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.
We have had no further services from [redacted] and after agreeing to drop unfounded charges(thanks to you) they started billing us again and sent our account to collection once again.. Please advise how to go  forward.  Just spoke to my insurance company and when they ([redacted]). called them on 5/25/16 they requested information that has never been sent.Thank you[redacted]

We have confirmed that the patient was not billed until all options were exhausted to obtain payment from the insurance. The patient did not receive a bill due to the claims being appealed with the insurance and once they became patient responsibility it was automatically charged to his card. He should have received an explanation of benefits from his insurance in regards to denials and appeals filed alerting him of non- payment. The balance remains valid and if he did not receive an explanation of benefits he should address this matter with his insurance. We believe that all appropriate steps have been taken to resolve this issue.                                     ...⇄                                         ...⇄   Sincerely,  Apria Healthcare, LLC.

We have confirmed that the patient was sent to collections for dates of service September 20, 2015 in the amount of $144.74, November 20, 2015 $36.18 and $18.68. These claims were denied by [redacted], however [redacted] paid $141.85 in error for September 20, 2015. This payment was recouped by...

[redacted] and billed as patient responsibility. The secondary insurance paid $36.18 and $18.68 for November 20, 2015 date. The balance of $18.68 has already been recalled and $36.18 is being recalled from collections as well. The balance of $144.74 will remain and is patient responsibility. We do apologize if this has caused an inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.   Sincerely,

We would like to apologize for the level of Customer Service you recently experienced regarding your spouse’s respiratory equipment. After a review of her records, we confirmed that on July 6, 2017 you spoke with the Licensed Respiratory Therapist to discuss your concerns. Also, we confirmed that...

you went into the local Apria facility and obtained the needed respiratory supplies.   Again, we sincerely apologize for any inconvenience or challenges this issued 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 Durable Medical Equipment (DME). After a review of your records, we confirmed a customer service representative did contact you to discuss your concerns. During the conversation you had the...

opportunity to express your frustration with our escalation team not returning your phone calls. Also, it was confirmed that on December 4, 2017 you received the durable medical equipment (DME) that was ordered by your prescribing physician.  Apria Healthcare prides itself with providing excellent customer care and are working on a solution to improve our call back timeliness.   Again, we sincerely apologize for any inconvenience or challenge 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

After a full review of the patients account it has been found that Apria was not billing the patient for the same equipment on two different accounts. Apria continued to bill the rental of her CPAP unit on her [redacted] account from 2014 – 2015. The only invoice billed on the patient’s [redacted] account...

is for a CPAP supply order in August 2014. It does appear this invoice was billed to the patient in error and was removed from the outside collection agency in March 2015. The patient did inform Apria of her insurance change and her move in a timely manner and it was our error that the accounts were not handled properly and that the correct insurance was not properly billed for the rental of her CPAP unit. Because of this we received denials from the old insurance as well as the new insurance. Once the denials were received the invoices began billing to the patient and when they were left unpaid our system automatically generated those invoices to the outside collection agency. Again because we can see this was caused by errors on our part we have removed/recalled all remaining balances from collections. We have requested that the collection agency notify the patient directly to inform her the balances have been recalled. The patient currently has a zero balance with Apria and no active invoices in collections from Apria. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
Apria Healthcare LLC

Tell us why here...
 
We have reviewed the account and confirmed that when patient received his CPAP in November of 2013.  We billed claims to his insurance plan Aetna for the monthly rental of the equipment and billed according to their plan agreement in which the machine billed 10 months of rentals then started billing under maintenance and service in which the equipment started billing every six months and would have to be authorized by his Aetna plan at that time to be converted to a purchase. Patient insurance termed with Aetna April 1st, 2015 and because the equipment did not convert to a purchase under that plan agreement if the
 
insurance changes we have to honor the new plan agreement. The account is now billing under self-pay because we were unable to obtain patient updated insurance information in a timely manner after several attempts which the equipment could have possibly been converted to sale if the information was received. At this time patient account reflects an open balance of $322.26 for dates of service November 7th, 2015-January 7th, 2015 for the monthly rental of the CPAP unit and date of service September 7th, 2015 have
rolled to collections as of June 5th, 2016 amount $58.84 due to non-payment. 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 Mr. [redacted] account and confirmed that he received CPAP supplies from Apria Healthcare on May 28, 2015. Mr. [redacted] was billed $118.02 because we do not have information on file that his physician was [redacted] enrolled and the face to face clinical notes prior to May 28, 2015 from...

