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San Diego, Orange and Imperial Counties
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Description

This company offers medical equipment services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.



Additional Locations

  • 10090 Willow Creek Rd

    San Diego, CA 92131 (858) 653-6800

  • 10678 Westview Pkwy

    San Diego, CA 92126

  • 12310 World Trade Dr #100

    San Diego, CA 92128 (858) 576-6969

  • 2530 Jason Ct

    Oceanside, CA 92056 (760) 724-9300

  • 26220 Enterprise Ct

    Lake Forest, CA 92630 (310) 212-7168 (951) 785-5400 (818) 718-6500 (310) 507-8800 (800) 443-7846 (909) 320-1132 (800) 327-4691 (951) 686-6222 (805) 949-3447 (760) 778-5366 (760) 256-5013 (714) 978-2330 (714) 427-2000 (760) 241-4488 (949) 639-2000 (818) 546-1200 (800) 452-0249 (562) 921-1850 (800) 321-2106 (714) 508-5458 (949) 639-2054 (800) 900-0305 (800) 328-5331 (714) 444-1660

  • 401 W Main St

    El Centro, CA 92243 (888) 492-7742

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Additional Phone Numbers

  • (310) 212-7168(Phone)
  • (310) 507-8800(Phone)
  • (562) 921-1850(Phone)
  • (714) 427-2000(Phone)
  • (714) 444-1660(Phone)
  • (714) 508-5458(Phone)
  • (714) 978-2330(Phone)
  • (760) 241-4488(Phone)
  • (760) 256-5013(Phone)
  • (760) 778-5366(Phone)
  • (800) 321-2106(Phone)
  • (800) 327-4691(Phone)
  • (800) 328-5331(Phone)
  • (800) 443-7846(Phone)
  • (800) 452-0249(Phone)
  • (800) 900-0305(Phone)
  • (805) 949-3447(Phone)
  • (818) 546-1200(Phone)
  • (818) 718-6500(Phone)
  • (909) 320-1132(Phone)
  • (949) 639-2054(Phone)
  • (951) 686-6222(Phone)
  • (951) 785-5400(Phone)
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BBB's Business Review on this business is currently being updated. Therefore BBB cannot provide you with any information at this time.


Complaint Detail(s)

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 1, 2014 a rental breast pump was delivered to me in the hospital with a kit. When I returned home from the hospital I discovered the wrong pump was delivered so I did not use it. After having to call three times to have the return box dropped off the pump was returned to the Columbia branch on April 30th. In the middle of June I received a bill for $21.83 and I have received the same bill in July and August. It was explained to me the bill is for the pump kit, which is a retail item and not a rental item. I do understand this and I was also told I am not able to return the kit because there is no way to show if I had used it or not. The pump that was delivered was wrong, I did not use it and I returned it as soon as possible. I did not need the kit but I am not allowed to return it so I am being billed for it. I have called multiple times to have this issue resolved but I keep receiving bills. I was on the phone for over 60 minutes on Monday August 25, on hold most of the time and was disconnected with no follow up. I called back and was put on hold for another 30 minutes and directed to a voicemail box. I left a message but have not heard back from anyone. I called again on Wednesday August 27 and was on the call for 20 minutes and was again, disconnected with no resolution or follow up. On August 27 I was able to get the number to the corporate office, informed them of my issue and was told to expect a call back with in 10 days.

Desired Settlement: I should not be responsible for the $21.83 since I was not able to use the pump or the kit.

Business Response: ITEM # 1:  
Ms. ******** states that she is being billed for a breast pump and kit that she returned soon after delivery. She states that she has tried to have her account corrected to no avail.

RESPONSE
We have reviewed Ms. ********’s account and confirmed that Apria Healthcare has taken the proper adjustments on Ms. ********’s account and there is no balance for payment. We spoke to Ms. ******** on September 10, 2014 and advised her of this information.

We do apologize for this miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
***** ***
Billing Center Quality Specialist

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2012 through mid-2013, I had service with Apria for the purchase and service of a CPAP system, in conjunction with coverage from my medical insurance company, Aetna. Due to a series of actions by Apria during this time that I considered unethical and most likely illegal, I canceled all service and business relationship with at the start of August 2013. At this time my CPAP equipment was paid in full (confirmed by Apria and Aetna). I notified Apria that I was canceling all business with them, including service, both by direct phone conversation with their Customer Support and in writing. My relationship with Apria was ended as of this notice. Apria has confirmed that received my notifications. In Jan 2014, Apria sent me a bill for service provided for the six months starting in Aug 2013. This is invalid and illegal. Apria had no contract or business relationship with me during this time. Apria provided no service during this time; I received no service or equipment during this time. Apria continues to try to collect this charge for service not provided. They have now submitted the charge to a credit collection agency (West Asset Management). Apria’s actions are unethical and illegal. This attempt to collect a charge when there was no business relationship with me and no service provided is blatantly illegal.

Desired Settlement: Cancel this charge and stop all efforts to collect - there ws no contract and no service provided.

Business Response: ITEM # 1:  
Mr. ******* was billed for a maintenance and service fee from January 22, 2014 for his CPAP unit. He feels that when he sent his correspondence regarding his cancelation with Apria in August of 2013 the account should have been closed.

RESPONSE
Upon review of this account, I see that we did receive the patient’s request to cancel all services on 8/22/13; however, we were under a contract with the patient’s insurance Aetna, for a maintenance and service agreement which billed every six months. Since there was no authorization given from Aetna to break this contract, the CPAP unit continued to bill under the agreement. Apria has converted Mr. ******’s CPAP unit to a purchase as of 2/26/14. Because this unit now belongs to him and he did request a cancellation in August 2013, I have recalled the $47.08 from the collection agency. I have also requested that they send him a letter showing that this account has been closed.

Sincerely,
******* ********
Issue Resolution Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/17/2014 Billing/Collection Issues
9/17/2014 Billing/Collection Issues
9/15/2014 Problems with Product/Service | Complaint Details Unavailable
9/11/2014 Problems with Product/Service
9/11/2014 Problems with Product/Service
9/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: APRIA Has been billing for services not rendered, billing my insurance without my knowledge or consent. Making robot calls to my work phone wanting my credit card number. Making unjustified charges on my credit card. Refusing to send itemized and detailed billing for charges charges. The phone calls and billing has to stop. This is harassment and illegal in Tennessee.  I have tried for weeks to talk to someone but no one ever answers the phone , day or night.   T**** *******   **********

Desired Settlement: I have not done business with Apria since 7/2012. I will never do any business with them and will tell everyone who needs a product they sell, not to go there. What a nightmare.

Business Response: ITEM # 1:  
Mr. ******* states that he is being charged for services not rendered and billing of his insurance without his knowledge or consent. He states that he keeps getting robot calls requesting his credit card information. Mr. ******* states that Apria has refused to send him an itemized statement for the amount charged.

RESPONSE
We have researched Mr. ********* account and found that he received a BIPAP unit on July 11, 2012. Per UHC’s contract we rented the BIPAP for 10 months and then placed the BIPAP unit into a 6 month maintenance and service plan. The maintenance and service plan is not a service that is completed on those dates, but it is to insure that if something happens to the BIPAP unit there will be no extra cost to Mr. *******.

Mr. ******* had placed his Master Card on file as recurring so any co-pay, deductible or out of pocket not covered by UHC would be charged to his credit card. The Master Card expiration date was June 2013; therefore we were placing calls to obtain updated information. However, at this time we have removed the credit card from our system and removed his phone number from our outbound dialer system.

As of today Mr. ******* has an open balance of $42.53 for the May 11, 2014 date of service for maintenance and service.

We apologize if Mr. ******* did not receive the requested itemized statement; we have placed a copy in the mail for his records.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response: APRIA Has been billing for services not rendered, billing my insurance without my knowledge or consent. . Refusing to send itemized and detailed billing for charges. They send bills with charge dates and amounts. That is NOT an itemized bill. I want to know what the charge is for. They do not answer the telephone. They keep sending bills , even though I have not had contact with them for four years.

I do not owe them anything, I think they are preying on the elderly.

Business Response: ITEM # 1:  
Mr. ******* states that Apria is billing his insurance for services not rendered without his knowledge or consent. Mr. ******* stated he has requested an itemized statement and we have refused to send him a detailed itemized statement of his charges.  


RESPONSE
We have reviewed Mr. ******* account and confirmed that he received a BIPAP unit from our company on July 11, 2012. Under the insurance UHC contract the patient rented the BIPAP for 10 months and then BIPAP begin billing under a 6 month maintenance and service plan and would only be billed twice a year.

Mr. ******* open balance at this time is $42.53 for dates of services November 11th, 201 and May 11th, 2014 for the BIPAP machine maintenance and service plan. We apologize if Mr. ******* has not received a detailed itemized statement; I will be sending a copy in the mail for his records.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
********* **** 
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Apria advised me that I was eligible for a new CPAP machine. The total cost of the machine was not fully explained to me and found out too late that the total cost of the machine would not be submitted to the insurance provider until the next calendar year when deductibles started over. Over 2,000 dollars got billed to the insurance for a machine that I could find on line for under 500 dollars. It was received in October of 2013 and now in June of 2014 I have to pay a balance of 500 dollars. This seems to be a huge discrepancy on what is getting billed and the balance I still had to pay. When I contacted the local Apria office that provided the machine (located in Overland Park, KS) they blamed the insurance provider. At no time in October of 2013 did they disclose that the total price of the machine would be that high or that it would not be submitted in full to the insurance company within the same calendar year as purchased. To me, it looks like they are getting double payment, once from insurance and once from me. I made the 500 dollar payment because I did not want to tarnish my credit but this seems to be questionable business practice. And if they are doing this with everyone who uses these CPAP machines, they're making a considerable profit.

Desired Settlement: I'd like them to explain why the entire purchase price was not disclosed and why they did not submit the full amount in 2013 when my deductibles were met and it would have been less out of my pocket. Ideally I would also like them to refund what I consider to be over payment.

Business Response: ITEM # 1:  
Mr. ****** states that he would like to know why the full purchase price was not disclosed and why Apria did not submit the full amount in 2013 when his deductibles were met. He states that he would also like to be refunded.

RESPONSE
We have reviewed Mr. ******’s account and found that listed on the Sales Service & Rental Agreement states that the CPAP is a rental at the time of picking up equipment. It shows the billed amount to the insurance, and the patient co-pay that was due at pick up. At that time the full amount for the purchase of the CPAP is not listed on the Sales Service and Rental Agreement due to it was not a purchase at that time.

Per the contract with his Anthem insurance the CPAP is to rent for three months then it does become a purchased item. The CPAP rented in October, November and December for the three months of rental, and then in January it becomes a purchased item. The purchase was billed to his insurance and was denied for deductible to be paid by Mr. ******.

The current balance of $511.70 is for the purchase of the CPAP an
d is open for payment. There has not been any over payments on Mr. ******’s account, and there is no refund to be given.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[ There answer doesn't say anything on why they overcharged me for this item.  Total amount billed to the insurance company was $3,064.56 - item purchased can be bought on line for under $500.00.  That means they overcharged me by 600% - retail, let alone what they probably paid for it wholesale. - this is obviously why they didn't disclose the full price in the contract - I learned a huge lesson here.  If I would buy this item and charge the insurance for over $3000.00 - I would be charged with insurance fraud.  Since I bought it in October - I see exactly why they set up a lease for 3 months to take it to the end of the year and then January 01st - rebill for an inflated price.  I can only imagine if I would have bought it in July - I would have had 6 lease payments and then hit with the January 01st bill again.  For a company to do this to their customers is not right.  As a customer we expect a company to do the right thing.  I can't see anyone thinking this is the right thing.  Just image how many other customers are getting billed this way.  I have always paid my bills - but to be taken advantage of in this way is not right. ]

Regards,

******* ******

Business Response: ITEM # 1:  
Mr. ****** states that Apria did not answer the question as to why the CPAP was overcharged. He states that he sees exactly why Apria set up the CPAP to rent three months and then bill the purchase after the first of the year at an inflated price.

RESPONSE
We have reviewed Mr. ******’s account and billing questions he has regarding the billing. Apria billed Mr. ******’s Anthem insurance at National retail price for the CPAP rentals/purchase and sale of CPAP supplies. Anthem does not cover the full national retail price they have an allowable that is paid or applied to the patient’s deductible.

As for the CPAP renting for three months and not being billed for the purchase until January 2014. Apria was following the Anthem billing contract which states that the CPAP will rent for 3 months and then purchase in the fourth month. Mr. ****** can confirm this information with Anthem for his records. 

Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It's interesting that Apria keeps trying to turn this back on the insurance company because I did check with them first and their explanation is quite different from yours.  It's also obvious that Apria is going to continue to spin this is any direction except the one that would cause them to reflect any negative responsibility.  Three monthly payments by the insurance for over 300.00 each plus a final bill of 500.00 paid by me ends up being quite a healthy profit for Apria.  It's no wonder people are getting slapped with the ridiculously high health benefit premiums.

The bottom line is that there is no reason why the full amount could not have been submitted to the insurance at one time, in October of 2013 when I took ownership of the CPAP.  The insurance company would have then determined their portion of payment based on my deductible at that time.  I also know that Apria will continue to direct blame anywhere except where it belongs.  As I stated on the phone with the local office who provided the machine, you got me once but Apria won't have the opportunity to do it again.


Regards,

******* ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In 2013, I was diagnosed with medical condition and needed to purchase durable medical equipment. I was told that I had to rent the machine and after 10 months I would own it; that this was an "agreement" with the insurance company (BCBS MN). I said I was fine with that as long as my payment did not change at the end of the year. I wanted to purchase the equipment out right because I had already satisfied my deductible for 2013 and I could easily afford the 20% i would need to pay. Come January, when my insurance deductible reset, Apria began charging me additional money because the new deductible was in effect. I called the insurance company and they could not find any "agreement" with Apria. I asked Apria to explain the bills they kept sending to me and they couldn't. The balance changed every time they sent me a bill. I was fed up and paid the balance because I thought I was done with it.. Then just last week, I received yet another bill. I called to talk to someone and their office is closed yet again.

Desired Settlement: I would simply like to be reimbursed for every dime I spent in excess of the 20% that I was responsible for at the time I wanted to purchase the equipment.

Business Response: ITEM # 1:  
Patient received CPAP on 8/16/13 and was told it would rent for 10 months and he would then own it. It was agreement with BCBS MN. He states he agreed as long as payments didn’t change at the end of the year. He wanted to purchase the equipment upfront because he had already met Deductible for 2013. He called insurance and they stated couldn’t find agreement with Apria. Asked Apria to explain bills and he stated they couldn’t. The balance changed every time he got a bill. He states he paid because he was fed up and thought he was done. Then just last week, he received another bill. Called to speak to someone and office was closed.

Mr. ***** is requesting a refund for everything he has paid in excess of his 20% that he was responsible for at the time he wanted to purchase the CPAP.

RESPONSE
After reviewing the account it was confirmed that the patient signed the SSRA (Sales Service and Rental Agreement) which outlines that patient would be responsible for any Deductible or Coinsurance amounts that insurance states patient owed. It was converted to sale on 5/16/14 which was the end of 10 month rental period. However, the bill that he received recently was for the last date of service 5/16/14 the insurance sent it back as Deductible they sent this information to us on 7/21/14. This is why he just got the final bill.

In regards to the refund request being that he signed the Sales Service and Rental Agreement he agreed to the terms and conditions on that agreement, which states that he would be held responsible for any co-pays, coinsurance, and deductible amounts after the insurance processed the claims & did not cover per Mr. *****’s insurance policy. The amounts that were paid on the rental equipment were patient responsibility according to his insurance, Mr. ***** will need to speak with his insurance provider to explain the additional charges that were not paid by his insurance.

We do apologize for any miscommunication on this matter, and have attached a copy of the Sales Service and Rental Agreement that was signed by Mr. ***** to this letter.

Sincerely,
******* *******
BPM Resolution  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was not adequately informed when I made decision to use the sleep apnea machine. I was notified subsequently that I would have to pay for supplies, monthly rental fees and that I have a deductible of $800.00 to satisfy with my insurance company. Also I believe the machine was given to me prior to approval from my insurance company.

Desired Settlement: Apria Healthcare still sending me invoiuces for me to pay a balance due of $320.56. The Doctor who had ordered the machine for me agrees with me that I should not pay this amount. The Company has not made any effort to resolve this matter amicably. Please resolve this issue due to the fact that I was not adequarely disclosed of the above information and should not be responsible for this amount. The Company has been informed in writing. The machine has been returned.

Business Response: ITEM # 1:  
Mr. ***** stated he is receiving a balance due of $320.56 and does not feel responsible for the
amount.

RESPONSE
We have reviewed Mr. *****’s account and confirmed that he received a CPAP unit and supplies on 2/28/14.

Apria submitted claims to UHC – Oxford on behalf of Mr. ***** with authorization on file effective 12/04/13 – 3/03/14. Once claims were processed the insurance denied claims as being applied to the patient’s deductible. That information is not provided to us until claims are billed to the insurance as it is patient responsibility to be familiar with his insurance plan.

Mr. *****’s balance due at this time is $320.56 for the CPAP Unit rental and CPAP supplies received on 2/28/14.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,

********* ****
Billing Center Quality Specialist
 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The miscommuniation stems from the fact that Apria Healthcare should have informed me that there may be a deductible that I would have to satisfy before they would receive any payments. There was nothing mentioned in advance to let me know of this. I woud have contacted my insurance company prior to getting the machine and discussed this with them.  Due to the fact that I was not made aware of this $800 deductible that may have to be satisfied before a rental fee and supplies would be reimbursed I feel that I should not be responsible to have to pay for it. The Doctor who recommended the machine totally agrees with my position that I should not have to pay the balance due of $320.56. I am sure Apria was well aware that insurance companies have these deductibles which I was not.

Please have Apria Healthcare billing Company stop calling me until this matter gets resolved! They call me when I am working and are disruptive to my work.

 Regards,

****** *****

Business Response: ITEM # 1:  
Patient still feels he should not be responsible for the balance of $320.56 because he was not made aware there was a deductible to be fulfilled before insurance would pay. He feels this was Apria Healthcare’s responsibility in advising this.

RESPONSE
I have confirmed the insurance coverage was verified on 2/20/2014 and 2/28/2014; however UHC-Oxford Health Plan did not notify Apria Healthcare prior to the order being processed that the deductible had not been fulfilled.

It was not until after they processed the claims that we were advised of the deductible that was still owed. Due to the insurance processing the claims as patient responsibility for deductible, Apria Healthcare will continue to pursue payment attempts on this balance.

Sincerely,
****** *******
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received a May 5, 2014 letter from United Healthcare the the request from Apria was denied due to not being medically necessary dated. What will it take to bring this case to arbitration?

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company refuses to submit my bill to the insurance company for payment and has turned it over to a collection agency now and refuse to talk about it any more. My insurance will pay this bill and told me it was never submitted according to their records. This is not the first time that I have had a problem with the billing at Apria healthcare.

Desired Settlement: I would like for the top manager to be notified and submit a statement to the insurance company for payment and take my bill back from the collection agency. June 2, 2014 I talked to *******, at A and was told by her to disregard the bill because she was going to submit it to the insurance company but the insurance company did not receive anything from her. I talked with **** from the insurance company. **** talked directly to ******* and gave her the correct information as to where to submit

Business Response: ITEM # 1:  
It is the patient’s belief that we should be billing the insurance company for a date of service that has now rolled over to collections.

RESPONSE
After further review, we have found that the claim was not submitted to Medicaid in September of 2013 as it should have been. When it was billed in April 2014, it was past timely filing causing it not to be covered. This was an Apria error and the patient is not to be held accountable. I have recalled the amount of $70.72 from collections.

We apologize for any miscommunication or issues on our behalf regarding this. We have made the proper corrections to ensure that this issue has been fully resolved.

Sincerely,
******** ***
Customer Inquiry Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

***** *******         THANK YOU

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received a bill for $77.33 statement date 7/10/2014, due date 7/31/2014. The week of 7/20/2014 I called into the billing office for information about the bill. The charges are from a 5/22/2014 order. The charges and payments/credits are unclear as to who paid since we have 2 insurances. I checked the insurance information online for both and it did not agree with the statement. The amount due stated 0-30 days. I was given incorrect information. On 7/28/2014 we received a call from Apria but we were not home. No message was left. On 7/29/2014 we received another call from Apria. The gentleman was calling from collections. He was foreign, couldn't understand him, connection was bad so I am assuming the call came from out of the U.S. However, I did understand it was a collection call trying to collect more than the 7/10/2014 was for. I told him the billing amount on the bill we received and the bill wasn't even due yet. But he stated he would be happy to take the payment - the other amount of course. I had no idea what the difference was for. The following day I again called the Apria billing department, again waiting for about 1/2 on hold. And again was given wrong information. I was told the difference was from a 1/2014 bill they just had received back from the insurance company and it had been "refused". I was told they received this on 7/25/2014. Obviously there wasn't time enough for them to send a bill let alone for us to receive it. In researching this I found that the billing had NOT been refused but had gone towards the deductible. A little bit of a difference in information. Not having received a billing, the gentleman that called was trying to COLLECT the amount of that along with what we did receive a billing for before the due date. With all the scams going on these days why would I give out a credit or debit card to anyone trying to collect money that we didn't have a bill for let alone something that wasn't even due yet? What kind of billing and collection policies are these? Product_Or_Service: Sleep apnea products

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like an explanation of why they make attempts to collect money that isn't even due yet, the incorrect amounts, giving out the incorrect information from the billing department, not once but twice. How they expect people to pay bills they haven't even received yet.

Business Response: ITEM # 1:  
Mr. ***** is requesting an explanation of why he was contacted by our office to collect payments that were not due at the time and was given incorrect amounts.
RESPONSE

We have reviewed Mr. *****’s account and confirmed that he received CPAP supplies on January 27, 2014. Apria submitted claims to the insurance on behalf of Mr. *****.

Mr. ***** claims were denied by the insurance as being applied to his deductible and placed as patient responsibility on July 2nd 2014. A statement generated and was sent to the patient on July 10th 2014 reflecting balance due of $77.33. Our outbound dialer system made a call to the patient to inform him that there was an outstanding balance due on the account. At the time of the call the account reflected additional claims that were denied by the insurance which increased the patient balance due to $94.75 which was also applied toward Mr. *****’s deductible.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
********* ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In October 2013, I received items from Apria. Through the appeals process, my claim was denied by my insurance because I had not met my deductible. The denial was on 7/14/14. I began to receive calls for collection on 7/23. I was unaware that this had been denied. On 7/24, they contacted my mother and called me again as well. I contacted the number that I had for Apria and talked to the billing department. I was told that the insurance company had refused to pay because 1) it was was not medical necessity, 2) that my doctor had not submitted the papers necessary, 3) that my insurance company had simply refused payment. Three people, three different answers, none of which were correct. I talked to a wonderful rep who said I should never had been turned over to collections because they had not had time to even send me a statement. I then gave her my credit card and paid the balance in full. I then received another collection call. The person who called apparently was in an overseas call center, as he could not pronounce the name April correctly. Five calls for collection on a bill that I had never been billed for seems more than a little excessive. Something similar happened to me as well in 2012.

Desired Settlement: I cannot continue to do business with this company any longer. 1) Their items are incredibly expense to what is available online, 2) they always call to try to get me to reorder supplies even when not needed, and 3) I have wasted 2 1/2 hours of my time trying to get the calls stopped and information on why the claim was not payed. I did not have this problem for the first three years of our relationship, but I simply do not have time to waste trying to stop calls and getting information that should be very easy to look up.

Business Response: ITEM # 1:
We have reviewed Ms. *****’s account and confirmed on October 24, 2013 she received supplies from our company. Apria submitted the claims to Anthem BCBS on behalf of the patient.
  
RESPONSE
We received a response from Anthem that claims were being denied as being applied to the patient’s deductible. Ms. ***** has already paid in full and there is currently a zero balance due. We have also requested that Ms. ***** is removed from all of our auto dialer systems as of today in order to discontinue the calls.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
********* **** Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was referred to a local Apria Healthcare branch for purchase of a CPAP machine and humidifier in January 2014. I was required to provide my VISA card number as a condition of the purchase. Initial billing from Apria in late January 2014 was for "CPAP/BIPAP Supplies" and did not specify what supplies were included. I was able to meet with a local Apria representative and determined the itemized list of supplies on that statement, and paid that billing statement in full. I received statements from my health insurance in late March 2014, showing that Apria had billed my insurance for the full amount of the CPAP/humidifier purchase. In April, I began receiving "billing" calls from Apria, and in early May I received a statement from Apria which did not match any co-pay amounts or "patient responsibility" amounts on my health insurance statements. I contacted an Apria billing representative by phone on May 17, and she also had difficulty understanding how the amount due had been determined. I did not receive any more statements from Apria, so on July 18 I called their billing department, was told I had a zero balance but the machine was listed as a "rental", despite the purchase billing to my insurance. Today I received notice that Apria has charged my VISA for an additional amount, despite the lack of recent statements from Apria. When I looked online for other consumer experiences, "collection calls" or random charges without prior statements seems to be a chronic pattern with Apria.

Desired Settlement: Accurate itemized statement of equipment description and amount billed to insurance, amount paid by insurance and amount owed by me. I will then settle the final billing.

Business Response: ITEM # 1:  
Mr. ********* states he was required to provide Visa credit card as a condition of purchase. The initial billing from Apria did not specify what supplies were included. He was able to obtain that from the local Apria office. He paid that billing in full. He received statements from his insurance in late March 2014, and the amounts billed by Apria did not match what was showing from the insurance. He has requested an accurate itemized statement of equipment description and amounts billed to insurance, amount paid by insurance and amount owed by him.

RESPONSE
I did confirm per comments that itemized statements were sent to Mr. *********, so I called to see if he had received it. He stated he had, but did not understand the format due to Apria jargon. I did notice there were several issues with the pricing, so I reached out to the Apria billing center to check into this. They were able to provide me with all insurance Explanation of Benefits, and I was able to compile that information into a spreadsheet to show all payments and billed amounts for the patient. I called Mr. ********* and advised of this, and he was pleased. He has my contact information should anything else be needed.


Sincerely,
****** *******
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: DEAR SIR?MADAM IN APRIL 2014 MY HUSBAND WAS INVOLVED IN AN ACCIDENT,APRIA HEALTH WAS SUGGESTD FOR HIS MEDICAL EQUIPMENT,WHEN THEY SENT IT IT WAS THE WRONG EQUIPMENT,ALTHOUHG I PAID A COPAY OF 38.45 ON 4-21-14 WHEN THEY SENT THE CORRECT THINGS 4-28-14 I PAID ANOTHER 64.49,I WAS TOLD I WOULD BE CREDITED THE FIRST COPAYMENT OF $38.45 I HAVE STILL NOT RECIEVED CREDIT.ON6-18-14I WAS BILLED FOR 7.11 FOR AN ITEM I DID NOT ORDER OR RECIEVE I HAVE SENT THEM A LETTER AND HEARD NOTHING BACK,NOW THEY HAVE WITH DRAWN THE 7.11 FROM MY BANK ACCOUNT I DID NOT GIVE THEM PERMISSION TO DO SO...I THINK THEY ARE WRONG AND OWE ME MY MONEY BACK....ANYTHING YOU CAN DO WILL BE GREATLY APPRECIATED,THEY SHOULD NOT BE ABLE TO CHARGE PEOPLE DOUBLE COPAYS AND CHARGE FOR THINGS THEY DID NOT RECIEVE OR ORDER..PAT Product_Or_Service: MEDICAL EQUIPMENT Order_Number: ********

Desired Settlement: DesiredSettlementID: Refund THEY SHOULD REFUND ALL THEY OWE ME.. THANK YOU,******** * ******

Business Response: ITEM # 1:  
Mrs. ****** states that they are due a refund for amounts paid for the incorrect equipment. She also wants to know why Apria charged her credit card $7.11 without her authorization.
  
RESPONSE
In our research of Mr. ******’s account we found that we delivered a wheelchair, folding commode and folding walker on April 18, 2014. We collected the co-pay amount of $38.45. At the time of the delivery, Mrs. ****** signed the Sales, Service and Rental Agreement and placed her credit card on file to be charged for the monthly co-pay for the wheelchair rental. We made a new delivery of a drop arm commode and folding adult walker on April 25, 2014 and collected co-pay of $64.49.

We apologize for the delay in the refund of the co-pay amount paid for the commode and folding walker on April 18, 2014. Apria refunded $30.63 on August 12, 2014 with check number ********. The additional $7.82 paid on April 18, 2014 was applied to the wheelchair rental co-pay.

Because Mrs. ****** provided credit card information on April 18, 2014 to charge future wheelchair rental co-pay, deductible or out of pocket. The credit card has been charged the co-pay of $7.11 for past wheelchair rentals, which is the charge Mrs. ****** referred to in her concern.

We have mailed a copy of the Sales Service and Rental Agreement signed by Mrs. ****** for her records. As a courtesy we removed the credit card from the account, therefore Mr. ****** will now receive a statement for his open balance each month.
We apologize for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2014 Problems with Product/Service
9/3/2014 Billing/Collection Issues
8/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: hello,I received my c-pap from apria healthcare on jan 2013. it was billed to my insurance from my employment, we paid approx 250 up front. apria told me it was to be billed as a rental for 10 months. my husband gave them his debit card info said they would withdraw the monthly charges at 50 dollars per month for 10 months. apria took out 1 month at a lower rate. approx 4 months went by and no payment taken out.my husband set up the withdraw again, at that time only 1 payment was taken out. my husband set it up again. my employer showed me the statements of what was paid at 80%. we called apria and at that time they refused to take the amount paid off from my insurance at work. so then apria said not all information was received, I faxed the information to apria and once again apria said they would not take off what was already paid for. my business manager from my place of employment sent apria a check for 468 dollars but it still did not come off the statement from apria.so once again it didn't come off. so the business manager once again gave me the copy of the check which was dated 2-14-2014, which has not been posted. so we called the wichita,ks office and was told they did not get the check, meantime while we were getting nowhere with apria they sent me a letter saying they were going to place the balance of $450.00 to collections and then took that same $450.00 from my husband's debit card, in which we called apria and had the debit card info removed from them. apria said oh yes we will remove it but apparently they did not do that. my husband is on social security disability. The 20% I owe from my insurance does not = the balance of $450.00. This has happened to many people from all over the united states. very frustrating.

Desired Settlement: in all fairness the $468.00 check needs to be applied to the balance apria claims I owe and the $450.00 needs to be refunded to my husband's debit card. the way i see it apria is getting paid twice. isn't that FRAUD!!!!!!!! and why is apria threatening to turn me into collections and also take the money out. I do understand I do owe approx $120.00 NOT $450.00

Business Response: ITEM # 1:  
Ms. ***** states that she has overpaid and wants to be refunded and stop being told she is going to be billed and sent to collections.

RESPONSE
We have reviewed Ms. *****’s account and found that she has overpaid by $292.00, in which we are in the process of refunding to her. Ms. *****’s open Apria balance as of today is $0.00, with no pending invoices waiting to be paid by insurance or Ms *****. We have also confirmed a $0.00 balance for Ms. ***** with collections. The CPAP unit was converted to sale on January 5, 2014, turning ownership over to Ms. *****.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, 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,

***** *****

Consumer Response: hi there my name is ***** * *****. I have filed a complaint against Apria Healthcare before. the case was settled and apria did sent me an email saying they did discover the fact they owe me $292.00. although they withdrew $450.00 from my husband's bank account. I did agree to settle for $292.00 in the e-mail apria said they were in the process of returning that money to me. I believe that was in april 2014. I also mailed a letter to Apria Headquarters in the first week of july 2014. No response or refund yet. How long does it take them to refund the money they owe to me.

 

Business Response: ITEM # 1:  
In this rebuttal Mrs. ***** wants to know how long it takes for us to send her refund out of $292.00 this was supposed to be sent in April.


RESPONSE
I have reviewed and confirmed on the account that the refund was not processed. I have sent a request to have the refund expedited to the patient. Also the patient will be receiving a refund for $328.00 instead of $292.00. I do sincerely apologize for any inconvenience this may have caused. 


Sincerely,
******** * ****
Billing Center Quality Specialist
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a billing issue regarding my oxygen with Apria Health Care/Denver. I had Medicare and a secondary Blue Cross/Blue Shield of Minnesota (Cargill)from Oct.-Dec. 2012. I have been covered by United Healthcare and Blue Cross... since Jan. 2013. Apria is not billing the right company. My insurance companies have even called them and they still cannot get it right. I'm 83 years old and they are harassing me with collection calls. I have paid the $100 deductible that insurance told me I was required to pay. United Healthcare said they would pay 80% for durable medical equipment (oxygen). Apria should bill Blue Cross/Blue Shield of Minnesota (for Cargill)for the remaining 20%. Blue Cross...will pay 80% of the 20% and I would be billed for the remainder. I receive the EOB so I can see they are billing the wrong insurance company or no insurance company. Apria is also trying to bill the full amount to Blue Cross...which sounds unethical as well. Apria's second insurance employee states she has the right info but can't help with the primary insurance but would have a supervisor call. On 12/17/13 they said primary is correct. I've never seen a company where their departments can't work together. My daughter and I have made several phone calls as well as a letter on 10/17/13. They continue to bill improperly and call me from collections. I just cannot get any resolution. I have to use companies that my insurance approves. I tried to change companies and Apria won't give them the info to change. I would never use nor recommend this company to anyone.

Desired Settlement: I would like Apria to bill the proper insurance companies and bill me for the balance only.

Business Response: ITEM # 1:  
Ms. **** states that Apria is billing her and not the correct insurance. She is requesting to have the correct insurance companies billed. Ms. **** also states that Apria will not provide the needed information for her to use another company.
 
RESPONSE
Apria reviewed Ms. ****’s account and found that on January 17, 2014, we were informed by UHC that they were her primary insurance and Physician Partners her secondary. We are in the process of having that information verified so we can submit claims for the January 10, 2014 dates of service.


We also have comments that ***** requested information to be faxed to her so Ms. **** could transition to another company. We requested that ***** fax us the disclosure paperwork so we could release the requested paperwork.

We have made the needed adjustments to the 2013 claims and once we have the new insurance verified we will submit the 2014 claims to be processed by UHC and Physicians Partners. 

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Apria still has the information wrong.  ***** has had United Healthcare as of Jan. 2013 to present date.  The year of 2013, ***** also had a secondary insurance - Blue Cross/Blue Shield of Minneapolis (Cargill).  As of Jan. 1, 2014, ***** no longer has Blue Cross/Blue Shield as a secondary insurance.  Physicians Partners told me they quit billing for United Health  as of July 2013 so United Health Care is responsible. 

This is not new information.  The first phone call ever made regarding insurance billing was to Apria was in Dec. 2012 when *****'s EOB showed the wrong information.  ***** or her daughter, ******** **********, have contacted Apria at least monthly to try to get this resolved.  We have a running log of the phone calls but it doesn't do any good because you can't ever talk to the same person.  I even sent a letter in October 2013 asking Apria for assistance  and never received a response.  When I talked to an Apria agent later, they said don't ever send anything in writing because it gets lost in the shuffle.  This clearly shows the incompetence of your agents.

Since I contacted the BBB, ***** has received the info to use another oxygen company.  It's a shame it had to come to this.  However, it is important to get ***** ****'s billing right and her account cleared.

Regards,

***** ****

Business Response: ITEM # 1:  
Ms. **** states that Apria still does not have her insurance correct. She states that she has had UHC since January 2013 and BCBS as secondary in 2013. As of January 1, 2014 she no longer has BCBS and Physicians Partners does not handle the billing for UHC anymore.


RESPONSE
We apologize for the miscommunication regarding the insurance. We had been informed by UHC that they were primary and Physician Partners should be secondary. However we have taken Physician Partners off of the account and have submitted the January 2014 claims to UHC on behalf of Ms. ****. We do not have a secondary attached to her account at this time.
 
As of today Ms. **** has a $0.00 balance. We are disappointed to hear Ms. **** is going to transition to another company, however we understand. Once she has received her new equipment she can contact Apria to pick up the equipment that we have supplied her with.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response: We started this process 1/31/2014 regarding Apria, their incompetence, and their verbal threatening phone calls to my mother.

1.  ***** **** discontinued using Apria services on 2/16/2014 and began coverage with Lin-Care Oxygen. 
 
2.  May 23rd - phone call from Apria stating that her insurance would no longer cover Lin-Care Oxygen and she had to switch to Apria. 

3.  ***** stated she wanted to check into this because her insurance company nor Lin-Care had notified her. 

4. The caller told her that she had to decide quick or she would be out of oxygen on June 1st. 

5. She scheduled May 30th for delivery.  They were a no show. 
 
6.  She called and Apria rescheduled for May 31st.  We waited until 3:00pm.  I called and was told they could deliver up to 9:00pm but to call back around 5:00pm.  They stated that they have no way to get a hold of a dis***cher.  At 5:00 my husband called Apria.  Again he was told it could be up to 9:00pm.  My husband asked him if he would be comfortable having someone go to his grandmother's house at 9:00pm at night.  Really, consider the safety of this.  Of course we stayed with her. 

7.  At 7:30 pm a delivery man came and set up standard equipment because he didn't have orders.  She did not have the conserving oxygen tanks like before.  We assumed it would be the same equipment she had with Lin-Care and Apria previously. She weighs 82 - 85 lbs. and this tank was half her size and she was supposed to fill it herself!!!

8.  I had to make several phone calls, have the doctor write another RX, and have a Respiratory Therapist evaluate my mother before they would give her the portable, conserving oxygen tanks that she had before. 

9.  When the doctor had to write another RX he stated that a group of doctors were meeting with Apria that weekend to express their problems with Apria.

10.  Then she starts getting phone calls again stating she owes from Feb. to June 2014 when she wasn't even a customer. 

11.  After the previous case we opened with BBB regarding this matter, we received a notice dated 2/24/14 that Ms. **** has a $0.00 balance per ****** ****, Billing Center Quality Specialist.  (I have attached this.)

12. On 3/25/2014, she mailed a payment of $59.84 to Apria just to get them to quit bothering her.

13. I have attached the invoices, including the 1 she paid per your request. 

I believe my ***** **** is being taken advantage of because she is elderly and sick.
Thank you for your assistance.

*** **********
*****************
************

Business Response: ITEM # 1:  
Ms. **** states that she is having issues with customer service and billing issues.

RESPONSE
On May 19, 2014, we spoke with Ms. **** regarding the transition to Apria. Ms. **** requested to speak to her insurance first and stated that she would call back to discuss the order for the May 23, 2014 delivery. Ms. **** called Apria on May 23, 2014 and refused the equipment, therefore Apria cancelled the order.

On May 28, 2014 Ms. **** called back regarding the LinCare transition and the order was reactivated. Apria contacted Ms. **** on May 29, 2014 regarding the delivery of the order on May 30, 2014. We apologize that the order was not delivered timely. The order was delivered on May 31, 2014 as ordered by the physician.

On May 3, 2014, we contacted Ms. ****’s daughter regarding smaller refillable portable tanks. She stated that she would try and get the evaluation from LinCare if possible and let us know when Ms. **** was discharged from the hospital.

Apria cancelled the smaller refillable portable tank order on June 9, 2014 because we had not received the prescription from the physician. Apria received the prescription on June 12, 2014 and spoke to Ms. ****’s daughter on June 13, 2014 regarding the order. Ms. **** was set up with the EasyPulse 5 on June 16, 2014.

On July 30, 2014, Ms ****’s daughter called to place an order for B tanks and also have the homefill picked up. We tried to pick up the homefill on August 1, 2014, however no one was home.

The statement for $59.84 is for co-pay on the January and February 2014 dates of service where the insurance did not pay at 100%. We had not received the denial from the insurance on February 20, 2014 when we replied back that Ms. **** had a $0.00 balance as of that day. Once the denial was received we sent a statement to Ms. **** informing her of the open co-pay balance. We did not charge Ms **** for months that she was with LinCare.

Sincerely,
****** **** Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 I believe you have the May dates incorrect but it's really not relevant since we agree that she did not receive her equipment in a timely manner on May 30 and actually received the equipment at 7:30pm on May 31st.

 
***** **** was home all day on August 1, 2014 and I can prove it because she does not drive and I was at work.
 
Ms. **** states that ***** owes $59.84 for Jan. and Feb.  it's convenient that you can just retract your statement that she had a $0.00 balance on February 24 and we're supposed to believe that any billing is correct after that.
 
On March 25, 2014 she mailed a check #2010 for $59.84. Apria has cashed the check and cleared the bank.  Apria has never posted this payment according to subsequent invoices and the constant phone calls stating she owes $208 or $280.  She receives phone calls 3 times a week up to 3 days a day. On Friday, August 1st she received 3 phone calls from Apria. 
 
I have written to the state insurance commission but they stated they would only regulate the quality not billing disputes.  Her iUnited health insurance company called Apria 3 times from July 28th to July 30th for us to conference call.  They gave up after being transferred around, disconnected, or on hold so long they couldn't wait. 
 
I do not know where to go next.  Apria is definitely taking advantage of a frail, elderly woman. She is so upset over this and worries about this constantly.
 
I request Apria to correspond with either ***** **** or ***ricia ********** by email or in writing that they will stop the harassing phone calls. I also request that any equipment or billing issues be in writing.
 
***** *****, BBB, - my mother cannot use another oxygen company due to insurance restrictions.  Where else can I write to report Apria and get resolution?  Thank you.
Regards,

***** ****



Consumer Response: Dear *****,

Regarding the complaint between ***** **** and Apria. We still have not received an answer to my August 5 email.  Now they have sent my mom's bill of $15 and some cents to a collection agency. ****** /Apria stated they applied the $59.84 that was never posted to her April bill. She didn't even have Apria service from 2/16 until 5/31. What is our next recourse?

Thank you.

*** **********

Sent from my iPad

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: apria "forced shipped" me an overabundance of cpap machine supplies that I didn't even order. They will not take them back and insist on billing me. I discussed this matter over a month ago and thought the matter was dropped after talking with a supervisor. I how have a "new" bill for the supplies.

Desired Settlement: Either pickup the items they sent me, give me an address to send them to, and most importantly, send me a letter apologizing and drop the matter. I've never seen anything like this.

Business Response: ITEM # 1:  
CPAP Supplies from Apria Healthcare

RESPONSE
The patient placed an order through Apria Healthcare’s Interactive Voice Response automated system (IVR) on February 24, 2014. The IVR states that if the patient’s insurance will allow, Apria Healthcare will ship a 90 – day supply of air filters, cushions and pillows. Apria Healthcare shipped the supplies on March 6, 2014. There is no record of the patient calling to indicate he did not want the said supplies. Upon receiving a bill for the deductible from *********** (current insurance provider), the patient contacted Apria Healthcare to notify that he did not want the supplies. Our billing department informed Mr. ****** that he should have contacted us when the supplies were received if he didn’t want them. 


Sincerely,
**** *********
Area Customer Service Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered supplies for my CPAP machine in May of 2014. Apria claims to have delivered the items to my physcial address on June 18 2014. I stated repeatedly when placing this order to not ship items to my physcal address but my business addresss. They assured that they would. In the following weeks after placing my order I got two phone calls from the delivery company attemtping to make delivery to my physcial address. There is no access to my home. I live very rurally 1 miled behind a locked gate. Each time they called me they stated they were at my gate. I expalined to them that delivery was to be made to my business address and not my physcial address. They said they understood and told me they would make an attempt of delivery the following day to my business address. I never heard from the delivery company again. I contacted Apria again to verify where my supplies were and inquire why they had not been delivered. Customer service informed me they were delivered 6/18. I said no they were not. She asked I had not gotten them and I said no. She then placed another order. When I asked about billing and my insurance being double billed, I got treated rudely and transferred to billing that with wait times of over an hour, I have not been able to talk to .

Desired Settlement: I need my medical supplies for my CPAP and do not want my insurance companies billed twice for one set of supplies as they have done.

Business Response: ITEM # 1:  
Order of supplies have not been delivered to correct address (request to deliver to office address). Order has had to be placed more than once and has not been received at correct address. Patient does not want insurance companies billed double in error.

RESPONSE
Contact was made with the patient and items have shipped correctly to her office address at her request. All billing has been confirmed to be accurate and no double billing has resulted. Her shipping address has been updated in our system to ensure no issue with future orders. Customer is happy with the outcome.

Sincerely,
****** ********
Area Customer Service Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This Company has very poor Business Practices and ethics. I began having issues with this Company shortly after my Wife and I filed Bankruptcy Procedures through the Federal Courts. The bankruptcy was Discharged but this Company chose to fight with me on removing all past Bills after being formerly served papers through the Courts. I took the issue to the Branch Manager here in Colorado Springs but was told that he did not know how Bankruptcy worked and would have to follow up with me regarding any past Billing Issues. This of course never happened and the amount was sent to Collections by the Company and placed on my Credit Report. I attempted to have this Company remove the Bills in question but after speaking with a Customer Service Representative Supervisor they finally made note of the Bankruptcy in their Data Banks and promised the issues would be resolved, which never happened which was late 2013. The Oxygen Equipment constantly failed and had to have the equipment replaced which caused Technicians to become involved and received rude treatment. So, overall, the Business should not have an Office in this City ith these kinds of practices.

Desired Settlement: I am seeking a reasonable repayment of any Bills that are outstanding but they need to simply put everything in a written statement and they are not permitted to call me at all because the talking by phone is over at this point. I will not speak with anyone by Telephone, but I will respond by mail only. After continuous rude treatment by one particular Billing Representative (Ralph) I simply refuse to deal with anyone from this Company by phone. I hope that other consumers will be cautious when

Business Response: ITEM # 1:  
Mr. **** states that after he filed Bankruptcy procedures through the Federal courts, the case was discharged. However, Apria chose to fight with him on removing the past bills after being formerly served papers through the courts. He is requesting to have the amount removed and the resolution placed in a written statement for his records.


RESPONSE
We have reviewed Mr. ****’s account history and found that we has not received all of his bankruptcy paperwork. We have corrected this account balance as of today to reflect a $0.00 balance with Apria and State Collections. We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In addition, our Attorney at the time had sent this Business a copy of the Bankruptcy Paperwork not once, but rather twice because the Business refused a direct Court Order. Plus every Creditor was sent paperwork to attend the Federal Court Hearing and none showed to dispute the Court's findings, therefore the Attorney went forth with his actions and completed all paperwork with the two of us in his office. Now, ****** failed to say anything about the Misconduct with Ralph in the Billing Department and the rude responses we had received from him. I do appreciate the Business removing the necessary balances so that it now shows a zero balance, this is long overdue.. they really need someone that knows what a Court Order means and how to best serve their Clients. Regards, ***** ****

Business Response: ITEM # 1:  
In addition, patient had concerns that the attorney had to send the bankruptcy documentation more than one time. He also express concern that the original response did not reference the unsatisfactory customer service that was provided by the billing department.

RESPONSE
We do apologize that we did not receive the original bankruptcy notice from the  attorney’s office, and that we did not speak to the concern about the customer service that was provided by the billing department. We have escalated the issue with the representative in the billing department to have training provided as Apria Healthcare does strive to ensure that all customers are provided excellent customer service. I did confirm again that there is a zero balance on the account and with State Collections
Sincerely,

****** *******
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2014 Problems with Product/Service
8/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: this has to do with a sleep apnea machine which my doctor faxed all the paper work needed to Apria healthcare of Norwood mass in late January of 2014 to this date 5/23/2014 I still have not received it ( the machine ) they keep stalling me they call me asking for insurance that I have, ask needless questions that are all ready in the information they got from my doctor I have wasted my time trying to call them they do not return my messages I leave to them I have spoken to several people and I keep getting the same results nothing sometimes when I get a call from them I am not home I call them back leave a message I always get back to them the same day unlike them I was left a message 3 days ago by a person called ******* she left me a # I called put in her extension and it just made a busy signal all 7 times I call it over 3 days i wake in the mornings with head ackes from not breathing right at night and I am totally disscusted with this company that sells medical equiptment how many other people are suffering because of this company

Desired Settlement: I would like to get the machine

Business Response: ITEM # 1:  
Mr ******** was upset that it had been several months since his CPAP order was sent to us and it still had not been received.


RESPONSE
I looked at the patients account and noticed that we had been missing information that had been difficult to obtain from the DR. The patient was updated during this time of the status.
His order was cancelled stating that we were missing compliant notes. I had the supervisor look at the account and he noted that the order had been cancelled in error. We immediately called Mr. ******** to schedule his setup.

He is currently scheduled for 06/09/14 at his request.

Sincerely,
***** * *****
Branch Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

****** ********

Hello I did receive my cpap machine 6/9/14 but the wording from the business is not correct   the order was placed by my doctor jan 24 /14  I went back and forth with this company,   with them calling and asking me for stuff like  my full name,  my ins co, they would call when I was not home  leave a message and I would have to call them back and either speak to them or leave them a message   on and on this went  when they should be dealing with the doctor for he had all the information they needed I had to deal  with 5 of there people  threw this  ordeal and they cancelled the order themselves  and started all over. in my opinion  after I made a complaint to you the BBB   that they got on the ball to get this c-pap machine to me also in my opinion if I hadn't contacted the BBB I would be still waiting   thank you for your help, ****** ********.

Business Response: Re:  Apria Healthcare Inc:   East Providence, RI
BBB Complaint ID#: *******

Dear *** ****** 

This letter is in response to the complaint referenced above submitted by ****** * ********
to the Better Business Bureau.  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:  

Mr. ******** was upset that it had been several months since his CPAP order was sent to us and it still had not been received.

I looked at the patients account and noticed that we had been missing information that had been difficult to obtain from the DR. The patient was updated during this time of the status.

His order was cancelled stating that we were missing compliant notes. I had the supervisor look at the account and he noted that the order had been cancelled in error. We immediately called Mr. ******** to schedule his setup. He was set up 6/09/14.

He replied with another letter stating that if it had not been for his complaint with the BBB he may never have been set up since it was difficult getting in touch with anyone directly at Apria.

His concerns have been escalated to upper management including Chad Thorpe, SVP Customer Service.


Sincerely, 
***** * *****

 

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

8/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In the six months I have been dealing with this company, they have failed each and every time to deliver the products ordered. They send the wrong product, wrong quantity of products, and do not send what my ventilator-dependent 8 month old daughter needs to remain alive and healthy. Each call to company takes 45-90 minutes to complete. And EVERY SINGLE TIME they mess up the order... If they even send it! I have been told that a delivery is en route, then several days later told the order was never processed. Their customer service is a disgrace.

Business Response: ITEM # 1:  
The customer is having a problem ordering supplies for her daughter and once ordered she is not receiving the items timely and the order is not always accurate

RESPONSE
After being made aware of the concerns that Ms. ****** mentioned, we have been in cntact with her from the local Silverdale branch on a weekly basis. A member of respiratory staff contacts Ms. ****** to verify her order is accurate and to ensure their deliveries are received in a timely manner. We have apologized for any difficulties that this may have caused.

Sincerely,
**** **********
Branch Manager
 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

********* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria is the provider of my C-PAP and BiPAP supplies. They habitually require me to pay what they deem to be my co-pay prior to shipping supplies. Then they bill the insurance company and often receive payment from them on top of what we've paid. And they don't refund over payments. That's just a general statement of the problem. Here are some specifics.Supplies that were shipped on 8/29/13 and on 10/18/13, for $30.93 each, would have been paid in full by our insurance (Aetna) if claims had been submitted, because I had already reached my out-of-pocket maximum by that date. However, instead of filing the claims with Aetna, they billed my credit card for the total of $61.86, calling it a past-due balance. Repeated efforts by my wife and by Aetna have been made to Apria's Billing Department to have those claims submitted. The Billing Department says all they can do is ask the Claims Department to review the charges. It's up to the Claims Department what to do. And they won't permit me to contact the claims department directly.Since Apria doesn't send invoices...only statements...I'm unable to circumvent them and submit the claims to Aetna myself because I'm not able to provide the appropriate coding information.Another, more recent, example of their billing practices occurred with an order I placed on March 4, 2014. They required me to pay $30.93, which is the full amount allowed by Aetna for those supplies, before they would ship the order. Then, they filed a claim with Aetna, who paid $6.19 of that $30.93, giving Apria an overpayment of $24.74 for that particular order. No refund has ever been received for that.What I would like to see happen is that Apria would behave like other medical providers. Bill the insurance company first; then bill me for the insurance company's approved rate, less what the insurance company paid them. It seems reasonable, don't you think? Product_Or_Service: BiPap Supplies Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund I would like for Apria to submit the bills for the supplies ordered on 8/29/13 and 10/18/13 to Aetna, and I would like for them to instruct Aetna to issue the payment to me since I've already paid the $61.86 to Apria. I would also like for Apria to refund the over payment of $24.74 from March 4, 2014, to me.And I would like for them to begin sending me invoices...not statements...for charges that they believe I owe them.

Business Response: ITEM # 1:  
Mr. ******** would like for Apria to submit the claims for August 29, 2013 and October 18, 2013 to Aetna and refund him the payments he has made. Mr. ******** also wants to be sent an invoice for the charges that he owes not statements.

RESPONSE
We have researched Mr. ********’s account and have found that the claims were denied in error because the incorrect ID number was attached to the claims. We have resubmitted the claims to Aetna.

As of today we have requested a refund in the amount of $13.67, the remaining amounts that Mr. ******** paid for the August and October 2013 claims have been applied to other invoices for co-pay on his account.

Apria does not send itemized invoices without the patient calling and requesting them. We hoever do send statements each month there is an open balance.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First, I want to thank you at the BBB for your efforts on our behalf. Unfortunately, you are getting the same runaround from Apria that we have been getting for many months now. They have repeatedly told us that the claims for the dates of August 29, 2013 and October 18, 2013, would be resubmitted to Aetna, when in fact no claims for those dates have ever been submitted to Aetna. The charges for both dates were for supplies which would have been paid in full by Aetna at the negotiated amount since I had already met my out-of-pocket deductible for that calendar year.

 

It appears that the Billing Department does not have the authority to submit claims. All they can do is ask the Claims Department to review them, and it never goes beyond that. Aetna has contacted Apria numerous times, requesting claims for those dates, to no avail, even in spite of speaking with a supervisor who promised to fax the claims to Aetna at one point. Recently, in a last-ditch attempt to obtain the bills from August 19 and October 18, Aetna asked Apria to provide them with all charges billed to us from 8/29/13 through the end of the year; and all that Apria sent them were the charges from 12/26/13, for the new BiPap machine.

 

Also, the excuse of having a wrong ID number makes no sense since all charges billed from January 1, to July 25, 2013, were correctly billed to Aetna and processed promptly.

 

Further, the practice of applying payments to anything other than the charge for which the payments are being made causes continual problems, both for Apria and for us. According to my records, Apria currently owes us $19.31, which I will detail below:

 

Date of Service

Provider

Procedure

Type of Expense

Amt Billed By Provider

 Aetna's Negotiated Amount

 Amt Aetna Paid to Provider

 Amount Paid by Patient

Date Paid By Patient

Patient Underpaid or (Overpaid) Provider

Total Underpaid or (Overpaid) to Apria

 

08/28/13

Apria

Cushion, Disp Filter

Equipment

30.93        

 

 

         30.93

12/26/13

(30.93)

(30.93)

 

10/17/13

Apria

Cushion, Disp Filter

Equipment

         30.93

 

 

         30.93

12/26/13

(30.93)

(61.86)

 

12/26/13

Apria

New BiPAP Machine

Equipment

    1,914.80

       244.80

       244.80

         55.48

12/26/13

(55.48)

(117.34)

 

12/26/13

Apria

New BiPAP Machine

Equipment

       864.64

       121.03

       121.03

         24.21

12/26/13

(24.21)

(141.55)

 

01/26/14

Apria

BiPAP Machine

Equipment

       864.64

       121.03

            6.67

         34.67

02/05/14

79.69

(61.86)

 

02/26/14

Apria

BiPAP Machine

Equipment

       864.64

       121.03

         96.82

 

 

24.21

(37.65)

 

03/04/14

Apria

Filters, Cushion

Equipment

       301.10

         30.93

         24.74

         30.93

03/04/14

(24.74)

(62.39)

 

03/26/14

Apria

BiPAP Machine

Equipment

       864.64

       121.03

         96.82

                -  

 

24.21

(38.18)

 

04/04/14

Apria

Ordered Cushion (Michelle)

Equipment

       278.00

         26.69

         26.69

            5.34

04/14/14

(5.34)

(43.52)

Aetna paid in full because not submitted to Aetna until 5/15, after out of pocket was met

04/26/14

Apria

BiPAP Machine

Equipment

       864.64

       121.03

         96.82

 

 

24.21

(19.31)

 

05/09/14

Apria

Mask, Cushion, Tubing

Equipment

       938.00

         97.71

         97.71

 

 

0.00

(19.31)

 

05/26/14

Apria

BiPAP Machine

Equipment

       864.64

       121.03

       121.03

 

 

0.00

(19.31)

 

TOTALS

 

 

 

 

    1,126.31

       933.13

       212.49

 

(19.31)

(19.31)

 

 

In Apria's response to you, they mentioned that they had requested a refund of $13.67 to be paid to me. It appears that they've overlooked the $5.34 that was overpaid on the charges incurred on 4/4/14. I will consider the matter resolved if they will refund that additional overpayment.

 

Regarding Apria's statement that they do not send invoices without the patient's requesting them, we did request that on February 14, 2014, in a telephone conversation with **** B., Billing Specialist at their Rockford Office. To date, no invoices or even statements have been received since that time.

 

This wasn't part of my original complaint, but I wonder if we could find out how much longer we will be seeing the monthly bills for the BiPap machine which I received on 12/26/13. We were not given a precise time frame for that.


Regards,

******* K ********

Business Response: ITEM # 1:  
Mr. ******** would like for Apria to submit the claims for August 29, 2013 and October 18, 2013 to Aetna and to have the remainder of what he had paid refunded back to him. Mr. ******** also wants to be sent an invoice for the charges that he owes not statements. He has also requested information on how much longer he will be renting the BIPAP machine.

