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.
Thank you Revdex.com,  I truly appreciate your organization,
[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.
Dear [redacted],This email is in regard to Complaint ID #[redacted], which I recently filed against Apria Healthcare.In Apria's response on December 1, 2015, it stated it would both adjust my account balance of $344.01, as well as issue refunds for the $258 and $150 charged to my credit card in July.I am getting in touch, as Apria has adjusted my account balance, but has not issued refunds.Please let me know any further information required from me.Sincerely,[redacted]

Hi [redacted]. The below response has nothing to do with the new issue that I have with Apria. While their customer service continues to be awful, my main concern is the fact that I have been paying over $77 a month for a CPAP machine that my insurance says is 100% covered. The previous complaint (3/2017) had to do with customer service and billing which is different than my current complaint. My current issue is - I would like my $468 refunded for payments I made from January until June, 2017.  I'm not sure what those payments were for, Apria was never able to tell me either by phone or in writing. Please contact me if you need additional information. Thank you very much for your assistance with this matter.  Sincerely,
[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]

RESPONSE: We have reviewed Ms. [redacted] account and confirmed that she received oxygen equipment from Apria on August 6th, 2014. For dates of services August 6th, 2014 through January 6th, 2015 monthly rentals an adjustment was entered because we were missing the 02 testing and the initial face to...

face clinical notes.  For dates of services February 6th, 2015 through April 6th, 2015 we still did not have the 02 testing and initial face to face clinical notes on file. Therefore claims were denied payment from Medicare and Ms. [redacted] was billed for the monthly rental for those dates of services and her credit was charged in the amount of $347.03 due to non-payment from Medicare.   I have mailed a detailed itemized statement of the billing to Ms. [redacted] address we have on file as requested. 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

ITEM # 1: Mr. [redacted] is requesting to be refunded $535.48 that was charged to his credit card. He states that Apria did not send the correct paperwork to his insurance Empire. He would also like to be compensated for his time and lack of assistance in trying to resolve this issue.RESPONSE We have...

reviewed Mr. [redacted]’s account and found that Apria received an order on December 6, 2013 for oxygen to be bled into his BIPAP machine. Mr. [redacted] informed Apria of his insurance with Empire Blue Cross Blue Shield (BCBS) and stated that he did not want to be set up until January 3, 2014, because he was moving from New York to Florida. We spoke with Mr. [redacted] on December 24, 2014 regarding his BCBS coverage. We informed him that when we verified his insurance, it was showing to term on December 31, 2013. Mr. [redacted] stated that his coverage would be the same in 2014; it’s just the end of the fiscal year for the company. He confirmed that he wanted to be set up with the concentrator on January 3, 2014. Apria faxed BCBS an authorization request on December 24, 2014 for the concentrator. We verified Mr. [redacted]’s insurance coverage on January 2, 2014 which showed effective date of January 1, 2014. On January 4, 2014, we spoke with Mr. [redacted] regarding the set up for the concentrator and we informed him that we were waiting on the authorization from BCBS. On January 6, 2014 Mr. [redacted] called and stated that he had spoken to BCBS and had the authorization number of 1087469, effective 1.1.14 – 9.14.14. Apria set Mr. [redacted] up with the concentrator and he singed the Sales Service and Rental Agreement in which he provided his credit card number for any amounts not covered by BCBS. On March 11, 2014, the pending claims were reviewed and per BCBS Florida guidelines the claims needed to be mailed to Care Centrix and they were sent to Empire BCBS. Apria resubmitted the claims on April 11, 2014 to Care Centrix, which processed the BCBS FL claims per their insurance contract. Apria received a denial on April 30, 2014 for the January – April claims and referred the open balance of $535.48 as Mr. [redacted]’s responsibility. Because Mr. [redacted] had placed his credit card on file at set up to charge any amounts not covered by insurance, his credit card was charged $525.48. On May 7, 2014, Mr. [redacted] called to inquire why his credit card was charge $535.48. Apria informed him of the denial and the recurring credit card that he had placed on file at set up. Apria received a call from Empire BCBS on September 25, 2014 regarding the January – April claims. Mary with BCBS stated that the claims should be submitted to P.O. Box 1798 Jacksonville FL 32231. Apria submitted the claims to BCBS at the Jacksonville address on October 21, 2014. Apria has inactivated Mr. [redacted]’s credit card from the system so there will be no other charges. We have resubmitted the claim once more and are in process of awaiting the insurance response. We apologize for any inconvenience this may have caused. Sincerely,[redacted]Billing Center Quality Specialist