[redacted] to reflect that Mr. [redacted] was seeing him prior to the supplies being delivered.  At this time we also need a prescription on file for the supplies dated May 28, 2015.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am sending a copy of the a copy of the payments from my bank statement that shows that they were made and that they are wrong with what they are saying that they were not.
Regards,
[redacted]

We would like to take this opportunity to thank you for taking the time to convey your concerns to us regarding the multiple missed deliveries.  We certainly understand your frustrations you have experienced and sincerely apologize for any inconvenience this may have caused you.  In review...

of your records, we determined you have received your delivery.  We want you to know that these concerns have been taken seriously; the feedback you provided will be uses for coaching and training our employees.

Item # 1:  Spoke with Mr. [redacted] and he was mostly concerned with the unwillingness of the Apria staff member to assist with why he would not qualify for a PAP device. He explained that he felt she was rude and would not offer to reach out to the referring physician to help qualify his order....

He wanted to make sure he elevated his concerns to Apria. RESPONSE Mr. [redacted] was responsive to my return call which allowed him to express his concerns with the lack of customer service by Apria Healthcare. He stated that he would not pursue this issue any further. Sincerely,  [redacted] Branch ManagerSt. Peters MO

We have reviewed the patients account and it has been determined the balances which are currently being billed to the patient and balances paid by his insurance are valid balances and will remain on the account. The patient received a CPAP unit from Apria Healthcare in July 2011. This CPAP unit...

purchase was authorized by the patient’s insurance of [redacted]. In February 2014 the patient contacted Apria stating his machine was not properly working and was broken. He attempted to get a warranty replacement machine in [redacted], **. Unfortunately our records do not indicate the patient received a CPAP unit at this location but instead per our documentation signed by the patient on 2/12/14 the patient received a CPAP recheck at no charge and received CPAP supplies (we are happy to provide a copy of this patient signed document upon request) at his home branch in [redacted]. The patient’s spouse contacted Apria again in July 2015 asking for a home visit for a PAP recheck, per our records the patient’s spouse was advised at this time the CPAP unit was no longer under warranty and if a new machine is needed Apria would need to request an authorization from [redacted]. In late July 2015 the recheck was completed and it was determined the patient would need a new CPAP unit. The patient’s insurance contacted Apria in late August stating they were putting in the authorization for the replacement CPAP unit. The patient’s CPAP unit was sent via [redacted] with a tracking number provided for proof of delivery. Our contracts with [redacted] provide the patient’s with an extended Warranty of 4years for their CPAP unit. This 4 year extended warranty is based on the original purchase date, which in this case would be July 2011.If the patient had received a warranty replacement CPAP unit the extended warranty would not start over because it is based on the original purchase date. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Item # 1: Customer’s Statement of the Problem: A C-pap mask was ordered for me by my doctor. It was delivered while I was in the hospital and was returned to the sender Apria Healthcare. When I inquired about the mask, I was told it was delivered. When I insisted it had not been delivered I was told...

they had to investigate and then they would get back to me. They have not responded to me and [redacted] has paid in full for this item. Being without this item puts my health at risk.  RESPONSEMrs. [redacted] PAP supplies were shipped on 02/24/2015. They arrived to her home on 02/26/2015. They were signed for by [redacted]. Initially the supplies were delivered to the hospital signed for by [redacted], but were not able to be located. The items were then somehow returned to Apria. Mrs. [redacted] account was credited. Mrs.[redacted] does have the requested supplies.  Sincerely,[redacted]Customer Service SupervisorApria 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]yes I have receive the breast pump now thank you Revdex.com, for speeding the process after a long 4 month wait.