RESPONSE
We have researched Mr. ********’s account and have found the claims were denied in error because the incorrect ID number was attached to the claims. The claims for August 29, 2013 and October 18, 2013 have been resubmitted to Aetna for payment.

As of today Mr. ******** has been refunded $13.67 and received the check for this amount. The remainder of $5.64 has been applied to other invoices for co-pay on his account that Mr. ******** is responsible to pay.

Apria does not sent itemized invoices without the patient calling and requesting them. We however do send statements each month when there is an open balance for payment.

Mr. ******** will be renting the BIPAP for another seven months continually and then will go into maintenance and service where the equipment will rent once every six months for the life of the equipment. This information is provided by Aetna and the contract has to be followed. Mr. ******** can contact Aetna and request for them to send a purchase authorization to become the owner of the BIPAP

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
***** ***
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In my previous response, I included an itemization of Apria charges and my payments, showing clearly that Apria still owes me $5.64. 

 
Mr. *** states that the $5.64 was applied to other invoices for co-pay that I am responsible to pay. He also states that statements are sent each month when there is an open balance. The last statement I received from Apria was dated 12/17/13. Based on Mr. Lam's explanation of when statements are sent, there has apparently been no month with an open balance since that date. So it is unclear to me to what invoice the $5.64 was applied.
 
Further, as I stated in my earlier response, I did request monthly invoices in a conversation with Billing Specialist, ****, at Apria's Rockford, IL office, on 2/14/14. No invoice has yet been received.
 
I realize that continuing the dispute over $5.64 may seem like nitpicking. But there is a bigger issue at stake here. Apria's billing practices border on insurance fraud...and perhaps have even crossed that border in at least my situation. They have billed our credit card for charges without our knowledge and without ever submitting claims to Aetna for those charges. When I order supplies, they insist on my paying Aetna's negotiated rate before they will ship the supplies. Then they bill Aetna and receive payment from them. But they do not then reimburse me for the duplicate payment. In addition, they don't send statements or invoices. My wife has set up a computer spreadsheet to track what has been billed, what I've paid, and what Aetna has paid. If my wife can do it, surely a company the size of Apria could figure out a way to do it.

Regards,

******* K ********



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria supplies CPAP/BIPAP for my sleep apnea through Kaiser, my insurance company. Since I first purchased product from Apria a few years ago, my Kaiser plan has changed to a huge deductible, offered through Obamacare. I called Apria to find out the cost of a completely new head apparatus and they said $26.25. I ordered it and paid the bill. Now I am getting bills from both Kaiser and Apria for $131.23. Apparently because my current insurance won't pay more. HOWEVER, I specifically asked them for the cost, I wouldn't purchase this item if I'd known the correct price because I can't afford it and I'd wait to buy until my Medicare begins in a couple more months. I would not have purchased this product for such a high price. Insurance is way too complicated for me these days, nothing is straight forward and no figures are posted for Kaiser on the Colorado Marketplace. I just bought the cheapest insurance available because it is now the law. I have to rely on the insurance co. and healthcare providers for the correct information. This is not my fault.

Desired Settlement: I want them to stop billing me and I don't want a black mark that affects future service from either Kaiser or Apria since I don't have any other choice that is affordable.

Business Response: ITEM # 1:  
Ms. ***** is requesting for the billing to stop regarding the supplies that she ordered on July 1, 2014. She states that she requested the cost up front and was not given the full amount and is now being billed more which she cannot afford to pay.

RESPONSE
We have reviewed Ms. *****’s account and found that she placed an order for supplies on July 1, 2014. Ms. ***** has a 70/30 insurance plan with Kaiser; therefore she was quoted the 30% co-pay amount of $26.25 for the supplies. However, we also informed Ms. ***** that any amount not covered by Kaiser would be her responsibility.

Kaiser applied the supply order balance towards Ms. *****s’s yearly deductible and Apria sent Ms. ***** a statement on July 15, 2014, in the amount of $131.23. As of today Ms. *****’s open balance with Apria is $104.98 because her payment of $26.25 posted to her account on July 23, 2014.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** *****

NO.  Apria did not say "You're responsible for the balance."  I told them I needed to know the entire cost before ordering.  I knew I had crappy Kaiser insurance that paid for nothing.  ZERO.  It was unusable.  That's why I called Apria.  They told me it was only $26.?? and I paid it.  I made certain that was the cost.  I'm sorry, but Apria is completely wrong -- they think they should have told me something else -- they did not.



BBB's Final Determination: The business failed to resolve the complaint issues.

8/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The sleep center sent a request for a replacement CPAP mask on July 6. In earlier years I received these replacement masks from Apria within 2-3 days. Now after one month I attempted to reach Apria by telephone, using the number supplied by information for the Fairfield business. First my call was answered by a woman who spent 5 minutes taking information and clicking away on her computer. She then transferred me to a line which was presumably the Fairfield business location. There, without speaking to a human, I followed directions and stayed on hold for ten minutes. Then the connection was broken. I contacted the sleep center CPAP coordinator and she said that she has no better luck, that faxing a form is the only was she has to communicate with them.

Desired Settlement: Prompt delivery of needed supplies.

Business Response: Item # 1:  Order was not filled timely
 
RESPONSE:
I spoke with the patient and assured her that her supplies will be shipped to her on Friday, 8/8/14.  She should be receiving them within the next couple of business days via UPS.  The patient was satisfied with the outcome of the concern.
 
Sincerely, 
 
****** *******
Area Customer Service Manager
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on 4/18/2014. On this date I spoke to ***** ******** and emailed a copy of my script and my insurance card for CPAP supplies. 4/26 I called Apria Healthcare to check on my order at that time I was told they were back logged. I called back on 5/2 and then they said I had not met a $200 deductable. I explained that according to my insurance there was no deductable. I received no phone called alerting me to the issue. They order they had on file was even missing some of the items that were ordered. My insurance company called them and they had entered my insurance info incorrectly. My insurance asked to cancel the order and use a different provider, but they said the order could not be cancelled. Called back again 5/9 and customer service person had an attitude because I was questioning the ongoing hold ups. She then told me it would be processed today 5/9? It should have been correctly processed on 5/9.

Desired Settlement: I want to be able to take my order to a different provider since Apria Healthcare failed to:1. Fill my order in a timely fashion.2. Order all the supplies requested.3. Failed to enter my insurance info correctly, which caused a major delay.4. Customer service was absolutely rude and could not care less that we are talking about medical supplies.

Business Response: BBB Complaint ID#: ********


Dear Ms. *****:
This letter is in response to the complaint referenced above submitted by ******* ***** to the
Better Business Bureau. 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: Order was not filled timely; 2: All supplies requested were not prmided; 3: Insurance
information was entered incorrectly; 4: Customer Service Representative was rude

RESPONSE:
I spoke with the patient and reviewed her concerns with her. We have implemented new
processes and procedures within the Sleep Central Department to ensure the orders are
processed timely. Upgraded tools have been supplied to the Customer Service Reps to
ensure the insurance is being verified correctly. A Quality Assurance Review of
randomly selected orders processed is being conducted by the Corporate Office with
results being immediately provided to the Representative and Supervisor for review and
sign-off.

Sincerely,

****** *******
Area Customer Service Manager

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

8/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm writing to lodge a complaint against Apria Healthcare at 5151 B. Starkey Road, Roanoke, VA 24018. I use a BiPap breathing machine and BCBC's chosen PPO is Apria. My mask broke and I've been trying to get a new one through Apria. My BCBC policy says that it has coverage for 100% of the cost. I also have a secondary coverage through Medicare. Even though the company has been told by BCBC that 100% of the cost will be paid they say I must provide them a credit card number that they can keep for records. I choose not to use credit cards and therefore they (Apria) says I cannot get the mask I need. Not because they don't get their money - but because I have no credit cards. This is wrong and I want them to know this and that I could die without the mask. I thank you for your help.

Desired Settlement: Provide my mask.

Business Response: ITEM # 1:  
The patient does not have a credit card to secure the asset for the CPAP mask being requested.

RESPONSE
Apria Healthcare requires a Credit or Debit card to secure our assets for equipment and supplies provided to our patients. The Credit or Debit card is not charged without notifying the patient that the card will be charged, should the insurance not cover the items being provided to the patient.

Sincerely,
****** *******
Area Customer Service Manager

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This was for ***** ****** for our infant. I gave them my credit card number for equipment deposit purposes only. My medical insurance was supposed to be billed for the equipment. Apria did not input my insurance number correctly, so when that did not go through they billed my credit card given for deposit purposes with no notification, no bill, no phone call. By the time I found out about the charge I had late fees. I called the company and they told me they would refund the money. That was a month ago. I just called them again and they said it would be another 2-3 weeks. In the mean time I will be paying interest on their charges. I have had health care professionals tell me this is a common practice with this company and I feel this is fraud. Take my money erroneuosly, then hold on to it for as long as possible.

Desired Settlement: I want this company to be held accountable for this. I believe this is happening on a large scale with this company and it can put people in a very bad situation financially.

Business Response: ITEM # 1:  
The parents of ****** A ***** have stated that Apria charged their credit card without prior authorization to do so. They have stated that they provided the credit card information as a deposit only to Apria Healthcare. They have also stated that they have called a few times to have this correctly billed to their insurance and to be refunded $343.92.

RESPONSE
We have researched Mr. ***** account and have verified that both parents of Mr. ***** signed and dated the Sales Service & Rental Agreement stating that the credit card provided was authorized to be used for any deductibles, co-pays or non covered charges that the insurance did not cover. The card was then placed on file for auto pay to have payment made to the card provided.

The insurance that was billed was billed under an incorrect ID number for the patient. With that being billed under a incorrect ID the charges were sent to patient responsibility and the card was automatically charged for the amount of $343.92. The father then called back to see why and he was informed that the insurance denied due to incorrect information provided as in the ID number for the patient. This was then corrected and billed correctly The refund for $343.92 was then started to have the father refunded for what was withdrawn off the credit card.

The refund has been processed on July 30, 2014 and the parents should have the refund by the week of August 8, 2014 if not sooner.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
***** ***
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a CPAP system from them. I was told that I would be renting it at first, then it would be mine. We paid the up front deposit and have made the payments. I was told that I might have possibly 3 payments of this year that would be slightly more since my health insurance deductible would not have been met, but that by March of this year, I would own it. I keep getting bills from them for random amounts. I cannot get in touch with the local office, it defaults to some other city. When I call them about a billing dispute, they never answer. I have stayed on hold for as long as 20 minutes waiting for somebody to pick up. ONLY when I hit the button for make a payment, will they answer. I asked them to send me a detailed invoice showing my original balance and all the payments that have been made, along with what they say that I still owe. I received a print out that shows what they have billed, and the payments but absolutely NO reference to a balance or what I might still owe. I just keep getting random bills. I received one yesterday that says I have $88.95 past due, and another $35.58 due - I have never gotten a bill for this $88.95 until now. This had happened in the past but I thought it was a delay in me getting my mail because I had changed addresses and they did not have the new one. AFTER I was able to get somebody to answer that one time, she changed it so they sent the ledger or statment, or what they are calling a ledger, and the current bill to the correct address. I have gotten nothing else. All it says is that I have to pay this before my insurance will pay. Ok, I understand that....but, I still am not being told why I am still having to make payments to them. They seem like they are running some kind of scam. I want to know if you have had other complaints against this company. If you have, I want my insurance company to know because they made me get it from them.

Desired Settlement: By billing adjustment, I mean, I want a detailed statement showing my original beginning price, all payments made by me and the insurance, as well as the balances remaining. I am not saying that I will not pay it. I just want to know what I am paying for and what the remaining balance is. It seems like they can just keep sending bills with zero explanation. I do not have all of the information regarding dates and model numbers with me at this moment.

Business Response: ITEM # 1:  
Ms. ****** is requesting a breakdown of what has been billed, paid and remaining amount due on her account.

RESPONSE
We have reviewed Ms. ******’s account and have mailed her a spreadsheet of amounts charged to her and Humana, denied, paid pending and owed amounts. Humana’s contract for CPAP unit’s state that they rent for 13 months and then convert to sale.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June 2013, I was referred to Apria for a purchase of a new CPAC machine by my doctor. Since my deductible was fullfilled and I was changing jobs on October 1, 2013 with a new company. I requested to the CSR and to the local pickup office in OKC, that this transaction was going to be a purchased. I received Explanation of Benefits from my insurance stating a purchase of the equipment was completed in September 2013. However, in the months of October, November, December 2013 and January 2014, I received bills for rental of the equipment. I call Apria Healthcare, the representative stated it was being done as a rental and not a purchase. I escalated the issue all the way back to the Sales representative and find out, that they tried contacting my Insurance once but there computer was down and no one ever called back. So therefore, they never followed through with the insurance company to try to complete the sale of the equipment. A formal letter was sent to them on May 2, 2014 however no response.

Desired Settlement: I would like the 4 months of rental to be credited back to my account. I feel since that they did not live up to there part of the agreement by not contacting my insurance company I feel I forced into this arrangement. I have out of good faith and my Doctors opinion returned the CPAC back to Apria at the end of January 2014.

Business Response: ITEM # 1:  
Patient stated he was told in July 2013 by Apria that we would see if the insurance would allow the purchase of the CPAP as he requested. He states there was no follow up on our end to see the completion of the purchase of the CPAP through. He is now being held responsible for payment for the four months of rental, and he is requesting these be credited back to his account due to the lack of follow up.
 
RESPONSE
I have confirmed the patient received the CPAP unit in July 2013 under Blue Cross Blue Shield insurance, and per our contract with the insurance company CPAP’s are a rent to purchase items. I have identified the representative who was to contact the insurance regarding the purchase of the unit. Her notations do state the insurance system was down at that time. The account does not indicate where follow up was done with the insurance or the patient regarding this request. Patient has since returned the CPAP unit to Apria Healthcare. I have escalated the account to the initial representative’s management team to have training provided regarding the follow up on this account. We have also made the decision to remove the four months rental charges from the account as well.


Sincerely,
******* *******
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, 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,

*** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/12/2014 Billing/Collection Issues
8/12/2014 Problems with Product/Service
8/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare failed to notify me or get my approval for a 1900% cost increase for monthly medical equipment rental when my insurance company stopped covering the cost. Apria Healthcare also charged these new charges to my credit card without my authorization and then sent me a billing statement after the fact for the confusing and exorbitant new charges. I called Apria's billing office and sat on hold for 20 minutes (as I have to do EVERY time I call them) while hearing the recording 'we know your time is important' every 30 seconds. Clearly, my time is not that important to Apria. They were absolutely no help and would only say 'those are the charges and you have to pay'. I checked the paperwork provided with the equipment and it does not say anything about how much the costs are if the insurance provider does not cover it. It also turns out that the charge to me was over double what Apria was charging the insurance company! Not only are they charging me without approval, they are price gouging while they are doing it. The whole practice of no notification and not getting my approval is a deceptive business practice and horrible disservice to customers!! Apria should have contacted me for approval and to make sure I could afford the increase. I would have returned the equipment immediately. I have since returned the equipment after finding no help, no appeal and no customer advocate at Apria. I need the medical equipment, but cannot pay these ridiculous charges or do business with a company that treats their customers this way!! The word 'Care' has no business being a part of Apria's name!!

Desired Settlement: Apria should refund the exorbitant rental fees for the unauthorized billings that occurred after 2/20/14 until the return of the equipment on 5/12/14. $246.73 + $246.73 + $246.73

Business Response: ITEM # 1:  
Mr. ******* states that Apria failed to notify him or get his approval for a cost increase for monthly rental fee when his insurance stopped covering the charges, which were charged to his credit card. He states that he has had to hold each time he has contacted Apria and the paperwork did not provide the cost of the equipment if the insurance did not cover. Mr. ******* states that the equipment was returned and he should be refunded for the unauthorized billing that occurred.

RESPONSE
We have reviewed Mr. ******* account and found that he was not compliant with his CPAP usage per Humana guidelines. Mr. ******* was only 5% compliant and Humana notified Mr. ******* by mail in February 2014. Humana also informed Mr. ******* that he could file an appeal authorized denial with Humana and provided him with appeal instructions.

When Mr. ******* paid his open balance on February 26, 2014 he also gave authorization to place his credit card on file for recurring charges not covered by Humana.

We apologize for our hold times; we are working on a plan to help resolve these issues. On the Sales Service and Rental Agreement signed by Mr. ******* it list the Humana contract rate, however the paperwork does state that if the insurance does not cover the charges the amounts will be the patient’s responsibility.

Because Mr. ******* was not compliant with Humana his account was changed to self pay and the self pay rate was charged to Mr. *******.

Per Mr. ******* written request we have removed his credit card from his account. However, per his request to refund him for amounts paid by credit card, we are unable to process a refund request. Mr. ******* was responsible for the open balance that was charged and we had Mr. ******* authorization to charge his credit card for any amounts not covered by his insurance.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: The business failed to resolve the complaint issues.

8/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered CPAP supp;ies from Apria Healthcare 5/7/14. I was billed 26.50 by Apria and it was charged to my Master card. When I recieved my statement from my insurance company Blue Cross, I found that Blue Cross had paid the entire amount of the order and I did not owe a Co-pay. I called and spoke to a Apria repsentive and she confimed that they had been paid in full by Blue Cross and she told me that I would recieve a refund from them which I have not recieved.

Desired Settlement: I would like the 26.50 over payment refunded to me!

Business Response: ITEM # 1:  
Mr. **** requested to be refunded the $26.50 that he paid for supplies that was covered at 100% by his insurance.

RESPONSE
We have reviewed Mr. **** ‘s account and found that the $26.50 had been placed into a refund request in May 2014, however was not processed. We apologize for the delay and have sent the refund request to our refund department today to process the refund of $26.50. We apologize for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Thank you for your help,  I am Happy with Apria response!

*****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My credit card had been provided to the company three and a half months earlier for medical expenses not covered by Medical for my terminally ill mother (who is unable to advocate for herself). When chargers were made during that time frame the company would call me to receive authorization for charges related to medical equipment. My mother entered Hospice care around the middle of June at which time the company completed orders for her, free of charge as required for Hospice patients. Then on July 11, 2014, my credit card was charged three times for medical equipment covered fully by Hospice. When I contact the company 7/15/14 for reimbursement I was told they could only refund me the amounts that have already cleared the credit card, and that a refund could only be provided by a mailed check. Additionally they are unable to refund money for the pending charge until it clears. The company was able to confirm that they received authorization from Kaiser Hospice for payment in addition to receiving my payments. They are unwilling to provide a reversal of the charges through the credit card. I also requested that my card be removed from their system. However when they delivered more equipment to my mom late last night my credit card was still listed and paperwork indicated it /would be charged. When I called today 7/16/14 to inquire as to why the card was still listed they said they had notes that it was to be removed but that it was still set to bill to the card. I had been told the day before we would be receiving paper bills from here out if a bill was generated. Again no bill should be generated as my mom is on hospice!

Desired Settlement: This is one of many problems I have had with this vendor, including but not limited to sending incorrect supplies and food which made my mother very ill. They have improperly set up medical equipment in our home. This company has a monopoly on the medical field and takes full advantage of medical patients who are unable to care for themselves let alone advocate for themselves. Someone needs to look into their business practices. I am requesting that my refund be made directly and immediately to my credit card instead of a check which could take two plus weeks. I have had my credit card company cancel the pending charge as it was unauthorized and never should have been charged. I am also requesting that someone follow up to be sure that my card information is no longer on file with this company. They should also be punished for fraudulently charging cards without authorization.

Business Response: ITEM # 1:  
Ms. ******* stated that she would like for someone to look into her mother’s account with Apria. She is requesting to be refunded to her credit card as she does not want a check sent to her and she would like to make
sure that the credit card is removed from her mother’s account as she is on Hospice.
RESPONSE

We have researched Ms. *******’s mothers account and upon review the Hospice information was not on her mother’s account. Apria was not notified by Hospice that the patient was admitted on Hospice. This is the reason Ms. ******* was still being charged monthly.

Ms. ******* has stated that she called to remove the credit card from the account on 07/15/2014, and on that same day she stated there was a delivery to the home and the Sales Service and Rental Agreement had the credit card information on there. The reason being is that the work orders are printed in the mornings, so the work order for Ms. *******’s mother still had the credit card information on the order when delivered. The credit card was removed from the account on 07/15/2014

I will be refunding Ms. *******’s $20.29 that was charged after the patient was sent to be on Hospice. The remainder $52.53 is being disputed with her credit card company and will be taking the money back from Apria so I will not be able to issue a refund for that amount as that will cause a double refund for the amount of $52.53.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
***** ***
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Charged $35.00 for the return of my CPAP machine to be returned to Respironics, Inc. for repair on March 8, 2014. An Apria work order was created #********. The estimated length of repair was 60 days. I was issued and billed for a rental unit for the interim use. It is now July 24, 2014 and the unit has yet to be returned. When following up on this repair numerous times via phone and email I have yet to get any factual response. Calling customer service just refers the call back to the Schaumburg receptionist that connects the call to the person that is suppose to handling the work order. That person never answers the call, replies to the voice message or replies to the Emails. Product_Or_Service: Repair Order_Number:********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my unit return repaired or not and I want to return the rental unit. It would be nice to advise other people dealing with this company to be aware of their business ethics.

Business Response: ITEM # 1:  
Delay in repair and return of patient owned CPAP unit.

RESPONSE
Mr. ******* was contacted on 2/21/14 in regards to an order Apria received on 2/20/14 to repair/replace his CPAP unit. The Apria representative explained to Mr. ******* that since his unit was not obsolete and Apria did not provide, we would need to send his unit in for a repair estimate prior to his insurance company covering a new one. Mr. ******* was informed Apria should have a response from the manufacturer detailing the issue with his unit within 30 days. Unfortunately, Mr. *******’s unit was not sent in to the manufacturer until 4/18/14, which caused the delay in getting the repair estimate. Mr. *******’s unit was returned to Apria, repaired on 7/30/14. He is scheduled to pick up his unit and return the loaner on August 23, 2014. Due to errors by the branch in not sending the unit out timely, Mr. *******’s account will be credited for all month’s rental, except for the first month. The total adjustment will be $690.31. If any money is due back to Mr. ******* once this adjustment is completed, he will receive a refund. Called and spoke with Mr. ******* on August 6th to apologize for the issue and inform him of the above. 


Sincerely,
****** * ******
Branch Manager
 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, 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,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have recently ordered my CPAP supplies through apria health care on May 1st. They told me on the phone that it would take 7 to ten 10 days before I received my order. I even had to give my credit card information to cover what my insurance didn't cover. It is now may 19th I have no supplies. I call and call and never get my call answered by a human. I stay on hold for an average of 30 minutes each time then the phone goes dead. I try to call other numbers and I get someone then but I'm always told I have the wrong department or side and transfers me to someone. But I am just put on hold. I have sent a email on May 14th to see if email communications would get results faster. I still have not gotten an email response. This is bad business practices and I'm tired of spending every afternoon on hold and getting no where. I call the Morrisville nc apria branch and never get an answer. Can some please assist me with finding out where my CPAP supplies are

Desired Settlement: I just want the supplies that I ordered to be delivered asap

Business Response: Item # 1:  Delivery Issues:  Patient placed order on May 1st and was told order could take 7- 10 days.  As of May 19th, the order had not yet been received.  Patient experienced extended hold times and when contact was made was transferred and put on hold.  Patient has never gotten a response from the Branch when he calls.  Patient wants the supplies ordered to be delivered ASAP.
 
RESPONSE:  Order was received via phone on May 1st.  When the order processed, a coinsurance was identified the required patient contact be made to collect.  The attempts to the patient to collect the coinsurance were done without a response.  Ultimately, the order was cancelled as per business process.  When the patient returned call, the order was reactivated and processed to completion.  Supplies were delivered 05/29/14 as confirmed with UPS.
 
 
Sincerely,
 
****** ********
Manager – Apria Healthcare

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: THE COMPANY INSISTS THAT I OWE THEM FOR 3 MONTHS PAST DUE IN THE AMOUNT OF $ 652.05, I HAVE ALL MY RECEIPTS AND BANK STATEMENTS VERIFYING THAT I AM UP TO DATE. THEY REFUSE TO DO AN AUDIT ON MY ACCOUNT, REFUSE TO LET ME SPEAK TO A SUPERVISOR, AND WHEN THEY DO POST MY PAYMENTS, ITS 10 DAYS PAST THE DATE THAT I CALL IN WITH A PAYMENT AND THE DATE THAT IT WAS DEDUCTED FROM MY BANK ACCOUNT. THIS HAS BEEN GOING ON FOR THE PAST 4 MONTHS. I DON'T KNOW WHAT ELSE TO DO TO GET THEM TO CORRECT MY ACCOUNT, I'M SURE THEY HAVE TURNED IT INTO THE CREDIT BUREAU AND SINCE I HAVE PERFECT CREDIT I FEEL THIS WILL LEAVE A PERMANENT BLEMISH ON MY RECORD. PLEASE HELP ME.

Desired Settlement: CORRECT MY ACCOUNT AND CLEAR MY CREDIT REPORT.

Business Response: ITEM # 1:  
Ms. ****** stated that Apria is stating that she is responsible for the balance of $652.05. She stated that she has all receipts and is willing to provide them for her account to be corrected. She would like for her account to be corrected and clear from her credit report.

RESPONSE

We have researched Ms. ******’s account and I have confirmed that she did make a payment April 14, 2014 on Apria’s epay site for online payments with a electronic check. When the information was put in the system, the routing number was put in incorrectly. The payment was processed and Apria’s bank PNC paid Apria for the payment and waited to receive the funds from Ms. ******’s bank. The funds were never received and with research we found out that the routing information that was given was incorrect.

I have called and spoke to Ms. ****** and she does understand. I have advised her that she is not in collections and she stated that she will be making payments promptly. She had not other concerns about her account at this time.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
***** ***
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Mother's discharge Doctor recommended she sign up for Oxygen in order to release her from the hospital. When it was time for her to return the Oxygen Apria informed us that we could not return the oxygen unless her doctor released her from it. Her Primary care released her on 7/11/2014. I have been calling since then to get Apria to come to our residence to pick up the oxygen in our house. We have gotten every kinds of excuse why they can't come back to pick up the oxygen that she hasn't used but once, and that was with the driver demonstrating how it is to be used. At this complaint submission we are scheduled to have the oxygen picked up 7/22/2014. Customer service does not answer in state where business is held. Customer service responds in different state.

Desired Settlement: I would like the Better Business Bureau to put this information in their files to inform customers of Apria Healthcare practices and Customer Service.

Business Response: ITEM # 1:  
Complaint was in reference to Apria not picking up the oxygen equipment and customer service agents answering at different locations out of state.

RESPONSE
After investigating the situation, I called the patient’s daughter ****** ****** and explained that for this issue a Customer Service Representative explained when she called in that Apria has to have a discharge Rx on file from her physician to pick up the oxygen or they would have to sign the AMA (Against Medical Advice). The physician sent the discharge slip over on 7/11/14. The pickup was entered and the billing has stopped. A work order also was entered for a program that Apria uses to re-evaluate and the Respiratory Therapist tried to contact the patient to reevaluate her to make sure she does not de-sat on her oxygen still before picking up. Due to the escalation of the complaint we have cancelled the evaluation and we are scheduled to pick up the equipment today 7/23/2014. The daughter is aware that we are coming out today and appreciated my call and getting it picked up.


The Customer Call center is a multi-location call center throughout the country and all calls are answered in the order they come in and any Customer Service Representative can pick up from any location. If you have any questions or concerns please feel free to contact me.

Sincerely,
**** * *******
Branch Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I reject this response because Apria picked up the Oxygen on July 25, 2014. When I requested the Oxygen to be picked up on July 11, 2014, I was told by Apria someone would call me to confirm the pickup. No one called me or my Mother. Apria Healthcare management needs to management staff and not provide customers with shady service.]

Regards,

****** ******

Business Response: RESPONSE

I reviewed the rebuttal and I tried to call the patient’s daughter back on July 31st, 2014 to discuss the situation but no one answers. We received the Rx discharge slip on 7/11/2014. No pickups are completed same day and are scheduled when in the patient’s area. Some pickups can be completed 10 days out at times. We apologize for any inconvenience it may have caused. It has been addressed with staff members. Again, please feel free to contact me for any further issues revolving around this matter and I will be glad to answer any questions.


Sincerely,
**** *******
Branch Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My bank account was charged with an extra payment because of a supposed overdue balance with Apria for a CPAP machine. The payment of $91.83 was taken out on 6/19/14 automatically from my checking account that Apria has on file. Upon finding this extra charge, I immediately called Apria to understand the extra charge. The billing was established such that I pay a copayment automatically from my checking account every month for 13 months to pay off the CPAP machine. When I finally contacted Apria's billing department, they told me that I had to pay extra and had an overdue balance since 11/13. The balance was due to insurance underpaying. I called insurance and they said that they were paying the amount billed to them. Insurance and I contacted Apria together and found out that Apria had raised my bill without notifying me or insurance and there was no apparent reason for the raise in my bill. The billing department said that it would look into the charges. Two weeks have passed with no word. I called Apria for a status update and said that they are still looking. I asked for a detailed breakdown of all charges and payments mailed to me. I received my account information and found multiple billing errors and no record of the extra payment. I receive billing statements in the mail and not once has it shown an overdue balance. I believe the billing department has made errors on my charges with no justification and has not notified me or insurance until money was taken from my account.

Desired Settlement: I would like to have the extra payment of $91.83 refunded back to my account and a letter mailed to me explaining the situation in full detail with all charges and changes explained. I would also like a copy of this letter to go to HMSA insurance for their records. At the conclusion of my CPAP payments (2 months left), I would like Apria to remove all my checking account information as I will never be doing business with them again.

Business Response:

ITEM # 1:  
Mr. **** is requesting to be reimbursed for $91.84 and a letter provided to him and his insurance provider explaining in full detail the charges and changes to his account.

RESPONSE
We have reviewed Mr. ****’s account confirmed that his credit care was charged $91.83 and it reflects as an overpayment on his account. We are in the process of refunding him for that total amount.

We have also completed a detailed itemized statement of his billing and sent it to the patient and his insurance HMSA as requested.

We billed Mr. **** over the allowable amount and have also processed a refund for $22.95 and the billing of his account has been fully reviewed and will bill correctly going forward.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,

********* ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm unable to obtain an itemized bill, containing descriptions, of charges made to my credit card for products provided by this vendor. I can't reconcile the charges with the products delivered. I believe there is a charge for a product which was not delivered.

Desired Settlement: Vendor to produce a bill for charges that contains details of the product description not generic as in "CPAP supplies".

Business Response: ITEM # 1:  
Mr. ********** is requesting a detailed statement of the products he received from our company.

RESPONSE
We have reviewed Mr. **********’s account and confirmed he received CPAP supplies on July 8, 2014 from our office. We have completed an itemized detailed statement of Mr. **********’s billing and mailed it to the address we have on file for his review.

We apologize for any inconvenience this may have caused

Sincerely,
********* ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: APRIA HEALTHCARE CHARGED MY CREDIT CARD FOR A FIRST PAYMENT EVEN THOUGH I HAD PAID THEM CASH FOR IT. ALSO DOUBLE BILLED FOR A MONTHLY PAYMENT, AFTER I PAID WITH THE CREDIT CARD.I HAD TO CONTACT MY CREDIT CARD COMPANY TO GET THE CHARGES TAKEN OFF. I RETURNED ALL THE RENTAL EQUIPTMENT AND THE LADY AT APRIA SAID I WAS ALL PAYED UP AND OWED THEM NOTHING, NOW LATER ON, THEY SENT ME A BILL AND CALLED ON THE PHONE, SAYING THEY ARE GOING TO SENT A BILL TO COLLECTIONS. I DONT USE APRIA FOR ANYTHING AND DONT OWE THEM ANY MONEY.

Desired Settlement: PLEASE HAVE THEM QUIT BILLING ME OR CALLING ME.THANK YOU.

Business Response: ITEM # 1:  
Mr. ****** would like for Apria to stop all billing and stop all communications to him. He states he has returned the equipment and was told that he would not owe anything after that  and now he is being billed

RESPONSE
We have researched Mr. ******’s account and have found that he is being billed for the date of service 02/13/2014 for the rental of the CPAP humidifier and the CPAP unit. His insurance Humana was billed, and he was billed his co-pay. Humana responded to the claim on 03/12/2014 stating that the patient is responsible to pay the $67.75 that was billed to them due to deductible.

The balance on Mr. ******’s account is $67.75 and available for payment at this time.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2014 Problems with Product/Service | Complaint Details Unavailable
8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria repeatedly robo-calls my cell phone trying to sell me replacement parts for my cpap. Every time they call I press the button to indicate I do not want them to call me anymore but they just keep on calling. It is very annoying and I have been unable to get a live person on the phone to address the situation. I was an Apria customer but I use another service provider now.

Desired Settlement: I would like Apria to acknowledge that I do not want them to continue to call me and to STOP CALLING ME.

Business Response: ITEM # 1:  
Patient was set up on auto dialer for ordering replacement supplies. Patient indicates he has selected the opt-out option which has failed and he has not been able to get this resolved. Patient simply wants the calls to stop.

RESPONSE
Patient has been manually removed from the auto dialer and will not be receiving any automated Apria calls. Additionally, the patients account has been notated indicating his preference to not receive auto calls in the future.

Sincerely,
****** ********
Area Customer Service Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company billed my credit card for $375.20 for a c-pap machine after our contract states I was to pay $75.00 down and $12 a monthy for 10 months . Apparently my insurance company was to pay the rest. Without a call or letter they claim my insurance company wouldnt pay. They got caught trying to take more money because CC company refused it because I was over my limit. They refuse to fix this and have came for machine. I only had it 6 weeks and at pick up they assured me it was all arrainged including a tracking device attached to machine at insurance companys request. When I called my insurance company they had NEVER even heard of Apria Health care or had a request for payment. Please help me make this right. We live on $1500 a month from workers comp and with a fee for going over my limit it will take us months to get back whole. Product_Or_Service: c-pap machine

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the over amount of $300.20 refunded to my credit card please. They had no right to this money and I am the one out as I have surrendered the machine.

Business Response: ITEM # 1:  
Ms. ******* is requesting to be refunded in the amount of $300.20 because she states that she did not give authorization to charge her credit card. She states that Apria has not billed her insurance and just charged her credit card because it was on file.

RESPONSE
We have reviewed Ms. ******* account and confirmed that she provided her credit card at set up on February 11, 2014. When Ms. ******* provided her credit card and gave authorization for future charges that gave Apria the authorization to charge any amounts not covered by her insurance per the agreement.

We have denials on file for the claims that were submitted to Empire of New York and we also called and verified that the claims are on file. Empire denied the claims as “not covered by payor/contract”. Ms. ******* will need to contact Empire regarding these denials.

The CPAP which was received on February 11, 2014, was returned on March 28, 2014. Ms. ******* credit card was removed from her account as requested. As of today, Ms. ******* open balance is $64.39 for the March 11, 2014 date of service.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,

****** ****
Billing Center Quality Specialist
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you so much for looking into this matter for me. However a mistake has been made Empire is not my insurance company. I have a letter from my insurance stating that Apria never sent a claim in. Please look again, Apria keeps saying that Empire is the insurance or is the same as Excellus is my company and they deny being associated with Empire. Thanks ***** *******


Regards,

***** *******

Business Response: This letter is in response to the complaint referenced above submitted by ***** ******* to the Better Business Bureau.  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. ******* states that Empire is not her insurance company, she has Excellus. 

RESPONSE 
We have called Empire Blue Cross Blue Shield (BCBS) AT ************ and were informed the claims are on file. However, because Ms. ******* zip code starts with 131, we should be submitting claims to Excellus BCBS and not Empire BCBS. We are in the process of having these claims resubmitted to the correct address that we were provided today. We apologize for any inconvenience this may have caused. 

Sincerely, 

****** **** 
Billing Center Quality Specialist 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I
f they had set this up correctly I would not have been billed at all. I think apria health care should return my money, The $375 they billed my credit card put me over my limit and resulted in extra charges. I was told it was all set up in advance of my recieving the equipment, Please refund my money.

Re gards,

***** ******* i

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint is on behalf of my mother, ******* R ******. She purchased a wheelchair from Apria, as part of Kaiser Healthcare, several years ago. I then began receiving bills every other month or so for a new wheelchair. I just received one dated 4/24/2014 for another wheelchair - I think we are at 4 wheelchairs now. My mom has one wheelchair - the original one that she paid for. She does not have any others. I do not know where these other wheelchairs are or who is authorizing them, but it is not me. My mom has dementia, and I am handling all of her personal and financial affairs. I do not want this on her credit report, and want these bills to stop being sent. I have attempted to email/call with no luck.

Desired Settlement: Would like the bill of $953.68 to be reduced to 0 since ******* ****** did NOT receive additional wheelchairs. Would like a statement that shows a zero balance.

Business Response: ITEM # 1:  
Ms. ******** states that she keeps getting bills for wheelchairs and her mother only has one wheelchair. She is requesting that the balance of $953.68 be reduced to $0.00.

RESPONSE
We have researched Ms ******’s account and found that the wheelchair was exchanged in February; however the older wheelchair was not picked up in the system. This was causing double billing for two wheelchairs. We have corrected this error by keying an adjustment in the amount of $997.92 for the incorrect wheelchair.

Ms. ******’s open balance as of today is $81.60 for her co-pay portion on the equipment that we provided. We do want to make Ms. ******** aware that she will be receiving a refund check in the amount of $63.60, for overpayments that had been applied to the older wheelchair that had been picked up.

We do apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My balance for the original wheelchair was zero.  I have proof of this.  I do not owe $80 some dollars - I owe nothing.  My mom has now passed away, and I am attempting to close out all of her accounts.  This account was paid in full.  I will provide you with check numbers and verification if needed.  Please zero out this account.

Regards,

****** ********

Business Response: ITEM # 1:  
Ms. ******** states that she does not owe the $80.00 balance and will provide check numbers and verification if needed.

RESPONSE
As we explained, Apria refunded $63.60 to Ms. ****** after correcting the billing for the exchanged wheelchair. That payment should have been applied to the open co-pay balance of $81.60, however it was not. Therefore we understand that Ms. ******** feels that she has paid the co-pay amount for the concentrator, commode, and exchanged wheelchair. However, $63.60 was refunded and Ms. ****** still has an open balance of $81.60.

Ms. ********, can provide the check numbers and verification if she would like and we will be glad to review the information.

Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I had a zero balance with Apria.  I will provide check numbers if needed.  Then the second wheelchair came on board, and I began getting charged again.  Now, I have a commode, and O2 machine - which were for my mom on HOSPICE.  There is NO COPAY.  Everyone I have talked to have told me that there is NO COST for items when someone is on HOSPICE.  My mom was on HOSPICE with a different company, and had the same items, and she had NO COPAY.  Why is there a copay now?  BBB - can you please intervene here and help me out?  My mom has died.  I am paying the bills that she had due - but hospice is covered by medicare - there is no copay with it.  This company has a record of doing these types of billings, and I'm done.  Please help me resolve this immediately.
Regards,

****** ********

Business Response: ITEM # 1:  
Billing

RESPONSE
As a courtesy we have adjusted the balance of $81.60 leaving Ms. ****** with a $0.00 balance as of today.


Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

I would like to have a copy of the bill from the company which shows a zero balance, as I keep receiving bills with a higher and higher balance.  Please ask them to send a bill with a zero amount due.

Regards,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called for walker forearm replacement that has broken. It will be two weeks this thursday and still no replacement. Called the branch in cleveland four times getting four different people. They said first it was ordered and would take a week. They said they would forward a message to my local branch and that they would call. Today i called and asked the lady for a supervisor after she said it wasn't under warrenty and couldn't see that it was ordered. Again the local office in amherst never called. The walker was delivered the last day of the year and the forearm a few days later. I explained that it was under warrenty for one year, but either way needed one asap. Four unreturned phone calls and no replacement part.

Desired Settlement: Would like replacement or refund to go elsewhere-better customer service

Business Response: Item # 1:  Forearm attachment for walker broke.  Patient was attempting to obtain replacement and had difficulty getting through to customer service to confirm warrantee. 
 
RESPONSE :  Apologized for inconvenience and delay.  Attachment ordered for patient and will deliver once product arrives at branch. 
 
 
Sincerely,
 
 
**** *******
Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is **** *********, My wife ( ******** ********* ), and myself, have Kaiser Colorado Insurance and can only get our DME and O2 from Apria. I am a Certified Emergency Medical Response Instructor and a Former Warehouse Manager of another DME/O2 Company. Today is my Wife's LOX delivery date. We had changed our telephone number and I had notified you a couple weeks ago. Apparently, it was not changed in the system. So your driver, as instructed attempted to call before he came and called the old number. I understand the driver not coming to do a fill. This is were I get aggravated. I called 720-922-4600 at 1:35 pm to reschedule are delivery, I also noticed that the O2 Concentrator is due for it's 5 year service, the service tag says it was due on 3-2014, and the wife's LOX portable is in bad shape (carry strap broken, LOX tank on it is dented in, just in bad shape, unknown how the capacity is effected by tank being dented in). The first stage of your phone system took me to a Customer Service Tech (CSR) and she told me that she needed to send me to dispatch to reschedule a delivery. OK. I waited on the phone for 27 minutes and got bored with your announcements and hung up. My second call to 720-922-4600 was even worse. My wait was 17 minutes to get to the 1st CSR. She gave me the direct number to dispatch and the wait started. My wait then was 22 minutes, so I called the direct line to Dispatch. I then called 1-855-869-9436. My wait there was 37 minutes Gave the wife's ID# STE0UH, and finally talked to someone and informed her that I had 3 issues, a LOX fill, a Concentrator exchange, and a LOX portable exchange. She rescheduled the LOX fill, then told me I needed to be transferred back to Customer Service. Oh my, so my wait was only a few moments. My wife had the phone then and told the wife that she needed the exchanges and your CSR started asking questions that my wife did not understand so I took the phone. I talked to the CSR and informed her that our Concentrator was due for it's 5 year inspection and service. She told me that that was done in our house and I told her "No that is done in your warehouse, you pull the covers off check all hoses replace internal filters and do a series of tests the make sure the unit is serviceable then put back in service" . She informed me that I needed to explain the problem that the Concentrator was having. Then I started to say the same thing, She instantly got defensive and was talking while I was talking. I informed her to wait till I was done talking before she started. It was a horrible time to get the equipment that needs attention, exchanged for serviceable equipment. You say that you record all conversations. Well listen to mine.. You will see. I also asked you accredited Apria, so I could make a formal complaint to your Accreditation firm, as I believe it should not take 2 1/2 hours to get Equipment and Delivery issues taken care of by your Company. She informed me that that info can be found on your website, www.Apria.com.. Well, I could not find it...

Desired Settlement: Apria health should make the wait to contact their Customer Service less then 10 minutes.. Also train their CSR personnel better to handle customers...

Business Response: ITEM # 1:  
Patient updated their phone number with us and it was not changed in our system. This resulted in a delivery of liquid oxygen being canceled. This required the patient to contact us to reschedule the delivery.

ITEM# 2:
The patient’s concentrator was due for its 5 – year service in March 2014 according to the service tag. Patient requested that the concentrator be serviced or exchanged.
ITEM#3:

The patient’s portable oxygen device was not fully functional due to a missing carrying strap and the device being dented and in poor condition. Patient requested that the portable oxygen device be exchanged.

RESPONSE
ITEM # 1:

The patient contacted us on June 23 to reschedule the delivery of liquid oxygen. The deliver was rescheduled and was made on June 24.

ITEM # 2:
Concentrator was also exchanged on June 24

ITEM # 3:
Request to exchange the portable oxygen device was entered on June 25. Our local branch will be exchanging with a refurbished device as brand new devices are not available at this time.  A special request is being made to order a brand new device for this patient and can be exchanged upon receipt.

Sincerely,
******* * *******
Branch Manager – Centennial CO  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I was release from the hospital. I was required to have an oxygen tank with me. I was released from the hospital at 12 Noon. We waited til about 9 PM BEFORE the tank was even brought to my room! Even the nurse was extremely upset with them.I am now done using the oxygen equipment in my home and it is taking up space in my living room.Its has been over 1 week since I was released from it. And they still have NOT picked it up.We call and call and get no response. Their customer service reps are rude, they will not give us the number to call the people, so that we may set up a time frame for them to come and pick the things up.We get the run around every time we call. They don't seem to care about their customers. They have been very unprofessional and lack courtesy and care to their customers.All we want is for them to come and pick up the equipment. IF they bill us for all this time, we will take them to court. All we want them to do is follow through for once. Honor your word and come and pick up the equipment!

Desired Settlement: IF I get billed for this. I do not feel that I should I have to pay for it due to what they have put me through! Distress! I had a heart attack and recent Triple Bypass Surgery and they lack courtesy. I refuse to pay a bill due to this.

Business Response:

Re:  Apria Healthcare Inc:    ********* ** 
BBB Complaint Case #:       ******** 


Dear Ms. *****:  

This letter is in response to the complaint referenced above submitted by ***** ********* to the Better Business Bureau.  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: 
Mr. ********* states that there was a delay in the delivery of oxygen and no response on the pickup of the equipment.  

RESPONSE 
The local branch sent on-call tech out to deliver the portable to the hospital for the patient to discharge, he arrived at around 8pm. The initial request came over to Apria about 1pm in the afternoon; however we were missing qualifying documents per the LCE (Logistics Center of Excellence) so it was not routed at this time. The nurse said she would call back once she was able to get the required documents to us. 
Confirmation that the equipment was picked up on 4-28-14 @ 7:04PM.  

Sincerely, 

**** ****** ***  ****** ******* 
Area Customer Service Manager  

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Tho company has over-billed for the C PAP machine. They state it is their policy to re-start billing if someone switches insurance companies, so they state is fair that we have paid for this C PAP machine 3 times. 1) we had almost paid for the machine when wife switched jobs in Oct. 2013. I had to change my insurance because of employment change. 2) they started the rental contract all over again, and we owe more charges that we would have owed if they would have let us pay out the 1st contract. Because of deductibles, we ended up paying all of this; not the insurance company. 3) I then changed jobs myself in Feb. 2014, and obtained my own insurance, so our insurance changed again. They started the billing contract over yet again. So now we also owe additional charges for the 3rd rental contract. We have spoken with Apria 2 times on this matter and they state this is their policy and this is how it should work. As a result, we, the consumer, are required to pay for this machine way more than what we would have paid if they had just stopped the first contract and let us pay it out on our own. Apria refused to do this for us. This is unfair billing.

Desired Settlement: We should be refunded the overpayment that we are having to make. We are having to make payments to Care Centrix on the 2nd insurance company, and also to Apria Healthcare directly on the 3rd rental contract. The total of these payments comes to almost $700. We were less than $100 away from paying for the machine when the 1st insurance switch happened, so we should not have to pay that additional $600.

Business Response: ITEM # 1:  
Mr. **** is requesting that we allow him to pay for his equipment without continuing to start new contracts over with the insurance.

RESPONSE
We have reviewed Mr. ****’s account and confirmed that he received the CPAP unit on June 3, 2013. At the time he received the equipment his insurance plan was BCBS and claims were submitted to them for services.

We received notification by mail that the patient’s insurance had changed and was effective as of 9/28/13 with Cigna so coverage was verified and added to our system to bill them. We also received information that the patient’s insurance again on 2/26/14 to BCBS Blue Option Plan.
When we bill the insurance we bill according to the insurance contract and because the insurance plans changed we had to honor their contract. As of 6/03/14 the patient equipment has converted to a purchase under BCBS NC and there will be no more monthly payments.

The current balance due on the account at this time is $243.37 and this will be the final billing on the account.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
********* ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My father, **** ****, was given an order for a wheelchair. I was told by a local pharmacy that Apria won the bid with Medicare. I called Apria on Monday morning, June 30 and told them I had a wheelchair order for my father whom is on Medicare. I faxed over the order and front/**** copies of his Medicare card along with patient information and my contact information. From June 30 til today, July 3 I had talked to their customer service dept approx. 8 times. Each time I stressed the importance of needing the wheelchair by today as he has a doctors appointment and he is not mobile and is also on oxygen. They kept telling me the order was in and they didn't know what the hold up was. Today the girl who answered told me to go to the local Apria store because the wheelchairs are stocked. I went to the Apria on Crowne Point Drive in Sharonville, OH this morning with the original order and copies of my fathers Medicare cards. She has me wait and when she comes **** out she tells me that Apria does not handle wheelchairs for Medicare patients. I am extremely disappointed and frustrated as tomorrow is the 4th of July and no business is open and I cannot get my father to his doctors appointment because I do not have a wheelchair for him. Why was I not told on Monday morning that the order cannot be filled by Apria??? Why was I given the runaround all week that the order was in process when Apria had no intention of filling the order. It is inexcusable especially when dealing with the elder patients.

Desired Settlement: I will never go to your company for services again, however, your customer service department needs to be informed that if an order cannot be filled the customer/patient needs to know so that customer/patient can go elsewhere.

Business Response: ITEM # 1:  
****** ******** placed a phone order for a wheelchair for her father, **** ****, a Medicare beneficiary on Monday, June 30th. The Apria representative failed to provide the pertinent information that Apria is unable to provide wheelchairs to Medicare beneficiaries in the Sharonville area. ****** called in on two other occasions and also was not informed that we would be unable to provide a wheelchair for her father.  

RESPONSE
Our associates are trained to verify by zip code to identify competitive bid areas to provide timely information to patients as to whether or not we are able to provide the ordered equipment. Three associates missed the opportunity to identify that we are not a provider of wheelchairs in the Sharonville, Ohio Area. The specific individuals involved have been coached regarding their oversight and the entire customer service team has been retrained on the competitive bid identification process.


We apologize for any miscommunication on our part that may have resulted in this complaint.

Sincerely,
******* ******
VP GLK Customer Contact Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have had between 15 and 20 conversatons with Apria Healthcare. My husband moved to Medicare as his primary insurance 1/1/14. A major problem is that we have spoken with people from many locations in the US. We were trying to receive CPAP supplies. This expense is covered by Medicare and if a portion is not covered, it is sent to our Blue Shield through retiree insurance. When we agreed to give a credit card payment for a copayment we finally received supplies. Apria did not bill Medicare and sent the bill to Blue Shield, who denied it becasuse they are secondary. Now they are sending us a billing for the entire amount. We should be receiving the $50 copay as a reimbursement. Apria's billing, insurance and sales customer service is non-existant. Their phone representatives are uninformed, do not desire to reach resolution with problems. Unfortunately they are the contracted provider with our Blue Shield retiree insurance. I have contacted Blue Shield and expressed my discouragement and disappointment with Apria.

Desired Settlement: I would like to speak with someone that has knowledge and authority to correct our account and discuss their inadequate, inefficient and useless customer service. Unfortunatley, Apria deals with many seniors, and elderly people who are very sick and are vulnerable to their sales tactics and billing that comes close to fraud.

Business Response: ITEM # 1:  
Mrs. ***** requested to speak to someone at Apria with knowledge and authority to correct the account and discuss the inadequate, inefficient and useless customer service.

RESPONSE
We called and discussed with Mrs. ***** on July 2, 2014 the issues regarding the account and customer service issues they have had.

We explained to Mrs. ***** that the open balance for the March 3, 2014 date of service had been adjusted and the amount they paid of $55.46 was in the process of being refunded.

We have the Medicare loaded as primary insurance and Blue Shield as secondary on Mr. *****’s account as of July 3, 2014.

We tried to contact Mr. or Mrs. ***** on July 3, 2014 regarding a supply order; however we were unable to reach them.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 

Business Response: ITEM # 1:  
Mrs. ***** requested to speak to someone at Apria with knowledge and authority to correct the account and discuss the inadequate, inefficient and useless customer service.

RESPONSE
We called and discussed with Mrs. ***** on July 2, 2014 the issues regarding the account and customer service issues they have had.

We explained to Mrs. ***** that the open balance for the March 3, 2014 date of service had been adjusted and the amount they paid of $55.46 was in the process of being refunded.

We have the Medicare loaded as primary insurance and Blue Shield as secondary on Mr. *****’s account as of July 3, 2014.

We tried to contact Mr. or Mrs. ***** on July 3, 2014 regarding a supply order; however we were unable to reach them.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues
7/19/2014 Billing/Collection Issues | Complaint Details Unavailable
7/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 19,2013 we ordered sleep apnea supplies & a nebulizer cup for my husband, ******* E. *****. We have full medical coverage to cover these supplies. We received a rejection notice for the nebulizer cup($16)from our insurance co. We called them & they told us it was rejected because Apria sent it in under the sleep apnea supply code. Told us to call Apria to refile with the correct code for my husbands COPD, not his sleep apnea, for the item to be paid in full. I called Apria healthcare & advised them to refile the bill with the COPD code & the item would be paid in full by our insurance co. A few months later, about Sept 2013, I received another bill from Apria healthcare out of their billing office in Chicago, IL, I called them & told them to refile it with or insurance to be paid. Again, they said they could see the problem & would refile it with our insurance co. About nov2013 same thing, another bill from APria, Chicago, IL...again, called them told to refile. This has been going on for months. In April, we received another bill & we called "****" the manager of the local Louisville, Ky 502-499-9099 office here in Louisville. I talked to him & explained all that has to be done to get this paid is to refile with the correct diagnosis code, he told me he would take care of this even if he had to just write off the charges as I told him it has caused me "over $200 of grief!!!" Well, today, May 2, 2014 at approx. 10:30 am we received a phone call from a lady identifying herself from West Assets co, a collection agency for Apria healthcare. I got extremely upset & told her this just needs to be refilled with our insurance co for this to be paid in full. I again called **** of the Louisville office, who advised me he has done all he can to help me that it is handled out of the Chicago billing office...I told him, we order the supplies from the local office & it seems he could get something as simple as refilling an insurance claim completed. He told me he would try to have a mgr call me ba

Desired Settlement: I just want this valid claim to be filed correctly so it can be paid by my insurance company. Please publish this so no one else has to go thru this billing problem. It seems APria healthcare is being very unreasonable about this claim & who sends something to a collection agency for $16.13.I would highly recommend anyone to stay away from ordering medical items from this company so they do not have similar billing problems in the future. Thank you!!

Business Response: This letter is in response to the complaint referenced above submitted by ******* ***** to the Better Business Bureau.  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: 
Mrs. ***** states that she has tried multiple times to get Apria to submit the claim with the correct billing code and it has not been done and now Mrs. ***** has been referred to collections. 

RESPONSE 
We have reviewed Mr. *****’s account and found that we discussed the billing issue with Mrs. ***** in May and June 2014. The June 19, 2013 date of service that was referred to collections on May 29, 2014 in the amount of $16.13 was removed from collections on May 26, 2014. 

The December 30, 2013 date of service was resubmitted on May 16, 2014 for the remaining $16.13 balance with the correct billing code. 

As of today Mr. ***** has a $0.00 balance with Apria and West Asset Management. We apologize for any inconvenience this may have caused.  

Sincerely, 

****** **** 
Billing Center Quality Specialist 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I DO NOT accept this response!!! Yes, the money issue has been resolved but the collection policies & procedures of Apria need to be addressed so this doesn't happen to anyone else! Why would a $16 charge that was less than a year old be referred to a collection agency anyway?? Especially when Apria knew we had insurance coverage? Why were we treated very rudely, unprofessionally, and harassed over $16 because Apria employees would not do their job & refile an insurance claim??? We were treated as if we were trying to swindle them out of a large amount of money. This was implied by Apria as well as West assets management co. We think we should receive a personal letter of apology stating that it was Apria's error, not ours, sent to our home address, as well as a letter stating that this has not been to the credit bureau.

Business Response: ITEM # 1:  
Mrs. ***** states that the money issues have been resolved. However, why would Apria send a $16 balance to collections that was less than a year old? Why would Apria teat them so rude, unprofessionally and harass them over $16.00 when Apria would not re-file the claim? Mrs. ***** is requesting an apology letter to be sent to their home regarding the billing errors and also stating that this amount has not been reported to the credit bureau.

RESPONSE
We have mailed a letter to Mr. & Mrs. ***** regarding the remaining issues, an apology for the billing error and confirmed that the $16.13 that was referred to collections was not reported to their credit report.

As of today Mr. ***** has a $0.00 balance with Apria and West Asset Management. The December 30, 2013 date of service still has $16.13 pending under Humana that was re-filed on May 16, 2014. We apologize for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: We did receive their apology letter so we will consider this closed BUT I want something on file so this won't happened to the next customer. I guess a bad rating or something because I would NEVER use this company again or refer anyone to them since they treat customers this way. The apology is way too late for us(really don't think they would have ever sent it if not for BBB)but we want anyone considering using this company to know they have a valid complaint against them or something so this will not happen to anyone else!!

