Apria Healthcare

We have confirmed that statement dated May 22, 2016, due June 12, 2016 was for dates of service January 1, 2016 and February 1, 2016 for cpap rental in which the previous insurance applied their deductible. The patient requested to be un-enrolled in the auto shipping of supplies June 1, 2016 and was...

removed, however upon updating his insurance June 9, 2016 the patient placed an order for supplies that was received June 15, 2016. He paid $24.14 as a copay and the insurance applied their annual deductible. The patient’s card was still set for recurring payments and charged $132.82. Apria has removed the card from auto billing and will refund $132.82 once the payment posts, due to the patient’s card wasn’t removed from auto pay when the auto shipping was discontinued, however the balance is valid and the patient will be sent a bill for this amount. The patient may return the supplies unopened within 30 days from receipt of order and hold no responsibility. 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 the patients account and spoke with the insurance regarding the issues. We were informed that the claims were denied due to no authorization was obtained prior to delivery. The insurance requested copies of the medical records on file including the prescription, rent/purchase price...

and warranty of the equipment. Our records show only the prescription on file and the insurance will not provide authorization retroactively. No previous request is showing for the medical records needed in order to process the claims on file. We are unable to submit the claims on file for payment due to the patients insurance will not cover those previous dates billed. We apologize for any miscommunication or inconvenience this has caused.     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.
[It is incredible to me that, even though we are communicating via the Revdex.com, that Apria healthcare is still so disorganized and incompetent. What do you mean I received free shipping? That is a downright lie. Moving forward with this complaint, will Apria healthcare please, please give correct and accurate information? That they function this way wastes a ton of time and energy. To the Revdex.com, can you imagine what it's like being a mistreated patient trying to access medical equipment with this business??!I did not receive free shipping.  From where did you receive that information? I called the day before I picked up my pump to ensure that it was ready to be picked up and that it was covered in full. Apria confirmed that it was ready for pick up and that it was a zero balance. When I arrived with my toddler and infant son, they told me that they would only RENT to me a USED breast pump!!!!!!!!! I waited in the waiting room for TWO HOURS!!!!!!! when I told the receptionist that I needed to pump, she mocked me and said,"oh, you "need to pump?" That's not my problem!" So I leaked through my shirt and sweatshirt while waiting for my pump. I never received the new pump and walked out the door without the pump promised me.So, is that what Apria healthcare means by "free shipping?"How is this business behavior legal? Apria healthcare, that you can't even give correct information when you're communicating in writing via the Revdex.com says a lot about your business and how you treat your customers/patients. And you guys had every, single, piece of needed documents --including a doctors prescription for a breast pump -- since September 3rd. It wasn't that there wasn't accurate documentation. It's that you guys can't perform even fundamental or basic business practice and your patients suffer hugely as a result.so, what did you mean when necessary paperwork wasn't completed, and what do you mean that I received free shipping?]  And I want to be clear that you guys had all of the documents from me that you needed -- including my doctors prescription -- since September 3rd. Being abused and mistreated by your customer service reps was the least of it. You were two months late giving me a breast pump. 
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.
[The response from APRIA only reiterates what I said in my original complaint.  They completely fail to address the fact that the monthly rental fee as well additional maintenance and service fee was NEVER communicated to me at the time I was sold the equipment.  APRIA had two opportunities to tell me the complete cost of the equipment, first when I originally called to get a price quote and again when I picked up the equipment.  I was told specifically there was no monthly charge multiple times by two different people.To simply say my responsibility is the result of my insurance deductible and that I signed the sales agreement does not in any way mitigate the fact they did not give me the complete cost of the equipment.  And as far as the agreement goes the cost for the mask was ZERO on that agreement/invoice.  APRIA continues to hide behind the insurance curtain and completely fails to take responsibility for the fact they did not give me the complete cost of the equipment.  That is my complaint, and that is what I want them to address and make right with me.  They say I can return the equipment but still have to pay the entire balance (which I have done).  Why would I do that when I would just have to buy another machine from somewhere else?  Again I am captive to APRIA because they failed to give me all the information required to make an informed consumer decision.  It is a classic bait and switch.  At this point I am considering lodging a formal complaint with my State's Attorney General Office against them.  What they are doing is wrong plain and simple.]
Regards,
[redacted]

