This business is not BBB accredited.

Apria Healthcare

Additional Locations

Phone: (949) 639-2000 View Additional Phone Numbers 26220 Enterprise Ct, Lake Forest, CA 92630 http://www.apria.com


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Description

This company offers medical equipment services.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 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:

  • The business is in the process of responding to previously closed complaints.


Customer Complaints Summary Read complaint details

629 complaints closed with BBB in last 3 years | 366 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 318
Delivery Issues 29
Guarantee/Warranty Issues 0
Problems with Product/Service 268
Total Closed Complaints 629

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Apria Healthcare
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: Business started: 07/19/1984 in CA Business started locally: 07/19/1984 Business incorporated 03/03/1992 in CA
Type of Entity

Corporation

Business Management
Mr. Dan Starck, CEO
Contact Information
Customer Contact: Ms. Mary Felder, Physician & Patient Relations Lead
Principal: Mr. Dan Starck, CEO
Number of Employees

1

Business Category

Hospital & Medical Equipment & Supplies

Alternate Business Names
Apria Healthcare Group Inc Coram Alternate Sites Inc Coram Healthcare
Referral Assistance

The following Government Agency(s) or Association(s) may be able to provide you additional information:

Federal Trade Commission 600 Pennsylvanis Avenue, NW, Washington DC 20580 http://www.ftc.gov

Industry Tips
Medicare Identity Theft Refunds & Exchanges

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    10090 Willow Creek Rd

    San Diego, CA 92131 (858) 653-6800

  • THIS LOCATION IS NOT BBB ACCREDITED

    10678 Westview Pkwy

    San Diego, CA 92126

  • THIS LOCATION IS NOT BBB ACCREDITED

    12310 World Trade Dr #100

    San Diego, CA 92128 (858) 576-6969

  • THIS LOCATION IS NOT BBB ACCREDITED

    2530 Jason Ct

    Oceanside, CA 92056 (760) 724-9300

  • THIS LOCATION IS NOT BBB ACCREDITED

    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

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 W Main St

    El Centro, CA 92243 (888) 492-7742

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently received supplies for my home DME equipment. Apria has a policy in which they charge and collect any co-pays upon supply ordering. I received a statement for a co-pay that was due. I immediately called Apria to inform the billing department that I had met my out-of-pocket maximum for the year and asked that they wait for reimbursement from my insurance carrier. The agent stated that this would be done and that she noted the call in the computer system. Two days later I was doing a routine check of my **** account and discovered that Apria had gone ahead and charged my account with a number they had on file from the purchase of a new piece of equipment the previous year. I immediately called the billing department again and was told that, if the insurance company did indeed pay the entire amount due that a refund would be issued but that they would be unable to credit our **** account. This is the same company who charged us a co-pay for services that were never authorized by the insurance, then once authorized, sent us a bill along with a notification that I had been sent to a collection agency. Apria's billing practices are questionable and unfair.

Desired Settlement: I would like to have my **** account credited for the amount of the co-pay charged for date of service 04/13/2015.

Business Response: Item
# 1:

Mr.
******** states that he recently ordered supplies and informed Apria Healthcare
that his out of pocket maximum had been met, therefore he did not owe the copay
amount. However his credit card on file was charged $47.89 for the copay
amount. He states that he has requested a refund, but was told the refund would
not be issued until the payment was received by the insurance.


RESPONSE:

We
have researched Mr. ********’s account and found that the copay amount of
$47.89 was charged to the credit card on file, which had been set up as recurring
with an earlier order. We have removed the credit card from Mr. ********’s
account so this does not occur again.

 

We
have not received payment in full from Mr. ********’s insurance company as of
today. If the insurance pays at 100%, then Apria will refund him. We have no
problem refunding his credit card. I will keep a check on Mr. ********’s
account and if the insurance pays at 100%, I will contact him regarding the
refund. We do not show the full credit card number in the system so we would
need to obtain that information to process the refund at the needed 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


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.

Immediately upon receipt of the bill from Apria I called and explained the situation to a Shea in the billing department, who said that she noted in the system that the yearly maximum had been reached and to await full reimbursement from insurance before collecting the co-pay. This was on April 20, 2015. Two days later, on April 22nd ,my account was charged with a  credit card number that they had on file from when I purchased a new unit. I proceeded to call the billing department again and spoke to ****** and a supervisor, ********* who both said that my account could not be credited.

Regards,

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



5/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company was misleading on monthly charges and stated it would be less than $20/month. The charges ended up being ~$50/month. Also company shipped unordered items and expected payment. Payments were made and requested discontinued service, the company continued to bill. Also went to collection agency, even though payment had been made and damaged my credit score. This company does not operate ethically and presents services at a much lower rate to get people in and on their systems and then makes difficult to leave and bills more what was presented. Also their customer service plays games like hanging up on you on the phone during attempts to resolve issues. I even made payment for materials returned and they claim they refunded the full amount. If there was a balance why would they have refunded money? The payment made was not against a specific invoice, but rather paid electronically to the account.

Desired Settlement: Remove derogatory statement on credit history report. If they are not owed any money which the account is closed, then Apria Healthcare.

Business Response: Item # 1:

Mr. ******** states that when he received equipment he was
misleading on the amount he would owe each month. He also received unordered
items and when he made payment and requested for the services to be
discontinued, he continued to be billed. Mr. ******** states that he was also
sent to collections and had phone issues in his attempts to resolve the billing
issues. He wants to make sure that the derogatory statement on his credit
report is removed and that the account is closed.

 

RESPONSE:

We have reviewed Mr. ********’s account and found that he received
a CPAP device and supplies on January 24, 2013. We submitted claims to ***** on
behalf of Mr. ********, any amounts not paid by ***** (copays, deductibles or
out of pocket) would have been referred to Mr. ********’s responsibility. At
the time Mr. ******** also signed the opt-in form to receive supply shipments
every six months per his insurance guidelines.

 

On January 31, 2014, Mr. ******** requested to be removed from the
opt-in supply orders, therefore he was removed. He also requested to return his
CPAP device and supplies that he had just received, in which he signed an against
medical advice (AMA) form and returned the CPAP device and supplies.

 

The supplies that had been shipped on January 29, 2014, were
returned. Therefore the amount paid by Mr. ******** in the amount of

$188.72 was refunded. The balance that had been referred to
collections had already been sent before the payment of $188.72 was made and
then refunded. The Apria system and the collections system are not tied together.
As of today Mr. ******** has a $0.00 balance with collections and per the
collection activity, they did not report the amounts to Mr. ********’s credit
report. Mr. ********’s open balance with Apria as of today is $0.00, with no
pending invoices.

 

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

 

Sincerely,

****** ****

Billing Center Quality Specialist

5/21/2015 Billing/Collection Issues | Complaint Details Unavailable
5/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 2, 2015 I placed an order for CPAP unit accessories: 6' tubing, 6 white filters (3 mo. supply), 1 water reservoir basket (humidifier), 1 each, CPAP Pro Kit (APRIA #*******) Consisting of: Nasal Puffs, Diffusers, Mouthpiece, Hose Clamps, Curved Bracket, Screw & Nuts, Corrugated Tubes, "Y" Coupling. I have received all of the above items with exception of the CPAP Pro Kit which contains the specific items contained therein. I have telephoned APRIA countless times and to date; the customer service staff cannot advise the status of my CPAP Pro kit which is sorely needed! My personal situation is now desperate, in that the mouthpiece that I continue to use is nearly a year old and is in terrible condition (insurance entitles me to a new mouthpiece every 6 months). I have tried many times to contact the corporate office to inform them of my situation, but their automated telephone message simply refers the caller to the general customer service telephone number; where they are unresponsive to my problem. I am extremely concerned that the mouthpiece I am forced to continue to use may cause future health problems such as a type of bacterial illness due to the abnormal and extended use.

Desired Settlement: I am truly in desperate need of receiving the above kit which includes all of the contents mentioned above, especially the mouthpiece. Please kindly assist us in trying to get information regarding the status of my CPAP Pro Kit? My situation has become desperate. Respectfully, ***** ** ******

Business Response: Item # 1: Customer’s
Statement of the Problem: On January 2, 2015 I placed an order for CPAP unit
accessories: 6' tubing, 6 white filters (3 mo. supply), 1 water reservoir
basket (humidifier), 1 each, CPAP Pro Kit (APRIA #*******) Consisting of: Nasal
Puffs, Diffusers, Mouthpiece, Hose Clamps, Curved Bracket, Screw & Nuts,
Corrugated Tubes, "Y" Coupling. I have received all of the above items
with exception of the CPAP Pro Kit which contains the specific items contained
therein. I have telephoned APRIA countless times and to date; the customer
service staff cannot advise the status of my CPAP Pro kit which is sorely
needed! My personal situation is now desperate, in that the mouthpiece that I
continue to use is nearly a year old and is in terrible condition (insurance
entitles me to a new mouthpiece every 6 months). I have tried many times to
contact the corporate office to inform them of my situation, but their
automated telephone message simply refers the caller to the general customer
service telephone number; where they are unresponsive to my problem. I am
extremely concerned that the mouthpiece I am forced to continue to use may
cause future health problems such as a type of bacterial illness due to the
abnormal and extended use.

 

Complaint
Background:

Purchase Date:
1/2/2015

 

Desired
Settlement: I am truly in desperate need of receiving the above kit which
includes all of the contents mentioned above, especially the mouthpiece. Please
kindly assist us in trying to get information regarding the status of my CPAP
Pro Kit? My situation has become desperate. Respectfully, ***** ** ******

 

RESPONSE: Mr.***** ******’s supplies were shipped overnight by the local branch who must
order these supplies each time he requests them. This particular CPAP mask will
always be a special order item requiring from 1 month to 3 months for the order
to process. This is a unique mask.  The other portion which took some time to complete is a compliance download showing his secondary insurance **** ****** he is compliant using his CPAP
nightly.  Mr. ****** has been contacedt on May 12, 2015 the day his supplies shipped with an ETA of May 13, 2015.