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 2/20/2014 I received a CPAP machine upon agreement through Apria Healthcare Branch: *** ****** ****** ********* ** *****. My account # is ******. This device is covered through Medicare providing I followed procedures of: providing proof of equipment use for 4 or more hours per night, at least, 21 out of 30 consecutive days, in any of the first 3 months. AND, Apria will receive these results directly from my PAP device by download. In addition I was to return to the prescribing physician on a face to face visit between 31-91 days after the start of the therapy. My physician must state that I am benefiting from therapy which must be documented. I have abided by EVERYTHING ABOVE within 42 days, but my doctor did not send in his statement unbeknownst to me until I began receiving certified letters and continuous harassing phone calls to which I have replied by calling billing department and branch manager **** **********. I urged him to assist me on June, 9th after speaking with billing department several times. **** assured me he would call Dr. **** ****** and have him send in the necessary paper work. The threatening calls continued daily. On 6/11 I called Dr. ******’s office and asked if Mr. ********** had ever called them regarding the paper work they needed for insurance purposes and I was told that he NEVER CALLED THEM! On 6/11 I called the local Apria office again and spoke with Jason; I told him how upset I was, that I followed all protocol on my end and that I just found out that **** ********** never lifted a finger to call Dr. ******’s office as he promised to do. I told ***** I was not about to have a heart attack over the stress that Apria Healthcare was putting me through, over a CPAP machine that was supposed to protect my health! I told them they could have the machine back and I would start all over with a more reputable company in Nashville. ***** told me **** ********** was on a conference call and could not talk to me but would call me back. 6/12 Still no call back from **** ********** but in the meantime there was another issue I was being harassed about and it was regarding coming in to the Ellery court office and exchanging out my Icon machine for an identical machine due to serial number issues. So even though I really don't have time to drive out of my way for Apria's errors, I did exactly what they asked me to do. I also spoke again with **** in billing department at extension # ***** and explained my dilemmas and she was sympathetic and told me she was making notes on my record. She told me please go in tomorrow (6/13) and switch out the machine...the sooner the better. She also told me that she saw that I did follow all protocol and was sorry that I was being harassed. On Friday, I drove through heavy traffic to exchange out my machine and arrive there before they closed at 5 PM. Scott assisted me, he was not a respiratory therapist. ***** the respiratory therapist was there but did not take care of me. I assumed that the machine they swapped out was programmed to full capacity just as the original one had been. However, when I connected it that night I saw that nothing was viewing in the screen but the temperature setting. I called Apria's 24/7 line that night since I was concerned that the pressure was never set for my specific needs. ***** called me back later and told me the machine was set to the correct pressure but that ***** did not set it the same way that he had set the original. ***** told me to come back in and they would set it for me. Very inconvenient and lazy customer service that the new machine was not set up to full technical potential as the original was, and that your customer service team thinks I can just go back and forth to your office as if I have nothing better to do, Apria Healthcare needs to Stop the harassing calls, and become proactive in getting my issues resolved on the level of their branch manager who has to date not returned one phone call to me. In addition to this, I need to have my machine picked up, and programmed the way it should have been, and redelivered to me. I am not Apria's Courier service. Overall one of the worst customer service experiences I have had in a long time. I will also make additional complaints regarding these same issues to Medicare’s “CMS” agency. ***Incidentally, since Apria made the error with the serial numbers on the CPAP machines and they MADE ME exchange them out, I now have to go through the initial 31-90 day certification period all over again, which means: REDO THE 30 CONSECUTIVE DAY INFORMATION DOWNLOAD & ANOTHER FACE TO FACE VISIT WITH DR. ******. This entails billing Medicare for yet another unnecessary visit to Dr. ******. I don't think Medicare will appreciate paying for something that isn't necessary due to Apria's error.

Desired Settlement: 1) Get your records corrected so you can stop harassing me. 2) Pay for a new visit to Dr. **** within the 31-90 day period as Medicare should not have to pay for your errors 3) Reprogram my new CPAP machine by pick up and delivery 4) Show some care and concern

Business Response:  
 
Item # 1:  Get records corrected so you can stop harassing me.
 
RESPONSE Item#1:
Apria received proper paperwork from physician to be able to correct billing.
 
Item#2: Pay for new visit to Dr,**** within the 31-90 day period.
 
RESPONSE Item #2:
Apria is unable to pay for Medical visits.
 
Item#3: Reprogram my new cpap machine by pickup and delivery.
 
RESPONSE Item#3:
Apria has contacted Mrs.****** to schedule a convenient time for her to have Respiratory Therapist go to home to set machine.
 
Item #4: Show some care and concern
 
RESPONSE Item#4:
Apria Branch Manager called Mrs.****** went over the new WOPD rule and explained everything in great detail.
 
 
Sincerely, 
 
**** **********
Branch Manager
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to Apria for my CPAP machine and mask in APril I received a Mirage Quarrto mask and it was to small. They replace it with another Mask that go into the nose and my nose bleed for three days . I called May 7, 2014 and talk to someone who answered in the Modesto office she was rude. I explain to her about my mask she told me to call my doctor they won t give me a new mask. I told her that I wanted was a larger mask like the 1st one that I had I need a medium size Mirage Quattro Mask..I would like everything mailed to me I don t want to go to the Modesto office .. I don t like to be talk to in a rude way..

Desired Settlement: I wanted was a larger mask like the 1st one that I had I need a medium size Mirage Quattro Mask..I would like everything mailed to me I don t want to go to the Modesto office .. I don t like to be talk to in a rude way..I need this mailed ASAP this is my health we r talking about. I need this ASAP.

Business Response:

Dear Ms. *****: 

This letter is in response to the complaint referenced above submitted by ***** *******
to the Better Business Bureau.  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:  

RESPONSE We have made multiple attempts to schedule the patient for a mask fitting with no success. As of today the appointment is still pending a response from the patient and or spouse.


Sincerely, 

**** *****
Branch Manager
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2014 Problems with Product/Service | Complaint Details Unavailable
7/8/2014 Billing/Collection Issues | Complaint Details Unavailable
7/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The complainant was previously approved for Medi-Cal. Two to three telephone calls were placed to Apria's billing department with the Medi-Cal information and each time they stated they would re-bill Medi-Cal - for the September, October, November, and December 2013 Apria charges. Three emails have also been sent to Apria to correct the issue (in March, April, and today/May). Today is May 1, 2014, and the issue still has not been corrected! Please correct the issue and reply with confirmation.

Desired Settlement: Correctly bill Medi-Call for the September, October, November, and December 2013 Apria charges.

Business Response: ITEM # 1:  
Mr. ****** is requesting to have the open dates of service submitted to Medi-Cal and stop billing him.

RESPONSE
Mr.******** account was reviewed on May 1, 2014, by our insurance billing team. We are in process of having the balance of $28.62 adjusted, since Mr. ****** has met his out of pocket. Once the adjustment is completed Mr. ****** will have a $0.00 open balance.

We apologized fro any inconvenience this may have caused. 


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 stated that they were in the "process of having the balance of $28.62 adjusted...once the adjustment is completed Mr. ****** will have a $0.00 open balance."

The adjustment stated above would have reflected 3 months worth of charges ($9.54 per month x 3 months = $28.62).  However, the original complaint was for 4 months worth of charges, so the adjustment should be for $38.16 ($9.54 per month x 4 months = $38.16) and Apria should send a refund to ****** for the credit balance/over payment of $9.54 (balance due on invoice $28.62 - adjustment of $38.16 = credit/overpayment of $9.54).

Also, Apria sent a statement dated 5/31/14 that still showed a balance due of $28.62.  Please leave this complaint open until all of the issues have fully been resolved.

Regards,
******

Business Response: ITEM # 1:  
Mr. ****** states that the adjustment should be $38.16 and he is due a refund of $9.54. He also received a statement dated May 31, 2014.

RESPONSE
We apologize we over looked the September 2013 date of service, therefore we have adjusted the full balance of $38.16. There is a refund in the process of $9.54, which will be mailed to Mr.******** address we have on file. We apologize for the statement; the adjustment had not closed before the statement was generated on the 31st of May.

We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Billing/Collection Issues | Complaint Details Unavailable
7/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was released from Abington Memorial Hospital on April 30, 2014. I was provided home oxygen by Apria. I was advised they needed my debit card for security purposes and I would not be billed. I have been bill 25.00. I called Apria and was advised they did not have my Medicare number on file. I have tried on several occasions to update this matter and can not get through. I was refused a manager, I was offered to have an email sent to a manager on my behalf in reference to this problem, and then was advised the manager would not be able to help me. The department that updates the insurance does not answer. The department that handles the billing disputes does not answer. There is no other department that can assist. I am on Social Security Disability and under a fixed, limited income. Please assist me in this matter.

Desired Settlement: I would like a refund and an apology.

Business Response: ITEM # 1:  
Ms. ******* states that she placed her credit card on file for security purposes only and it was charged because her secondary insurance was never billed. She is requesting that her insurance be billed and her credit card refunded.

RESPONSE
We have reviewed Ms. *******’s account and found that she signed the Sales Service and Rental Agreement (SSRA) on April 30, 2014 and placed her credit card on file to charge any amount not covered by insurance.

We are in the process of verifying and submitting a claim to Ms. *******’s secondary insurance Department of Public Welfare.

If the secondary pays the co-pay amount of $24.95, not covered by Cigna Healthspring. Then we will be able to process a refund to Ms. ******* in the amount paid $24.95.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ive been waiting for over 2 months for my new sleeep apnia machine i need this for my health because i stop breathing and wake up when i sleep wirhout my machine ive been given a run around with theem given phony reasons why i cant get it again this is a detriment to my health the other machine i had broke

Desired Settlement: get my new sleep apnia mahine an fast

Business Response: ITEM # 1:  
Delay in processing order for sleep apnea machine (CPAP)

RESPONSE
I spoke with Mr. ****** on June 6, 2014 and extended my sincere apologies regarding the delay in his sleep apnea machine set up.

I explained there were several factors causing the delay including complications in obtaining the appropriate paper work to process his order. There was also confusion as he was traveling in Arizona when his machine malfunctioned and our Arizona branch was unable to obtain the documents required to replace his unit before he had to leave and return home to Wisconsin.
Mr. ****** was serviced by Apria Healthcare in New Berlin on 06/02/2014. I provided Mr. ****** with my direct telephone number should he have any further questions or concerns in the future.

Sincerely,
******* *****
Branch Manager
Apria Healthcare New Berlin WI

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Horrific management of paperwork from Apria! All documentation from physician's office and insurance information was so mishandled. They are so disorganized that obtaining the cpap machine took over a month and this was with cooperation from the insurance company and physician office for prior approval. Not only that, they continued to bill the patient while trying to process the insurance claim. Spent 45 min on their customer service number because they didn't even input the correct information in the system and thought is was ok to charge another family member the billed amount. The card on file was used only as a monthly authorization of use for a nominal fee- not backlogged charges. Card not patients. SO Fraudulent! Thankful the credit card company is assisting with these disputed charges since they charged amounts they had not received from the insurance provider to another family member whose card they had on file for other services. Account was closed early APRIL with the equipment returned in good condition. The store charged post closure of account without authorization of use of this credit card and continued harassment of calls to now (deceased) patient for bills they have incorrectly submitted to the insurance provider. I have informed the physician office and staff who handled the paperwork required to get approval of the replacement machine. Their lack of follow through cause distress to the patient and lack of oxygen to an ailing cancer patient, contributing to a more sever decline unnecessarily. I know the customer service dept at their 800 no attempted to discern the problems why bills from 2013 are still not cleared up. Currently having the credit card company handle the charges disputed on someone else's card other than patient.

Desired Settlement: Poorly rated business in healthcare section. This location needs to be restaffed and educated properly. They should be reprimanded. Comments online from many other customers seem to mimic my experience.Fraudulent use of charges with credit cards not authorized in charges. Mishandling patient paperwork and prolonging the process of mandatory and continuum of care. Harassment with telephone calls to patients home.

Business Response: ITEM # 1:
Ms. ********** states that a family member’s credit card was charged for amounts not covered by the insurance. She states that mishandling the patient’s paperwork prolonged the process of the patient’s care. They have received harassing phone calls to the patient’s home regarding the balance.

RESPONSE
We have reviewed Mr. **********’s account and found that he received a CPAP unit and supplies on November 20, 2013. The Sales Service & Rental Agreement was signed by Mr. ********** and the credit card portion was filled out and signed. This portion of the Sales Service and Rental Agreement give Apria the authorization to charge any unpaid amount by Mr. ********** insurance to the credit card on file.

We have removed the credit card from file and deactivated the credit card per Mr. ********** request. The open balance as of today is $144.11 for November 20, 2013, January 20, 2014 and February 20, 2014 dates of service.

We have removed Mr. ********** phone number from our automated calling system.
We have also reviewed the history on the account regarding the set up and we were waiting on paperwork from the physician before we could complete the set up process.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria Account # ********** -Apria Healthcare refuses to file a claim with BlueCross BlueShield of LA for a $60 charge for CPAP rental for date of service 6-11-2013. My wife ***** has made numerous requests (from Aug 2013 to Feb 2014) to Apria to file the claim. Blue Cross (Ms. ****** *****) also called Apria & spoke with Ms. ****** **** of Apria, who agreed that the charge had not been sent to Blue Cross for processing and said she would file the claim. But it still has not been file. Apria has been advised by phone and letter that the insurance company deadline to file 2013 claims is 3-31-2014.

Desired Settlement: Submit claim to Blue Cross for the $60 charge for CPAP rental for date of service 6-11-2013 before the deadline of 3-31-2014.

Business Response:

ITEM # 1: 
Mr. ****** states that he was charged for a date of service that was not submitted
 to his insurance.


RESPONSE

We have reviewed the account history and apologize for the error in billing Mr. ****** before the claim was submitted to the insurance. We have requested Mr. ******’s payment that he made on the June 11, 2013 claim and applied the payment to the January 11, 2014 claim. Blue Cross Blue Shield had applied deductible to the January 11, 2014 claim. We have submitted the claim electronically to Blue Cross Blue Shield for processing. We apologize for any inconvenience this may have caused.

Sincerely,

****** ****

Billing Center Quality Specialist

 

Consumer Response: This is to let you know that I still want to pursue this complaint against Apria Healthcare. On 3-20-14, Jane w/Apria left message to call re account. On 3-25-14, my wife ***** spoke to Amanda, who said that $60 has been refunded to me f/the DOS 6-11-13 & that they had submitted the claim to Blue Cross electronically. However, as of 4-24-14, Blue Cross has no record of receiving the claim & I have not received the refund! Therefore, this is still an unsettled complaint & I want to pursue it.

Thank you,

***** ******

Business Response: BBB Complaint Case Number: *******
Apria Patient ID#: **** ******

Dear Mr. *******:

This letter is in response to the complaint referenced above submitted above by Mr. ******* to the Better Business Bureau. 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
Mr. ****** is requesting that claims for date of services 6/11/2013 be submitted to his insurance BCBS and that he receive a refund of $60 for the amount he paid toward the claim.

RESPONSE
We have reviewed Mr. ******* account and confirmed the payment he made for $60 was reversed from the date of service 6/11/13 and applied to the date of service 1/11/14 c-pap monthly rental because insurance denied claims as being applied to his deductible.

We submitted claims for date of service 6/11/13 to BCBS but the process was not completed so it was resubmitted again on 6/2/14. We apologize for any inconvenience this may have caused. 

Sincerely,

********* ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After placing an order (2-4-14) and agreeing on the amount to be charged to my credit card, another charge was added (2-25-14) to my credit card 20 days later with no authorization. I call the day I noticed the charge and asked for an inquiry. I contacted Apria 30 days after asking for an inquiry, and nothing had been done. I requested Apria to pull the phone records for the day I placed my order (2-4-14).

Desired Settlement: I would like the $138.60 charge on my credit card refunded.

Business Response: ITEM # 1:  

Mr. **** states that he was quoted one amount to be charged to his credit card for supplies; however another charge was processed without his authorization.

RESPONSE
We have reviewed Mr. ****’s account and found that on January 30, 2014 when he ordered CPAP supplies, he gave authorization to charge his credit card for any co-pay, deductible or out of pocket amounts not covered by Medica Choice. We also explained to him that the supplies would not cost more than $188.00.

The supplies were shipped on February 4, 2014 and Mr. ****’s credit card was charged $34.65 for his co-pay amount of 20%. On February 24, 2014, Medica Choice applied their 80% in the amount of $138.60 toward Mr. ****’s yearly deductible.

Apria charged the credit card on file that we had received authorization to charge when the supplies were ordered in the amount of $138.60.

As of today Mr. **** has a $0.00 balance with Apria and no pending invoices.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

 
I'm am still unclear how Apria can quote me one price, then charge me another price!?!?  I was VERY specific when I placed the order with the repersenitive to give me the total cost. How is it my problem if they made a mistake. Apria should have to incur the cost of their mistake. I have requested a transcript of all my conversations with Apria. I was told they can not release them. Those recorded calls would prove Apria made the mistake. 

Regards,

***** ****



Business Response: June 26, 2014

Better Business Bureau 
Attn: ***** ***** 
San Diego CA 



Re:  Apria Healthcare Inc:   Jackson TN   
BBB Complaint Case #:       ******* 


Dear Ms. *****:  

This letter is in response to the complaint referenced above submitted by ***** **** to the Better Business Bureau.  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:  
Mr. **** states that he is still unclear how Apria can quote him one price and charge another. He states that he has requested a transcript of his conversation with Apria; however he was told that they cannot be released to him. 

RESPONSE 
As we explained in our first response we did inform Mr. **** that the supplies would not cost more than $188.00 co-pay, deductible or out of pocket not covered by his insurance. The total amount charged for co-pay and deductible on the supplies was $173.25. 
We apologize that we are unable to provide the transcript of his conversation with Apria from January 30, 2014. However we have change phone systems and do not have access to our old phone calls.  


Sincerely,
****** **** 
Billing Center Quality Specialist 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

 
It amazes me how multi-million dollar companys can conviently 'loose' phone recordings and emails. Your errors tell me that I, and any others I talk to should NEVER conduct business with Apria!!!!

Regards,

***** ****



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I requesting Apria Healthcare to clear the $207.78 balance, since they let the time passed to charge me instead of coming to pick up the wheelchair. They already charge Kaiser more then necessary since I stop using the chair on August 2013. Kaiser San Diego rented a wheelchair in June 2013 during my broken knee accident.On 17 December 2013 A phone call from Apria Healthcare was received they left a message to schedule a pick up time for the wheelchair. I called the back the next day but they did not answer the phone. I call them back in January and February but no one answered my phone callsIn February I call again and someone finally answered my call and finally the wheelchair was pick up. My problem is that Apria is charging me $207.78 for the time Apria did not pick up the wheelchair.I am requesting Apria Healthcare to clear the $207.78 balance, since they let the time passed to charge me instead of coming to pick up the wheelchair. Apria customer services on the phone is horrible, the automated service make me spend almost an hour to talk to a real person, and the customer service representative has no respect on customer time or concerns, during one of my calls in March to resolved this issue, I was on the phone for almost and hour then I was transferred and the call was cut out. I could not get anything resolved using their phone service.

Desired Settlement: Clear the balance to zero.I am requesting Apria Healthcare to clear the balance of $207.78 since they let the time passed to charge me instead of coming to pick up the wheelchair.

Business Response: ITEM # 1:  
Mr. ****** states that he tried to call Apria and was unable to reach anyone until February and that he had no missed calls from Apria. He is requesting for the balance of $207.78 to be adjusted.

RESPONSE
We have reviewed Mr. ******’s account and found that he received a wheelchair on June 11, 2013. On December 13, 2013, Kaiser sent a pick up request for the wheelchair. We have records of leaving messages for Mr. Bilon regarding the pick up on December 17th , 18th and 24th. When we were unable to reach Mr. ****** to pick up the wheelchair we changed the account over to self pay and began billing Mr. ******.

We do not have any records of receiving a call from Mr. ****** until February 19, 2014. We picked up the wheelchair on February 21, 2014. Mr. ****** is responsible for the open balance of $207.78.


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I called Apria's employee **** and he never called me back, please give me time to collect phone records to proof. Apria not only charged Kaiser more than required but also wanrts to collect undeserved money from me. Please waived the balance since **** did not called me back to arrange the pick up, please check with ***** 

Regards,

****** ******



Business Response: ITEM # 1:  
Mr. ****** states that he called and left messages for **** regarding the pick-up and he never called back. Mr. ****** is requesting time to collect his phone records for proof of his calls. Mr. ****** is requesting that Apria waive the balance since his call was not returned.

RESPONSE
We have reviewed our records once again and have no record of Mr. ****** calling Apria regarding the pick-up of the wheelchair until February. If Mr. ****** will provide phone records of where he contacted Apria in December, we will be glad to review the records and revisit the account.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I was diagnosed with sleep apnea, my Dr. and insurance company selected Apria Healthcare to supply my CPAP machine and supplies. When the customer service rep called to make the appointment for me to pick up my machine, I specifically asked him if there was anything I needed to bring with me, and was told no. When I got there, after filling out the paperwork, the salesman tells me that there will be an upfront charge of $66 and change. I paid with my debit card, and was assured that it was a one-time charge. That was December. In January they sent us a bill for our co-pay of $11.77. My wife sent them a check, that they cashed; then we found out that they hit my debit card on the same day that they mailed us the bill, for the $11.77. Then approximately 1 week later, they debited our checking account again for $47.07. When I called about the $47.07 deduction, and the double billing for $11.77; they could not even tell me what the $47.07 was for, but said that the office manager would look into it. I told them that, that deduction had cost us extra fees with our bank, and overdrawn our account. Was again told that the office manager would look into it, and our account would be credited asap. It is now February 18th, and I have returned my CPAP machine to them this afternoon; as my Dr. and Insurance company decided that it would be better to go through another company. When I returned the machine the woman running the office gave me a really hard time about taking the machine back trying to say that I was going "against medical advice"; even though I already had a new machine through another company. When I asked where we stood on their research into the billing issues, ***** informed me that when I received my final paperwork, I could seek legal recourse with the home office in Atlanta, Ga. Even though she had already admitted that they did double bill me and that she still cannot tell me what the $47.07 charge was for.

Desired Settlement: I would like them to reimburse me for the $47.07, that they still cannot say what the charge was for. Also, to reimburse the extra $11.77, along with the $10 transfer fee that the bank charged us to pull the money out of savings to cover the overdraft. And the $5 to cancel my debit card. I would also like a written apology for the grief and aggravation, that my wife and I have had to put up with, between canceling my debit card and having to find another equipment company.

Business Response: ITEM # 1:  
Mr. ****** states that he was assured that there would only be a one time-charge which he paid at set up in the amount of $66.27. He states that he was the charged other amounts and no one could explain why he had been charged. Mr. ****** is requesting that Apria refud him the $47.07, that no one can explain what the charge is for. He would also like to be refunded the extra $11.77 that was charged to his credit card, along with a $10.00 transfer fee and $5.00 fee to cancel his debit card. Mr. ******, would also like a written apology for the grief and aggravation that he and his wife have had to deal with.
RESPONSE


We have reviewed Mr. ******’s account and found that he received a CPAP unit, humidifier and supplies on December 19, 2013. We verified Aetna insurance and submitted claims on behalf of Mr. ******. Apria charged Mr. ****** his co-pay amount of $66.27 at set up. Mr. ****** signed the Sales, Service and Rental Agreement placing his credit cars on file for future co-pays, deductible or any amount not covered by Aetna. The Sales Service and Rental Agreement shows that the CPAP is a rental. We have mailed Mr. ****** a copy of the signed Sales, Service and Rental Agreement for his records.

Apria did charge the credit card on file for Mr. ******’s January 19, 2014 co-pay amount of $11.77 and we also received a check from Mr. ******. We will have the extra amount refunded back to Mr. ******.

Aetna denied the insurance payment portion of the January 19, 2014 claim as “coverage terminated”. Because the credit card had been placed on file the $47.07 amount was charged to Mr. ******’s credit card. If Mr. ****** does still have coverage with Aetna in 2014, we would suggest that he contact Aetna to see why they denied the January 19, 2014 claim.
We do show that Mr. ****** returned the CPAP unit back to the local office and his credit card has been removed from the account. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.  


Sincerely,

****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Obviously the various offices of Apria do not bother to speak to each other, or check their facts before they answered your letter to them.  When we did receive the partial refund, my wife called their financial office and they told her the same story.  She asked them to check their records, which they did.  They told her that yes they did show that I had called them with the new Aetna ID number for 2014, prior to their charging my credit card for the $47.07.  They just never bothered to resubmit the claim to Aetna; which my wife was able to persuade them to do.

My wife and I have both gotten the impression that they are used to talking to people who don't know anything about medical billing or procedures; and I say that because of the terms that they tend to use, and their very condescending attitude.  Unfortunately for them, we both work for one of the largest medical billing companies in the world; and between the two of us we have worked for years in customer service, billing, accounts receivable and the refunds department.  I find it very regretful that Apria Healthcare is severely lacking in their professionalism in both their billing and customer service.  We have been upfront and professional with them from the first, and they are condescending on the phone, and downright rude in person.

We have made sure that not only our company knows the whole issue; but, also Aetna, and the hospital and doctor who sent us to them in the first place.  As far as them sending a copy of the agreement, we had our copy; which still doesn't explain why they would double bill us.  (i.e. send us a paper bill cash our check and then charge our account too.)  It also doesn't explain why they did not resubmit to Aetna, when they had the correct information prior to debiting our account.


Regards,
***** ******* ***

Business Response:

This letter is in response to the complaint referenced above submitted by ***** ******, to the Better Business Bureau.  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:

Mr. ****** had questions regarding the billing when he had provided his insurance.

 

RESPONSE

Apria did not verify the new ID number with the insurance until February 10, 2014, however the January date of service was not resubmitted at that time. Apria has resubmitted the January date of service and the insurance paid on May 29, 2014.

 

We have started a refund process in the amount of $47.07 to be refunded to Mr. ******. As of today Mr. ****** has a $0.00 balance and there are no pending claims.

 

We apologize for the delay in the billing and Mr. ******’s credit card being charged before the correct insurance ID number was filed.

 

Sincerely,

 

****** ****

Billing Center Quality Specialist 

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

7/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had a CPAC breathing machine for over one year. During this time my insurance company,
which is BCBS, was billed every month and I had a co-pay every month. Last August BCBS sent me a
letter stating that the machine was paid for and payment will be discontinued. I kept receiving bills for a
co-pay and I questioned Apria Health Care on trns and their answer was that since I went on medicare in
July and still had one month to pay the payments would start all over again and the machine would have to
be purchased again. I informed them that BCBS sent me a letter that the machine was pain for in full in
June but they would not agree to that. They claim that if you change insurance companies your payments
start all over again and by going on medicare they call that a change of insurance. I feel this is not only
unfair but also a form of fraud by collecting twice for this machine. I would appreciate any input or
assistance you could offer me. I will enclose the letter from BCBS and also the most recent bill from Apria
Health Care. Thank you.

Desired Settlement: Please see attached. 

Business Response: ITEM # 1:  
Mr. ********* states that he received a CPAP unit when Blue Cross Blue Shield (BCBS) was his primary insurance. He states that he received a letter from BCBS that the CPAP unit had been paid in full. Mr. ********* states that when his primary insurance changed to Medicare the billing on the CPAP unit started all over.


RESPONSE
We have reviewed Mr. ********* account and found he received the CPAP unit on July 27, 2012. His primary insurance at the time was BCBS. We confirmed that BCBS would cover 85% of the monthly contract rental fee and that Mr. ********* would be responsible for a co-payment of the 15% for 13 months. After meeting the rental cap, the equipment would be converted to sale.

In July 2013, prior to reaching the rental cap, Mr. ********* changed insurance from BCBS to Medicare. Mr. ********* rental cap period started over when he changed insurance companies because Medicare does not, nor is it required to, credit payment made by the other insurance companies towards its rental cap.

The attached BCBS letter that Mr. ********* referred to in his complaint letter was not attached for our review. We have no record of receiving a letter from BCBS in regards to the CPAP being paid in full. If Mr. ********* would like to resubmit a copy of the BCBS letter we will be glad to review it.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please see attached

Regards,

***** ** *********

Business Response: This letter is in response to the complaint referenced above submitted by ***** D ********* to the Better Business Bureau.  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: 
Mr. ********* submitted a copy of the letter from BCBS for Apria’s review. 

RESPONSE 
We have reviewed the letter by BCBS and reviewed Mr. ********* account. We  found that BCBS was incorrect with their date on the letter. BCBS’s contract states that a CPAP will rent for 13 months and then convert to sale because it would have met purchase price. 

However, BCBS only rented for 12 months before Mr. ********* insurance coverage changed to Medicare. Therefore the billing changed to Medicare billing contract. Mr. ********* open balance as of today is $143.34.  


Sincerely, 
****** **** 
Billing Center Quality Specialist 

 

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

7/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sold Product to patient without following guidelines of insurance provider. Did not receive prior approval from patient doctor before selling product. This caused patient to not be able to apply the amount towards the deductible with the insurance provider

Desired Settlement: provide all with appropriate documentation in a timely manner, just in case there is a possibility of getting credit for amount spent towards deductible. if this can not be done a total refund is requested to be applied towards next purchase

Business Response: This letter is in response to the complaint referenced above submitted by ****** ********* to the Better Business Bureau.  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: 
Mr. ********* is requesting that we submit documentation in a timely manner to his insurance so he gets credit for amount paid towards his deductible. 

RESPONSE 
We submitted the claims to Anthem on April 21, 2014 and they replied back on May 2, 2014 with deductible applied towards claims. Mr. ********* can contact Anthem for update explanation of benefits. We apologize for any inconvenience this may have caused. 

Sincerely, 

****** **** 
Billing Center Quality Specialist 

 

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare has used a collections company to collect an amount from me that I do not owe. I was called yesterday on 12-12-2013 at 2:50 PM from phone 855 387 3227 by a person named ***** who wanted me to pay by check over the telephone. I told ***** that I will not be paying him and that I would call Apria Healthcare Inc. I did so and was given a number to contact the billing dept. 1 866 505 6365 and I was told that the amount of $148.80 was for a co-pay that I owed. I explained that my insurance co-payments were met for the year and that they should have resubmitted the amount for payment. I have many expenses for different health issues and because Apria Healthcare did not get my co-payment, it is most likely the case that some other doctor or service I received did and my obligations were met. My complaint is that Apria Healthcare Inc. did not contact me and went ahead and turn this matter over to collections.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want Apria to contact the collections company they used and have them cease harassing me for money I do not owe. I want Apria Healthcare to deal with my insurance provider, which is the same as it was when I received any services from Apria Healthcare Inc. in the past. Apria Healthcare Inc should have that information on file. I have an excellent credit rating and this activity initiated by Apria Healthcare Inc would likely have an effect on m

Business Response:

ITEM # 1:

Mr. **** states that he was referred to collections without being contacted first for an amount that he does not owe.

RESPONSE

We have reviewed Mr. ****’s account and found that *** with Bluecare informed us on July 17, 2012 that Mr. **** would be responsible for the March 24, 2012 date of service because his deductible had not been met. Apria sent statements to Mr. ****’s address on file, which was confirmed by Mr. **** in a phone call in December 2013. Mr. **** is responsible for the balance of $148.80 in collections.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,

****** ****

Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

APRIA should have resubmitted the bill to my insurance provider rather than turn it over to a collection agent.
APRIA would have been paid by the insurance since my deductible was met for the year 2012. I was unaware about this matter until a collecton agent called my home in December 2013 and I contacted APRIA shortly afterwards within days in the same December about this bill.
APRIA then sent me a bill for the amount they turned over to collections.

I have the bill dated December 2013 in hand, yet the collections agency wants the money as well.
That is double billing. Since both thier collection agent and APRIA are both looking for the same amount.
I will not pay this bill while the insurance would have if APRIA would have simply resubmitted it to my insurance provider.
Nor will I pay it to either APRIA or the collection agent that APRIA has turned the amount over to.
I have other medical bills that were generated for other medical issues and I met my deductible co-pay for the year in full by paying another or combination of other doctors, specialists, or medical supplies that I was required to in 2012. Just because APRIA didn't get paid does not mean that I am obligated to pay APRIA.

This has marred my impeccable credit history and it is not my fault.
It is very simple, APRIA might try to get payment for this amount by submitting or resubmitting the amount to the insurance company that I have on file in APRIA records. It is still the same, as they got paid many times from the insurance provider in the past on my behalf.
APRIA needs to contact the collections they used and settle the amount with them.
This is harassment for an amount that I do not owe and damaging to my credit history and rating. This is the precise reason why I have filed a complaint with the BBB.

Business Response: ITEM # 1:  
Mr. **** states that Apria should have resubmitted the claim to his insurance and they would have paid and he is not responsible for the balance. He is also requesting that Apria contact the collection agency to settle the amount with them.
 
RESPONSE
As we explained, *** with Bluecare informed Apria on July 17, 2012, that Mr. **** would be responsible for the March 24, 2012 date of service because his deductible had not been met. Apria would not resubmit a claim that was denied for deductible. Apria sent statements to Mr. **** from July 2012 – December 2012, before the amount of $148.80 was referred to collections on December 23, 2012.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: After much further investigation with my communications with my insurance provider, Blue Cross First Priority Health, **** ********* at Health Equity states that the Date of Service 3-24-2012 was paid. The claim for DOS 3-24-2012 was received and processed and was paid by Health Equity to the provider in two payments in the amounts of $25.51 and $123.29. That adds up to exactly $148.80, the disputed amount.

It would be greatly appreciated if Apria would take this off my credit report and that they stop forwarding this amount for collections. I feel harassed by collections and damaged with my credit rating as a result of this ordeal.
Please, Apria, please take the effort to remove this strike against my credit rating.

 
Thank you, ******* ****

Business Response: ITEM # 1:  
Mr. **** states that his insurance did pay for the amount that was referred to collections and he would like the amount removed from his credit report.

RESPONSE
We have researched the information from the insurance and found the payment that had been misapplied in error. We have removed the amount of $148.80 from collections and requested to have the amount removed from his credit report. We apologize for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


ITEM # 1:  
Mr. **** states that his insurance did pay for the amount that was referred to collections and he would like the amount removed from his credit report.

RESPONSE
We have researched the information from the insurance and found the payment that had been misapplied in error. We have removed the amount of $148.80 from collections and requested to have the amount removed from his credit report. We apologize for any inconvenience this may have caused. 


Sincerely,
****** ****
Billing Center Quality Specialist

Attention ****** ****,

It is an understatement that this has been an inconvenience to me. I have NEVER had a bad credit report in my entire life. There were many hours involved in my efforts to rectify your error and with the appreciated help of the BBB and my insurance provider to prove that this bill was indeed paid in a timely manner. Apology accepted, everyone makes mistakes, but I have a couple requests that I wish you would please take care of to make things right.
First I am aware that there were two different collections agents that were involved in this.

The first one turned it over to a second. I do not want to have to chase after these collection services to be sure they have cleared this matter. Those people were rude to me. I was so sure there was no reason for a collections agent to contact me that I thought it was a scam at first and did not get the names of the callers and the company(s) names.

I wish you would have both of them send me a hard copy letter that the matter was an APRIA HEALTHCARE mistake and the case is closed.

Secondly, I want you to send me a hard copy letter of your request to ALL three Credit Reporting Agencies to remove this erroneous charge against me and the explanation for doing so. I don't think this is too much to ask since it was not my fault that this occurred and the mistake has marred my perfect credit history and resulted in a considerably lower credit rating than I deserve.
Below are the three Credit
Reporting Agencies I want you to contact.

 Please mail me a copy of your correspondences to:

******* J.****
**** ******** ****
************* ** *****

Equifax (www.equifax.com)
P.O. Box 740241
Atlanta, GA 30374-0241
1-800-685-1111

Experian (www.experian.com)
P.O. Box 2104
Allen, TX 75013-0949
1-888-EXPERIAN (397-3742)

Trans Union (www.transunion.com)
P.O. Box 1000
Chester, PA 19022
1-800-916-8800

Business Response: This letter is in response to the complaint referenced above submitted by ******* **** to the Better Business Bureau.  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:  
Mr. **** is requesting a letter from State Collections and West Asset Management that the amount referred to collections in error, have been removed. He has also requested a letter that has been sent to the credit reporting agencies to remove the erroneous charge. 


RESPONSE 
We have contacted State Collections and West Asset Management and requested that they send Mr. **** the requested letter. State Collections or West Asset Management have the responsibility to send the requested letters to have any amounts taken off of a patient’s credit report.  I requested that they send the patient a letter and make sure amounts were removed from his credit report.  

 We once again apologize for the inconvenience this has caused.  

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/29/2014 Problems with Product/Service
6/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/26/2013 my husband, ***** R. *******, ordered CPAP equipment to deal with his sleep apnea. He received the equipment but despite my multiple attempts and Chesterfield Resources, Inc.'s, Apria's billing office refuses to provide Chesterfield Resources (our Aetna insurance administrator) with the medical records needed before they can process this dated claim. Instead of providing those records the Apria billing office continues to hit our credit card for $52.96 monthly to-date!The information needs to be sent to Chesterfield Resources so that our medical insurance will pay the appropriate amount and no further charges will be placed on our credit card until they respond appropriated! Product_Or_Service: CPAP equipment (medical supplies)

Desired Settlement: DesiredSettlementID: Other (requires explanation) Apria Healthcare must supply the medical records required by Chesterfield Resources, Inc. regarding ***** *******'s medical claim of 12/26/2013 so the claim can FINALLY be processed!Apria Healthcare must stop applying charges to our credit card until this dated claim has been addressed by our insurance!Finally, Apria Healthcare must issue us a refund for the excessive charges they have applied to our credit card!Thank you for your assistance.

Business Response: ITEM # 1:  
Mrs. ******* states that Apria must supply Chesterfield Resources Inc’s the medical records they are requesting before they will process the claims. She is requesting for their credit card to stop being charged until the issues are resolved. Mrs. ******* is requesting a refund for the excessive charges tht have been charged to her credit card.

RESPONSE

Apria has provided the insurance the prescription, sleep study, medical notes, rental and purchase price. However on June 10, 2014 they requested the titration report taken within the last five years and Apria has no record of this information. Mr. ******* can contact his doctor and see if they have the titration report to provide to the insurance.

We have inactivated Mr. and Mrs. *******’s credit card as of today so no more co-pay’s, deductible or out of pocket not covered by insurance will be charged. As of todday we are not able to refund any payments that have been charged on the recurring credit card that was provided by Mr. and Mrs. ******* until we receive payment from the insurance.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10102217, 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. 

In our inquiry, we have obtained the titration report from Dr. ******** ******'s office and will be sending a copy of same to Chesterfield Resources, Inc. as well as a copy to Apria for their records. 

Whether this was our responsibility or not, I am not sure. 

What may be a new issue is why Apria would cancel our credit card account even though we are ongoing patients requiring CPAP supplies from Apria. 

The above may lead to future concerns.  Thank you for your help.

Regards,

****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/15/13 I ordered CPAP supplies for my CPAP machine which treats my sleep apnea. I ordered my supplies from Apria Healthcare from their Midlothian IL. location. At the time of the order I was told that I was going to get a call to confirm the order and my insurance information. Two weeks passed and no call back or follow up. I called to check on the order, was told from ******** they were backed up and that someone from the confirmation department would contact me soon. Another week and no call back. I called and left multiple voice mails asking for follow up on my order. No response. When I called again after another week delay, I spoke with *****, who asked what I was calling for. I explained my situation, she placed me on hold for over 25 mins and never came back to the phone. The next week I received an invoice for $11.77 for insurance co-pay for the supplies. I called and spoke with the billing office letting them know that I have no supplies or confirmation of an order yet. I asked is there anyone I can speak with to escalate this. I was given the name of the branch mgr. *** ******. I called 3 times with no return call from Mr. ******. Now in December nearly 60 days after my first call to order I was forced to find another supplier for my medical supplies. When Apria billing contacted me about the $11.77 I told them since Apria is no longer providing supplies that I no longer needed their service and that I would not be paying anything. Then on 1/2/14 I received a letter from Ms. **** ********** requesting my insurance information for them to bill for the supplies they claimed I received on 12/30/14. I received no supplies! I called Ms. Lazzarotto to explain nothing was received. I left three messages for her with no call back. My final call to her was to say that I consider this matter closed since no one has responded. Now Apria has since sent me to collections for the $11.77 and is trying to bill me for supplies I never received. VERY QUESTIONABLE BUSINESS PRACTICES at Apria.

Desired Settlement: I want Apria to close this matter for any outstanding balances they claim are due. I want my account removed from their collection agency (West Asset Management). I want any negative credit reporting to be immediately cleared by Apria and West Asset Management. I want a letter from Apria clearing me of any obligation and to cease any future contact with me once this matter is closed.

Business Response: ITEM # 1:  
Mr. ***** states that he did not receive the supplies that he is being billed for and wants the amount removed from West Collections and any negative credit reporting to be immediately cleared.

RESPONSE
We have reviewed Mr. *****’s account and apologize for the inconvenience this may have caused. The local office has requested on June 6, 2014 that the amount be removed from West Collections and adjusted. We have confirmed that the balance of $11.77 was removed from West Collections and no reports had been made to Mr. *****’s credit report.


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 does not address my original complaint in whole. While I appreciate the first balance of $11.77 cleared from my account and removed from collections, there is another balance of $77.64 for items that were said to be shipped. I had never received them. These were the items I tried to address with Ms. Lisa Lazzarotto of Apria. I had never received any response. I have not received any supplies that they claimed were shipped to me. I had never ordered any due to the many issues with Apria. I want this entire balance removed from record and Apria acknowledge it's error and to cease all contact with me. 

Regards,

**** ***** 

Business Response: ITEM # 1:
Mr. ***** states that he appreciates the balance of $11.77 being removed from collections; however he did not receive any of the supplies and should not be getting billed in the amount of $77.64.


RESPONSE
We have reviewed Mr. *****’s concern and we are not billing him for any supplies they have all been adjusted off. However he does have a balance as of today in the amount of $58.84 for the maintenance and service charge for the CPAP unit that Aetna applied to his yearly deductible.


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The claim of a charge for maintenance and service charge is not accepted. I have no invoice and explanation of what exactly this is. I have always paid for supplies not for maintenance. I have never had my cpap machine looked at or maintained by Apria. The last statement dated 5/15/14 shows the balance of $11.77 sent to a collection agency and another balance only identified as a previous balance of $77.64. Nothing is listed to explain what the charges are. If Apria wants to send me an itemized invoice specifically explaining what they claim is due, I will review. 

Regards,

**** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare has been unable to figure out how to file a claim with my insurance. Despite given specific instructions via EOB and verbal communication (multiple phone calls), they continue to indicate there is a lack of coverage, even though my insurance company has indicated otherwise. I have spoken with multiple representatives (***, ******, & *******) who can't understand why the information isn't getting relayed correctly. They have told me they would work on it and get back to me and all have failed to do so. One rep said, "I will email my lead and keep a watch on it" and "your information is in the notes but not it's not interpreting it correctly". Two days after that contact, Apria sent my account to collections. I have made multiple phone calls to customer service in an attempt to resolve only to hold 30+ minutes and then get hung up on. I even asked to speak with a manager and was put on hold and then disconnected. Rarely have I received such poor customer service and been exposed such apathy for the customer. I urge ALL who are considering dealing with Apria Healthcare to watch out. In addition to all this, what they actually charge for CPAP supplies is outrageous.. definitely check prices with other suppliers and on-line prior to giving this company your consideration.

Desired Settlement: I need a competent representative to call me and figure out how to file an insurance claim.

Business Response: This letter is in response to the complaint referenced above submitted by ****** ***** to the Better Business Bureau.  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: 
Mr. ***** states that his claim was not submitted correctly and was referred to collections. 


RESPONSE 
We have reviewed Mr. *****’s account and found that the claim had not been submitted to the correct address. The amount referred to collections on April 22, 2014, was removed on May 8, 2014, leaving Mr. ***** a $0.00 balance. We apologize for any inconvenience this may have caused. 

Sincerely, 

****** **** 
Billing Center Quality Specialist 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 03/03/2014 I walked into the APRI store and purchased a DeVilbiss air filter for my oxygen concentrator. I paid cash for it. On Friday, March 20, 2014 I received a bill for the same item, for the same amount. They requested this be paid by 04/08/2014. I called the customer service number and explained to them I had paid cash for the item. They said their policy is that they send everyone a bill for EVERYTHING because their accounting system does not post for 6 weeks from the time of transactions. THEY ARE DOUBLE BILLING EVERYONE...with the excuse they don't know because their posting system requires 6 weeks. I say they are preying on people who don't know what's been paid....they ARE DOUBLE BILLING EVERYONE WITH THE INTENTION OF BEING PAID TWICE. This is criminal and illegal. They have a policy that allows them to fraudulently bill all customers TWICE. I knew mine was paid...some other people may not.... WHAT A SCAM.

Desired Settlement: Unspecified

Business Response: ITEM # 1:  
Ms. *** states that she paid cash for a filter at the local office and also received a statement. She states that Apria is double billing patients and it’s a scam.
 
RESPONSE
Ms. *** received a filter and paid cash to our local office on March 3, 2014. Apria’s local office does not post payments therefore they have to mail the cash payments into the posting department. Because of this there is a delay in the posting of the payment.
A statement generated on March 18, 2014, in the amount of $7.60 for the amount that had been paid on March 3, 2014 in cash. When Ms. *** called in regarding the statement the agent apologized for the delay and tried to explain to Ms. *** to disregard the statement and al*** more time for the payment to post.

Ms. ***’s payment applied to her account on April 7, 2014, leaving her a $0.00 balance as of today. We apologize for the delay in posting, we are not trying to double bill our patients or scam them.

We apologize for any inconvenience this may have caused. 
Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This response is an excuse for requesting money for an item that is already paid. 

You need to stop, STOP STOP STOP, DOUBLE BILLING PATIENTS. YOU NEED TO IMPROVE YOUR POSTING TIME AND STOP REQUESTING MONEY VIA BILLING STATEMENTS. YOU NEED TO CHANGE YOUR POLICY. THIS COMPANY IS AN OBVIOUS DISHONEST ACCOUNTING BUSINESS THAT HAS A BUILT IN SYSTEM FOR BEING PAID TWICE. YOU ARE NOT ACCEPTING RESPONSIBILITY FOR YOUR FELONIOUS ACTIONS. STOP STOP STOP DOUBLE BILLING PATIENTS...PERIOD. ONCE A PAYMENT IS MADE IN CASH FOR THRU AN INSURANCE PAYMENT, WHATEVER, YOU NEED TO POST IT IMMEDIATELY AND NOT REQUEST MONEY AGAIN....AND WHAT IS YOUR POLICY FOR RETURNING MONEY THAT IS A DOUBLE PAYMENT?  DO YOU SIMPLY KEEP THE MONEY?  YOUR COMPANY IS AN EMBARASSMENT TO HEALTHCARE PROVIDERS.SHAME ON YOU....

Regards,

******* ***



Business Response: ITEM # 1:  
Ms. *** is requesting that we improve our process of how long it takes our payments to post to our system to prevent what it appears to be double billing.

RESPONSE
Ms. ***’s account was reviewed and it was confirmed that she made payment at the local office for a filter that was received on March 3rd 2014 in amount of $7.60. The local branch does not apply payments; therefore they have to be sent to our posting office and it does take time for them to process. The payment posted to our system on 4/07/14 and a statement generated on 3/18/14 during the process of the payment being applied to the account.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 


Regards,

******* ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria, a medical supplies vendor and a participating Blue Cross provider, sold me a $1,755 wheel chair cushion on 10/11/2012 and required that I make a co-payment $210.60, which I paid on that date. Apria also billed Blue Cross and was PAID IN FULL on 10/16/2012 by Blue Cross as the wheel chair was 100% covered under the HMO section of Aprias Blue Cross contract. The Blue Cross Explanation of Benefits (EOB) clearly shows there was no deductible and no co-pay due and the Blue Cross Member (Me) is not responsible. This resulted in a $210.60 credit due me, which Apria never paid. I have written three letters and had numerous calls with Apria requesting the refund of this overpayment to me. Out-of-the-blue on March 12, 2014 Apria sends me a bill for an additional $753.32 for the same wheel chair cushion with the date of sale of 10/11/2012. I called Apria and they insisted there was a secret EOB showing the amount due of $753.32, but they could not send me copy of that EOB. Then Apria sent my account to a collection agency for the $753.32. Apria erred in taking my $210.60, billing me $753.32 and in sending my account to a collection agency. I would like the $210.60 refunded.

Desired Settlement: A Check for $210.60, an apology and verification that the erroneous collection agency referral has not harmed my credit rating.

Business Response: ITEM # 1:  
Mr. **** states that we referred him to collections for an amount that Blue Cross paid. He is requesting an apology and a refund in the amount of 4210.60 that he paid to Apria.

RESPONSE
We have reviewed Mr. ****’s account and found that the amount of $21060 that was paid to Apria was taken by his credit card company on January 7, 2013. Mr. **** will need to review his credit card statements and if he does not see the amount placed back into his account, will need to contact Apria for review.

We apologize for the amount of $753.32 being referred to West Asset Collections; this amount was to have been adjusted off, however it was not in error. We have removed the amount of $753.32 on June 18, 2014, leaving Mr. **** a $0.00 balance as of today.

We do apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

Please cancel my complaint  re: my ID #********.
 
Apria finally contacted me with a correct answer and apologized for their mistake.  It took me three certified letters, a fax and eight phone calls before Apria finally understood THEY MADE THE MISTAKE. 
 
However, Apria will always have a black mark in my book as they mistakenly sent me to a collection agency.  Apria cannot tell me if the collection agency reported be to any credit bureau, I have to now chase after the collection agency.
 
******* ******* ***** ****
Cell     ************
Home ************

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint against Apria Healthcare is:1) No estimate given as requested before equipment delivered2) Unfair billing would not prorate rental. Charged whole month for only 11 days.3) Apria did not disclose charging full month when equipment delivered.4) Customer service did not give me complaint options as listed on item 19 of supplier standards. My Healthcare provider, who I trust, gave me Apria's phone number to order oxygen sleep therapy. When I called Apria, they could not give me an estimate without the doctors orders. I then called back my doctor. My doctor was told they had to fax the order in. No one called me back with an estimate. I was told this was life supporting equipment and I needed to get it. When I received the equipment, they still didn't have the monthly cost. The person delivering it said that it would probably be 120.00 per month. Almost a month later, I received a bill for almost $200.00. I called my doctor and told them I could not afford to pay that much. They told me it was life supporting equipment and to see if Apria would help with the financial part. I called Apria and they sent me a unreadable document, asking all kinds of personal information. I then returned the equipment. Apria came and got the equipment.Apria Healthcare, almost a month later, sent me another bill for a full month of rental. I only had the equipment for 11 days. I tried several times to call them. Each time waiting over 20 minutes before I finally hung up. I waited to see why they billed me for a full month and would they prorate it. They said they would not prorate. It is not right to bill for rentals that you do not have. I am going to send payment for the days I had the equipment and nothing more.

Desired Settlement: I request Apria Healthcare to do the right thing by prorating the medical equipment instead of billing me for a whole month. I also request them to repair my credit report by sending correction of delinquent payment to the bureau of credit agency.

Business Response: ITEM # 1:  
Ms. ******* is requesting that Apria do the right thing by prorating the medical equipment instead of billing her for a full month. She also request that Apria correct the delinquent payment on her credit report.

RESPONSE
We have reviewed Ms. ******* account and would like to explain the billing for CIGNA through CareCentrix and why we did not provide an estimate at the time of set up.
Apria provides equipment and supplies for CIGNA patient’s and submits the claims to CareCentrix on behalf of the patient. CareCentrix is CIGNA’s third party administrator, therefore they pay Apria for the claim submitted and then they have the claim processed by CIGNA on behalf of the patient.

If CIGNA does not cover the claim at 100% the patient will receive a statement from CareCentrix for the amount due. Any amounts that have been referred to Ms. ******* credit report have been done so by CareCentrix. Apria has no control over having any amount removed or corrected on Ms. ******* credit report that was reported by CareCentrix.
The Sales Service and Rental Agreement signed by Ms. ******* at the time of set up did not list any pricing because under the contract with CIGNA/CareCentrix, Apria is unable to provide that information. If a patient has any questions regarding pricing they are referred back to their insurance.

Apria does not prorate the rental charges for equipment; the equipment is billed on the same day each month in a month’s cycle.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Delivery Issues | Complaint Details Unavailable
6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Perscription was forwarded to Apria Healthcare on April 29, 2014. Referring Dr. office had current insurance information. On 5/9/14 I called to inquire why I had not heard from them. Apria claimed that on 4/30/14,they tried three times to call home phone#. They claimed it sounded as if someone picked up the phone and did not speak. This is impossible since no one was home and we have a VERY workable answering machine. No message was left at any time. They also stated that they faxed a request to Dr.'s office for ins. info. and got no response. I gave the S.S.# which they required as well as ins. information during that call.On 5/20/14 I called again asking what the hold up was at this time. They stated the claim was marked "Self Pay" because there was no ins. information. I stated I personally gave ins. information to them and why if claim was marked self pay or file with ins. co. had I not heard anything from them. Lady stated an alarm was going off and she would have to hang up...call back later, but she would file claim. I called back later in day to inquire where claim was at this time. She stated in ins. approval status. Today is 5/28/14...I have not recieved ANY information or equipment from them. I am extremly upset and still await information.

Desired Settlement: That it be noted by BBB the unprofessional manner in which a claim is handled by Apria Healthcare. I have been in the health care profession for over 25 yrs. and know enough that NO patient or customer be handled in this manner. Thank God my condition is not serious enough that I am still alive to file this complaint.

Consumer Response:

Thank you for all your imput into getting this resolved.  Apria Healthcare has called me, aploized for my falling between the cracks, and have  
gotten into thier office for an appointment.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We had a bill from Apria that was to be covered by our insurance, but Apria failed to advise me that I needed to see my physician within 90 days of receiving my sleep apena machine. My insurance paid all of the months from January, 2013 through October , 2013.. When we would get bills we would tell Apria to resubmit to our medical plan. It was not until November we were advised that we did not see the doctor in time to cover the April payment. We filed appeals with our health plan. In February, 2014 our healthplan denied the appeal. by then Apria tuned us into a collection agency- **** Management. We disputed the claim with Apria as they did not advise us we should have seen the physician within 90 days and we should not need to pay the $104.83 they said we owed. When we decided to just pay the bill, **** Management said they could not accept the payment as we had disputed the claim. We then paid Apria directly on April 17, 2014. **** Management has this debt on our credit report and will not remove it as Apria has not advised them it is paid. We have called Apria at least 6 times to get them to notify the collection company that it is was paid. The collection company will not remove it from our credit report even though we sent them proof of the payment to Apria.

Desired Settlement: Notify **** Mangement that the claim is invalid and remove reference of it from my credit report

Business Response: ITEM # 1:  
Mr. *** **** is requesting that Apria notify **** Asset Management that the claim has been paid and remove the invoice from his credit report.


RESPONSE
The April 23, 2013 invoice referred to collections in the amount of $104.83 has been paid and the payment has been applied to **** Asset Management. We have requested that **** Asset Management remove the amount from Mr. *** ****** credit report. We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Received a statement from Apria dated 03/20/14 showing I owed a balance of $430.06On April 8, 2014, I made a payment to April in the amount of $430.06 and have the confirmation number for my payment.Received a statement from April dated 04/21/14 showing I had a previous balance of $430.06. A payment in the amount of $393.06 was posted on 04/14/14. Reflects a $37.00 balance.According to my invoice, my confirmation number of the payment I made for $430.06, and my bank drafting $430.06 from my account to pay Apria, they only applied a payment of $393.06, which is INCORRECT. The difference between what I paid, $430.06, and their posted amount, $393.06, is $37.00.I contacted Apria at ###-###-#### on 04/28/14 at 10:19 am (CST) and spoke to "Jennifer". I explained the situation to her and provided her with the confirmation number to my payment. She stated it would be applied to my account.Received a statement from Apria dated 05/20/14 and REFLECTS I OWE AN OUTSTANDING BALANCE of $37.00. June 6, 2014, I contacted Apria at ###-###-#### and spoke to "*****" at 8:43 am (CST). I explained everything above. She was rude. She would not listen as I tried to explain to her that the amount I paid and the amount they reported I paid was a $37.00 difference. I told her that according to their statement dated 03/20/14, I owed a balance of $430.06, which I paid on their website. I also tried to tell her that I had a confirmation of the payment. She stated the correct payment was applied and instead of owing $37.00, I actually owed $37.01. Just a penny difference but where in the world is the $37.01 on the invoices? She would not listen and did not care to want to understand what their invoices were reflecting. So, you bill me for one thing but when I call, it is actually the wrong amount that should have been billed and you cannot enter the correct payments in your system...even when I have a confirmation number??????I will NEVER do business with Apria again.

Desired Settlement: I wanted my bill corrected to reflect that I paid $430.06 on a balance of $430.06 and not $393.06 (the amount they state was posted to my account). My balance due should be $0.00. (Note: Prior to talking to "*****", I received a shipment of supplies for $15.85, which was paid to them on their website on 06/05/14 (I do have a confirmation number).

Business Response: ITEM # 1:  
Ms. *****-******* states that she paid the open balance of $430.06 however has only been given credit of $393.06. She states that she does not owe the open balance of $37.00 and she has tried to discuss this with Apria to find no resolution.

RESPONSE
We have reviewed Ms. *****-*******’s account and have found the issue with the payments and remaining open balance.
Ms. *****-*******’s open balance for the December 20, 2013 date of service for her CPAP was $528.08. She owed $5.77 for December 20, 2013 supply order and $15.85 for the May 19, 2014 supply order. This was a total due of $549.70 for these dates of service.
The following payments received by Ms. *****-*******. On January 17, 2014, we posted $3.79, January 31, 2014 we posted $20.00, Februay 28, 2014 we posted $80.00 April 4, 2014 we posted $730.06 and May 24, 2014 we posted $15.84.

In reviewing the account we also found that $100.00 was recouped back on Ms *****-*******’s account. Therefore $612.69 was paid by Ms. *****-*******; $100.00 was recouped back, leaving a total paid of $512.69.

So after reviewing all the details of billed amounts, paid amounts and recouped amounts we found that the total due was $549.70, Ms. *****-******* paid $512.69, leaving an open balance of $37.01.
We will be glad to discuss this with Ms. *****-******* in more detail if she would like to give our billing office a call at ###-###-####.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company charged me $323 on 3-27-14 for what was supposed to be my deductible for healthcare services rendered. After my insurance processed the claim, the amount I owed was $67 (my insurance paid the rest). I first contacted them on 4-3-14 after my insurance processed the claim. I spoke to "*******" at their billing dept. She said that they will issue refund and I should receive it the end of April. On 4-28-14, I contacted them again and spoke to "******". She said refund was processed on 4-10-14, but it can take 2-3 weeks for me to receive it. I called again on 5-5-14 since I hadn't received my refund check and spoke to "******". She asked that I give it till 5-9-14 and if not, to call back and they will re-issue. I called on 5-9-14 and spoke to "Cherish" who said she would verify if cashed and will re-issue it if not. If re-issued, will received within 2 weeks. She said she'd call me back with an answer, but never did. I called again on 5-19-14 and spoke to "*******". She told me check was sent on 5-17-14 even though process started on 4-10-14. Today is 5-28-14 and I have still not received my refund. When calling this company, they have me on hold for a long time initially, then always put me on hold again for a long time. I think they are not telling me the truth and they are delaying any refund that is owed me. I am requesting help in getting my $256 that is owed me. I have found out that they should have realized that I did not owe the $323 in the first place which is even more suspicious now that they aren't refunding me the overpayment.