RESPONSE: We want to apologize for the delay of your supplies, but Apria must obtain an authorization required by your insurance before we can ship your PAP supplies. If you are able to provide Apria with assistance to obtain. We have tried multiple times with yourphysician’s office to provide an authorization, but they must fax it to 888-492-0010 for us to have a hard copy on file. Once we obtain this document your supplies will be shipped.

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 18, 2017 I filed complaint # [redacted] regarding an overpayment to Apria at which they responded with a statement acknowledging that I am due a refund of $560.07 on 5/9/2017 (see below). I have yet to receive this check. I have went into the local office here in Sacramento & spoke to both [redacted] & [redacted] who advised me that they too were aware that I am due a refund. I am still paying my monthly bill yet I have not received my overpayment from 2016. Please see the response from Apria on 5/9/17 below: We have reviewed the patient’s account with assistance from our management team and confirmed that the oxygen equipment was approved by her insurance plan [redacted] to be covered at 80%. This leaves the patient responsible for a 20% copay. Therefore, the billing has been corrected and a request has been submitted to refund the patient an overpayment of $560.07 which patient will receive in check form. Our management team is also aware of the issues with the equipment deliveries and will use this as a training opportunity to ensure great customer service is provided going forward. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely, Apria Healthcare, LLC. $560.07 refund due
Regards,
[redacted]

Apria Healthcare's response I read on your site contains blatant misinformation and refuses to accept responsibility for the on-going problems caused by their lack of service. I would ask for the sake of others having to deal with this company that my mother's Doctor's office has stated they have had on-going problems in dealing with them, that you please reopen and/or note the below reply I have.The below is Apria's response."After a review of her records, we confirmed the prescription did not state the DME was needed STAT. Therefore, the order was processed utilizing our standard protocol. Apria’s protocol to process a standard order is within 7-10 business days after receipt of the initial order. Also, your mother’s records indicated the order was canceled by the patient due to the copayment requirement."The first line "prescription did not state..." is in direct conflict with at least 2 Apria employees I spoke with. Both admitted that the matter should have been dealt with much sooner. One stated the matter was placed on "hold" due to them not having my mother's "weight and height" information for her, something her Doctor's office pointed out they could have retrieved quite easily from them but chose not to. Each time I spoke with an employee from Apria they stated they were going to escalate the matter to a higher department. I cannot imagine a business where this is a way of processing an order "utilizing our standard protocol." Additionally, Apria confirmed receiving the Doctor's prescription for a wheelchair for my mother who can barely even stand up on her own, several weeks prior to this complaint even being placed, not "Apria's protocol to process a standard order is within 7-10 business days after receipt of the initial order." The initial order was placed back at the beginning of June, my complaint was filed the end of July and the business did not respond until the beginning of August. The last line above, is further misinformation. After finally being contacted by an employee from Apria who was allegedly ready to disperse a wheelchair to my mother, she was the first person there to state that my mother's deductible would result in her paying $100+/mo for use of the wheelchair until after 10+ months where it would cost $50+/mo based on her deductible. Also, adding that Apria only rents these wheelchairs out to people. In other words, pay over $1000 for the first 10+ months for a wheelchair costing $200+. When I stated this to the Apria employee, she confirmed that that was the case. When that information was passed on to me, again, for the first time through several contacts with Apria Healthcare over accessing a wheelchair for my mother, the employee asked me if I wanted to go forward with it. ONLY at that point did I then cancel the order as it made no sense. All of this could have been avoided if Apria Healthcare did their job from the start that includes informing the customer of their medical insurance plan and rights from the onset. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12045339, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Apria's response is not truthful or at all accurate with regard to dates, actions, or responses to me by Apria.My CPAP was obtained from Apria Health Care LLC, [redacted] [redacted]  I called Apria three times: First time was to billing and told there was nothing due on my account.  The second time I called [redacted] @800.327.4691, I reported that there was a problem in regards to the billing I received from Apria for $32.43 and that my insurance had rejected that billing. She confirmed this and said they did not have further information and that I could call insurance, but then call billing specialist when calling back.  The story is the same. I called Medicare and called BCBS. BCBS informed me that Apria had entered the incorrect billing code and that it needed to have a modifier placed on it. Third time I called Apria and this time talked with [redacted] @866.505.6365, a billing specialist who confirmed that I had a bill of $32.43, that they would not re-bill even if it was there error, and that I needed to pay for it and then maybe collect from the BCBS, and that if I did not pay what I owed Apria it would certainly go to collections.Apria's response is fully inaccurate and disingenuousRegards,
[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 am not real sure what they are saying. My husband hasn't spoke with anyone in regards to any adjustments. We only have been told repeatedly there was nothing they were going to do regardless the fact that we were not properly informed about their policies. I in return had to pay a medical bill with the supplier for the supplies that we will not use. So I am confused as to what adjustment they are referring to. If they would like to refund our money that would be great but I doubt very seriously that's what they intend on doing. Please let me know further to where I will have a clear understanding if I am incorrect with their response.
Regards,
[redacted]

