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.
Regards,
[redacted]

Item # 1: Customer is requesting a return call and an appointment to check his equipmentRESPONSE:Mr. [redacted] contacted Apria on June 18, 2015 requesting an appointment for an equipment check. The appointment was scheduled with an Apria respiratory therapist on June 25, 2015 at 2:00 p.m. at our...

Lincoln Park, New Jersey location. On June 24, 2015, Mr. [redacted] contacted Apria to reschedule his appointment. A respiratory therapist appointment was rescheduled for June 26, 2015 at 9:00 a.m. Mr. [redacted] did not show up for this appointment or contact Apria to cancel/reschedule. The respiratory therapist has made multiple attempts to contact Mr. [redacted] regarding his missed appointment; voice mail messages were left on July 2 and July 7, 2015 with no return call. At this point, no further action can be taken by Apria until Mr. [redacted]’ s contacts Apria and his appointment can be rescheduled. Apria strives to meet customer needs and provide quality customer service to our customers. Sincerely, [redacted]Escalations Desk Manager

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 was diagnosed with Obstructive Sleep Apnea in July of 2017 and started on a CPAP. At the time, I had Medica insurance. Our insurance switched to BCBS on September 3, 2017. I changed my insurance information with Apria online through my online pay account. I never got a phone call, email or letter that they did not have my new information. On 9/9/17 Apria called and left a voice message and literally stated "we were just checking to see if you are having any issues with your cpap machine. Please call us if you are." There was no notification that they did not have our new insurance information or that there was an issue. Apria claims that I didn’t not give them complete information- I entered this information online and in a phone call to their customer service on 9/25, as the money was pulled on 9/21 and I immediately called them to figure out this situation. Without contacting me or my wife (the insurance policy holder) for the needed information, they withdrew $1027.55 from my checking account, claimed that I was now a self-pay patient who did not have insurance, and therefore had to pay for the CPAP. When I called them on 9/25 they said they had my insurance, would contact BCBS, would send me an itemized statement and would try and reverse the sale. I did not hear from them for three weeks. When my wife finally was able to get through to someone (we waited an average of 35-50 minutes on hold to get through to speak to someone) on 11/06/17, they stated that none of those things had been done, none of those things could be done and the sale was final. My wife finally got [redacted], the customer representative from Tennessee, to mail us a statement to try and recoup the cost through our insurance provider. It took six weeks to obtain an itemized billing statement. None of this is acceptable. You must contact a consumer before pulling $1027.55 from their account. Until we received the itemized bill on 11/09/17 we didn't even know what the charge was for. And even then it just says "CPAP system" which only retails for $800 on their website. If Apria does not reverse the charge, and submit the claims to our new insurance, we will continue with legal action.
Regards,
[redacted]

We have reviewed the patients account with assistance from our insurance team and confirmed that patient has changed insurance plans several times. The rental episodes restart with every change in insurance plans as we have to bill according to the insurance contract agreements. After review of the...

account they also confirmed that patient balances are correct. The purchase price was met per contract with final insurance BCBS IL on April 28, 2016; however, there are still two denied claims for this plan. Once the balance is paid and the remaining two dates of services under patient BCBS IL policy are approved and paid by patient will then own the equipment. The total outstanding invoices for patient copays and deductibles due are placed with State Collections Services is $2, 267.86 and they can be reached at 866.372.7141 for payment options. For additional questions or disputes the patient can contact his insurance to appeal with them directly. 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 currently been providing [redacted] approximately 50 tanks every other week.  We have also ask Kaiser Permanente for an updated prescription for our records.

