Apria Healthcare

We have confirmed that the patient received cpap supplies September 06, 2016. He received the incorrect humidifier chamber and filters, which was replaced September 12, 2016 at no cost. The patient was billed for supplies received September 6, 2016 and for the rental of a bipap machine. The payment...

made on his account is still pending and will not be refunded once received, as all charges are valid. An itemized statement has been mailed to the patient and billing will continue as long as he has rental equipment. We take all feedback in consideration, which will aid in better serving our customers and apologize for any inconvenience.
 
Sincerely,
 
Apria Healthcare LLC

Item # 1:Mr. [redacted] states that he was not made aware of the recurringmonthly charges for the Continuous Positive AirwayPressure (CPAP) device that he received from Apria Healthcare.Mr. [redacted] also stated that he was informed by a medicalrepresentative at his Dr’s office that his...

insurance would cover the cost ofthe equipment.Mr. [redacted] stated that we billed $170.00 to his credit card inMarch and did not authorize.Mr. [redacted] has experienced lengthy hold times when contactingbilling and has informed Apria Healthcare that he no longer wants to receiveautomated calls for supplies.   RESPONSE:We have reviewed Mr. [redacted]’s account and show that he receivedthe Continuous Positive Airway Pressure (CPAP) device on June 10, 2014 whichwas returned to the [redacted] branch on April 15, 2015.In regards to Mr. [redacted]’s insurance coverage, we verifiedcoverage when the CPAP device was delivered with [redacted].Mr. [redacted]’s insurance coverage changed to [redacted] effective December 1, 2014. Our records show that Mr. [redacted] did sign a Sales Service &Rental Agreement (SSRA) with Apria Healthcare and provided authorization tocharge the credit card listed for any future charges on June 10, 2014. Theprevious charges that were made to Mr. [redacted]’s credit card were due toclaims processed by [redacted] that were applied to Mr. [redacted]’s annualdeductible. Pertaining to the automated calls, Mr. [redacted]’s account wasflagged on February 10, 2015 to cease future calls being placed to him. We do apologize for the miscommunication as our goal is to ensurecustomer satisfaction as well as accurate billing.Sincerely,[redacted]Patient Account Resolution Team Lead

Please provide patient's full name and/or complete 10 digit Apria account number.
Thank you,
Apria Healthcare LLC

I was contacted by Apria Healthcare on Friday, July 10 and this matter was resolved.  Thank you for all of your assistance.Sincerely,[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.

Revdex.comBaltimore, MDAttn: [redacted]Dispute Resolution & Trade Practices[redacted]Re: Apria Healthcare Inc: [redacted]Revdex.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 mayhave resulted in this complaint. Below is a brief description of the complaint matter and ourresponse.Item# 1 -Mrs. [redacted] was told she needed a new sleep study to be compliant. During andafter the many calls to Apria trying to clear the billing issues with [redacted] Mrs. [redacted] hadspent several hours if not days to resolve these issues. She even contacted [redacted] directly for aresolution. A download was sent into Apria to process an order for PAP supplies and thesedocuments were to be sent into [redacted] and supplemental insurance. After this a decision was tobe made within 24-48 hours. Lack of coordination and ineptness is unconscionable.RESPONSE - Mrs. [redacted] has admitted she has been doing a lot of travel and not using theCP AP as directed therefore [redacted] would not continue to cover her for the CP AP supplies sheneeds. Mrs. [redacted] was informed a new sleep study will be required and sufficient use of herCP AP going forward to continue for [redacted] to pay for her supplies. Apria did ship her PAPsupplies as of03/3l/2015 as a courtesy. Once Mrs. [redacted] completes a new sleep study andcontinues use of her CPAP [redacted] will continue to pay.Sincerely,[redacted]Customer Service SupervisorApria Healthcare

We have reviewed patient account and confirmed that patient returned her oxygen equipment on May 13th, 2016.  We submitted claims to UHC MEDICARE ADVTG PPO for dates of service October 30th, 2015-April 30th, 2016 for the monthly rental of her oxygen equipment before the equipment was returned....