 

Sincerely,

 

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

Supervisor
SMC/HST

 

 

5/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In December 2013 I was fitted for the CPap machine through Apria. The billing has been a nightmare ever since. First off, this company claimed that I could not have the machine unless I gave them a credit card. I told them I do not have a credit card and they proceeded to tell me that I could not take the machine. So I gave them my wife's debit card but was told that I could write a check and that the debit card was only if I didn't pay. At that time I paid 148.98 by check. That was fine until the first month when I received my first statement and was charged the 148.98. My wife called to verify why the payment had not been credited to our account and was told by ***** @ 7:30 AM on 1/10/2014 to disregard this statement and that we had a 0 balance. We called to tell them to take off the debit card from the account due to debiting money before a statement came out. We were told in February that they would take off the debit card on the account. Well around the middle of March they debited 112.8 from our account. This in itself is fraud. So we had no other option but to call our bank and cancel the card. After that we paid each statement as it came and we paid by check. Our last statement from them was 8/1/2014 with a balance of 20.15 which we paid on 8/15/2014 check ****. According to our insurance EOB we should owe Apria 614.68 on what Apria has turned into them and we HAVE paid Apria 570.02, leaving a balance of 44.66 not the 171.00 that they say we owe. When I tried to explain this to them and have them go over this month by month and comparing it with the EOB I was told they had already gone over this and THEY HAVE NOT! Today I called them because I had not received the February statement and was told it was turned over to collections. I have proof that I have paid and overpaid this company and now my credit had been compromised due to their poor billing practice. The reason I called Apria on January 19th was to see if I had a refund coming due to them charging me 85.05 for supplies that my EOB states should cost me 59.35. That is when I was told that I had the 171.00 and change balance. Below is a month by month breakdown EOB from Ins. 12/27/2013 Date of service Allowed amount 603.90 paid by ins 483.12 we owe 120.78 we paid 148.98 ck #**** 1/27/14 dos allowed amount 142.19 we owe 142.19 we paid 28.2 debit withdrawal 2/27/14 dos allowed amount 100.54 we owe 100.54 we paid 112.8 debit withdrawal 3/2014 3/27/14 dos allowed amount 100.54 paid by ins 80.43 we owe 20.11 4/27/14 dos allowed amount 100.54 paid by ins 80.43 we owe 20.11 we paid 40.3 ck #**** 5/27/14 dos allowed amount 100.54 paid by ins 80.43 we owe 20.11 we paid 20.15 ck #**** 6/18/14 dos allowed amount 355.78 paid by ins. 284.62 we owe 71.16 we paid 76.00 ck#**** 6/27/14 dos allowed amount 100.54 paid by ins 80.43 we owe 20.11 we paid 20.15 ck#**** 7/27/14 dos allowed amount 100.54 paid by ins 80.43 we owe 20.11 we paid 18.24 8/27/14 dos allowed amount 100.54 paid by ins 80.43 we owe 20.11 we paid 20.15 ck#**** 12/17/14 dos allowed amount 296.78 paid by ins 237.43 we owe 59.35 we paid 85.05 Their billing is so vague. It had no insurance pending, paid by insurance and any of the like. Makes it very hard to detect fraudulent charges! If copies are needed for everything we have them. I can't figure out why we received a bill in August and none since then until this January bill with last January charges?????? They claim these are deductible charges but we paid them last January, February and March as you can see above.

Desired Settlement: clear our name and stop this company from ripping people off!!!!! We have never been late with a payment and do not make it a practice of skipping out on our bills.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Apria Healthcare regarding complaint ID ********. I have also requested the help of patient care as a third party to this matter and they are getting no where also. Apria has decided to turn us over to collections. My many attempts to resolve this with Apria have come to a dead end. This company should not be allowed to operate and ruin peoples credit. I have the feeling that maybe they are fixing their books at my expense.

Regards,

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

Business Response:

RESPONSE:
After full review of Mr. ******’s account, we show that Mr. ****** did receive the
Continuous Positive Airway Pressure (CPAP) Unit on December 27, 2013. We do show that check number **** was given at setup and authorization was given by Mr. ****** to charge the ********** provided for any and all future charges.
 
Per our records Mr. ******’s Continuous Positive Airway Pressure (CPAP) Unit did convert to sale on September 25, 2014 and is no longer renting on Mr. ******’s account.
In regards to the balance in collections, Apria Healthcare has recalled the remaining balance in collections so it will not reflect as Mr. ******’s responsibility.
 
Apria Healthcare will be mailing out a detailed accounting to Mr. ****** for his account to the address we have on file for Mr. ******.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

Consumer Response:

I do not understand the response from Apria. We have paid the collection agency that Apria sent our account to and have a patient advocate fighting the amount in dispute. I do not understand their response below. Are they saying that we now do not owe this amount or that they have washed their hands from our account and put the ball in someone elses court? I need clearer answers then this.
******* ******
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,

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



Business Response:

Better Business Bureau
San Diego, CA
Attn: **** ******
Dispute and Information Analyst Lead
***********************

Re: Apria Healthcare Inc: ***********
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:
Mr. ****** stated that he needed further explanation to the response that he received from the
initial Better Business Bureau concern.

RESPONSE:
Per our records we do show that the amount that was previously sent to collections was
paid by Mr. ******.

To further explain the response from the initial concern on behalf of Mr. ******’s
account, at this time there is no open balance on Mr. ******’s account nor any balance
pending in collections.

We apologize for any inconvenience this may have caused.

Sincerely,

*** *** *********
Patient Account Resolution Team Lead

5/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ****** *. *******. I am the daughter of ***** ** ****** who is a stroke patient,diabetic and completely bedridden. My complaint is that Apria Healthcare is the home equipment supplier for my mother. The order for her home equipment was placed in October while she was in the hospital and again when she was released from the nursing facility and a third time by the hospital when she was released on November 25, 2014. I was present when her doctor verified the home equipment to be ordered. The doctor approved the following equipment: Drop Arm Porta Pottie Hoy Lift Reclining Wheel Chair Apria HealthCare delivered the following on December 30, 2014 at 10:35pm.: A Regular Porta Pottie (without the drop arm, which she cannot use because she has to be pulled onto the Porta Pottie and a regular Porta Pottie does not allow for the arms to drop) Hoy Lift (without the seatnet that comes with the lift) Reclinning Wheel Chair (that is too small for her-she can't get into the reclinning wheel chair)I have been calling Apria Healthcare since November 26, 2014 which is the date that the home equipment was suppose to be delivered. They come up with one excuse after another and this has been going on since November 26, 2014.Apria promised that another reclinning wheel chair would be delivered the next day when they delivered one that was too small and still the correct home care equipment for my mother has not been delivered.That is why I am filing the complaint because as of January 12, 2015 the person at Apria (******) still cannot tell me when they will pick up the equipment that my mother cannot use and bring the correct equipment that she desperately needs.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Apria Healthcare to pick up the homecare equipment that my mother cannot use and deliver the correct equipment that she desperately needs immediately!

Business Response:



Item
# 1:

Ms.
******* states that Apria delivered the incorrect equipment and would like the
issue resolved.

 

RESPONSE:

We
have reviewed Ms. ****** account and found that she was delivered a commode,
reclining wheel chair and patient lift on December 30, 2014 per the
prescription provided to Apria by the doctor. Ms. ******* called on January 8,
2015, regarding the incorrect equipment that had been delivered, she stated the
patient needed a drop arm commode not a standard and the wheel chair needed to
be a 20 inch, not an 18 inch as she had received.

 

After
the prescription was reviewed again, it was determined that it did not request
the drop arm commode or 20 inch wheel chair. It listed a reclining wheel chair,
patient lift and commode.

 

We
have requested that our local office contact Ms. ******* regarding the
equipment issues to assist her in finding resolution regarding Ms. ******
equipment issues.

 

We
apologize for any inconvenience this may have caused.

 

Sincerely,

******
****

Billing Center Quality Specialist


Item
# 1:

Ms.
******* states that Apria delivered the incorrect equipment and would like the
issue resolved.

 

RESPONSE:

We
have reviewed Ms. ****** account and found that she was delivered a commode,
reclining wheel chair and patient lift on December 30, 2014 per the
prescription provided to Apria by the doctor. Ms. ******* called on January 8,
2015, regarding the incorrect equipment that had been delivered, she stated the
patient needed a drop arm commode not a standard and the wheel chair needed to
be a 20 inch, not an 18 inch as she had received.

 

After
the prescription was reviewed again, it was determined that it did not request
the drop arm commode or 20 inch wheel chair. It listed a reclining wheel chair,
patient lift and commode.

 

We
have requested that our local office contact Ms. ******* regarding the
equipment issues to assist her in finding resolution regarding Ms. ******
equipment issues.

 

We
apologize for any inconvenience this may have caused.

 

Sincerely,

******
****

Billing Center Quality Specialist




Item
# 1:

Ms.
******* states that Apria delivered the incorrect equipment and would like the
issue resolved.

 

RESPONSE:

We
have reviewed Ms. ****** account and found that she was delivered a commode,
reclining wheel chair and patient lift on December 30, 2014 per the
prescription provided to Apria by the doctor. Ms. ******* called on January 8,
2015, regarding the incorrect equipment that had been delivered, she stated the
patient needed a drop arm commode not a standard and the wheel chair needed to
be a 20 inch, not an 18 inch as she had received.

 

After
the prescription was reviewed again, it was determined that it did not request
the drop arm commode or 20 inch wheel chair. It listed a reclining wheel chair,
patient lift and commode.

 

We
have requested that our local office contact Ms. ******* regarding the
equipment issues to assist her in finding resolution regarding Ms. ******
equipment issues.

 

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.



Regards,

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



Business Response:

There doesn't appear to be a narrative of why the consumer is rejecting Apria's response. 



**** ******

Physician & Patient Relations

Apria Healthcare Corporate

 

5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We received Health**** equipment after being constantly called on our home phone for months. They would call everyday of the week no matter what time of day or night 4-5 times per day. We were never disclosed or told that if we ordered or accepted equipment supplies that there would be a 30 day return window. Customer service never disclosed this and their were no instructions with the equipment to that effect. I contacted customer service in regards to their policy and received unsatisfactory customer service and was told no exceptions would be made because it made been more than 30 days. We were 7 days outside that window and NO EXCEPTIONS would be made. I was left with $175 in equipment supplies that we didn't need nor would we use so please please please anyone doing business with them going forward don't accept anything from them without knowing upfront. If we would have known we would have never accepted these and definetly would have called sooner. The supplies aren't even opened and will sit in a box and collect dust. They didn't ship what my husband actually needed yet billed up for supplies we have no use for. I tried and spoke with several supervisors, leads, etc and tried to resolve this on every level only to be shut down. I will NEVER use Apria again.

Desired Settlement: Even though I know they are not going to refund our money because they don't value their customers it's just harass and drive them crazy and then just make money I do want this to be posted to where consumers going forward have knowledge and hope that someone else doesn't go thru this.

Business Response:



Item
# 1:

Mrs.
**** states that they were not informed that if a supply order was placed of
the 30 day return policy. Mr. **** states that he tried to return the supplies
that were unopened approximately 7 days after the 30 day window.

Mrs. ****
states that she spoke with multiple agents, supervisors & leads to attempt
to resolve this.

 

RESPONSE:

*** ** contacted Mr. **** on April 17, 2015 to discuss this
concern & after thorough review of Mr. ****’s account, we do apologize for
the inconvenience & issues that were experienced in regards to Mr. ****’s
account.

 

Apria Health**** has taken an adjustment on Mr. ****’s account for
the date of service for March 3, 2015 due to the return policy not being communicated
appropriately.

 

Apria Health**** is addressing this concern with the previous
associates involved with

Mr. ****’s account.

 

We
apologize for any inconvenience this may have caused.

 

Sincerely,

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

Patient Account Resolution Team Lead

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 am not real sure what they are saying. My husband hasn't spoke with anyone in regards to any adjustments. We only have been told repeatedly there was nothing they were going to do regardless the fact that we were not properly informed about their policies. I in return had to pay a medical bill with the supplier for the supplies that we will not use. So I am confused as to what adjustment they are referring to. If they would like to refund our money that would be great but I doubt very seriously that's what they intend on doing. Please let me know further to where I will have a clear understanding if I am incorrect with their response.