Item # 1: Customer’s Statement of the Problem: I contacted Apria on March 2 to place an order, I was told I need authorization from my medical group. I was told by my physician that the authorization was sent to Apria March 4. I contacted Apria yesterday at 4 45 PM and was in the call center queue...

for 35 minutes before someone answered, the agent then said she had to check the warehouse, I was placed on hold for another 20 minutes and she said she would send email to a supervisor at the warehouse who would contact me last night. I did not receive an email or phone call last night as promised. I then called the call center this morning and the agent said the order never was processed and would be sent today. She had no explanation on why the order wasn't completed. As a CPAP user, each day without proper equipment is critical to a good night’s [redacted], yet it took me to call them to find out why the order was delayed. This is highly unprofessional and requires a review of the call center, warehouse and order processing.Complaint Background:Product/Service:Purchase Date: 3/4/2015Problem Occurred: 3/11/2015Model:Account Number:Order Number:Talked to Company: 3/11/2015Talked to Company (2nd): 3/12/2015Desired Settlement: A review by Apria management on the lack of customer service provided anda review of their ordering process.RESPONSE: Apologized to Mr. [redacted] for the long hold times and the delay of his PAP supply order. The authorization was a requirement for his supplies. He did receive part of his supplies on March 13, 2015 and the rest arrived March 16, 2015. Apria’s shipments typically will arrive in multiple packages. Mr. [redacted] does now have all his supplies as he has requested. The additional concerns of long hold times and delays in processing his order will be addressed within the management staff of [redacted].Sincerely,[redacted]Supervisor SMC/HST

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]
P.S.Apria's Responce is bs. The doctor obtained pre approval because apria would not release the medical device without one. The fact that they have poor filing skills and can't keep track of it is not my responsibility. They are also lying about speaking with my insurance, as my insurance expressed today that they have been actively trying to reach them with no success. My insurance also expressed they they have 1 year from date of service to submit the claim, so their statement about them not willing to retro actively pay for the services is also bs. They are the only ones that would be able to provide rental agreements and warranty information. So please do your work, submit the proper information so that my insurance can do their part and pay!

The patient had a balance of $161.72 which included $89.80 from July 29, 2015 for cpap mask and $71.92 August 12, 2015 for rental of cpap. The insurance denied claims and the patient were sent statements February 20, 2016, March 21, 2016, and April 20, 2016 for the balance due. The patient called...

and paid the balance of $71.92 on May 10, 2016, however the payment didn’t post in Apria’s system until May 19, 2016. The balance was turned over to collections on May 14, 2016 before payment posted and the insurance also reprocessed claim and paid June 07, 2016. Upon review of the account, the patient was not eligible to receive the mask July 29, 2015. For these reasons Apria have removed the collection balance and requested a refund of $71.92. After speaking with the patient, she indicated that she paid $89.80 to collections. The patient was advised that the agency could refund her for payment made since the balance had been recalled. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
Apria Healthcare LLC

Mr. [redacted], Apria's Billing Center Quality Specialist [redacted] R [redacted] on August 25, 2015 faxed the requested invoices to [redacted] and will mail you a copy as well.  Thank you for using Apria Healthcare for your healthcare needs. Best Regards,  [redacted] Physician & Patient Relations Apria Healthcare Corporate   ?

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]

Item # 1: Consumer Rebuttal: 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.The response still does not explain why on March 4 when Apria received authorization, the order did not ship, it was only when I called to inquire on March 11 that they realized the order was not processed, then it was shipped. Regards,[redacted]  RESPONSE: Unfortunately Apria had an internal delay with this order and will continue to improve delivery times. These will improve with directives given by management staff of constant coach of all agents. Sincerely,[redacted]Customer Service SupervisorApria Healthcare

Item # 1:Ms. [redacted] stated that her issues with Apria Healthcare began in September 2014 due to prior authorization not obtained. Ms. [redacted] states that she went through the district office for her insurance & they informed her to have Apria Healthcare resubmit the...

claims.   RESPONSE:After reviewing Ms. [redacted]’s account, we sent multiple request to the insurance company and also filed an appeal pertaining to the authorization. We requested a retro-authorization for the claims from September 16, 2013, October 16, 2013 & November 16, 2013.In regards the claims that have been sent to collections, a 30 day hold was placed on the account in collections on February 2, 2014.Ms. [redacted]’s account has been elevated to our insurance billing team to check on the status of the authorization and communicate with her insurance company. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,[redacted]Patient Pay Management Center Team Lead

