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.
[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]

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: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

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.

Revdex.com:
I will contigently accept the reponse. This company has reassured me that the issue has been resolved several times in the past and it was not. They also noted the equipment was returned to [redacted] thats not the location it was returned to. I also have not seen the monthly rental charge.........my hunch is this is not properly resolved, but I will reissue a statement if and when I see this appear on our credit report or are notified again from the collection agency.
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]

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.

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

The patient signed a sales agreement with his credit card information authorizing auto payments, but as requested, the patient’s credit card has been removed and the patient will receive a bill for any amount due. We are correcting the patient’s account to reflect only one-month rental and then the purchase of the equipment. We do apologize if at any time a phone call was disconnected and you did not receive a call back, or feel that you did not receive adequate service.  We have corrected your account billing and submitted the purchase of the equipment to your insurance.  Sincerely,  Apria Healthcare, LLC

We would like to apologize for the level of customer service you experienced. During our review of your records, we determined that the order for your crutches could not be processed. Unfortunately, your insurance is not a contracted provider for crutches with our organization. Upon further review,...

our records show your insurance company was notified of this matter.
 
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.
. 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]

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 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]

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

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]

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 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]

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

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!!!!

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