Regards,

***** ****



Business Response: Item # 1: 


Mrs. **** states
that they have not spoken to anyone regarding an adjustment.  She states that she was told they could not
return and she had to pay for supplies that they will not use.  Mrs. **** states if Apria would like to
refund their payment that would be great, but she did not think that was going
to occur. 

 

RESPONSE:

We called and spoke to Mrs. ****
regarding the account.  There had been a
miscommunication regarding Mr. **** being contacted on April 17th
and the adjustment being discussed with him. 

We explained to Mrs. **** that the March 3, 2015 claim was adjusted from
Apria’s system on April 17, 2015, leaving a $0.00 balance due.  The payment made by *********** for the March

3, 2015 claim is in the process of being refunded back to ***********, in which
they should refund Mr. **** for any payments made towards the March 3, 2015
claim.  We apologize for any inconvenience this may have
caused. 

 

Sincerely,

****** ****

Billing Center
Quality Specialist

 


Tell us why here...

5/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company does not have a clue on whats going on. Back in September of 2014 I was informed i needed there service and a c-pap machine. They informed me of my copay and i paid it in full they day I received my devise ($130.00). Two months later I got another bill in the mail for $110.00. I called in to see what it was for and the very rude billing lady said you owe the money so pay it and would not give me an explanation. So the next day I went back to the Brea office and the receptionist said she will look in to it and get back to me, she never did. another month when by and then another bill for $106.00. I call my insurance company to see why this kept happening and they informed me that Apria Healthcare billed them twice. I when back to the Brea office and again she apologized, telling me she you handle it. She didn't!! Now it April and I got a letter in the mail from a collection company. So i went back to the Brea office and talked to a ***** who looked over everything a said that I was charged twice and that he would fix it. He gave my there card and asked me to call back in a week and he would have the matter fixed. Today I called the number and was routed to a east coast office and they would not transfer my to the Brea office. That they are not allowed to. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE

Desired Settlement: Refund of all my money

Business Response:

Item # 1:

Mr. ***** states that he has been double billed and cannot get
help in correcting the issues. He is requesting a refund for the amounts paid.

 
RESPONSE:

We have reviewed Mr. *****’s account and found that he received a
CPAP device, humidifier, mask and headgear on September 23, 2014. We had
informed him at set up his 15% copay would be $136.23, however his **** card
was never charged.


The humidifier had been keyed twice and the balance of $173.61 was
referred to Mr.

***** in error. We have adjusted the amount of $173.61 for the
extra humidifier that was keyed.


We submitted claims to Genesis HC – “******” for the CPAP device,
humidifier, mask and headgear. ****** paid $547.29 on the CPAP device and
applied $96.58 as patient responsibility, they paid $57.63 on the mask and
applied $10.17 as patient responsibility.


The amounts of $96.58 and $10.17 were referred to **** *****
********** on March

29, 2015, as they had been unpaid for 180 days. If the balance is
paid within 60 days of being referred, the amount is not reported to the
patients’ credit report. Mr. ***** can contact **** ***** ********** at
###-###-#### to make payment arrangements.

There is a pending invoice submitted to ****** for the September
23, 2014 claim for the humidifier and headgear in the amount of $196.52. If the
insurance does not pay this claim the balance will be referred as Mr. *****’s
responsibility

As of today there is no payment to refund to Mr. *****. We do
apologize for the miscommunication and inconvenience 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.

On sept 24 my card was charged 136 dollars and change

Regards,

****** *****



Business Response:



Item
# 1:

Mr.
***** states that his credit card was charged $136.00 on September 24th.

 

 

RESPONSE:

We called and discussed the account with Mr. ***** and he had
reviewed his records and found that the charge of $136.00 did not process. He
stated that he paid the open balance due to collections. I told him I would
follow up on the pending adjustment balance of

$173.61 for the humidifier that was booked twice.

 

Sincerely,

******
****

Billing Center Quality Specialist

5/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Billed insurance co in wrong state in May 2014 insurance notified then what to do to correct problem I also called then over. Next 6 months trying to get them to file it correctly, they finally did but by then they had turned it over to collections , I have already paid the collection agency and they are still calling me. I don't feel that it should have been turned over to collections

Desired Settlement: I want the account to be like it never was turned over to collections

Business Response:

Item # 1:
Mr. ******** states that Apria Healthcare billed the incorrect state for his insurance for claims in
May 2014.
Mr. ******** is stated that the balance that was sent to Apria Healthcare’s outsourced collection
agency has been paid and doesn’t feel that the balance should have rolled to collections.

RESPONSE:
We have reviewed Mr. ********’s account and found that the invoice from May 23,
2014 where the incorrect insurance payor code was attached when the initial claim was
submitted on June 10, 2014. Per our records we corrected the payor code and sent the
information to the correct insurance plan for Mr. ********.

Mr. ******** called into Apria Healthcare on April 22, 2015 and spoke with an agent for
our Patient Account Resolution Team who explained that there is currently a zero balance
on the account and the account that was forwarded to collections has been closed.
We apologize for any inconvenience this may have caused.

Sincerely,
*** *** *********
Patient Account Resolution Team Lead

5/13/2015 Billing/Collection Issues | Complaint Details Unavailable
5/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Inititated a referral this company for a pirece of medical equipment in sept 2014 (bipap asv). Had to sign a 12-13m contract. Asked to have credit card on file. gave them my debit card. they told me upfront charge per month 93.xx and an intital cost to eet deductible 200.xx appx. I did this. then not in jan but feb and march I got hit with 375.00 x2 and 93.00 charges. no one gave me a heads up I owed a brandnew deductible as it was my understanding I had entered into a contract for that year at a locked in price of just 93.xx each month. also the machine isn't givng good pressure and not working. complained and brought bck in person. tried a few more weeks w severl masks still not working. To date this machine has cost me thousands of dollars and has thoroughly depleted my checking. I emailed a contact today at apria and explained situation. that was after a contentious call to cus***er servie from billing who refused to revserse my charges. and when I brought device back to store to have it swapped out they refused to take it back saying they didn't want the liability of holding on to my device while they waited for a model to come in. from nov thru march spent over $1300 on this machine and that was the estimated year total for the device. If they were going to take 2 charges of 375.00 out of my card they had an obligation to notify me. luckily...LUCKY I had no bounced items or this could have gone really bad. As it is they are taking money from me for a machine that I cannot use appropriately as it is malfunctioned (through no fault of mine). I need to contact other assistance or another equipment provider at this point with more ethical practices or have Apria refund me the 2 paykments of 375.00 and if I HAVE to stay with them I will need to seek assistance from other payor sources for that unmet deductible that I was never told about. If I signed a contract for 2014 why would I get double charged for a deductible for 2015. very unethical

Desired Settlement: The phone staff is rude and contentious. Example Angel a suppoesd ph supervisor i spoke to after escalating thru 3 levels of care. Completely condescending, refused to reverse any charges. I don't wish to do business with a company that treats me this way. I also Do NOT want them charging my credit card any more. Further they can reverse the two 375.00 payments. I need to see what I can do for co pay or deductible assistance and would like to go through another vendor but don't want to have to be double charged from a new company for a device either I am very not happy with how this company has brushed me off as it it doesn't care about customers because it feels there isn't competition or I cant go elsewhere. I wish to. .

Business Response:

Item # 1:
Mr. **** states that he was asked to provide a credit card when he received his Respiratory Assist Device
(BIPAP) on October 31, 2014. Mr. **** states that we charged his credit card without informing him in both February 2015 & March 2015 in the amount of $843.00.
Mr. **** mentioned in his concern that he signed a contract for one year to lock in the amount of $93.00 per month.
 
 
Item # 2:
Mr. **** stated that his Respiratory Assist Device is not providing good pressure and is not working properly. Mr. **** states that he has paid over $1300.00 for equipment that he cannot use appropriately between the months of November 2014 until March 2015.
 
RESPONSE:
After thorough review of Mr. ****’s account, it was confirmed that when he received the Respiratory
Assist Device, he signed the Sales Service & Rental Agreement (SSRA) which also included Mr. ****’s credit card information. Being that the Sales Service & Rental Agreement was signed, that provided Apria
Healthcare with authorization to charge the credit card provided by Mr. ****.
In reference to the amounts that were charged to Mr. ****’s credit card, those amounts were applied toward your annual deductible with your insurance after the claims were submitted to **** ***** ****
******.
 
In regards to the issues with Mr. ****’s Respiratory Assist Device, we reached out to the local respiratory therapist and they were under the impression that Mr. **** would be returning the Respiratory Assist
Device due to the cost factor. However the Respiratory Therapist did contact ****** today, April 9th and they will proceed with a warranty exchange for your Respiratory Assist Device with a ****** S9 model only. They will not upgrade to the S10 model during the warranty exchange.
The respiratory therapist made an attempt to contact Mr. **** today to explain the warranty exchange process.
 
We do apologize for the miscommunication as our goal is to ensure cus***er satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

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.

1.  Tried to return device 2x and it was refused to be taken back until "another device was available" to swap out.  In fact on 3-27-15 they refused to take it "they didnt want the liability of holding on to it "
2. Never given an offer of a loaner device
3.Contact on that day w ** ****** ***** showing that even though my email and in person contacts with her were 03-27-2015 she had not called me back until 04-10-2015(almost 2 more weeks yet they took rental payments that I contested with my bank). She then didn't called ****** until after that 2 wk later 4-10 or so per an email she sent .

She claims that ****** 1. refuses to swap device for any device but an S-9 but that they devices are "pout of stock" indefinitely from her vendor.

Yet they took 379.00 and 93.xx rent an d deductible cost for a non working machine that they refuse to support with anything close to reasonable cus***er service.

We are now at beyond a month from my last time to return device. ****** will not swap the device for a different device, Apria has not offered me a loaner and this is impacting my health.------



Ms. *****, This is *** ****. I had sent you emails requesting to swap out or do something with the machine the asv as it it not giving me good pressures.

You said you could do that3-27 and I did not hear from you until on or around 4-9- to4-10. We are now two more more business weeks out. 4-21-2015.

I have since cancelled my debit cards and feel you are not in the scope of the contract as a reasonable time has elapsed for you to either get me a new working machine through warranty exchange or other manner or mode.

Your company has refused to work with my bank about the disputing billing charges and has not engaged my insurance company. and you have not engaged the better business bureau as the machine is not working up to contracted expectations.

You and your organization have had up to date contact information from me sicne 10-2015.

***  *** ****.

At this point, with regret this is past an escalated matter. Contact with billing uspervisor angel in march 2015 did not resolve any issue proactively. Bringing the machine in person has not and I refuse to have my situation considered any form of AMA and insist you or an empowered representative contact me to find a better resolution than your companyis silence.

