Apria Healthcare

We have confirmed that the patient received cpap supplies for dates October 9, 2015 and October 12, 2015 in which the insurance applied their annual deductible and didn’t pay on the claims. The explanation of benefits reflected the patient owed $57.62 for October 12, 2015 and $122.00 for October...

09, 2015. The patient was refunded $52.69 for over payment on the account. The patient received a billing statement with a balance of $44.38 from October 9, 2016 date in which the insurance confirmed that amount was not included as part of the deductible. The balance of $44.38 has been placed back under insurance to be resubmitted and the patient has no balance due. The account has been corrected and the patient has been sent a letter of apology 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 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 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]

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

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, if it does, will consider this complaint resolved.
Regards,
[redacted]

We have confirmed that the patient received a cpap machine July 11, 2017. Apria Healthcare billed United Healthcare July 11, 2017 and August 11, 2017 for supplies and rental of the cpap in which a nine-month rental was required before purchase under his insurance. We were informed September 11,...

2017 by United Healthcare that the patient’s policy termed on August 31, 2017. The account was billed under a self-pay purchase September 21, 2017 due to not having any insurance information to bill. He called September 25, 2017 in regards to the charge made on his account and updated his insurance at that time. The patient signed a sales agreement with his credit/debit card information agreeing to automatic billing. The cpap has been converted to ownership and we would not be able to bill his insurance; however, we have mailed an itemized invoice so he can submit it for possible reimbursement from his insurance or he may return the machine to receive a refund. We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.     Sincerely,  Apria Healthcare, LLC

We have again reviewed the patients account and confirmed that the Billing Department has received approval from management to return the durable medical equipment for a full refund. Patient has also been provided this information. 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 patient’s account and confirmed he received his [redacted] machine on March 11, 2016.  When the equipment was obtained, the patient had [redacted] insurance coverage and the plan termed on June 1, 2016. There was no new insurance information on file, therefore, the account was setup...

to bill under self-pay. Our sleep management team tried to obtain new insurance information, but was unable to reach the patient, having leave a message. The patient called on November 18, 2016 to update his insurance information to [redacted]. A payor change was initiated to verify the plan and during the verification process the ID number for the patient could not pull patient demographics. Our sleep management team attempted to contact the patient again to obtain the updated information. We were unable to reach the patient and had to leave a message. The patient’s claims for dates of service June 13, 2016 through November 11, 2016 for [redacted] supplies received and the monthly rental of the [redacted] was billed under self-pay. This was due to not being able to verify the updated insurance plan. The open balance due is $541.65.  On February 9, 2017, the patient provided insurance information being [redacted] Health and a payor change was initiated to verify the plan to submit claims to them going forward. Patient account does not reflect an open balance in collections at this time. 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 patient account and confirmed that all the equipment has been returned; therefore we have adjusted the open balance and patient is no longer responsible for the charges. Patient will no longer be billed for services and account now reflects a zero balance. 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.
Hi,In reference to claim [redacted], no refund has been processed. I did agree to accept the resolution, but this was on the basis that I would receive a refund.Many thanks,[redacted]

We have confirmed that the patient received cpap supplies on April 17, 2015. These supplies included cpap mask, headgear, reusable filter, disposable filter, humidifier chamber, tubing, and mask cushion with clip. The total cost for supplies were $214.80, patient's  copay was $21.48. The...

insurance processed the claim and sent back $193.32 as patient’s deductible. The patient’s credit card was on file and charged this amount May 02, 2015. The charge of $193.32 was disputed with his credit card company and reversed, causing the billing statement to show misapplied payment. The payment was charged again July 25, 2015 and reversed again September 8, 2015. The statements received is for services provided and reflect the payment reversals done. The patient is responsible for the balance of $193.32. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

We have reviewed the patients account and confirmed that the equipment was picked up on September 1, 2017, therefore the patient will no longer be billed for services. The refund was processed to patient in the amount of $4,771.59 on October 26, 2017. We do apologize for the miscommunication as our...

goal is to ensure customer satisfaction as will as accurate billing.     Sincerely,  Apria Healthcare, LLC

We have confirmed that the patient called to place an order December 30, 2015 and copayment of $41.56 was collected. Normal order processing take 3-9 days. It was not possible to receive the order the next day. The bill date is determined by the shipping date and claim was denied due to being a new...

calendar year and insurance had changed. We have verified that the order was re queued to request an authorization from the insurance, which wasn’t needed for an order under $500.00. For this reason Apria Healthcare did adjust the balance as a courtesy and sent the patient a letter apologizing for the issue not being resolved in a timely manner.  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:  Mrs. [redacted] is requesting that Apria correct the billing system and hire more staff to handle the phone and email inquiries. 
  
