Apria Healthcare

We have reviewed Ms. [redacted] account and confirmed that we have requested that her phone number is removed from all of our dialer systems. Ms. [redacted] account reflects a zero balance and also has no collection balance. 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 would like to apologize for the level of customer service you recently experienced regarding the pick- up of your Durable Medical Equipment (DME).  After a review of your records, we have confirmed that several attempts to pick up the equipment were made in 2017 and January 2018....

 Unfortunately, there were no records of the new address; therefore, the technicians went to the old address.  The technician did notify us the patient no longer lived at that location. On February 1, 2018, the technician arrived at the new address; however, the patient was not home. Therefore, we have re-scheduled the visit for February 6, 2018.  Again, we sincerely apologize for any inconveniences or challenges this issued may have 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

ITEM # 1:  
Mrs. [redacted] is requesting for Apria to bill Mr. [redacted] insurance appropriately and stop sending his account to collections for money he does not owe.
RESPONSE
We have reviewed Mr. [redacted] account and found that he received a CPAP unit and supplies on July 26, 2013. Apria verified...

and submitted claims to Blue Shield of California (BS) on the patient’s behalf. BS submitted payment for the July, August and September 2013 claims. BS denied the remaining claims because Mr. [redacted] was non-compliant.
Mr. [redacted] was non-compliant from October 26, 2013 – April 26, 2014 claims. We mailed Mr. [redacted] numerous letters to notify him for assistance in getting compliant. We did receive the compliance letter back signed by the doctor; however we have not received the download to show that Mr. [redacted] has used the CPAP unit from October 2013 – April 2014. Apria is trying to obtain the download at this time to submit with signed compliance letter to Mr. Denis’s insurance.
We apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
Billing Center Quality Specialist

We have confirmed that the patient returned the equipment October 28, 2015 with no new billing to generate. The patient does have a balance of $185.78 for dates of March 10, 2015 through October 10, 2015. All co-payments due were paid, however,  the payments were reversed as a take back from...

her bank and or credit card company on March 15, 2016 causing the balances to regenerate. The dates of service August 10, 2015 and September 10, 2015 insurance portion was adjusted therefore we adjusted the patient’s copayments of $22.40 for each date and the final balance due is $140.98. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
Apria Healthcare LLC

On 9/11/17 the patient called in and ordered supplies with Apria Healthcare. .  The patient had not placed an order in years, and the agent assisted the patient and ordered all supplies necessary and eligible for the machine.    When quoting copay, the agent informed the patient,...

this is an estimate and could be more depending upon if you have met your deductible or not.    Next the agent asked for payment method and the patient updated the credit card on file. The patient was then asked would you like this card to be automatically billed for all future charges, and the agent was given the verbal confirmation of yes.  This gave authorization to bill card, which is why when the order was processed with the insurance and a deductible was still due, the card was billed the $183.91.   We do apologize that this was not better explained to the patient.  However, we did advise copays were an estimate and charges depended upon insurance and deductibles.   When the patient called on 9/12/17 after seeing charges, the agent tried to stop shipment.  When the agent was informed the shipment was shipped, she advised the patient not to open the box and he could return it for full refund.  We can initiate a full refund once the supplies are returned.    On 10/3/17, the patient returned the unopened supplies and a refund is being issued.     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]

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I submitted a claim in the first quarter of 2015 with the Revdex.com about a billing issue with Apria Healthcare. I thought it had been resolved as of March 24, 2015 and received a letter from [redacted] from the company stating that the balance collection they had originated had been recalled and was no longer my responsibility. She also stated that I had no open invoices or balances at that time. Since the financial issues appeared to have been resolved I re-ordered CPAP supplies from them on May 7, 2015. The total amount I owed was $359.68, which was paid on May 11, 2015. I received a bill on August 3, 2015 (dated July 16, 2015) stating that I owed the company $41.77 for the supplies purchased in May. I started getting calls from the company on August 6, 2015 threatening me with collections if I didn't pay the bill within 24 hours. I spent several hours on the phone with them on August 7th trying to resolve this issue. They agreed that I had paid $359.68 for the supplies ordered on May 7 and indicated that the amount was for an earlier order. When I reference the letter from Lee [redacted] they said they would have her call me. While I have not received a call from her, I got another threatening call last night indicating that if I did not pay my bill within 24 hours, my account would be put into collections.I would like the company to immediately stop making threatening robocalls to me and to adjust the $41.77 off my bill. Over the past year, I have spent at [redacted] 50 hours on the phone with them dealing with billing issues. While I do not intend to continue to do business with this company since they obviously [redacted] be trusted, I would like to make sure that they do no ruin my credit rating because they don't know what they are doing.
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.
Im sorry, I did not put a...

response to the original message from apria...I do not accept this...if they will look further, the machine left was paid in full by medicare on [redacted] behalf and therefore, should be returned to him.  Now he cannot get a new machine for 5 years without paying out of pocket himself..he is on disability and in no way can afford to do this...he is in dire need of this machine since he has terrible sleep apnia...this is a terrible situation for [redacted] to be in and terrible for me as his mother to see him suffer like this for no apparent reason.  Thank you
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]Also to inform you that I do have a copy of the sales agreement, however, the section inteferance to the credit card, that part I did not sign. So, if they have a copy like they inform you that they do...how come they said I signed it and I did not. My signature is not on that section of the agreement because I told the representative at the time that I was not signing that part of the agreement and I did not. I will certainly wait to see if they will reimburse me for the extra charges with no explanation and the overdraft fees. Thank you for you help. Much appreciated.[redacted]

