Apria Healthcare

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We have reviewed the account and confirmed that when patient received his CPAP in November of 2013.  We billed claims to his insurance plan [redacted] for the monthly rental of the equipment and billed according to their plan agreement in which the machine billed 10 months of rentals then started billing under maintenance and service in which the equipment started billing every six months and would have to be authorized by his [redacted] plan at that time to be converted to a purchase. Patient insurance termed with [redacted] April 1st, 2015 and because the equipment did not convert to a purchase under that plan agreement if the
 
insurance changes we have to honor the new plan agreement. The account is now billing under self-pay because we were unable to obtain patient updated insurance information in a timely manner after several attempts which the equipment could have possibly been converted to sale if the information was received. At this time patient account reflects an open balance of $322.26 for dates of service November 7th, 2015-January 7th, 2015 for the monthly rental of the CPAP unit and date of service September 7th, 2015 have
rolled to collections as of June 5th, 2016 amount $58.84 due to non-payment. We do apologize for the
 
miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
Apria Healthcare LLC

RESPONSE: We have reviewed Mr. [redacted] account and confirmed that we have a signed Opt-In Program Enrollment form on file signed by him as authorization to automatically ship supplies every three months and have sent a copy to the address on file for his review.  After claims were denied for CPAP supplies received on March 11th, 2015 as CCX insurance being termed as of January 31, 2015 our office attempted to contact Mr. [redacted] on May 13th, 2015 to obtain the information. We received a call from Mr. [redacted] spouse on June 19th, 2015 and obtained the correct insurance information and because we did not receive the updated information in time to request authorization the plan does not retro. The supplies were shipped under the insurance terms with CCX and if the updated insurance information was on file the requirements would have been different before shipping them out. At this time Mr. [redacted] account reflects an open balance of $197.66 that he is responsible for due to the account being billed under self -pay. 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

Terminate supervisor, [redacted] Rodriguez, or retrain him. And/or give him a written warning. Also, I would like to hear from the CEO and apologize  No wonder they have a D rating at Revdex.com

Item # 1:Mr. [redacted] stated that he made a payment through Apria Healthcare’s e-pay website and receiveda confirmation number, but continues to receive statements for the amount due of $127.61. RESPONSE:After thoroughly reviewing Mr. [redacted]’s account and payment history, it was confirmed through...

our e-pay website that the payment of $127.61 was completed on December 12, 2014. Apria Healthcare has located the payment made by Mr. [redacted] that was applied to the incorrect account. A request has been sent to apply the amounts to Mr. [redacted]’s account to resolve this matter. We apologize for any inconvenience this may have caused. Sincerely,[redacted]Patient Account Resolution 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.I did receive the letter crafted by the Apria attorney. The letter is nothing more than a timeline based on the facts which are most favorable to them.  They in no way reflect a true and complete summary of what transpired.  In addition, while Apria has put forth an apology for poor customer service - I would like to emphasize that this company was solely responsible for managing medical equipment I needed to properly breath at night.  This is not [redacted] or [redacted] where poor service is an inconvenience.  This business has a higher standard based on the mere clientele that they are specifically set up to serve  Finally, since filing with the Revdex.com, this company told me I had to sign a document to return my equipment (an insurance requirement to get a new machine.  The contract was full of outright lies.  I refused to sign it (I have a copy) and just returned the equipment  I say this to demonstrate the level of deceit this company is comfortable employing.  I am an attorney so I knew I did not need to sign.  Not all Apria clients have this legal training and Apria exploits that to their benefit as well.
Regards,
[redacted]

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.   We originally conveyed to you that you were contacted by the local General Manager on 5/15/2017; however, you were in fact transferred to the General Manager as you indicated in your original concern.       Also, we confirmed that you were provided with the General Managers email address in the event you need to reach her.   Thank you for contacting us and for allowing us to assist with your home healthcare needs.    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.
The response provided by Apria Health care indicated the local Branch Manager had  contacted me and I would be returning the unit  to her office for a refund of the charges. This did not happen. The local manager  contacted me on the morning of January 12, and advised me to return the unit to her office for a refund. She then called me in the afternoon of January 12, and told me I could not bring the unit back for a refund until I received a letter from the Apria Health case Billing Office. As of this date, January 22, I have received nothing from the Apria Billing officei might add that the response provided  indicates the problem was generated by my Doctor's office, I failed to see the basis for charging me. With respect to being unable to contact me, the Apria Health care office that sells supplies contacted me regularly,. Also I had the unit serviced in Portsmouth, New Hampshire and tried my best to make Apria understand that my phone number in Maine is a temporary one. 
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.
Regards,
[redacted]
I have been told before I had a zero balance on this particular bill. Therefore, I want a mailed statement reflecting a zero balance then I will consider the issue resolved.                                         ...⇄ [redacted]

We have reviewed patient account and confirmed that patient was quoted a price of $16.68 and her credit card was charged $42.49. An adjustment was approved by management and entered for all supplies due to all the issues patient experienced while trying to speak with a representative. A refund check...

was processed to patient in the amount of $42.49 to be received within two weeks. We apologize for the inconvenience this has caused and all issues have been elevated to our Customer Service Team in order to provide great customer service going forward.