Item # 1:  Mr. [redacted] stated $478.72 was withdrawn from his credit card by Apria Healthcare instead of $239.36 which is the only amount owed.   RESPONSE: We have reviewed Mr. [redacted] account and confirmed that that he spoke with one of our billing representatives on...

August 25, 2015 regarding the overcharge to his account. Mr. [redacted] provided his credit card information and a request was submitted to have $239.36 processed back to his credit card. 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] stated that no proposed action was stated regarding improper billing that was performed by Apria and that he never agreed to any rental.   RESPONSE: We have reviewed Mr. [redacted] account and confirmed he received a CPAP unit and supplies from our company on July 19th, 2013. At the time of set up Mr. [redacted] signed a Sales, Service and Rental Agreement acknowledging that the CPAP unit would be a rental item. Claims were submitted to [redacted] according to their contract by Apria on behalf of Mr. [redacted] for the monthly rental of the equipment. We billed [redacted] for claims dated January, February, March and April 2014 for the CPAP unit monthly rental and claims were denied as being applied to the patient’s annual deductible.   The invoices were unpaid for 180 days and therefore referred to an outsource collections agency due to non-payment. According to [redacted] the CPAP unit will rent for 13 months then convert to sale which it did on August 19, 2014 and Mr. [redacted] now owns the equipment.   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

Thank you for taking the time to bring your concerns to our attention. We have confirmed that the patient received a wheel chair on May 8, 2015. The patient called November 19, 2015 to request the wheelchair be picked up at 8:00am. It was picked up by [redacted] on November 27, 2015. The system wasn’t updated with the pick-up information until December 6, 2015 causing the patient to receive a letter in error to return the wheelchair. The balance showing due of $56.31 is for dates of service of September 8, 2015 through November 8, 2015 for $18.77 per month. The patient was not billed after November 8, 2015. His insurance plan covered at 100% until June 9, 2015 in which it switched to 80% coverage making the patient responsible for 20% co pay. The wheelchair has been returned and the balance is valid. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
Apria Healthcare LLC

I was charged for equipment I never received. I tried to work with their customer service that is not handled locally with no help. 30 to 40 minute hold times then disconnects, multiple days of trying to get the right person on phone, never called back when they said they would . Rude,condescending staff, that did nothing but threaten me with collection. I have gone online and the reviews are terrible. Their local phone number is not local it goes straight to corporate offices. This is not a company that should be allowed to do business in our city

Absolutely ridiculous they have tried charging me cause they didn't use my insurance. I am so fed up with this company. Every time I have got something from there it's been a nightmare. They call and you have to explain for 20 minutes on the phone the same thing over again. Worst business I've ever had to deal with.