Apria Healthcare

Item # 1: Ms. [redacted] states that she has received a statement for a nebulizer that she had been informed by letter that had been paid in full. She states that she has tried to call but the hold times are very long and has not been able to reach anyone. She wants the bill dropped or tell her why she...

owes.       RESPONSE: We have reviewed Ms. [redacted]’s account and found that she received a nebulizer on October 7, 2013. Apria submitted claims to [redacted] and [redacted] on her behalf for payment. The nebulizer was converted to sale on November 7, 2014, however at the time there were still pending claims with [redacted] and [redacted], which we had not been paid for the nebulizer.? On March 11, 2015, we received notice from [redacted] that Ms. [redacted] had not met her spend down on the January, February and March 2014 claims. Therefore, the balance of $37.16 was referred as Ms. [redacted]’s responsibility.? We apologize for our hold times at this time, we are aware of the issues and have a plan in place to help with the hold times.   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

Item # 1:  Mr. [redacted] is requesting that Apria Healthcare inform his credit card company that it was their actions that resulted in him having to end service with them and is requesting an apology for all the issues encountered in regards to his account.   RESPONSE: We have reviewed Mr....

[redacted] account and confirmed that he received a CPAP unit on September 17, 2013. On September 25, 2013 Mr. [redacted] was contacted by one of our customer service representatives requesting secondary insurance information, clinical notes and his sleep study because the information was not on file. We obtained the information from the doctor on October 10, 2013 and contacted Mr. [redacted] to inform him that the supplies were in the process of being shipped. We obtained credit card information to secure payment for the order in the event the claims were not covered by the insurance. We received a fax from Lincare on January 14, 2014 requesting to transition Mr. [redacted] over to them but they had to obtain additional documents from us in order to complete the process. We processed the pickup of our equipment on March 11, 2014; therefore because of the delay claims for January 2014 were adjusted off and refunded to the insurance and claims for February 2014 and March 2014 monthly rental of the CPAP unit were not paid by [redacted] so no refund was processed. Mr. [redacted] credit card was not charged for any of those invoices. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,   [redacted]
 
[redacted] Billing Center Quality Specialist

We have reviewed patient account and confirmed that she received the oxygen equipment on September 8th, 2015.  We received a discontinuation order for the oxygen from the doctor on September 10th, 2015 and the pickup order was processed but then canceled because a respiratory therapist home...

visit was required before pickup. When the respiratory therapist spoke with patient on September 15th, 2015 stated she wasn’t using the oxygen but would contact our office when she wanted the equipment picked up after contacting her doctor. On October 13th, 2015 patient called to schedule pick up and it was scheduled and completed on October 19th, 2015. Our billing is setup to bill on a monthly basis and even though the equipment was not in use patient still had the equipment in her possession resulting in the charges being patient responsibility. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

ITEM # 1: Ms. [redacted] states that she received a concentrator and after finding out the cost would be returned the equipment. She is requesting to have the amount due pro-rated for the amount of time she had the equipment, so that she is not charged for the full month. She states that after she...

received a bill from [redacted] (Apria’s billing company) no one would assist her and she had to pay them to keep from being referred to collections.  RESPONSE: In researching the issues involved, we have confirmed that our records show the following in relation to the above-referenced Patient account. Apria rented a concentrator to Ms. [redacted] on December 30, 2014. At the time Ms. [redacted] had insurance coverage through [redacted]. [redacted]’s claims and payment processing are handled by [redacted] which acts as a claims administrator for [redacted]. Apria provides the equipment and supplies for [redacted] patients and submits claims to [redacted]. Apria does not bill patients directly, rather all patient billing is handled by [redacted]. Apria informs [redacted] patients that they need to contact [redacted] for any billing or pricing information. We apologize if Ms. [redacted] was not informed when she requested the concentrator be picked up on January 8, 2015 that the equipment would not be pro-rated. When the equipment is billed it is billed in a 30 day cycle and not by a daily rate. The concentrator was picked up on January 9, 2015. 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 account and confirmed that we billed from August 6, 2014 to January 6, 2015 for a cpap machine. The insurance paid through October 6, 2014, then began denying the claims due to the patient was not compliant with the usage requirement. Apria Healthcare billed the patient as...

self-pay for three months at a rate of $107.42. The patient’s father was told he did not owe the two balances because he had sent payments that were applied to the account. The final claim wasn’t billed as patient responsibility until June 25, 2015. His father called August 31, 2015 and the representative mistakenly informed him he did not owe the balance. It wasn’t billed back as patient responsibility until October 28, 2015. No other statement was sent to make the patient aware there was a balance due and was sent to an outside collection agency. Due to being misinformed and not receiving a final statement Apria Healthcare has removed the balance from collections. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
Apria Healthcare LLC

