Apria Healthcare

Apria has explained to Ms. [redacted] that Apria is not billing her, she is being billed by [redacted], and they are a third party administrator for [redacted] Insurance. Ms. [redacted] needs to contact [redacted] to address the issue, are her insurance [redacted].

We would like to apologize for the level of customer service you recently experienced regarding your Durable Medical Equipment (DME). After a review of your records, we confirmed that on 9/18/17 a family member requested to have the bed rails exchanged due to the bed rails delivered on 9/12/17 not...

working properly. The order was processed for an exchange; however, due to a customer service error, the delivery address was incorrect on the workorder. The order was then reprocessed with the correct address and the exchange was completed. The General Manager has spoken with the patient and was assured the equipment was working properly. Apria Healthcare prides itself in providing excellent customer care and this has allowed a coaching opportunity to prevent this situation from reoccurring.   Again, we sincerely apologize for any inconvenience or challenges this issued has caused. 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 reviewed the patient’s account with assistance from our insurance team. After review, they confirmed that the initial face to face notes does not indicate that patient was accessed for Obstructive Sleep Apnea prior to the sleep study and the sleep study was not signed. Patient 90-day...

download reflects he was not compliant with his usage as the percentage was only 23%. Patient will need new face- to -face notes and sleep study from his doctor to be qualified for Medicare coverage otherwise patient will be responsible for the charges not covered under his plan. Our Respiratory Therapist will reach out to the patient as requested to provide assistance.  The patient can contact our Billing Department at 1-866-505-6365 with questions and concerns regarding his account. 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 regarding your respiratory device. After a review of your records, we have confirmed the delay in processing your order was due to the missing documentation from your ordering physician that is required by the...

insurance provider. Apria received the documentation from the ordering physician on November 18, 2017, however, the prescription was still missing a critical component. Again, the ordering physician was contacted and on November 27, 2018 we received the corrected prescription. The order was then sent to our escalation department for processing. We sincerely apologize for the lack of contact with you while the order was being processing. In addition, our records indicate you received the respiratory equipment On January 10, 2018.    Again, we sincerely apologize for any inconvenience or challenge this issue may have 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 Apria is not owed any funds and requestthat the collection attempts be withdrawal and send him a letter stating a$0.00 balance.RESPONSE:We have reviewed Mr. [redacted]’s account and found that he receiveda CPAP device from Apria on May 1, 2009 and March 12, 2014. The...

balance due isfor the March 12, 2014 CPAP device with serial number [redacted]. The firstSales, Service and Rental Agreement that was mailed to Mr. [redacted] was for theolder CPAP, we have since mailed Mr. [redacted] a copy of the March 12, 2014 SSRAfor his records showing the correct serial number.We do apologize for the miscommunication as our goal is to ensurecustomer 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.
Regards,
[redacted]

Item # 1:Ms. [redacted] states that Apria Healthcare did not resolve the issue regarding her refund. She stated that she has not received her refund as of February 25, 2015.  RESPONSE:After reviewing Ms. [redacted]’s account, I confirmed with our refund department that Ms.[redacted]’s refund for $61.80 was initiated and processed on February 7, 2015.  We apologize for any inconvenience this may have caused.  Sincerely,[redacted]Patient Pay Management Center Team Lead

We would like to apologize for the level of customer service you experienced during your recent contact with the organization. After review of your records, we were unable to meet your request to ship your supplies in 2015; unfortunately, the product was out of stock.  We also determined that...

you were successfully able to return the supplies.
 