Respectfully

 

 

 

FROM ****** ***** 04-21-2015

Mr. ****,

 

I called in the unit to ****** under the warranty program on 4/9/15 & was told 2-3 business days for the replacement/warranty exchanged unit to arrive.  I called ****** back on 4/15/15 to follow up since I still had not received the unit. They told me that it normally takes 5-7 days, not 2-3 days.   I called today, and now they are telling me that the unit is on backorder with no estimated arrival date available.   I understand your frustration & honestly in my 8 year history of using ****** I have never had this happen.  I have asked if they will go ahead & send me an S10 model & they will not.  I have left a message w/our sales rep to see if he can help out in anyway.  As soon as I get the unit in stock I will contact you.  I will continue to follow up with ****** every couple of days now to hopefully get you a better response on when the unit will be here.  Sorry about the delay on getting your replacement unit.

 

Thanks,

I refuse to pay a company $1500 in deductibles for a non working machine and when they cant get me a working nachine in for "oindefinitely". Take the machine back. give me a refund from Jan 2015 on for rental and deductible costs. I will go to another vendor in my insurance network that treats patients more kindly and with integrity. You cant just say someone signed a rental agreement, not support said machine and then keep taking my money and say your "about service" .  So the letter you got ms garcia is false. I WANT A REFUND.




5/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been'skipped' on more than once with delivery of my oxygen cylanders. I have been their customer about 8 years. During this time I have received 15 tanks every Tuesday. I depend on this to be able to work full-time and use two tanks per day while away from home. When I got home this past Tuesday I had only the empty tanks on my porch. I waited on hold for the 'after hours staff' to be told they had me scheduled for the following Tuesday, April 14. I do not know how they can 'reschedule' a delivery of life supporting supplies without contacting the customer? Finally I was told they would bring me some still that evening. Next morning I still had only the empties. I went to work without and fully expected to receive a delivery at my work. I called again and was on hold or transferred I do not remember the number of times and finally it was agreed that they would make a delivery to my work location. No delivery time was available. After 8 hours without the oxygen, a coworker brought me home and I still did not have a home delivery nor one at work. I have a concentrator at home so was able to have oxygen and attempt to get to feeling better. Two hours later I got delivery at my home address and work informed me the next day they had received two tanks there in the afternoon.

Desired Settlement: I think that being a customer for such a long time, even though I know they are a large company with a necessary service, should be handled in a different, more timely manner. I am on oxygen for a reason---I need it to live.

5/12/2015 Billing/Collection Issues
5/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My uncle is severely disabled and needs a lift to get him into bed at his assisted living facility, (maximum care.) The bed broke yesterday and will not go up and down, so they have great difficulty getting him in and out of bed, causing him more pain and discomfort due to other recent medical issues. I called right away yesterday morning as was promised that Apria would be out that day with a new bed and they said the recognized it was an urgent situation. At 5pm and no bed in sight, I called again and was promised it would be delivered between 8:30-9:30pm. I told them that keeping my uncle up this long would cause great hardship and were they sure they could deliver, they said absolutely. Never happened. I called this morning and asked to talk with a supervisor and have now been on hold for 45 minutes. Their actions caused my uncle even more pain and discomfort than he is already in--their service has always been poor but this egregious and unconscionable service. Why on earth would ****** affiliate with such a poorly rated (by Consumer Reports, **** and others) company?

Desired Settlement: Our ultimate desired outcome is that this organization improves their service. We are definitely going to research with ****** if there are any other providers available to us.

Business Response:

Email sent Friday 4-10-2015 Requesting additional information.  Apria has not been contacted with the patient name, therefore we are unable to research/respond to the complaint.

 

Good Day Ms. ******,

 

I am the Liaison with the BBB for Apria Healthcare’s corporate office assigned to follow up on your BBB complaint. I am unable to research this matter without the name of your uncle. Once I receive that information I will follow up with his local office. Thank you.

 

****

 

 

Consumer Response:

My Uncle's info:
***** ******** **** ****** *** **** *********** ** ****** He is a ****** patient.
He finally got the needed equipment but it took daily calls. Promised it would be out that day. Took over a week.
The care facility even kept him up hours past his bedtime because Apria said they would be there that evening.i even said "Are you sure?" And explained my uncle's condition.  My uncle is qudrapeligic and it is painful for him too sit too long in his wheelchair, waiting for Apria to finally show up days later.
Thank you, 
*****

Consumer Response:

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.

Dear BBB,

Yes, Apria finally delivered the equipment but it still doesn't take away from the fact that they put my uncle in great discomfort while failing repeatedly to do as promised. I have no faith in this company. They used to be great, not sure what has happened, but I have talked with many people who also think the company is unable and/or ill-equipped to handle some new ******** requirements.
In any event, since my Uncle has ******, (Whom I have also complained to), we have to use Apria. So you will probably be hearing from me again the next time my uncle's bed breaks or he needs new equipment.
Thank you for attempting to help,

 

Regards,

***** ******

Business Response:



Item # 1:  


Patient’s bed broke and was not exchanged until the following
evening causing him pain and discomfort.

Response: Apria Branch Transportation Supervisor reviewed
the patient’s file and provided the following timeline of evens. 4/1 1046 *****
****** called to inform Apria the patient's bed was not working and needed to
be exchanged. An exchange work order was created as a same day.

4/1 1601 ***** called back to see where the technician was since he had not
arrived yet and was given an ETA of 2015-2130.

4/1 2220 Technician arrived to exchange bed but was unsuccessful because the
patient was sleeping.

4/2 Dispatch pushed the order through as a same day after reviewing the notes
on the work order from the previous evening.

4/2 ***** called back to inform Apria that we did not show up at the given ETA
and spoke with Customer Service. Customer Service noted a Time Window of 1700,
but the time window did not transmit to ********* Center.

4/2 Technician completed the stop @ 1955 which was 2.55 hours after the Time
Window provided to *****.


We do apologize for any inconvenience or miscommunication as
our goal is to ensure customer satisfaction. 

 
Sincerely, 

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

Sacramento CA

Transportation Supervisor

 

5/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Medical rep at doctors office basically said insurance would pay for it and did not mention reoccurring monthly charges Medical rep at doctors office last April 2014 basically said insurance would pay for it and did not mention this would be a rental charging my insurance $330 per month, he did mention the $5-$10 reoccurring monthly charges. he said insurance would pay for it. so I have accepted the $5-$10 charges every other month. this last march they charged $170.00 to my Credit card with out calling or a mailing a bill first. I get the bill after they charged my card. this is what is so frustrating. I had a used Cpap with me and the doctor and the Apria rep urged me to get the new one and it would not cost more than the monthly $5-$10. I told them I did not want to pay for the new machine when I had one that worked already. here we are a full year later. how much does this machine actually costs? I tired to call and dispute charges and return the machine the first call I was on hold for 45 minutes and hung up. the second call I was on hold for 25 minutes and hung up. you think cause you are at the doctors office it would be a straight up business, Apria called with an automated order new supplies solicitation 3 times a week. it took 5 calls and being on hold to finally get them to remove me from the unsolicited automated calls. at this point I just want to return the unit and stop the billing.

Desired Settlement: $170.00 they charged my card and return the equipment so I no longer have to deal with Apria health care.

Business Response:



 

 Item # 1:

Mr. ******** states that he was not made aware of the recurring
monthly charges for the Continuous Positive Airway

Pressure (CPAP) device that he received from Apria Healthcare.

Mr. ******** also stated that he was informed by a medical
representative at his Dr’s office that his insurance would cover the cost of
the equipment.

Mr. ******** stated that we billed $170.00 to his credit card in
March and did not authorize.

Mr. ******** has experienced lengthy hold times when contacting
billing and has informed Apria Healthcare that he no longer wants to receive
automated calls for supplies.

 

 

 

RESPONSE:

We have reviewed Mr. ********’s account and show that he received
the Continuous Positive Airway Pressure (CPAP) device on June 10, 2014 which
was returned to the *** ***** branch on April 15, 2015.

In regards to Mr. ********’s insurance coverage, we verified
coverage when the CPAP device was delivered with ****** **** ***** **** ******.
Mr. ********’s insurance coverage changed to ***** effective December 1, 2014.

 

Our records show that Mr. ******** did sign a Sales Service &
Rental Agreement (SSRA) with Apria Healthcare and provided authorization to
charge the credit card listed for any future charges on June 10, 2014. The
previous charges that were made to Mr. ********’s credit card were due to
claims processed by ***** that were applied to Mr. ********’s annual
deductible.

 

Pertaining to the automated calls, Mr. ********’s account was
flagged on February 10, 2015 to cease future calls being placed to him.

 

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

Sincerely,

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

Patient Account Resolution Team Lead

5/8/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Physican: ******* ****** ordered a sleep study 1-22-2015 to be performed for patient *** ****** *** *******. The study resulted in the need for medical supplies for a CPAP machine which was already in use by the patient. We supplied multiple copies of the sleep study test to Apria because of lost documentation. We made numerous calls to the Apria call center and talked to several Apria employees.Each call to Apria employees we were told about why Apria needed some additional details before the order would be processed under ******** insurance. We complied to each individual request over a 12 week period. Last call resulted in a requst for the memory card from the existing CPAP machine be carried into the call center office and the supplies would be issued out. This resulted in the office personnel requesting another sleep study report. Our Apria representative name is **** ******* and assigned a order conformation number of ***** on 2-12-15. Apria has been negligent by still refusingto supply required face mask, tubing, and filters which the patient *** ****** needs and because of her COPD and Chronic bronchitis. The patient will pay any out of pocket expenses required, but the old equipment needs to be replaced ASAP because to excessive wear and tear. This has become a emergency situation due to Apria lack of customer service.

Desired Settlement: Order for CPAP supplies as requested by Dr. ******* ****** be honored ASAP for patient *** ****** *** *******.

Business Response:



Item # 1: 
Customer’s Statement of the Problem: Physician: ******* ****** ordered a
sleep study 1-22-2015 to be performed for patient *** ****** *** *******. The
study resulted in the need for medical supplies for a CPAP machine which was
already in use by the patient. We supplied multiple copies of the sleep study
test to Apria because of lost documentation. We made numerous calls to the
Apria call center and talked to several Apria employees. Each call to Apria
employees we were told about why Apria needed some additional details before
the order would be processed under ******** insurance. We complied with each
individual request over a 12 week period. Last call resulted in a request for
the memory card from the existing CPAP machine be carried into the call center
office and the supplies would be issued out. This resulted in the office
personnel requesting another sleep study report. Our Apria representative name
is **** ******* and assigned an order conformation number of ***** on 2-12-15.
Apria has been negligent by still refusing to supply required face mask,
tubing, and filters which the patient *** ****** needs and because of her COPD
and Chronic bronchitis. The patient will pay any out of pocket expenses
required, but the old equipment needs to be replaced ASAP because to excessive
wear and tear. This has become an emergency situation due to Apria lack of
customer service.

 

Desired Settlement: Order for CPAP supplies as
requested by Dr. ******* ****** be honored ASAP for patient *** ****** ***
*******.

 

RESPONSE:  It was determined Ms. ******’s BIPAP was
purchased by the previous insurance provider. Therefore only a few documents were
required by ******** to have her transition into Apria. After reviewing Ms.
******’s account the required ******** documents are on file allowing a 90 day
order of all needed PAP supplies were shipped today. The supplies are expected
to arrive Monday May 4. Ms. ****** is aware and is happy to be receiving her
supplies. She had no further questions regarding her supplies and will contact
me with any additional questions.