Revdex.comSan Diego, CAAttn: [redacted]Dispute and Information Analyst Lead[redacted]Re: Apria Healthcare Inc.: [redacted] STOCKTON, CA-[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] stated she informed Apria Healthcare of her insurance change in November 2012and we failed to update the information in our system resulting in her daughter receiving a bill for$186.78.RESPONSE:We have reviewed Ms. [redacted] daughter account and confirmed we have no record oraccessible call available on file that reflect that she provided her new insuranceinformation Cigna in November 2012. We billed Ms. [redacted] BS OF CA insuranceplan incorrectly for date of service April 171h, 2013 because we did not obtain herupdated insurance information until September 16th, 2013. We were unable to submitclaims to her new insurance Cigna for date of service April 17th, 2013 because the claimwas past CCX 45 day timely filing limit. At this time Ms. [redacted] is responsible for theopen balance of $186.78 that is now in collections after being outstanding for more thansix months. We do apologize for the miscommunication as our goal is to ensure customersatisfaction as well as accurate billing.Sincerely,[redacted]Billing Center Quality Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], where they try to mislead the Revdex.com by indicating completely false dates.The APRIA Healthcare is trying to mislead the origin of the complain by indicating false dates. This is the real timeline:06/26/2015: Initial Order was sent by FAX 06/26/2015: Called customer support of Apria to make sure Fax was received and Apria was going to order the Pump. During that call I very specifically mentioned that we were in a hurry, specially because Fourth of July was coming and that might delay their operations. At this time the pump was promissed for July 2nd.06/29/2015: Called again Apria Healthcare Bakersfield to check status. At that point I was informed again that pump would arrive June 2nd06/30/2015: Called again Apria Healthcare Bakersfield to check status. At that point I was informed again that pump would arrive June 2nd07/02/2015: Called Apria, informed that pump was not going to arrive that day. PROMISED AGAIN FOR JULY the 6th. 07/06/2015: Called Apria and I was informed that pump was not going to arraive the 6th and that it will arrive now the 8th. THIS DAY SEVERAL CALLS WERE MADE TO FIND AN AMICABLE SOLUTION. NO ONE WANTED TO RESPOND TO MY INQUIRES WITH A SOLUTION. ASKED FOR MANAGER OF CUSTOMER SUPPORT AND I WAS DENIED TALKING WITH ANYONE WITH RESPONSIBILITY IN CUSTOMER SUPPORT. At this time and seeing not response on any of the customer phone numbers an email was sent with the only solution we would accept.Note that the email were sent to all listed customer support email addresses ([redacted],[redacted]) including the current president of APRIA HEALTHCARE and we were completely ignored[redacted]
 July 6, 2015Apria HealthcarePatient Satisfaction[redacted] Dear Apria Healthcare Re: [redacted], DOB [redacted] On June 26, 2015 I submitted all the required paperwork to request a doctor prescribed electric breast pump for [redacted] whom had a scheduled C-section on July 2nd 2015.  On following calls on the same June 26, 2015 we were promised a MQ9120 Drive Medical GentleFeed Dual Channel Breast Pump to be picked up in the ApriaHealthcare Bakersfield office on the same day of the scheduled C-section on July 2nd 2015. Unfortunately, the pickup date has been slipping every time I call customer support, being the new scheduled pickup date for Wednesday July 8th. All these delays only show a disrespectful lack of urgency and total disrespect on the pain and suffering of someone that just had a major surgery and required the mentioned items on the same day of the surgery. The response of Apria Healthcare is totally unacceptable and as of this moment the only resolution I will accept for this is an immediate delivery of a medical grade breast pump by tomorrow July 7, 2015 in the morning on my residence at the address above. I look forward to your reply and a resolution to my problem as specified in the paragraph above before the end of the day tomorrow July 7, 2015 before seeking help from a consumer protection agency, Revdex.com and [redacted]  We never received answer to our requests or to this email. On July 7, 2015 in the afternoon I had to purchase an equivalent pump from a chain store.Again Apria Healthcare has a complete disregard of patients and their pain and suffering. Their customer support never responds to customer unless things are taken to higher authorities like the Revdex.com. 
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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
As of 3-19-16, I have not received information from Apria indicating where my payments have been applied to my account.
Regards,
[redacted]

This company has contacted me and they have fixed the issue. Thanks!
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 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 you were dissatisfied with the instructions provided to you on August 2, 2017 to correct a malfunction with your equipment....

As a result of your dissatisfaction, a scheduled appointment was made on August 9, 2017 for a technician to come to your residence. The technician assisted you with your respiratory equipment and determined the equipment was working properly.     Again, we sincerely apologize for any inconvenience or challenges this issued caused.   Sincerely,   Apria Healthcare LLC

ITEM # 1: Mr. [redacted] states that the issue is not resolved until he receives his refund check. RESPONSE: We issued Mr. [redacted] a refund check [redacted] in the amount of $29.50 on December 24, 2014 to the address on file. If Mr. [redacted] has still not received his refund check we request that he contact us to research the missing check. We apologize for any inconvenience this may have caused. Sincerely,[redacted] Billing Center Quality Specialist

We have reviewed the account with assistance from our insurance team and confirmed that the patient received his CPAP machine on October 5, 2016 and signed our Sales, Service and Rental Agreement acknowledging he received the equipment as a rental item. After review of claims billed to UHC for...