Again, we sincerely apologize. Thank 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.
[When I picked up the device from Apria location in Oceanside location in Nov. of 2013, I was told by the staff that my insurance and myself would pay off this device after about a year or so of monthly payment, myself and insurance each paid about 50%.  Just as the staff said, I did not receive any bill after about a year.  In the late 2015, I suddenly received a bill of about $58 from Apria, so I called them and told them my new insurance information and explain that our company had merged with another company and had a insurance change after the merge, if there was any charge, it can be charged to the update insurance.  After this phone call, I kept receiving bill and added up more charge from them.  In this case, I made my 2nd phone call to Apria, a lady who did not know much about the billing answered the phone and kept me from waiting and waiting during the phone conversation, I told her that I was told the device was paid off by your staff after initial 1st year monthly payment, Apria should not charge me anymore.   She told me to call back since she needed to do some research after I spent an hour on the phone, so I told her I would like to receive a call from you when you had an answer about it since I did not have time to call and get no answer at the end; After that, I got busy for my other things in life while I was waiting for answer.  The bill went on growing thereafter, so I called back for my 3rd time.  This time, I was told that I needed to pay everything all over again since my insurance had changed, I argued with the staff that I was told the device was paid off after about a year by your staff when I picked it up, furthermore, when I called in the first 2 times, no one told me that I needed to pay this all over again as self-pay even though I have new insurance, I told her that I could give back the device to them as my payment. 1st after all, I was given the wrong information by the staff when I pick up the device.  2nd,  I would have return the device in the first place if I knew that it would charge all over again when I made my 1st phone call to update my insurance information.   There are so many complaints at Revdex.com website about Apria billing and Apria had not accredited by Revdex.com.  Please do good and accurate billings practice to improve itself.   
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.
[Please note that I am again requesting proof of all of the statements made in their reply.In my original complaint, I requested that: Apria take the balance of their claim against [redacted] from their unnamed Collection Agency and accept what Apria has collected as payment in full or provide proof of non- compliance according to [redacted] guidelines beginning in 06/23/2013. Apria responded that my Ms [redacted] was notified of non-compliance. My response:As stated in my original letter of complaint, [redacted] is an early stage dementia patient. Therefore, as her eldest child, I am now assisting her in paying her bills. In going through her records, I have not found any letters from Apria of non- compliance as asserted in the letter. Please send recorded proof of these "supposed" verbal authorizations of these additional monthly payments as dated below, in the dates and amounts of;  08/12/14 for $5.00;  09/23/14 for $112.07;  12/02/14 for $5.00;  12/08/14 for $114.52 (see attachments)Apria said in their response: "Apria Healthcare did not submit claims to [redacted] while Ms. [redacted]'s account was billing out as self-pay." My response: I am attaching documents proving that Apria Healthcare did in fact bill [redacted] Healthcare and were paid while they billed us as self-paying clients.   This is dishonest, we can not be self-paying if it was possible to bill [redacted] Healthcare and receive payments. I am now requesting that they return her monies and take this out of collections. In addition we would like a written letter stating what action they have taken and if they want they can  bill [redacted] Healthcare as it seems they could have done in the first place.
Sincerely,
[redacted]

Item # 1:  Mr. [redacted] stated when he spoke to Apria Healthcare he was informed that his account was resolved but continue to be contacted by the collections department.   RESPONSE: We have reviewed Mr. [redacted] account and confirmed that his account balance has been removed from...

collections and the charges are no longer valid. We have reached out to the Collections Agency to confirm the removal and at this time his account reflects a zero balance. 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

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.
One only [redacted] the terms "apria credit card" to learn why I sent a complaint into the Revdex.com about this practice. Hundreds if not thousands of their "customers" have had charges to cards with no notice or without cause. The fact that I refuse to allow their company access to my credit card number when my insurance company pays 100% is above and beyond the norm. I have also placed a complaint with my insurance company and asked that they no longer do business with Apria because of this. Patients who have a valid need for the equipment they have but do not have a credit card are lost and must either 1. not get their much needed equipment or 2. go somewhere else. Shame on you Apria. [redacted]

We would like to take this opportunity again to thank you 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, we confirmed that on August 18, 2017 a technician came to your residence to service your respiratory equipment and you were satisfied with the service and appreciative of the follow up.   Again, we sincerely apologize for any inconvenience this may have caused and greatly appreciate you for taking the time to bring your concerns to our attention.  Sincerely,   Apria Healthcare LLC

We have reviewed patient account and with assistance from our customer service department and confirmed that they have reactivated patient insurance to verify benefits and will reach out to patient to assist with processing the order. We do apologize for the miscommunication as our goal is to ensure...

