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.
Most of Apria's response has some vague semblance of truth in it, but not quite the truth.  I received the CPAP unit 8/1/13, not 9/17/13.   At that time I did give them all the required information, they either lost it or didn't process it correctly.   So it was over two months I was without supplies.  In addition the response makes no mention of my other points with regard to bad customer service.Next point I sent Apria notification of discontinuance of service 1/6/14, and reminders after that.  They billed me, [redacted], my supplemental insurance company and my credit card for three months service ending in February, 2014 by way of reply.   After many complaints by me to [redacted] an adjustment was made by [redacted] to collect and adjust Apria's account.  However, my supplemental insurance company has never been paid back, approxiamately $150, when queried I was told there was no procedure to recover that amount.  I am asking the Apria to prove that they repaid the amount to my supplemental insurance company.   My credit card was charged twice by Apria, once in October of 2013 and again February, 2014.   Neither one was justified.    All Apria billings were late, but paid within a reasonable amount of time by [redacted] and my supplemental insurance company after receipt of the invoices.   As a result I had to close my credit card account as I was wary of being charged again by Apria.   I would like Apria to send a letter to the credit card company with a copy to me explaining they were at fault for incorrectly charging my account both times.  I doubt if I will be able to use that credit card company again unless the letter is written and sent.Revdex.com Thank You for taking my complaint.   Let me know if the documentation is not sufficient.
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.**However, my insurance company has not alerted me to a credit being issued.  Today is 6/12/15 and the credit was issued 5/14/15 which is 29 days.  I will have to believe that the credit will be issued.
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.
[APRIA, did not tell the entire truth.  And your customer service sucks! However, yes you did ship the order only because of this report.  You made NO attempt to contact me on these dates.  Your company has 2 numbers to reach me or my wife and she did NOT recieve a call.  Once she got home today, low and behold there was a box from APRIA.  Just know after this order, your services will no longer be needed.  We have found another provider.  Hope they put you out of business with enough complaints.]
Regards,
[redacted]

We have reviewed patient account and confirmed that on October 27, 2015 an adjustment was entered for the item he received and he was advised to discard or donate the item and would not have to return it. A payment reversal was completed and also a request was entered on October 27, 2015 to refund...

his insurance [redacted] for payment made for the item. We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.

We have reviewed patient's account and confirmed that she received her breast pump provided by Apria on May 1st, 2015. Patient signed the Sales, Service and Rental Agreement acknowledging she received the equipment and also authorizing her credit card to be placed on file for any charges not covered...

by the insurance. Patient's [redacted] Plan only authorized the use of the breast pump for one month at a time and on June 1st, 2015 patient called to have an extension for the use of the pump and was informed by customer service that we need an extension from [redacted] and the doctor. Patient called on June 4th, 2015 to inform us that the doctor. sent in an extension for the breast and was informed that the information was still not on file. The equipment use was extended for another month from June 8th, 2015-June 30th, 2015. Patient called our office requesting the equipment not to be picked up and was informed the last extension order we received was for June 8th, 2015-June 30, 2015 and that she would have to make contact with her doctor.  We received another authorization until July 31st, 2015. Patient was informed that [redacted] only authorizes the breast pump for a month at a time and because the equipment was not returned and no additional authorization was received the equipment was converted to a purchase as of September 18th, 2015. The amount of $588 was charged to patient credit card that was authorized to be placed on file. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

We have reviewed the patient’s account and confirmed that the necessary corrections have been made to his account as previously stated and corrected in order to bill the claims correctly going forward. Claims for November 11, 2016 were placed back under the insurance and removed from patient responsibility. At this time, the patient’s account reflects a deducible and copay balance of $134.96 for dates of service February 2, 2017($130.81) and February 11, 2017($4.15) for the monthly rental of his oxygen equipment. We have created a detailed itemized statement for patient’s review. It was sent to the address we have on file. Our system does reflect that you have made payment for invoices for January 2017 therefore there are no outstanding invoices for that date of service. At this time, there are no claims in collections therefore, there is no negative activity that will reflect on your credit. Your open balance currently is $134.96 with a claim currently pending payment from the insurance for date of service February 11, 2017 amount ($37.31) for your oxygen gas home system. 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 purchase from ApriaDirect.com. We have reviewed your account and confirmed that due to your dissatisfaction with the product, we have refunded your account. In addition, a complimentary replacement...

of the product was shipped to you on November 20, 2017.   Again, we sincerely apologize for any inconveniences or challenges 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

Thank you for contacting Apria Healthcare regarding your recent customer service experience. During a review of your records, we have confirmed the prescription did not qualify per [redacted] guidelines. Both you and your physician have been notified as to the reason the order has not been processed....

