NEVER has it been on a rental basis. I understand that maybe the business model has changed now but I have a right to know that as a consumer before I am sent machinery and then billed by stealth. 2. They have known since early December that I was not using the machine because I received a robo-call ever other day saying they were not receiving data. This is also a change in the business model and I would think that if a company was going to be monitoring a customer remotely, they would need permission for that as well. Add to that, not once for two months did a human being even call me to see if I was alive or dead; that is until I questioned the bill. Then a human being called me. The machine was never even opened. It is being returned this week. Apria needs to do the right thing and cancel this obligation.
Regards,
[redacted]

We have confirmed that the patient’s insurance has been added to all claims for billing, however the price of the cpap wasn’t adjusted to the insurance’s allowed amount. An adjustment has been keyed to remove balances from the patient, collection balance has been recalled and we have added a do not call request to the patient’s account for billing 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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]Still trying to get medium mask they never sent...

Item # 1:Mr. [redacted] states that he has experienced issues when contacting the telephone number listed on his Apria Healthcare statement. Mr. [redacted] states that he has experienced extended hold times when contacting Apria’s billing center.Mr. [redacted] is wanting to check the status of a...

payment that was made through his bank via electronic banking to determine if the payment has or has not been received byApria Healthcare. RESPONSE:After full review of Mr. [redacted]’s account, I show that his current balance is$34.05 which is the 20% coinsurance portion that his insurance, [redacted] does not cover. At this time, it was confirmed that the payment made by Mr. [redacted] on January 30, 2015 did apply to his account on February 20,2015. With that being said, an itemized statement is being mailed to Mr. [redacted] to show as proof. 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.MESSAGE FROM BUSINESS:Item # 1: Ms. [redacted] contacted the Revdex.com advising of her frustration with the delay in getting an appointment with Apria Healthcare for her mask fitting.  She advised she had been trying for two months to get the appointment set up.  She further advised that when she called she would receive inconsistent responses from various Apria agents in regards to why there was a delay in getting the appointment.  At one point she was given an appointment and later discovered Apria would not be able to bill the insurance for her based on missing documentation.  She was reaching out to request a formal review of her account with a clearly defined explanation of what was necessary to move forward so she could obtain her much needed pap supplies. RESPONSEUpon receipt of this concern the account was reviewed and we attempted to contact Ms. [redacted] on 08/05/2015 to advise her of the outcome of the review.  It was noted that the order originally came to Apria on 05/26/2015.  Upon receipt of the order a request was sent to the physician for missing documentation.  Specifically, a copy of the sleep study, a copy of the re-pap face to face and a copy of a compliant device download.  All of the items are required to be on file prior to billing [redacted].  Unfortunately due to Apria agent error, the request for the prescription for the mask refit was not submitted to the physician.  It is noted that Apria did have several conversations with Ms. [redacted] but it appears that during each conversation the information Ms. [redacted] received was either inaccurate or incomplete.  At one point an appointment was made for the mask fitting but at that time Apria did not have a prescription for it so the appointment was cancelled.  On 08/05/2015 after receiving this concern we reached out to the physician specifically asking for a prescription for the mask refit.  It does appear that all other documentation has been received.  We have left voicemail for Ms. [redacted] to contact us, providing her a direct contact number.  Once the prescription is received we will move forward with making the mask refit appointment.  When speaking with Ms. [redacted] we will offer an apology for the frustration she has experienced in her dealings with Apria.  Clearly this has been a frustrating experience for her. Sincerely,  [redacted]Area Customer Service Manager I was told on August 10, 2015,  by an Apria Representative the prescription was received from the doctor on August 7, 2015 and that it would take 3 to 6 business days for that "SOMEONE" to call me to discuss the mask fitting. This is Apria doing business, as usual.  I am getting the same run-a-round about the elusive "SOMEONE" calling me; while I am still without the much needed equipment. I have alerted [redacted] of my dilemma and  I have asked my doctor for a referral to another equipment vendor. I am waiting for her response.  I am not sitting idly by waiting on Apria, I am doing all the insurance industry will allow. It is obvious to me Apria wants nor values it's [redacted] clients.Thank you so much for your timely response.
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.
Though I had used my debit card to make one time payments in the past, I never gave Apria consent to automatically take money from my account. This was done without my authorization. Since the majority of my dealings with Apria have been done over the phone, I would like to know how And when I signed a "contract" giving the right to access my funds. The ignorance of the people answering customer service calls (multiple times, multiple individuals) and their flippant attitude does not assure me that the unauthorized use of my account and the refund check that has yet to arrive due to using an old address was done with malicious intentions. 
Regards,
[redacted]