Apria Healthcare

We have confirmed that the patient has been informed of Apria Healthcare’s new policy. Per this policy, it is required to have a credit or debit card on file to provide services, however the patient may request to use an alternate form of payment and not charge the card. The patient is required to pay for the amount indicated as his copay or deductible by his insurance before supplies are shipped. We do apologize if this has caused an inconvenience 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.
[Attached is the email from [redacted] Hamilton from Apria stating we are owed a refund on page 2.  I  have highlighted that.   Attaches is also the claims for December 2014, March 2015, August 2015 and September 2015.   I other documentation I can submit if need be.    On 3/30/16, [redacted] an [redacted] rep and myself on the line called Apria.  We spoke with [redacted] in the Payment department.  [redacted] stated to [redacted] that the August 2015 and the September 2015 claims were providers responsibility not the patients.  Since the patients out of pocket expense had been met.  He stated he would check into this.   These EOB's and statements are attached.   Please contact me if you need anything else.]
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.
In regards to case #[redacted], the matter is still not resolved at this time.  This company continues to change the answers to this matter each time a call is made to them.  I was quoted $31.48 and charged $104.96 (overcharged $73.48).  I then confirmed the charge with someone named [redacted], and then I was sent to billing on 1/7.  On 1/8 I spoke with [redacted] in billing who also confirmed that I should have been charged only the amount of $31.48...and said she would process a credit of $71.33 (which is not the full amount owed back to me).  I questioned why it wasn't the full amount and then spoke with a manager ([redacted]) who agreed that I should have only been charged $31.48 and that she would credit me the full amount of $73.48 back onto my card.  I waited several days and an additional UNAUTHORIZED charge was made to my card of $3.64, and a credit of $71.33 (not the amount Manager [redacted] quoted me...) So I am still owed a credit of $5.79 ($3.64+$2.15).  Now all of the sudden the story changes again once the Revdex.com gets involved....and now not only have they not given my the credit that is due, now they are claiming that I owe additional money??  So I am being penalized because not 1...but a total of 6 people that I talked to at the company are incompetent?  I will be happy to return the supplies back for a full refund...but under no circumstance should my card be charged more then the amount quoted.  These are fraudulent charges.  I still expect to receive my $5.79 credit and a copy of my prescription (I also requested the copy of the script in my complaint, and they did not address that issue at all).  I also expect that the newly found amount that I now "owe" according to Apria be removed from my account.  I would like paperwork showing that I do not owe them any additional money.  Again, I will be happy to send the products back if they can't honor the quote that was originally given to me.  Thank you,[redacted]

We have reviewed the patients account and have removed the balance placed with Global Receivables Solution: therefore, patient is no longer responsible for the charge. We have also notified Global Receivables and the information will not be reported to the credit bureaus. 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.
Unfortunately, it appears that Supplier makes no effort to address Complainant's concerns as described in the original complaint; ensuring customer satisfaction and accurate billing cannot be accomplished by merely offering an apology for "miscommunication".It is the opinion of Complainant that the response provided by Supplier indicates an overall "policy" tone; and, does nothing more than regurgitate general information likely obtained from a high-level review of Complainant's account as maintained by Supplier's filing system.Complainant respectfully requests Supplier to review the original complaint again with careful and diligent attention given to the negligent conduct performed throughout on Supplier's behalf; otherwise, Complainant respectfully requests Supplier to adjust Complainant's account for the full amount of the medical equipment provided.
Regards,
[redacted]

Item # 1:  Patient stated she asked Apria Healthcare if her oxygen was covered under her new insurance and was assured it was covered but six months later she has received a bill indicating she is responsible for the charges.RESPONSE: We have reviewed patient account and confirmed that the open...

balance of $227.90 was removed from patient responsibility and has been sent to our insurance department in order for claims to be submitted to [redacted] Plan for payment. At this time patient would need to allow time for claims to be reprocessed for payment status. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

ITEM # 1: Mrs. [redacted] has been having several issues with trying to speak to the correct department for PAP supplies. She has spent multiple hours trying to contact Apria to get supplies and figure out if she has been over billed for her PAP unit. RESPONSE: Contact was made with Mrs....

[redacted]. Apria’s billing department is reviewing her account and I have asked it to be expedited to figure out if Mrs. [redacted] is owed any credits. At this time Mrs. [redacted] does not have any insurance so her PAP supplies are very expensive. Apria did send her one month supplies as of 01/07/2015 at the cost she would have paid when she had Blue Cross insurance. No mention of when Mrs. [redacted] will obtain insurance was discussed to lower her costs of PAP supplies. Sincerely, [redacted] Customer Service Supervisor Apria 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.As of today, Dec 19th, the account doesn't show the adjustment, but their website does indicate it could take up to 5 days. Thank you very much for your help.
Regards,
[redacted]

We have confirmed that the patient was contacted March 22, 2016 advised of amount due $393.15 because deductible wasn’t met and ten month rental. He signed the sales service and rental agreement, agreeing to terms and conditions and also accepting financial responsibility if the insurance didn’t...