Once the updated prescription is received the order will be processed.
Again, we sincerely apologize for any challenges and inconvenience this has 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

We have confirmed that the patient received oxygen August 25, 2015 through January 14, 2016 and has paid all copays billed, however she ordered a portable oxygen concentrator and batteries September 09, 2015 for travel. These items were billed as self-pay. The patient was advised that Medicare may...

deny for same/similar equipment. She was initially billed a copay but was later billed the remaining self-pay balance. She signed an advanced beneficiary notice choosing the option to receive the items but not to bill Medicare, she would be responsible for payment and can’t appeal if Medicare isn’t billed. The patient was billed a total of $325.00 paid $65.00 initially and $144.00 leaving $116.00, which has been sent to collections. We have mailed the itemized billing and taken all appropriate steps to resolve the issue to the patient’s satisfaction.
 
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]

We have reviewed patient account and have completed a detailed itemized statement as requested and have sent the information to the address we have on file. We apologize for any inconvenience this may have caused.
 
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.
While I'm glad that Apria has apologized for all the "mis-communications", their apology doesn't solve my problem.  Because Apria lied about the cost of the test, and lied when they said that [redacted] (the 3rd party vendor) would not need a pre-authorization from my insurance ([redacted]), I am now left with the responsibility of paying [redacted] $26.02.  I want Apria to send me $26.02 to reimburse me.  After all, it was Apria's lies that placed me in this situation.  Also, they need to better train their staff to prevent such "mis-communications" (i.e. lies) in the future.
[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 never requested to be in the ordering system as this business indicates.  from day one I told them not to contact me for supplies as I would get them else where. they continued to contact me anyway. further ... my requests to be taken off their call list were ignored. the internet is full of complaints by this business from customers experiencing the same annoying calls despite hving to the business to stop.  i have phone records to prove they called more times that they have addmitted to.  if we cant settle the compensation I have no problem escalting this claim to the legal forum is need be. this companys response is not accepted. they will continue to recieve complaints from me as I have had to endure their annoying phone calls so desperate to make a sale.
Regards,
[redacted]

We would like to apologize for the level of customer service you recently experienced regarding your respiratory supplies. After a review of your records, we confirmed the delay was due to an invalid prescription from your ordering physician. Apria has since received a valid prescription from your...

ordering physician. As of November 3, 2017, the respiratory supplies were shipped to you.   Again, we sincerely apologize for any inconvenience or challenges this issue may have caused you. 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 he did not receive a written response to his November 4, 2014 dispute letter. He is requesting for the automated calls to stop. He also has requested to be reimbursed the amount in dispute unless Apria can justify otherwise.RESPONSE We have reviewed Mr. [redacted]’s...

account and found the dispute letter he had sent in November 2014. We apologize that our representative did not contact Mr. [redacted] and discuss the billing issues with him, we have used this as a training opportunity. We have also removed his phone number from our automated calling system. After further review of Mr. [redacted]’s account, we found that he received a new BIPAP unit, humidifier and supplies on August 18, 2014. Mr. [redacted] has insurance coverage with [redacted] which pays at 85% leaving Mr. [redacted] responsible for 15%. On August 18, 2014 for the rental of the BIPAP unit, Apria billed the allowable amount of $214.00 to [redacted], which paid $181.90 leaving Mr. [redacted] a balance of $32.10, which paid $550.48, leaving Mr. [redacted] a balance of $97.15, which was paid on August 24, 2014. The purchase claim was submitted to [redacted] on September 18, 2014 in the amount of $1706.00, [redacted] paid $1450.10, leaving Mr. [redacted] a balance of $255.90, which was paid on September 18, 2014 in the amount of $209.94 and on December 3, 2014 in the amount of $45.96. Mr. [redacted]’s open balance as of today is $0.00 with no pending dates of service. 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

