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.
Regards,
[redacted]
Apria states they have made phone changes recently to reduce response times and I did not experience this recently. Thank you.

ITEM # 1: Mrs. [redacted] is requesting to be billed for her PAP supplies however, the insurance she has requires her to pay for the PAP supplies prior to Apria shipping the supplies to her. Apria’a billing department was able to send her a copy of the prior bill for her viewing. RESPONSE: Three...

messages have been left for Mrs. [redacted] to call back. Here are the following dates of contact. Message left 1/19/2015, 1/20/2015 and 1/21/2015. Sincerely,[redacted] Customer Service Supervisor Apria Healthcare

We would like to apologize for the level of customer service you recently experienced. During a review of your records, we confirmed that patient’s spouse was contacted regarding the reason for the delay for delivering the equipment which she received on May 13, 2016. Please note management has...

addressed your concerns and has used this opportunity to retrain and coach the staff. 
 
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 would like to apologize for the level of customer service you recently experienced. After a review of your records, we have confirmed there was a delay in the delivery of your equipment due to a backorder from the distribution center. Once the branch received the equipment, the branch employee...

attempt to contact you to make arrangements for the delivery of the equipment for 10/20/16.
 
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:  Customer service issues regarding contacting the local branch.  RESPONSE Apria’s Desired Settlement:Contacted customer and reviewed – Apria’s Customer Call Center on 12/8/14Unable to contact branch directly – Apria has centralized customer service.  Branches no longer staff...

for customer service issues – Apria’s Centralized Customer Call Center phone number is ###-###-####Customer had issues ordering new pap supplies for her machine – Apria has a dedicated department for ordering pap supplies  - Direct Phone line ###-###-#### Track and schedule needs of customer’s resupply orders – Patient was enrolled in Apria’s Automated Resupply Service on 10/17/2014 Policy in terms of making sure to check in with customer’s health insurance coverage – Patient’s employer changed health care carrier in July 2014 – Apria was not notified of change till 10/2014 – Apria received a denial from previous insurance carrier and notified customer to obtain new insurance information. Apria has submitted the claims to the correct insurance carrier on 11/19/2014.  Customer wants an update of charges submitted to her insurance carrier.  Apria’s Patient Pay Management Center will be sending customer an itemized statement of charges. [redacted] Area Customer Service Manager

We would like to sincerely apologize for the mis-informed information we previously provided you indicating you had been refunded $67.99. We confirmed there was a problem with processing the refund on your credit card as this caused the delay. Your refund of $67.99 was sent to you on April 12, 2017 in the form of a check.   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 reviewed the patients account with assistance from our insurance team and confirmed that a corrected claim with the correct diagnosis has been submitted to the insurance for payment.  The invoices placed with collections have been removed, therefore; the patient is no longer...

responsible for the charges. 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 with assistance from our management team and confirmed that the oxygen equipment was approved by her insurance plan [redacted] to be covered at 80%. This leaves the patient responsible for a 20% copay. Therefore, the billing has been corrected and a request has...

been submitted to refund the patient an overpayment of $560.07 which patient will receive in check form. Our management team is also aware of the issues with the equipment deliveries and will use this as a training opportunity to ensure great customer service is provided going forward. 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.
Refund has not been received.
Regards,
[redacted]

After a review of the payment information provided, we were able to track down the payments that did not automatically post to the patient’s account. The payments have been applied to the account.  A billing specialist contacted the patients spouse and assisted them with their account.  Again, we sincerely apologize for any inconvenience or challenges this issue may have caused. We greatly appreciate you taking the time to bring you concerns to our attention. Coaching and reeducation has been provided to the staff to ensure payments are posted accurately and timely.    Sincerely,  Apria Healthcare LLC

We have confirmed that a credit card is required when there is a cost of goods associated with Apria’s rental equipment and must secure assets. Apria Healthcare require verbal or written consent in order to charge credit cards. If a patient does not have a credit card we do make allowances in which a friend or family member may put their card on file and can choose not to have the card billed for reoccurring fees. We realize this may be an inconvenience for some, however that is our policy at this time.
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. Once I receive the report, then I will make payment
Regards,
[redacted]