My Uncle's info:[redacted] He is a [redacted] patient.He finally got the needed equipment but it took daily calls. Promised it would be out that day. Took over a week.The care facility even kept him up hours past his bedtime because Apria said they would be there that evening.I even said "Are you sure?" And explained my uncle's condition.  My uncle is qudrapeligic and it is painful for him too sit too long in his wheelchair, waiting for Apria to finally show up days later.Thank you, [redacted]

We have reviewed the patients account and we have determined that the amounts charged for the June 9, 2015 date of service to the patient were applied to her deductible by her insurance on 11/5/15. These charges were for the rental of her CPAP unit along with the purchase of her CPAP humidifier. We...

have mailed this information in addition to the itemized statement, we have included a copy of her explanation of benefits which was obtained via her insurance website as proof of the applied deductible amount. If this information is not received in a timely manner, we ask that she give us a call (866) 505-6365 to request this information again. Because we are able to verify these amounts were applied to the patient’s deductible, and valid charges to her credit/debit card via the permission given on the sales service and rental agreement, unfortunately we will not be able to honor the request for a refund at this time. 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]

Apria Healthcare has taken many strides to adhere to the demands of the health care industry including telecommunication. We would like to apologize for any inconvenience this has caused you. We concluded that the phone number you provided has been removed from our automated telephonic system and you will no longer be receiving calls from Apria Healthcare.  Apria will not be changing its automated telephonic process.    We greatly appreciate you for taking the time again to bring your concerns to our attention.    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.
As of today 1/20/16, I...

have received two more bills from Apria - one stating that they turned in 36.82 to a collection agency and a bill stating that I owe them 110.46 and on the same day I received a check for 168.94 and then another envelope the same day from the collection agency stating that the account has been closed.  So I feel it has not been resolved. 
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.
well I contacted you on the 11/16/2015 about this same thing , and on 11/23/2015 you sent me a reply. from the company. I accepted the offer, to which the said that immediately I would get 261.56 to this date I have not received anything or have they billed the insurance. then I received bill saying that I owe them 164.38. this is in regards to complaint id number [redacted] Please help me with this refund Now!
Regards,
[redacted]

We have confirmed that the patient was non-compliant with the required usage in order for the insurance to continue authorization. The patient was then billed a self-pay rate of $107.42 per month. The patient’s wife spoke with Apria Healthcare on February 1, 2016 and was advised to have the...

doctor’s orders faxed to the insurance and our intake department. It was explained to her that once the insurance received the information they could give a new authorization and we would contact the patient after receiving the authorization. Apria Healthcare never received the new orders or a new authorization, therefore the self-pay billing continued. The patient’s wife called February 06, 2017 to return the cpap and was informed that it had converted to ownership on December 5, 2016 and would not be able to return it. The patient has been billed correctly and is responsible for all balances on the account and in collections. We believe that all appropriate steps have been taken to resolve this concern.   Sincerely,   Apria Healthcare, LLC.

We have reviewed the account and determined that the patient has been refunded for charges made in which wasn’t patient responsibility, however a refund for overdraft fees would not be provided due to the patient authorizing automatic billing for any charges on the account. An itemized statement has been mailed to the patient to reflect invoiced amounts and payments applied. We believe that all appropriate steps have been taken to resolve this matter. Sincerely,  Apria Healthcare, LLC.

Resolution Narrative:ITEM # 1: Mr. [redacted] states that he was informed the CPAP machine would cost $843.12 and he authorized the payment to be charged to his bank account. However, Apria charged an additional $787.26, which he states he did not authorize. He states that he needs a receipt explaining the...

charges to get reimbursed by his employer, which he does not have. RESPONSE Mr. [redacted] simultaneously filed a complaint with Apria’s corporate office along with the complaint to the Revdex.com. We called and discussed the account with Mr. [redacted] on November 24, 2014 and apologized for the second charge of $787.26 being charged in error. Mr. [redacted] informed us that he had already filed a dispute with his bank for the $787.26 charge. Once Apria receives the dispute from the bank, the $787.26 will be recouped back to the bank. We explained to him the charges for the CPAP unit and supplies that he received on November 13, 2014. Apria charge him for his co-pay and deductible amount because we had been informed that his yearly deductible had not been met. As of today we are waiting on UHC to process the claims, once that has been completed we will apply the remaining amount of Mr. [redacted]’s $843.12 payment to the invoices and send him an itemized statement for his records to submit to his employer. Mr. [redacted] stated that he had not received his heated tubing; therefore we followed up with him on November 25, 2014 regarding the supplies. We apologize for any inconvenience this may have caused and have used the errors that occurred as a training opportunity. Mr. [redacted] has a direct Apria representative’s phone number for any questions or issues that he should have. Sincerely,[redacted] Billing Center Quality Specialist