We have reviewed the patients account and the patient is correct that she has made the 20% coinsurance rental payments for her CPAP unit for the months of January and February 2015 for $16.39 each month. The payment of $16.39 taken in January 2015 was used to pay the January 2015 rental coinsurance amount. The payment of $16.39 taken in February 2015 was used to pay the February 2015 rental coinsurance amount. The payment referenced in October 2015 in the amount of $85.95 was for the $16.39 coinsurance amount for the March 2015 rental coinsurance and for $65.56 which the patient’s insurance applied to her deductible for the January 2015 rental. Typically the insurance would pay $65.56 each month for the rental of the CPAP and the patient would be responsible for only the 20% coinsurance of $16.39. However, for the month of January 2015 the insurance did not pay their portion of $65.56, but instead applied the amount as the patient’s responsibility because she had not met her deductible with them. The payment made in October 2015 in the amount of $85.95 was disputed by the patient with the credit/debit card company, the amount of $85.95was taken back from Apria. Because of this, the balance remained open for the patient, and since no new payment was made to pay the balance in full, unfortunately the balance has since rolled to an outside collections agency. We are happy to provide the patient with a full detailed print out of her account showing all billing, insurance, and patient payments upon her request. If the patient would like to further dispute her responsibility of the additional deductible amount applied to the January 2015 invoice she will need to contact her insurance directly or review her explanation of benefits provided by her insurance company. 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.
Regards,
[redacted]
Apria is not giving full details or true detail. I gave them insurance information in June 2015, because my insurance started July 1, 2015, and wanted the to have correct information for billing purposes. They obviously have not read my account notes, because I clearly stated to them SEVERAL times that I could not get into my online account, and have requested for a paper statement, and they escalated my request to several departments, a far asa level 3 customer service agent, and everyone one of them declined to send me a paper statement, said it was impossible.  I am not sure why Apria does not read client notes, quite possibly because they lack the skills in putting notes in.  I have never had to deal with this kind of unprofessionalism . They never sent me a new contract, and I do understand since I started a new insurance company, that a new contract would be forthcoming, but of course, never, ever received one, much less signed one.  The only contract I have is the original contract, which would have ended in October 2015.  I did make several payments in the time frame from when I switched insurance/jobs, I have receipts. They , I believe, were only $50.00 each, and that is because they would only send online statements. In fact, in one of the conversations with Apria, it was about my balance, it was inflated for supposedly "equipment/supplies" that was on the original contract for purpose of replenishment, which we never received. I informed them, and they argued with me they were left on my doorstep. I never got them, they said it was my issue, not theirs. I am/was on an automatic replenishment, and asked to be removed, they need to check their notes on this matter, I asked to be removed from the auto replenishment, they SAID they would comply, and to no avail, they sent out an auto-replenishment, which I "refused", and had sent back. They have spoken to my wife several times, myself NUMEROUS times, and now they are having a collection agency calling, which I consider harassment. All of this grief could had been avoided if they would have just sent a darn paper statement as requested. We have repeatedly asked them to stop these calls (at all hours),knowing that I had contacted their corporate office and the Revdex.com, and to no avail, they continue the calls.  I need this resolved to MY satisfaction, the proper way, a paper statement for all services since inception, all payments, the changes made, the new contract, and then we can come to terms for payment.  I will NEVER give them a comment that is good, they have TERRIBLE business practices, and even worse, their customer service agents are the very worst in the industry. I wish I never had to do business with them, but, Apria was the ONLY choice via my insurance. without my CPAP, my health would deteriorate, and now the stress they have given me, has caused other issues.

We have reviewed patient account and confirmed that the order was requested for bed and walker on May 27, 2016 but as of May 31, 2016 it was confirmed that patient bed was out of stock and patient was informed by customer service that he will be contacted in regards to the bed. The local branch...

manager requested on May 31, 2016 that patient be provided a standard bed that day until the mattress for the HD bed is ordered as the branch had the frame but not the correct mattress and patient was informed he would be contacted once that item has been received. Customer service was unable to complete the order process because patient had a copay due of $32.08 and was informed per our policy we have to obtain payment prior to the equipment being shipped out but patient stated he will pay when he receive the equipment. Patient was informed initially that he did not receive the walker with wheels because we needed a prescription but as of July 6, 2016 the order was processed for the walker wheel attachment. On July 7, 2016 our customer service department contacted patient to go over benefits and copay for the air mattress and patient stated he would like to put the order on hold until he speaks with his nurse and requested customer service follow up with him on July 8, 2016. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
Apria Healthcare LLC

We sincerely apologize for the level of customer service you recently experienced. After a review of your records, we confirmed that on January 26, 2017 all the respiratory equipment has been picked up from your residence. Also, we confirmed that the billing has been stop on January 26, 2017 and...

was not sent to collections.     Again, we sincerely apologize for the inconveniences and challenges you experienced.  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:  Ms. [redacted] contacted the Revdex.com advising of her frustration with the delay in getting an appointment with Apria Healthcare for her mask fitting.  She advised she had been trying for two months to get the appointment set up.  She further advised that when...

she called she would receive inconsistent responses from various Apria agents in regards to why there was a delay in getting the appointment.  At one point she was given an appointment and later discovered Apria would not be able to bill the insurance for her based on missing documentation.  She was reaching out to request a formal review of her account with a clearly defined explanation of what was necessary to move forward so she could obtain her much needed pap supplies.   RESPONSE Upon receipt of this concern the account was reviewed and we attempted to contact Ms. [redacted] on 08/05/2015 to advise her of the outcome of the review.  It was noted that the order originally came to Apria on 05/26/2015.  Upon receipt of the order a request was sent to the physician for missing documentation.  Specifically, a copy of the sleep study, a copy of the re-pap face to face and a copy of a compliant device download.  All of the items are required to be on file prior to billing [redacted].  Unfortunately due to Apria agent error, the request for the prescription for the mask refit was not submitted to the physician.  It is noted that Apria did have several conversations with Ms. [redacted] but it appears that during each conversation the information Ms. [redacted] received was either inaccurate or incomplete.  At one point an appointment was made for the mask fitting but at that time Apria did not have a prescription for it so the appointment was cancelled.  On 08/05/2015 after receiving this concern we reached out to the physician specifically asking for a prescription for the mask refit.  It does appear that all other documentation has been received.  We have left voicemail for Ms. [redacted] to contact us, providing her a direct contact number.  Once the prescription is received we will move forward with making the mask refit appointment.  When speaking with Ms. [redacted] we will offer an apology for the frustration she has experienced in her dealings with Apria.  Clearly this has been a frustrating experience for her.   Sincerely,     [redacted] Area Customer Service Manager