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 received. After a review of your account, we have confirmed there was a delay in you receiving your prescribed Durable Medical Equipment due to a back order of the inventory at the local branch. Also, we confirmed that on...

January 6, 2017 you received the prescribed the 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.

Item # 1:  Ms. [redacted] stated she would like Apria Healthcare to discontinue calls to her and adjust $41.77 that she is receiving a billing statement for.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that her open balance of $41.77 has been adjusted off as of August 21st, 2015 and is no longer valid. We have also submitted a request to remove her from our auto dialer system to discontinue calls to her. 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 the patient’s account with our Customer Service Team. We have confirmed after speaking with the patient we have shipped the correct supplies at no charge. Also, apologized regarding the issues with receiving the incorrect supplies. Our billing team removed the credit card from...

recurring on October 25, 2016, therefore, the patient will no longer be automatically charged for services. A refund check for $53.09 was processed on February 14, 2017 to be received within two weeks. 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. After a review of your records, the delay in receiving the equipment was a result of missing required documentation to process the order. Due to the delay and the timeliness of processing the order, your equipment...

was shipped at no charge.
 
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:Ms. [redacted] states that she will contact her physician and obtain the necessary documentationRESPONSE:As mentioned in the previous response letter, we must have all documentation requiredby [redacted] guidelines to bill accordingly to [redacted] for Ms. [redacted].We apologize for any inconvenience this may have caused.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as wellas accurate billing.Sincerely,[redacted]Patient Pay Management Center Lead

We have reviewed patient account and confirmed that patient received CPAP supplies on March 1st, 2016 and her credit card was charged on that day in the amount of $28.03. The payment posted to our system on March 8th, 2016 because when the payment is processed it does not post to our system until we...

received payment from the credit card company. In the process of the payment being posted to our system a statement generated on March 7th, 2016 and was sent out to patient. Therefore patient sent a check for $28.03 which applied to our system on April 1st, 2016 and a refund was never processed to patient for that amount because the insurance denied payment for the claim dated March 1st, 2016 for the CPAP supplies as being applied to patient deductible and the payment was applied to that invoice. At this time patient has an outstanding balance of $182.57 for that date of service as stated the claims were denied as being applied to her deductible. 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] stated she received a bill from Apria Healthcare and paid on July 7th, 2015 and was still placed in collections for the balance paid.   RESPONSE: We have reviewed Ms. [redacted] account and confirmed that the payment she made in the amount of $93.69 did not apply to our...

system until August 17th, 2015. Ms. [redacted] balance was sent to collections in between the posting of the payment. On August 28, 2015 we requested that Ms. [redacted] payment be applied to the collections balance and contact was made to the collections agency to inform them that the payment has been made and to discontinue their collections efforts. The amount that was placed in collections will not reflect on her credit report due to the timeframe it was placed. 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 would like to apologize for the lack of customer service you recently experienced regarding your respiratory equipment. After a review of your records, we confirmed that on May 11, 2017 you did receive a delivery of the partial number of cylinders you requested. Our records also indicate on May...