 

 

Sincerely,

 

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

Supervisor SMC/HST

 

 

 

5/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been "renting/buying" the equipment to treat sleep apnea from Apria Healthcarefor about 2 years now. I am suppose to pay a monthly fee and have been overcharged numerous times. The charge was set up to be automatically taken out of my bank account monthly. There have been several months where more than one charge has been deducted. I have tried and tried to get in touch with them to get an itemized billing schedule to see what I should be paying with no luck. I finally had to just turn the equipment in. When we returned it on 3/11/2015 in the ********** location, we asked the gentleman how much was owed and he said $26.74. That very day $26.74 was deducted from my account. Then on 3/23/2015 they took an additional $109.64. I have had to close my account and open a new to stop these charges. I have tried NUMEROUS times to contract them by phone and you just wait on the line for hours, literally. I also emailed them on 4/14/2015 concerning the last charge and was told that my complaint had been forwarded to management. I have yet to receive any other response at all from them.

Desired Settlement: DesiredSettlementID: Refund I would like to see an agreement on what exactly the terms were and what I was to be paying monthly. I was told by the lady at the sleep center that after paying for 2 years the equipment should have belonged to me, but Apria said I am only renting? I also want an itemized schedule of each time they deducted monies from my bank account, so that I can see how much I have been overcharged. Foremos, I also want a refund for the $106.94 that was taken out following the r

Business Response: Item
# 1:

Ms.
******* states that she has been misinformed regarding the rental of the CPAP
device. Also when she returned the equipment she states that she paid the open
balance of $26.74, then was later charged another $106.94.

 

 

 

RESPONSE:

Ms.
******* filed a complaint with Apria’s corporate office simultaneously with the

Better
Business Bureau complaint. We called and discussed the billing issues with Ms.

*******
on April 16, 2015. We explained that the $26.74 charge was the copay amount for
the March 7, 2015 date of service. The $106.94 charge was for deductible
applied by the insurance for the March 7, 2015 date of service. Which she
stated that she understood and had no other additional issues nor requested a
detailed statement or refund at that 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

5/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March 2014, my Doctor approved / ordered a new CPAP machine thru Apria for me. The machine was a replacement for an existing maching that was no longer working correctly.Apria billed the machine as a rental instead of a purchase.From March to Sept 2014 I had back and forth with both Apria and **** ***** / **** ****** to get this corrected. In Sept, the Apria representative on the phone said it was corrected and they would submit one final billing to net out the purchase price vs. the rental paid to date. I received a $47.36 billed that was paid thru **** credit card.In Feb 2015, Apria began charging monthly rent again to my **** card. Since I approved **** for previous payment, they said they had the right to charge me with out any notification. I became aware when my monthly statement arrived this week.After 1.5 hours on the phone with **** ***** / **** ****** and over 3.0 hours on the phone with Apria (average wait time per menu selection is 45 mins), each company blames the other. Apria stated they had in their notes from the Sept meeting that it was a purchase, not a rental and the change was to be made. They stated that since in was not confirmed in their world, they would start charging rent again.Apria's solution to me was they would send an itemized statement to me. Product_Or_Service: CPAP Machine

Desired Settlement: DesiredSettlementID: Refund 1) A statement with the correct cost for the purchase of the CPAP machine.2) Payments to date, with the balance if any is due or refund if excess has been paid.3) After settling any balance, written documentation that the issue is closed and complete.

Business Response: Item # 1:

Mr. ****** states that he received a Continuous Positive Airway
Pressure (CPAP) device in March 2014 which was a replacement for an existing
machine.

 

Mr. ****** stated that he was informed in September 2014 that Apria
Healthcare would submit the purchase claim to his insurance company, **** *****
**** ******.

 

 

RESPONSE:

We have reviewed Mr. ******’s account and found that the convert
to sale was processed on April 2, 2014 for the Continuous Positive Airway
Device that was received on May 27, 2014. The activity on Mr.

******’s account does support the information that **** ***** ****
****** did request the purchase of the

Continuous Positive Airway Device in 2014. To correct the account
we have reversed the payments made by Mr. ****** for the amounts that he was
billed in January & February of 2015. A refund will be sent to

Mr. ****** in the amount of $189.52 in form of check.

 

 

Per Mr. ******’s request, a detailed statement will be mailed to
the address that Apria Healthcare has on file for him which reflects a zero
balance.

 

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

 

Sincerely,

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

Patient Account Resolution Team Lead

5/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare sent me an invoice dated 12/4/2014 totalling $811.49 for a cpap and supplies provided 3/28/14 ($72.27), 5/28/14 ($72.27), 6/28/14 ($602.01) and 9/12/14 ($64.94). This was the first invoice for all items listed!!! My check #**** was mailed for the full amount to Apria Healthcare on 1-16-15 and it cleared the bank 1/21/2015. I then received a letter from a collection agency, **** ***** **********, Inc., dated 1-16-15 saying I owed Apria Healthcare $746.55 for items listed 3/28/14 ($72.27), 5/28/14 ($72.27) and 6/28/14 ($602.01). I called **** ***** ********** who verified that Apria had received my check for $811.49. On 4/11/15, I received a bill stating that I still owe Apria $64.94. I called Apria and after being put on hold for 20 minutes, they disconnected me. I called back and they said it would be another 30 minutes before someone could help me. This is not the first time Apria Healthcare has made a mess of my account. The last issue was resolved by a woman named **** who told me they had my account "pretty messed up" but that she had straightened it out. Something is not right with Apria Healthcare's billing department. I want my account cleared and closed. Thank you. Product_Or_Service: cpap and supplies Order_Number: ********** Account_Number: acct #**********, in

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my account with Apria Healthcare cleared and closed.

Business Response: Item
# 1:

Ms.
***** stated that she paid the full amount of $811.49 that was due to Apria
Healthcare with check number 2245. She stated that she is continuing to receive
statements and collection call from Apria Healthcare for a balance of $64.94.

 

 

 

RESPONSE:

We have reviewed Ms. *****’s account and found that the full
amount of $811.49 was forwarded to the collection agency in error.

 

Apria Healthcare has requested a recoupment from the outsourced
collection agency to

apply the amount of $64.94 to the balance that is currently
pending to clear the account balance.

 

We
apologize for any inconvenience this may have caused.

 

Sincerely,

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

Patient Account Resolution Team Lead

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10577018, and find that this resolution would be satisfactory to me in that my account will be cleared.  However, Ms. ********* still does not have the facts straight.  She will find that 1) Apria invoiced me for $811.49 which included the $64.94 and I paid the total of $811.49 directly to Apria; and 2) in the meantime, Apria did NOT send $811.49 for collection, but sent $746.55 for collection which excluded the $64.94, and 3) I explained to the collection agency that I had paid the full $811.49 directly to Apria which they verified to be true. 

I will wait for the business to clear my account and close it, and if it does, will consider this complaint resolved.

Regards,

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

5/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife went into labor prematurely. As a result the hospital gave us a Medela Symphony pump from Apria, the absolute worst company I have ever dealt with. While at the hospital a staff member of Apria dropped off the pump and upfront told us to keep all docs because Apria was horrible about keeping track of paperwork and had heard many times about customers returning equipment and then being sent to collections for not returning the equipment. After the initial loaner term was up I called and asked to rent monthly as a private party and was given a monthly rate. I was told keep the equipment and would be billed when I turned it back in at the location office. I offered a credit card, but was told they do not accept and that I would be billed the total monthly dues when I returned the equipment. A month later I received multiple calls asking for the equipment. I stated I have asked to rent the equipment and there should be notes on the account. The phone tech looked in the system and stated they saw the notes and would add another note. Each call I received I got very frustrated and asked how I could be reassured that this time the matter was resolved. Each time I was reassured it was. These calls happened for several weeks. Each time I asked to be billed and they would not accept. Last week I start receiving phone calls asking for my personal information and credit card info. I asked who was calling and why were they calling, the collection agency provided their name, but would not state why they were calling. This week I receive a collection notice in the mail. Fuming I call Apria and was told indeed it was an error. I asked how to correct and they have no idea. I asked for a supervisor and the supervisor stated only the branch manager can resolve the collection issue. I went to the local branch and the branch manager told mewell this is new to me.and stated he had no idea what to do. After leaving for 20 minutes he came back and said he would send an email. I returned the equipment and asked to be billed and for a receipt. I gave credit card info and was told that they only process at the end of the day so I could not be given a receipt. I am now left with a collection notice on my credit score, a very, very good credit score, for something that this company was clearly incompetent about, to the point that their staff actively warns customers. Product_Or_Service: Medela Symphony Pump

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want confirmation from the company of my equipment return, receipt for payment and that this has been resolved and all matters cleared from my credit report from all credit agencies. Truth be told I should be allotted a full refund for the trouble and inconvenience, but my primary concern is my credit score which will now affect my ability to refinance my home in order to open a college fund for my child.

Business Response:



Item # 1:

Mr. ******* states that Mrs. ******* received Breast Pump from
Apria Healthcare. Mr. ******* stated that once the rental authorization termed
that they were contacted and requested to pay private pay for the equipment.

Mr. ******* stated that he was informed that he would be billed
monthly for the equipment or he could return to the local branch. Mr. *******
stated that he offered a credit card and was told that they do not accept but
he would be billed the total monthly rentals when the equipment is returned.
Mr. ******* states that approximately one month later, they began receiving
telephone calls requesting the return of the equipment.

Mr. ******* states that the equipment was returned to the local
branch and is now receiving statements from a collection agency.

 

RESPONSE:

We have reviewed Mrs. *******’s account and confirmed that the
equipment was returned to San Francisco branch on April 13, 2015. We have also
confirmed that the amount of $1067.19 that was previously sent to Apria
Healthcare’s outsourced collection agency, **** ***** **********, has been recalled
and no longer Mrs. *******’s responsibility.

 

We apologize for any inconvenience this may have caused.

 

Sincerely,

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

Patient Account Resolution Team Lead

Consumer Response:

Better Business Bureau:

i will contigently accept the reponse. This company has reassured me that the issue has been resolved several times in the past and it was not. They also noted the equipment was returned to *** ********** thats not the location it was returned to. I also have not seen the monthly rental charge.........my hunch is this is not properly resolved, but I will reissue a statement if and when I see this appear on our credit report or are notified again from the collection agency.