Desired Settlement: I am requesting that I receive a refund immediately in the amount that is due me. I will pick up the check personally from their Livermore office since I do not trust them saying it is in the mail.

Business Response: ITEM # 1:  
Ms. ***** is requesting that she receive the refund that is due to her immediately. She states that she will pick up the check from the Livermore office since she does not trust Apria saying it’s in the mail

RESPONSE
We have reviewed Ms. ******* account and found that refund check ******* was issued on April 16, 2014 in the amount of $258.69.  We have verified the mailing address with Ms. ***** and the refund check was mailed to the correct address, however the check has not been cashed. Therefore we have voided refund check ******* and reissued the check.

Refund check number ****** has been issued on June 9, 2014 and sent to the local office at *** ********** ** ** ********* ** ****1. The refund check should take two business days to be received. We have informed Ms. ***** of this so she will be able to pick up her refund check.

We apologize for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My son is born on 10/06/2012.When we were back home from hospital, my husband ordered the breast pump for me by using my ob's prescription. From the phone call, we already knew that should be a medela in-style breast pump. The next day, 10/11/12, A delivery guy gave us the medela in style pump, exactly same one as in the phone. My husband signed receipt (Since my son is the first and only baby we have, at that time, everything was messing, my husband didn't look through the receipt.) After that, we received a bil***g from Apria, total charge is about $30. We paid as the co-pay part. Then, from Apr.2013, the nightmare began,they keep billing me. Firstly, I called my insurance company, they called Apria, I were told the ridiculous reason was they were mistaken about my insurance information. Then, I still received the bills, this time, they said I have rented their breast pump. I told them I only purchased one and already paid.Finally, my bill became $420, I found the original receipt, on that, I have two charges, 1. Breast pump purchase, 2. symphony double hospital level Breast pump rental. Actually, my insurance can't allow to purchase and rent breast pump at the same time, that is definitely mistake that they made. Now they don't treat it as rental, just as a purchase, so I have to pay something(symphony double hospital level Breast pump) that I never received. We called Apria bil***g dept, We were told we have to pay firstly,then check with the local branch to tracking the order. After we paid, we called more than 10 times to San Jose branch. Nobody can solve our problem, they just told me "I can't understand your story" or "you found wrong order after more than 1 year?" or "I understand your situation, but we can not find the record, you have to call the billing dept". So, we paid $420, got nothing, lost lots of time, what a liar company. Product_Or_Service: Medela symphony Breast pump Order_Number: X******* Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund They have to refund total $420.00. I am really angry about the customer service and management of Apria Inc.

Business Response: ITEM # 1:  
Ms. *** is requesting a refund of $420.00 for equipment that she states she was not provided.


RESPONSE
We have reviewed Ms. ***’s account and found a signed Sales Service and Rental Agreement for a “Rent” of Breast Pump Symphony Double by Medela and “Sale” Breast Pump Kit Double Pump on October 11, 2012.

The insurance processed and paid some of the rental claims for the breast pump. However, Ms. *** has a high deductible plan and the insurance applied deductible amounts as her responsibility.

The breast pump was converted to a sale on October 11, 2013, turning ownership over to Ms. ***. There is a $0.00 open balance on the account as of today with no pending invoices.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate bil***g.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Firstly, the truth is I never ever received the pump that they claimed rent to me. Secondly, I have to pay more than $500 to get nothing(I received another bill that is more than 100$). Thirdly, we have to deal with them more than 1 year, they do not want to check the trucking record, even now.

Regards,

*** ***



Business Response: ITEM # 1:  
Mrs. *** stated she never received the breast pump that was rented to her and had to pay for it.


RESPONSE
We have reviewed Mrs. ***’s account and confirmed that she received the Breast Pump as a rental on October 25, 2012. Her husband signed the Sales, Service and Rental Agreement when the equipment was received.

Apria submitted claims to the BCBS on behalf of Mrs. *** and claims were denied as being applied to the patient’s yearly deductible; therefore the patient was billed for the balance.
Mrs. *** was also billed for $126.00 for the monthly rental of the equipment for dates of service January 11th, 2013 and March 11th 2013 for claims that were also applied to her yearly deductible.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent a letter to Apria on 3/2/14 stating that I felt I was a victim of price gouging since I could purchase supplies cheaper by going on line and paying 100% of the cost versus 20% through my insurance company. I asked for an explanation as to why I should continue to obtain supplies from them after the excessive bill I received and paid. As of 3/27/14 I have still not received a reply or acknowledgement of my letter which was sent to both 26220 Enterprise Court, Lake Forest, CA 92630 and PO Box 536841, Atlanta, GA 30353. In my letter I informed them that if I did not receive a reply I would contact both BBB and my Insurance Co.

Desired Settlement: I feel that I am due a partial refund for excessive charges that I paid when I can obtain the same supplies at less cost. I told them in the letter I did understand that I had to meet a deductible each year but that did not excuse the excessive charges.

Business Response: ITEM # 1:
Mr. ******* states he received no reply from Apria on the letters that he sent regarding excessive billing. He feels that he is due a partial refund for the excessive charges for supplies that he could have obtained for less cost.

RESPONSE
We have reviewed Mr. *******’s account and found he ordered CPAP supplies on January 27, 2014. At that time we advised Mr. ******* of possible deductible, out of pocket or coinsurance amounts.

Aetna applied $183.14 toward Mr. *******’s yearly deductible on February 7, 2014. Apria does not feel that an excessive amount was billed for these supplies. Apria did not bill over the contract amount agreed to by Aetna.

Mr. ******* paid the balance of $183.14, which applied to his account on March 11, 2014. Mr. ******* has a $0.00 balance as of today.

We apologize for not responding to the Letters that Mr. ******* states he sent. As of today we have no record of receiving the letters.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,

****** ****
Billing Center Quality Specialist
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I feel that I can better control the amount and cost of supplies by purchasing directly from suppliers rather than accept whatever charge and amount that Apria determines.

Business Response:

This letter is in response to the complaint referenced above submitted by ******* ******* to the Better Business Bureau.  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:

Mr. ******* states that he feels he can better control the amount and cost of supplies by purchasing directly from suppliers rather than accept whatever charge Apria determines. 

RESPONSE

Apria charged the contracted rate for the supplies that were provided to Mr. *******. However we understand his feelings of purchasing directly from the supplier. If Mr. ******* needs Apria for anything he has our phone number. 

Sincerely, 

****** ****

Billing Center Quality Specialist 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mother is 94 years old and in private a memory care unit where her healthcare provided, Kaiser Permanente has contracted with Apria Healthcare Systems to provide her with a hospital bed and temporary oxygen. The bed and oxygen were ordered at different times on different orders by Kaiser doctors. The oxygen was to be terminated due to it no longer being necessary. Apria came and removed the oxygen yesterday (a day later than we were told it would be removed), but they ALSO took her bed. Apria personnel entered the memory care unit without signing in (i.e., with no knowledge of the on-call RN or staff) and removed the oxygen AND the bed. As her POA, I called Apria on my mother's behalf to get her bed returned as soon as the memory care unit informed me that it had been taken. After speaking with a customer service rep, I was elevated to a supervisor named "Rebecca" who said that she would call the local Apria facility to have the bed returned. Nothing happened. My mother spent last night sitting in a chair all night. We called this morning and were told by Apria that a "New" authorization for a new bed would be needed from Kaiser... well the bed was never "deauthorized" in the first place by Kaiser. Apria told me that they were told my mother was dead and that all equipment was to be removed. Then another Apria person told me that I authorized the removal of her bed. I have a recording of my call to them to remove the oxygen, they can not produce a written/signed order from me or a phone recording authorizing the removal of my mother's bed. They will make up cya stories (lies) to shift blame for their clerical errors. Beware!

Desired Settlement: I want the bed returned IMMEDIATELY, no extra copays for a "New" authorization, a written apology from Apria (Rebecca) admitting fault in the removal of the bed, and if the memory care unit charges me for the all-night sitter to stay up with my mother to prevent her from falling out of the chair if she was able to sleep, then I expect Apria to reimburse Daybreak Village Assisted Living (Kennesaw GA) for any such costs.

Business Response: ITEM # 1:  
Apria removed and picked up patients electric bed at the same time the oxygen was picked up without authorization.

ITEM# 2:
Apria failed to redeliver bed same day (5/30)

RESPONSE
After careful review of the phone call with the patient’s son it has been determined that an error was made by an Apria representative who entered a ticket to have both the oxygen and the electric bed picked up when the representative should have only entered a ticket to have the oxygen picked up. Apria has confirmed that the bed was picked up on 5/30 and not re-delivered until 5/31, which did not meet the son’s expectation. We sincerely apologize for the inconvenience this has caused the family during this time.


Sincerely,
************** 
Area Customer Service Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by Apria Healthcare in reference to complaint ID********, and find that the letter of apology from Apria is satisfactory to me.  The customer service supervisor named "*******" who said that she would call the local Apria facility and assured me that the bed would be returned on the evening that it was removed, set all expectations of "the son" (me), but the actual apology needs to go to my 94 year-old mother who spent the night sitting in a chair for lack of a bed.  I will relay this apology to her, and will consider this complaint resolved with the written acknowledgement culpability received from Apria.  I hereby give the Better Business Bureau full permission to publish any and all of the correspondence related to my complaint online.

Regards,

****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When we got billed by Apria Healthcare for c-pap supplies for my husband I called immediately and set up a payment plan. They said we could pay $61.98 a month and wanted our banking account information so they could pull the payment out each month which they have done since March. This month I get billed saying we were past due and that we needed to pay today. When I called they said that our payment plan was not "Apria Approved" even though they set up the payment plan for us to begin with. They could not guarantee that would not be sent to collections. I feel lied to and feel this is very poor unethical business practice and want them to be looked into to see if what they are doing is legal. We are trying to come up with the money to pay them in full and we will not be buying anymore c-pap supplies from them.

Desired Settlement: I would like the company to be looked into so this doesn't happen to someone else.

Business Response: ITEM # 1:  
Ms. ******* states that she set up a payment plan of $61.98 a month from her banking account to pay off the open balance. However they kept receiving statements saying they were past due and was then informed that the payment plan she set up was not approved Apria payment plan and was not a guarantee they would not be referred to collections.

RESPONSE
We have reviewed Mr. ******* account and found that Ms. ******* did set up a recurring payment of $61.98 in March 2014 to pay off the open balance of $371.86. We apologize if we did not explain to Ms. ******* at the time; Apria approved payment plan or that if the balance was not paid off within 270 days from the date of service the amount would be referred to collections.

As of today Mr. ******* has a $0.00 balance and the recurring payment of $61.98 that Ms. ******* set up has been cancelled. There are two pending invoices as of today under the insurance for May 21, 2014 date of service.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Billing/Collection Issues
6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a broken CPAP device and have contacted Apria 8 times over the past 36 hours and there is no resolution to my problem. My first call was 8AM yesterday morning when on my initial call I was told a "therapist" needed to call me to arrange an appointment for me to bring in my broken unit to the office 40 miles away. The therapist called at 9:40 and told me the earliest appt. was two and 1/2 days away. I need the unit to breathe at night! Every night! I asked if I could go to another branch to get my unit replaced sooner. The therapist told me the Alexandria branch would call me and arrange an earlier appt. I heard nothing from Apria the rest of the day. I called at 1640 and asked to speak with someone in the Alexandria office and was hung up on. I called again and the call center finally transferred me and I spoke to the Alexandria Therapist. The earliest appt was four days away in Alexandria. I stated this equipment was needed for breathing and asked what can I do in the mean time. No answer. I asked to be transferred back to Richmond to get the earliest appt. I was hung up on. The next day I went through a similar experience. Apria has not contacted me, I've always had to call them. They do not at all care that there is a maintenance contract on the unit or that this equipment is critical (being broken for days is UNACCEPTABLE)as it's used for breathing.

Desired Settlement: All I want is the service that Apria preports to provide on their website and on radio spots.

Business Response: I have a broken CPAP device and have contacted Apria 8 times over the past 36 hours and there is no resolution to my problem. My first call was 8AM yesterday morning when on my initial call I was told a "therapist" needed to call me to arrange an appointment for me to bring in my broken unit to the office 40 miles away. The therapist called at 9:40 and told me the earliest appt. was two and 1/2 days away. I need the unit to breathe at night! Every night! I asked if I could go to another branch to get my unit replaced sooner. The therapist told me the Alexandria branch would call me and arrange an earlier appt. I heard nothing from Apria the rest of the day. I called at 1640 and asked to speak with someone in the Alexandria office and was hung up on. I called again and the call center finally transferred me and I spoke to the Alexandria Therapist. The earliest appt was four days away in Alexandria. No answer. I asked to be transferred back to Richmond to get the earliest appt. I was hung up on. The next day I went through a similar experience. Apria has not contacted me, I've always had to call them.

Response: 5/22/14, Apria replaced patient’s malfunctioning PAP device and addressed patient concern via phone call. We apologized to Mr Rowland for any inconvenience caused by miscommunication on the part of Apria’s customer service and respiratory therapy teams.
 
 
Sincerely,
 
****** ******, Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Back in January of 2011 I was referred to these folks for a Wheel Chair, for four months. After the four months was up I tried to call them to return it, and was told they could not find my account. In May of 2013, they sent me a bill for the Wheel Chair. I called these people and had to wait for over a half hour to talk to someone, who told me they would have someone call to schedule a pick-up. No one called, and a month later a received another larger bill. I again I called and waited over a half hour to talk to someone, and again was told they would call to schedule a pick-up. Once again no=one called me back and another month went by. I received yet another even larger bill and I called waited over 45 Minutes, this time demanding to speak to a manager, who connected me to the local office in Milwaukee, this person scheduled the pick-up, that day, and told me that they had set my account to maintenance billing (Permanent Usage) by mistake, and that they would clear up the billing. A month goes by and I receive yet another bill, I tried to call the local office and was told that they could not help me. My account has now been sent to collections which is effecting my credit score. These people are horrible, you can never reach them and when you do they will not listen to you.

Desired Settlement: I would like my account cleared out, I believe the amount is less then $100. They have over-charged my insurance company for this Wheel Chair over a 3 year period, and should be happy with the money they have already over-charged my insurance company. I would greatly appreciate any help you can give me. My account number with them is ********** and a Reference code of C*********7.

Business Response: Item # 1:  Complaint regarding billing error on wheelchair that Mr. ******* received from Apria Healthcare in 2011.
 
RESPONSE
I spoke with Mr. ******* on June 11, 2014 and extended my sincere apologies regarding the billing error on our behalf.
 
I informed Mr. ******* that I have approved his account to be suspended from collections immediately as this was an error on our part. 
 
I provided Mr. ******* with my direct telephone number should he have any further issues or concerns. 
 
 
Sincerely,
****** ** *****
Branch Manager
Apria Healthcare New Berlin, WI
  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Apria for many years as I used to rent CPAP machines from them. In January of this year I reached out to Apria and told them that I was moving and my new employers insurance does not kick in for 90 days and that my temp insurance would not cover the equipment rent. I was then told that since I had been renting the equipment for a while, Apria would sell it to me for $0.00 but will not cover any maintenance. I accepted the offer then and I thought it was all over. Then came along April and I get called from Apria that I owe them money. I explained it to them and call center person also said she sees the notes and this was a mistake and would be taken care of. But again a week later I get another voice message stating I owe them. Once again I called an after waiting 40-60 minutes was once again advised that it was an error and would be addressed. This has been going on for weeks now that I keep getting a call and am being put on hold for an our hour and given some song and dance. Today was much worse, the call center person who went by ****** was rude and refused to help. And when I asked to speak to her supervisor she put me ona old which lasted 1hr 20 minutes and then was disconnnected. I called back and after 20 mins hold time the call center person took my info put me on hold and disconnected the call .... this time 10 minutes later.My concern is two folds ... Apria's moey demand has now doubled somehow and they wannt more and they are just not willing to talk to resolve the issue. I would like that this issue be resolved ASAP as my time is also has a cost and I cant spend hours chasing after Apria.

Desired Settlement: I wannt a letter from Apria stating I dont owe any money along with an apology for wasting my time. Also I dont wish to be called by Apria ever and would never want to business with them again.

Business Response: ITEM # 1:  
Mr. ****** is requesting a letter from Apria stating he has a $0.00 balance along with an apology for wasting his time. He also does not wish to be contacted by Apria for any reason.


RESPONSE
We have reviewed Mr. ******’s account and found that his CPAP unit should have been converted to sale in January 2014. However this was not completed until May 2014. We have confirmed that the CPAP unit has been converted to sale and all open invoices have been adjusted, leaving Mr. ****** a $0.00 balance.


Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This healthcare company, Apria is charging my husbands credit card for services that were authorized by my insurance company. They made us put up over $300.00 for a deposit & then is charging his credit card for over $300.00 for payments. I called them 6 times yesterday to straighten this out & I was hung up on & then was put on hold so she could "read the notes on my account" & after 30 minutes their phone system cut me off as the girl never came back online. The other times I was disconnected by their phone system for holding so long to speak to someone in billing. They claim they cannot find my husbands deposit or the authorization number for their services. They owe us over $600.00. What kind of company treats it's customers like this? How many more times do I have to call them? I emailed this company, Apria & requested a call back from a manager. Well guess what no one has bothered to call me back. I strongly urge anyone looking at this company for services to think twice because of their double billing and the way they treat their customers by hanging up on them & ignoring them. Meaning billing my husbands credit card, the $360.00 for the deposit then charging his CC for $349.00 more dollars for the equipment when I have written by Kaiser Permanente I owe nothing, $0.00 copay for 90 days. The oxygen equipment was returned in January before the 90 days. I'm sure Medicare (I am on Medicare as well) would be very interested in looking into their (Apria) billing practices.

Desired Settlement: Double billing & their treatment of it's customers. Also a refund.

Business Response: ITEM # 1:  
Ms. **** states that she has had multiple billing issues that she cannot get assistance with. She states that the phone service has been terrible, long hold times and getting hung up on. She is requesting to be refunded for the amounts she has paid.

RESPONSE
We have reviewed Ms. ****’s account and found that the refund process was started on her account in the amount of $349.95 on May 13, 2014.

We have our insurance team reviewing the account to see what is going on with the claims and can we get paid for them.

We will follow up with Ms. ****’s by phone to give her more detail once we have them regarding her insurance.

We apologize for the inconvenience with our hold time and being hung up on. We are in the process of making changes to correct these issues and making improvements on our customer service.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In January I received a bill from Apria stating I owe $93.83 with no explanation. I called Apria and was told it was for medical equipment rental for January which was not billed to my insurance, Blue Cross Blue Shield of Illinois. I have 100% coverage for the equipment which has been paid to Apria for several months prior. I was told this occured because my physician had not sent an authorization. I called the physician who stated that they had sent the authorization to Apria two (2) times and would again. I received another bill from Apria and I checked with my insurance and the charge had never been submitted. Another bill and Apria was told that the authorization was submitted and they should bill the insurance. Last month I was advised by Apria that the charge would be sent back to their insurance department for submission to the insurance. Since January the billing by Apria has been paid by the insurance for February, March, April and May. I do not have a deductible. On Friday, I again have received a bill and call from Apria. When I tried to call again I was on hold for over 15 minutes. I feel that bilnd bills and failure of Apria to bill to the insurance company is their problem and I should not be demanded to pay for their negligence.

Desired Settlement: I feel that Aoria should do their job and send the charges to Blue Cross of Illinois. If they have failed to timely bill that is their problem. They should collect from the insurance company or cancel the charge. I know how insurance billing works as I was a doctor and I feel they are trying to defraud me.

Business Response: ITEM # 1:  
Mr. ********* states his insurance will cover his equipment at 100% and he should not be getting billed for the January 2014 date of service.

RESPONSE
We made contact with Mr. ********* after researching his account and explained that the balance of $93.83 for January 2014 date of service has been referred to the insurance. We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This has been a problem since 2012 it started out with Apria not billing correctly lacking information for the insurance company, we know this because we contacted the insurance company's and found out that if Apria would resubmit the claim with all required information the insurance company would pay the claim. Our contact between Apria and the insurance company's was followed up with no less than 7 times since then. Last contact we had regarding this matter was in December 2013. and was told it was taken care of by both the insurance company and Apria. But to no avail we got a call from the collection agency yesterday 04/02/2014 that this matter is still pending. My husband is 78 years old and has COPD and needs the oxygen rentals. I do not know how seniors can deal with this type of confusion on their own. Due to the lack of apria's billing procedures this is now on his credit report for something that isn't our fault. I would hope that you can help resolve this matter.

Desired Settlement: DesiredSettlementID: Other (requires explanation) For Apria to get this settled and get us out of collections.

Business Response: ITEM # 1:  
Concerns regarding billing on patient’s account and charges in collections for dates of service 10/17/2012 invoice *********** invoice ***********, and 1/19/2013 invoice ***********. Charges in collections total the amount due of $236.54.

RESPONSE
After careful review of the account, it was identified that the erroneous billing to Humana and not to HMSA in 2012 was due to Apria not being made aware of the HMSA coverage until after claims were submitted in February 2013, the insurance information was updated and an authorization was obtained from HMSA valid from 7/17/2012-2/16/2013. The claims listed above were denied by HMSA for a recertification Certificate of Medical Necessity, recent chart notes from the patient’s physician and also clarification as to if this was a new initial rental period. Apria Healthcare supplied what was requested however these claims were not paid by HMSA and therefore were billed to the patient for reimbursement. Because HMSA paid on the other claims before and after these invoices, we have reached out to HMSA to reconsider processing and paying on these claims in question. Reconsideration can take anywhere from 60 – 90 days with HMSA. Should HMSA refuse payment on the claims in question, charges will remain patient liability.

Insurance information was updated to reflect the following information and I show currently, the account is accurately billing. 7/1/2012 – 12/31/2012 patient had HMSA PPO primary and Humana Secondary. 1/1/2013 – 12/31/2013 patient had HMSA PPO primary and HMSA Akamai secondary. 1/1/2014 – current patient is covered by HMSA PPO primary and traditional Medicare part B secondary.

Should you have any questions, please do not hesitate to contact me.

Sincerely,
******** *******
Billing Center Operations Supervisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company handled billing for a medical equipment device in a misleading and deceptive manner. We picked up an item and were told it had been pre-verified with our insurance and would be 100 percent covered. It turns out that no one from Apria EVER called to verify with the insurance carrier and what they told us was totally false. The insurance company keeps records of calls and has no record of any pre-verification attempt ever being made for this item. Months later we started getting bills for over $100 per month for rental fees for the device we were told would cost us zero out of pocket. I finally negotiated a price to take care of the amount owed after several weeks of poor customer service at the billing center located in another state. Now, several months after the agreed settlement, I am getting collections calls saying that I still owe Apria money, which I do not. I would never recommend that anyone ever go through this company for any medical equipment needs. Product_Or_Service: CPAP device

Desired Settlement: DesiredSettlementID: Refund I would like Apria to reimburse me for the amount inappropriately sent to collections, and to apologize for all of the mistakes that were made in my case.

Business Response:

Apria will require the patient name and address in order to research this complaint. I sent an e-mail to ******* ******** @ ****************** on June 4, 2014 and have not received a response.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently rented a wound vac from Apria Healthcare, the representative who delivered the wound vac to me at the hospital explained to me that my monthly rental fee would be $16.83, we signed a paper agreement and in that agreement it states it is a MONTHNLY payment. However, over the course of 10 days, Apria has charged my bank account 5 times in the amount of $16.83 and another amount for $67.32. When I contacted Apria in regards to this, they were rude and one of the representatives even hung up on me. When I tried for a 3rd time and I finally spoke to a different representative that person informed me that the charges of $16.83 were for a DAILY rental fee and the charge of $67.32 was for a 5 day total charge fee!! When I tried to explain that the delivery representative and the rental agreement paper said different, the representative said to dismiss what was said because that is not their policy! I let the representative know that is irresponsible, and that changes should be made in order for them to not falsely mislead their clients.

Desired Settlement: I would like for Apria to provided better training for their employees. All employees should be better informed, and they should all know the rules and guidelines when it comes to fees. It would also be a good idea for Apria to draft up a new paper agreement.I am not seeking monetary compensation, as my bank is working on reversing those charges.

Business Response: ITEM # 1:  
Mr. *************** states that Apria misinformed him regarding the cost of the pump upfront. He would like for Apria to provide better training for employees regarding rules and guidelines when it comes to fees.


RESPONSE
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. We have reviewed the Sales Service & Rental Agreement signed by Mr. ***************** and it only shows the pump as a rental with the fee of $16.83, it does not show if this fee will be monthly, weekly or daily. We will review this with our team to provide better billing information in the future and training for our drivers regarding billing charges for equipment. We once again apologize for any inconvenience this may have caused.
Sincerely,


****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been paying on a bill through this company for 2 months, making monthly payments and they are now threatening me that they are going to send it to collections. I was told that I had 10 months to pay on this from the date of service. Account_Number: **********

Desired Settlement: DesiredSettlementID: Not applicable I want them to let me pay this off without being threatened.

Business Response: ITEM # 1:  
Mr. ***** wants to pay off his balance without being threatened.


RESPONSE
As of today Mr. ***** has a $0.00 balance, his account was paid off in full as of March 27, 201.


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

That is true, my account is paid off but the only reason it is paid off, is because Apria health care illegally took the remaining balance from my bank account.   I called Apria on March 13, 2014 to set up monthly payments in the amount of $50.00 and the first payment came out on March 16,2014 then 2 weeks later on the 26th the remaining balance plus an extra $50.00 came out, ( which I got back through my financial institution), just the 50.00).  This is a horrible business with no human decency.   When my bank did a three way call with this business the lady on the other end told my bank that Apria was still automatically taking money out because I didn't cancel the automatic payments.  Maybe I got a little a head of myself,  I forgot to mention even after they took out the remaining balance plus an extra 50.00 they kept taking money out of my account as of April 16, 2014, even though as per Apria my account has been paid off since march 27th with the full balance of 467.88$.

 Regards,

**** *****



Business Response: ITEM # 1:  
Mr. ***** states that Apria kept taking money from his banking account when his balance has been paid in full.

RESPONSE
We have reviewed Mr. *****’s account and found that the recurring payments that had been set up for $50.00 had not been canceled when his balance was paid in full. We apologize for any inconvenience this may have caused. We have canceled the recurring payment and are in process of having Mr. ***** refunded for the overpayment.


Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes, thank you for your apology but the company still owes me $50.

Regards,

**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Aug 30, 2013, my doctor and I agreed to stop using the CPAP machine. My doctor told me I would receive a call from Apria when they would pick up the equipment. On Tuesday, 3 Sep I got a call from Apria that they do not pick up equipment. I got in my car and returned the CPAP machine. Apria billed me and my insurance company, Blue Shield for the entire month of September. After repeated attempts, with no resolution, Apria will not refund my insurance company and are still billing me for the entire month of September. They state they don`t prorate and want me to pay for equipment I did not have. They state that I did have the equipment on 1 Sep which is true but I did not have it on 3 Sep when I returned it. That was also Labor Day weekend and their office was closed on Monday, 2 Sep. When I first brought this to their attention, I was threatened with being taken to collection to which I replied they were free to do that. Apria was also sent correspondence from Blue Shield telling them to stop sending me bills which they have ignored and continue to bill me. When I call Apria all they do is repeat over and over you had the equipment on 1 Sep, we do not prorate. Last Thursday, 29 May, I called Apria again and asked to be transferred to a supervisor or someone in authority that has the power to settle this matter. I was transferred, left a message on an answering machine and to date have received no call back.

Desired Settlement: Bottom line to all of this is I am willing to pay my copay for the 3 days I had the equipment because I could not return it till 3 Sep and my insurance should receive a refund of monies already paid and only be billed for the 3 days I had the equipment.

Business Response: ITEM # 1:  
Ms. ***** is requesting that Apria pro-rate the rental equipment that was returned 3 days after the bill date because of the holiday weekend.



RESPONSE
We spoke to Ms. ***** on June 5, 2014, in regards to this issue and came to an agreeable resolution. We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response:

Per your message I am contacting you to let you know that Apria Healthcare has satisfied my complaint with them and I am now waiting to see if Apria is going to send a refund to my health insurance company for their overpayment because Apria not only charged me for equipment I did not have but they also sent the claim to my insurance which they paid in full on the claim.  Apria owes Blue Shield/Blue Cross of California a refund.
 
Thank you for your assistance.
 
 
***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria overcharged on the monthly fee for oxygen. On 4/23/13 I received a check from Apria for $807.63. Since then numerous false charges appeared again on the monthly statements from Apria. As of statement date 11/19/13 Apria owes me $151.49. In the telephone conversation with Apria I agreed to Apria's calculation of $151.77. As of this date, 1/22/14, I have not received a check for $151.77 from Apria.I became aware of new false charges. On 1/14/14 I was informed by Kaiser Permanente that I am responsible only for $30.22 for a hospital bed and fracture frame. Apria charged me $172.27. Apria owes me $172.27 minus $30.22 = $142.05. This amount added to $151.77 = $293.82.

Desired Settlement: I request Apria to pay to me $293.82 by check.

Business Response: Copied to BBB file 1-7-14

RESPONSE

Per Apria’s investigation of the account we did not pick up the upgrade fee charge in our system when the original complaint was delivered because of this it caused Apria to charge the member for seven upgrade fee charges to our patient. We have processed payment reversals to the upgrade invoices that were supposed to be fixed previously last year and applied the patients cash to the current due charges for co-pays that are not for the upgrade fee. We have contacted the patient and explained to him of our findings that we have identified a total of $151.77 in posted revenue to invalid invoices, we explained to him what our processes were and he was satisfied with our results. Upgrade charge fee was picked up and removed from their responsibility going forward.


Sincerely,
****** ********
Collection Supervisor


ITEM # 1:
Mr. *****’s states that he was overcharged for the monthly fee of oxygen. Mr. *****’s states that he has not received his refund check of $151.77 that he was told he would receive in a telephone conversation.

RESPONSE
We have reviewed our records and see where Mr. *****’s spoke with an Apria representative on December 17, 2013. The Apria representative explained to Mr. *****’s that the billing had been corrected so the upgrade fee would not be charged going forward. Mr. *****’s was also informed that the credit of $151.77 would be applied to current co-pay charges month-thru-month. Mr. *****’s expressed his satisfaction with the finding and outcome.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response: Apria overcharged on the monthly fee for oxygen. I submitted a complaint to the BBB. On 4/23/13 I received a check from Apria for $807.63.Since then numerous false charges appeared again on the monthly statements from Apria. I submitted a complaint to the BBB again. On 3/18/14 I received from Apria a check for $119.20, and on 3/19/14 a check for $30.94.On statement date 3/19/14, previous balance $64.29 + monthly charge for bed $33.66 - credit $3.46 = $94.49 which I paid on 4/10/14with check # 1819. 17 false charges appeared totaling $146.97.

Remove all false charges. I do not owe Apria any money.


Business Response: ITEM # 1:  
Mr. *****’s states that Apria has overcharged him and he wants all false charges removed.

RESPONSE
We have had our insurance billing team review Mr. *****’s account and his balance as of today for $139.64 is his patient responsibility. The amount due is his 20% co-pay for the equipment he has in his home.

We believe that we have taken all appropriate steps to resolve this problem to Mr. *****’s satisfaction.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Problems with Product/Service
6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria has been uncooperative in responding to my inquiries regarding my deceased husband's 401K savings plan trust. According to the Social Security department I was informed that my deceased husband could possibly have this 401K savings plan trust. In the past 2 months I have contacted Apria and affiliated companies 18 times with no success or explanation.

Desired Settlement: I would like Apria to supply me with the following information regarding my deceased husband's 401K savings plan trust: 1. Does it still exist and if so, what information do they need for me to roll it over into my own 401K? 2. If it no longer exists, was it rolled over into some other account? And if so, what date did that happen and what was it rolled over into?

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

6/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have paid a check for infusion services for my father, who passed away on 1/12/14. Despite the check clearing, we continue to receive invoices from ***** and would like them to stop

Desired Settlement: We would like an acknowledgement that we have paid our bill from ***** and would like the invoices to stop

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

6/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Every month I contact Apria the Brooklyn Branch for my 3 year old. He needs oxygen supplies and feeding products and other equipment. Every month there is an issue with his shipment. Often times there are multiple items missing from the order. There are times when the order is placed, however the representative has forgot to process it. I have contacted the customer service complaint but nothing is ever done. The representatives are rude, respond with angry and don't follow- up. The branch manager is suppose to assist with orders. He has failed to help out many times. I am currently waiting for my son to receive a jet neb bottle that he needs to prevent him from going into respiratory distress. I was told they can't find any previous orders. So we have to wait. I have been having the same issue back and forth. I have been currently waiting since 3/25 for something that should have been delivered. There was no follow up as promised regarding the equipment. The last Jet neb bottle is broken. The one provided doesn't work properly.

Desired Settlement: I would like the company to send the properly jet neb bottle so that I don't have to take my son to the emergency room. I would like for the company to send out a respiratory therapist to assure the equipment is being used properly. I would like Apria to keep adequate records of what items are shipped so I dont have this issue with them every month.

Business Response: Item # 1:  Shaquana Humphrey, who is the mother of the patient ****** ********, is complaining about the issue that she’s had with receiving the Trach compressor bottles for her son.
 
RESPONSE
I received an email in regards to the issue that she’s having with her son’s compressor bottles. She stated that the bottles that were provided did not provide enough mist to keep her son’s throat from drying out. On 4/25/14, a Respiratory Therapist and the Respiratory Supervisor was sent to the patient’s home to evaluate the situation. The issue was identified and the specific compressor bottle that would resolve the issue was found. A bottle was going to be sent to her via a courier and a supply was ordered directly from the manufacturer, but then Mrs. Humphrey advised me to cancel the order, as well as the courier delivery since she found a place to get them directly.
 
Sincerely,
 
****** ******
Branch Manager  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: During the past 4 months I have been dealing with different issues regarding the customer service of Apria Healthcare. Customer Service representatives have been extremely efficient to show how bad their customer service is and how poorly manage the company really is. What it is most amazing is that I still need to deal with them since they have been unable to provide me with an accessory device that I require and that was ordered by my physician to the date. I contacted my insurance and it seems that Apria played their cards well; delaying my process enough time for them to received directly my deductible. At this time was already last week of December 2013I have called Apria at least 6 times requesting the accessory the past 2 months and they have been unable to provide it to me. I have talked to 2 supervisors that have "promised" me that I was going to receive that accessory tomorrow or next Friday (2 and 3 weeks ago). I have been lied to my face and I have been told so many things that I truly don't believe anything they say anymore. I work in healthcare and I have never experience such a bad customer service and how irresponsible the company is with their clients. Apria is playing with my health and my life.Apria for me is a reflection of Poor customer service Lack of accountability Setting wrong expectation Giving misleading information

Desired Settlement: I need to receive the accessory that i have been requesting for the past 2 months.ASAP

Business Response: ITEM # 1:  
Nebulizer Supplies


RESPONSE
During an in depth review of the customer’s account, we were not able to determine whom the customer was speaking with nor could we locate any previous calls associated with the phone numbers we have on file. Unfortunately we were not able to see any documented notes on the account to determine if any phone orders had been placed by the patient/family.

I left a voicemail with the patient’s family to determine if any nebulizer supplies are needed at this time. If any additional supplies are needed we would be happy to ship them to their home. 

Sincerely,
******* * ******
Central Intake Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have done business with Apria for years.My insurance paid most of the bills and I covered the co-pays and deductable payments, all went well.A couple of years ago, after receiving "ZERO BALANCE" bills for about 6 months, I was contacted by a "collection agency for Apria" demading payment for delinquent balances.I asked for written details on the payments due.I finally got those adn went to see "*********" the manager of the Knoxville office more than a year ago.********* said that the charges were incorrect and should be reversed and that she would take care of it.It turns out now that "*********" is no longer with Apria, and I cannot get anyone at the Knoxville office to discuss this with me, and the harassing phone calls continue.

Desired Settlement: I would like Apria to clear out the balances and stop the harassing phone calls and potential damage to my credit rating.This is not a valid balance and several zero balance statements prove that - Stepanie promised this would be taken care of but it obviously never was.Also, as an aside, if you are going to put people on the phone to call and try to carry on a conversation with people regarding balances and statements it would be very helpful if they could speak and comprehend English.

Business Response: ITEM # 1:  
Mr. ******** is requesting that the balance be removed from collections in the amount of $307.20.

RESPONSE
Mr. ********’s account was reviewed and it was confirmed that we have requested that his balance be removed from collections. Once the electronic transaction is completed Mr. ******** will have a zero balance. We apologize for any inconvenience this may have caused.

Sincerely,
********* ****
Billing Center Quality Specialist
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

**** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August of 2012 I contacted Apria about getting a VPap machine which is to help with my Sleep Apnea which is a sleep disorder. My machine wasn't working properly and I need a replacement. I was told I would need a prescription for the machine to be released to me and the insurance would pay for it. I contacted my health insurance which is Anthem Blue Cross/Blue Shield to see if this was all that would be required and was told yes. I contacted the Cleveland Clinic to get the prescription but my doctor would not be able to see me for awhile so they had another doctor send over the prescription.I had Jill contact me from Apria and she the machine was approved and it was on a rent to own that I would only owe my insurance deductible of $300 which was to be paid with a down payment of 68 dollars and 23 dollars until it was paid in six months. I picked the machine up on 9/7/12. I received a bill October 2012 for the full deductible and I call and was told that the machine was reverted to a full sell instead of the rental to own basis and I would be responsible for the $200 something dollars remaining in full.Then I received a bill from Apria in April of 2013 for over 1200 dollars and I was told the insurance didn't pay for it and that they need some letter of "Medical Necessity" which I didn't understand because it was a condition I already had and it was a replacement machine and this letter had never been mentioned to me.So I send a letter to my insurance company to appeal their decision and I never received a answer. And just recently the bill went into collections. So I call Anthem and talk to Frank and he seemed to want to help but I kept asking what was paid for on 9/7/12 I never got a straight answer to later. Frank did call Apria and they said it was for the machine and I was charged the over 1200 on 10/7/12 but I received everything on 9/7/12 and was charge what I later found out was for tubing and headgear which was another 1200 dollars which is a total of 2400 dollars. Product_Or_Service: Philips Respironics System One

Desired Settlement: DesiredSettlementID: Refund I think I shouldn't have to pay because for one thing they overcharging which they done before on a full mask I received two years earlier which they charge $1400. And they charge 1200 dollars for tubing and headgear on 9/7/12 then charged on 10/7/12 another 1200 dollars for a machine that cost online about 700 dollars and tubing and headgear is more than the machine. Last mask I got I went on eBay and paid cash because they overcharge and the insurance allows this

Business Response: ITEM # 1:
Mr. ***** states that he was told the BIPAP would be a rental: however it was converted to sale, leaving him a large open balance. He feels that Apria has overcharged and is requesting a refund.

RESPONSE
We have reviewed Mr. ***** account and found that Anthem had a contract change in October 2012 regarding how they purchase BIPAP units. We were not aware of the upcoming contract change when we set Mr. ***** up with his BIPAP unit.

Mr. ***** physician denied signing the needed documentation to submit the claim to the insurance for purchase of the BIPAP unit. We explained to Mr. ***** that the physician would not sign the needed documentation until he went in for an office visit. Mr. ***** informed Apria that he was not going to pay and the balance could be referred to collections.

Mr. ***** did sign the Sales Service and Rental Agreement which states that any amount not covered by his insurance will be his responsibility. 

Per Apria’s policy once an unpaid invoice becomes 270 days old it is referred to collections. Mr.

***** open balance as of today with West Asset Management (888.843.0014) is $1246.29 for the purchase of the BIPAP unit. Mr. ***** may speak to his insurance about filing an appeal if he goes to his physician and gets the needed documentation.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, if the insurance contract change in October 2012, why didn't that reflected in November 2012 bill.  I found out in April 2013 at least 6 months after I had the machine.  Six months later I doubt if my doctor would just sign a letter of that type.  Most likely he will make me do a new sleep study then I will be paying 1200 dollars medical deductible for that and I ask why should I do that?   I will attach bill to prove this.

 
I have the sales, service and rental agreement, I will attached that, show me where it show the amount they are asking, and I will attached the E O B from my insurance company to show how much was paid.  I talk to someone at West Asset Management and explained the situation and he would not set up payment with me.  He wanted me to talk to my insurance company to get it resolved.  I haven't hear from them since November 2013.  I talk to Frank at Athem Blue Cross & Blue Shield and he said that Apria never submitted any claims after September 2012 so it's nothing I can appeal because they never denied a claim after that. 
 
And as far as this bill being in collections, I received a letter dated 10/31/13 from West Asset Management but since that dated Apria continues to accept money directly from me, so how can I still owe the $1246.29 balance that was stated on the letter but Apria still have accepted other payments after that date.  So as for accurate billing, I don't know what I paid for, how much it cost, I need detail billing because I don't remember signing anything that said also $2000 because with what I have paid and what they are asking it will equal about that amount or maybe evening more because they received money from my insurance company also.

Regards,

******* *****

Business Response: ITEM # 1:  
Mr. ***** does not agree with Apria’s response regarding his complaint.


RESPONSE
Apria billed Mr. ****’s according to the terms of our agreement with him, by which he guaranteed to be ultimately responsible for Apria’s charges:

Patient Financial Responsibility.  To the extent allowed or required by law and unless otherwise agreed to in writing by the company, the patient and/or the patient’s parents, guardian(s), personal representative(s), heir(s), spouse and/or any other person who is legally responsible for the patient (“Responsible Party”), are primarily responsible for assuring that the Company is paid for equipment. The “Billed” amount indicated on the front of this form is the estimated rental rate for any Equipment identified as a rental item (“Rental Equipment”) and the estimated sale price for any Equipment identified as a sale item (“Sale Equipment”), based upon anticipated eligibility for Third Party Payor program(s). The Company reserves the right to make appropriate corrections to any errors on the front of this form. Billed amounts are subject to change, depending on the patient’s eligibility for Third Party Payor Programs, changes or discontinuation in coverage, and price modifications. The Company reserves the right to adjust Billed amounts to reflect actual Third Party Payor covered amounts or the Company’s retail rates (the “Invoice amount reflected on the front of this form), where applicable. In the event the Billed amounts are marked “TBD”, are left blank or are incorrect, the Company will issue a separate billing statement reflecting appropriate adjustments after verifying coverage and pricing. Although partial payments may be made by Third Party Payors, the Responsible Party remains obligated for co-payments, deductibles and any other amounts not paid or covered by Third Party Payors to the maximum allowed by lay (“Patient Responsibility Amount”).  

We tried to get the physician to sign the needed documentation since October 2012, when the BIPAP unit was converted to a purchase. We were never able to get the physician to sing the needed documentation because the physician stated that he needed Mr. ***** to be seen first. Apria explained this to Mr. ***** and he informed us that he was not going to pay.

Apria referred the balance to Mr. ***** for the purchase of the BIPAP unit on April 12, 2013, after not being able to get the needed documentation from the physician. Apria sent Mr. ****’s a statement ton April 15, 2013, showing the amount due for the purchase of the BIPAP unit.

The payments that Mr. ***** has been sending to Apria total of $50.00 are in the process of being applied to the bad debt balance of $1246.29. When payments are made to Apria, once the balance has been referred to collections it takes longer to have the payments processed.

We believe that we have taken all appropriate steps to resolve Mr. ***** complaint to his satisfaction. 

Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

After the initial down payment, I was suppose to make payment as a rental that was agreed to on 9/7/12 of I believe 23.00 dollars a month until my deductible was paid which was $300.  In October I was told that it with to a outright purchase and I would have to pay the remaining deductible which was around 230.00 dollars, this is the time I should have been told the doctor wouldn't sign that form that at I never heard period because I had a appointment with the doctor but I cancelled it because a prescription was provided to me earlier and I was given the machine.  It could have taken care of right then, but I found out in April.  A letter I had never heard about period.

 
So you telling me they could have call me no time in six months to say we are having trouble with your insurance paying for this machine because we need you to get a letter from your doctor.   Is that really good business.  Like I said I'm requesting a detail copy of a bill, a accurate bill to see what I'm paying for.  Because I have priced all that equipment on the internet and I feel I'm being grossly over charged.  It's not like they came to my house to set up the machine which I'm told is protocol with these machine.  I had to make a appointment and drive to there to pickup the machine.  There was a little setup demonstration which I could have skip, it's not like I don't know how the machine.
 
But it's okay, I can't make anyone do right, I provided what was request at the time of purchase or rental pickup whatever you want to call it.  Then to know for 6 months that there was a problem and say nothing is very unprofessional.  'And to suggest that I make a appointment a year an half later is crazy.  Doctor I need you to  write this letter for this machine I received 6 months ago.  Really?
 

Regards,

******* *****



BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

6/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: With my pulmonary hypertension I need oxygen to sleep at night. I have been receiving my services from Apria Health Care since I started oxygen nearly two years ago. April of 2013 I lost my job due to lack of work, therefore I lost my insurance. Prior to losing my insurance I had set up a payment plan of $35. When I lost my job I was only able to pay $10 a month since I was paying over $200 a month on other hospital debt. I applied for Maine Care and was declined because unemployment paid too much. So I called Apria to discuss my other options. They told me I could apply for their free care that would back date my past bills with them. On June 19 I did just that. The beginning of July 2013 I was sent a letter saying I was 100% waived, I had to send the letter back signed saying I understand. Shortly after I received a bill from them with an additional $186.78 tacked on. I questioned it and called Apria. I spoke with ****** around July 15. He told me not to disregard the bill because it hadn't gone through yet. In September I received another bill. On September 23 I called and spoke with ******, who looked into it and also told me to disregard my bill. Later that day ****** called back and said he'd messed up and checked the box that said I had Medicare. He said therefore they have to send out a new form for me to fill out and would make another decision. I never received that form ****** sent out. I've been receiving bills since then. On March 10, 2014 I called Apria again and spoke to Lindsay, she told me because I didn't call to tell them I never received the form I had to pay the full $1946.15 or it was getting sent to collections. I asked her to speak to her supervisor. I then got transferred to Mary, who told me the same thing. I let her know I didn't mind paying from November on (which is when I received insurance again) but I refused to pay the bill before that since I was told by two associates that I was covered. She refused to work with me, so I told her to come pick up her machine.

Desired Settlement: As a result of Mary scheduling to pick up her machine, I have to go purchase a new machine out of pocket. Which is going to run me nearly as much as the bill I have now. I would like them to take the money off from November 2013 and before and then charge my insurance from November until now. I should not be responsible for the prior because I was told twice not to worry about it. Also, if there is a way you can help me find a cheaper oxygen concentrator that would be fantastic!

Business Response: ITEM # 1:  
Ms. ***** states that she has requested for the equipment to be picked up because of the billing issues. She is requesting to have the balance adjusted before November 2013 and billed to her insurance after November 2013.

RESPONSE
We have reviewed Ms. *****’s account and found that on May 30, 2013, she informed us that she no longer had insurance and requested a financial services application. The Financial services application was mailed to Ms. *****.

Apria processed the application in error with insurance on July 1, 2013. Apria notified Ms. ***** on September 23, 2013 of the error and explained she would need to fill out another application since she was now working.

Apria explained to Ms. ***** that due to our error we would go back to the June 2013 date of service if she returned the application that we were sending in a timely fashion.
Ms. ***** is responsible for the balance as she should have called prior to March 2014. We made her aware of our error and explained to her that we needed the updated application to reprocess in a timely manner in order to cover the June dates of service. Ms ***** did not return the application to be processed or call about not receiving the new application until March 2014.

Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 the one that initially called Apria in September of 2013. I was told again a second time that I was 100% covered by a different person. They then called me back saying they had processed everything wrong and needed to redo my claim, by then they had added over another $500 to my already almost $500 bill. They told me they would send another claim form, but I never recieved it. I should have called, but life got ahead of me. I forgot they were supposed to send me another form until I was filing paperwork in March 2014. So I called them, and they were completely unwilling to work with me. So I requested they come pick up their machine. Since then I had to purchase one at full cost out of my pocket.  

Regards,

********* *****

Business Response: ITEM # 1:  
Ms. ***** states that when she called she was told she was 100% covered twice by Apria’s representative. Then other Apria representative called back and stated an error had been made and they were mailing her a new application. She states that she never received the application and forgot about it until March 2014. She then called and tried to work something out but Apria was unwilling to work with her. She requested that the equipment be picked up.

RESPONSE
We are in process of researching Ms. *****’s complaint in full regarding an Attorney General Complaint she filed. Once we are through with our research Ms. ***** will receive a complete detailed resolution letter from Apria.


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

********* *****

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

6/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This issue with Apria started back in Oct '13. I have not been able to get resolution thru numerous calls and emails.At Apria they wanted my credit card number. I asked why as I've never had to do that before. They said since that I was getting a loaner VPAP unit they wanted it in case I don't return the unit. I agreed only after I went into detail how I was not authorizing any auto billing feature; at my age the last thing I want is for something to happen to me and my wife has to put up with a lot of unexpected charges.I was told to not worry and at NO TIME was I ever lead to believe or told my credit card will be billed for anything. My credit card was billed $125.25 days before even receiving the loan unit.On 10.25.13 I started my calls and emails to Apria to find out why I have not received a statement yet, and more. One call, to billing, lead nowhere as the response I got was, "Well, you gave us your credit card number." I never received the statement she promised.On another call the person restated that getting my credit card was to protect them if I walked off with the loaner. She said to contact the regional manager, who I called and I came away with the impression that is just the way they do business. She also promised a detailed statement.After about one week I took the unit back.I learned Apria billed my insurance for the returned unit. I called Apria and told them I will contact my insurance to let them know that the unit was returned. On a follow-up call to my insurance I learned that Apria acknowledged that I did return the unit and is refunding my insurance.My insurance advised me that my portion of the unit was $76.40. Not only have I not received my refund from Apria yet but they continue to send me bills saying I owe them an additional $13.99.I have had to take time off work on 3 times for all this and many, many hours on the phone and in emails, and after almost five months later, I still can't get Apria to tell me what they billed me for or give me a refund.

Desired Settlement: First I'd like my money back. I would also like to know if this is standard operating procedures for Apria to take so long in resolving issues.I would like to also point out that with space for only 2000 characters above, I had to leave out a lot of details on the hoops I have gone thru so far.

Business Response: ITEM # 1:  
Mr. ****** states that his credit card was charged after he was told it would not be. He states that he returned the BIPAP unit and was informed that he and the insurance would receive a refund. He also would like to know why he is getting a bill in the amount of $13.99.



RESPONSE


We have reviewed Mr. ******’s account and found that the Sales Service & Rental Agreement (SSRA) that he signed on October 17, 2013 showed that he paid $112.25 by credit card for the co-pay rental on the BIPAP and sale of the Humidifier. We apologize if Mr. ****** did not understand what he was signing and agreeing to on the SSRA.
We have record of Mr. ****** returning the BIPAP unit on November 1, 2013. We do not have any record of Mr. ****** being told that he would be refunded. After looking into the matter further we will refund the co-pay amount paid on the returned Humidifier since that was a sale item.

The open balance of $13.99 is the co-pay amount due for the supplies received on October 17, 2013. The co-pay amount paid on the Humidifier to be refunded is $35.84. we have taken the amount due of $13.99 for the supplies from the refund amount, leaving a refund of $21.85.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: This letter is in response to Apria Health Care's April lOth, 2014 response to my
Complaint #*******.

In short, their response is not acceptable.

My original online complaint was restricted to only 2000 characters and thus a lot
of important details had to be left out. With more information, hopefully this
matter can be cleared up.

At no time was I ever advised that I would be billed for anything up front. In fact,
it was quite the opposite. When I took a day off work to keep my first
appointment to get my new equipment I was asked for my credit card number. I
asked why as I've never had to give my credit card number up front for any
medical service or supplies as the claim always goes to my insurance first then I'm
biiied for any copay.

They clearly stated that since I was getting a loaner VPAP/BIPAP unit (they didn't
have my unit ready as expected) they wanted my number as some people don't
return the loaner and they want the ability to charge for the unit in case I don't
return it.

I went into detail on how I don't use any services, medical or otherwise, that have
any kind of automatic or pre-billing. I further explained that at my age the last
thing I want is for something to happen to me and then my wife has to be
burdened with removing auto-charges on the credit card.

I was again reassured to not worry and that having my credit card number was
just their insurance I'd return the loaner unit.

After over an hour of waiting for the medical part of my I inquired about any kind
of return policy. I was clearly advised that I had a 30 days no-charge guarantee.

Before leaving I again clarified that my credit card was only on record in case I
didn't return the loaner and that I had 30 days to bring back the new unit and
there would be no charge: Apria said this was correct.

Apria's BBB response letter used the word "refund." That word was never used
when at any time during my appointments. Just the opposite: I was told not to
worry I would not be charged. That's a big difference.

It turns out that my credit card was charged on my very first visit to Apria which
was the week prior to receiving the VPAPIBIPAP.

To sum up the credit card issue, I would not have done business with Apria if I
would been advised they were going to bill me up front as I already had a supplier
that did business in a conventional manner. I was switching only because Apria is
closer.

On 10.25.13 when I discovered my credit card was billed I called Apria's billing
center in Tennessee. In brief, I expressed how billing me before my insurance was
even billed, and before I even received a statement, was unacceptable. I also
explained the above. Since I didn't know exactly what I was being billed for, I
requested a detailed I itemized statement. I was promised that one would be
sent out within one week. It was never received.

In communication with the local Apria, they wanted me to get my doctor to
authorize items I never received and I or are redundant. Although that may be a
separate issue, it gives credence on why I want a detailed statement of what I am
being billed for.

I have been promised a detailed statement by several different people on
numerous occasions and six months later I have yet to receive one: I believe I
have the right to know what I am being charged for. Generically saying I owe for
equipment and supplies is not sufficient.

So I want to know why April is unwilling or unable to give me this information.

Since my VPAP unit was returned the same week of receiving it, my insurance
cancelled Apria's claim on it. Since there is no claim, I want to know Apria's
justification for keeping my $76.40 capay that I should not have been charged for
in the first place. That is plain just not right.

"Attached" is the copy of my insurance's Explanation of Benefits (EOB) showing
the claim has been cancelled. It states (underlined) and that I am "not
responsible for these charges". Since I don't know if it will be made public, I will
black-out some personal information such as my ID number and the like; Apria
already has this on file .

I don't have any issue with paying for items actually received but I do have issue
with paying for items not received or returned under a no cost guarantee,
especially when I was lead to believe I would not be charged for it.

Sincerely,

******* ******

Business Response: ITEM # 1:  
Mr. ****** states that he was not informed that his credit card would be charged. He wants to know why he cannot get a detailed statement as he has been promised. He also states that his explanation of benefits shows that the claim was voided and he does not owe anything.

RESPONSE
As we explained the Sales Service and Rental Agreement was signed by Mr. ****** on October 17, 2013, showing the co-pay amount of $112.25 to be paid by credit card. We apologize for any misleading information from our local office. We will review our credit card policy with the local office.

We will mail Mr. ****** a detailed history of his account for his records. 
As for the explanation of benefits showing that Mr. ****** does not owe the $76.40. We have reviewed the October 17, 2013 claim and see that the BIPAP had been returned; therefore the claim is in the process of being adjusted. We have started the refund process for Mr. ****** to be refunded $76.40.

We do apologize for any inconvenience this may have caused.
Sincerely,

****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In April 2012, I signed a contract with Apria Healthcare to purchase a BiPAP. At the time, I was told that the product would be mine after making 10 payments. Further, I was told the equipment had a 2-year manufacturer's warranty. At the time I signed my contract there was no mention made of a maintenance agreement. Because I had met my deductible, my health insurance provider made the first 8 or 9 payments and I made the last 1 or 2. I did not receive any billings for the next 6 months. In August 2013, Apria billed my health insurance the equivalent of 1 payment. I called Apria to ascertain what the charge was for. I was told it was for a maintenance agreement and that I would be billed that amount every 6 months. This conversation occurred 16 months after I obtained the item meaning the equipment was still under warranty. I am at a loss to explain why I need an agreement for an item that is under warranty. Apria insists that I owe them $141.77. They have threatened to turn it over to a collection agency, to put it on my credit report, take me to court, and to come to my home and seize an item I have purchased in full. I have documentation of numerous phone calls and attempts to resolve the matter. In January 2014, I called my health insurance provider. They told me that Apria had agreed that they would not bill me for the agreement. Recently, however, I received another explanation of benefits stating that Apria had billed me for another 6-month maintenance period. In my opinion their practices are deceptive, fraudulent, and extremely customer unfriendly. They are more concerned about money than people. I have asked them to stop calling me to market their products to no avail. I have switched providers for my supplies and done all I know to do. Nothing has worked. I am hoping you can resolve this issue.

Desired Settlement: Since I have not paid the amount, I am not requesting a refund. What I want is to have the charge reversed and my account to show a zero balance.

Business Response: ITEM # 1:  
Mr. ****** states that he was told the BIPAP unit would rent for 10 months and then become his. However he is now getting billed every 6 months for a maintenance fee that he does not want


RESPONSE
We have reviewed Mr. ******’s account and found that he received a BIPAP unit on April 26, 2012. Mr. ****** has United Health Care (UHC) as his insurance and their contract with Apria states that the BIPAP unit will rent for 10 months and go into a six month billable maintenance and service plan.
 