We have reviewed patient's account and confirmed that she received a walker on November 5th, 2015 and her son signed the Sales, Service and Rental Agreement acknowledging he received the equipment and authorizing his credit card to be placed on file for any charges not covered by the insurance. On...

November 6th, 2015 we charged patient credit card for dates of service October 5th, 2015 $23.17, November 5th, 2015 $23.17, November 6th, 2015 $52.53 for the monthly rental of the semi/full electric bed and on November 5th, 2015 $17.00 for the copay for the walker she received. The credit card is no longer attached to the account as recurring but is still on file. At this time patient account reflects an open balance of $28.19 for date of service November 5th, 2015 for the rental of her lift and wheelchair. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On April 15, 2015 I was notified by an email from Apria which was sent to Revdex.com and forwarded to me that they were in the process of sending a letter to me and to the General Consumer Complaint Department at the [redacted] Attorney General regarding monies due me from Apria.  As of this date, 7 weeks after Apria's response to the Revdex.com, I have not received any letter or communication from them.  By way of this email I am requesting that Revdex.com reopen my complaint #[redacted].  I appreciate all that you are doing. Thank you.
Regards,
[redacted]

Item # 1:  Ms. [redacted] stated that Apria Healthcare billed her for medical supplies on May 7th, 2015 that she never received and is requesting that her insurance [redacted] is issued a credit for the amount charged to them. RESPONSE: We have reviewed Ms. [redacted] account and confirmed...

that she received her CPAP unit on October 7th, 2014 at that time she signed the Sales, Services & Rental Agreement as confirmation she received the equipment and that it will be a monthly rental. We billed Ms. [redacted] insurance plan [redacted] on May 7th, 2015 for the monthly rental of her CPAP unit in the amount of $55.00 and her account does not reflect that she received CPAP supplies or that we billed for those items. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

I have received a credit from APRIA from this complaint.Thank you very much for your help.[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.

We have confirmed that the cpap supplies were left at the patient’s front door by UPS April 15, 2016 at 4:22pm. The warranty period for supplies is 30 days and the patient did not contact Apria regarding her order not being received until 6/06/16. Unfortunately Apria can’t adjust the billing for a...

shipment without verification it wasn’t received and need to be contacted within 30 days in order to get replacement supplies. 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] states that Apria has not submitted the correct paperwork to Medicare, therefore they will not pay and now she is being billed for the unpaid balance from February – October 2014 dates of service. RESPONSE: We have reviewed Ms. [redacted]’s account and found that Apria was...

unable to obtain the needed documentation from the physician to qualify Ms. [redacted] for oxygen use per Medicare guidelines. Therefore we obtained a signed Advance Beneficiary Notice “ABN” from Ms. [redacted], that she was aware we did not have the qualifying documentation per Medicare guidelines and if they did not pay she would be held responsible. We tried multiple times to obtain the needed documentation and spoke with Ms. [redacted] regarding the testing that needed to be done. We had a meeting with Ms. [redacted] and explained what was needed and gave her copies of documentation that doesn’t qualify for the oxygen, as she was going to be going to the doctor. Ms. [redacted] had qualifying testing and face to face notes done on November 14, 2014. Apria loaded the compliant documentation and submitted it to Medicare for the December 14, 2014 claim and will for the upcoming claims. The February and March 13, 2014 claims were adjusted off in the amount of $459.74. The April 13, 2014 claim is pending under Ms. [redacted]’s secondary insurance as of today. The May and June 13, 204 claims were referred to collections because they were left unpaid over 180 days. As a courtesy, we removed the May and June 13, 2014 claims in the amount of $459.74 from collections. The July, August, September and October 13, 2014 claims are pending under Ms. [redacted] as her responsibility. The November 13, 2014 claim was paid by Ms. [redacted] in the amount of $229.87. The December 13, 2014 claim is pending under Ms. [redacted]’s primary and secondary insurance coverage. 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