Regards,

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

5/1/2015 Problems with Product/Service | Complaint Details Unavailable
5/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received oxygen services through Apria Healthcare beginning in August 2014. I have ******** and ******* ********** coverage. Apria sent a bill for over $600. I felt that I should not have a bill since I have the two insurances. A $50 payment was sent to Apria and posted to the billing on March 10 because of Apria's threatening calls. On March 11, 2015, I asked for assistance from a local agency. With their help, we attempted to contact Apria Billing Department, was on hold for 12 minutes and then received a message that the office was closed. Call was originated at approximately 11:00am Central time. A second call was placed to the billing department and it was estimated that the call would be answered in 16 minutes. We were not able to speak to anyone. An e-mail was then sent to Apria using the "********************" e-mail. An automated response was sent back on that same date that they would respond as quickly as possible. As of March 17, 2015, I had not heard back from Apria so a call was placed to the phone number in the automated response and we were told that sometimes their e-mails go to "junk mail." Informed that they were able to find the e-mail that was sent and someone was working on this. As of todays date, April 2, I have not heard from Apria. I received a bill from Apria dated March 17th and on the bill it stated that $206.10 was sent to a collection agency. I did receive a bill from a collection agency for this amount. April 2, 2015, we contacted the collection agency and they see notes that the ******* ********** was billed, but nothing that ******** was billed. They recommended following up with ******** to see if there was a claim. There was not a claim filed. Called Apria again and have been waiting to speak to someone for 27 minutes now. Product_Or_Service: oxygen Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Assistance with getting Apria to follow up on the billing questions and submitting the bills to ******** and then ******* **********. Would also like the collection agency to be notified of the above.

Business Response:

Item # 1:
Ms. ******* stated that she began receiving oxygen services from Apria Healthcare in August 2014. Ms.
******* states that she received a bill totaling over $600.00 and is not understanding why being that she has a primary and secondary insurance.
Ms. ******* states that she has made several attempts to contact billing in regards to her bill and has experienced extensive hold times & also stated that she has also tried to communicate by email and has not received any response as well.
Ms. ******* is requesting assistance with her account and to ensure that the claims are submitted to her
******** plan along with her secondary insurance. In addition, Ms. ******* request that the collection agency be notified as well.
 
 
 
RESPONSE:
After reviewing Ms. ******* account, in order to bill ******** for equipment prescribed by a physician, they require specific criterial that must be obtained and submitted along with the claims for processing.
 
Apria Healthcare previously requested testing results along with face to face notes from Ms. ******* physician. In addition, Apria Healthcare also needs a WOPD (Written Order Prior to Delivery) as well.
Per our records **** * with ***** * ********** ******** ****** contacted Apria Healthcare on April 2,
2015 and it was explained to her of the information needed.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

4/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We changed insurance companies and forgot to notify Apria. My wife and I both took calls from them and gave them the new information. They wont stop calling (my cell phone) and they wont stop billing us. Apart from the harassment, they seem to be cheating the insurance companies by sending multiple supplies that were not asked for or needed. That would be 2 or 3x's each for the parts of my CPAP machine.

Desired Settlement: I want to resolve the issue with them and then terminate them as a supplier so they never call or mail me anything ever again.

Business Response: Item
# 1:

Mr.
******** is requesting for the billing issues to be resolved and to terminate
Apria Healthcare as a supplier.


RESPONSE:

We have reviewed Mr. ******** account and found that he was on
auto supply shipments.

We were shipping him the allowable supplies per his insurance
guidelines. Per his request we have removed him from the auto supply shipments
and had his phone number removed from our dialer system.


We submitted the January 8, 2015 order to ****** ** *** ****,
however on April 23,

2015, they denied the claim as patient responsibility. The amount
of $246.98 was referred as Mr. ******** responsibility.

 
The April 8, 2015 order was submitted to the *** ****** ****,
which we received a no coverage denial on April 17, 2015. The amount of $195.54
was referred as Mr. ******** responsibility. We are in the process of verifying
the ****** ** *** **** insurance and will work to resubmit the claim.

 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,

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

4/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have paid my bill using Apria Healthcare bill payment website and have a confirmation number. Apria keeps sending a overdue payment notice and now they are threatening to send it to the collection agency. I have talked to their billing department (###-###-####)explaining that the payment went through and it shows on my credit card statement. All they want to know is if I want to make a payment. I have checked with my credit union and they said that the payment already went through. They suggested that I send them a copy of my statement showing that the payment was charged to my credit account. I called Apria's payment center again and they gave me a fax number to send the credit card statement to (fax ###-###-####). I sent the fax on February 28, 2015. I received another request for payment or else, collection agency. I don't know what I can do to remedy this error. I don't think I should be forced to pay for something that I already paid. Thank you for your time,******** ***** Product_Or_Service: CPAP Humidifier and monthly CPAP rental Order_Number: ******** Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Clear my account of $127.61 that I have already paid on December 12, 2014.

Business Response:

Item # 1:
Mr. ***** stated that he made a payment through Apria Healthcare’s e-pay website and received
a confirmation number, but continues to receive statements for the amount due of $127.61.
 
RESPONSE:
After thoroughly reviewing Mr. *****’s account and payment history, it was confirmed through our e-pay website that the payment of $127.61 was completed on December 12, 2014.
 
Apria Healthcare has located the payment made by Mr. ***** that was applied to the incorrect account. A request has been sent to apply the amounts to Mr. *****’s account to resolve this matter.
 
We apologize for any inconvenience this may have caused.
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

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,

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

4/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a statement on Oct. 12,2014. At this point there was nothing 30-60 days past due. I did not receive another statement until Feb., 2015. This stmt. showed a 30-60 day balance of $120.70 dating back to July & Aug. of 2014. This bill was paid immediately, as always. However, I have been receiving calls & letter from **** ***** **** (a collection agency) in *** ****** **. I was told my insurance did not pay all that was due in July & Aug. I have no problem paying what the ins. does not pick up. What I do have a problem with is when there is an amount due & it is sent immediately to a collection agency instead of informing me about the matter. This affects my credit rating & there is no excuse for doing this.Statements from Apria Healthcare are eractic, at best, & billing is for months 3-4 months prior. Therefore, I never know which months I am paid up on.This is by far the worst billing system I have ever seen. If they can't inform a customer what is due, then in no way should it be sent to a collection agency. Product_Or_Service: Oxygen Concentrator monthly rental Account_Number: Acct. ***********

Desired Settlement: DesiredSettlementID: No settlement requested - for I would like Apria Healthcare to inform the collection agency that this was sent to them through their own error. I would also like them to inform the 3 credit agencies that this was an error on their part & it is not to reflect on my credit rating whatsoever. Apria needs to make sure a stmt is sent out each and every month with information as to what month the customer is being billed for. But most important of all, I want Apria to inform me

Business Response:

Item # 1:
Mr. ******* states that he received a statement on October 12, 2014 which reflected no past due balances as of that time. He stated that he did not receive another statement until February 2015 that included a balance of $120.70 for dates of service from July & August 2014.
Mr. ******* is disputing that he was not made aware of the balance being billed to him until
February 2015 that was referred to a collection agency.
 
 
RESPONSE:
After extensive review of Mr. *******’s account, it has been confirmed that the balances that were previously sent to an outsourced collection agency for Apria Healthcare, have been removed from collections on March 17, 2015. With that being said, Mr. ******* will no longer be responsible for this balance.
 
Communications have been sent to the collection agencies in regards to removing from these marks from your credit report.
 
We apologize for any inconvenience this may have caused.
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

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,

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

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: also could be filed under "billing" and "contract."When I needed to have the mask of my CPAP equipment replaced, ******** required that I undergo another sleep study to prove that I do, indeed, have sleep apnea (had been using CPAP equipment for about 20 years). With prescription in hand, I reported to ********* ********** at ********* ******** ******* ****** for confirmation of that diagnosis in May 2014; then, I was referred by ****** ********** of ********* ********** to Apria Health Care, also located in ********** **, in June 2014. Subsequently, I have seen Ms. ********** twice while at the same time trying to work with her and Apria to get payment for my CPAP equipment and supplies paid by ******** and my supplemental insurance company. ********* ********** and Apria repeatedly blamed each other for the breakdown in the billing/payment process. I sorely need new supplies. Two weeks ago, I even contacted ******** directly to get this matter resolved and a staff member at that agency contacted Apria while I was on hold, returning to ensure me that Apria was indeed handling this problem of nonpayment by ********. Today, I've spent more than 3 hours trying to get this matter resolved, time spent mostly on hold at one or another of Apria's various locations within the U.S. I just learned that the local office had "re-faxed" the download info from my CPAP machine to their administrative office early this afternoon, which processes the paperwork to be sent to ******** and my supplemental insurance provider. . . and a decision will be made in 24-48 hours. Such lack of coordination and ineptness is unconscionable! Product_Or_Service: CPAP equipment

Desired Settlement: DesiredSettlementID: Other (requires explanation) Apria should submit all of the paperwork required by ******** to ******** and my supplemental insurance provider, *****/*********** ****, immediately--necessary for Apria to be paid and also necessary for me to get the supplies from Apria that I need.

Business Response:

Better Business Bureau
Baltimore, MD
Attn: *** ********
Dispute Resolution & Trade Practices
***************************

Re: Apria Healthcare Inc: ********** **
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 -Mrs. ******** was told she needed a new sleep study to be compliant. During and
after the many calls to Apria trying to clear the billing issues with ******** Mrs. ******** had
spent several hours if not days to resolve these issues. She even contacted ******** directly for a
resolution. A download was sent into Apria to process an order for PAP supplies and these
documents were to be sent into ******** and supplemental insurance. After this a decision was to
be made within 24-48 hours. Lack of coordination and ineptness is unconscionable.

RESPONSE - Mrs. ******** has admitted she has been doing a lot of travel and not using the
CP AP as directed therefore ******** would not continue to cover her for the CP AP supplies she
needs. Mrs. ******** was informed a new sleep study will be required and sufficient use of her
CP AP going forward to continue for ******** to pay for her supplies. Apria did ship her PAP
supplies as of03/3l/2015 as a courtesy. Once Mrs. ******** completes a new sleep study and
continues use of her CPAP ******** will continue to pay.

Sincerely,

***** *******
Customer Service Supervisor
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.


APRIL 9, 2015

1. I did travel during the period July-September 2014.  Since I shared a bedroom with another person and the CPAP interfered with her sleeping, I did not use it.  At all other times, I have used the equipment as directed except when I had illnesses prevented its use.

2. When I took my chip to *********** ********** in January, I was told that my data had not been sent to Apria initially because it hadn't been requested. I made several attempts to have this matter reconciled between Apria and *********** **********, eventually hand-delivering my data chip to both places. Staff at Apria in ********** **, provided me two chips, one to again download my data and return to the ********* office and the second to keep installed in my machine until my next appointment with ********* **********.

3. Some supplies were received from Apria on April 1, 2015.  However, the one supply that I most needed--the strap that holds the mask in place, because the ****** is not sticking such that I often awake to find that the mask has slid off my face, which may in turn skew the results showing my use of said equipment--was NOT included and the water chamber sent will not fit into the base equipment.

4. My call to Apria's Supply Department led to a response that (a) the chin strap and headgear would arrive within 6-10 days (not here as of 4/9/15) and (b) that Apria employee would contact the company's Return Department to determine whether I should return the chamber and whether a replacement chamber would be sent.  I have not yet heard from the Return Department, although Apria has both my home and cell phone numbers.

5. When I took my chip to ********* ********** on April 7, 2015, I was told that I am in compliance with ******** requirements (only one day of non-usage during the past three months)), but there appears to be leakage around my mask.  In response, I explained about the mask coming loose during the night and requested a printout showing that (I had not been given such printouts at previous visits when the chip was "run").