dates of service October 5, 2016 through November 5, 2016 for the CPAP rental and supplies received claims were denied by the insurance as being applied toward patient deductible. Claims were also submitted to UHC for dates of service January 5, 2017 through May 17, 2017 for the CPAP rental and supplies received and were also denied by the insurance as being applied toward patient deductible. The monthly rental cost for the CPAP unit under UHC contract rate is $48.53. The equipment rental duration was changed in the system in error but has now been corrected to rent for only 9 months.  An adjustment was entered for the supplies patient stated he did not request and returned them.   The account does not reflect a refund due as payments made by him were applied toward his deductible. Patient can reach out to his insurance for assistance regarding the denial of the claims. 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 uncles Durable Medical Equipment (DME) request. After a review of his records, we have confirmed the request to assist with moving the equipment was originally scheduled for January 12, 2018. For...

safety reasons, it is Apria’s policy to move / relocate the equipment only from one location to another.  The request to move the durable medical equipment was rescheduled and completed on January 22, 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

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 have confirmed that supplies were shipped to you without confirmation from you. Because of this, you were billed $21.62. Due to this error,...

Apria is removing the charges from your account. Also, the customer service supervisor has provided the staff with retraining and coaching to ensure clients are contacted prior to shipping supplies.   Again, we sincerely apologize for any inconvenience r challenges this issue 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

We have reviewed the account with assistance from our management team and confirmed that the patient received her medical equipment on September 1, 2016. They also confirmed that the equipment was not processed at no charge. We submitted claims to the patient’s insurance for dates of service...

September 1, 2016 and September 13, 2016 for the wound therapy pump and claims were denied as being applied to her annual deductible. The invoices in the amount of $310.09 automatically rolled to collections due to non-payment and after being outstanding since 2016. It was also confirmed that patient returned the equipment therefore an adjustment was entered for dates of service October 1, 2016 through December 1, 2016 and the patient is no longer responsible for those charges. At this time, there are two claims pending payment from the insurance for dates of service September 1, 2016 for the medical equipment and supplies with no payment status at this time. The patient can reach our State Collections Services at 1-866-372-7141 for payment options for the outstanding balance with them for $310.09. 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 take this opportunity to thank you again for taking the time to convey your concerns to us and to apologize for any miscommunication on our part that may have resulted in your continued concerns. After another review of your records, we have confirmed you received the three (3) you requested at no charge on December 30, 2017. Also, we have confirmed you were recently contacted to discuss your concerns and you were satisfied with receiving the call.   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: Credit Card UnauthorizedResponse:Ms. [redacted] claim was billed to the insurance they denied her claim stating maximum benefit was met at that time Ms. [redacted] had a credit card on file with Apria Healthcare authorizing future charges. Collections/Billing Center ran credit card for charges not...

paid for by insurance. Ms. [redacted] has disputed charges with her bank therefore when request from the bank is submitted we will refund them the money. At that time balance will be then adjusted off as patient is no longer responsible for the charges. We apologize for any inconveniences this has caused.Sincerely, [redacted]

ITEM # 1: Ms. [redacted] states her credit card has been charged more that she was quoted and she wants her credit card refunded the full amount due back to her. She has also requested that her prescription on file be emailed to her so she can find another place to do business. RESPONSE: We have...

reviewed Ms. [redacted]’s account and found that she ordered supplies on December 26, 2014. At the time of the order. Ms. [redacted] was quoted the 30% co-pay amount of $31.48. She provided her credit card to charge the co-pay amount of $31.48, however it was determined that Ms. [redacted]’s deductible had not been met and she would be responsible for the full amount of the claim. Apria charged the credit card provided $104.96 on December 26, 2014. We have used this as a training opportunity within our company to make sure this does not occur again. After full review of Ms. [redacted]’s account we have found that she was miss-quoted the 30% co-pay amount at set up. The co-pay amount was $33.63 instead of $31.48. The deductible amount was $78.50, therefore Ms. [redacted] was responsible for the total amount of $112.13.Ms. [redacted] contacted Apria on January 8, 2015 and requested a refund for he over charged amount. Apria received the explanation of benefits from United Health Care on January 9, 2015 and referred the deductible amount as Ms. [redacted]’s responsibility. Apria also made a small balance adjustment of $3.64. However, because of the refund that was processed in the amount of $71.33 on January 14, 2015, Ms. [redacted]’s account balance as of today is $71.33. We do apologize for any inconvenience and miscommunication this may have caused. As our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,[redacted] Billing Center Quality Specialist

We have confirmed that the patient received cpap supplies October 19, 2015, in which the insurance denied the claim for all items. Supplies can be returned for any reason if un-opened and within thirty days of receipt, however the patient initially called March 14, 2016 in regards to billing and...

supply return. He was explained our thirty day return policy in which he refused to pay the remaining balance of $155.28 and upon speaking with us on May 25, 2016 he was advised that the balance will be sent to collections if unpaid. The patient will be responsible for supplies received due to attempts for return of supplies were months after receiving them. We believe all appropriate steps have been taken to resolve this matter.   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]