RESPONSE: We spoke with Ms. [redacted] regarding Mr. [redacted]’s account on November 20, 2014. We went over the delay in the payments...

posting causing the next statement to show previous balance due. We discussed moving the statement date to the 16th of each month to allow the payment made on the first of each month more time to post to assist in resolving the issue.
We discussed our hold times and Apria’s plan to make improvements on these issues. Ms. [redacted] has a direct Apria representative’s phone number if she has any issues with Mr. [redacted]’s account. We apologize for any inconvenience this may have caused. 
Sincerely,
[redacted]
Billing Center Quality Specialist

We have reviewed the patients account and confirmed he had BCBS as his insurance plan and under the plan agreement with the insurance his CPAP unit was to rent for 10 months and continue to bill until length of need and not convert to a purchase. The insurance BCBS termed on December 31, 2016 and...

because while under the plan the insurance did not purchase the equipment and it continued to bill as a monthly rental.  The account has been placed to bill under self-pay as we have not received the patients updated insurance information to bill for services. If the patient provides his updated insurance information we can bill them for the monthly rental and bill according to their payor agreement. At this time, your account reflects an open balance of $535.00 for the monthly rental of his CPAP unit for dates of services May 9, 2017 through September 9, 2017 and a collection balance of $85.96 for the CPAP unit. The patient can contact our billing department at 1.866.505.6365 for payment options for the open account balance and State Collections Services 1.866.372.7141 regarding the outstanding collection balance. 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.
Regards,
[redacted]
No one has came to my house to check my equipment...there is none to be picked up, so they must be responding to a different person......yes, someone is to come tomorrow to check my oxygen concentrater......'they are totally confused...no one returned my calls about missed appointments or no voice mails left for me....we will see if they show up tomorrow on Aug 18th.Thanks for your help, [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.Is it rental equipment?  I was told that this machine was paid for and that I was being billed a quarterly maintenance fee when I was on my last insurance.  I had a customer service representative at apria tell me that the insurance required that I pay this maintenance fee.  ($24 per quarter, approx.)  but that the machine was paid in full.  I then changed insurance this year and suddenly I'm being charged full payments for the same machine again?  It's so hard to tell because your billing system gives no detail at all.  This machine has been paid for 3 times over.  Reps have told me it was a purchase, not a rental.  I can't get a consistent response from Apria customer service.  Your outfit is shady, at best.  What am I paying for, and at what frequency, for this machine?  Please tell me in no uncertain terms, so I know what to expect, and what exactly I am paying for.
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 actually spent many many hours on the phone and had to drive out of my way to a physical location and miss work to get the necessary documents but it was vital that I get medically necessary equipment.  The customer service is still very lacking.
Regards,
[redacted]

Apria strives to meet all customer needs and requirements, in most cases we are able to provide a timely resolution which is agreeable by both Apria Healthcare and the customer.  Due to the strict guidelines we are required to adhere to in order to meet insurance qualification standards and...

regulations your order did require follow up time to obtain the necessary documentation and approvals.  Apria was able to obtain the necessary documentation and approvals required by the insurance on behalf of the customer, however, due to outstanding unpaid balances on the customer’s existing account we were unable to proceed with the additional service request until the account was resolved.  The customer declined the options provided in order to resolve their outstanding financial responsibility.  Unfortunately, due to the unresolved outstanding balance on the customer’s account we have been unable come to a mutual agreement which would allow us to move forward with providing further services. Please call 888 492-7742 if you would like to proceed with the order. We do apologize for this inconvenience.