6. Because of other ******* conditions for which I am being treated, I often cannot sleep more than 5 hours straight, often awakening during the night because of incontinence and fibromyalgia.

7. I asked *********** **********' staff to fax the info to Apria asap since I'm still having difficulty receiving supplies.  Staff in Apria's ********* office confirmed this morning that the data was received on 4/7/15.

8. *****/*********** **** Insurance has sent me statement showing that neither ******** nor ***** have paid Apria Health Care for my equipment and supplies.  I have not paid the bill that Apria sent me last week because I believe all costs associated with my CPAP use should be covered by ******** and *****.

9.  I JUST learned, when I called Apria's Billing Department (and was on hold for 12 minutes), that my case had been reviewed on April 1, 2015, and that Apria's Suspended Billing Department had indicated that I needed to have a new sleep study conducted with the results sent to Apria in order to determine whether I continue to need CPAP equipment..  However, (a) I had no indication that I was out of compliance for the period October 2014-April 2015 and (b) NOBODY had told me that a new sleep study is required.

10. Re Apria's Suspended Billing Department: Billing (SBD).  Apria's Billing Department staff kindly transferred me to this department, where I was placed on hold for another 8 minutes and then DISCONNECTED. Not having the phone number for Apria's SBP, I immediately called the regular Billing Department (************) and waited several more minutes to speak with an Apria representative, who explained that since Suspended Billing Department doesn't have an outside line, she would stay on the line with me until they picked up. 

11.  After another 7 minutes, I actually spoke with someone in SBD, learning that my doctor would need to order a sleep study but that he had not been informed of such. Then, while the Apria representative was reviewing my record, I was DISCONNECTED AGAIN!

12. Third call to Apria's Billing Department in order to be transferred to SBD:  On hold for 4 minutes before someone answered this call and another 4 minutes before  being reconnected to SBD.  I learned from *** that (a) I should have notified ******** and ***** my reason for not being in compliance,, (b) I was compliant 1/7-2/11/15 and again 2/11-4/7/15 but she couldn't locate information about data downloads for the period September 2014-January 2015.

13. *** said they should would discuss my case with an Apria representative more familiar with ******** requirements, would call me back this afternoon, and gave me her phone number if I wanted to contact her (************, ext. *****),--interesting since Apria had earlier today told me that SBD didn't have an outside line.  At this point, I have been on the phone or disconnected from April for about 1.5 hours.

14. When *** finally called me at 4:57 p.m. to inform me that the ******** specialist had a 4:00 p.m. doctor's appointment but would try to reach me tomorrow, I told her that I have an 11:30 a.m. appointment in the morning.

15.  I'm requesting that Apria resubmit my data to ******** and *****, including the information provided above.  If my primary care doctor and therapist need to provide supporting information re my many health issues, I think that they would do so.

16.   I will continue this response after next hearing from Apria but didn't want to overlook a response and have this case dismissed.


Regards,

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

4/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My sleep Dr referred me to get a c-pap machine Nov 2014. I had ************** ********** ********e. For 2 months my insurance & I paid. I changed in 2015 to *********. Apria wanted me to get another referral from the same Dr. after changing insurance. After I did they are now STARTING COMPLETELY OVER charging my new insurance. My old/new insurances are trying to solve this. Apria wants to charge twice for the same machine. They have been billing me/insurance starting over for charges. I feel this is dishonest and I dont think I (or the insurances) should have to start over paying, when this machine has already been partly paid for. Should I then have 2 machines?

Desired Settlement: Apria should not start over with charges. Either the present machine should be paid for or have credit for money already paid toward the machine. They should not have double payments from both insurances and monthly charges from me without credit.

Business Response:

Item # 1:
Ms. ******* states that her physician gave orders for Continuous Positive Airway Pressure device
(CPAP) in November 2014. She stated that at the time of setup, she had insurance with ******
********** ******** ********* until January 2015, when her insurance changed to ****** ***.
Ms. ******* is disputing the fact that we billed her previous insurance, ****** **********; for two months and then requested a new referral when her insurance changed to ****** *** in
January 2015.
 
Ms. ******* also does not understand why the rental for the Continuous Positive Airway Pressure
(CPAP) Unit started over when her insurance changed in January 2015.
 
RESPONSE:
After thorough review of Ms. *******’s account, she received the Continuous Positive
Airway Pressure device on November 14, 2014. At that time, Ms. *******’s insurance coverage was with ****** ********** ******** ********* plan, who Apria ******care is contracted with.
 
Once Ms. *******’s insurance changed in January 2015 to ****** ***, we began billing to the new insurance according to ****** ***’s contract with Apria **********. Due to pricing changes and contracted amounts with each insurance company, if insurance plans are changed while equipment is renting; the new insurance company will not allow the amounts paid previously by another insurance company.
 
With that being said the equipment must bill accordingly to Ms. *******’s present insurance with ****** ***. Per the contract with ****** ***, the Continuous Positive
Airway Pressure device will rent for twelve months and then it will be considered purchased after that timeframe.
 
We apologize for any inconvenience this may have caused.
Sincerely,
 
*** *** *********
Patient Account Resolution Team Lead

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 is blaming the new insurance the new insurance doesn't care. the new insurance ****** *** is trying to resolve this and don't understand why Apria is starting over with the charges its all about Apria.

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have requested both on the phone and via an email complaint to quit calling my phone asking how I am doing and if I need additional equipment. Their system is almost impossible to get a live person on the phone and when you do they want you to call another automated system to get off their calling list which did not work. I get calls almost every day including the weekend to my cell phone with the same automated messages. It is so annoying that I will NEVER order products from them again.

Desired Settlement: To never hear back from their company again. The calls must stop!

Business Response:

 
Desired Settlement: To never hear back from their company again. The calls must stop!
 
 
 
 
RESPONSE: Mr. **** ****** has been removed from any further automated calls or contact from Apria Healthcare per the request. Any system that would prompt these automated calls have been disabled on his account.
 
 
Sincerely,
***** *******
Customer Service Supervisor
Apria Healthcare

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,

**** ******

4/24/2015 Problems with Product/Service | Complaint Details Unavailable
4/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have received CPAP supplies from Apria for a few years. I always pay my bills, and I have an online account with Apria. I have made five payments during the past 12 months. Today I received a letter from a collection agency regarding a bill for $14.27 from March 2014. That bill has never shown up in any messages I have received from Apria, but regardless, I always pay the full amount owed. I called Apria's customer service line and the representative was totally unhelpful. All she could tell me was that the bill was from 2014. She had no explanation of why that bill had not appeared on any subsequent billing. When I (politely) told her that that answer was not helpful, she hung up on me. I intend to pay the bill to the collection agency, because I don't want to hurt my credit rating, but I have never dealt with a company with such a screwed up billing practice.

Desired Settlement: I would like Apria to let me know that they will correct my file, and that they will ensure that this problem does not recur.

Business Response:

Item # 1:
Ms. ******** *****d that she received a notice from a collection agency where a debt was sent to *********** on behalf of Apria Healthcare.
Ms. ******** also *****d that when she contacted billing that the representative that she spoke was not helpful to her.
 
 
 
RESPONSE:
After full review of Ms. ********’s account, it has been confirmed that the balance that was sent to ***** *********** were recalled on March 17, 2015. Being that the invoices were recalled, the balance will no longer reflect as Ms. ********’s responsibility.
 
In regards to the customer service that was provided to Ms. ********, we have elevated to the appropriate management team to address as appropriately as a training opportunity.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

4/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a CPAP machine in March 2014. At that time I signed a 10 month contract that the machine will be rented for 10 months and at the end of that time I will own the machine. Apria took my credit card information and put it on file for automatic charging each month. It has been 13 months and my card as well as my insurance is still being charged. They are also requesting the computer card from out of the machine and telling me my insurance will not keep paying the rental if I don't meet certain criteria but I should own the machine at this point. I contacted Apria on March 3,2015 to make them aware of the situation and correct it. I spoke to ***** and her manager ****** around 9:30am.I was told there was a glitch in their system that was saying I had the machine for less than 8 months when it was over a year and they said they could see the payments had been being made since march of last year. ***** then told me that they would have to look into correcting this and would call me back in about a week. Then my credit card was charged again on March 5, 2015 two days later by Apria for another payment. It is now March 17 and I have not heard from them. I have attempted to call them a couple of times but the wait time for holding was over 40 each time and I waited longer than that and still no took my call. As well as during the rental time I was told I was entitled to certain parts for the machine at no cost to me as long as the insurance was paying for the rental of the machine but I started to charged for replacement tubing and masks after four months. Product_Or_Service: CPAP Machine

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to have the ownership corrected being I should own the machine after the 10 months were up. Also I would like to be reimbursed for the three additional months of rental I was charged and have my credit card information removed from their system.

Business Response:

Item # 1:
Mr. ******** states he received a CPAP (Continuous Positive Airway Pressure) Unit in March
2014. Mr. ******** was informed that the CPAP Unit would rent for ten months and then be considered purchased, which did not occur as the CPAP Unit is still renting on his account.
 
 
 
RESPONSE:
After thorough review of Mr. ********’s account, it was determined that the CPAP (Continuous
Positive Airway Pressure) Unit that was received on March 4, 2014 in fact has met the purchase price of $1010.00.
 
The CPAP Unit was converted to sale on March 6, 2015 and is no longer reflecting as a rental, as the CPAP unit now belongs to Mr. ********.
 
It was determined that Mr. ******** did make an overpayment of $30.30 toward this account which is three months of the initial coinsurance amounts that were billed incorrectly. We are processing a refund in the amount of $30.30 to Mr. ******** in form of check. The estimated timeframe for refunds is normally within three weeks.
 
Mr. ********’s insurance was not setup correctly with the payor code for his insurance with
****** **** ***** **** ******.
 
We apologize for any inconvenience this may have caused.
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

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 has still not contacted me about this. Also They have never addressed why I was told when picking up machine that supplies that would be covered at no cost for RENTAL period were no longer covered after first few months. Yes I would like my overpayment,but this company has a long way to make a satisfied customer. I also plan to complain to my insurance for doing business with them.

Business Response:

 Item # 1:
Mr. ******** requested contact be made with him in regards to this complaint.
Mr. ******** stated that a proper explanation has not been provided to him in regards to being told initially that the supplies would be covered during the rental period at 100%.
 
 
 
RESPONSE:
After reviewing this concern, contact was made with both Mr.  & Mrs. ******** to address the issues mentioned above.

Apria Healthcare will be addressing the issues that were discussed such as lack of follow up, lengthy hold times and having to provide a credit card on account.
 
We apologize for any inconvenience this may have caused.
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

4/17/2015 Billing/Collection Issues | Complaint Details Unavailable
4/17/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria goes thru a 3rd party billing service that has the worst customer service I have every seen or dealt with. After trying the "paperless" system and not receiving any invoices for payments, I contacted them several times to try to get regular invoices mailed to me. This was to no avail. Also calling requires lengthy wait times (over 30 mts) and sometimes disconnects which are very frustrating. After switching machines, I gave them a credit card to charge a specific amount to for 1 time. They over charged me and I had to file a dispute thru my bank which took over 3 weeks to resolve. After written communications were made to remove the card from their system, they charged it again. I made several attempts to call, but were unsuccessful. Recently I received a bill for over 600. which I am disputing. They support materials I asked for never came and all they did send was a bunch of codes and amounts which made no sense. within a few days of receiving this paperwork, they turn things over to a collection agency. I sent a letter to them disputing the validity of the claim.