cover. The cpap will bill at a rate of $58.84 for ten months then will go under maintenance billing once every six months. His insurance covers 100%, however the patient will be billed until he has met his annual deductible with his insurance. The first statement received April 22, 2016 was $381.78, which covered supplies and first month rental. The rental contract with the insurance, including pricing and length of rental is non-negotiable. There is no indication that information was withheld from the patient. He may return the equipment at any time, but he will be responsible for any charges that have incurred due to the machine being a rental. Supplies are returnable if unopened, within thirty days and billing may be adjusted. We do apologize if there was any 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.
=============== Revdex.com Apria continues to bill me directly instead of my insurance. Have called multiple times to have this resolved, but nothing ever happens. Has been over 2 months now with no progress. 3/1: two unauthorized charges to my credit card from Apria alerting me to an issue 3/4: [redacted] from billing department verified my insurance insfo and said would resubmit 3/28: No update, so I faxed an authorization letter to billing department 4/1: - [redacted] - reversed payment - said would bill insurance - recommended to call in 3 more weeks - after insurance pays, then I can ask for refund 4/4: Received a voicemail from Apria asking to verify insurance info. Called back. [redacted] asked me to refax authorization to general file fax in order to have it scanned in. 4/22 No contact from Apria. I called in to get an update. [redacted]: still listed as self-pay, and she would work on it. 4/25: Called Apria, [redacted] xfer to supervisor [redacted] and then disconnected Submitted insurance info again online: [redacted] Called Apria again spoke to [redacted], conference call anthem [redacted] -- all information confirmed within 5 minutes, insurance active. Apria needs to resubmit claim. Spoke with apria supervisor [redacted] who resubmitted claim and verification request, but I am not optimistic. Any help you could provide would be immensely helpful. 5/5 [redacted]. called for update. still in review. has not contacted insurance yet. 5/24 received a new bill from Apria showing that they are now re-billing me for my prior payments and have still not appropriately billed my insurance.stop billing me incorrectly. bill my insurance correctly. refund my direct payments made to apria plus interest formal apology from company
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.
To Revdex.com San Diego                          Nov. 25, [email protected] (by email)This is another followup to my Revdex.com complaint no. #[redacted] against Apria Healthcare.Today is November 25, 2015.  Apria has just delivered to my home anotherbatch of CPAP filters that do not fit my CPAP machine.  They appear to beidentical to CPAP filters I already complained about to the Revdex.com because theydo not fit my machine.  I have already corresponded with the Revdex.com pointingout that wrappers for the filters that fit my machine bear a label "Tiara MedicalTCF-145" and these are the correct size.  Apria keeps sending me something else.One of the reasons I complained to the Revdex.com is that I can't get anyone at Apria to assist me on the phone.  The wait times are interminable, and any number I call, I get redirectedfour or five times, and usually, they disconnect on me and I get a recorded message"If you want to make a call, hang up and try again."  Today, I found on my home answering machine a message from a man who appears to be in India, with one of those thick Indian accents, saying he is  calling from Apria.  He spoke at such low volume that in the middle of hismessage, the answering machine cut him off because it could not detect his voice.  Itried my best to phone the callback number he gave, but on dialing what I could make outof what he said was the number,  I got a fax tone.My insurer is called Meritus Health Partners, of Tempe, Arizona,  I have already writtenthem asking if they can recommend some other health equipment provider for CPAP supplies, because of the hopeless stupidity of Apria.  I can't do business with an itoutfit like Apria.  My concern about Apria now is that the wrong filters they enclosed today come with a billing invoice and I will not pay for their repeated acts of stupidity.  I will sue themfirst.  I am sending a copy of this letter to Meritus.I want to add that I think ethics impose a limit on decency in the realm of how healthcare corporations treat individuals.  To me, Meritus has long since crossed thelimit in my case.  This is not just corporate stupidity any more, it has become meannessand taunting.  A corporation like Apria is well aware that many of its customers are elderly, ill, dependent, and have limited time on Earth.  It is an ethical outrage for a healthcare corporation to make it necessary for an aging customer like me to waste my time complaining about them and their stupid misconduct.  I have limited time to live - time that it is an ethical outrage for a corporation to waste by humiliating the customer with its stupid [redacted] over and over and over and over.  [redacted]  [redacted]Meritus policy no. [redacted]Meritus address: Ste. 113, 2005 W. 14th St., Tempe AZ  85281
Regards,
Miriam Klaiman

Apria Healthcare has confirmed payments received and explained dates applied. The last payment of $42.64 was received February 5, 2018, applied $21.32 to December 25, 2017 service date and $21.32 to January 25, 2018 service date. The payment of $21.32 received January 31, 2018 applied to November 25, 2017 service date. There has not been an over payment made on the patient’s account and no refund is due. We believe all appropriate steps have been taken to resolve this matter.   Sincerely, Apria Healthcare LLC