customer satisfaction as well as accurate billing.
Sincerely,
Apria Healthcare LLC

Item # 1:  Customer upset received an automated message the day of her delivery to confirm her delivery time.  Customer preferred to get a call from a live person 2-3 days in advance of her scheduled delivery. Item # 2:  Customer upset with delivery times.  Customer prefers...

that all deliveries are made between 8:00 am and 5:00 pm. RESPONSE Apria Healthcare contacts our patients via an automated calling system on the day of their delivery to confirm a delivery time window.  If the time given is not convenient for the customer, they can call us to reschedule and can request a specific time window for delivery that best suits their needs. Due to the fact that we deliver life-sustaining medical equipment, we do not limit our delivery hours to only 8:00 am to 5:00 pm. Sincerely,  [redacted]Area Customer Service ManagerLittleton, CO

Thank you very much for your quick response.  I’m very encouraged.  We simply wanted to reach someone in Apria who can solve this problem.  The people we call are junior...

customer service reps who keep saying we owe the money.  They cannot or will not resolve this.In response to Apria’s message:The patient’s name is [redacted]The Apria account number is [redacted]Thank you[redacted]

Item # 1:  Mr. [redacted] states that he received a statement in May showing misapplied payments dating back to May 10, 2014 – September 24, 2014.  Then referred his account to collections without telling him what the open balance of $128.93 was for.    RESPONSE: We have...

reviewed Mr. [redacted]’s account and found we refunded him by credit card and check number [redacted] in the amount of $84.87 in error.  Therefore, the amount due of $84.87, which he has repaid was due.  We apologize for this error and as of today, Mr. [redacted] has a $0.00 balance.    Sincerely, [redacted] Billing Center Quality Specialist

We have reviewed the patient’s account with assistance from our insurance team and confirmed an invoice was sent to collections on January 15, 2017 for date of service September 20, 2015 for the rental of the 02-concentrator oxygen equipment amounting to $144.74. This was due to non-payment. The claims were billed to the secondary insurance [redacted] for that date of service and they covered 20% of the claim and denied 80%. Therefore, the outstanding balance was billed as patient responsibility. Claims for date of service November 20, 2015 were paid by the insurance [redacted] in the amounts of $36.18 and $18.68 and they were removed from collections. Those amounts are no longer patient responsibility. At this time, the patient has a collection balance of $144.74 and can reach out to the insurance for additional questions in regards to the denial of this claim. If there are any corrections that are required on our part we will have our insurance team assist with the request. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,Apria Healthcare, LLC.

Item # 1:  Mr. [redacted] daughter stated she approved a charge of $120.82 to her debit card for a bath bench for Mr. [redacted]. She stated she was double charged and contacted Apria and was put on an excessive hold time. After speaking with a representative it was confirmed that patient account did...

not reflect the overpayment at that time. She requested to speak with a supervisor to receive the credit but was informed there was not one available.                                         ...⇄ RESPONSE: We have reviewed Mr. [redacted] account and confirmed he received a bath bench on 4/21/14 and his daughter approved a payment by credit card for amount of $120.82 and payment was processed on 5/22/15. The credit card was processed twice for $120.82 in error and when Mr. [redacted] daughter contacted our office and spoke with our representative she informed them the payment has cleared her account. At that time it had not posted to our system because we actually have to receive payment from them before it is applied to our system.   The payment posted to our system on June 2th, 2015 and the refund was requested to be sent out to Mr. [redacted] in check form. At this time our management team is aware of the excessive hold times that we are experiencing and have implemented some changes. We will also use this as a training opportunity regarding the assistance that was provided so that we can provide better customer service to you. We do apologize for the inconvenience that this has caused.   Sincerely,   [redacted]   [redacted] Billing Center Quality Specialist

Apria Healthcare changed the payment policy in 2014 and has worked to communicate this policy change to our patients. We have spoken with the customer regarding our policy and advised them of the requirements.  The customer has placed the necessary payment on file. There was a miscommunication...

on the delivery expectations on the patient's account. This has been resolved and delivery completed. We do apologize for any inconvenience this may have caused.