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. Mr. [redacted] has attempted to contact me, but my communication has been significantly limited due to travel and military-related exercises.
Regards,
[redacted]

Correspondence received from [redacted]:   I believe this was taken care of by another representative. Apria had my voice number listed as my fax number; this should have been corrected yesterday.   [redacted]...

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[redacted]

We have reviewed the patient’s account and confirmed that the mother’s debit card was set for automatic billing. A statement is not sent, the card is automatically charged for any balances due. An itemized bill for the charged amount has been mailed and upon speaking with the patient’s father May...

10, 2016 he stated he had put a stop payment on the debit card, therefore a refund would not be given. We believe that we have taken all appropriate steps to resolve this issue.
 
Sincerely,
 
Apria Healthcare LLC

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.Dear Revdex.com,Yes, Apria finally delivered the equipment but it still doesn't take away from the fact that they put my uncle in great discomfort while failing repeatedly to do as promised. I have no faith in this company. They used to be great, not sure what has happened, but I have talked with many people who also think the company is unable and/or ill-equipped to handle some new [redacted] requirements.In any event, since my Uncle has [redacted], (Whom I have also complained to), we have to use Apria. So you will probably be hearing from me again the next time my uncle's bed breaks or he needs new equipment.Thank you for attempting to help, 
Regards,
[redacted]

We have confirmed that the patient received mask cushions May 31, 2016, in which he did not call until July 4, 2016 stating it was incorrect. Per Apria’s return policy the patient may return or exchange items unopened within thirty days. The patient agreed to automatic payments and have his supplies...

shipped automatically, in this case a statement would not be sent in advance and he would have to request a copy of the statement. Apria normally sends information via US mail or fax, if the patient wishes to enroll with Apria’s online system to view statements and receive them via email he can register with epay.apria.com. The patient was advised July 7, 2016 that the requested statement would be mailed on that day. We believe that we have taken all appropriate actions to resolve this matter.
 
Sincerely,
 
Apria Healthcare LLC

RESPONSE:
We have reviewed patient account and confirmed that she received her CPAP machine and supplies on May 13th, 2015. We submitted claims to Health-Net for payment but they were denied in error for no authorization. We submitted claims back to them for reprocessing and they were then denied...

as being applied to patient deductible amount $227.98.  Claims for dates of service July 13th, 2015 for the CPAP humidifier and August 14th, 2015 for CPAP supplies received were also denied as being applied to the deductible.  Leaving patient responsible for the charges of $24.33, $136.09 and $124.33. The amount of $160.02 charged to patient credit card was for dates of service May 13th, 2015, June 13th, 2015 and July 21st, 2015 for the monthly rental of the CPAP unit. The equipment has billed six months rental and will convert to purchase and will be patient owned once it reaches the 12th rental episode. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

We would like to again apologize for the level of customer service you experienced. After another review of your records, we confirmed that the Licensed Respiratory Therapist spoke with the patient on 11/4/16 and was able to trouble shoot the equipment  which is now functioning properly at this time.   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.Due to ongoing breakdowns of the equipment since initiation of the complaint, I was forced to find another bed. I had to return the unit in question. My resolution now would be a refund.
Regards,
[redacted]

Item # 1:Ms. [redacted] states that Apria used the incorrect diagnosis code and [redacted] denied theclaims, in which she was then charged. She states the diagnosis code was corrected and[redacted] paid, therefore she is due a refund of $269.81.RESPONSE:We have reviewed Ms. [redacted]’s account and found that...

she simultaneously filed acomplaint with the Revdex.com office along with the [redacted] with the [redacted]. We are in the process of researchingthe account and completing a written response letter which will be sent to the [redacted] and Ms. [redacted].The response letter will include all payments posted by [redacted] and Ms. [redacted] and ifany over payment’s are found they will be refunded. We apologize for anyinconvenience this may have caused.Sincerely,[redacted]Billing Center Quality Specialist

We have confirmed that the patient is being billed maintenance once every six months for her Cpap under Aetna’s contract agreement. She would have to notify Apria Healthcare of any service or maintenance needed to her machine. We do not bill by usage but by possession. The Cpap has been placed in a...

pick-up status and the maintenance charge will discontinue once the machine is returned, however she will be responsible for any balances generated during the time she had the equipment. We believe all appropriate steps have been taken to resolve this issue.
 
Sincerely,
 
Apria Healthcare LLC

RESPONSE:After full review of Mr. [redacted]’s account, we show that Mr. [redacted] did receive theContinuous Positive Airway Pressure (CPAP) Unit on December 27, 2013. We do show that check number [redacted] was given at setup and authorization was given by Mr. [redacted] to charge the [redacted] provided for any and all future charges. Per our records Mr. [redacted]’s Continuous Positive Airway Pressure (CPAP) Unit did convert to sale on September 25, 2014 and is no longer renting on Mr. [redacted]’s account.In regards to the balance in collections, Apria Healthcare has recalled the remaining balance in collections so it will not reflect as Mr. [redacted]’s responsibility. Apria Healthcare will be mailing out a detailed accounting to Mr. [redacted] for his account to the address we have on file for Mr. [redacted]. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,[redacted]Patient Account Resolution Team Lead