We have reviewed the patients account and determined we were in the process of adjusting the supply invoice from the patient as well as his insurance. Unfortunately that process can take several days. We ask our patients to be patient while these issues are being taken care of. We have verified the adjustment for the patient balance was completed on 1/8/16. We have also been in contact via phone to the patient’s insurance and have faxed a letter to the insurance on 1/8/16. 
We ask the patient to allow time for the insurance to complete the adjustment process on their end. For the convenience of our patient we have mailed the patient an itemized statement to show the balance has been adjusted from our system, this correspondence was mailed to the patient’s home address on 1/8/16. 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 upon receiving the wound care pump and supplies September 01, 2016 she was contacted regarding payment for deductible. The patient had no checks or credit cards available due to being discharged from the facility. The market vice president was contacted regarding the pump being a free trial and was not aware of it being so. The patient is responsible for balances and need to contact the medical center if she was told it was a free trial as Apria Healthcare was not apprised of that arrangement and billed for services provided base on her insurance. 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:Ms.[redacted] wants an itemized statement every month stating payments applied/owed.RESPONSE:We have reviewed Ms. [redacted]’s account and found that she received a BiPAP deviceand supplies on November 17, 2014. We submitted claims to [redacted] on behalf ofMs. [redacted] and sent her statements for her...

20% copay. Per the [redacted] contractfor the BiPAP it will rent for 10 months and convert to sale in the 11th month.The first statement was mailed on December 3, 2014, in the amount of $51.07 for theNovember 17,2014 claims. On January 3, 2015, we mailed a statement in the amount of $78.31,for the November 17, 2014 ($51.07) and December 17, 2014 ($27.24) claims. The February 3, 2015 statement showed previous balance of $78.31, a payment of $78.31 that posted on January26,2015 and a new charge of $27.24 for the January 17, 2015 claim that was due.We received an additional payment of $54.48 on February 25, 2015. The payment of$54.48 was applied to the January 17, 2015 ($27.24), February 17, 2015 ($20.43)claim, which left $6.81 which was applied to the March 17, 2015 claim. Wemailed a statement on April 3, 2015, for the remaining balance due of $13.62for the March 17, 2015 claim.On April 10, 2015, we received a payment of $54.48, which has been or will beapplied to the following. The remaining amount of $13.62 for the March 17,2015, $20.43 for the April 17,2015 claim and $20.43 will be applied to the May 17, 2015 claim once it books.Ms.[redacted]’s statements are generated to process on the 3rd of each month, however if there is no open balance, a statement will not generate. Ms. [redacted] will not receive a June 3, 2015 statement as the May 17, 2015 claim has already been paid. The June 17, 2015 claim will book on the 17th and the statement will be generated on July3, 2015. We have mailed Ms. [redacted] an itemized statement for her records and asks that shecall us with any questions. We apologize for any inconvenience and miscommunication this may have caused asour goal is to ensure customer satisfaction as well as accurate billing.Sincerely,[redacted] Billing Center Quality Specialist

We have reviewed patient account and confirmed that claims for dates of service April 28, 2016 through July 28, 2016 for the monthly rental of her oxygen concentrator have been submitted to her insurance and currently pending payment from them. Patient insurance plan Medica covers claims at 70%...

leaving patient responsible for a 30% copay and at this time patient account reflects an outstanding copay balance of $187.20($46.80 per month) for those dates of service.
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 find that this resolution (them adjusting of the 157.00) would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I spoke with Highmark BC/BS again this morning. They did confirm that we do not owe any money to Apria for any of the prior claims. They confirmed to me which claims were paid for the equipment, through April 2017. For [redacted]: 1/12/17 [redacted]  61.912/12/17 [redacted]  61.913/12/17 [redacted]  61.914/12/17 [redacted]  61.91 For [redacted]:12/23/17 [redacted] 61.911/23/17  [redacted]  61.912/23/17  [redacted]  61.913/23/17  [redacted]  61.914/23/17  [redacted] DENIED because incorrectly billed by APRIA. Highmark asked that it be corrected and rebilled and they will pay it. For monthly billing beginning May 2017, APRIA may use our new insurance: [redacted] Health. May 1, 2017 forward. Group # [redacted]Member: [redacted]
Member ID: [redacted]Dependent: [redacted]
 Regards,
[redacted]

We have reviewed patient account and confirmed that claims were sent to BCBS on July 9th, 2013 and were also sent again on August 27, 2013 due to information received from BCBS that the claims were not on file. At this time we have contacted the insurance and will be working with them to...

confirm if claim information can be sent again for processing for possible payment. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

We have confirmed that the contractual pricing was corrected. The patient received a 90 day supply order for his cpap machine. The patient was sent 2 cpap foams and seals November 5, 2015 and February 09, 2016, which didn’t complete a 90 day order. Due to not receiving a full 90 day order the...

patient is only eligible for 1 per 30 days and the insurance denied the second one. The patient was billed an additional $42.83 for each month for a total of $85.66. This amount has been adjusted from the patient’s balance. 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 equipment. After a review of your records, we confirmed that we no longer carry parts from the manufacturer for this respiratory device. According to the insurance provider’s guidelines...

monitoring the client usage of the equipment is typically for the first 90 days. In addition, a new modem was shipped via [redacted] to the address on record. Also, we confirmed that your respiratory equipment was in working order, the problem was with the external modem only.   Again, we sincerely apologize for any inconvenience and/or challenges this issue 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.