May 12, 2015Revdex.comSan Diego, CAAttn: [redacted]Dispute and Information Analyst Lead[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 Ms. [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:Ms. [redacted] states that she had $48.40 deducted from her checking account on December 26,2014. She called and spoke with someone in Apria’s billing department and was told that shewas not a patient and should not have been charged. She faxed in the copy of her bank statementto get the matter resolved, however no one has called her back.RESPONSE:I called Ms. [redacted] and requested that she fax the banking information over to me toreview. After having our cash posting center review the payment we found that Ms.[redacted]’s banking information was attached to her mother’s account. I called anddiscussed with Ms. [redacted], who thanked me for my help.Sincerely,[redacted]Billing Center Quality Specialist

The patient received a cpap machine and supplies February 9, 2016. He initially paid $603.27 for the set up as it was verified, his deductible wasn’t met. The incorrect payor was billed causing the claims to be paid in error by the insurance and patient. The payments were reversed to bill the...

insurance correctly causing the patient to receive a bill, in which the patient’s payments were reapplied and insurance refunded after the claims were resubmitted and processed towards the patient’s deductible. The monthly cost was $77.65 with the patient billed $14.88 as copayment and the remaining amount as deductible. His machine billed for ten months, with November 9, 2016 being the last time the equipment billed, however he still have a balance of $182.23 due to his payments being reversed for credit card dispute he filed and one final claim is still pending insurance from June 9, 2016 for $62.12. Apria Healthcare will work with the patient on balances incurred as we have several payment options. The patient may notify the billing department in regards to these options and settling the account. We do apologize for any 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 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. Thank you very much for your help!
[redacted]

We have confirmed that the patient was initially set up with a cpap machine and supplies which included nasal pillows September 28, 2016. He placed orders through the pap portal and advised eligible items will be shipped within seven to ten business days. Apria Healthcare also called and left voice messages regarding the patient’s order, when the call was returned he was advised to call back when he was eligible for the supplies. Deliveries were made to the incorrect address as there has been three different addresses provided for shipping and the order was shipped to a previous address. Although charges may reflect immediately on his credit card, it does take seven to ten days for a payment to post in our system. Statements are generated once a month and will not reflect on the online system until the next statement date. We are thankful for the feedback and apologize for any miscommunication.   Sincerely, Apria Healthcare, LLC

We have confirmed that the only pick-up request noted on the account is November 19, 2015. The patient began being billed for copays September 8, 2015 through November 8, 2015 for the time the wheel chair was in his possession. The patient was sent a statement each month notifying him of a balance. The patient’s wife has been contacted by Apria Healthcare’s Level Three Billing Specialist and given a direct number to discuss the account if they have any other concerns. We believe that we have taken all appropriate steps to come to an amicable resolution.
Sincerely,
Apria Healthcare LLC

The original contract with [redacted] was for 12 months, we do apologize that you were informed with incorrect information.  Since the insurance changed prior to meeting the contract, the contract would start over with the new insurance.  This was communicated with you when you spoke with one...

of our reps on 1/10/2017.  However, due to the miscommunications and for customer service purposes, we have converted your equipment over to sale honoring the 12-month rental.  Since Apria is honoring the 12-month rentals and then sale of the equipment, we will be refunding the patient for any over payments made over the 12 months.   Apria does show that a payment was made in January, however the payment applied to the oldest invoices first.  The payments applied to supply invoices from October, which is why the supplies balance is still open for January.     We apologize for any inconvenience this may have caused.  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]...


When discussion took place between myself, [redacted], and Apria earlier in the year over the incorrect billing as mentioned in Apria's response, I asked to be removed from the maintenance agreement then. I was told by Apria that a request to terminate the agreement was made and that I would not receive anymore bills on this equipment. So the recent bill received in June of 2016 is invalid and should be removed and the account closed as requested.

We have reviewed patient account with assistance from our Customer Service Team and confirmed that patient placed an order for supplies on October 30th, 2015 but the order was not processed because the chamber was not covered by the insurance. On November 3rd, 2015 customer service left a message...

with patient to return their call for the chamber to be removed so the order can be processed.  Patient spoke with Customer Service on November 4th, 2015 and advised that his coverage had termed and he
 
wants the chamber removed. Patient was transferred to Customer Service CPAP supply department and when speaking with them he requested the chamber to be removed so the order can be processed. He verified the insurance on his account but did not advise it was inactive. The correct order was processed, therefore, the charges are valid. At this time, patient has an open balance of $186.78 for date of service November 19th, 2015. Also, for the oxygen concentrator rental because the equipment was not picked up until November 23rd, 2015 after the billing date. There is also has an outstanding balance of $352.33 in collections placed with West Asset Management for the CPAP supplies received on November 4th, 2015 as patient insurance had termed.
 
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
Apria Healthcare LLC