The insurance has paid their portion of 80% on each invoice leaving patient responsible for a 20% copay and at this time patient account reflects an open balance of $296.28. Our management team is aware of the excessive hold times and are implementing changes to improve our phone service.
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:  Apria received order for hospital bed, wheelchair, shower transfer bench, bedside commode and a hemi cane walker on 2/26/15.  The local branch did not have the inventory in stock, and placed order to obtain the ordered equipment.  We were unable to provide the ordered...

equipment in a timely fashion, nor provide a date when all equipment would be available.  The patient/son obtained the wheelchair and shower transfer bench from another company.  We did provide a hospital bed and bedside commode.  We were unable to provide a hemi-walker for patient in a timely fashion.  [redacted] is asking for reimbursement for the hemi-walker. RESPONSE The branch did not have the ordered equipment available and the hemi-walker was delayed.  It is unfortunate that we did not have the ordered equipment in stock, and were unable to provide an expected arrival date.  We did not charge for the hemi-walker and would not be purchasing on behalf of the patient.    Sincerely, [redacted] VP CCC Customer Service

We have confirmed that the patient received a CPAP on July 26, 2010 from [redacted]. Apria Healthcare acquired the [redacted] account March 5, 2011. The patient had [redacted] insurance which required a ten-month rental then maintenance. The contract agreements with the insurance cannot be changed, however...

the billing starts over with new insurance or if the member no longer has insurance. The patient’s insurance termed June 11, 2016 and the account was billed as a self-pay. We have taken in consideration the length of time the patient had the equipment and have converted it to ownership and removed all remaining balances. We believe all appropriate steps have been taken to resolve this issue.   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]-[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 healthcare has not been able to supply a working wheelchair. I have stated in my complaint that they have come bringing the wrong wheel chair and defective ones over and over again so their response that they've come several times is a joke. I'm saying they came several times. [redacted] has now stepped in and stopped them two more times since the original complaint as they were bringing the wrong equipment again. In fact, [redacted] has told them not to contact me again and to deal with them on my behalf in getting the right equipment and yet they've contacted me twice more. The [redacted] rep is now equally appalled by their terrible service. No wonder there are hundreds of complaints against them. Apparently they don't even have clear records or they would see this.Interact with [redacted] on our behalf and ultimately deliver the correct wheelchair, in working order.
Regards,
[redacted]

We have reviewed the patients account determined that we will make one more attempt to obtain payment from his primary insurance of [redacted]. An order was placed with Apria for supplies related to patient owned equipment in August 2015 from [redacted], via an [redacted]. In this case the [redacted] received...

was dated after the patient’s insurance termination date with [redacted]. Because of this [redacted] denied claims Apria submitted. Because the patient states he placed his order with [redacted] prior to his coverage term date as a courtesy we have sent an appeal dated 12/22/15 to [redacted]. This means for the patient, the balances which were previously being billed have at this time been removed from his responsibility. Unfortunately, if [redacted] continues to deny the claims, ultimately the patient will be responsible to make payment to Apria Healthcare for the denied charges. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Since the equipment has been returned, we have initiated a check refund in the amount of $42.01 be sent to the patient. This refund can take 14 days or so to be processed. We apologize for any inconvenience this may have caused and for the miscommunication as our goal is to ensure customer...

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

We have reviewed patient’s account and confirmed that he did receive a cpap June 27, 2014. The insurance require a three month rental then convert to ownership. The cpap billed three months for $86.00 that the insurance paid and in order to meet the purchase price of $860.01 the final billed amount...

September 27, 2014 was $602.01. With that last billed amount the equipment was patient owned. The claim wasn’t billed as patient responsibility until June 2015 due to insurance partially paying claim but latter took payment back, at that time it was too late to return the machine. Apria received notification from [redacted] that the compliance wasn’t received on November 24, 2015. The authorization can’t be obtained at this time, due to being past the time limit, for this reason Apria is refunding $258.00 paid towards the purchase and adjusting the remaining balance of $344.01. The payment of $150.00 for supplies will be refunded, as our records indicate they were returned. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 talked to the ins co on several occasions about this. I was told by the insurance company that at the time of services I was completely covered since I had met my deductible. I was also told by the ins co that there were 2 letters sent to this company concerning receivership. In the letters it states that this company is not to bill the patient for any services. The insurance company stated that this company needs to resubmit the claims under a reconsider claim.  I should never see a bill for any of this and would like that to be taken care of.
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 do not think that the statement put forth by the business is true.  I would like to request again please that the recording of the March 2017 and July 2017 phone calls be pulled and listened to/transcribed.  I was told during both calls that my CPAP supplies would be covered at 100%.  We did not discuss a deductible.  Please pull and listen to the recordings from both calls.   
Regards,
[redacted]

Item # 1:Mr. [redacted] states that he received a printout of his account which was not clear to him what it meant pertaining to the previous invoices on his account. Mr. [redacted] also stated that he has received notices from our outsourced collection agency as well as statements from Apria Healthcare that reflect conflicting amounts.In regards to the insurance claims that were being reprocessed, Mr. [redacted] stated that the issue with[redacted] has been resolved. He was informed by his insurance company to allow 30 days for the claims from July 2014 through December 2014 to be processed and paid. RESPONSE:After reviewing Mr. [redacted]’s account, the printout that he received from Apria Healthcare was an itemized statement which details the billing on his account which is generated from our system. We have since received a payment from [redacted] on February 19, 2014 which was applied toward invoices for dates of service July 8, 2014 and August 8, 2014 that were pending in collections. Mr. [redacted]’s Apria Healthcare statement did generate on February 2, 2015 which reflected an open balance of $90.15 which was forwarded to our out-sourced collection agency State Collections on January25, 2014. In regards to the balance that is currently in collections, we have placed a 30 day hold on the account to allow time for Mr. [redacted]’s insurance company to reprocess the claims pending and submit payment for the remaining claims. We do apologize for the inconvenience that this has caused as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,[redacted]Patient Pay Management Center Team Lead