15, 2017 there was a scheduled delivery for the remainder of the cylinders requested; however, the delivery was canceled by you. The delivery was rescheduled for the next day May 16, 2017. Unfortunately, the technician was unable to gain access to your personal residence. Both the technician and his supervisor attempted to contact you at the phone number provided by you. We confirmed that on May 19, 2017 you did receive the remainder of the cylinders you originally requested. In addition, your delivery dates have been adjusted to your satisfaction.   Again, we sincerely apologize for any inconvenience or challenges this issued has caused you. 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

I filed a complaint with you about a week ago (Complaint ID [redacted]), which is now flagged as resolved because they promised to stop calling me. I got another call this morning.Desired Outcome: Stop calling me1. Product/Service Purchased: Never did business with them  2. Model Number:  3. Contract, Account, or Policy #:  4. Order #:  5. Purchase Date: 9/2/2015 Dates you complained to the company/organization7. First Date: 9/25/2015 8. Second Date: 10/5/2015 9. Third Date: 10/19/2015

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 if there weren't problems.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.However, I cannot see Apria's application of the misapplied payment back onto my mothers account, because to-date I have not received my mothers electronic monthly bill.  Where is the e-statement for Dec 2014 - it should have been emailed to my email address and I have yet to receive it.As well, no one at Apria contacted me (originally) to notify me that they were researching my issue and looking into a misapplied payment; even though I faxed the information to their PTMC dept. Lastly, I do not understand Apria's response that they contacted the branch manager for the monthly water orders and placed my Mom on AUTO-ORDER every 4 weeks??  The last case of water we have received via mail from Apria was 11/14/2014. Wouldn't we have received another case in Dec?  This is why we have had to go directly to one person to get water. Apria makes statements and has not followed thru.  I will continue to monitor the activities on my mothers account and in the event that another situation arises, I will NOT contact the terrible customer service reps at Apria, but I will contact Revdex.com.  Apria is one of  largest vendors to Medicare; I wonder if Medicare is watching Apria?   Regards,
[redacted]

Issue(s)BillingResolution:Ihave reviewed your account and confirmed that an adjustment has been enteredfor the charge of $83.15 and you are not responsible for those charges. At thistime your account reflects a zero balance. We do sincerely apologize for the inconvenienceas our goal is to ensure...

customer satisfaction as well as accuratebilling.  Thankyou for allowing me to assist you with your account.  If you should have any further concernsregarding this matter please do not hesitate to contact us at (###-###-####) ext.# [redacted] (###-###-####) (Fax# ###-###-####). Sincerely,[redacted]Billing Center Quality Specialist [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.
REG: CONSUMER COMPLAINT #  #[redacted]APRIA ISSUE IS NOT YET RESOLVED. I'M STILL GETTING PHONE CALLS STATING THAT MY ACCOUNT IS NOT SETTLED AND THEY WANT ME TO PAY FOR THE THIRD TIME FOR ONE TIME PURCHASE MADE IN FEB 2016. I'M REALLY FRUSTRATED AND DON'T KNOW WHAT ELSE TO DO.PLEASE ADVISE. **
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that it's merely parroting back the original complaint I made, basically repeating and/or confirming what I wrote. There is an acknowledgement of a problem and a delay with my order, along with an obligatory apology. This is basically an empty form letter stating the obvious with absolutely no substantial new info or tangible resolution/action, other than to state the company's policies, etc. I don't expect anything further from them because I know it's a waste of time. The specific issue I originally referenced involved the delivery & pick up of a medical test ordered by my doctor. I finally got the test delivered to me and only after endless delays and phone calls was I finally able to cajole them to come & pick up the completed test, almost 2 weeks after the date they TOLD me it was scheduled to be picked up. At this point, they are responsible for getting the test to the correct place for evaluation and results which should then be forwarded to my doctor. God alone only knows if any of these final steps have been taken. At this point, I'm so fed up with the whole mess, I've washed my hands of the entire matter. If I eventually hear from my doctor re: the results, fine. If not, I'm not wasting any more time or effort worrying about it. That's how frustrating this entire ordeal has been. It wore me down and totally defeated me. This place (Apria) used to be a very well-run business, but now it seems every time I'm forced to deal with them, it's never easy and there's always a problem. So...No, I don't accept their meaningless, form letter reply and empty apology. But I'm done with them. So you can close the case. They win.
Regards,
** [redacted]