The maintenance and service billed on August 26, 2013 and February 26, 2014. UHC applied the $141.77 charged for August and February toward Mr. ******’s yearly deductible. 
UHC called on April 4, 2014 to discuss the billing and the contract was explained to them. The BIPAP can be converted to sale per Mr. ******’s request with the understanding that UHC will only rent/purchase a new BIPAP unit every so many years. Therefore if the BIPAP is converted to sale and stops working Mr. ****** would be responsible to cover the cost of a new BIPAP unit.

Mr. ******’s open balance as of today is $283.54 and he can contact us as to how he would like to handle the maintenance and service convert to sale.
If the Apria representative told Mr. ****** at set up that the BIPAP would be purchase after 10 months and did not explain the maintenance and service we apologize for this miscommunication and any inconvenience this may have caused. 


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I deny the equipment was a rental. When I originally obtained the BiPAP, Apria's representative said it was a purchase. Specifically, I inquired how many payments would have to be made before the equipment was paid for. To which, their representative stated 10 and it was then paid for. I inquired if there were any other financial obligations and the response was, "No!" The first time I heard about this so called maintenance and service requirement was when Apria billed me for the first one in August 2013. I only learned what it was for after I called Apria to inquire what the charge was for. 

 
During my call to Apria , they gave me a twofold explanation. First, they, Apria, were required by their contract with United Health Care to bill me for this--I am still at a loss to explain why I need a warranty on something that was under warranty for two years. That warranty expired yesterday, April 26, 2014, exactly two years after I received the machine. Second, Apria told me that UHC was the only entity that could have the equipment rental, which I deny was a rental, converted to a purchase. I told the Apria rep I would call UHC and have that done. The rep told me that the charges would stop. After that call I believed the problem was resolved. 
 
Shortly after that, I had my annual visit with my pulmonologist. They asked me several questions, one of which brought up the ongoing issues I was having with Apria. The staff told me that they hear these types of complaints all the time regarding Apria. After that visit, I switched providers for my BiPAP supplies and any necessary maintenance. I informed Apria of the change and said I did not want to be called any more and not to send my any more statements  
 
I was wrong. Apria continued to call me regarding supplies and continued to bill me for an extended warranty. 
 
I called UHC on January 13, 2014 and spoke with ***** I explained the problem to her. **** told me it is not their policy to automatically require a maintenance and service agreement on equipment that is under warranty. I asked her if it made sense to require this when the equipment is warranted for two years. She said, "No!" Further, she told me she would call Apria and have the BiPAP converted to purchase. She called me back on January 16. **** said she had spoke with Rosie in Apria customer service and the BiPAP had been converted to purchase, this would stop future charges, and that I would receive no more bills for maintenance and service. Again, I thought the problem was resolved.
 
I was wrong again. Apria billed me for another maintenance and service charge on February 26, 2014. I did not respond to it because I thought UHC would not process the charges. UHC processed the paperwork and sent me a statement on March 13 detailing charges for $141.77. After receiving the explanation of benefits, I called UHC on March 25 to inquire why they had processed Apria's charges. I spoke with ***** She stated the charges should not have been processed, the equipment had been converted to purchase, and that she would call Apria to resolve it.
 
After more research and speaking with Apria, **** called me back on April 11. Apria told her I was the only one who could ask for the equipment to be converted to purchase--two different stories. First, UHC had to do it and then I had to do it. Further, **** told me Apria would continue to bill me for the maintenance and service charges every six months.
 
I have done everything Apria has asked me to do. I paid for the equipment. I use the equipment. I requested UHC to convert it to purchase so the charges would stop, which UHC did. I have filed complaints with UHC regarding Apria's practices. All of my actions have done no good.
 
From my perspective this is a revenue stream for Apria and they will keep billing me for this "service" unless I return the equipment. Further, based on past experience with them I believe they would find a reason to not take it so they can keep billing me. It is all about the money. Significantly, depending on who they talk to they change their story. Apria has threatened me with a collection agency, to take me to court, to come to my home and take the equipment, to put this on my credit report, as well as other things.
 
In addition to the complaint I have filed with BBB, I have also filed complaints with the Missouri Attorney General's office as well as the Federal Trade Commission. Further, I am in the process of writing a formal appeal to UHC regarding the maintenance and service charges Apria says I owe because UHC requires them, which UHC denies.

Regards,

**** ******

Business Response: ITEM # 1:  
Mr. ****** did not agree with Apria’s response letter and stated that his complaint had not been resolved.

RESPONSE
As a courtesy to resolve the issue for Mr. ******, we have adjusted the open balance of $283.54. We have also converted the BIPAP to sale, turning ownership over to Mr. ******. As of today there is a $0.00 balance on the account.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare has debited my account for $198.58 without my authorization. I called and they told me They billed they wrong account and it would be 2 weeks before they can credit my account. I told them that was unacceptable that they took out my money without authorization they should put the money back into my account. I was told there billing department is so unorganized that I would be lucky if they did it in two weeks. I am very upset this company can do this without my consent and I have to wait while there billing department figure's out what they did wrong. The Company still owes me $40.00 from where I paid $162.00 and it was only $120 and I still have not received the $40.00. Someone needs to look into the billing department and provide better leadership.

Desired Settlement: Put the $198 back into my account immediately. Do not ever take money out of my account again.

Business Response: ITEM # 1:
Mr. ****** states that Apria debited his account without his authorization. He is requesting a refund for the full amount of $198.00 and to never have money taken from his credit card again.   


RESPONSE

We have reviewed Mr. ******’s account and found that he signed the Sales Service & Rental Agreements credit card portion giving Apria the authorization to charge his credit card for any unpaid amount not covered by the insurance. We were informed by United Health Care that Mr. ******’s insurance termed on February 28, 2014.

The March 2014 CPAP rental charge to Mr. ******, because we do not have insurance on file to submit the claim to. We have tried to contact Mr. ****** to get any new insurance information from him but have not been able to reach him; we have left voice mails for him to call us.
The credit that Mr. ****** referred to was also applied to his open March 2014 date of service balance. As of today Mr. ****** has a $0.00 open balance and no pending invoices for any additional charges. We have taken the credit card off of Mr. ****** account per his request.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I Paid Apria $160 and the invoice was for only $120 so they owed me $40 then I only had the $300 machine for only 3 weeks and I turned it back in because I knew I had no insurance. They took $198 out of my account without my authoration. United Health care paid Apria for a 3 month rental. I want my money back in my account. Apria called and left messages on my phone but never said what they wanted just call a number. I called the number and got know where with the automatic operator.  

Regards,

****** ******



Business Response:

ITEM # 1:  
Mr. ****** states that he paid $160.00 and only owed $120.00 therefore is due a refund of $40.00. He states that he only had the equipment for three weeks and Apria should not have taken the $198.00 payment from his credit card without his authorization. He is requesting a refund for the payments that he had made. He states that he has received calls from Apria with just a call back number.

RESPONSE
We have reviewed Mr. ******’s account and show the payments he made and they have all been applied to his account. We are not showing a credit on Mr. ******’s account. We had his authorization to charge his credit card with his signature on the Sales, Service and Rental Agreement that he signed at set up.

Mr. ****** did not return the CPAP unit until March 28, 2014, therefore the March invoice had already booked making him responsible for any unpaid charges. We did call and leave a message for Mr. ****** to contact us regarding his account.

As of today there are no payments to refund Mr. ******, his account balance us $0.00.
  
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a new patient at Apria Healthcare. They contract with Blue Shield of CA as my "In-Network" provider of CPAP supplies.I have had a horrible experience with this company since the beginning of the year. My issue for contacting the BBB is that Apria Healthcare double billed me for my CPAP supplies and no matter how many times I contact customer service, they still haven't figured out how to refund one of the charges. This is basically stealing.They charged my credit card on 1/21 and 1/24 for $94.38. It was only supposed to be charged one time.

Desired Settlement: I want the 2nd duplicate charge of $94.38 refunded to my debit/Mastercard.

Business Response: ITEM # 1:  
Mr. ***** states that he was charged twice for his CPAP supplies and is requesting to be refunded the overpayment.



RESPONSE
We have started the process to have Mr. ***** refunded the overpaid amount. We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In addition, I accept the refund of the 2nd over-charge, but the original charge is in error.  I am only responsible for 10% of the negotiated fee between BSCA and Apria, and I was charges 10% of the retail price. They need to research this and refund the difference also.  I shouldn't of been charged so much. 

 
But refunding the 2nd double charge is a step in the right direction.  I know if I close this complaint without them acknowledging and correcting the 1st charge, nothing will be done.  All they need to do is look at the insurance bill and charge me 10% of that and credit the diff back to me in addition to the 2nd double charge.

Regards,

****** *****



Business Response: ITEM # 1:  
Mr. ***** states that he accepts the refund for the second over charge. However he is only responsible for 10% of the negotiate fee between BSCA and Apria and has been over charged.

RESPONSE
We have reviewed Mr. *****’s account and show that refund check ******* in the amount of $94.37 was mailed on April 21, 2014.

We have reviewed the co-pay amount paid by Mr. ***** for the CPAP and Supplies at set up and found that we only charged 10% of the allowable amount. The BSCA allowable amount for the CPAP and Supplies is $1003.12. BSCA has paid or has pending claims in the amount of $908.75, leaving Mr. ***** responsible for $94.37. This is a little less than 10% because BSCA paid a small amount over their 90% on one of the claims. If BSCA pays more on some pending claims the Apria will make the adjustment to correct Mr. *****’s amount due.

However after further review we see that a recoupment was done on May 5, 2014 in the amount of $94.37. If Mr. ***** disputed the second charge of $94.37 with his credit card company they have requested the payment back and we also refunded the amount. So as of today Mr. ***** has and open balance of $94.37.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria did not provide appropriate detail with regard to charges for equipment and failed to precertify all charges with our insurance company. On December 31, 2013 we received equipment from Apria healthcare, with the explanation that the fees for said equipment would be completely covered by our insurance company, based upon the stipulation that the equipment be used for more than 4 hrs/day in the course of the next 30 days. It was stated very clearly by the technician that there would be no 'out of pocket' expenses. I fulfilled the stipulation, only to find fees of over $500 for the equipment during the first part of February 2014. After a call to Apria I was informed that the information I was provided was incorrect, and that I would be responsible for these fees. I called my insurance company and discovered that Apria had not precertified such charges. At the end of February 2014 I received a bill for the additional rental of said equipment of $125. The rental fees would continue for another four months. On February 28, 2014 I returned all possible equipment to Apria

Desired Settlement: Apria failed to properly disclose a detailed breakdown of all fees for their equipment on December 31, 2013. They also misrepresented their contact of my insurance carrier. I am seeking a dismissal of all billed fees for all rental and direct purchase fees for said equipment.

Business Response: ITEM # 1:  
Mr. ****** states that Apria failed to properly disclose a detailed breakdown of all fees for the equipment in December 2013 when he was set up. He is seeking for the dismissal of all billed fees for all rental and direct purchase fees.



RESPONSE
We have discussed the above issues with Mr. ****** in March and explained that when we verify insurance coverage we are not informed if the patients deductible or out of pocket has been met. The Sales Service & Rental Agreement signed by Mr. ****** states that any amount not covered by his insurance will be his responsibility.

Apria provides equipment and supplies for Cigna patients and submits the claims to Care Centrix on behalf of the patient. Care Centrix is Cigna’s third party administrator, therefore they pay Apria for the claim submitted and then they have the claim processed by Cigna on behalf of the patient.
If Cigna does not cover the claim at 100% the patient will receive a statement by Care Centrix for the amount due.

Mr. ****** has returned the rental CPAP unit to Apria, so there have been no more charges since January 31, 2014. The amount due is to Care Centrix for deductible amount applied by Cigna.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. 
 
Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Contrary to what is noted in Apria's response to my complaint, there is no information completed in the 'billed amount' column on the rental agreement.  I would therefore have had no knowledge of the potential financial liability I was placing myself under.  Failure to complete this column is failure to provide me with adequate information to make an informed decision regarding this equipment.  Subsequent billing leads me to believe that, had I kept the equipment under the terms of the agreement, my expenses not covered by insurance would have amounted to approximately $1000.  If the rental agreement had been properly completed on December 31, 2013 with this information, I would have made a more informed decision regarding the equipment.   Apria has violated their own terms of the agreement by not sufficiently providing the user with this information.   My request for all dismissal of charges still stands, with the proviso that I receive a letter notifying me that I am no longer financially liable for any and all equipment as noted in the December 31, 2013 rental agreement.


Regards,

****** ******

Business Response: ITEM # 1:  
Mr. ****** does not agree with Apria’s response letter regarding the balance due to Care Centrix. He states that Apria did not list any amount due on the agreement and did not provide him with information needed to make an informed decision. He is requesting that Apria dismiss all of the open charges and send him a letter he is no longer financially liable.

RESPONSE
As we explained to Mr. ****** Apria provides equipment and supplies for CIGNA patients and submits the claims to Care Centrix on behalf of the patient. Care Centrix is CIGNA’ s third party administrator, therefore they pay Apria for the claim submitted and then they have the claim processed by CIGNA on behalf of the patient. Apria is not entitled to discuss pricing with patient regarding equipment or supplies. If the patient has any billing questions regarding amount due or owed they will need to reach out to Care Centrix and this is what we inform our patients at set up if any questions arise.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:  For about a week now I have been trying to order supplies. I have two complaints so far and I know in the weeks ahead there will be a third. When I first placed the order on or about 3/12/2014 I had no issues. Then on 3/15/2014 a rather rude employee by the name of ****** called me and wanted me to divulge personal HIPPA protected information before she would tell me why she called. Anyone can call my cell phone and say they are from Apria Healthcare and start asking questions under the guise of verifying they are talking to the person they need to speak, for all I know it was an identity thief calling. I called them back on 3/17 to find out they needed more information from my Dr. Before our call ended I asked the person to verify my order. There were more items on order than what I asked for and I asked her to remove them, and I was told she had done so. Since 3/17 I tried calling them back to check on the order and every time I call this company to check on the order for durable medical supplies I am always on hold. It is now 5:20PM PST and I have been on hold for 28 minutes and 32 seconds. I called earlier today (3/19/2014) at 1:45PM PST and was on hold for 23:00 minutes before I had to hang up. I am going to have to hang up now and try again tomorrow because I have to hang up. Once I get my incorrect order I'll file another complaint.

Desired Settlement: Hire polite employees and do not keep customers on hold for such unGodly lengths of time.

Business Response: ITEM # 1:
Patient is requesting replacement CPAP Supplies for his personal use. While ordering the supplies, he experienced long hold times of up to 28 minutes and he states that the Representative that he spoke with was rude.  


RESPONSE
The CPAP supplies that were requested were provided to the patient on 3/20/14. The call has been reviewed and any required training has been conducted with the Representative.
We have added additional Customer Service staffing to ensure the patient phone calls are answered timely. 

Sincerely,

****** *******
Area Customer Service Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In February 2014 we received a bill from Apria Healthcare for $187.18 for a non covered service. This bill was for a date of service 5/17/13. Upon receipt of the bill, we called to find out what was the non covered service and we were told it was for enteral supplies (Bright Beginning Soy Formula) for my son.We have tried multiple times to discuss this with Apria, and don't get anywhere. According to Apria, in January 2014 their enteral department was taken over by Coram and I need to contact Coram about the bill. The bill is from Apria and for a date of service that was before Coram took over supplying us with enteral products.On April 9, 2014 I wrote an email to Apria's Corporate office (contact_us@apria.com)about our bill and not getting any help. Coincidently, April 10, 2014 I got a collections call for this bill. I called Apria's Corporate office at 800-260-8808 and spoke with ********. She told me she sent my information to Coram and that *** ****** was looking into the issue and would be calling me. I sent another email to Apria's Corporate 4/15/14 and again told to contact Coram. Coram did not provide the service in May 2013, it was Apria. My issues 1)My son has three Insurance providers, (Cigna-primary, Anthem BCBS-Secondary, Indiana Medicaid- tertiary) why was it not billed to the secondary or tertiary insurance? My son is 11 years old and I have never had to pay for enteral supplies in the past, it was always paid ie. billed to Medicaid. 2) Why would they send us a product if it was a non covered item? They should be working off a prior authorization. It should be billed to other insurance providers. 3)I had NEVER received a bill prior to February 2014 for the formula. I do not feel that I owe the bill.

Desired Settlement: The bill needs to be resubmitted to secondary and tertiary insurance or written off.

Business Response: Item#1
Ms.******* states that the billing needs to be submitted to secondary and tertiary insurance or
written off.

RESPONSE
We have spoken to Ms. ******* and advised her as to what steps have been taken to
resolve the account. We do apologize for the miscommunication as our goal is to ensure
customer satisfaction as well as accurate billing.  

 

Sent from my iPhone

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In October, 2013, I signed a contract with Apria Healthcare to have $32.20 /month taken out of my checking account via my ATM card. At the beginning of this month(May,2014) apria healthcare took three payments totaling $316.64 without contacting me. I live on a budget and cannot afford this withdrawal. I have tried contacting Apria's billing department three days in a row and never get to speak with anyone. On Monday May 13,2014 , I tried calling their billing department and was left on hold from 1:10pm-1:45pm never getting anywhere. On Tuesday, May 13,2014 I tried calling again and after holding from 7:30am to 8:00, I was disconnected. Today again I tried calling and was left on hold from 1:05 to 1:45pm. I had to drive to my bank today to change my debit card number so this won't happen again.. I want Apria to reimburse me for this withdrawal as I have not received any new parts for my C-Pap machine, which by the way are supposed to be replaced every 6 months. I have never been contacted by Apria since picking up the CPap machine in October. This is the second time they have withdrawn more money from my account then they are suppose to.

Desired Settlement: Reimburse me for two of the three withdrawals. The $185.84 and the $98.36 need to be refunded to me.

Business Response: ITEM # 1:  
Ms. ******* is requesting to be reimbursed for two of the three withdrawals, in the amounts of $185.84 and $98.36.
RESPONSE


We have reviewed Ms. *******’s account and found that she received a CPAP unit and supplies on October 25, 2013. She signed the Sales, Service and Rental Agreement and placed her credit card on file to pay any amounts not covered by insurance including co-pay, deductible or out of pocket.

Apria submitted the claims to Anthem on behalf of Ms. *******. Anthem stated that they did not receive some of the documentation, therefore we had to resubmit. Once Anthem reviewed the claims they applied their 50% toward Ms. *******’s yearly deductible.
Because had placed her credit card on file the credit card was charged for the amounts applied to her yearly deductible.

Apria has removed the credit card from the account as of today. However, we are not able to issue a refund for the amount charged as we had authorization by Ms. ******* on the signed Sales, Service and Rental Agreement.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After my insurance denied coverage, they readjusted the price from $10.00/unit to $102.00/unit. I was never informed of this price adjustment and never agreed to the products at that price level. The bill was received over 3 months after time of service, leaving me unable to return the products. They are a bunch of price gougers. I have tried negotiating the bill to a more reasonable level considering I could have purchased the same product at my local pharmacy for 1/10th of the cost. They have informed me that the bill is non negotiable, even though I never agreed or signed anything.

Desired Settlement: I would like my bill to be reduced down to a fair level. I have no problem paying $60.00 - $80.00 for the products they provided considering, I could have purchased them locally for less than $50.00. I tried negotiating, but they said the bill stands at $510.00, over 10 times the fair price. Thank You, ******* **********

Business Response: ITEM # 1:  
Mr. ** ******** would like his bill reduced down to a fair market level for the saline that he received. He states that he was fine paying $10.00 a unit for the saline when it was denied by his insurance, but Apria adjusted the price up to $102.00 a unit.

RESPONSE
Apria has reviewed Mr. ** ********’s account and found that he ordered saline on December 5th, 10th and 30th. Apria submitted an authorization request to Blue Cross Blue Shield. On December 30, 2013, Apria received a denial for authorization for the saline as non covered item. Apria submitted a reauthorization for the same because the saline had been authorized before.

On February 19, 2014, Apria was informed by BCBS that as of November 7, 2013 saline was a non covered benefit under the patient’s plan.
 
Apria has contacted rates with insurance companies and if the insurance denies coverage for an item Apria corrects the pricing to self pay rate.

As a courtesy we have adjusted the open balance of $150.00 down to $50.00 for the December 2013 dates of service for the saline.

We want Mr. ** ******** to know that his insurance no longer covers saline and if he orders from Apria in the future he will be responsible for the full self pay rate of $102.00 a unit.

We do apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I own a CPAP machine for sleep apnea, issued to me by Apria Healthcare in 2006 and paid for by my insurance company, Empire Blue Cross Blue Shield. Apria Healthcare issued a new CPAP machine to me on 9/11/2013, in accordance to my doctor's prescription, to replace my old machine. My insurance company states that Apria submits a claim to the insurance company for a rental fee of $75.00 per month (for approximately 5 months) and must indicate that the charges are for a new CPAP machine. After 5 months, my insurance company pays the remainder balance due on the CPAP machine to purchase it outright, thus I own the machine. After issuing the 2nd CPAP machine to me on 9/11/2013, Apria submitted insurance claims for a rental fee of $75.00 per month to my insurance company, without indicating that the charges are for a new CPAP machine. My insurance company and I repeatedly informed Apria that they must indicate within the insurance claim that the rental fees are for a "new" CPAP machine, in order for the claims to be paid. Apria refuses to include the language on the claims to the insurance company and thus the insurance company continues to deny the claims.Apria Healthcare repeatedly sends bills to me to pay the rental fees denied by my insurance company. Each time, I call my insurance company, who then calls Apria and instruct them how to prepare the claim to ensure payment. Apria states that they will revise the claim to include the language, but has not sent a revised claim to the insurance company. Apria Healthcare took $150.00 from my checking account; $75.00 on 3/31/2014 and $75.00 on 4/25/2014, without my authorization, causing overdrafts and fees to my checking account. I notified my bank of the fraudulent charges and they are working to reverse them. Apria also sent this issue to a collections agency, which is negatively impacting my credit report/rating. I am reporting this activity to BBB for further assistance with this matter.

Desired Settlement: I want Apria Healthcare to issue the claim properly for the new CPAP machine to my insurance company, including the required language, in order to be paid by Empire Blue Cross & Blue Shield. I want Apria Healthcare to retract the debt/claim from State Collections Service, Inc., a collections agency. I want Apria and State Collections Service, Inc. to send a formal retraction letter and/or a zero balance due letter to me and the (3) credit bureaus to correct my credit standing.

Business Response: ITEM # 1:  
Mr. ***** is requesting that Apria submit the claims properly for the new CPAP unit to his insurance. Mr. ***** wants Apria and State Collections to send a formal retraction letter to him showing a zero balance.

RESPONSE
We have reviewed Mr. *****’s account and found that the invoices dated December 19, 2011 and June 19, 2015 that were referred to collections are Mr. *****’s responsibility. We were not able to reach Mr. ***** to obtain the certificate of Medical Necessity from the correct doctor to submit to the insurance. We tried several times to reach Mr. ***** to obtain the correct doctor information and he didn’t reply.


We spoke with Care First regarding the September and October 2013 invoices. Care First is having the September 2013 claim reprocessed because the CPAP denied as rent to purchase price reached, however it had not. The October 2013 claim is set to pay at $75.00, therefore we have started the process to issue a refund in the amount of $150.00 to Mr. *****.
Apria has submitted the claims correctly and Care First is reviewing the claims for process.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a CPAP mask from APRIA. Spoke with ****** at 1-855-252-9190 ext 7949 and ordered a FlexiFit406 nasal CPAP mask. I paid $73.57 for this over the phone with my Visa credit card and she stated she shipped this out to me. A couple of days later, I received a package from APRIA; however, instead of the FlexiFit406 nasal CPAP mask, she had inadvertently sent me a FlexiFit407 nasal CPAP mask. I telephone ****** and she informed me I had to drive to Tulsa, Oklahoma (I live in Owasso, Oklahoma)and return the incorrect mask to the local office and she would send out the proper mask to me but I would have to pay for the correct mask and wait for a refund on the incorrect mask. So once again my Visa was charged $73.57. I called ****** on February 12,2014 and informed her that I had returned the incorrect mask to the Tulsa office and inquired as to when I would receive my refund; she stated within a couple of weeks. As of this date I have not received my refund. I called APRIA today and talked to ******. I had to repeat the entire "story" to him and he could not help me so he had supervisor Brian talk to me. He said he would do some research and call me back. I missed a call from supervisor Brian, but he left a voice mail and said my refund for some reason had been suspended and so now I would have to wait a couple weeks for my refund. I find this horrible customer service and totally unacceptable. Both errors were on their end. They should overnight my refund to me. They should be embarrassed and ashamed to run a business in this manner.

Desired Settlement: I want a refund immediately, not in 2 weeks, or 30 days. I also want them to pick up and refund me the second CPAP mask they sent out to me as it took them so long to do so, I ordered one off the internet that came quite quickly so now I have the one they finally sent me sitting in a box unused.

Business Response: ITEM # 1:  
Ms. ******* is requesting an immediate refund for the mask that was returned and would like the second mask to be picked up and refunded.

RESPONSE
We have reviewed Ms. *******’s account and see that she spoke to an Apria representative on March 28, 2014. The Apria representative started the process to have the remaining amount due to Ms. ******* refunded. Ms. ******* should have received the full refund at this time, if she has not we asks that she contact us.

We are unable to pick up the second mask that was shipped to Ms. ******* on February 10, 2014, as it’s past the return time frame.

We do apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm a member of the Kaiser health care and they use Apria for services in support of people that have COPD and other health problems.I have been recieving Apria support for several years (5+) which included providing me with the necessaary Oxygen supplies both the physical devices and the Oxygen.I have two homes which are about 50 miles apart.Apria's system that they use to determine where to deliver needed Oxygen gets the delivery screwed up most of the time.I may need Oxygen at my Fremont house and they show up at my other house or vise versa.They have a new system now that when Apria is scheled to deliver Oxygen they call your phone number and leave a message that states unless you call a phone number that they leave they will cancell the delivery.They do not state which house they are going too.In trying to call them on their delivery number, I have spent more then a 30 minutes calling the number and noone answers the phone.I also have called the Apria Corp. Office at 800-260-8808 and have told them my problems and nothing has changed.To summerize Apria's service is one of the worst I have ever encountered. There phone answering system is very bad. Very seldom does anyon answers.Phone statements don't let me know where they are going to deliver the Oxygen.Having to call a special number to prevent a schedeled delivery from being cancelled is rediculas.No support from the Corporate office.

Desired Settlement: Have Apria fix there coutomer service issues.

Business Response: ITEM # 1:  
Apria has an automated calling system to notify customers of pending oxygen deliveries; we are asking for customer to verify they need an oxygen delivery. Having such as system has greatly reduced unnecessary stops at residences that are not needing oxygen.


RESPONSE
Apria Healthcare located in San Leandro, CA has reached out to customer and offered him to be removed from automated system and that he would need to call 2 – 3 days in advance to advise Apria when and at which residence he will be requiring a refill of oxygen.  The customer was very happy with this alternative option.


Sincerely,
**** ********
Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was covered by my insurance but Apria billed me directly. I paid them but they would not submit my bill to the insurance. The service person on the phone said they already got my money so no need to submit the payment to insurance. Now I had to pay out of pocket. My insurance said they would pay if Apria would submit, but they refuse. it take 30 - 45 minutes for them to answer the phone and they put me on hold for 30 - 50 more, often I get hung up on.

Desired Settlement: I would like the Jan, Feb and March payment to be submitted to my insurance so I can be reimbursed by my insurance.

Business Response: ITEM # 1:  
Mr. ****** is requesting to have the January, February and March dates of service submitted to his insurance so he can be reimbursed.

RESPONSE
We have reviewed Mr. ******’s account and found that he received a CPAP unit on October 1, 2013. Apria submitted the claims to Aetna on behalf of Mr. ******.

Mr. ****** updated his insurance on March 7, 2014 to Blue Cross Blue Shield. Apria verified the BCBS coverage and was informed that they will provide a 30 day retro authorization. We have to have the authorization from BCBS to submit claims. The timely filing limit for submitting claims to BCBS is 45 days.

Because Apria did not receive the updated insurance information until March 7, 2014, we were unable to submit claims for the January and February because we could not obtain the authorization.

Apria did call and try to obtain an authorization for March 1, 2014 date of service, however the office was closed and the other time we were transferred around. As a courtesy on May 13, 2014, we reversed Mr. ******’s payment of $58.84 and started the process for a refund in the amount of $58.84. We adjusted the balance of $58.84 for the March 1, 2014 date of service, leaving Mr. ****** a $0.00 balance. 

Mr. ****** also had $75.13 in overpayments on his account that we have started the refund process.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a C-Pap breathing machine from Apria. I was originally told the machine would be a purchase, they then started sending bills for rental. At that point I was told my insurance was putting the machine on a rental basis until October 2012 at which point it would be converted to a purchase and I would then own it. I started having trouble with the mouth piece in February 2013. At that time, I requested service for my machine and again in March of 2013 and was told both times that someone local would contact me within 2 to 3 business days. No one ever called me back. In May my insurance changed, but because I "owned the machine" and had not received any service for the machine (even though it had been requested twice) I did not contact Apria with this insurance change because I believed I was no longer using there service. In July 2013 I received a bill from Apria for $127.59 for a service contract. They were billing my insurance for a "maintenance and service contract" that they had not informed me of and that they would not provide service for. And because my insurance changed, I was responsible for the bill. They would not take my new insurance information. After many wasted hours of time on the phone, with many of the rudest people I have ever encountered, instead of "elevating" the issues to "Level 2" they sent me to claims. Now I am looking at paying a bill that is not legit - or taking a ding to my credit. From the start, they sent the wrong machine, scheduled me for the wrong class and then had to reschedule another time, in September of 2011 while still waiting for the correct pieces to use my machine, they sent me parts to a completely different machine. When I called, I was told to just throw them away and not worry about it because my insurance had already paid for it. For almost a year now I have been transferred back and forth every time I call and never seem to make it to someone that can help me, and today I sat on hold for 65 minutes and was once again disconnected.

Desired Settlement: I would ideally like to have this bill removed from collections and be given a chance to speak with someone regarding the lack of service and professionalism I have continued to receive. I have not been able to use the machine for over a year now - and would gladly return it instead of throwing it away, and would like to have the charge for "maintenance and service" removed from my account.

Business Response: ITEM # 1:  
Ms. **** is requesting that Apria remove the amount from collections and be given a chance to speak with someone regarding the lack of service and professionalism.


RESPONSE
We contacted Ms. **** and explained that we have removed the amount of $127.59 for the July 12, 2013 maintenance and service fee from collections. We discussed the customer service she has received and she has our direct phone number if any issues arise. We apologize once again for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been receiving a billing for my 98 year old mother. I have informed the company that if it is a legitimate bill it should be referred to Medicare, First Health (Supplement) or DSHS of Washington State as they pay all of her bills. I have asked for an explanation as to what it is for but to no avail. I have been getting calls from the company trying to get my credit card information. I have asked them to stop sending the billing to me since last September.

Desired Settlement: I just need them to stop sending billing to my home.

Business Response: Item #1
Ms. ******* states that her Mother has insurance and should not be receiving bills and request
that Apria stop sending bills to her home.

RESPONSE
We have reviewed Ms. *****'s account and found that she did not owe the open balance
and have adjusted the open balance. Woe apologize for any inconvenience this may have
caused.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria mistakenly billed me an extra $76.65 on my debit card, in addition to my automatic monthly payment. I reported it on 3/12/14, they acknowledged their mistake, and said I would get a check from them in two-three weeks. When it did not come, I called, and they said it would come in four weeks. When I pressed them, they said they "had no way of knowing if it had been sent." I asked to speak with her supervisor, and was transferred to voice mail. I left a message and heard nothing back. It is now 4/14/14, and still no check or work from them. Can you please help me get my money?

Desired Settlement: A check in the amount of $76.65 within two weeks and an email notification of when it is sent.

Business Response: ITEM # 1:  
Ms. ***** is requesting her refund in the amount of $76.65 within two weeks and wants an e-mail letting her know when the refund is sent.

RESPONSE
We have reviewed Ms. *****’s account and found that the charge of $76.65 is for oxygen contents that she received on April 30, 2014. Ms. *****’s self pays for her equipment and will be billed anytime she receives oxygen contents. As of today there are no payments to refund to Ms. *****’s. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a call from an unknown collection agency stating that I owed $1,700 from a bill that was sent to them from Apria healthcare. My son, ****** ******, receives services from Apria healthcare. I have 2 insurances that cover my son's healthcare. Anytime we receive a bill from Apria we either get it resolved or pay it right away. There have been several billing problems in the past but they have all been resolved 1 way or another. This time we never received a bill, phone call or anything else advising that we owed anything. When I called Apria they stated that they did send a bill to a collections agency but it was only for $17.

Desired Settlement: No settlement requested. Would like to make sure that my credit will not be affected by having a bill sent to a collection agency. I would also like to find out why the collections agency asked for $1,700 when the bill was for $17.After further investigation I found out the name of the collections agency is State Collections in Beloit or Madison Wisconsin.

Business Response: ITEM # 1:  
Mr. ****** wants to make sure that his credit will not be affected by having the balance referred to collections. He would also like to know why the collection agency asked for $1,700.00 when the bill was for $17.00

RESPONSE
We have reviewed ******’s account and found that the balance of $17.55 has been removed from collections. We requested that State Collections review their records on why they billed $1,700.00 instead of $17.55. We have also requested that State Collections send Mr. ****** a letter for his records that the amount has been removed and has not been referred to his credit report. We apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Complaint Details Unavailable
6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband had oxygen services while in Denver Colorado and then Loveland CO (roughly August to October 2013) He died on 10/23/2013 and they were notified the same day. All equipment was picked up with in 48 hours. Since then I have had a series of bills for services including threats to send to collections and numerous phone calls. The bills were for oxygen for December 2013 and January 2014. After each bill I have called, waited on hold for 20-40 minutes to talked to a person, explained the circumstances and that there has to be a mistake since he is deceased. I have made five of those phone calls. Each time, after they stop justifying why I am being billed and start listening they accept that the bill is in error and promise that it is taken care of and I will receive no more bills or calls. I have also received a number of phone calls from them the most recent today- 3/18/14. Again I am promised that the phone calls will stop. It is extremely personally painful, fraudulent to bill for oxygen for a dead person and incompetent that they can not fix this issue.

Desired Settlement: Alert others of their incompetent, uncaring, fradulent behavior and make them stop contacting me.

Business Response: ITEM # 1:  
Mrs. ******** states that the equipment was picked up and she wants the billing to stop.

RESPONSE
We removed the open balance on March 18, 2014; we apologize for any inconvenience this may have caused. We have confirmed that there is a $0.00 open balance with Apria and no balance was referred to collections.


Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare falsely sent me to a collections agency because they have unfair billing practices. On 3/24/14, I received a letter from State Collections Services stating I owe $190.73. However, Apria failed to immediately process the claim with my insurance company and that information was provided to them about a year ago. Additionally, their equipment was returned unopened and unused therefore $0 balance is prudent. Humana Insurance Claim Receipt: My insurance company processed Apria's claim on 3/24/14. So, despite the alleged service date of 5/15/13, they are just now contacting the insurance company for payment. Humana Insurance Claim Receipt: My insurance company processed Apria's claim on 3/12/14. So, despite the alleged service date of 6/15/13, they are just now contacting the insurance company for payment. My Apria Healthcare online statement as of 3/24/14 states my balance is only $61.80. I am expecting that they will continue to bill the insurance company for further payment resulting in a $0.00 balance with Apria Healthcare.It appears that they are attempting to bill me and the insurance company simultaneously and receive double payment.

Desired Settlement: I expect Apria Healthcare to engage in proper, timely, and ethical billing practices. I do not believe that I owe them any out-of-pocket money and expect a $0.00 balance with them.

Business Response: ITEM # 1:  
Ms. ******* states that Apria has not filed the insurance claims timely, which is ethical billing practices. She does not believe she owes any amount due and expects a $0.00 balance with Apria and collections.

RESPONSE
We have reviewed Ms. *******’s account and found that claims were submitted to Humana at the time of set up. Apria had to resubmit and file appeals with some of the claims to get them paid. Before the amounts were paid they were referred to collections as Ms. *******’s responsibility. As of today the claims have been paid by Humana, leaving Ms. ******* $0.00 balance.

On July 29, 2013, we were informed that Humana insurance had termed, we tried to contact Ms. ******* by phone and letters. However was unable to reach her. We were informed of her new insurance, Aetna in October 2013. The equipment was also returned in October 2013.

We submitted claims for the open dates of service not covered by Humana to Aetna in which they have made partial payment on the claims. As of today Aetna has paid $50.84 for each of the follow dates of service, August 2013, September 2013 and October 2013. There is still $10.96 pending under Aetna as of today. Ms. ******* has a $0.00 balance with Apria as of today.

 We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service
6/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: on January 20 2014 I was called to make an apt for my c-papa machine I was told I was 100% covered though medicare and Medicaid but the needed a credit or debit card it was their policy I said I did not have on the lady said that she would not it and set the apt for jan 30 2014 and It would take 1 hour.well when I got there I was fitted for my mask and again the lady asked me for a debit or credit card I said I don't have one she said we would not charge it cause your 100% covered I told her again I did not have on so I called my church and they were going to put it up but then the lady said oh Medicaid don't cover people over 18 for c-pap you will have to pay the 20% I said I was told many times I was covered she said she was sorry but they must have made a mistake. I called my mom she said to the lady she was told that she was covered 100% again the lady said sorry my mom asked if it was going to be a one time thing the lady said yes she would give me a financial paper to fill out on send in so my mom paid and I went home in tears for I was there 3 hours that was only to take 1 hour told so many different things filled the paper out mailed in and got a paper in the mail on febuary 15 2014 so I signed it faxed from my church the nexted day and mailed it Tuesday since Monday was a holiday well I received a call from them saying they could not get the payment cause the card was closed so I called them and said ti faxed you the paper and mailed it to you they said they never got it so I said fax it to my church and they did I signed it sent it back and received another paper for that in the mail so it signed and sent back I called my mom she called her credit card company they had charged her two more times know a total of 3 all together I have called the company cause I have trouble with my mask they never call back why this was happening I told my doctor who called my with the rep in the room and told them both I mailed and faxed it she said to tell her if I had anymore trouble

Desired Settlement: I would like them to refund the 20% since I was told several times I was covered (for all 3 times) I have had stress and anxiety because of this issue and my health has been effected

Business Response: ITEM # 1:  
Ms. ********* states that Apria should refund her for amounts charged to her mother’s credit card when she had been told the insurance would cover the cost of the CPAP at 100%. She states that she also has approved 100% financial hardship. 
  
RESPONSE
We have received Ms. *********’s account and found that she was informed that she would owe 20% of the CPAP and supply fee until he financial application was processed.
Ms. ********* provided a credit card number on the signed Sales Service and Rental Agreement signed at set up on January 30, 2014; for the credit card to be charged for any unpaid amount by the insurance.

Ms. ********* was approved for a 100% financial hardship waiver on February 7, 2014. We mailed the financial notification letter to be signed and sent back. There was a delay with the return of the notification letter, which caused the credit card on file to be charged again.
We have reversed off the payment made for the February CPAP rental and April CPAP supplies ordered in the amount of $36.92. The $36.92 is being processed for a refund to be issued in a check back to Ms. *********.

We are unable to refund the January 30, 2014, charge of $41.19 because the financial hardship had not been processed and approved at that time.

The credit card on file has expired and there will be no more charges processed to the credit card. We apologize for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I returned my C-pap machine many years ago. Within the year I was billed from a collection agency for product for this same return. I am now being billed from another collection agency for the same services. I have not been directly contacted via Apria Healthcare regarding my return of my C-pap machine nor any changes that are due. Why would I now get another bill for services, when I returned this machine MANY years ago.

Desired Settlement: I do not owe anymore monies to this company. I want my account closed and to most important have to owe them nothing. I do not want my credit report showing any negative remarks or late due notices.

Business Response: ITEM # 1:  
Ms. ********** states that she has been referred to collections when the equipment was returned.


RESPONSE
We have reviewed Ms. ********** ‘s account and see that she did return the CPAP unit. The amount referred to collections has been removed, leaving Ms. ********** a $0.00 balance. We apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

******* **********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My doctor referred me to Apria Healthcare for the purchase of a CPAP machine, I picked the machine up from Apria on October 30, 2013. Since then I have ordered supplies on 3 occasions. The first time I ordered replacement filters and it took 3 shipments for me to receive the correct ones. The second order was for a new mask and it took Apria 3 weeks to get back to me and an additional 3 days for me to receive the item. When they finally contacted me they stated that my cost was $134 because I had to get the mask and headgear together. I informed them that my original receipt stated the items come separately and what the cost was for each item. They transferred me to someone else who said yes in fact they do come separately and my cost is $14. I have now ordered the replacement headgear and am being told the same thing that they must come together, even though I stated that a few days ago I received the mask separately. They are now trying to charge me $111.25 for the new headgear, they stated that my deductible has not been met with blue shield. I agree that my deductible has not been met, however my original receipt shows the price of each item before and after the insurance paid their part. The cost for the headgear without the insurance is $28.10 so if I have to pay the entire amount then I should be paying $28.10 not $111.25 I have been told by others that use Apria that they try to overcharge both the consumer and insurance companies but I did not believe it until I saw it for myself on 2 different occasions.

Desired Settlement: I would like a manager from Apria's Corporate office to contact me and explain why they are trying to overcharge me every time I order supplies. I would also like Blue Shield to be notified of their practices of over charging consumers. I also need my supplies to be sent out asap and at the correct amount

Business Response:

ITEM # 1:  
Ms. **** requesting a call from a manager regarding the delay in supplies and the misquoted price that she was given.

RESPONSE
We have contacted Ms. **** regarding the issues on her account and she expressed her satisfaction with our resolution. We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.  However, if I continue to have the same problems with my next order I will contact Ms. ***** and file another complaint.  Thank you for your assistance in this matter.

Regards,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare referred me to a collection agency without ever telling me what they were billing me for. On three occasions monthly starting in November 2013 I received a bill from them for $58.84 labeled "Patient Responsibility". Each time I received this bill I sent back a note asking them for an explanation of what the bill was for. (Apria had been billing my two Health Insurance companies since May 2012 for a CPAP machine which was paid off 12 months later. On 11 Dec 2013 I called Apria, 800-246-9615, to ask what the bill was for, talked to "***" and he couldn't explain it to me. I also asked him to stop Apria from calling me to see if I needed CPAP supplies, which I could get from the VA, and he did do that.) I never received an answer on what the bill was for and a couple of weeks ago I received a bill from a collection agency, which I paid. I am furious that they would refer me to collections without telling me what they were billing me for. I found out in December while visiting my Tricare representative that one of my insurance companies, Meritain, had been asking Apria for a copy of my sleep study, which Apria did have, for an extended time and Apria had not complied. Meritain was withholding payments until the sleep study was received. My other insurance, Tricare, was withholding payments because my primary insurance wasn't paying. On 9 January 2014 I faxed a copy of the sleep study to Meritain and since then I have seen vouchers showing payments from the insurance companies to Apria. Because I had two insurance companies I never had to pay out of pocket for any expenses for my CPAP machines until about 6 months ago. I believe this is because Apria would not send a copy of the sleep study to Meritain.

Desired Settlement: I would like an apology and if they sent a negative report to the credit bureaus I want that removed.

Business Response: ITEM # 1:  
Mr. **** would like an apology for the billing issues and would like to confirm the amount referred to collections was not reported to his credit bureau.

RESPONSE
We have reviewed Mr. Kaa’s account and see that the statement listed the date of service and invoice number on the first statement that was mailed to Mr. ****. We apologize for the lack of information provided on the statement.

We see the comment by the Apria agent that Mr. **** refers to in his complaint. We apologize that he was not able to provide more billing details he does work on the billing team he works in the shipment of supplies department.

Per the history on Mr. ****’s account we show that we provided the requested information to the insurance multiple times. However they did not seem to receive it until last submission on January 8, 2014. We have received the payment for the February 21, 2013 date of service that was referred to collections. We will have Mr. **** refunded for the amount he paid to collections.

We have confirmed with West Asset Management that they did not refer the amount of $58.84 to Mr. ****’s credit report. We have requested that West send Mr. **** a letter for his records in regards to this information.

We do apologize for any inconvenience this may have caused.

Sincerely,

****** ****
Billing Center Quality Specialist
 
 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me for my initial inquiry.  I will wait for the business to perform this action and, if it does, will consider this initial complaint resolved.  In reference to the addition to my complaint I am still wondering why Apria is still billing my insurance companies when no services have been provided since August 2013.

Regards,

**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Representative (******) called me Monday, March 3, 2014 around 10a.m. Informed me that my doctor had submitted an order for me and she was letting me know that "once the order went through insurance checks and the authorization team, things would be set up." I said I didn't have insurance, so that wasn't an issue.****** asked me, "Are you going to pay for this yourself?"That's when I found out my doctor had turned in an order for a new CPAP (Continuous Positive Air Pressure machine), NOT just to set the pressure on the CPAP I already have.I corrected this with ******, telling her that I just needed the pressure set on mine. I had bought a CPAP online for $50 because I couldn't afford the $2,000 that Apria charges for the machine.I asked her how long it would take to get the pressure set because I'd been without the benefit of my machine since Feb. 26th when I turned in my loaner. She didn't know.****** also didn't know what the charge would be for this service. She DID say that the order still had to go through the authorization team, but she had no information about how I might contact anyone on that "team," or what I was being "authorized" for."I just know what I've already told you," she said.I was exasperated to say the least and I said, "Okay, I'll wait until this mysterious team calls me at their leisure -- whenever THAT might be -- and then I'll decide what to do."I asked for her name. She spelled it for me. We hung up.This is Thursday, March 6th, and NO ONE from Apria has called me about setting my pressure. I suspect they never WILL call me because I am not buying a CPAP from them. They probably don't want to just set my pressure; there is no money in it for them. Maybe my doctor doesn't understand how things work. I called my doctor's office and told them Apria hadn't helped me yet. They seemed surprised. I asked for my pressure setting and they gave it to me. Now I am on my own to find my own way to set my pressure.

Desired Settlement: Report only.

Business Response: ITEM # 1:  
Ms. ***** states that Apria will not assist her in setting the pressure on her private CPAP unit.


RESPONSE
We have reviewed Ms. ***** account history and see that the order was to have been processed in March. We apologize that the request was not completed. We have contacted the local office to assist with helping Ms. ***** with the needed pressure change.

We are in the process of making sure we have the correct prescription from Dr. *******. If we need an updated prescription we will request one from Dr. *******.
Ms. ***** can contact the local office to set up an appointment to bring the CPAP unit in to have the settings changed.

We do apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the reasons this offer has been rejected appear below.

I do not trust Apria so I don't feel comfortable going to them for anything.  There were other issues I didn't even bring up in my complaint; i.e., Apria's unprofessional procedures, etc.  The private CPAP I bought online for $50 was set at a pressure of 9.  Dr. ******* had told me that my pressure should be set to 10.  Since I had no way to get it set, I  left mine set at 9 and am doing fine.  The only reason they are now offering to set my pressure is that light was shined on them and their racket; e.g., they wanted $2,000 for a CPAP I was able to get for $50.  Admittedly, the one I purchased is not a new model, but it works just fine.  And the disparity in prices is astounding.   Apria has just sent me an additional bill -- unbelievably -- above what I already paid them weeks ago.  I do NOT intend to pay the additional bill.   SIDE BAR:  They also charge $2,000 for Oxygen Concentrators.  I was able to get a brand new one online for $400.

Regards,

***** *****

Business Response: ITEM # 1:  
Ms. ***** states that she does not trust Apria to assist her with the CPAP settings. She states that the setting of 9 is working fine for her. She does not understand the pricing disparity for equipment with Apria and online. Ms. ***** also states that she received another statement ro an amount that she had already paid. 


RESPONSE
Apria has contracted rates for equipment that is provided to patients and services we provide. Being that Ms. ***** is a self pay patient, we quoted a discounted rate for our equipment and services.

Ms. ***** received a statement on February 28, 2014, because her payment had not posted at the time. Since then the payment has posted, leaving Ms. ***** a balance of $0.00.

Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9956968, 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,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a payment over the phone for some medical supplies for 17.00, not only did they take the 17.00 out of my account they withdrew another 282.00 out without my permission or knowledge. It has been over a month and I still have not received the money back from them despite having spoken to at least 25 different people. They stole that money from my account and now wont give it back to me. I have encountered nothing but rude and disrespectful customer service reps along the way. I will never use this company again and will never recommend it to anyone.

Desired Settlement: I want my money back and I would like you to post this negative comment on their profile.

Business Response: ITEM # 1:  
Ms. ******** states that her credit card was charged without her authorization and she is requesting a refund.

RESPONSE
We have reviewed Ms. ********’s account and found that her credit card was set up on the account in March when she ordered supplies in error. We apologize for this error and sent her a refund check on April 14, 2014 in the amount of $282.72. If Ms. ******** has not received the refund check we ask that she contact us. We have confirmed that the credit card was removed from Ms. ********’s account so not other charges will take place. We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.I would also like my complaint to be posted on better business web site so this doesnt happen to anyone else. 

Regards,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was overcharged for the equipment that I ordered from April and charged (and overcharged) for the equipment that's did not order.Attempts to get customer service ended up with spending an hour on the phone with my insurance with no result.

Desired Settlement: Refund and proper bbb rating of Apria customer service.

Business Response: ITEM # 1:  
Mr. ****** states that he was overcharged for equipment he ordered and for equipment that he did not order. He is requesting a refund for his overpayment.

RESPONSE
We have reviewed Mr. ******’s account and found that when we verified his insurance with Horizon on January 28, 2014. We were informed of an unmet deductible of $250.00 with 10% coinsurance.

On January 28, 2014, we verified with Mr. ****** that he only wanted a mask and replacement water chamber for his humidifier. Apria collected $128.38 from Mr. ****** for his supplies. On January 29, 2014, Mr. ****** was shipped a mask and water chamber.

After further review we found that Horizon paid 90% of the claim, only leaving Mr. ****** responsible for $12.84. We have started the process to have Mr. ****** refunded the over payment of $115.54.

We apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

********* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a complaint about 3 months ago. Everything was resolverd. Now I am getting bills from them. I do not owe this. Thank You ****

Desired Settlement: Stop sending me bills

Business Response: ITEM # 1:  
Mr. ********** states that his account was resolved and now he is getting billed again. He states that he does not owe the balance and request that the statement stop being sent.

RESPONSE
We have reviewed Mr. **********’s account and found that his equipment billed on February 3, 2014. He called on February 4, 2014, to have the equipment picked up. Apria informed Mr. ********** that we would need a discharge prescription from his physician or he would have to sign an Against Medical Advice form. Mr. ********** stated that he would obtain a discharge prescription.

When Apria did not receive the discharge prescription from the physician, Mr. ********** state that he would sign the Against Medical Advice form. Apria picked up the equipment from Mr. ********** on February 25, 2014.

Since the equipment had already billed on February 3, 2014, before Mr. ********** called regarding a pick up. He is responsible for the co-pay amount of $26.37 for February 3, 2014 date of service. Apria does not nor is required to prorate the pricing for equipment that is returned after the date billed.

Sincerely,
****** ****
Billing Center Quality Specialist
 
 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

**** **********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company provides medical equipment and supplies. I Have a (CPAP) unit that I use while I sleep. I first received this equipment the month of March 18, 2012. I wanted to buy the unit a that time, because I knew that my insurance would not pay because I needed to meet a deductible and that I had to pay everything out of parquet. I was told by the person from Apria to not to worry that it was going to be a rent to own, that in thirteen months would mine to keep. They billed my medical insurance knowing that as was paying for the equipment not the insurance.I had paid over $900.00 dollars, and according to my records I had about two payments. Well I contact Apria by phone because I did not get the last billing statement. I was told the since I have a new medical insurance this year I have to start a new contract and pay allover again. On March 27, 2014 I talked to a person named ******, at 1800-260-8808 and she told me that some one would contact me in a few days. Finally someone from Apria called me yesterday April 8th, I explained my situation of what occurred from the beginning, they came to the conclusion that if I wanted to buy it I needed to pay more than $600.00 in order to keep the equipment I don not think that this is appropriate and if they doing this to me they are doing to whomever uses their services.

Desired Settlement: I would like to pay remaining two payments of the contract or to return the equipment, providing that I get my money back.

Business Response: ITEM # 1:  
Mr. ******* would like to pay the remaining amount for the CPAP unit or the return the equipment.


RESPONSE
We have spoken to Mr. ******* and come to a final agreeable resolution regarding the purchase of the CPAP unit. Mr. ******* has a contact agent and phone number for any issues.



Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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, 

****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is a Nightmare when it comes to billing your insurance. I have Medicare as my primary and also a secondary insurance. I was sent to Apria healthcare after I was diagnosed with Sleep apnea for a C-PAP machine & Supplies for the machine. I was asked for a Major credit card upfront for a kind of security deposit. I was ok with this at the time. Now they have a habit of billing Medicare without giving all the information required to the insurance company and I have had a few claims denied for that reason then Apria health care turns around and charges the credit card on file. Why should I be billed for claims being denied when its there company and respiratory therapists that arent filling out the paper work correctly when ordering supplies I need for my c-pap machine. The only thing I could get out of the billing department was you have to talk to you doctor. HELLO its your companys employee not my doctor that is screwing up the paper work. I have not had any problems before with insurance being denied because of not enough information. Apria is the only one I have EVER had issues with.

Desired Settlement: Get your companys act together

Business Response: ITEM # 1:  
Mr. ******* states he has primary and secondary insurance and his credit card should not be getting billed for amounts that will be paid by his insurance.


RESPONSE
We have reviewed Mr. *******’s account and found that he signed the Sales Service and Rental Agreement and placed his credit card on file to cover the cost of any amount not covered by his insurance. We are billing Mr. *******’s primary and secondary insurance; however he has not met his yearly deductible and therefore he has been billed. The credit card on file has denied the charge that we tried to apply; therefore Mr. *******’s open balance as of today is $66.04.


We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

**** *******

According to Medicare and its website I have no current deductible remaining here is a copy of that report from my Medicare account with this JPG image. How about the story from your billing department that there was not enough information given to Medicare for the supplies and that’s why the claim was denied. Why I am getting multiple stories.  Also is this a new charge for the c-pap equipment or on the issues of the supplies which this complaint was about in the first place?

Business Response: ITEM # 1:  
Mr. ******* states that Medicare website shows that he does not have a current deductible remaining. He is requesting to know why he is getting multiple stories and wants to know if there are new CPAP charges.


RESPONSE
We apologize if we did not make it clear that the deductible that had not been met was Mr. *******’s secondary insurance. We are not sure who informed Mr. ******* that the correct information was not submitted to Medicare to have the claims processed. Medicare has paid on most of the pending claims; it’s the secondary insurance that has denied. We have resubmitted the December 2013 – March 2014 claims to Mr. *******’s secondary insurance with primary insurance’s explanation of benefits to have them reviewed. As for CPAP charges, yes there are new charges because the CPAP will rent for 13 months before it converts to sale.


Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My 5 year old daughter receives enteral formula, her sole source of nutrition, from Apria Healthcare every month. This formula is not covered by her primary insurance but by her secondary insurance. I have repeatedly called Apria to bill the secondary insurance directly since September 2013. Yet they try to bill only the primary insurance. I have spent several hours in the past months trying to sort this issue out with them but they are least helpful. The last call I made was in the last week of November 2013 when I was asked to send them EOB statements from my primary insurance for several months starting March 2013 to prove non-coverage, which I did. They promised they would take care of the issue from there. Now, they have sent the bills to collection agency (bill amount: $1360+). They have not even tried to bill the secondary insurance first. I called them again today (01/24) and they noted down the secondary insurance information as if they are getting it for the first time. This conversation with them is the umpteenth time and I have no hope they will fix it.I am totally dissatisfied with Apria's so-called billing specialists. I do not want to deal with a collection agency for no fault of mine. Could you please help me sort out this issue with them?

Desired Settlement: Please help me sort out the billing issue with Apria healthcare. The bills for formula supplies need to be sent to the secondary insurance and NOT the primary insurance.

Business Response: The payment reversal was keyed on 2-18-14 for 2013 payments to be refunded in the amount of $837.78.  The patient is being refunded for amount that she paid in 2013, the agent reversed the patient payments and that is the amount being refunded. 

On 02/28/2014 the patient was refunded the amount of $837.78

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9899495, 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 clear with Apria's response. I did receive a check from Apria for $837.78, which I guess is the refund amount for what I paid Apria. The amount I paid the collection agency (about $365) was also returned to my bank account. What I do not understand is, I received another bill from Apria two weeks ago for about $279 (for the same dates of service in 2013 I complained to BBB about) saying it was the pending balance I need to pay. I would like a confirmation from Apria that all the billing for Jan-Jun 2013 was reversed and I have a zero balance.

Regards,

******** *****


Business Response: ITEM # 1:  
Ms. ******** received a statement showing a balance of $279 and wants confirmation that there is now a $0.00 balance on the account.

RESPONSE

We have reviewed Mr. **************’s account and show a $0.00 balance today with Apria and no balance with collections. We apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 14, 2013 my wife, a 25 year veteran nurse, was diagnosed with sleep apnea and prescribed a CPAP machine. We both contacted our insurance company, United Health Care, and were told that there would be NO copay due. However when my wife picked up the unit and was given a 5 minute lesion on how it works she was told that she could not leave without paying an initial training fee of $83.95. She gave into this extortion and now the check has cleared. In the interim we have again confirmed with the insurance that this is not allowed under their contract. We have both tried numerous phone calls to various Apria departments, been transferred around and everyone is still "looking into it" They insisted on payment immediately for this fraud so I want the same correction. I will pick up their refund immediately at their office. They are a big company who feels that they can get away with anything they want including insurance fraud and theft.

Desired Settlement: Refund of the $83.95 that was "extorted" from my wife. Payment immediately.