I am an asthma patient. Over a month and a half ago, I ordered a breathing machine from Apria. They took my insurance information, along with me credit card to pay the remaining balance. I still have not received the machine. Everytime I call to check the status, they promise to deliver it the next day, but never do. I don't know what to do. Is this even a real business. It has been a waste of time and I still do not have the machine . They apologize, but never deliver. No business should be allowed to operate like this. I will never deal with them again!!!!!!!! I need my breathing machine!!!!

We have confirmed that the patient received a cpap with humidifier January 23, 2015. The cpap was $669.63 the insurance paid $320.49, with the patient responsible for 30% co pay of $200.89. The insurance applied a deductible of $148.25 for total paid of $349.14. The humidifier was $189.81, insurance...

paid $132.87 and the patient paid $56.94. The patient’s wife signed a sales service and rental agreement to authorize auto billing.  The insurance payments were voided due to lack of coverage. The patient’s wife called Apria Healthcare February 12, 2015 said her plan should not have been billed, gave the patient’s insurance to bill and had auto pay removed. The patient’s insurance was never attached to the claims to bill and appeals were made under the wife’s plan and denied for no coverage. The patient received a bill for the insurance portion for the humidifier of $132.87. Apria Healthcare has reversed the patient’s payment of $406.08 to refund and adjusted all balances due to the correct insurance not being billed. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
Apria Healthcare LLC

08/10/15Revdex.comAttn: [redacted]Dispute and Information Analyst Lead[redacted]Re: Apria Healthcare Inc: Hudson, FLRevdex.com Complaint ID#: [redacted]Dear Ms. [redacted]:This Jetter is in response to the complaint referenced above submitted by [redacted]to the Better Business...

Bureau. We apologize for any miscommunication on our part that mayhave resulted in this complaint. Below is a brief description of the complaint matter and ourresponse.Item # 1: Customer's Statement of the Problem: Over a year & a half the company has refused tosupply me CPAP supplies while having documents filed by my Primary Doctor as well as SleepStudy Doctor. At other times during this period they did sell me supplies, then stopped providingsupplies. Demanding Doctor notes and getting Doctor notes but claiming that my Doctor's noteswere insufficient. Then stating that the Doctor's notes were acceptable then claiming that thesame Doctor's notes were unacceptable. Order processing persons pass me on to supervisors whodon't call back. When calling in myself, I go through the same process over and over again. I havegone without necessary supplies for as long as 60 plus days. In the last week my 15 year oldCP AP machine has failed me. The nightmare continues ... one company agent told me that theyhad my Doctor's notes and would put in a rush order. You guessed it...no results! I called to see ifthe order had been filed ... once again the agent told me my Doctor's notes were unacceptable. Shesaid she would ask for a supervisor to give me a call. I'm afraid I have no confidence in Apria'scommitment to my health & survival. Product_Or_Service: CPAP Machine and SuppliesRESPONSE: After further review of Mr. [redacted]'s order for supplies it has beendetermined Mr. [redacted] would like to have a new unit. A request for the [redacted] andApria required prescription has been requested again on 08/10. Prior to [redacted], therequest for all the [redacted] required documents go back over 1 year with many contactsbetween Mr. [redacted] and his physician each month. Letters and calls were placed to Mr.[redacted] and his physician stating what is required by [redacted] to pay for PAP equipment.Mr. [redacted]'s PAP unit was paid by previous private insurance before [redacted].Therefore, Mr. [redacted] would be required to provide the following documents to Apria, abaseline sleep study, clinical notes within the last 12 months stating he is benefiting andusing the PAP and a valid [redacted] prescription. Now that Mr. [redacted] has decided toobtain the new unit the prescription has different requirements than previously when heonly wanted supplies. He has been asking for a new unit since February of 2015. Thethree [redacted] required documents have never been able to arrive correctly with constantcommunication between Mr. [redacted] and his physician. The request for the valid[redacted] prescription has been requested as of [redacted]. Once it arrives Mr. [redacted] willhave his account reviewed and qualified per [redacted] guidelines so he can receive hisPAP machine.Sincerely,[redacted]Customer Service SupervisorApria Healthcare

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]