We have reviewed patient account with assistance from our insurance team and confirmed that claims for dates of service June 9th, 2015 and July 9th 2015 were both denied in error by [redacted]. Claims will be
forwarded by B[redacted] to Health Comp for date of service June 9th, 2015 and date of service July 9th, 2015
it will take approximately 30-45 business days to reprocess that claim. Once the processing of claims are
complete with the insurance and paid any overpayments made by patient can be refunded.  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 confirmed that the patient received his Cpap machine November 11, 2015. Apria Healthcare does require a credit card to be placed on file to secure assets. The patient’s card was set up for automatic billing. The patient’s secondary insurance was not attached to the claims for the rental of...

the Cpap and supplies received, causing his card to be charged copays of $94.66 for supplies and rental of the Cpap for date of service November 11, 2015. Patient’s card was also charged $9.20 for December 11, 2015 for the Cpap rental. The secondary insurance has been attached and billed.
The patient was mailed a refund of $103.86 with check date February 18, 2016 and his credit card removed from automatic billing. Medicare require a face to face re-evaluation to be completed between the 31st and 90th day of usage to continue coverage.
Apria Healthcare did send the patient a letter dated December 31, 2015 to ensure required documents are received during the trial period for continued Medicare coverage. 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 again apologize for the level of customer service you recently experienced. During another review of your records, we confirmed that you were contacted regarding the outstanding insurance claims which have since been resolved. Also, a customer service representative attempted to contact you to schedule an appointment to receive your respiratory equipment.
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

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 previously stated, the information was sent by Dr. [redacted] on three separate occasions yet Apria stated it was never received.  They never called Dr. [redacted] to advise her they didn't receive the information and waited until one of us called to check on the status.  During one phone call, Dr. [redacted] asked for a supervisor who gave her the name of [redacted] and said I would receive a phone call by day's end, it never came.  When I called and asked for [redacted], I was told they didn't know him.There is no way to convince me Apria is a reliable company, particularly dealing with healthcare.  As stated Dr. "*" has resubmitted the request to another provider and advised me she will never again deal with Apria.
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.
First off, the response was in reference to a Ms [redacted]. This person is in no way associated with me nor is the amount that was outlined in the response even close.Secondly, I called Apria regarding this matter, again. This time it was a 3-way call with Care Centrix, Apria and myself. The Apria representative lied and told us that the pulsox would never be purchased. She then hung up on us. The representative from Care Centrix apologized to me because he was also astonished with the way the representative from Apria behaved on the phone.
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 was contacted by the company who told me that the only record of conversation they had was my initial call and the call in January. The second call when I was contacted by an Apria Healthcare representative and I rejected the nebulizer that converseration cannot be found. I was also told by person who called they he was going to looked into it, judging from his respond he never did. I spoke to my insurance company who said that I don't owe anything as it was taken from my deductables. My Insurance  company also advise me to file a claim with Consumer Reporting Agency, after I explain this issue. Based on the information I received from my Insurance Company it seem that Apria file a cliam with my insurance company after I refused to pay. My complaint is based on principle and how these healthcare agency can manipulate the system for their own benefit. If a customer refuse to pay for an item in the initial call, why do you still proceed to process the order and now when its time to admit they were wrong that recorded conversation is not available.I have never received a bill from my Insurance company only bills from Apria Healthcare, therefore if  I don't owed Apria Healthcare why are they sending bills and why did they send it to collection? 
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]

June 17, 2015 Revdex.com San Diego, CA Attn: [redacted] Dispute and Information Analyst Lead [email protected]: Apria Healthcare Inc: [redacted] Revdex.com Complaint ID#: 10608848 Dear Ms. [redacted]: This letter is in response to the complaint...

referenced above submitted by [redacted] to the Revdex.com. We apologize for any miscommunication on our part that may have resulted in this complaint. Below is a brief description of the complaint matter and our response. Item # 1: Ms. [redacted] states that she has corresponded with Apria Healthcare on several occasions in regards to the claims from January and February 2014 that were sent to collections. RESPONSE: After reviewing Ms. [redacted]’s account, it was determined that the invoices for January and February 2014 were not billed to the correct insurance for Ms. [redacted]. Being that we have past the timely filing limit with Ms. [redacted]’s insurance company, we have recalled the invoices from collections which will no longer reflect as Ms. [redacted]’s responsibility. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely, [redacted] Patient Account Resolution Team Lead