Business Response:  
RESPONSE
Apria received a call from patient’s spouse Mr. ***** *****, requesting we refund money his wife paid during her appointment. Because the co-payment was paid with a check I had to request a check be cut for Mrs. ***** in the amount of $83.95. Apria Healthcare cut and mailed a check on May 1st, 2014.

I spoke with Mr. ***** on May 2nd and explained the check had been cut and mailed on May 1st. I tried to follow up with Mr. ***** on May 6th to ensure the check was received but Mr. ***** was unavailable to talk.


Sincerely,
**** *****
Branch Manager Littleton CO 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Billing/Collection Issues | Complaint Details Unavailable
5/28/2014 Problems with Product/Service | Complaint Details Unavailable
5/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After using Apria for years for CPAP supplies, our insurance changed at the beginning of 2014. For the first order of supplies for 2014, I indicated to the automated system that I have new insurance information. I was contacted by a representative who took all my new insurance information. I specifically stated I really only needed the head straps but was told a whole mask kit was the only way the new straps would be able to be sent. No other supplies were needed. I was told my total would be (after he'd checked all insurance information and verified coverage) $14.80. I agreed to that total and asked how he wanted to handle payment. He said they could send a bill or I could give a credit card. As there's been a rash of credit card numbers stolen recently, I asked if the information would be stored. Since it would be, I asked him to send me a bill. I haven't received the bill but the EOB from my insurance company came in showing Apria billed them $1093 for the mask. I called Apria about it and was told the insurance company makes them bill at the highest retail cost, then negotiate it down. My portion is now $147.97. As the mask has been opened, Apria will not accept a return, but the negotiated pricing is 10 times what I was told I would be billed. The woman I spoke to today acknowledged that their notes show the $14.80 quoted but she said that should just be my copay even though they already acknowledged they verified insurance when I was quoted $14.80 as my cost. If I had been told the true final price up front, I would have shopped this around, as I can find just the part I needed for $31 on Amazon.

Desired Settlement: I would like Apria to honor the price they quoted or accept a return of the product.

Business Response: ITEM # 1:  
Ms. ******* is requesting that Apria honor the price quoted or accept the product back.

RESPONSE
We have reviewed and discussed the account history regarding the billing on the account with Ms. *******. We explained that we have pulled and reviewed the call between her and the Apria representative on February 3, 2014. The Apria representative explained that the 10% co-pay for the product would be $14.80. However, the Apria representative also explained that since she had not met her out of pocket or deductible with Blue Cross Blue Shield for the year, she would receive a bill for any amount not covered by Blue Cross Blue Shield.

Blue Cross Blue Shield applied $147.97 toward Ms. *******’s yearly deductible on February 14, 2014. Apria did explain to Ms. ******* that any non covered amount would be billed to Ms. *******. We would not accept a product back that had been used.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The representative told me that insurance was verified at the time the order was placed and that my total would be $14.80.  If insurance hadn't been verified, I should never have been told that it had been.  If it had, they should have told me the correct amount, not what they're calling a co-pay now.  Any reasonable person would have shopped this around, based on the amount they're now charging, as the whole mask with headgear can be purchased retail on Amazon for $80 or less. 

 
I'm willing to compromise, as I did open and use the headgear on this mask.  The mask itself hasn't been used.  THIS Amazon product shows the headgear to be $17.93.  I'll return the mask itself and pay the $17.93 for the portion I did use.
Regards,

*** *******



Business Response: ITEM # 1:  
Ms. ******* state if she would have been told the full cost of the supplies she would have shopped around. She states that she is willing to compromise and pay $17.93 for the headgear and return the unused mask.

RESPONSE
As we explained in our first response, we did explain to Ms. ******* the co-pay amount due for the supplies. However we also explained that since she had not met her out of pocket or deductible with Blue Cross Blue Shield for the year, she would receive a bill for any amount not covered by Blue Cross Blue Shield.
 
Blue Cross Blue Shield applied $147.97 toward Ms. *******’s yearly deductible on February 14, 2014. We are unable to take the mask back because the package was opened to get the headgear out to be used. Ms. *******’s open balance as of today is $147.97.
 
Sincerely,

****** ****
Billing Center Quality Specialist 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As they stated they'd verified the insurance and confirmed my out of pocket, it's ridiculously fraudulent to now demand a  1000% increase on an item that has a guaranteed chance of being opened upon receipt.  If they did not verify insurance, that is not my problem.  

Regards,

*** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter received a CPAP machine from this company at the request of her healthcare provider. I agreed to let the company charge my debit card in the amount of $30.90 each month. This is the amount the employee told me that would be charged. She stated that I would be contacted if the amount changed. Several months later I was charged $444.40. I contacted the company and was told that I agreed to future charges to be charged to my card when I signed the agreement. I told her no I did not and that they needed to refund me the amount that was over charged. She stated that they were not going to refund the amount to me because I agreed when I signed the form to allow them to charge my card. I was never contacted about the difference in the amount. I never had any messages from the company. She stated that they might not have left a message but I should have had a missed call on my phone. I am sorry that I do not call back every missed call that calls my phone. That they needed to leave a message in order for someone to call them back. Maybe with the persons name and number like a good business should if they need to contact someone. Product_Or_Service: C-PAP machine

Desired Settlement: DesiredSettlementID: Refund I would like the refund in the amount of $413.50. That is the amount minus the $30.90.

Business Response: ITEM # 1:  
Ms. ****** states that she only gave authorization for the co-pay to be charged to her credit card. She was not informed that $444.40 was going to be charged before hand and is requesting a refund.

RESPONSE
We have reviewed the account and found that ***** ****** received a CPAP unit and supplies on March 21, 2013. At that time Ms ******** ****** signed the Sales Service & Rental Agreement (SSRA) and credit card portion stating that the credit card would be charged for any amount not covered by the insurance.

We received denials from Blue Cross Blue Shield in September 2013 that the insurance coverage had terminated. We have never received any contact by the ******’s regarding an insurance change. We have record of calling multiple times and leaving messages with no response.

Because Ms. ****** had signed the SSRA credit card portion giving us authorization to charge any non covered amount by the insurance we charged the open balance to Ms. ******’s credit card on February 12, 2014.


We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I payed Apria Health care 35.65 on March 1, 2014. They were no longer in Essence network and they now refuse to reimburse me my money. I called essence and told them and they told me they would hold an appeal meeting, and they sent me a letter that stated they are going in my favor and will adjust my claim. They told me they would reimburse me and it would not be a big deal. I talked to someone today on 3/24/14 from Aprea, to see when I would get my money and verify that I truthfully was getting my reimbursement. She was so rude to me, and I would not have spoken to a dog the way she did to me. She never gave me an answer on when I would receive the check and she told me she did not see a record of anything, and that I was not getting a dime. Location Involved: ** *** ****** ******** ** *****

Desired Settlement: I want my $35.65 check to be sent to me.

Business Response: ITEM # 1:  
Mr. ******** is requesting his refund that he overpaid.



RESPONSE
We have reviewed Mr. ********’s account and see that the refund is in process at this time and he should receive his refund within the next two weeks.
We do apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In or about Oct/Nov 13' I phoned Apria I was told I was paid in Full with 14 mos rental on the CPAP machine all paid for. Then Dec 2014 I rec'd a bill for $326.59 Due NOW for bills Feb Mar Jun July & Oct 2013 Apria never billed me for that I never knew anything about & started harassing me with phone calls daily demanding payment. Meanwhile, I'm contacting the insurance company trying to figure out this billing as I again get another bill from Apria for $687.59 & have now SENT THE TWO BILLS FOR FEB & MAR TO A COLLECTION AGENCY. Now I get daily call for Apria & a Collection Agency thanks to the Business Practices of Apria Healthcare!They haven't given the insurance company time to pay and they are demanding money from me because someone in their office failed to do their Job period! I should get a lawyer. Apria is billing me for money I don't even owe!

Desired Settlement: Apria Healthcare to stop calling me! Adjust the bill as per the insurance company is paying them. Pay attention that this case was just recently billed. Take the 2 bills you sent to Collection Agency and put them back with Apria. CLEAR MY CREDIT!

Business Response: ITEM # 1:  
Ms. ******** states that her insurance is paying or has paid the claims and she should not have been referred to collections. She is requesting for the account to be reviewed and corrected.


RESPONSE
We have reviewed Ms. ********’s account and the CPAP has met the purchase price. Therefore we have made all needed adjustments to her account, leaving her a $0.00 balance.

We removed the invoices from collections, leaving Ms. ******** a $0.00 balance with collections.
We do apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I rented medical equipment from them, May/2013 to October/2013.I setup automatic bill payments on their website and never worked.Balance accumulated to $176.07, which I paid in full on 10/14/13 with credit card.Despite my best efforts they haven't correctly updated my account to be paid in full.I had received over 10 calls; which has become harassment; trying to still collect.I had spent hours on the phone, attempting to resolve the issue, faxing requested proof of payments.2 of the last 3 calls had declared the issue resolved, but last went back to collect.I received another bill on 3/2/14.I have documentation of all payments made.

Desired Settlement: 1.- Stop calling me.2.- Correctly update my account to be paid in full and mail me written documentation of it.3.- Close my account and mail me written documentation of it.

Business Response: ITEM # 1:  
Mr. ****** states he paid the $176.07 in October 2013 and wants the calls requesting payment from him to stop.


RESPONSE
We have spoken to Mr. ****** and he has e-mailed us proof of the missing payment so we can research and have the payment applied to his account. We will be in contact with Mr. ****** with the final resolution on his account. 


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my cpap machine wentout in DEC.i have been trying to get information on the status a of a new one since then. My DR. has sent all the information they requested and I have only had one call from them & that was for a credit card number.Ihave called and got hung up on & when I call back the line is suddenely busy.I just got out of the hospital 3/22/14 due to my not beibg able to sleep for me not having the cpap. This is poor customer service and they say they will cal & do not. WHY????????????????????Myhealth is getting bad due to my not having the cpap and do I need a lawyer to get involved to get action or what?????????????

Desired Settlement: I just want my new cpap machine.................

Business Response: Item # 1:  Request for replacement CPAP unit 
 
RESPONSE

On February 5, 2014 Apria Healthcare received orders to replace current CPAP machine. An Apria customer service representative called the patient’s physician to secure appropriate documentation to do so. Between 2/5/14 and 4/2/14 several calls were made to secure documentation. On 4/2/14 all documentation was secured and appointment scheduled for 4/9/14 per patient request. Medicare is clear and specific pertaining to required clinical documentation for coverage of this product. Apria Healthcare apologizes for any inconvenience as a result of the timeframe required to secure this documentation.   
 
 
Sincerely,
  ****** ******
Branch Manager
Crestwood, Il
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria double billed, billed the wrong insurance company and then ultimately charged me for a brand new machine when I had leased it for a full year. I told them to pick up the machine and issue a new one if they were going to charge me full price. I was told this is how they operate. I spent over 40 hours on the phone straightening out their billing mistakes before this last issue where they thought I had two machines and I feel that between the two issues they should credit me $200 for not only my time but the fact that they are selling a used machine for full retail. They refuse to even discuss it or to pick up the machine, and have now turned my account over to collections. This has caused me to pay higher rates on my exisiting credit by an additional 5% as I am now considered high risk since it lowered my credit score. They also turned over an 11.99 balance that was supposed to be cleared in August of 2013 since they billed me for leasing on the same bill that they billed me for the buy out on the machine. The buy out was 5/13 and the monthly lease was dated 8/1. Product_Or_Service: Bipap Machine Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the bill to be adjusted and the reporting on my credit cleared.

Business Response: ITEM # 1:  
Ms. ****** states that she has had multiple billing issues and wants the balance adjusted and amounts on her credit report cleared.


RESPONSE
We have reviewed Ms. ******’s account history and found that when she received the BIPAP, Humidifier and Supplies on December 6, 2012 she had Health Net insurance. On January 1, 2013, her insurance changed to Kaiser.

There have been corrections made to the account to correct the billing issues that occurred. The amount that was referred to collections has been removed and a request sent to State Collections to have the amount removed from Ms. ******’s credit report.
Ms. ****** now has ownership of the BIPAP unit; therefore there will no longer be any charges unless she orders supplies.

The open balance to Apria and State Collections as of today is $0.00. We apologize for any inconvenience this may have caused. 


Sincerely,
****** ****
Billing Center Quality Specialist
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Complaint Details Unavailable
4/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter, dated: 17 February, 2014, directing me to purchase a new CPAP machine by Humana Military from the Apria Healthcare. I drove my daughter and I to their office to pickup the new machine on 2/27/2014. I was charged a $96.48 co-pay. I elected to pay in cash. The healthcare worker took my $100.00 bill, returned with my change, then sat back down to collect my credit card information, including the three numbers on the back of the card. I asked her why was this necessary as I was paying, and had paid cash. Her reply was my credit card informetion is necessary, in-lieu, of the possibility of Apria's not receiving paymentfrom the military. In other words, I had no choice. I complied, took the CPAP machine and returned home.The next day, 2/28/14, I checked my credit card statement, only to find a new subrugation for the $96.48. (I had already paid Apria in cash on 2/27/14.) I have tried desperately to straighten this out with Apria. A billing clerk, ****, said, "don't worry, the charge wouldbe stopped." Bottom line, it has not. Telephone service and email service has not been successful either. Please help me. Times are hard, we live frugally. This is not right! It is an illegal charge.

Desired Settlement: $96.48 refunded to my Mastercard account.

Business Response:

ITEM # 1:  
Ms. ***** states that she paid cash to the local office and then her credit card was charged and she is requesting a refund.



RESPONSE
We have reviewed Ms. ***** ‘s account and found that the cash payment she made had been misapplied to another account. We have had this corrected and the payment has now been applied to Ms. *****’s account.

The credit card was charged in error, however the amount showed an authorization failure on our end and we did not receive payment. If Ms. ***** shows that the amount was deducted from her account, please contact us with proof of payment and we will research.
 
We apologize for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As background, my mother received a hospital bed through Medicare and from Apria Healthcare while she was in Carillon Assisted Living Facility in Monroe, NC. As her condition worsened, she came under the care of Hospice. As Hospice provided a bed for her use, the bed from Apria was to be returned. A period of several months went by during which the bed's location and use was in limbo. During this time, my mother died (January 28, 2014). Subsequent conversation between the local Apria outlet and our family revealed that Hospice had not called the local Apria outlet for pick up of the Apria bed as should have been done. However, the matter was resolved and, according to the local Apria office, a pick up order was issued on January 31, 2014 for Apria to pick up the bed.My complaint -- this morning, February 21, 2014, I stopped by to visit my father, who lives in the same facility, and found a very upset and confused 89 year old man. He had a letter from Apria Healthcare, dated February 11, 2014, demanding the return of the bed and threatening legal action against my mother who had been dead for almost two weeks when the letter was written. If the bed had not been returned to Apria by February 11th it was their own fault as the pick up order had been issued on January 31st. This is outrageous. I understand that communication can be an issue in a large company, but in the computer age it is not reasonable that any company should not know a pick up order had been issued for their property and picking it up was their responsibility. To threaten legal action in this situation is just unconscionable.

Desired Settlement: I think a letter of apology from Apria would be the very least they could do.

Business Response: ITEM # 1:  
Mr. ******* states that they received a threaten legal action letter regarding the pickup of the bed after Mrs. ******* had passed away and the pickup had been scheduled.  


RESPONSE


We have reviewed the history of Mrs. ********* account and we apologize for the letter that was mailed regarding the pickup. We now have the bed picked up in the system as of February 26, 2014. We apologize for the miscommunication and any inconvenience this may have caused


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a CPAP device from Apria on 07/05/13, at the time of purchase I asked if I would need to pay any additional cost. I was told my insurance would pay in full and no additional out of pocked expensed would be billed to me. I have been billed each month since for what Apria calls a "rental fee", on a device I own. I have called Apria several times for them to provide me a final balance, which Apria claims they can not provide me because they don't know what the insurance will pay each month because I may go to the hospital for some "medical emergency" that would affect my deductible! On I called Apria on 01/05/14 and was told that my balance should be $20.32 which I paid. On 02/07/14 I received yet another bill for $26.80, again Apria can not provide me with a final balance to end repeated billing which adds to the cost of healthcare by the need for additional billing hours. Apria is the only health care provided I have used since having Federal Insurance that has such a convoluted billing process. I was lied too and deceived. I have filed a formal complaint with my Insurance provider to have Apria removed from our preferred providers list.

Desired Settlement: I want Apria to provide me with a FINAL bill and be removed from any and all future billing and communications from them. Apria needs to educate their sales staff not to provide potential clients into false information about billing.

Business Response: ITEM # 1:  
Mr. **** would like the final bill for the CPAP unit for the staff to be educated regarding the billing for the equipment. 


RESPONSE
We have reviewed Mr. ****’s account and found that the Sales Service and Rental Agreement that he signed on July 5, 2013, showed that the CPAP unit was a rental. We apologize if the Apria representative did not provide Mr. **** with the correct billing information. We have used this as a training opportunity with our staff to better inform patients.

Mr. **** received the CPAP unit on June 5, 2013, which rents for 10 months before converting to sale per Anthem’s contract. We are unable to give Mr. **** a final bill at this time because the CPAP unit has not converted to sale at this time. The open balance as of today is $66.96 for the February 5, 2014 rental, which Anthem applied deductible.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.  

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The provided explanation is in direct conflict from what my insurance carrier has provided me.  Apria is using this excuse to prolong the billing process, which add to the cost of medical care due to the excessive 10 months of billing not only on Apria's end but on the insurance carriers end.  I find it hard to believe that first: why would I "rent" something I plan to use long term, and how could Apria not be able to provide a final bill?  If the device cost $500.00 and insurance pays $400.00 the balance would be $100.00 regardless of how it's calculated.  

 At the time of purchase I specifically asked if any out of pocket expenses would need to be made by my, the answer was "my insurance covered everything", to date my monthly "rent" has gone from $10.04 per month to  most recently $66.00 a month.  Yesterday I called Apria and was told they "think" I have another month to pay and "think" that final amount will be $10.04.  Yesterday I paid the $66.00 for the received bill and the $10.04, they "think" I will owe next month which they "think" will be the final bill.  Apria's excuses and apologies is unacceptable, unprofessional and insulting.

I have contacted Apria each month after receiving statements to request a final billing amount, each time I receive a different excuse as to what this amount can not be provided.  This is the ONLY health care provider with such a outrageous billing format.

My dealing with this healthcare provider is terminated and am working with my Federal insurance provider to have Apria removed from our preferred provider list.

Business Response: ITEM # 1:  
Mr. **** is unhappy with not being given a final amount due for the CPAP. He states that his amount due keeps changing and he is done dealing with Apria regarding his issues.


RESPONSE
Mr. **** received a CPAP unit on July 5, 2013; Anthem has a contract with Apria to rent the CPAP unit for 10 months before converting them to sale. We billed Mr. **** his 15% co-pay each month for the rental of $10.04. However when Anthem would apply their 85% portion to Mr. ****’s yearly deductible he would then charge and additional amount of $ 56.92, leaving the final monthly rental fee due of $66.92.

 
The 10th CPAP rental will charge on April 5, 2014 and then the CPAP will be converted to sale and Mr. **** will have ownership of the unit. We are unsure what Mr. ****’s final payment will be because we are unaware if he has met his yearly deductible, therefore we are unsure what Anthem will pay or apply to his responsibility. 

 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 2/25 or 2/26 2014 I phoned the customer service number and requested that an oxygen concentrater be delivered to ***** ** ******** ****. in the city of Torrance.I was moving my mother(********* ********)from her residence (***** ** *** ***** *** *** *******)to a rest home at that location. My Mother is a Kaiser member. The person I spoke who said the concentrater would be delivered on 2/28/2014 a day before she was due to arrive.Per Doctor's orders my mother needs oxygen all the time. When I arrived with my Mother on 3/1/14 there was no machine. I called and was told someone came to deliver it but no one answered the door. There is always someone there since it is a rest home. I was also told the machine would be delivered on 3/1/14 by 9 P.M. I went back to the residence on 3/2/14 and no machine had been delivered. I called again and was told since it was Sunday there was nothing they could do. I phoned on Monday (3/3/14) morning and was able to get a concentrater delivered later that evening, which meant my mother was off oxygen for approximately 2 1/2 days. This lack of oxygen caused my mother to be unresponsive and taken by paramedics to kaiser emergency room. I also made arrangements to have the other concentrater picked up from here residence. It took 5 days before I could get it picked up only after I contacted apria corporate offices.

Desired Settlement: This is a lawsuit that has merit, hoping Apria will come with a appropriate and fair settlement before I have to seek legal representation.

Business Response: Legal Claims Manager ******** ******* states: Please be advised that I have contacted Mr. ******** on Friday (3-21-14) and will be working with him to resolve his request for settlement of his matter. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I recieved a multi page complaint form that does not address the issue, or any type of compesationsation for a potential life threating action done by this company.

Regards,

****** ********

Business Response: ITEM # 1
 
 I received a multi page complaint form that does not address the issue or any type of compensation for a potential life threatening action done by this company.
 
RESPONSE
 
On March 21, 2014 I contacted Mr. ****** ******** regarding his mother’s service concerns and hospitalization.  At that time I informed Mr. ******** that I would need to send him a Claim Form to complete and would provide medical authorizations pertaining to his mother’s claim.  I confirmed with Mr. ******** that he is the POA for his mother and asked that he provide me with a copy along with the completed documents.  The documents were mailed to Mr. ******** on March 24, 2014.  We need the completed documents in order to proceed with processing his mother’s claim.
 
Apria cannot make any decisions about compensation without the forms and documentation required.
 
Sincerely,
 
******** *******
Legal Claims Manager   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Apria since early 2012. I have always paid my bill in full and on time. The issues first started when I moved from Illinois to North Carolina and changed insurance companies during that same time period. I notified Apria about ALL changes. For the next 3 months, I spent countless hours on the phone with Apria due to the fact that now they were billing me for two CPAP machines in two different states under two different insurance companies and two different account numbers. After about 60+ hours on the phone this was finally resloved. The current issue that needs a resolution, again involves a billing error. I was told specifically by a representative on the phone that since I had paid so much on my current CPAP machine that my new payment would be $106.00 every 6 months. I agreed to continue my services with Apria because of the amount quoted by the representative on the phone. To my surprise, Early 2014 I received a bill for $891.46. I immediately called Apria and their explanation was they never said my bill would be $106.00 every 6 months and BCBS (my insurance co) decided to buy the machine and charge me for it and since I had a deductible I owed the full amount. The manager (Diane Leverett) said that she would research the matter, listen to all calls between me and Apria, and get back to me and if the representative did in fact tell me that price they would honor it. Weeks had gone by and I never heard back from Apria but now I am receiving phone calls from a collection agency for the full amount! Ridiculous! Not only did they lie about my new bill being $106.00 every 6 months, they lied about researching this matter and as I am waiting for a response they send me to collections. To reslove this matter, I am willing to pay ONLY the $106.00 for my last 6 months of service as I did not authorize any other charges and will not be responsible for the full amount of this bill. I want to be done with this company as they have caused nothing but headaches for years!

Desired Settlement: I did not authorize charges above and beyond $106.00 for every 6 months of service. I require the collection issue (State Collection Svc - Acct. # ********) to be cleared up immediately with documentation stating so and in return I will pay the $106.00 I was quoted for my last 6 months of service and then cut ties with Apria never to deal with them again. I still can't believe they said they were researching this matter and in return send me to collections. Terrible company through and through.

Business Response: ITEM # 1:  
Mr. ********** states that he was informed he would only have to pay for his CPAP every six months and then was billed $891.46 that was referred to collections.


RESPONSE

We have reviewed Mr. **********’s account and see that the CPAP unit was converted to sale on January 6, 2013. Mr. ********** was billed for the amount not covered by his insurance. However, after further review of the accounts the CPAP has been paid to purchase price and we have removed the amount of $891.46 from collections. Mr. ********** has a $0.00 balance with Apria on both his Illinois and North Carolina accounts as with State Collections.


We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.    


Sincerely,
****** ****
Billing Center Quality Specialist
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 for your assistance in resolving this matter, I appreciate it greatly.

Regards,

**** **********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband was prescribed to be on a wound vac rented through Apria Healthcare during February/March, 2013. I received bills from this company in March and April of 2013 which I paid in full. In May, 2013, I contacted the company to confirm that my account was paid in full and was assured that it was. In October, 2013, I received a phone call from Apria's collection department that I owed over $800. I had received no bill but was informed that my insurance company had denied coverage and the patient was therefore responsible. I contacted my insurance company and was told that this was a lie. The insurance company had not denied anything, but was waiting on medical records and that we were not responsible for anything until it finished processing. The medical records were finally processed by the insurance company in January, 2014, and several of Apria's claims were deemed "medically unnecessary" and denied. On February 24, 2014, I received another phone call from Apria's collection department stating that we were responsible for $1600 of denied claims. On February 26, 2014, I contacted my insurance company and was informed that since Apria is a preferred provider their contract with the insurance company states that the patient is not responsible for any amount adjusted or denied by the insurance company. To date, not included the over $2400 requested by phone, I have over paid Apria by $770. I am currently attempting to get a refund.

Desired Settlement: I am requesting a full refund of all over charges. According to the many reviews I have read about Apria, this is their standard practice. I would appreciate a formal letter stating their commitment to curb their unethical billing tactics.

Business Response: ITEM # 1:  
Requesting full refund of all over charges and a formal letter stating a commitment to curb unethical billing tactics.
 
RESPONSE

We have reviewed Mr. *******’s account and found that the amount that has been paid to Apria in the amount of $888.86 by Mr. ******* is the 30% co-pay due for the received items.
We have resubmitted two claims on behalf of Mr. ******* to *******, after speaking to ******* regarding the claims. As of today Mr. ******* has a $0.00 account balance. If ******* does not pay the two pending claims at 100% then Mr. ******* would receive a new statement with the amount due. If ******* makes a payment over their 70% allowable we would refund Mr. ******* any credit due him.


We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Complaint Details Unavailable
4/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In the first week of February I received a recorded message from Apria Health Care Systems that my credit card had expired or there was some other reason that the payment was refused. When I call to find out what happened, after a half an hour waiting, the representative that I spoke with said that payment had been made and that maybe it had been refused and resubmitted. The next week I received the same recorded message again. I called again. This time I had a forty-five minute wait. When I finally spoke with a repetitive, she told me that they do that when a credit card is due to expire. The credit card that I have on file with them didnt expire until the end of March. They started these harassing phone call a full two months before the credit card was due to expire. I received these lying, harassing phone calls every week until I finally received my new credit card with a new expiration date and contacted Apria today with the new date. I asked the representative if this would stop the calls. She replied that it should but added that they were perfectly legal.. I wouldnt have minded these calls hadnt been a lie and that I had actually owed them money. I probably wouldnt have minded if they were honest and said that my card was due to expire. It wouldnt even been so bad if it had been a real person that I could have talked to instead of a recording. All the people that I have dealt with at Apria have been very nice, helpful and informative. It is just sad that they are tainted but a corporate philosophy of lying. It has to make me wonder about what else the company is lying.

Desired Settlement: All I want is for them to change this policy of harassing their customer when they haven't done anything wrong. If they really want to inform us that a CC is about to expire, Say that, Once. Don't tell us that it already has expired thereby wasting our time trying to contact them on their extremely busy help lines. I wasted a good three hours of my time checking my account online, contacting my bank about this, and waiting in queues to speak to their representatives.

Business Response: ITEM # 1:  
Mr. ********** states that the policy of calling patients regarding an expired credit card or the credit card on file had been refused needs to be changed. He states that he wasted his time trying to get the issue resolved because the message did not give truthful information regarding the credit card.


RESPONSE
We apologize for the inconvenience this may have caused. We have reviewed our outbound credit card recorded message and we are working with the correct teams to see about having this information updated. We understand that we need to state that the credit card on file is about to expire and we need the updated expiration date. We appreciate Mr. ********** bringing this matter to our attention. 


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 9, 2013, I contacted Apria to replace a medically necessary durable medical device (CPAP machine)with which I cannot sleep. On three separate occasions I was told by a woman in customer service by the name of "*****" that my local franchise would be calling me to set up an appointment to pick up my new machine. (I had had a sleep study done in 2004 where it had been determined that my suicidal impulses where being caused by a lack of necessary sleep. I had been hospitalized for such and had informed "*****" of the importance of immediate remedy.)After I was not called. on three separate occasions during the months of December 2013 and January 2014 I was told that I needed to get "prior authorization" from my physician. This had been authorized in early December by my primary physician, Dr. ******* ******. Each time I called (because no one had called me back) I was told that they STILL needed authorization. After the fourth call, "*****" informed me that my insurance would not cover a $1,200+ cost of the machine and that my deductible was $1,500 and that she "was looking right at my insurance contract". I called my insurance company, Blue Cross/Blue Shield of VT, and verified that my deductible was $100 plus a $149 co-pay. I asked BCBS/VT to call Apria to straighten them out. Finally on January 9th, 2014, one month from the original contact date with Apria, I kept an appointment to get my machine. I was charged $300.61 for the entire set-up, which I paid with my debit card (this was $51.61 more than I was quoted).On February 3, 2014 Apria automatically deducted $76.59 from my bank account by using my debit card number that was saved on file for "authorized future payments." I never authorized any further withdrawals. I have notified Apria and my bank of the error and informed them that I would be filing a complaint with the BBB and the State's Attorney General.

Desired Settlement: Given the medical crisis that this nearly caused, I do not seek monetary compensation, but feel that the company should be fined and /or punished for its negligence and misstatements.

Business Response: ITEM # 1:  
Delay in set up of new equipment, billing issues and miscommunication regarding account.
 

RESPONSE
Mr. ******** has filed a complaint with the State of Vermont Attorney General simultaneously with the Better Business Bureau office. We are in the process of researching all of Mr. ********’s issues and will send him a written resolution letter once we have completed our investigation. We apologize for any inconvenience this may have caused.


Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ***** Healthcare keeps sending bills for service on a non-existing wheelchair. We call to dispute the bill which takes hours as we are placed on hold. They state that we received a wheelchair in 2002. We did receive it but it was returned once it was no longer needed. We had the wheelchair for about a month. This fraudulent billing only began about two years ago. With each bill, I call and explain that we don't have the wheelchair, much less was there any service done to it. The ***** staff person eventually agrees to correct the problem, this doesn't happen as we receive yet another bill from Apria. The bill is eventually sent to collections. Then we begin phone calls to West Asset Management collection agency. Once that bill is finally resolved, we begin the whole cycle all over again as a new bill arrives with a new service date. The latest bill from West Asset Management is dated January 20, 2014.***** is unresponsive to our complaint that there was no service. And this appears to be fraud as we are getting billed for a service that was never agreed to nor was it completed.

Desired Settlement: We ask that ***** correct there records reflecting that we do not have their wheelchair and that they stop billing us for services that were never requested or completed. Please stop all future contact with us whether it be by mail, phone or any other method and no contact by a contracted agent.

Business Response: ITEM # 1:  
Ms. ******* states that the wheelchair was returned after using for a month and she should not be receiving any statements or calls from ***** or collections.

RESPONSE
We have reviewed the account and found that the equipment has been picked up in the system so the billing will stop. The amounts referred to collections have been removed and Ms. ******* has a $0.00 balance with ***** as of today.


We apologize for any inconvenience this may have caused.
Sincerely,


****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare has been calling us over and over again with an auto dialer which tells us to press 0 to talk to someone (about our billing for a shower chair my husband received from Apria). When we do so the call ends. I called Apria and talked to them today. I have had to wait on hold over an hour each time to talk to a rep. I called three times and I was not helpped. I was told to talk to Care Centrex ... they told me to talk to Apria. I could not get help from anyone, about the billing for a shower chair that we received 9-27-13. I never received a billing. I do not know what to do about this now. My husband has three insurances, and they all need to be billed, but they have not been.

Desired Settlement: I want Apria and Care Centrex to talk to each other and get the billing sent to my husbands insurance. First insurance is Cigna, second is Medicare and third is Aetna. I want this billing settled.

Business Response: ITEM # 1:  
Mrs. ** **** states that she has three insurances and she would like to explain the billing fro Cigna/Care Centrix and get the balance due paid.


RESPONSE
Mrs. ** **** ‘s account and would like to explain the billing for Cigna/Care Centrix and why we are not submitting claims to Medicare or Aetna..

Apria provided equipment and supplies for Cigna patients and submits the clams to Care Centrix on behalf of the patient. Care Centrix is Cigna’s third party administrator, therefore they pay Apria for the claim submitted and then they have a claim processed by Cigna on behalf of the patient.

If Cigna does not cover the claim at 100% the patient will receive a statement by Care Centriz for amount due. Care Centrix does not file secondary or tertiary insurance claims. The claims to secondary and tertiary have to be submitted by the patient.
Mrs. ** **** would need to contact Care Centrix and request the needed paper work to submit the claims to her secondary and tertiary insurance.

Apria does not submit secondary or tertiary insurance because we do not receive the explanation of benefits from Cigna to submit the claims with the correct paperwork.
As of today Mrs. ** **** has a $0.00 balance with Apria, and will need to contact Care Centrix regarding any billing from them.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Cigna/Care Centrix advised me that they had not received a billing from Apria Healthcare for items delivered for my husband ***** ****** by Apria. When they do they would then bill the second and third insurance.  I am very unhappy with the lack of help from Apria.  I was passed back and forth from Apria and Care Centrix over the course of a full day.  I had to wait over an hour for each call, just to be told to talk to the other company.  I needed a three way conversation to get this resolved.  I have also not received a billing (for my husband) in the mail to address this matter.  My husband had been receiving phone calls that were recordings,  not even a live person.  Not knowing what the calls were about I called Apria which informed me of the charges of 9-27-13.  Per Cigna/Care Centrix, Apria had not sent them a statement for them to be able to bill any insurance company.  Billing issues for my husband ***** ****** on 9-27-13 by Apria need to be sent to  Cigna/Care Centrix, I believe the amount is $119.00 but I am not sure since we have not received a statement. Apria needs to get their billing in order and help the customer when they call in by conferencing the customer with their contracted billing agent so all parties involved are correctly informed.   



Regards,

*** ******



BBB's Final Determination: Consumer accepted resolution offered by the business.

4/9/2014 Problems with Product/Service | Complaint Details Unavailable
3/27/2014 Problems with Product/Service
3/27/2014 Problems with Product/Service
3/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria overcharged on the monthly fee for oxygen. On 1/13/13 I filed a complaint with the State of Hawaii Office of Consumer Protection (OCP), case no. *********. On 4/23/13 I received a check from Apria for $807.63. Since then numerous false charges appeared again on the monthly statements from Apria. On 8/8/13 I filed a new complaint with OCP, case no. *********. Ms. ***** ** ****** replied 'The issues in this complaint are identical to that filed in OCP Case Number *********'. She suggested to contact Apria or Kaiser. The remarks I made on the pay stubs were always ignored by Apria. Product_Or_Service: Oxygen Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund On stement date 9/19/2013 the false 'Amount Due' was $151.43, I paid $33.66, thus Apria owes me $117.77.

Business Response: RESPONSE
 
Per Apria’s investigation of the account we did not pick up the upgrade fee charge in our system when the original complaint was delivered because of this it caused Apria to charge the member for seven upgrade fee charges to our patient. We have processed payment reversals to the upgrade invoices that were supposed to be fixed previously last year and applied the patients cash to the current due charges for co-pays that are not for the upgrade fee. We have contacted the patient and explained to him of our findings that we have identified a total of $151.77 in posted revenue to invalid invoices, we explained to him what our processes were and he was satisfied with our results. Upgrade charge fee was picked up and removed from their responsibility going forward. 
 
 
Sincerely,
****** ********
Collection Supervisor  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

**** *. *****


Apria overcharged on the monthly fee for oxygen. On 4/23/13 I received a check from Apria for $807.63. Since then numerous false charges appeared again on the monthly statements from Apria.  As of statement date 11/19/13 Apria owes me $151.49. In the telephone conversation I agreed to Apria's calculation of $151.77. As of this date, 1/8/14, I have not received a check for $151.77 from Apria.

Business Response: ITEM # 1:
Mr. *****’s states that he was overcharged for the monthly fee of oxygen. Mr. *****’s states that he has not received his refund check of $151.77 that he was told he would receive in a telephone conversation.


RESPONSE
We have reviewed our records and see where Mr. *****’s spoke with an Apria representative on December 17, 2013. The Apria representative explained to Mr. *****’s that the billing had been corrected so the upgrade fee would not be charged going forward. Mr. *****’s was also informed that the credit of $151.77 would be applied to current co-pay charges month – thru – month. Mr. *****’s expressed his satisfaction with the finding and outcome.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

**** *. *****


I agreed to Apria's calculation of $151.77. How could I have agreed to 'the credit of $151.77 would be applied to current co-pay charges month-thru-month', when the monthly charge for oxygen is $3.44?

 
In addition to 151.77 that Apria owes me, Apria collected $172.27 for a hospital bed, when I only needed to pay $30.22. I submitted a complaint on 1/21/14.
 
Apria owes me $151.77.plus $172.27 minus $30.22 = $293.82. I request $293.82 to be paid by check.

Business Response: This letter is in response to the complaint referenced above submitted by **** *****,
to the Better Business Bureau. 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
Mr. ***** is requesting to be refunded the amount that he has overpaid.

RESPONSE
We had spoke with Mr. *****'s in December and explained  that the overpayments would be applied to 
his open balance and that is what has been occurring. However, per Mr. *****'s request  we have 
started  the process to have him refunded  in the amount  of
$152.43. The remaining amount  of the amount Mr. *****'s feels he is due has been
applied  to his current  invoices that we have reviewed and are correct. Mr. *****'s open balance 
as of today is $94.50. We apologize for the miscommunication as our goal is to
ensure customer satisfaction as well as accurate  billing.

 

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

3/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been sent to collections for a co-pay that I do not owe. My daughter stopped using Apria's equipment back in March 2013. At the time I was told no co-pays were due as the insurance provider had not responded to the claim. Once the claim was returned I was told there were two co-pays I was responsible for in June 2013. I disputed one as the credit had been taken from my bank account but not applied to the Apria Account, which was confirmed by a Apria Billing representative. Once the credit was applied I was only to pay one co-pay, which I did. A week later Apria took a second payment, which I did not authorize. The company confirmed the second payment was in error and there was no balance on my account. A month later I receive a bill for another co-pay, but when I called to ask for an itemized bill I was told there was no balance on my account and in fact I was owed one co-pay by Apria. Two months ago, in January I received a bill for two co-pays. Once again I called to confirm they were accurate and was told I only owed one co-pay since Apria still owed me back from the co-pay that was wrongfully taken. At which point I asked the Billing representative to please credit the co-pay I was to be refunded to my account and I would pay the remaining co-pay, which the billing representative agreed would happen. Last month I received a bill stating I was now 30-days late on a co-payment, but when I called to inquire I was told there was no balance and the refunded amount was being credited to my account and to disregard the notice. On Thursday of last week I received a notice from a collection agency stating that if I did not pay the co-pay the information would be sent to the credit bureaus.

Desired Settlement: I would like to either get the co-pay that is supposed to be refunded credited to the account so that I do not have to pay any more money to this company as it has been a complete headache. If that is not possible I can pay one co-pay out of pocket and then Apria needs to send me the amount I am owed for the wrongfully charged co-pay from a few months ago.

Business Response: ITEM # 1:  
Ms. ****** states that the amount referred to Collections has been paid. She is requesting to have the amount removed from collections or she will pay, however she wants to be refunded for the overpayment that had already been made. 

RESPONSE
We have reviewed *********’s account and found that the amount that was referred to collections had been paid. We apologize for the inconvenience this has caused. We have removed the open balance of $54.60 from collections and requested the amount be removed from her credit report if reported.

Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Apria Healthcare for a new sleep machine. At point of sale, was told that I would be paying a small monthly fee as well as a one time fee. I also signed up for the monthly deduction plan to have automatic payment. At first it worked okay but then in December a payment was taken out of my account without any warning or notice. I use many different types of automatic payments and all of them give me some type of warning that the payment is going to be deducted. Apria did not. This caused my bank account to be over drawn. I called the company and was told that the payment was because my insurance company would not pay the rest because I did not reach the deductible. That is fine and I understand but they would not give me a good reason why they did this without telling me or my permission. After waiting at least an hour on hold, I was told that this is normal practice. This made me very angry and I will admit that I got very loud and belligerent. I told them to take me off the automatic payment and I will pay by snail mail. I checked again this month and found that apparently this did not happen. This company is rotten and needs to be punished.

Desired Settlement: I would like my money paid back that was taken without permission or notice, plus the amount of the overdraft fees for each transaction that went into the red because of their choice. This would total about $400.

Business Response: ITEM # 1:  
Mr. ***** states that Apria did not inform him of how the recurring credit card would be processed and when he requested that the card be removed it was not. He is requesting a refund for amount charged and over draft fees.  
    
RESPONSE
We have reviewed Mr. ***** account and found that he received a CPAP unit, humidifier and supplies on September 23, 2013. Mr. ***** set up his credit card on the account to be charged co-pays, deductibles or out of pocket not covered by his insurance. We apologize if the details of the recurring credit card were not explained to Mr. *****.
 
We do show that Mr. ***** requested for the recurring credit card to be removed on January 9, 2014. We have used this as a training opportunity with our representatives for not completing the request for Mr. *****. We have removed and inactivated the credit card from the account as of today. We apologize for the delay and issues that this has caused.

We started the process to refund Mr. ***** the credit on his account as of today of $232.02 by check. We would need to have proof of the overdraft fees before we would be able to assist with refunding Mr. *****. If Mr. ***** would take a copy of the overdraft fees over to the local branch manager would be able to request a refund for the overdraft fees and have a refund check processed for him.  
  
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare's corporate office is making decisions over Doctors orders. I have a prescription for a portable oxygen concentrator which Apria Healthcare will not fill until i do their 6 week program of portable oxygen tanks. I completed their corporate program and returned the portable tanks and have been waiting 6 to 8 weeks for them to order the portable oxygen concentrator. I called and was informed it was on order. After waiting and still not hearing anything I called again and was informed my insurance company denied it. I called my insurance company to find out they did not deny it at all. Called back to Apria and am now informed that all portable oxygen concentrators are no longer being ordered and only those on a wait list would receive one. Apparently someone at corporate has decided that it is a convenience item and only certain people will receive them that have certain insurance. My insurance company will cover a portable oxygen concentrator and because they feel they are loosing too much money on them will not issue them. Apria should not be in a contract with United Healthcare if they can not fill the orders and are trying to save money. Yes this is what the manager at Apria informed me of who is holding all concentrators and not ordering more as it is a convenience just like breathing apparently.

Desired Settlement: I would like Apria to hold up to the contract that they agreed to when they signed up with United Healthcare as a provider of Durable Medical Equipment. Apria should not have the right to choose over the Doctor what type of Durable Medical Equipment is issued and follow the Doctors written orders as the Doctor knows the patient best.

Business Response: ITEM # 1:  
Request for Portable Oxygen Concentrator



RESPONSE
Apria Healthcare is currently not purchasing portable oxygen concentrators. We have several other systems available for oxygen portability. We have also informed ********* that she currently does not qualify for portable oxygen. Again, We apologize for any miscommunication on our part that may have resulted in this complaint.
 

Sincerely,
***** ***
Sacramento Branch Manager
Apria Healthcare

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In 2011, my son required a bili-blanket for neonatal jaundice. Apria delivered the blanket to our home and it was returned in accordance to the aggreement. Later when the bill was received I could not pay off the remaining balance and set up a payment plan. During this time frame I learned that I had enough funds on my flex spending account(FSA) to fulfill my debt. I remitted full payment via the invoice using my FSA. Through mulitple calls and talks with various representatives I have learned that my account was turned over to collections just days before my invoice was recieved. My payment was NEVER processed by Apria because it did not show a balance since my account was turned over to collections. I was not notified that my account was in collections until months later, at which point I could not get the collection agency to assist me with contacting Apria to resolve this account. These delays prohibited me contacting anyone in a timely fashion, so that they could still collect on the designated funds. A representative at Apria informed me to submit proof that my FSA was not deducted and she would work to remove the account from collections. Months have went by and still no one will remove my deliquent account from collections, as the staff at Apria have told me I have not paid on my account; despite them NEVER processing my payment. Due to it being an FSA these funds are no longer available due to federal regulations. Other than this 1 individual, whom I have personally tried to contact and cannot, Apria staff will not remove this balance despite admitting their error. However, notations on the account have caused the collections agency to pull the negative report from my credit report. Representatives at Apria's billing specialist center will not call me back even after stating that they will. I simply want Apria to write off this bill and retract it from collections as they failed to process my claim and I can no longer access these funds.

Desired Settlement: I want Apria to write off my balance, which I attempted to pay. It is not reasonable for me to have lost nearly $500 dollars in FSA money and be expected to pay another $500 dollars today. Their loss would be just under $500 by writing this off and retracting my account from collections. Forcing me to remitt a second payment would cost me a loss of just under $1000 due to their error. I want my balance erased and the account pulled from collections.

Business Response: ITEM # 1:  
Ms. Subramanian states that Apria needs to remove the amount from collections an zero the balance out.

RESPONSE
After reviewing ******’s account we have removed the amount from collections, leaving Ms. *********** a $0.00 balance. We apologize for any inconvenience this may have caused. 


Sincerely,
****** ****
Billing Center Quality Specialist 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A few months ago Apria requested my VISA number or said they would no longer send medical supplies for my wife who has ALS. That gave me know choice. For the last two years dealing with this company, try as I might, I can never get paid in full on my account. Their statements do not even explain what the new charges are for. Since the first of the year they have charged my VISA three times. One for new supplies which is what I was quoted over the phone and that one is ok, but the same day there was another one, which I was told came from December, but from my last statement I was caught up. Then I was charged again for the rental fees for some equipment. The only way I can keep track of this is to now line it up with my insurance claims, because they say I will no longer get statements. As of today I have not seen any claims from Apria since the first of the year.

Desired Settlement: To stop the practice of auto billing VISA.

Business Response: ITEM # 1:  
Mr. ********* requests that Apria stop the practice of auto billing their Visa.


RESPONSE
We have inactivated the credit card on Mrs. Hollister’s account. A statement was mailed out on February 27, 2014, in the amount due of $98.31. The amount due is for co-pay of $85.20 for the January 6, 2014, rental of the BIPAP unit. And $13.11 co-pay for the February 13, 2014m co-pay for mask cushion and filters.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To Whom This May Concern:Been in conversations with Apria Healthcare individual several times, and, also, with our secondary insurance. The secondary insurance was not billed for services rendered with Apria Healthcare, when I was in conversation with them. If Apria Healthcare would bill them they would pay for services rendered. At the time of services, the primary insurance was Blue Cross/Blue Shield and secondary insurance is Health Alliance. Health Alliance informed me that Apria Healthcare did not file with them to pay for the services and stated if it had been filed, they would pay it. The problem is that Apria Healthcare failed to file the services rendered with Health Alliance, and now any outstanding services have been turned over the the Credit Agency. At this point, I do not have a record of an itemized statement of services rendered, which I requested, so they could be checked against the Explanation of Benefits which comes in the mail by both primary and secondary insurance. The representatives for Apria Healthcare failed to work with the primary and secondary insurances and the patient. Thank you for your time in this matter of utmost concern. Sincerely,***** ** ******

Desired Settlement: Desire to have all services rendered to be sent to secondary insurance (Health Alliance), so the services may be paid. Desire, also, that any services rendered that were sent to a credit bureau should be withdrawn. Desire, the representatives work with the patient and primary and secondary insurances, in a polite and timely manner and send itemized statements, to the patient, so that services in question could be resolved.

Business Response: ITEM # 1:  
Mr. ****** is requesting to have the account resolved and the invoices referred to collections to be withdrawn.

RESPONSE
We have reviewed Mr. ******* account and found that the balance had been adjusted, leaving a $0.00 account balance. The CPAP unit converted to sale on October 7, 2013, therefore there will only be new billing if Mr. ****** orders supplies.

The amount referred to collections was removed and a request to have the amount removed from his credit report has been sent. We apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On the 15th of February I called Apria to order filters for my nebulizer as I have C.O.P.D, and have to take at least two breathing treatments a day, I was told the filters would ship. The following day I received a call from Apria, the woman said I needed a prescription from my doctor for the filters so I placed a call and Dr. ********* office faxed the script over. On the 17th I received yet another call from Apria and was told that they needed my credit card number just so they could have it on file. When I asked if money would be withdrawn from my account I was told that no funds would be taken without my permission, I gave them the information. On the 18th I received yet another call and was told that the filters would be shipped after they mailed paperwork for me to sign. On the 20th I received the paperwork only to discover that in each signature box except the one at the bottom of the four pages, Apria had typed "continued on next page", therefore by signing at the very bottom I would be forced to agree to everything. I called them once again to make sure no money would be withdrawn from my account without notification first. I was assured none would be. Today is the 25th, I have yet to receive my filters and am in dire need of breathing treatments. Also Apria withdrew money on the 17th, the same day I first gave them my card information. Had they informed me up front that I needed to pay for my order I would have done so. I owed them no money and am current on my bills. What they have done shows me they care nothing for the people they are supposed to be helping to stay alive and makes me wonder how many other elderly folks have suffered at their hands.Their deceitful way of getting my credit card information disgust me. If they wanted payment all they had to do was ask.

Desired Settlement: I would like these practices to be stopped. I can no longer trust Apria Healthcare and do not want to do business with them again, however it would be nice to get my filters before I end up in the hospital.

Business Response: ITEM # 1:  
Ms. ******* is upset that she was not explained that her credit card would be charged for the filters she ordered. She would like to also know where her filters are, because she stated that she had not received her order.

RESPONSE
We have reviewed Ms. *******’s account and we apologize for the miscommunication regarding the requested credit card. With the ongoing changes in healthcare, it is now part of our requirement before providing our service that we collect the co-pay amount due to ensure we have our payment secured for the services we provide.

We have provided training to our representatives who did not explain this in detail to Ms. *******. We show that the supplies were mailed on February 25, 2014, if Ms. ******* has not received the supplies; we ask that she contact us to research her order.

We apologize for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria has been unable to process several orders correctly. They are unresponsive in correctly their errors. They are withholding necessary supplies claiming money is due when in fact the amount claimed is not correct. Numerous attempts to discuss the issue with their billing department are not returned. They have not and refuse to send a statement explain why the customer owes the small sum of $4.32 and why they refuse to ship current supplies. Calls to Corporate are not handled, calls to the local offices are not responded too.

Desired Settlement: I would like a correct billing staement so any monies due them can be paid. I would like to receive the needed supplies and the order to be correct.

Business Response: Item # 1: 
The patient had concerns regarding his balance of $4.32 and the accuracy of the bill.

RESPONSE
We have reviewed the charges and corrected the balance to $3.64. The patient provided a credit card for payment.

Item # 2: lack of supplies and incorrect items.

We shipped the correct items and Mr. ***** has contact information from management for any future concerns. Mr. ***** has all the items he needs. I have confirmed that with him.
 
 
Sincerely,
 
***** *******
Market Leader
Apria Healthcare
 
 

Consumer Response:

DEAR *** *****
Yes I remain satisfied at this time and appreciate everything your office did to resolve the issues
I hope that there will be no need for future complaints
****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an outstanding bill with Apria Healthcare, which I have made payment arrangements with in the amount of $100.00 each month. I have been making these payments each month and still I am being harassed by the company that I need to sign up for electronic payment from a debit or credit card. As I have been making these payments each month, I find the constant threats of sending this to a collection agency offensive. If I were not making my payments I could understand this. Is there any way to stop the harassment? Product_Or_Service: Machine for sleep apnea

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the threatening comments removed from my bill each month and the constant harassing phone calls to stop!

Business Response: ITEM # 1:  
Ms. ********* is requesting for the calls to stop regarding her placing a credit card on file for the open balance. She would also life for the threatening comments be removed from the statement each month.

RESPONSE
We have reviewed Ms. *********’s account and found that she is making monthly payment and her remaining open balance is $626.41. We did remove Ms. *********’s phone number from our dialer system so she does not receive any more calls regarding the open balance. However we are unable to stop our statement from having the wording regarding unpaid amount can be referred to collections if not paid. 


Apria’s system is set up to automatically refer an unpaid invoice to collections once the unpaid date of service becomes 270 days old.  We understand if Ms. ********* can only make the $100.00 payment, however we want to make sure she is aware that the amount can and may be referred to collections.

We do apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist 
 






Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* *********

I do not understand how they can send my account to collections when payments are being made.  I feel that payments in the amount of $100.00 is an acceptable amount to pay each month.  Is it legal for them to send me to collections?

 

Thank you,

******* *********

Business Response: ITEM # 1:  
Ms. ********* states that she does not understand how Apria can send her to collections when payments are being made.

RESPONSE
Per Apria’s policy, once an unpaid invoice becomes 270 says old the amount automatically refers to collections. Apria has an approved repayment plan, but understands that some patient’s are not able to pay the amount approved in the payment plan. Therefore we want to make sure that the patient has been informed that the amount may be referred to collections. If the amount is referred to collections the patient can call and set up payment arrangements with the collection agency. The collection agency does not report to the credit bureau if the balance is paid within an appropriate time frame.

We do apologize for any inconvenience this may have caused.

Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently ordered supplies for my CPAP from Apria in mid-January. Apria contacted me on 7FEB2014 advising that I needed to pay a co-pay of $39.24, and I provided a credit card number. They immediately charged me the full amount and advised they would process the order immediately. It is now 26FEB2014 and not only do I not have my purchased supplies, but the company is now telling me that they never charged me for the supplies. I have the statement from the credit card showing that they have charged me.

Desired Settlement: Send me my purchased supplies immediately!!!

Business Response: RESPONSE

After investigating the complaint from the patient in reference to paying for his supplies and not receiving them. I spoke with the patient, the patient was in the right and there was a miss coded supply order for his supplies which caused the delay. The issue was escalated to the correct virtual Customer Service department manager for training purposes. After speaking with the patient; the patient has received his supplies now. He also requested to be taken off the automated call list for his supplies, so we changed the prompt so he doesn’t receive the calls anymore. 


Sincerely,
**** *******
Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My insurance company uses Apria for diabetic supplies. I have no choice. Almost every interaction with them in the past 4 1/2 years has been negative. I've tried to ignore it, but when their poor communication skills & service result in a detrimental affect on my well being, something needs to be done. I called Apria on 2/7/14 to order new diabetic test strips. I had 7 days of strips left. They had to send a new glucometer because my insurance company would no longer pay for the strips for my current meter. I was told it was a talking glucometer. I am not old, blind or stupid & do not need or want a talking meter. The person I spoke with said the sound could be turned off, so I agreed to it. After I thought about it I decided I did not want a talking glucometer. I sent an e-mail to customer service that day cancelling the meter. On Monday, 2/10/14 the meter arrived anyway. I called to find out other options. I was offered one that did not talk & agreed to it. I was told to put the box on the porch for FedEx to pick up & the new meter would be mailed out. 3 days later, I got an e-mail from ****** ******* about the situation. She kept trying to force me to accept the talking meter. She was condescending & patronizing on top of cancelling the new meter without telling me (I have an e-mail from her on 2/13/14 stating she would send it out that day). At that point I was without test strips & could not monitor my blood sugars. My diabetes is controlled by diet & exercise which I manage by close monitoring of my blood sugars. This requires a meter. I told her I wanted no further communication with her, so she once again cancelled the meter without notifying me. I have now gone 9 days without being able to monitor my blood sugars. I spoke with her supervisor, Sharon, today. She finally agreed to send the meter in 5-7 more days. Her excuse- I wasn't "nice". So for 2 full weeks I can't check my blood sugars. Failure to provide needed medical supplies in a timely manner is negligence, pure and simple.

Desired Settlement: I want to be assured that Apria will not withhold the equipment I need to manage my diabetes. I want to treated with respect. I know what I need or want. I want no further communication with ****** Hatcher. She needs to be disciplined for her negligence. Her choices are having a negative affect on my diabetes. If I was on insulin it would have been much worse. She has caused me more stress and anxiety which affects my blood sugars negatively. Apria should be helping me, not hindering me.

Business Response: Ms. ******* contacted our office to request a refill of her diabetes supplies.  At that time we advised Ms. ******* that due to a decrease in reimbursement from her insurance company we would need to change the brand of meter she currently uses.  The change was discussed and Ms. ******* approved the change and the new meter was shipped to her.  Please see the timeline of events that occurred below:
 
9/29/2009 Patient began service with Apria and has been on service since this time.
 
2/6/2014 4:02 PM Patient called in to request refill of diabetes supplies.  Advised patient that due to reimbursement from her insurance we needed to change her brand of meter, discussed Prodigy meter.  Patient approved and new meter was shipped.
 
2/6/2014 4:21 Apria Corp Office Patient and Physician Satisfaction Dept received an email from patient stating she was unhappy with our service and that she didn’t want the talking meter we just discussed with her.  The corp office representative attempted to email patient to gather further information and she was unable.  Corp office rep forwarded the patient’s email to our pharmacy in Riverside, MO on 2/10/2014. We contacted the patient by email.
 
2/10/14 4:33 pm Pharmacy Customer Service sent patient an email to discuss her issues with the meter.
 
2/10/2014 5:47 PM Patient called into Pharmacy Customer Service and stated she had decided she did not want the Prodigy meter because it talked.  The representative she spoke with explained, her only other option was the Element meter and that he had to get permission to send it to her.  He requested that the call on 2/6/2014 be reviewed to determine patient’s satisfaction with receiving the Prodigy glucometer.
 
2/10/2014 5:52 PM Patient called back in to check to see when she should put the meter out for FedEx.  She was told there was no ETA at this time and that she could just put it out for Fed Ex the next day.
 
2/10/2014 6:20 PM  The representative that spoke with her at 5:47 pm regarding switching meter attempted to call her back to let her know that we would not be able to send out the Element because she was told that she could turn off the voice feature and she was ok with that.  The representative attempted to contact her several times.  On the third attempt she answered and when he notified her he was calling from Apria and had important information for her she stated she didn’t want to speak with him and hung up.
 
2/11/2014 10:03 AM Patient emailed Pharmacy Customer Service representative and stated she did not want to be contacted by phone, that she was unhappy with almost every transaction and that she wanted to be able to order on-online.
 
2/11/2014 9:51 AM  Representative emailed patient back, apologized for the experiences she has had in the past, explained that we do not have the capability to place order on-line.  Explained that if ordering on line was an expectation that there are other diabetes supply companies that offer on line ordering and she may prefer to contact one of them.  Let her know that an order for a different meter, the Element meter had been placed for her and she should be receiving that package.
 
2/11/2014 2:34 PM Received email from patient stating same concerns
 
2/12/2014 4:49 PM Representative emailed patient back, apologized and explained that we’d be replacing the Prodigy and gave information about the call tag for its pick up to be brought back to our office.
 
2/13/2014 8:96 AM Patient confirmed receipt of email and expressed concerns
 
2/13/2014 9:42 AM Received email from patient stating she was unsatisfied with our service that she would be putting in a formal complaint with Better Business Bureau and asked that we not contact her again and that she would be attempting to find a new company.  After reading this email the decision was made to stop the replacement order for the Element meter.
 
2/21/2014 AM Patient called pharmacy customer service.  She stated she still wanted the meter and she was attempting to find a new company but had not been able to test.  It was discussed that she could pick up supplies from any local pharmacy and she stated that at this time she could not afford to purchase a new meter and could not afford the co-pay.  We agreed to send the Element meter to her again at no cost to her.  She again stated she would notify us when she found a new company that could meet her needs.
 
Ms. ******* has been on service with Apria since 2009.  Ms. ******* has stated that she is unhappy with our service multiple times over this time period.  We have advised Ms. ******* many times that she may choose another provider to supply her diabetes products. 
In closing, we provided Ms. ******* with a different meter, The Element, at no cost to her to use while she searches for a new company that will meet her needs.
 
Sincerely, 
 
****** ******
Apria Healthcare, LLC
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Problems with Product/Service | Complaint Details Unavailable
3/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They keep sending bills. My insurance company has already told me I am compliant. They stop by unannounced and ask for equipment back. Harassing phone calls

Desired Settlement: Leave me alone. Send bills to my insurance

Business Response: ITEM # 1:  
Mr. ******* states that his insurance has told him that he is compliant and he is requesting that Apria bill his insurance.


RESPONSE
We have reviewed Mr. *******’s account and found that he received a CPAP unit, modem, humidifier and supplies on July 23, 2013.
 
On October 28, 2013, we received notice from CareCentrix (Cigna’s third party biller) that Mr. ******* was non compliant in usage and they would not extend the authorization.

We left messages for Mr. ******* on November 4, 2013 to inform him that he was non compliant with the use of the CPAP unit and he would need to return the CPAP or place a credit card on file to pay self pay price for the CPAP unit.

Apria received a second notice from Care Centrix on November 8, 2013, that Mr. ******* was non compliant with the CPAP usage. We continued to leave messages for Mr. ******* to contact us regarding the CPAP unit.

Apria spoke with Mr. ******* and explained on November 12, 2013, that CareCentrix states he is non compliance with the CPAP usage and Cigna would not cover the cost. The Apria representative explained that he would need to return the CPAP unit or place a credit card on file to cover the cost of unit. He stated that he would call Cigna and get back with Apria on what was going on.

Cigna contacted Apria on November 13, 2013 regarding the pick-up of the CPAP unit and stated that they would review and call back.

Apria tried to pick up the CPAP unit on November 19, 2013, however, Mr. ******* would not give Apria representative the CPAP unit.

On December 30, 2013 Mr. ******* called regarding the balance and stated that his insurance should be paying for the CPAP unit. After speaking with Mr. *******, we received a call from Cigna regarding the billing. We explained the denial from CareCentrix that Mr. ******* was non compliant in his usage and the insurance would not cover the cost of the CPAP unit. We explained that we had informed Mr. ******* of this and he would not return the CPAP unit and had been informed that he would be responsible for the cost of the CPAP unit. Mr. ******* then contacted Apria back and stated that his doctor had sent in a prescription to show the need for the CPAP. We explained that the prescription was not needed, the insurance was not paying because he was non compliant with his usage.

Mr. ******* stated that he took the modem off because he got tired of people calling him. The Apria representative requested that Mr. ******* put the modem back on the CPAP unit and use until enough information had been collected to see about getting another download.

As of today Mr. ******* has an open balance of $537.10 and his CPAP unit is renting under self pay pricing.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My CPAP machine including headgear and mask was delivered on September 7, 2013. Original cost was $300.00 for everything.In early November I received a bill for $273.38. I contacted the the billing department (###-###-####) and spoke with ********. She said I only owed $92.11 for the headgear and mask. I stated I would not be paying the bill and would contact Mr. ******* ******, the Brooklyn location Branch Manager, to rectify the issue.11/6/13 - spoke with Mr. ****** who stated he would speak with my original contact *******, Branch Manager in LI. to confirm I was to receive the CPAP machine and all relative equipment for $300. Mr. ****** contacted me on 11/6/13 stating that ******* confirmed the $300 payment was all inclusive and my bill would be adjusted.In early December I received another bill for $92.11.12/6/13 - Called the Brooklyn location, spoke with ****** who said Mr. ****** was not in the office, and would send an email to him regarding this issue. I never heard back from Mr. ******.12/11/13 - Contacted the Brooklyn location, spoke with ******* and asked for Mr. ******. She stated he was not in the office and she would relay the information via email. She said Mr. ****** would then contact me. I never heard anything.12/16/13 - Left a detailed voicemail for ******* to please contact Mr. ****** to rectify this issue. I never heard back from ******* or Mr. ******.12/18/13 - Called Mr. ******, spoke with ****** who stated Mr. ****** was not in the office. She said she would leave him a detailed voicemail. I never heard back from Mr. ******.12/19/13 - Contacted the billing department, spoke with ***** to see if perhaps this issue had been resolved on their end; it was not.12/19/13 - Filed complaint with the Office of the Attorney General.

Desired Settlement: I am extremely dissapointed that I cannot reach Mr. ****** or ******* who are both branch managers. It is highly unprofessional that after leaving numerous voicemails, I have not received a response. I would like my bill adjusted to a $0 balance, as I am concerned this matter will affect my credit I appreciate any action you take to bring this matter to a satisfactory resolution.

Business Response: Item # 1:  Ms. ****** does not believe that she is responsible for the CPAP supplies that she was provided on 9/7/13 .   She believes that  she was quoted a price of $300.00 for all equipment.   
 

RESPONSE :  Ms. ****** has no DME coverage under her insurance policy,  Ms. ******’s MD , ***** **** asked if we could provide special pricing for Kim, since she really needs this CPAP unit.  Ms. ****** was quoted a price of  $300.00 for the CPAP  Unit  only.  The heated humidifier was  $181.27 , and the CPAP mask 70.79 and the headgear of  21.32.    The original SSRA that was signed by the patient specifically states that price.  We are sorry for the misunderstanding, but we have provided the equipment and need to be paid for that equipment.
 
 
Sincerely,
 
******** ********
Area Operations Manager New York
Apria Healthcare.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

*** ******

My initial discussion was with ******* in the Long Island Office and she informed me the price was $300.00 including the mask and headgear.  The original contract I signed on September 7, 2013, was for a total of $379.00 - $300 for CPAP unit Remstar Plus C-FLE & $79.00 for CPAP Kit Nasal Comfortusion.  The contract states:  Sub-total $379.00 minus the $300.00 cash payment leaving a total of $79.00.  Their was no Outstanding Balance - It is listed as .00.  I also stated prior to my delivery that I did NOT want the humidifier.  The humidifier was delivered with the CPAP unit and I told the gentleman I did not order the humidifier.  I also told him I did not want to keep the humidifier since I did not pay the extra $273.38, which it cost.  He said to keep it and make a decision later.  I contacted the Brooklyn office and was put in contact with the branch manager, Mr. ****** ******.  After I explained the situation we made arrangements for a pick up on 10/11/13.  I received a bill in late September listing Patient Responsibility Per Insurance:  $21.32, $70.79, $181.27, and $300.00.  This totals $573.38 minus the $300.00 initial payment totals $273.38 which is the price of the humidifier.  Their is no indication that I owe $70.79 and $21.32, only the $273.38 for the humidifier that was picked-up.  I recieved another bill in late October for a total of $273.38 which again indicates the cost of the humidifier.  On 11/4/13 I called and spoke with ******** and stated I was not paying this bill.  I contacted Mr. ****** regarding this issue and he stated he would contact ******* to confirm I was receiving all the equipment (CPAP unit, mask and headgear) for $300.00.  He called me back that day and stated that ******* did confirm the $300.00 was all inclusive, and that my bill would be adjusted.  In late November, I recieved a bill for $273.38 minus $181.27 and that I now we $92.11.  On December 6, I called Mr. ****** and was told by ******* he was not in the office and that a message would be relayed to Mr. ****** via email.  I did not hear back from Mr. ******.  On December 12, I left a message for ******* to please contact Mr. ****** to rectify this issue.  I never heard back from ******* or Mr. ******.  On December 18, I again called Mr. ****** and ****** said she would try Mr. ******'s line, and then stated he was not in the office, and she would leave a message for Mr. ****** to contact me - I never head from Mr. ******.  On December 19, I contacted the billing department to see if this issue and perhaps been resolved and was told no one had contacted them.  On December 19 I filed a complaint with the Office of the Attorney General.  In late December, I received another bill for $92.11 with a message on the bill stating "This is at least our second letter to remind you of your outstanding balance.  The amount indicated above is your responsibility.  Your account is now past due.  Please pay your open balance immediately to resolve this past due account today."  On January 2, I filed a complaint with the BBB.  On January 3, I received a call from the billing department regarding the $92.11 payment.  I explained the situation and they were going to document details.  In late Januaray, I again received another bill stating I owe $92.11. 


Business Response: ITEM # 1:  
Ms. ****** does not believe she is financially responsible for the CPAP supplies she received from Apria Healthcare.

RESPONSE
While we do believe that Ms. ****** should pay for the supplies she received from Apria Healthcare, the billing center has adjusted her outstanding balance. Ms. ****** has no outstanding balance at this time

Sincerely,

******** ********
Area Operations Manager New York
Apria Healthcare 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received infusions and supplies from Corum Specialty Infusion Services Their Tel. number is: ###-###-####. An Apria Healthcare Company for a period of 6 weeks from August 2013-Sept.2013 in which I was required to pay COD to their oourier before receiving my supplies and anti biotics, I have documented proof of payments to Corum for a total of $1,800 despite having Aetna Insurance, I paid up in full for all infusion services over this entire period of time.Despite this I have received a total of 3 Bills over the last couple of months demanding payment of $1500 on the first bill, then $1100 on the second bill, I just received a third bill for $311.11 I called the company on each bill and spoke to their representatives going over all of my payments with check numbers and dates of payments made that correspond to their bills proving I paid them in full, despite this I keep receiving more bills form Coram for services I have and Aetna has already paid for. As a matter of fact, I have paid them the entire amount and on their bills to me it shows Aetna has paid them as well so they owe me a great deal of money for overpayment! Ex. In my checkbook I paid $327.06 with my check number on Sept, 11 2013 Aetna also paid them $15.26 according to their own bill and now they mailed a bill to me to pay them $311.80 for same service I have already paid for. This has continued for months and I am very stressed out from them expecting me to pay twice for the same items over and over again.Thank you so much for your help on this matter.***** G. ********* Product_Or_Service: Infusion anti biotics, supplies, weekly nurse

Desired Settlement: DesiredSettlementID: Other (requires explanation) Please have Coram Infusion services stop hasseling me with Bills continuing to come for services and items that I have already fully paid for and to refund me for over payments described above.Thank you for your help on this matter.***** ** *********Email: **************@hotmail.com

Business Response: ITEM # 1:  
Billing Issue


RESPONSE
A worksheet was sent to Mr. ********* with the details regarding the invoices and amounts, the insurance payments we have received and his payments for the services provided by Coram from 8/13/13 until 9/24/13. Mr. ********* was given my information to contact should he have any additional questions.


Sincerely,
**** ********
Branch Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** *********


Dear Better Business Bureau Associate:

 
First of all what Mr. ******** fails to relate to you is that all infusions were handled by Coram Healthcare on an absolute COD basis, I received nothing until Coram received their check for payment in full, I fully paid my portion of $1800 before the insurance company paid their portion. I have all of the check numbers with amounts paid to prove that I paid all amounts due.
I have been continually harassed by the company with the exact same payments and dates of payments despite continually proving to  them over and over again that I have paid in full.
Mr. ******** not only owes me the remainder of overpayments I have made after Corum received Aetna Insurance Payments but also an apology for the harassment caused to me by his company.
Please do investigate this matter.
I have for the record never  received this statement that Mr. ******** said I did but received weekly bills from the delivery service which again I fully paid COD before taking delivery.
Please put an end to this disturbing matter where Corum is trying to collect twice for the same service and supplies rendered  and at the time I was suffering from a very serious infection!!!!        
 
Thank you,
***** G. *********

Business Response: ITEM # 1:  
Billing Concern

RESPONSE
I have attached a worksheet with the details regarding the invoices and amounts, the insurance payments we have received and your payments for the services provided by Coram from 8-13-13 until 9-24-13. At your convenience please review the attached and if this information does not agree with your records please let us know.

Again, thank you for contacting us and for allowing us to assist with your home healthcare needs. Should you have any additional questions, please do not hesitate to contact me at *************


Sincerely,
**** ********
Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I authorized Apria to charge my credit card one time for travel oxygen for my husband. On January 27, 2014 they charged my card twice for the same amount $105.00. When I called on 2/4 to inquire I talked to someone named ******** in the Billing Group. She said she could not see the charge but if I could fax her a copy of my statement showing that my card was charged twice they would credit my card back. I faxed the information that same day.On Friday 2/7 I called Apria again since I did not hear back from ********* After being on hold for 15 minutes I finally got a hold of someone who after putting me on hold twice to check something told me that there was a credit on the account because of an over payment of about $71.00. I told her there was no over payment my card was charged $105.00 on the same day in error.She transferred me to a Tier II billing group. After being on hold for over 15 minutes i hung up because it was after 5:00 PM local time. I think that my credit card should be credited for the $105.00's since it was charged twice in error. It is a bad business practice to make an unauthorized charge and then deduct a balance than has nothing to do with the authorized charge.My husband pays for his monthly oxygen on his own and his account is not delinquent.

Desired Settlement: I want my credit card credited for the $105.00 that was charged in error.

Business Response:

ITEM # 1:  
Mrs. ***** is requesting that her credit card be credited for the $105.00 that was charged in error.

RESPONSE
We have spoken to Mrs. ***** and explained that we are processing the refund of $105.00 back to her credit card. We explained that her credit card has been removed and inactivated from the account and Mr. ***** will receive a statement for the amount due She has our phone number if she needs anything and we apologize for any inconvenience this may have caused. 


Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 4, 2013 I wrote a check for $45.00 to Apria to rent a CPAP machine for one month. I returned the machine on November 29, 2013. Instead of cashing the check, Apria received money from my checking account using ACH telephone method. I didn't realize this until the next month, when on December 6th, Apria took another $45.00. When talking to the credit union I discovered that they had arranged to continually take out $45.00 each month, so I had to pay $25.00 to prevent that from happening. I have called Apria a total of 10 times, and each time was assured they would "fix" the problem. The last time was on January 10, 2014, and a representative assured a refund would be forthcoming. Today I received a bill for $36.54 for previous services, meaning they did not acknowledge that they owe me the $45.00 they removed in December. The calls go to a central office in Tennessee, and it is not possible to talk to the same person twice; also, the call gets transfered to a "specialist", and they all rely on previous notes made....never by the same person, and with various results regarding notes taken (or not). Today was the last straw when it took 30 minutes to get someone on the phone, and then after 10 minutes taking to her, she transfered me to a "specialist" because she could only find part of the notes....when I was transfered I waited another 15 minutes, the line rang 5 times, then I was cut off. Product_Or_Service: rental of CPAP machine Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund I would like a refund of $8.46 plus the $25.00 fee I had to pay to the credit union to stop Apria from taking more money from our checking account, totaling $33.46.

Business Response: ITEM # 1:
Ms. ******* states that her check was set up as recurring payments, which she did not owe and is requesting a refund.  

RESPONSE
We have reviewed Ms. ********* account and we apologize for the issues which occurred and we have sent training opportunities to our representative’s to ensure these errors do not occur in the future.

Ms. ******* will receive a refund in the amount of $45.00 by check to her home address. The open balance on Ms. ********* account as of today is $0.00. We apologize for any inconvenience this has caused.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria made a $215.00 charge to my credit card on 10/02/2013 for equipment, which they have not credited to my account. I have written and not gotten a response. I contacted the local office, and was told I needed to call the central billing number. I called the central billing number, and was told I needed to call the local office. Cannot seem to reach anyone that can explain/correct this matter.

Desired Settlement: Either properly apply this payment/credit to my account, or issue a refund.

Business Response: ITEM # 1:
Mr. ******** is requesting to have his payment of $215.00 applied to his account or refunded.


RESPONSE
We reviewed Mr. ********’ account and found the $215.00 payment has been applied to open patient balance invoices. Mr. ******** had a credit of $47.43 on his account, in which $30.99 of the credit has been applied to the December 14, 2013 invoice. Mr. ******** has a remaining credit of $16.44 which was applied to future patient balance invoices. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,
****** ****
Billing Center Quality Specialist 
 
 

Consumer Response: Second complaint regarding errors in my account. After seeming to correct previous complaint, an incorrect charge for "misapplied payment" in the amount of $157.36 has been added to my account.

Desired Settlement
Want company to remove this charge from my account.



Business Response: ITEM # 1:  
Mr. ******** states that his account seemed to be corrected; however he has now received a statement showing misapplied payment in the amount of $157.36. He is requesting for this charge to be removed from his account.
RESPONSE


We have reviewed Mr. ******** account and found that his credit card company requested the payment of $215.00 made in December to be refunded back to his credit card. Apria processed that request and that is why Mr. ******** saw the $$157.36 amount as misapplied payment on his statement. Mr. ******** had a credit of $57.64 on his account, which made up the rest of the refunded amount to total $215.00. Therefore Mr. ******** should see that the money was returned to his credit card account and he will owe Apria for the open balance as of today of $157.36.
Sincerely,


****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My business with Apria began in 2011. My doctor ordered oxygen and recommended Apria. I received the equipment. My condition quickly improved. I requested that the equipment be picked up. Instead, they continued to bill my insurance and did not make any attempts to pick it up. In 2012 I asked again and they said that they were continuing to bill me and to give them new insurance information. I did give them information but again requested my equipment be picked up. They never attempted to pick it up. In 2013 I received a bill from a collection agency. I called Apria and they told me that they sent me to collections for failure to pay. I had not paid because there was still a dispute about the equipment being picked up. When I contacted Apria they told me that I should keep the equipment and that they had talked to me many times about picking it up. I requested in writing in November 2013 of all the times they had talked to me about picking up the equipment, all the times that they attempted to pick up the equipment, and other information regarding my account. As of January 2013 I have. It heard anything. I recently received another statement from the collection agency.

Desired Settlement: I would like my account to be taken out of collections, my equipment picked up, and my bill reduced from the time that I first asked them to pick up the equipment. If this is not possible I would request that the matter be taken to court.

Business Response: ITEM # 1:
Ms. ****** states that she had requested for the equipment to be picked up and it was not. Therefore she is requesting for the amount due to be removed from collections and for the equipment to be picked up.


RESPONSE
We have reviewed Ms. ****** account and found that the equipment was picked up in our system on October 31, 2012. At that time the equipment stopped billing and no further charges have occurred. We have record of trying to contact Ms. ****** multiple times regarding insurance issues and trying to set up a pick up date and time. We did not receive calls back from Ms. ******. The balance in collections is the responsibility of Ms. ****** and she can contact State Collections at 866.372.7141 to set up a payment agreement. We believe that we have taken all appropriate steps to resolve this problem.


Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 told that the legal department would call and provide the documentation I requested. That was not done. I was and am willing to pay for the amount I rightfully owe. I agreed to this before it was sent to collections. I want this account removed from collections and I will make payments towards my balance. I am not asking for the the account to be totally refunded. I am asking to have the documentation I requested in writing for my attorney to review and to start making payments towards the balance I owe outside of collections. 

Regards,

******* ******



Business Response: Item #1
Consumer is asking for documentation she requested for her attorney.  She alleges she was told that 
the legal department would provide this.

RESPONSE TO ITEM #1
Consumer sent Apria a handwritten note stating the following (which has been redacted as indicated 
for privacy reasons):

My lawyer needs the following information
-    all records of phone calls incoming and outgoing
-    all communication with the doctor
-    all calls made to and made from [name omitted]
-    all attempts to pick up the machine
-    copies of all written information sent to any address listed on my account
-    form to opt out of arbitration
-    names and titles of those who have called or attempted to call
-    letter on Apria letterhead stating the reason the account was sent to collections
-    contact information to (sic) the legal department

Consumer provided an address where to send the requested items and appears to have signed the 
handwritten note.

Although Consumer may have been advised that her request was submitted to Apria’s Legal Department, 
Apria’s Legal Department has not been able to authorize the production of these records and 
information.  The items Consumer requested are not part of the medical or billing records that 
Apria maintains for Consumer (to which Consumer would otherwise be entitled to inspect, review, or 
receive copies, pursuant to the Health Insurance Portability and Accountability Act of 1996).  It 
is Apria’s policy and practice to require a subpoena or court order to produce internal records and 
information of the
sort Consumer has requested, unless otherwise required by law.  We are not aware of any laws, 
rules, or regulations that would entitle Consumer to the information she has requested; however, in 
the event that Consumer or her attorney feel differently, we ask that they let us know so that we 
may reconsider our position.

Item #2
Consumer has asked that her account be removed from collections so that she may make payments 
towards her balance due.

RESPONSE TO ITEM #2
Apria, unfortunately, is not in a position to accept payments from consumers after their accounts 
have been referred to a third party collection agency.  Ms. ****** should contact State Collections 
at: 866.372.7141 to discuss payment plans.

We trust that this supplemental response adequately addresses Consumer’s concerns. Please let us 
know if Consumer has any additional questions.



Very truly yours,

 
  **** ****** **********
Assistant General Counsel

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

3/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like to file a complaint against Apria, the vendor Kaiser uses to deliver medical equipment and supplies to its members. Apria's incompetence compromises the health of the patients they are delivering to. My Mother had surgery on the afternoon of Thursday, December 19th and a wound vac was ordered from Apria on Friday to be delivered that evening. They were not able to do so, so we were supposed to be a priority for the Saturday morning driver. He was to call and let us know when it would be delivered. No call, no delivery until after 6pm and we still needed to arrange for an RN to hook up the wound vac. Apria seems to run its business like it is delivering paper instead of medical supplies. From what I gathered in speaking with other people is this is SOP for Apria. I find it hard to believe that a Company like Kaiser, who strives for excellence and cares about the health of their patients, would be OK with the liability this poor service brings.It is completely unacceptable to not have needed equipment delivered in a timely manner.

Desired Settlement: Apria needs to either improve its customer service, by adding more drivers and improving its communication channels or get out of the medical equipment business.

Business Response:

Item #1:
Customer complaint that equipment was not delivered in a timely manner as there was an expectation that it was to be delivered within hours of leaving the medical facility on 12/20/13.

RESPONSE:

An order was received from the contracted payor to provide equipment to patient with a delivery time window by 21:00 hours on 12/21/13. Apria made the delivery of the equipment at 18:40 on 12/21/13.

We apologize for any confusion on the requested delviery time as we put forth our best effort to deliver the product by the provided due date and time.


Sincerely,
*** *******
Branch Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I viewed the companies response and I'm not satisfied.    When we found out Apria could not deliver the equipment on the evening it was ordered, we were assured their driver would call us in the morning regarding the delivery.  No call.  As we checked in through out the day we were told that the driver would call and we were never contacted.  We waited for over 11 hours and never even received a courtesy call.  If Apria was not able to take care of it's customer they need to communicate that.  It is unacceptable for a medical supply company to run its business this way.
I want the complaint reopened.
Thank you

***** *******



Business Response: ITEM # 1:  
Customer complaint that equipment was not delivered in a timely manner as there was an expectation that it was to be delivered within hours of leaving the medical facility on 12/20/13.


RESPONSE
An order was received from the contracted payor to provide equipment to the patient with a delivery time window by 21:00 hours on 12/21/13. Apria made the delivery of the equipment at 18:40 on 12/21/13 which was well within the time window given by the contracted payor. We understand that there was verbal communication with Apria afterhours on the evening of 12/20/13 where it may have been stated that there would be a call from the delivery technician on the morning of 12/21/13 and it didn’t occur. This issue has been addressed.
We do apologize for any confusion on the requested delivery time as we put forth our best effort to deliver the product by the provided due date and time.
 
*** *******
Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased CPAP (breathing machine) on 8/5/13. Was told by Jeff I would pay 12.50 a month for 10-12 months. Then it rolls over to a purchase.I would then pay my co-pay. On 10-10-13 my Visa was charged 282.61 without my knowledge.I expected in 12 months I could save money to pay the co-pay. Did not want my Visa charged. Was told their contract with my ins. say's 2 mo,s. rental then purchase. I was mislead from the start. Was never even told the purchase price till 11-22-13.My ins. tells me 10-12 mo's rental with possible extension, then purchase.I have talked to 13 different people, half of them say they will research it, and call me back.. Don't get calls back.I have dates, names & time I have talked to these people.I was told numerous times I was being issued a check refund. I canceled my Visa so they would not charge anymore on it.Was told a check was mailed 11-1-13. Have not seen it.One person even admitted the billing office did mess up. Now they are billing me for 227.79. They still have my 282.61. My co-pay is 20% of 848.68. They are demanding this payment now.Say's it is past due. And they say they do accept monthly payments. On their monthly statements they have never shown the 282.61 they took from my Visa. I needed the 12 months to save some money for the purchase. I filed a complaint with my bank on this also. I am a senior citizen on a small fixed income, please help me. Thank you for your time.

Desired Settlement: Refund of 282.61 by check. Then I will make payments on my co-pay.

Business Response: Resolution Narrative:
ITEM # 1:
Ms. **** states that once she receives her refund by check, she will then make her payments on her co-pay.



RESPONSE
We tried to contact Ms. **** by phone to discuss the refund and open balance. We have issued the check three times and not sure if Ms. **** has received it. We will be glad to assist Ms **** with resolution to her account if she would contact us back at the number left on her voice mail.
We do apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** ****

NOTE:  To respond to ****** ****"s comment about trying to contact me, it is not true.  i'm always home, if not, I have a message recorder on my phone. I received 1 check from them .  They sent a check to my bank to my canceled Visa.  It was returned to them.  They never posted it as returned.  Then they wanted the check they sent me and the one to the bank returned to them.  $505.00 total.  Don't know anything about a third check.  I talked to ****** on 2/24/14 to get answers about new statement.  She told me to go to my bank and find out what happened to the check they sent them on 1/29/14.  I did,  no record of it being deposited in any of my accounts.  Came home, called ****** back, told her to get her accounting department brought up to date.  She called me a few hours later and said they found the problem.  It was returned to them, but not posted  correct. She apologized to me, they then posted the $282.61 they took from my Visa to my account, plus the returned check, then she adjusted the balance to zero.  I asked for it in writing.  She did send me a note as to the balance on my account.  So finally this problem is solved.  Thank you for your help.

 

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 10/29/13, my doctor ordered the equipment for your Capap equipment but I did not receive a mask with the filter. I contacted the company in 11/2013 on 2 occasions and was told they would send the equipment I needed. I went to the office on 12/27/13. I was told that after 12/31/13 they would not accept my insurance. I was told I would receive the equipment by 12/31/13. I contacted them today, 01/02/14 because I have not received the equipment and was told they no longer accept my insurance.

Desired Settlement: I would like for the company to provide the rest of the equipment I need which is a mask with the right size filter and I will not contact them again.

Business Response: ITEM # 1:  

Apria did not supply the mask along with the tubing supply when the order was placed in late October 2013. Upon review of the order, it was canceled in error by Apria Customer Service during the order process. The patient came into our office 12-27-13 but it was too late in the year to process the order timely for payment since Apria is no longer contracted with ******* for 2014.

RESPONSE
I contacted the patient on 2-27-14 and confirmed that she was taken care of for supplies with her current contracted vendor for ******* and she has been. Reviewed her account and explained that we have no current outstanding invoices,.

Sincerely,
****** * *******
Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVER PERVOUSLY CONTACTED APRIA HEALTH CARE ABOUT PICKING UP THE BREAST PUMP. WAS TOLD I WILL BE RECIEVING A PHONE CALL WHEN THEY WERE ABLE TO PICK IT UP.NEVER RECIEVED PHONE CALL CALLED TODAY TO PICK UP AND WAS TOLD I HAVE A BALANCE NOW.EXPLAINED I MOVED TO A DIFFERENT ADDRESS WITH NEW PHONE NUMBER THAT I SPECIFICLY GAVE TO THEM BEFORE DELIEVERY THEY DELIEVERED THE PUMP TO MY NEW ADDRESS THERE RESPONSIBLITY WAS TO PICK IT UP AFTER AND TO GIVE ME A CALL FOR PICK UP.NOW THERE STATEING I NEVER CALLED AND THAT I OWE A BALANCE OF $174.80 I SPOKE TO SO MANY PEOPLE THE SUPERVISOR WAS BEING SO RUDE SHE SCREAMED AND TOLD ME I COULDNT SPEAK TO A MANAGER TOLD HER FIVE TIMES NOTHING AND SHE STATED WE WERE TRYING TO PICK IT UP BUT YOUR PHONE NUMBER WAS NO LONGER IN SERVICE AND THAT ADDRESS YOU ARE NOT LIVING THERE AND I TOLD HER EXACTLY I GAVE YOU THE NEW NUMBER AND THE ADDRESS HOW ELES DID I GET THE DEVICE ?I GOT THE DEVICE BECAUSE YOU GUYS CALLED MY NEW CELL PHONE NUMBER TO COME OUTSIDE OF MY HOUSE TO RECIEVE THE DEVICE TO MY NEW ADDRESS HOW ELES DID I RECIEVE THE DEVICE?NOT ONLY THAT I DID NOT SIGN THE FOR THE DEVICE I WAS AT THE DOCTORS APPOINTMENT I TOLD HER YOU GUYS ARE HOLDING ME ACCOUNTABLE FOR SOMETHING I DID NOT SIGN?FOR ERROR THAT YOU GUYS DID BUT YET YOU DELIEVERED THE PUMP TO MY NEW ADDRESS?SHE STAYED SILENT AND I TOLD HER I WILL SHOW HER PROOF WHEN I MOVED TO THIS ADDRESS I MOVED TO CURRENT ADDRESS SINCE JUNE OF LAST YEAR.SHE STATED I CANT DO ANYTHING I TOLD HER TO SPEAK TO MANAGER AGAIN NOTHING I STATED THAT I WILL CONTACT THE BBB BECUASE THIS IS UNACCEPTABLE. Product_Or_Service: BREAST BUMP Order_Number: ******** Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) TO HAVE THIS BALANCE OF 174.80 CLEARED OUT I SHOULDNT BE ACCOUNTABLE FOR SOMETHING I DIDNT SIGN FOR AND NOT ONLY THAT BUT I GAVE THEM MY CORRECT INFORMATION HOW ELES WOULD I HAVE RECIEVED THE PUMP I RECIEVED IT BECAUSE I STATED MY UPDATED INFORMATION STATED MY SUPERVISOR THEY TRIED CONTACTING BUT PHONE WAS OUT SERVICE.PLEASE HAVE THIS FIXED CONTACT ME AT ANYTIME.I DO NOT WANT THIS TO DAMAGE MY CREDIT SCORE.

Business Response: ITEM # 1:  
Ms. ******* states that she should not owe the balance of $174.80 because she did not sign for the equipment and did give Apria the correct mailing address.


RESPONSE
We have reviewed Ms. *******’s account and found that the Sales Service and Rental Agreement was signed by ****** ******* on behalf of ***** *******. Kaiser only approved and paid for the equipment for one month and the address on the Sales, Service and Rental Agreement was the address that we had on file and was trying to pick the equipment up from, which was the incorrect address. As a courtesy for the misunderstanding regarding the pick up we have removed the open balance of $174.80, leaving Ms. *******’s a $0.00 balance. 


Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Problems with Product/Service | Complaint Details Unavailable
3/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a bill from Apria for $91.95 for dates of service 10/20/12, 11/20/12, 1/20/13, 2/20/13, 3/20/13.I called Apria and was told Medicare didn't pay so therefore I am billed. I called Medicare and was told Mom was in the period of time that was free. Therefore Medicare didn't pay. I called Apria back and was again told because Medicare didn't pay I am billed. I believe I should not have to pay this amount due to Mom being in the "free" time. Mom has been on Oxygen since June 2005 and I have not been billed before. I am not getting any satisfaction with Apria.

Desired Settlement: I would like this bill to be given a zero balance and not receive anymore statements from Apria.

Business Response: ITEM # 1:  
Ms. ******* states that Ms. ******** should have a $0.00 balance and she does not want to see anymore statements from Apria.

RESPONSE
We have reviewed Ms. ********’s account and adjusted the open balance and contacted Ms. ******* and informed her of the corrections to the account.

We do apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This has been going on since 2012 and I have spoke with Apria numerous times on the phone for 3.5hrs at a time. They are billing incorrectly and for more than they are owed. I have secondary insurance that covers what the primary does not and they have only billed my secondary onc. The total cost of the equipment is $636.53 and I have paid $615.00 out of my pocket already. My secondary insurance conference called Apria to try to get this settled and told them it is covered they just need to send the claim. (Apria has spoken with my secondary insurance on many occasions to get the claim filed, but never filed it) Apria has sent me to collections for a debt that I have paid and that is covered by my secondary insurance. I paid it so it does not reflect on our credit report. I called them back and every time I talk to them they state that the amount is more than what they should be submitting to insurance and that they will submit the correct amount. In a couple of weeks a will get a letter from collections. I have had many different statements stating that it is paid in full and then a month or two later I will get a statement stating I owe $600-$900 and when I call in the story is always different and they see what mistakes they have made and the over charge to my account, but it is never resolved and ends with them sending me to collections. At this point they owe me money once or if they submit to the insurance company and they receive their payment. If the equipment is 636.53 and I have paid in $615.00 all that is owed to them is $21.53 and they continually bill for the $636.53. I have full documentation of every conversation, bill with no balance, bill with balance and copy of payment I have paid. This definitely could be defined as billing fraud to insurance companies. We pay a lot of money for insurance and companies should bill it correctly. They billed my secondary one time in the amount of $331.52 all covered but $58.84. For insurance only 305.01 should be billed to cover the remainder.

Desired Settlement: I would like for them to bill my secondary insurance. As much as I have paid my statement to me should not be the $636.53 it should show the amount that I have paid and only owe $21.53. This has been going on since Sept 2012 and every time I call Apria they see the problem, but never resolve it and send me to collections. I want this bill zero out and I will never do business with them again. I have all the documentation.

Business Response: ITEM # 1:  
Mrs. ********* is requesting that Apria bill Mr. *********’s secondary insurance and have his account balance corrected. She states they have overpaid and will be due a refund once the secondary insurance is billed and pays. 


 
RESPONSE
We have reviewed Mr. *********’s account and found that the secondary insurance has been attached to the account and we have submitted the claims for payment. We have reversed the payments made by Mr. ********* and will refund these amounts if his secondary insurance pays.
The amounts in collections have been removed, leaving Mr. ********* a $0.00 balance The amount paid to collections has been keyed for a refund to Mr. *********.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has BAD billing & Collections problems.I went through a sleep study and was told I needed a CPAP after my heart attack.In the beginning my insurance covered most of the expense until I received a letter saying I was in "non-compliance". No one ever told me anything about such a thing until my insurance stopped paying. Once the "hidden truth" was revealed to me about compliance and how it worked, it was already too late, but APRIA setup a payment arrangement with me for $50 a month until all was paid. I was reassured that NOTHING would be turned over for collection as long as I kept my payment arrangement, and I DID. On 1/4/2014 I received a "PAY NOW" bill from APRIA, not for the payment arrangement I have been paying on for months now, but for a total "DUE NOW" of $779.13I called 3 times on 1/13/2014 and stayed on hold almost 3 hours on three different calls, just to be hung up on all three times once the conversation got to the point me asking about collections AND my payment arrangement. Now that APRIA has put me in collection, they are refusing to read my machine, and I just LOST MY JOB, being a truck driver. Without a machine readout I can't complete my D.O.T. Physical and am now about to lose EVERYTHING I own, ALL because of APRIA, their lies, and their dishonest business practices!

Desired Settlement: Fix my account, honor your agreements, and train your staff to settle issues without hanging up on someone. If I am about to lose my home and everything because of APRIA LIES, this WILL become a huge legal issue.

Business Response: ITEM # 1:  
Ms. ******** is requesting that Apria fix her account and honor the agreement that was made with her regarding her payment plan.


RESPONSE
We have contacted Ms. ******** and discussed with her mailing in the download card that was sent to her. We explained to her that anytime she needs a download she can come into the office and it can be downloaded.

We also discussed with her the billing and collections. We explained that we are in the process of having her payment made in February 2014 applied to the collections balance. We have requested that State Collections cease contact with Ms. ******** until her payment is applied and posted to the open balance. We have also requested that any information referred to Ms. ********’s credit report be removed and corrected.


We do apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare Inc is trying to collect on a monthly charge of $43.37 which was to be paid by United Health Care. UHC denied the claim due to a coding error by Apria staff. I informed them, as per UHC to correct the coding and resubmit. This problem was back in May of 2012.Since then, UHC has paid every monthly charge of $43.37 for the following 10 months endingApril 26, 2013. I have written to Apria 2 times and called 2 times. They refuse to acknowledge their error and have now sent this issue to a collection agency. I have written to this agency,State Collection Service Inc. on 2 separate dates and they also ignore me. Please help. Paperwork I have included clearly show that on December 5, 2012 they had resubmitted bill and it was paid.Sincerely,**** **********

Desired Settlement: Please ask that Apria follow protocol and recode this invoice to get paid by UHC.

Business Response: Re:  Apria Healthcare Inc:   Jackson, TN
BBB Complaint Case Number: ********
Apria Patient ID#: **********

Dear Ms. *****:

This letter is in response to the complaint referenced above submitted by ******* **********, to 
the Better Business Bureau. 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#!
Mr. ********** states that Apria used the incorrect code and the amount referred to collections
should have been refiled.

RESPONSE
We have reviewed Mr. **********'s account  and have removed the amount in collections and requested 
that any reports made to his credit report be updated.  Mr. ********** has a
$0.00 balance  as of today and we apologize for any inconvenience this may have caused.

 
Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I need a wheelchair to get around daily, to do my chores in my house and to be able to have a quality of life. My wheelchair is broke and I need a bearing for the left wheel. the customer service person I talked with said they do not provide parts and that I would need a new wheelchair. I asked to be transferred to her supervisor and 10 minutes later she came back on line and stated, I will transfer you now. I asked the supervisor why I was on hold so long and he had no idea. he told me that there is nothing they can do for me and I will need to buy a new wheelchair. I found this ridiculous. I cannot afford to just buy a new one, ihave had thisone for less than a year, I cannot get around at all so because of Apria, I am stuck at home.

Desired Settlement: get me the part I need immediately. I have dr. appointments I cannot get to because of all this. please help

Business Response: Item #1
Broken Wheelchair

Response
Ms. ***** was provided a bariatric wheelchair on January 25, 2013. Because the patient was unable and unwilling to pay her balance outside of the insurance, the wheelchair was considered as lost/stolen. Because of this situation, Apria will not be able to replace or repair the malfunction.

Sincerely,
****** *******
Branch Manager - Peoria AZ

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was referred to Apria from my doctors office to get connected with a cpap machine. The items were ordered and I was to go to a meeting where I was told how to use the equipment. Before arriving I was told I would owe $141.06 that day and then a monthly rental fee of $107.42. So when I received my contract it said I was to pay $141.06 under the due today line everything seemed as though right on. But then a few days later we get charged $705.28 from our bank account. This money was our rent money. We called a manager at Apria she gave us such a awful explanation of how the invoice reads. Most people I have shown the invoice see it the same way we do. It seems as though Apria is billing people in a shady way and make it so confusing people just pay it. Well not us, especially since they took from our rent money.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Out of the 705.28 I would like to only pay the $141.06 which is what my invoice says. Any monies above that need to be returned which total $564.22. And since my rent was late I would like $139.5 to cover that cost.

Business Response: ITEM # 1:  
Mr. ******** states that he was informed that he would be charged $141.06 at time of set up for his equipment; however after a few days his checking account was charged $705.28. He states that was his rent money and needs to have the money returned. Mr. ******** is requesting to be refunded $564.22 plus $139.50 to cover his late fee for his rent.
RESPONSE
We have requested assistance from our IT department to help in researching why the credit card was charged the full amount listed on the Sales Service and Rental Agreement instead of the amount due today.
The local branch has stated that the full amount of $705.28 was discussed with Mr. ********. However until we receive additional information from our IT department, we want to allow more time for our resolution.
We do apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Physician put in a presctiption for cpap machine supplies(mask, filters, tubing) for my sleep apnea and all relevant medical and insurance information was given. this was back in late January to early february of 2014. Numerous calls to Apria have gone unreturned and no supplies have been delivered. Nor have received any communication from them. I have left numerous messages and still no suppllies have been received. These supplies are needed every few months and I have been in need of these items for several weeks.

Desired Settlement: I'd like to receive my supplies and an apology from the company and a commitment to do better.

Business Response:  
The customer complained of his physician sending in a prescription for CPAP supplies late January to early February of 2014. He had stated that he made numerous calls with no response and had not received the supplies. On 2/26/14 the customer received the supplies and stated that he had cancelled his complaint due to receiving the supplies.
 
 
Sincerely,
**** ******
Branch Manager
 
 

Consumer Response:

Please cancel complaint #*******.  Matter has been resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare bills me for a service they never provide to me. I used a company they bought a long time ago but paid for the equipment and the company never provided me any service. I moved to Nevada and Apria started billing my old address in Philadelphia for a CPAP machine I own and they NEVER serviced for me. Their failure to stay in touch with my proper address put my health at severe risk. I found someone else to service my CPAP since Apria's predecessor and Apria were fully neglectful of doing anything but Billing my insurance company fraudulently for services they never performed for anyyone. Now they are trying to bill me as well. This fraud on an account ********** must stop immediately, stop billing me and reimburse my insurance company.

Desired Settlement: I would like all billings that ever happened from Apria to be refunded to Aetna Insurance Company and any bills to me cancelled and refunded if ever paid since you NEVER serviced the equipment I bought with once. You didn't even know I moved to Nevada many years ago, how could you claim to have serviced anything?

Business Response: ITEM # 1:  
Mr. ******** states that he moved to Nevada and Apria has not serviced his equipment. Therefore he is requesting to have the balance removed and any amounts paid refunded.
 
RESPONSE
We have researched Mr. ******** account and found that he did receive his CPAP unit through Praxair. When the acquisition between Apria and Praxair took place in March 2011, Apria picked up the billing for the CPAP unit with Aetna Aetna’s contract for CPAP units are that the CPAP will rent for 10 months and then go into a 6 month maintenance and service agreement. The maintenance and service is billed every 6 months and is for any service or repairs needed on the CPAP.

We have no record of Mr. ******** informing Apria that he had moved to Nevada or that he needed his CPAP to be serviced. As a courtesy we have gone ahead and converted the CPAP to sale, turning ownership over to Mr. ********. We have adjusted the open balance of $58.84, leaving Mr. ******** a $0.00 balance as of today (1-29-14).

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been receiving "past due" statements from Apria Healthcare. Since I have never dealt with them I figured it is a scam. There are two addresses on the statement. The Pasadena CA address is PO Box *****-1157. The second which it says "Please do not send mail to address below" is PO Box ****, Toledo, OH *****-0475. At a recent meeting of senior citizens scams targeted at elders came up in the conversation. I mentioned the bills from Apria and one woman mentioned that she also received a bill from Apria and did not know why. But she paid it because she did not want to hurt her credit rating. Another woman did not remember the company name but also paid an 'insurance' since under $10. Apria lists my account as ********** and reference code ***********. There is no service or product listed on the statement. The past due amount is on $8.92 but if several thousand "customers" pay just because it is under $10 the PO Box fee is more than covered. I Googled Apria and there were a lot of sites with complaints against the company. Payments can be made at epay.apria.com and they also list www.apria.com but your BBB site turned down both for not being a proper e-mail addresses. Product_Or_Service: none Order_Number: none Account_Number: **********

Desired Settlement: DesiredSettlementID: No settlement requested - for I just want to know if they are a legit company. If a legit business, why send "past due" bills to people who have not received products, services or insurance coverage from the company. As they say in court, I am thankfully "of sound mind" and never sign up for anything without knowing what I am doing. It just smells like "scam" to me.

Business Response: ITEM # 1:  
Ms. ****** states she has not received anything from Apria Healthcare and should not be getting a statement she owes.


RESPONSE
We have reviewed Ms. ******’s account and found that she received a walker from the Kaiser closet on May 29, 2013 provided by Apria Healthcare. We have mailed Ms. ****** a signed copy of the Sales Service & Rental Agreement that she signed showing the walker was provided by Apria and that she received the equipment.

We apologize for the miscommunication and any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have such a BIG Problem with Apria and there billing policy. For months I did not get a bill and then when I do the bill is so expensive that I just don't understand it. They don't show date of service and they very rarely notify my Insurance Company which is Scan. For years I have put with this that I just can't take any longer. I have talked with them and just don't get it first send the bill to my Insurance and then only then after the Insurance has applied there payment that then you send to me the bill.They also have been trying to get me to go to filling my own tanks. I'm active and 3 tanks just is not enough. They try to make delivery's every 8 weeks instead of once a month. This has also been a big problem for several months. They also want the driver to collect the money due to Apria. This is not right. That's why they have a billing system.When I go to make a schedule an appointment to have a concentrator delivered to my sister-in-law and lives in Ohio they do not delivery on time or they rush that day to have one delivered. Very poor service.

Desired Settlement: That Better Business Bureau take action and get this information to Apria and to get the billing done in a Business like manner. To bill me correctly that is bill me once a month with date of service and to see payments made by my Insurance Company which is Scan Health Plan.To notify Apria of all the incorrect procedures in the Accounting Department and the Delivery of the oxygen tanks. Also the driver should not be the one collecting the amount due on a bill. That is totally wrong.

Business Response: ITEM # 1:  They don’t show date of service and they very rarely notify my Insurance Company which is Scan.

RESPONSE: Billing team has escalated the issue and they will be reaching out to address the issue and provide resolution.

ITEM # 2: They also have been trying to get me to go to filling my own tanks. I’m active and 3 tanks is not enough. They try to make delivery’s ever 8 weeks instead of once a month.

RESPONSE: We will be delivering a Home Trans Fill System this week to provide a free trial run to see if the patient prefers this method which allows her to fill her own O2 when she needs to. We will ultimately increase the cycle and bring O2 once a month if the patient decides the Home Fill system does not accommodate her needs.

ITEM # 3: They also want the driver to collect the money due to Apria. This is not right. That’s why they have a billing system. 

RESPONSE: We expect our drivers to address any outstanding balance but the patient has the option to deal with our billing center directly to resolve any balances We will ensure our drivers relay that message to the patient as well.

ITEM #4: When I go to make a schedule an appointment to have a concentrator delivered to my sister-in-law and lives in Ohio they do not deliver on time or they rush that day to have one delivered.

RESPONSE: We have apologized to the patient for inaccuracy in delivery times and will ensure she has our local contact info so we can address any concerns and correct immediately.  

Sincerely,
**** ****
Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to reach someone for the past six weeks. I have a APAP machine that was converted to sale. I have been trying to reach someone in billing to purchase the machine since then. I have made fifteen phone calls and have been placed on hold for the billing department for over an hour each time. Today I called to try to return the machine. I asked to speak with a supervisor who told me I needed to speak with the billing department. The agent transferred me to the billing department where I waited on hold for 45 minutes. Then the supervisor who transferred me came back on the line and told me to call back in two hours. I called back and selected the billing department after two hours and waited on hold for an hour. I have lost my healthcare coverage as of last week now and am stuck with a machine I can't afford and can't return. No one will give me answers, I have spent way too many hours waiting on hold, and I'm trapped with a machine that I need but can't afford.

Desired Settlement: Either tell me how to return the machine and cancel my account, or offer to sell it for me for the amount it would have been the first time I called. Trapping me and not taking my calls is unacceptable.

Business Response: ITEM # 1:  
Mr. **** is requesting to return or be allowed to purchase his CPAP unit because he has lost his insurance coverage.


RESPONSE
We have called Mr. **** and left a message regarding his concern. We would like to discuss his options of returning or purchasing the CPAP unit.
 
We apologize for the wait times when he has called in to resolve this matter and will be happy to help him come to a resolution once he calls us back at the number and extension provided  

Sincerely,

****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Mom (rented) CPAP equipment from Apria Healthcare. I confirmed with United Healthcare (my Mom's insurance) under DME (durable medical equipment) that the CPAP equipment would be a 13 month rental; after that time she would have the option to purchase; this is stated in writing from United Healthcare. Apria insists that insurance has purchased the CPAP equipment after 2 months and my Mom owes Apria for the purchase of the equipment. After 2 months of using the equipment my Mom decided she did not want to use it as it was not helping her and would like to return it. Apria (WITHOUT OUR AUTHORIZATION) billed my Mom's credit card for the purchase of the equipment. We disputed the charges with the credit card company since we did not authorize. During the use of this equipment I have made numerous phone calls to Apria on 7/12, 7/23, 7/26, 7/29, 7/30, 8/5; each time I was told that my Mom owns the equipment. I also contacted the branch manager **** ****** about returning the CPAP equipment and indicating to him that my Mom's insurance says that the equipment is on a rental program not purchase; he said he would look into, he never called back. I went down to the office with the CPAP equipment and returned it to the supervisor *** ***********; **** ****** was on vacation. I explained to him what happened and that my Mom does not want the equipment and does not own it. He said he would get back to me by the end of the day; HE NEVER CALLED BACK. We now have received a bill in the mail for the purchase of the CPAP equipment (which we do not own). PLEASE AVOID THIS COMPANY IF YOU CAN. May I say APRIA has the WORST Customer Service (actually they do not provide any customer service). It is interesting that in the office where I returned the equipment they have a plaque on the wall which is supposed to be their company motto that they are flexible and put the customer first, and will work with the customer, obviously those are just words. Please stop the bills for equipment that we do not own!

Desired Settlement: DesiredSettlementID: Other (requires explanation) Stop sending us bills for equipment that we do not own.

Business Response: ITEM # 1:
Ms. ******* is requesting that Apria stop sending Ms. ****** statements when she returned the equipment.


RESPONSE
Ms. ******’s balance as of today is $0.00 to reflect her returning the CPAP unit. Ms. ******’s bank recouped the payment made to Apria.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Advertising/Sales Issues | Complaint Details Unavailable
2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received 2 collection calls, prior to receiving an invoice. The first call was on the day the invoice was mailed. I receive CPAP supplies from Apria Healthcare. On Sept 10, 2013 I received 2 phone calls(###-###-####)I missed the 1st but the 2nd I found was a collection call on an invoice that had only been mailed that day. The gentleman on the phone tried a minimum of 3 times to get my credit card information to pay this bill. I told him that I would not pay an invoice that I had not received. He directed me to their E-Pay website and when I was logged into it the invoice was so new that it did not show up there either. I told him when it was available I would pay it. He then tried again to get me to pay it immediately, telling me that the online payment would not show up for 7-10 business days but if I gave him my credit card it would post that day. 2 days later, on 9/12, I got another call from this company (###-###-####) again the bill mailed on the 10th had not reached me but they still were trying to get payment.

Desired Settlement: I think this is an unacceptable business practice that should be investigated especially if they are making calls like this to someone who is elderly or easily confused.

Business Response: ITEM # 1:
Ms. **** states that it’s unacceptable for Apria to place calls to patients regarding an open balance if they have not received a statement. 

 
RESPONSE
Ms. **** filed an Attorney General Complaint regarding the same issue in October 2013. We explained to Ms. **** why she had received the calls and that we had removed her phone number from our phone system so she does not get any more calls.
We do apologize again for any inconvenience this may have caused. 

Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria rented us a hospital bed when my father was diagnosed with a terminal illness and receiving hospice care at home. He passed away last fall (2013). Apria staff came and took the bed away the following day. However, since that time, my mother has been receiving monthly bills for the rental. Despite repeated phone calls and repeated promises by Apria to update the records, the bills continue to be sent. Today, four months later, my mother was made to stay on hold on the phone for one hour after having already spent another hour explaining the situation yet again. (She has mailed copies of the bills to hospice care in the past, and hospice care has resolved the issue, but only temporarily. The following month, the bill is sent again.) Although the supervisor with whom she spoke, at her request, assured her the matter was taken care of, we unfortunately have little faith that this will happen, based on past experience; therefore we need confirmation that my mother will receive no further bills. We would not want to be considered to be failing to pay them if we received them.

Desired Settlement: An official document from Apria stating that my mother owes $0.00 -- that is, nothing -- to Apria and that she will receive no further bills. In addition, of course, my mother must receive no further bills from Apria. Such a document should be accompanied by a letter of apology.

Business Response: ITEM # 1:
Ms. ******** states that the bed was picked up and she is requesting for the bills to stop being sent for amounts they do not owe. She would like a letter showing a $0.00 balance and that they will no longer receive any more statements.

RESPONSE
We have confirmed that the bed has been picked up from the system and the open balance that was billed in error has been removed, leaving a $0.00 balance. There will no longer be any statements mailed to Mr. ********’s family regarding the rental of the bed. We have mailed a copy of this letter to Mr. ********’s family for their records and we do apologize for any inconvenience this may have caused. 
 
Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have received medical supplies from Apria Healthcare on a regular basis for my cpap supplies. I am covered on my wifes health insurance and medical supplies are covered at 100%. On Monday January 20th my wife placed an order for supplies and was told they would be shipped right out. A few days later I received a phone call from Apria Healthcare asking for a credit card number or they would not ship my medical supplies which are medically necessary to treat sleep apnea. I reminded them that everything is covered at 100% and they do not need a credit card number. My wife also placed a call and spoke to a supervisor and was told the same thing even when we reminded them that my sleep apnea can be life threatening if I do not receive my supplies. I have a real lack of trust in this company with my credit card information due to the fact that they have shipped several large orders to me in the past without being requested by me then charging our insurance company thousands of dollars. I feel it would open me up to them charging supplies to my credit card that are also being paid by my insurance company.

Desired Settlement: I would like to have my cpap supplies shipped to me without having to provide a credit card number since they are paid for 100% by my insurance company.

Business Response:

ITEM # 1:  
Mr. **** states that he should not have to place a credit card on file with Apria to receive his supplies when his insurance pays at 100%. He states that he has a lack of trust with placing his credit card on file due to the fact that he has received supplies in the past that he did not order. Mr. **** feels that it would open him up to be charged for supplies that are paid by his insurance company.
 
RESPONSE
Although Mr. **** currently has BCBS that pays at 100%, there is the possibility that BCBS may deny coverage for some reason or there may be a change in his insurance plan. By having the credit card information on file this assures Apria that we have secured our payment in the event BCBS does not cover the cost of our services. It is not designed to use in lieu of filing the insurance claim. With the ongoing changes in healthcare, this is now part of our requirements before providing our service to ensure we have our payment secured.

We do apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria refuses to provide the number of portable o2 tanks prescribed by doctor . Since I began using their services, they have capped the max number of tanks at a number lower than my usage and refused delivery more frequently to meet prescription.

Desired Settlement: I would like doctor prescribed health services delivered to my home. I would like to know Medicare coverages for portable oxygen needs and restrictions on number or frequency, if any.

Business Response:

ITEM # 1:  
Requesting increased amount of O2 cylinder tanks for portability to assure patient/customer has sufficient amount of portable tanks for travel usage.


RESPONSE
Spoke with Daughter on 2/6/2014 ***** ***** (POA) of patient. Informed daughter we will increase O2 cylinder amount per request, cylinder delivery with increased amount has been scheduled to be delivered on Monday 2/10/14
Sincerely,


**** * **********
Branch Manager (Altoona PA)

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received a Credit Card Bill from Discover for 189 dollars for CPAP by Apria Healthcare for supplies I paid $936.36. Check 1099. On October 31 2013.

Desired Settlement: I think they need to take a better look at their business Practices.

Business Response: RESPONSE
We have reviewed Mr. ******’s account and apologize that his credit card on file was charged. We have removed the credit card from his account and his refund is in process of being mailed to the address we have on file for him. We apologize for any inconvenience this may have caused.


Response first provided to  ***** ****** @ BBB 12-31-2013

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is using my on file credit card to pay for services I have not approved. I have been calling for 6 weeks. I have reached the end of this without help I cant do any thing. I tried to have this company blocked, Credit Cards Company says they can not because the company that is taking my money without prior permission on my credit card is on a DO NOT BLOCK list.I have tried calling , three branches over 6 weeks. billing even the first sales office NO CONTACT..NONE. I cant get through. This weekend MasterCard got through but it was to an answering service that can not do anything or answer any questions. I want this company to remove my credit card information from their files and send me a paper bill. They are out of control. I can not get anyone in this company to speak to, Please help me.

Desired Settlement: Stop billing my charge card without prior approval. Remove credit card information from your site. If I have to I will close the credit card account and that will take care of this, but I should not have to close MY ACCOUNT because Apria Healthcare wont stop billing me.

Business Response: ITEM # 1:  
MR. ****** is requesting to have his credit card removed from his account so Apria will stop charging his card.

RESPONSE
We have reviewed Mr. ******’s account and found that when he spoke to Apria on July 16, 2013 he placed his credit card on file. We have not been able to review the call at this time to see if the representative explained that by placing the credit card on file it would be charged for any co-pay, deductible or out of pocket amounts not covered by his insurance. We have requested the call to be pulled and reviewed and use in a training with the representative if needed.

We apologize for the miscommunication and we have removed and inactivated Mr. ******’s credit card that had been placed on file. He will receive statements in the future for any charges that the insurance does not cover. 

Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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. I can not believe II had to get the BBB involved to get this company to contact me. They run a normal person through so much trouble not answering calls, or a system of sending emails.  Thanks again BBB.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint is with the Lindon Ut office, but I cant find that office on your list. I went in and was given a cpap machine. They ran my card and said it was just $33. I asked if there was going to be a monthly payment for the machine. They said no. The next week, a charge from Apria came through our bank for $120! We promptly took back the unopened machine. They apologized and said they should have explained what we were getting into better They said we would be getting a full refund soon. The next week, another charge of $330 from Apria came through our bank! We called the office and they said the supervisor would not be in for a couple days. In the meantime, we are suffering financially because of this company! We are not happy at all!

Desired Settlement: We would like a our refund ASAP!

Business Response: ITEM # 1:
Ms. ***** states that she returned the CPAP supplies that she had received and is requesting a refund for the amount that she was charged.

RESPONSE
We have reviewed Ms. *****’s account and found that the CPAP and supplies were returned. The insurance portion of the claims had been adjusted, however an over sight had occurred on Ms. *****’s protion of the claims. We are in the process of having Ms. *****’s portion adjusted off and her refund processed to her.

We do apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a rental equipment item from Apria. When I bought the item they did not tell me it was an indefinite rental that I would have to pay for the rest of my life. I would have preferred to just buy it and not pay rental fees indefinitely. They should have informed me of this and how much and how often I would be paying, and they did not. So a year and a half later I want it converted into buying this equipment, as I have the right to do and my insurance allows for. Upon speaking to my insurance Apria has to do paperwork to make this happen and they refuse to do it. They outright refused and refused to let me speak to any upper level management to try and resolve this.

Desired Settlement: I want them to do their job and start the process to convert it from a rental into buying the equipment. In the future I feel they should be required to inform people this is an indefinite rental.

Business Response:

ITEM # 1:
Ms. ******* is requesting that Apria start the process to convert her equipment to sale. She states that she was not informed that the equipment would be an indefinite rental.


RESPONSE
Ms. ******* received a BIPAP unit on June 22, 2012. Apria verified Ms. *******’s insurance coverage with AARP Medicare and submitted claims on her behalf. Apria submitted claims to AARP Medicare per the contract with Apria, which states that the BIPAP will rent for 10 months and then be placed into a 6 month maintenance and service agreement.

Apria cannot submit a purchase claim on behalf of Ms. ******* to AARP Medicare without them requesting that a purchase claim be submitted for them to review and process. Ms. ******* will need to speak to AARP Medicare and request that they contact Apria with a purchase request. If AARP Medicare requests a purchase claim to be submitted on behalf Ms. *******, Apria will send the purchase claim.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I contacted my insurance twice before I contacted Apria, they clearly stated that the paperwork had to come from Apria and not from them. Also Apria told me every time I called that they would continue to bill me every 6 months for life for the machine Rental. I was told that as long as I have the machine it would be a rental and never a purchase unless I asked it to be converted to a purchase because that was how my insurance works. The part in their response about it being a maintenacne plan now was never said by Apria or my insurance. I was told many times it was always going to be a rental and it is their equipment. If they are going to lie in their responses I don't see how this process will ever do any good and I really do not appreciate it. the whole reason I went to the BBB was because of their rude insistence that my machine is always going to be a rental and belong to them and their refusal to do anything which it seems is still the case.

Regards,

****** *******



Business Response: ITEM # 1:
Ms ******* is requesting to have the BIPAP unit converted to sale, so there are no more rentals.


RESPONSE
Per Ms *******’s request because her insurance has paid the 10 month rental cycle and the BIPAP was in the 6 month maintenance and service, we have converted the BIPAP to sale at no charge. Therefore there will be no future charges unless she orders supplies. If the BIPAP needs any repairs or service Ms. ******* will be responsible for the charges that her insurance will not cover. As of today (1-30-14) Ms. ******* has a $0.00 open balance with Apria.

We do apologize for any inconvenience this may have caused.

Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Date of service 11/25/2012 for $133.96. Account # ********** $133.96. Apria said that my Primary ins paid but that Champva said that there was no coverage. I called champva and they informed me that they had infact paid this claim along with another claim on 3/13/13 in the amount of $267.92 in an EFT payment direct deposit bulk check #******** sent to 3541 Solution C, Chicago Ill, 60677-3005. The claim numbers that Champva provided were ******* and ******* for November and December 2012. I gave this information to Apria on several occasions but they are saying that they cannot find the payment. I also asked them to please contact Champva to get this straightened out and I was told that they would not call Champva. I have had this equiptment for over 10 years and have never had an out of pocket expense, what my primary did not pay, champva did. They are trying to double bill me and if I have supplied them with all the information furnished by champva they should get this corrected.

Desired Settlement: I want this charge to be considered paid and that this be over with.

Business Response:

Originally copied on 1-2-14
   Comments (include contact name and contact date):
     Copied to BBB ***** ***** 1-2-2014



RESPONSE
We have reviewed Ms. **** account and found the missing payment. Ms. **** account balance as of today with Apria and West Asset Management collections is $0.00. We apologize for any inconvenience this may have caused.

Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Our baby was required to use a special formula, Similac Alimentum, because of allergy issues. Her doctor provided us with documentation stating that it was medically necessary. This formula is expensive, Apria told us that they would work on our behalf to try to get our insurance company to pay for it. Now, 7 months after receiving the last of two deliveries of formula from Alimentum, we have received a bill from Apria for $2778.20. This was the first bill we've ever received from them. We received a total of 20 cans of formula (2 deliveries of 10 cans each).Retail price of 20 cans is $549.80 ($27.49 each) We have never been informed that if the insurance company denied the claim that we would pay higher than retail value. We were never given any pricing until we received the bill from them last week. We have never entered in to any agreement with Apria to pay a higher than retail price. We have offered to pay them the retail price. They are now asking that we pay $1060.80 for the 20 cans, still $25.55 over retail.

Desired Settlement: We want Apria to accept our payment of retail cost for the 20 cans of formula we received,20 cans @ $27.49 = $549.80 + $50.00 for shipping them to us, for a total of $599.80. If that isn't acceptable, we want them to accept 20 cans of the same formula shipped to them, from us at our expense. With either of these methods, we want Apria to credit our account as paid in full.

Business Response: The patient was required to use a special formula, Similac Alimentum, because of allergy issues. Her doctor provided us with documentation stating that it was medically necessary. This formula is expensive, Apria told us that they would work on our behalf to try to get our insurance company to pay for it. Now, 7 months after receiving the last of two deliveries of formula from Alimentum, we have received a bill from Apria for $2778.20. This was the first bill we've ever received from them. We received a total of 20 cans of formula (2 deliveries of 10 cans each).Retail price of 20 cans is $549.80 ($27.49 each) We have never been informed that if the insurance company denied the claim that we would pay higher than retail value. We were never given any pricing until we received the bill from them last week. We have never entered in to any agreement with Apria to pay a higher than retail price. We have offered to pay them the retail price. They are now asking that we pay $1060.80 for the 20 cans, still $25.55 over retail.


RESPONSE
After several attempts to obtain an authorization to bill the insurance, the claims were denied and defaulted to patient responsibility. Because it was never explained to the patient that a quote of benefits is not a guarantee of coverage and the patient or care givers would be responsible if the insurance denied the claim, we made a one time adjustment on the price of the formula to match what the family would have been able to purchase the formula over-the-counter.

****** *******
Director Enteral Operations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/10/2014 Problems with Product/Service | Complaint Details Unavailable
2/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: APRIA HEALTHCARE turned me over to a collection agency for $4.45. This occurred after nearly two years of paying in excess of $600 out-of-pocket in bi-weekly increments of $40. APRIA HEALTHCARE'S explanation is that they do not send a bill for less than $5.00 and yet they will turn you over to collections for a bill that you do not know you owe. Their most recent solution to this problem is to request its customers leave a credit card on file which they may charge at will, having never sent an invoice, bill or statement. Originally, I "purchased" the CPAP equipment while insured by TRICARE as a member of the U.S. ARMY RESERVES from a completely different DME which APRIA bought out. I only continued with TRICARE for 7 months thereafter. Under TRICARE'S contract with APRIA HEALTHCARE, the rental turns into a purchase after 13 months. Once TRICARE ended, I was without health insurance and fell behind with APRIA. I eventually started making payments, paying my part and TRICARE'S part, caught up and paid it off. APRIA claims to have no record of these payments and told me that I would have to provide these records. Well, I have switched banks of course, and each monthly statement will cost me $3. I eventually secured full time benefitted employment at which time, APRIA HEALTHCARE restarted the clock and a new contract. This is where the $4.45 monthly charges began. The SALES/SERVICE/RENTAL AGREEMENT states that in the event that the 3rd Party (TRICARE) drops out, a reasonable purchase price will be determined to fulfill the contract. I have fulfilled my part and TRICARE'S part of the contract.

Desired Settlement: 1.) An accounting of all monies paid to APRIA and the original DME by myself, by TRICARE, and by HUMANA.2.) Disclosure of invoice and retail price of the CPAP equipment.3.) A letter to the collection agency clearing the mistake.4.) A refund of all monies owed to TRICARE, HUMANA and myself.5.) Conversion of the rental into the agreed upon sale.

Business Response: ITEM # 1:
Mr. ******* is requesting the billable and payable history on the account, retail price of the CPAP unit. He would like to be removed from collections and refund any overpayments made by him or his insurance’s. Mr. ******* would also like the conversion of the rental into the agreed upon sale of the CPAP. 

RESPONSE
We have requested purged records for 2011 so we are able to provide Mr. ******* with the requested billed amounts and paid amount by him and the insurance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Once we receive the purged records we will mail Mr. ******* a copy for his review. We have removed Mr. ******* from collections and confirmed that the amount was not reported to his credit report.
 
Once we receive the purged records we will review the amount paid towards the retail price and if the CPAP unit has been paid to purchase we will convert the CPAP to sale for Mr. *******. We look forward to working on a resolution with Mr. ******* once we receive the purged records.

Sincerely,

****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Reached out to Apria to fix my CPAP machine. They instructed me to get a new one. They had me provide them with a prescription and then pre approved me with my insurance putting me without a machine for two weeks. March 2013. They told me the machine was to be at no cost to me. I contacted them when I started receiving bills $338.32. They told it was a mistake and to not pay it (July 2013). I continued to receive bills so I wrote them a note and sent the bill back. When the bills still did not stop I called them again in October. They figured out they had the wrong insurance information on me (Hills Pacificare). I have never had Pacificare insurance? Again they told me not to pay the bill. Then I received a collections letter from State Collection Service Inc. Dated 10-30-13 with a 30 day deadline on it else they would report me to the credit bureaus. I spoke to an agent at Apria and then to a supervisor named ******. She told me she would retract collections and to wait 30 days for the insurance to be processed. Then I received a new bill for rental in April 2013, $63.16 (11/1 statement). Again I called Apria and asked for ******. Was told that it was not possible to reach a specific person so I had to work with a new person. The machine was never supposed to be rental? They were to send me something I signed which I still have not seen. Then I started receiving repeated calls from Apria with hangups. (11/7, 11/8, 11/11, 11/14 based on my phone log. I called back and twice was told they would take me off their calling machine? Last time worked. I also confirmed they had retracted collections. Today, 11/21, just to be safe I called collection to ensure they had been retracted. They told me two of the charges had but one was still remaining. So I went ahead and paid the $180.73 though I still do not know that I owe anything. In their report Apria told SCS that I had hung up on the agent. That was not true. Apria hangs up on people, not me.

Desired Settlement: 1. Refund the $180.73 I paid today and remove all the other charges. 2. Retract collections request of any kind. I have a very good credit rating and need to keep it. 3. Stop calling me and hanging up. That is totally an unacceptable business practice. 4. If there is a dispute set up a process where I can work with a single individual. 5. Provide written documentation and do what you tell people you are going to do.

Business Response:

December 11, 2013

 

Better Business Bureau

Attn: ***** *****  

San Diego CA

 

Re:  Apria Healthcare Inc: ******* TN Patient Pay Management Center

BBB Complaint Case #:*******
 

Dear Ms. *****: 

This letter is in response to the complaint referenced above submitted by ******* **** ***** to the Better Business Bureau.  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:

Mr. ***** is requesting to be refunded the amount of $180.73 that he paid to collections. He would like the collections balance removed and closed. He states that he is receiving calls and then gets hung up on. He states that there should be one person to deal with when a patient has a dispute and the resolution should be put in writing.

RESPONSE

We spoke to Mr. ***** regarding the issues in his concern and explained the detailed resolution regarding each of them. We have mailed him a written resolution letter to his address on file with our phone number for any questions or concerns. We apologize for any inconvenience this may have caused.

 

Sincerely,

 

****** ****

Billing Center Quality Specialist 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did receive a call from ****** who stated the $180 I paid would be refunded and the new past due bill I received 12/1 of $126.32 would be zeroed.  She also said this would be put in writing in a letter sent to me and that she would be my single point of contact.  

 
She acknowledged that I gave them my correct insurance information when I picked up the machine but they failed to process the correct insurance though they removed the call home device on the machine required by some insurance companies but not by mine.
 
She left open what final resolution will be so I need to see the letter, the refund, and what they believe final resolution will be so I would like to leave this case open till then.  Apria has made promises before and that followed through.
 
Thank you,
 
Regards,

******* *****

Business Response: ITEM # 1:
Mr. ***** requested that the case be left open until final resolution was taken care regarding the refund and letter to him.

RESPONSE
We replied to Mr. *****’s e-mail on December 30, 201, informing him that his refund check was issued on December 28, 2013 in the amount of $180.73. We attached a copy of our resolution letter to him that the open balance of $126.32 had been adjusted and as of today he has a $0.00 balance due. He has our e-mail and phone number for any questions that may arise. We apologize for any inconvenience this may have caused.
 
Sincerely,
****** ****
Billing Center Quality Specialist 
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I still have the received the $180 refund?  Glad to see my balance due is zero.]

Regards,

******* *****

Consumer Response: Hi.  I did receive refund and understand my balance due to Apria is zero.  Thank you for your help.  Feel free to close the complaint.  BBB is a great organization.  ...****  ###-###-####

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Customer has made several attempts to resolve account with Apria Healthcare Billing without success. Customer was charged a "maintanence fee" of $121.03 for a CPAP machine when Apria completed no actual maintanence on the CPAP machine. In July 2013, Customer contacted Apria customer service and was told due to insurance lapse customer was being billed for "maintanence fee." Customer requested to return equipment and Apria agreed to send representative to customer home to pick up equipment and credit balance of $121.03. Apria failed to pick up equipment as agreed and customer had to take equipment to local Apria branch where equipment was returned to Apria on 11/02/13. Apria agent on 11/02/13 informed customer that an email was sent to main office informing that equipment was returned by customer and to credit account. On 12/26/13, customer received another bill from Apria for same $121.03 balance. Customer called Apria Customer Service on 12/31/13 to make sure account was credited and to confirm equipment was returned by customer. Customer service rep informed that there was an email in system that customer had returned equipment but refused to credit account. Customer requested to speak to a supervisor of manager and was told by customer service rep that customer could only speak to a "billing specialist." Customer requested a manager and customer service rep hung up on customer. Apria has extremely poor customer service. Apria made arraingments with customer to pick up equipment then refused to do so. Customer had to return equipment in person and Apria subsequently refused to credit account. Apria has medical equipment now and will not credit account $121.03 balance and when customer tries to escalate to a manager is hung up on by Apria customer service.

Desired Settlement: Charge of $121.03 be credited to account and account closed with a $0.00 balance. Letter to customer confirming account balance of $0.00 and account# ********** is closed.

Business Response: ITEM # 1:
Mr. **** advised that he has been charged $121.03 for a maintenance and service fee; however, he has not received any service on his PAP. He states that in July of 2013 he requested that the PAP be picked up and the balance removed, but the PAP was not picked up and he is being denied removal of the $121.03. He has requested that $121.03 be removed from his account and a letter sent to him explaining this.
 
RESPONSE
We confirmed that Mr. **** was insured with Aetna and Aetna’s rental contract for his equipment states that the PAP would rent for 14 months and then every six months Apria Healthcare is allowed to bill a maintenance and service fee. We also confirmed that Mr. **** did contact Apria Healthcare in July of 2013 and requested the pickup of the PAP and removal of the balance; however, the pickup was not completed. Due to this miscommunication we have removed the $121.03 for the June, 7, 2013 maintenance and service fee. The equipment was returned on November 02, 2013; therefore there will be no further billing for this machine. I have mailed Mr. **** a letter explaining this information.

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. 

Sincerely,
***** **********
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been like a tennis ball between insurance and this company with this bill. and I am doing all the legwork to get this company paid.they did not get pre-authorization on the supplies for this one submittal, all prior and all past were completed properly with them following the rules and getting paid (except for this one).I got the insurance company to find out what happened and Apria did not get pre authorization to be paid for the supplies, again something that was happening for years... maybe new year policy change. but I get notice in November of this bill I am being asked to pay, so I as stated start researching.now apria is stating it is their POLICY (which is not right) for when a claim is not paid they just bill the client and not deal with the insurance company... this is their mistake not mine but I am being punished and threatened to pay this bill.(Apria was not denied by insurance carrier they just did not follow the rules.)please can you help me I only get the billing people at apria and they will not do anything now that they elected to place it in collections, not trying to resolve their mistake but to just place the responcibility on me the client to pay.I think this is ridiculous. Please help.thank youJohn

Desired Settlement: I would like Apria to get someone that can make a decision on this bill from management standpoint. take this bill and get authorization and bill it to the insurance for payment.(Apria was not denied by insurance carrier they just did not follow the rules.)if they cannot get paid for not following the rules and trying to bill me almost a year later. then offer to remove the billing from my account or give me a very very big discount of the amount I should be paying and not the retail cost!

Business Response: ITEM # 1:
Mr. ******** states that Apria did not get authorization from his insurance for a supply order he received and has now sent the amount to collections.



RESPONSE
We have reviewed Mr. ********’s account and removed the amount of $143.55 from West Asset Management for the March 26, 2013 date of service. We apologize for any inconvenience this may have caused. 


Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My 3 year old son has special needs and receives medically necessary healthcare supplies from Apria which is covered by 2 insurance companies. Apria failed to bill the insurance companies correctly and their bill was denied. I then received the bill requesting payment. I paid the bill on Apria's website using my credit card 1 week before the bill was due. I have a confirmation number from Apria as well as a credit card statement reflecting the payment. One month later I receive a call from a credit collection agency requesting payment. I provided them with my evidence of my timely payment. I was then told by the collection agent that Apria consistently sends accounts to collections when they are in fact paid. I have gotten no help what so ever from Apria. Now I have to spend my time and energy I use in caring for my child and dispute this issue with the credit bureau to remove this from my credit report. I have contacted an attorney and I will follow through with legal action if I cannot resolve this on my own. I have also canceled the Apria account and have taken my business elsewhere. I have also reported this to both insurance companies in hopes that they will also stop doing business with Apria.

Desired Settlement: I would like written verification from Apria healthcare that the account is paid and also written verification from Apria that they have contacted the credit bureau and have this removed from my records as this is their error. I never should have received a bill in the first place. Our insurance has covered this item in the past and even after Apria sent this bill.

Business Response: ITEM # 1:
Mr. *** is requesting written verification that ******s account has been paid in full and the credit bureau has been contacted to remove amount from his records.


RESPONSE
Apria has contacted State Collections and requested that the amount of $106.56 be removed from the system to collect because Mr. *** paid the amount in full. Apria is in the process of having the amount paid applied to the balance. State Collections is going to send Mr. *** a letter informing him that the invoice has been removed and he has a $0.00 balance.


We have confirmed that the amount was not referred to Mr. ***’s credit report and we apologize for any inconvenience this may have caused. 


Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received the C-Pap breathing machine from Apria Healthcare a year ago. When I received my statements I promptly paid my share. The insurance company paid their share as well and has stopped paying.I have contacted them several times to find out how much the machine initially cost and what my balance is. The statements that I receive do not make any sense. One time I'm paying $6 and next time I'm paying $152 another time I'm paying $141 another time its $24 I would like an explanation of my statement on what I'm getting charged for. My bill was to be paid for in 12 installments for 1 year. I keep getting the run around. Nobody can tell me anything. I keep receiving a bill. Nobody can give me a straight answer! I have contacted the billing department several times and they told me that if I paid this last bill I would be paid in full. That was 4 payments ago! Now I just received another bill for $612! For what? Well what it comes down to is that the insurance company paid all they are going to pay, So now they think they can try to get all they can out of me. This is fraud. Product_Or_Service: Philips Respironics (C-PAP) system one Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to know the initial balance. What payments were received, and what dates they were received and the final payment(if there is one). I would also like a refund if I over paid.

Business Response: ITEM # 1:
Mr. ******* is requesting to have a total balance due for the equipment he has received what payments posted to his account and the final payment due.
 
RESPONSE
We have contacted Mr. ******* and discussed his issues regarding billing and payment due. We have mailed him a spreadsheet with all the requested details and he has an Apria contact phone number for any questions.


We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
****** ****
Billing Center Quality Specialist 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare has consistently failed to properly file insurance claim information for a CPAP device I received from them to treat my Sleep Apnea. They have billed me directly for costs that are covered by my insurance. They refuse to provide detailed billing information to me and an explanation for what was actually billed to my insurance or even a cost for the device. They have placed fraudulent unauthorized charges on my credit card and sent me to collections for amounts that would have been covered by my insurance. They have not responded to my written communication. They continue to charge me for this device that should have been converted from a rental to a owned device given the amount billed.

Desired Settlement: I want all charges properly filed with my insurance carriers and a detailed explanation of what was billed for and proof that the proper information was provided. I want this device to be paid off based on the insurance compensation and per Apria's contract with my insurance carrier this device to be converted from a rental to a device owned by me. I want a letter stating that this device is owned by me and that no additional amounts are owed and that no collection efforts are outstanding.

Business Response: ITEM # 1:
Mr. ***** states that Apria is not filing charges properly with his insurance and sending him statements due that should be covered by the insurance. He is requesting to have the equipment converted to a purchase and a letter stating that no additional amounts are owed by him to Apria or collections.
 
RESPONSE
We have reviewed Mr. *****’s account and found that he received a BIPAP unit and supplies on March 14, 2012. At that time Mr. ***** had Aetna insurance, which we submitted claims on behalf of Mr. *****. Aetna applied deductible to the claims; therefore Apria would send statements to Mr. ***** with amounts due.
 
Per Apria’s policy once an unpaid invoice becomes 270 days old the amount is referred to collections. Mr. ***** is responsible for the amount in collections and can contact State Collection @ *********** to set up payment arrangements. 
 
Mr. ***** became effective with Humana on January 1, 2013. Apria submitted claims to Humana on behalf of Mr. *****.  Humana informed Apria on October 16, 2013 that they would not cover the cost of the BIPAP unit because it was not medically necessary because Mr. ***** was non compliant.
 
Apria removed Humana insurance from the BIPAP unit and attached self pay to the account. Mr. ***** will be charged $246.73 a month for the rental of the BIPAP unit under the self pay rate. Mr. ***** has an open balance with Apria as of today in the amount of $1786.83. Mr. ***** can contact Apria to set up payment arrangements. Apria is unable to convert the BIPAP to a purchase at this time because we have not obtained the purchase price for the unit for the insurance agencies or Mr. *****.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
 
Sincerely,
 
****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rental on oxygen, lost ins.returned 2/13.Paid out of pocket what was owed.2 months later received a bill spoke with many of their agents trying to resolve this finally in 6/13 thought it was resolved they sent me a check for over pmt. Now out of the blue in 11/13 I get a bill, called got the run around finally a account spec. said it was from 12/12.She threaten me with collections etc. In June 2013 this was all settled now this. I was told I was pd in full in Feb 2013 I don't owe this and I feel I am being harassed for no reason. Why did they wait so long after they said I was pd and gave me a refund for over payment. This is deceptive charges on the sick and elderly. This was settled in June 2013 now in Nov. 2013 bringing up new charges that I don't owe and feel they are trying to take advantage of me.

Desired Settlement: They have been paid in full and I just want them to stop harassing me and threatening me with no cause. This was settled in June 2013, why did they wait 5 months after this was settled to start billing me again for a bill I don't owe? I paid them in full and they agreed in June why now some new bill after 5 months.

Business Response:


  Copied to BBB 12-31-2013 ***** ******


RESPONSE
We have reviewed Ms. ********* account and as of today she has a $0.00 balance with no pending invoices. Ms. ********* will not receive any more statements or calls from Apria. We apologize for any inconvenience this may have caused.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: CPAP NEVER RECEIVED NO ONE IS HELPING ME GET MY BREATHING MACHINE IVE BEEN TRYING FOR 5 MONTHS

Desired Settlement: MY MACHINE DELIVERED

Business Response: Item #1:
Complaint
“CPAP never received no one is helping me get my breathing machine I’ve been trying for 5 months”
RESPONSE/FINDING:

Currently the complainant is not a resident in the state of Georgia and according to our research and documents she moved to Connecticut around November 19, 2013.
Month – 1

Prior to this move date Ms. ***** was contacted by our Customer Care Center on 9/10/13 after receiving an Rx for a CPAP unit. The purpose of the call was to discuss her financial obligations; to obtain a recurring credit card and to discuss any co-pay amounts that would be due prior to scheduling and appointment for the training and instruction of the unit. During the conversation with our Customer Care Representative the complainant stated that she did not have the amount due and that she would contact our Customer Care Service Center once she did
9/10/13 Contacts made to complainant’s physician that ordered the CPAP, to the Branch Manager and Account Executive to inform them why the order was being placed in “pend” status.
Month – 2

10/28/13 Complainant called back into our Customer Care Center and stated she was ready to schedule. Customer Care Center Representative notified the complainant that her insurance – Humana had termed. Complainant stated that uHHumana might not have received her payment and she would follow up with them and call back.
Month – 3

11/4/13 several calls placed to complainant with records of no return calls. Customer Care Center Representative was calling to inform complainant that her insurance was still showing “termed” in the system.
11/8/13 Our Customer Care Center checked the insurance status once again and found that the complainant had enrolled in Connecticut Medicaid Insurance I which we were Out of Network.
11/19/13 Attempts made to contact complainant and inform her that she was now Out of Network and we could not provide the equipment.
 
Sincerely,
****** *******
Branch Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria is billing me for a portion I do not owe. I have been renting, and now own, a wheel chair from Apria. In May, insurance paid 100% of the rental cost as I had already met my deductible and yearly out of pocket. In June Apria messed up the billing and charged me $23something. Per my insurance and my insurance claim, I do not owe this amount. Per Apria's contract with Humana my insurance, this is an excluded amount they are required by their contract to write off. It is fraud that they are instead trying to charge me for it repeatedly. Every time we call and eventually we're told it's a zero balance, yet we ask for a zero balance statement and never receive it. I finally received what they said would be a zero balance statement only to show still the outstanding balance of $23something. This has been going on since June and I am SICK of them lying, committing fraud, and/or not doing their job to zero my account out. I owe nothing at this point.

Desired Settlement: I am requesting a ZERO balance statement showing any/every account/bill etc., specifically the June wheel chair bill, through Apria is zeroed out and that I owe nothing. If I am or ever was in collections, I expect that to be erased and not show up on my credit report which I do check annually. I NEVER owed the amount I was billed. Furthermore, refunding the amount I paid towards the wheel chair would be a kind gesture considering the enormous stress and hassle of this ongoing for 5 months!

Business Response: ITEM # 1:
Ms. ****** is requesting a statement showing a $0.00 balance on her account and wants to make sure that nothing was referred to collections.



RESPONSE
We have reviewed Ms. ******’s account and found that the wheel chair that she received on June 11, 2012 was converted to sale on July 11, 2013. As of today there is a $0.00 balance on the account for the wheel chair and no pending invoices to be charged at a later date. We have mailed Ms. ****** an itemized statement showing a $0.00 balance on her account. We have also confirmed that Ms. ******’s account has never been referred to collections. We apologize for any inconvenience this may have caused.


Sincerely,
****** ****
Billing Center Quality Specialist 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  Since contacting BBB, the business has done what they stated they did. Thank you.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In October of 2013 I ordered medical supplies for my CPAP machine through Apria Healthcare in Spokane. I dont recall if the order was taken locally or if they transferred me to another #. I gave them my credit card #. Several days later I received the CPAP supplies as ordered but with no packing slip included; nor was there any bill, receipt or documentation of any kind. The package simply had the supplies and thats it. No statement, invoice, etc. came in the mail or via email. At the end of November I received my credit card statement which included 3 charges - $19.92, $17.47 and $19.91- to my account from Apria Healthcare, posted on October 30. There was an additional charge of $141.90 posted 11/20. When I called Apria (apparently Billing Support is handled from Tennessee) and asked about the specific charges, I was told the first 3 were for the supplies I had ordered and no breakdown was available. The charge on 11/20 was the balance after my insurance company declined to pay since I hadnt met my deductible. When I asked for a statement, the first Billing Support person said she was unable to email me a statement but would send one through USPS. A couple of days elapsed and since I had not received the statement, I called the local Apria Healthcare and asked Jane how to get in touch with Billing Support. She gave me another number and told me to press 6 when prompted. This conversation was much like the first they were unable to provide documentation of the individual charges because their billing practice is to not send a bill unless there is an amount due. Apparently, in my case, they thought the insurance would pay, and when it didnt, charged that amount to the credit card I had initially given. When I asked her how they could do that, she said when I gave my Credit Card number when I ordered, that allowed them to charge whatever they needed to my account and did not need to provide any kind of documentation telling me what I was charged for. I suggested that this appeared fraudulent I could be charged over and over for whatever they wanted to charge and, because I had agreed to them using my credit card, I was not due any explanation or documentation. I told her any other company I had authorized to charge my credit card for a purchase made always provided some sort of receipt, invoice, statement, packing slip something that says I got what I paid for. She told me she would send an email giving me the link to check online to see my statement. She also provided my account # and a Reference Code (which was different than the one listed in the email she sent) which would be needed so I could check online and see my statement there. After several days I made another call to Apria and sent an email questioning their billing practices. I was promised a phone call, a paper statement, and access to the statement online. I did not receive the phone call promised, nor the paper statement, and when I attempted to log in with the Account # the 2nd person I had spoken to on the phone had given me, and the Reference Code she had provided, the system would not recognize my birthdate and I was unable to see what I was being charged for. If the Better Business Bureau is not the agency I can use for resolution, can you tell me what agency is? I would like first of all to have documentation for the charges made, and second, to have this company investigated for what appears to be close to fraudulent billing practices. If their explanation that I had agreed to them using my credit card for any purchase made is sufficient, why does every other company not use this billing practice it would certainly save them time and money

Desired Settlement: I would like first of all to have documentation for the charges made, and second, to have this company investigated for what appears to be close to fraudulent billing practices. If their explanation that I had agreed to them using my credit card for any purchase made is sufficient, why does every other company not use this billing practice it would certainly save them time and money.

Business Response: ITEM # 1:
Ms. **** advised that she called in October of 2013 and ordered supplies, of which she received a few days later. Later, she received her credit card statement that showed a total of 4 charges. Ms. **** called into the billing office to question the charges; however, no description was given of each individual charge. At this time Ms. **** requested an itemized statement of which she did not receive. Ms. **** has requested a detailed statement of the charges to her credit card, and confirmation as to why her credit card was charged automatically
 
RESPONSE
We reviewed Ms. ****’s account and confirmed that the 4 charges to her credit card were valid charges, of which were automatically charged as the patient authorized these transactions on October 30, 2013 over the phone. We also confirmed that Ms. **** was provided with an itemized statement; however, we are sending a better break down of each charge. We apologize for any inconvenience this may have caused. 
Sincerely,
 
***** **********
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I took a dr script into there 8/3 they took a copy of ins. card said it had to be pre-certified asked if I could maybe have machine by the 8/15 cause of surgery. Call the week before surgery was told waiting on ins. Had surgery had complications came home called again was told would get back with me didn't hear anything. Finally got ahold of someone that told me they didn't have my ins. ID# told them they had a copy of my card so didn't understand why they didn't have it or let me know before then. The person called ins. called back and said ins. would pay 100% finally had appt set up on 8/27 to pick up machine. When I picked up machine they told me they make everybody give a credit card to have on hand but mine would not be charged since ins. will pay 100% my paperwork showed that I didn't owe ins. paid 100%. On 8/30 they billed my credit card for 354.29 when I called about it they said that was my 20% told them I was told it was 100% and my paper work showed I owed nothing they did not give me anything showing this bill found it when got the credit card bill. I have made several phone calls to them about getting this refund and they keep having different reasons for not having billed ins. most the time they said would get back with me and I heard nothing so would call back. I have also made several trips in there and taken papers to dr. office that they said they sent and the dr. office says they hadn't received anything. I told them at the beginning when they billed my card that I needed this money put back on the card and they said they will take care of it as fast as they could. Have been dealing with this Sept, Oct, Nov. called them the 2nd week of Dec told me got all the paperwork back on 10/17 and the ins. was billed the 1st week of Nov. called ins. on 12/17 and they told me that they did not bill ins. yet. When I call Apria in ********* the tell me to call the billing and when I call billing they tell me that the ********* office has to take care of it and it's been billed. I'm sure if I owed them they would have it taken care of get there money but they have made me wait all this time and everytime I've told them I'm still on leave and need that money back. I'm tired of the run around they are giving me all they have to do is bill the ins.

Desired Settlement: To have my insurance billed and refund money they have owed since the end of Aug.

Business Response: ITEM # 1:
Ms. ***** states that Apria has not billed her insurance which would cover the cost of her equipment at 100%. She is requesting a refund for the amount that she was charged for co-pay.


RESPONSE
We have reviewed Ms. *****’s account and found that the ID number we had filed to Anthem was incorrect. The ID number has been corrected and the pending invoices for the sale of the BIPAP, humidifier and supplies were resubmitted to Anthem on December 21, 2013. 

We have Ms. *****’s Anthem loaded as an 80% plan, which would owe 20% co-pay. Her credit card on file was charged the co-pay of $354.29, if Anthem does pay for the equipment and supplies at 100% we will issue a refund to Ms. *****.


We apologize for any inconvenience this may have caused and we will check the account in two weeks to see if Anthem has paid, so the refund can be processed if needed.


Sincerely,
****** ****
Billing Center Quality Specialist 
 
   
 
 
 
 
 
 
 
 
 
 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** *****

I stopped in today to see when I would get my money back on my card that I received a insurance paper showing they paid 100%, they called someone and was on hold told me it might take awhile but I couldn't wait had a drs appt. so I told them I would stop back tomorrow had another drs appt. down there.   They also told me today they did not have the right ID # told didn't understand that they took a copy of my insurance card the 1st of Aug with the script I dropped off and they got the right # when they finally returned my call the week before I picked the machine up on Aug 27th.

thank you for your help ****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband has sleep apnea and needed a new CPAP mask, hose, and filter. He was approved to receive a new one by Cigna and was told to go to a facility to pick one up. When he arrived at the facility, he was shown to a room and a respiratory therapist came in. She pulled up his last order and went to the stock room to retrieve it and handed him the materials. At no point was ANY other service provided. She did not open the box or ask any questions about his health. She did not check the fit of the mask. She handed him the box and he left. No care or medical service was given and he was not given a choice to NOT see the therapist. Apria is charging us $74.00 for a respiratory visit. I have complained and was told since the therapist handed him the box we have to pay it and they won't remove the charge. This is a BOGUS charge and it's terrible that this company is charging us for a visit when no service was provided that a clerk or receptionist could/should have provided. I have paid for the materials except for this service charge and now they are threatening me with collections. I will pay the bill but I would like a refund for this service as no service was provided that is worth the cost they are charging. If I'm going to be billed for respiratory visit, then the therapist should do something other than hand someone materials.

Desired Settlement: I want a full refund of the $74.00 and for the company to review how they charge their customers. A clerk should be available to pull materials when someone has no need to see a therapist and is there just to pick up materials.

Business Response:  
ITEM # 1:
Mrs. ******** advised that Mr. ******** went to the Apria office, located in Newark, and picked up his box of supplies. Mrs. ******** advised that this is all that took place in the office; however, they have charged with a clinical visit. She has asked that this charge be refunded and removed. 
 
RESPONSE
We confirmed that Apria Healthcare is contracted with Cigna to charge for a clinical visit if the patient has a meeting with the Respiratory Therapist, or is set up with equipment in home or at a skilled nursing facility. Based on the information provided by Mrs. ******** the patient picked up his supplies, and had no meeting. Our insurance billing department is having the patient’s insurance take back their payment made to Apria Healthcare, in order for the patient to receive their refund. The patient has been contacted and informed of this information. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
***** **********
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband,***** W ******* was in need of oxygen, so his physician Dr. ***** arranged for an Apria employee to come to our home and test my husband's oxygen level so that our insurance company would cover the charge. The nurse stated that the reading wasn't accurate, but my husband was desperate for breath and we said we would pay out of pocket. I gave her a check for $125.00 which has been cashed by the company. My husband was still in distress,however, and we noticed that the oxygen output was not what it should be with that machine. I called the nurse and requested a machine with greater output,she said they did not have anything else available. I asked her to have someone pick up the machine and I called another company to bring out a higher capacity machine. This all took place on August 28. My husband passed away on August 29. I have made several phone calls explaining to Apria employees that we were unable to use their equipment and that I would like a refund of $125.00. I have never seen such bad customer service, for they not only want my $125.00, but I receved a bill for an additional $125.00 on 10-12-2013 and another bill for $125.00 on 11-12-2013. The Apria folks want me to send them $250.00 on top of the $125.00 payment by check. The last time I spoke with an Apria employee on 10-19-2013 I informed her that I was through trying to explain this situation and that I would be calling the Better Business Bureau in 14 days if things weren't resolved. I am at wit's end with these people and I hope you can help. Thanks

Desired Settlement: I am requesting a refund of $125.00 and an apology for all the stress this has caused me. They have a ridiculous hold time on phone calls and it appears they need to hire some new managers. I would just like to close this chapter on a awful night and be done with this billing fiasco once and for all. Thanks

Business Response: ITEM # 1:
Ms. Mc ***** advised that Mr. Mc ***** was delivered oxygen I August 28, 2013, and the payment of $125.00 was made upon delivery. Mr. Mc ***** passed away the day after the equipment was delivered; therefore, on August 30, 2013 the equipment was picked up. Since then she has been billed 4 additional months of rental, and has requested that the original payment be refunded. 
 
RESPONSE
We confirmed that the equipment was picked up on August 30, 2013; however, the equipment continued to book in our system. At this time Mrs. Mc *****’s payment of $125.00 has been submitted for a refund, and a total of $625.00 is being removed, or adjusted, from Mr. Mc *****’s account.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. 
 
Sincerely,
 
***** **********
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My father receives a liquid oxygen delivery every 2 weeks. Apria is supposed to deliver every other Wednesday before 12 Noon. Unfortunately, our delivery is frequently later than scheduled, often as late as 8pm, or skipped completely and they arrive 1 day later. The last delivery on Dec. 18, 2013, was made at 11:20pm. This is unacceptable. My father is 75 years old and in poor health. He must have oxygen for his survival. We have also experienced no delivery on a scheduled delivery day. When calling the Menlo Park office regarding our delivery, we always experience ridiculously long hold times, 20 minutes or more. Often, the person who answers the phone isn't able to provide accurate information regarding delivery. We were supposed to receive a delivery today. Dec. 31, 2013, before 12 Noon. When I called the office this morning I was told the computer showed the delivery was scheduled for today by Noon, however, it hadn't been placed in the delivery driver's log, so they would have to notify the driver. At 3pm, the delivery still had not arrived.

Desired Settlement: We would like the BBB to notify Apria of this formal complaint hoping that this may improve the situation.

Business Response: ITEM # 1:
 
Ms. ********’s father receives liquid oxygen deliveries every 2 weeks on Wednesday before 12 noon. ON 12/18/2013 and 12/31/2013, it was noted by Ms. ******** that the delivery of liquid oxygen came after noon on those dates. Due to her father’s schedule it is necessary to be consistent with deliveries by meeting the every 2 weeks on Wednesday before 12 noon.
 
RESPONSE
The patient has been on Apria’s service for 10 years. Apria uses delivery software that captures delivery times. On 12/18, the time stamp of delivery to the patient was 11:32 am. On 12/31, the time stamp of delivery to the patient was 3:26pm.  Apria apologizes for the inconsistency over the month of December and agreed to continue service under the parameters of delivery every 2 weeks on Wednesday before 12 noon.
 
Sincerely,
 
*** *****
Area Vice President Operations – Northern California 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We requested delivery of our monthly medical supplies for our daughter's respiratory needs but did not receive the delivery. After a week, we called back to inquire on the status of the delivery and were unsuccessful in getting through to customer service on several attempts. It finally came to the point that we had to call the after-hours assistance line to request emergency delivery of essential supplies, and as a result our monthly delivery was split into two separate orders. We now would like Apria to combine our monthly order under a single delivery again to avoid confusion (the respiratory supplies are only one aspect of our daughter's needs that we track--she also has gastro-intestinal/food supplies and pharmacological supplies that are handled through other medical supply services that we track), but we are being told that because of the insurance billing cycle we would have to delay the order to a later date to recombine the total order (which would mean our daughter not having supplies that are required to support her healthcare). It was also implied by their branch manager, Ron, that if we didn't like it we should find another company to service our needs.

Desired Settlement: We want Apria to accept responsibility for causing our delivery cycle being disrupted and to fix the issue so that we will receive our complete order as a single delivery. In doing so we do not want to delay the service or compromise our daughter's health and well-being in any way.

Business Response: ITEM # 1:  Family complains that it is Apria’s fault that they never had their order placed on time because they could not get through on the phone. Because of this they now have to place their order twice a month.
 
 
RESPONSE:  The local branch has experienced a significant increase in phone volume in November and December and have changed the phone tree and added four more employees. It is still the responsibility of the family to make certain the order is place and the manager provided an email option that will go to three supervisors so that this issue will not happen going forward. The branch manager also sent enough supplies at no charge to the insurance or family so that we can get them back on their regular order cycle.
 
Item # 2: Father states that the manager told him he could go somewhere else if he did not like our service.
 
RESPONSE: This is a fact. What *** actually said was “It is your right to complain to your insurance about any product or service you receive from us and to change vendors if you so desire”. 
 
Sincerely,
 
***** ********
Market Leader

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I suffer from sleep apnea and I was instructed to use a CPAP that was provided through Apria Healthcare. They new I was in the military and that I was going to deploy within a month of receiving the device. I requested extra parts for the deployment but never received them before I left for deployment or while I was deployed so after a couple of months the CPAP became unusable because it would not keep a seal. After being deployed for 5 months I came back and expressed my displeasure with their service but nothing was done. I requested a three month supply of parts again because I was heading off to a training school that was going to last that long and it was on the other side of the country. I was told that it would not be a problem. I was told I would receive in two weeks. I had to report to my training command in three weeks. Needless to say I never received those parts so I have not been able to use the equipment for almost a year. The reason I need this equipment is because I stop breathing in my sleep and the machine helps open up my airway so I can get sleep and prevent me from possible passing away in my sleep. I returned the equipment to them two days ago and explained to them my disappointment but no one seemed to care. I will be moving to Virginia where I plan to find another company to get my equipment from so I will not have to deal with these problems. Product_Or_Service: CPAP Unit S9 autoset w/o HH Order_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to take responsibility for their actions. Provide a better service to their customers and understand that they playing with peoples lives. If they cannot do so, then they should not be in this business.

Business Response: ITEM # 1:
Customer states that when he was set up with his equipment he was aware of his upcoming deployment and asked for additional supplies to take with him, but the supplies were never received
 
RESPONSE
Upon review of the customer account I did find that we originally provided him service on March 18th of 2013. On March 22nd we saw him again to exchange his device, and provided him with new supplies that would better suit his needs. I also found that on March 25th 2013 we did a pressure change on his device at the request of his physician. I could find no record of a request for additional supplies to be provided prior to his deployment. 
 
ITEM # 2:
 
Customer states that upon return from his deployment he called and requested supplies for his device as he was leaving for training and would need them. States that supplies were never received.
 
RESPONSE
I did find that shortly after the customers return from deployment he did call in and request supplies. We created an order at his request on August 26th 2013. From what I could see this order was misplaced and not worked again until September when the customer called to inquire about the status and inform us he was leaving for training the following day September 14th. The order was worked and his insurance benefit was verified, but when our representative completed the order and tried to call the patient to confirm the address he needed it shipped to she was unable to reach him. Our representative made three attempts to reach the patient by phone and he order was ultimately canceled in October when we could not reach the customer. 
 
Sincerely,
*** * *****
Branch Manager 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TSA confiscated my tubular to my machine and it has been 2 weeks since filing my first complaint with Apria and have yet to see the replacement tubing Needed replacement tubing and it has been 2 weeks after calling multiple times to get this sent!!!!

Desired Settlement: I need the tubing so I can sleep and survive! This is a matter of life and death!

Business Response: RESPONSE

Mr. ******'s tubing was confiscated by TSA and on November 27th 2013 we provided him with the tubing needed to use his PAP machine. Mr. ****** was mistakenly shipped the wrong mask and on 12/04/13 the correct mask was shipped to him at no additional charge. We do apologize for any inconvenience or delays caused by this and we look forward to continuing to service Mr. ******'s PAP needs.

Sincerely,
**** ********
Branch Manager


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the last 4 years, I have used Apria Healthcare to order supplies for my CPAP machine that I sleep with at night due to sleep apnea. I had to purchase the machine and make monthly payments for 12 months until the balance was paid. At the office nearest me, I filled out paperwork. They required my monthly payments to charged to a credit card. The problem began with the 1st payment. Apria would charge my credit card for the monthly payment and also send a billing statement to my house. My husband paid the Apria statement as well as the credit card bill with the duplicate charge. After a few months, I realized what he was doing and spent numerous hours getting that straightened out. When I ordered supplies, same thing. I would get a credit card charge and a statement sent to the house. When I didn't pay the statement, due to the charges on my credit card, the phone calls started from their collection department. It got to the point that I used my same equipment, that typically should be replaced every 6 months, I would use for 12 or 18 months so I wouldn't have to deal with such billing catastrophes. I tried to work with the local office but they didn't handle billing. The billing center is staffed with persons who don't speak very good English. This would make phone conversations twice as long, frustrating and hard.I recently ordered supplies because my doctor's office sent the prescription to Apria.Not only did they charge my credit card and send me a billing statement, they overcharged me $42.43. The charge appeared on my credit card statement in March 2013. The collection calls started after that. This is November 14, 2013. I have finally gotten them to realize their error after numerous HOURS on the phone and faxing pertinent information. On 9/10/13 they informed me I should receive a credit of $42.43 and that would be processed. As of today, no credit has been given and I have spoke to representatives 5 times, in regards to the credit. I will NEVER use Apria again. Product_Or_Service: CPAP machine

Desired Settlement: DesiredSettlementID: Other (requires explanation) I don't know what kind of compensation would be appropriate. I have kept every person, date and time I spoke with someone but not the endless hours on hold & explaining the situation countless times. Also I faxed information on this last go around at least 4 occassions because someone didn't scan it in. I wrote angry letters. I have never received a phone call from anyone in response to my concerns. I don't imagine they care because I will no lo

Business Response: ITEM # 1:
Mrs. ***** states that she had a credit card on file to pay her monthly co-pays, however she would also receive a statement to her home. She states that she has tried to resolve the issues with the local office and was told to contact billing how she has issues understanding. She states that she is due a refund and will no longer do business with Apria.

RESPONSE
After reviewing Mrs. *****’s account we found she was still receiving statements because the credit card payments had not posted before the generated statement date. We apologize that our team did not assist in having the generated statement date changed so this would stop the issue from occurring.

Our local office does not handle billing and will refer the patient to the billing department for any questions. We apologize for any language issues that occurred regarding our billing department.

Our team did locate the overpayment of $42.43 on November 14, 2013 and we have requested a refund check be mailed to Mrs. ***** in the amount of $42.43. Please accept our sincere apologies for the inconvenience this has caused.

Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mother transferred her medical supplies provider to ***** (an Apria subsidiary) on approximately June 30th, 2013. These medical supplies, specifically tube feeding supplies, keep her alive. She cannot take food orally due to the effects of a severe stroke she suffered 6 years ago. The only food she takes is formula through tube feeding. Today is October 2, more than 3 months later, and she has not received a single shipment of supplies. We have had to pay through our own pocket to purchase formula. Additionally, we are having to re-use the tube feeding bags which should be changed on a daily basis. Due to my mother's fragile condition (she is wheelchair bound and doesn't even have the strength to speak), I fear that ***** is putting my mother's health at risk. The problem, according to Coram, is getting Medicare (her primary health insurance provider) to authorize her qualification for tube feeding supplies. First, my mother has been tube fed ever since she was discharged from the hospital 6 years ago after her stroke. Nothing has changed. Second, it should not take more than 3 months to get Medicare authorization.I have spoken to ***** at least 25 times now. Only once have I spoken to a dietician, who would be the most qualified person to expedite the authorization process. I have bent over backwards to help ***** get the proper paperwork, even though it is their responsibility. I have personally contacted the hospital that treated her stroke, her speech therapist that treated her for post-stroke rehabilitation, her Gastroenterologist that placed her G-tube and her primary care physician. In addition, I have given ***** all the contact numbers (fax and voice) for the aforementioned health care providers. Coram's system is severely flawed. They do not have a dedicated person assigned to my mother's account. Whenever I call, I get a different customer service representative who has to read my mother's case history. I have not sensed any urgency on Coram's part. Account_Number: *****

Desired Settlement: I request reimbursement for all our out-of-pocket expenses and payment for the pain and suffering felt by my family. I do not wish to involve litigation, but the amount of stress and anguish this is causing my family is really unfair.

Business Response: Item # 1:
Patient didn’t receive orders timely, causing patient to purchase formula.

Response:
Patients chart did not contain appropriate documentation to support the need for tube feeding per Medicare guidelines. Alternatives were suggested until we received documentation. Qualifying documentation was received and tube feeding order shipped

Item #2:
Tube feeding team slow in obtaining documentation.

Response:
Worked timely to request and follow up with MD to obtain documentation.

Sincerely,

****** ****
Billing Center Quality Specialist


Item # 1: Significant delay by the healthcare providers submitting documentation.

RESPONSE: attempts were made by ***** Inc., to obtain the appropriate documentation from the patient’s physician. The delay in question is from the treating physician not sending the Medicare required documentation to ***** Inc. When documentation was sent, it was determined that the paperwork didn’t meet Medicare requirements to justify the need for the feeding pump. Thus a recommendation was made for a change in administration to bolus or gravity feeding.


Sincerely,

**** ** **************, RD Enteral Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer with Apria, sinse 2007. Recently we received a collection letter from West Asset Management, indicating we owed Apria over $2700+ dollars for 4 months in 2010. With diligent effort, I finally resolved the problem with Apria. It was like the old saying, "you have to hit them on their head with a 2x4 to get their attention". Their Accounting system and management is poorly maintained and managed and operators are not properly trained. This is evidenced by our conversations with multiple people in A/P.Apria did not have the common courtesy to notify us before sending the info to a collection agency. According to accounts receivables personnel, they send all suspected over due bills to collections and then let their customer battle with accounts payable. Fortunately we had kept all transaction with Apria and were able to refute this false claim. They did the same thing again for 4 months in 2010, followed the same procedure and the battle began again.

Desired Settlement: Apria is to send us corrected invoice, notify the collection agencies. If Apria fails to follow through, we plan to SUE them.

Business Response: RESPONSE
We have confirmed that all of the invoice’s referred to collections were removed on October 21, 2013. Ms. **** has a $0.00 balance with Wes Asset Management as of today (12-12-13). We apologize for any inconvenience this may have caused.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our account was paid in full, apria made a mistake and sent a refund check, before I would pay the balance they were saying was owed I wanted an itemized bill. After 19 phone calls, speaking to different people I finally received the itemized bill October 30, 2013 and I recieved a letter on October 31, 2013 that our bill was sent to collection. OUR BILL WAS PAID IN FULL IN APRIL. THIS MISTAKE WAS APRIAS, THEY DID NOT PROVIDE THE INFORMATION WE REQUESTED BEFORE SUBMITTING ADDITIONAL PAYMENT. THEIR CUSTOMER SERVICE WAS TERRIBLE. REPRESENTATIVES WOULD SAY THEY WERE "GOING TO LOOK INTO THE ACCOUNT AND CALL BACK", NEVER HEARD FROM THEM. SUPERVISORS WERE RUDE AND DID NOTHING TO RECTIFY SITUATION.My husband recieved a CPAP machine from Apria on February 28.2013 a check was written for $152.06 at delivery. When an invoice was receive in April a check was written for $410.88 to pay the acct in full. ( Ihave copies of the checks) Our account was paid in full and on time. Every month I would recieve an invoice from Apria stating there was a balance due of $149.54. I have made 19 phone calls in 6 months to Apria. Spoke to several different people and no one followed thru or could answer why I was receiving this invoice. On August 28th I recieved a check from Apria stating after review of my acct I was entitled a refund of $152.06. I continued to receive invoices from apria so again I called and asked why I was getting invoices if I received a refund for over payment. I have records of my phone calls, the names of representatives I talked to and still nothing was done to assist me. On October 31st. I received a letter form West Asset Management telling me my acct was turned over to collections. I paid my acct in full April 19, 2013. Apria could not tell me why I had a refund and turned me over to collections. The customer service was TERRIBLE at apria healthcare. We will never use them again and I will never recommend them to anyone. Product_Or_Service: CPAP Machine

Desired Settlement: DesiredSettlementID: Other (requires explanation) Apria owes me an apology. They also need to hold their representatives accountable for not following through and answering why we were getting billed. I have the names of representatives and would love to speak with someone to discuss this poorly handled situation further. I am an RN, if I took care of my patients the way Apria took care of this situation they would die... Mrs. ***** (********) ****

Business Response: ITEM # 1:
Mr. **** states he did not receive a call back and that the amount had been paid therefore should not have been referred to collections.

RESPONSE
We spoke with Mrs. **** and apologized for the miscommunication regarding the return call, payment collection issue. We explained that Mr. **** has a $0.00 balance with Apria and collections and the amount was not reported to the credit bureau. Mrs. **** has our phone number if any issues arise or she has any follow up questions.

Sincerely,

****** ****
Billing Center Quality Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last June 29, 2011, I placed an order for a C-Pap machine with Apria, per my doctor's referral because fo sleep apnea. Because fo the Holiday and my work schedule I was unable to pick it up until July 5. When I arrived I informed the salesman that my insurance coverage had changed on the 1st and that because I already had an older machine, to inquire as to whether there would be any out of pocket expenses incurred by me. He then proceed to give me a copy of an email from their office (******* ****) placing the order on the 30th of June and assured me that because fo this that the machine would be covered. I then had him contact Concentric in this regard and they too confired that it was covered by my old insurance from Cigna. I was adamant with this guy about this issue and recieved vehement assurances that there is no expense to myself. This is why he gave me a copy of the email order. You can imagine the dismay when I got a bill several months later from Concentric for $444,25. (Acct #**********) Now I just recived a collections letter from them and after talkiing to ***** and ******* from billing, ***** from Concentric I was finally able to get the office on the phone, but the manager ****** ******* is ignoring my request to settle this issue. Everyone is trying to pass the buck. Is there any recourse your office can suggest? I would return this machine as I don't even use the darn thing, but they said no returns. This slimebag knew this all along. Your help in this matter is greatly appreciated. Acct #**********

Desired Settlement: I do not want to pay for something they claimed was going to be of no cost to me. Now the billing dept is saying that Cigna only acknowleged servuce, when the possession of the machine takes place. I NEVER would have taken possession if I had know this to be the case. I want NO BILL and to return it to Apria

Business Response: Item # 1:
Mr. ***** alleges that when he placed an order for a CPAP machine with Apria on June 30, 2011, the salesman informed him that although his insurance would change on July l, it would be covered 100% by Cigna. He states that he later received a bill from CareCentrix (the third party billing service provider used with Cigna) for $444.25 and has now received a collections letter.

Response:
Our records show that Apria sold a Continuous Positive Airway Pressure Machine (CPAP), Humidifier and Supplies to Mr. ***** on July 5, 2011 (which was ordered on June 30, 2011),

In accordance with the terms of our contract with Cigna, we subsequently submitted an insurance claim to CareCentrix on behalf of Mr. *****. Under this third party contract, CareCentrix bills the patient for any amount that Cigna applies to the patient’s co-pay, deductible or out-of-pocket cost.

CareCentrix paid Apria at 100% and then submitted their claims to Cigna to be processed. In this case, it appears that CareCentrix processed Mr. *****’s claim as of the July 5, 2011, date, at which time he was in a new policy period and therefore owed a balance of $444.25.


After careful research and consideration of Mr. *****’s concerns, Apria is making a courtesy adjustment of $444.25 and will advise CareCentrix of the same. This should leave Mr. *****’s account with a $0.00 balance and no collections activity.

This should stop all correspondence and billing to Mr. ***** for these charges.

We are sorry for any confusion there may have been in communications with Apria and we believe that we have taken all appropriate steps to resolve this matter to Mr. *****’s satisfaction.
Sincerely,

**** *****
Patient Pay Management Center
Billing Center Management

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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. I have also had this matter resolved some 3 years ago! Really? You guys are so on the ball. I have nothing but the utmost confidence in your organization. You are nothing if not, expedient.  BTW, where in the hell did you get that I submitted this compliant last week? Way to go. I can now sleep better tonight.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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