Desired Settlement: an apology, billing adjustments, an E-mail contact and 1 person that I can get this worked out with. I know insurance policies have changed thanks to ********* and it is effecting the charges sent to me ( or I should say not being sent)

Business Response:

Item # 1:
Mr. ******* states that he has not had a good experience with customer service with Apria Healthcare.
Mr. ******* states that he has tried the paperless statement so they would be sent electronically and has not been able to receive statements. He has requested that the statements be mailed to him.
 
Mr. ******* states that he provided his credit card for a “one time” payment and Apria Healthcare continued to bill his credit card which resulted in Mr. ******* having to dispute with his bank. Mr. ******* stated that he sent written communication in to remove the credit card, but Apria Healthcare continued to charge his card.
 
Mr. ******* received a bill for over $600.00 that he is now disputing being that the invoices have been forwarded over to a collection agency.
 
 
 
RESPONSE:
After fully reviewing Mr. ******* account, we do apologize for the unsatisfactory customer service that he was provided & will be addressing as training opportunities.
 
In regards to Mr. ******* statements that he has not received, if our patients are enrolled & registered to receive statements online, they should be able to view statements at any time with or without email notification.
 
In regards to the credit card on Mr. ******* account, the last payment was processed on the credit card on February 11,
2015 and applied to the account on February 19, 2015. Apria Healthcare removed the credit card on February 24, 2015 after working the correspondence sent in by Mr. *******.
 
In reference to the amount that has been sent to our outsourced collection agency in the amount of $513.13; these claims were billed to Mr. ******* **** ***** **** ****** plan and we received a response stating that the claims were not covered under his plan being that the sleep study and supporting documents that we obtained from Mr. ******* physician did not indicate need.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
 
*** *** *********
Patient Account Resolution Team Lead

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,

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

4/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint against Apria involves rude customer service, sloppy business practices, the fact that it takes them 20 to 30 minutes to answer the phone and then they put you on hold to wait for someone else. I had major surgery on 2/7/15, spent one week in the hospital and 2 weeks in rehab. a couple days after returning home, I opened my mail and found a statement from Apria dated 2/13/15 in the amount of $22.17 dating from 7/30/15 (over 6 and 1/2 months ago). The statement did not say what the charge was for, just balance forward. I was never made aware of this charge previously and find it hard to believe that their had been no billing for this charge. I called Apria, put my phone on Speaker and did some of my household chores while waiting for someone to answer. When customer Service finally answered, I told her about being in the hospital,and if the statement was dated 2/13/15, it probably did not reach me until, at the least, the 17th or 18th of February, and that I had insurance that covered 100% of my medical bills. I told her to contact my insurance company, ****, and she replied she wouldn't do that and demanded my credit card number in payment. I told her it was my insurance company's responsibility and I wanted time to contact them. She again demanded my credit card and when I said, no, she said she was turning me over to collections. Shortly thereafter, I received a letter from **** ***** ********** demanding payment. In the meantime, I called **** and they straighten it out and electronically sent Apria a check approximately 3/14/15. This morning I received another phone call from **** ********** ********** . I called them to let them know Apria had received payment over 2 weeks ago and and please do not call me again.

Desired Settlement: I would like to have one of the Apria executives call me and offer an apology and listen to my suggestions for improving their service. Even their own employees are aware of the long wait for calls and their accounting dept is a complete fiasco.

Business Response:

Item # 1:
Ms. ********** states that she has experienced issues with customer service with Apria Healthcare’s billing and extended hold times when she calls in to discuss billing.
Ms. ********** stated that she received a statement dated February 13, 2015 which was for a date of service in July 2014. Ms. ********** states that she contacted Apria Healthcare in regards to the statement and was informed that if she did not pay over the phone that the balance would be sent to collections. She also states that she was informed by the representative that she spoke with to contact her secondary insurance.
 
Ms. ********** has since received correspondence from **** ***** ********** & also receiving collection calls requesting payment.
 
 
RESPONSE:
After full review of Ms. **********’s account, we do apologize for the issues that Ms. ********** has experienced with our staff and the hold time issues. The account has been elevated to the appropriate ********** teams to review and address as training opportunities.

In regards to the statement that was received in February 2015 and later sent to **** ***** **********, we have recalled the invoice from collections which will no longer reflect as Ms. **********’s responsibility.
 
Ms. ********** requested a call to offer apology in regards to issues experienced, however we were not able to reach her directly by phone on April 9, 2015.
 
We sincerely apologize for any inconvenience this may have caused.
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

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,

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

4/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March 2014 I purchased a C-Pap machine for my severe sleep apnea from Apria Healthcare. The cost of the machine was approved twice by ******** before I received it. Apria submitted monthly claims to ****** ******** using the wrong diagnosis code and each month it was rejected by ******. At ******'s suggestion I made numerous phone calls to Apria telling them what needed to be done in order for claims to be processed,including giving them the help telephone number for ******. Each month Apria resubmitted the claims still using the wrong diagnosis code, each month it was rejected, each month Apria charged my Visa account for the amount not paid by ********. In the Fall of 2014 I spoke with a branch manager at Apria. He resubmitted the claims using the proper diagnosis code and ****** paid each claim. As of this date I have not received monies back for the amounts taken out of my Visa and which have subsequently been paid to Apria by ********. As of this date I believe the total amount owed to me is $269.81. I have left several phone messages and sent numerous emails to Apria's billing center quality specialist team but have not received any response. This insanity has gone on long enough. Thank you for your time and consideration. Product_Or_Service: Philips Respironics C-Pap machine Account_Number: ******

Desired Settlement: DesiredSettlementID: Refund Reimbursement by check of all monies taken out of my Visa account by Apria for the cost of the C-Pap machine which ****** ******** has also paid to Apria. They have been paid twice for this machine. As of this date, I believe, the total amount taken out of my Visa for the C-Pap machine is $269.81.

Business Response:

Item # 1:
Ms. ******** states that Apria used the incorrect diagnosis code and ****** denied the
claims, in which she was then charged. She states the diagnosis code was corrected and
****** paid, therefore she is due a refund of $269.81.

RESPONSE:
We have reviewed Ms. ********’s account and found that she simultaneously filed a
complaint with the Better Business Bureau office along with the ******** **********
******** with the ******** ******* ** **********. We are in the process of researching
the account and completing a written response letter which will be sent to the ********
********** ******** and Ms. ********.

The response letter will include all payments posted by ****** and Ms. ******** and if
any over payment’s are found they will be refunded. 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.

Thank you for handling my situation in such a timely manner.  Appreciate all your help.  Is there a time limit as to when they will be sending me a letter/reimbursement before they can be contacted again by the BBB?  

Regards,

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

4/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare was contracted out by my mother's health insurance company to supply her with a hospital bed, wheelchair, shower transfer bench, bedside commode, and a hemi cane walker on February 26, 2015. That same day I called Apria Healthcare to confirm the order of the equipment with them. They told me the order was being placed and that if we wanted to cancel anything on the order we could do so by just calling back. They told me that everything that we were going to be getting from them had to be ordered due to the fact that it was all out of stock. I asked when they would be getting the equipment in, because my mom was coming home on March 2, 2015. The response that I got is they can't give me any kind of time frame for equipment to come in. I expressed my concern about needing the equipment so my mom would be able to be brought home. They said they were sorry and that there is still nothing that can be done. I called back Friday February 27, 2015 to check on the status of the order. I was told the equipment didn't come in yet and, there is still nothing they can do to let me know when it will be in. I called back Monday March 2, 2015 to find out they still wouldn't be able to answer my question on when it's going to arrive until the check to see if it came in on the truck that they were getting that afternoon. I called back later on after the time of their truck delivery was supposed to be there. They confirmed that the Hospital bed came in along with the bedside commode and could let me know about the Hemi cane walker. I had take the wheel chair and shower transfer bench off the order on Friday February 27, 2015, because I went out and bought those at another medical supplies company. I couldn't take any risk on them not getting the equipment in on time. I told them if they Hemi cane walker was not in on the truck we wanted them to deliver the bed and commode for the time being and when the walker would come in we could set up another time to get it delivered. Still no walker!!!!

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like it since they seem to be dragging their feet in the sand to get this walker in faster for them to reimburse me the money that I will have to go and spend on a walker from another medical supply company. They feel that it isn't their responsibility to do so even tho they were contracted out by my mom's insurance company to get us this equipment. They basically told me that they won't do such a thing and that I will be out more money

Business Response:

Item # 1:  Apria received order for hospital bed, wheelchair, shower transfer bench, bedside commode and a hemi cane walker on 2/26/15.  The local branch did not have the inventory in stock, and placed order to obtain the ordered equipment.  We were unable to provide the ordered equipment in a timely fashion, nor provide a date when all equipment would be available.  The patient/son obtained the wheelchair and shower transfer bench from another company.  We did provide a hospital bed and bedside commode.  We were unable to provide a hemi-walker for patient in a timely fashion.  ***** ****** is asking for reimbursement for the hemi-walker.
 
RESPONSE
 
The branch did not have the ordered equipment available and the hemi-walker was delayed.  It is unfortunate that we did not have the ordered equipment in stock, and were unable to provide an expected arrival date.  We did not charge for the hemi-walker and would not be purchasing on behalf of the patient. 
 
 
Sincerely, 

******* ****** 
VP CCC Customer Service
 
 

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 can understand delays happening but, the social worker at the nursing home went to their website multiple times and it never said one thing about being out of stock. I was told by the company that they don't keep equipment at the store location that would be delivering the equipment and that it all had to be ordered. I ordered a hemi walker cane off of ****** and was given a deliver date to expect it by and I came to be surprised by how fast ****** was able to get it to me. It was delivered the very next day from ****** even tho it was estimated to be delivered within 5-7 days. For the business to say that they aren't to be held countable for their lack of business running skills to provide the best services to customers shows that they don't deserve an easy way out of this dispute. Here is another way they lack in their business, in there response that they sent to the better BBB it shows that my last name was completely misspelled. I've spoken to their company multiple times and have even spelled my last name out for them multiple times. If they can't even get the name spelled correctly why should I feel that they shouldn't be held responsible for the lack of providing the best service to all customers at all times. When I say best services I mean being able to run their company more sufficient to the point where there is no delays on anything at all and where they pay closer attention to someone's name before deciding to misspell it.

Business Response:

RESPONSE
 
Apria does not reimburse for items purchased from other suppliers. 
 
Due to my inattention to detail, misspelling ***** ****** *****s’ name in the original response, I will be happy to personally send him a check for the hemi walker purchased from ******.  I do not see in either communication the amount of the ****** purchase; there are multiple hemi-walkers available on the ****** site. 
 
 
 
Sincerely,
 
******* ******
VP – CCC Great Lakes

4/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In June of 2014 my employer health insurance changed from ***** to ******** (**** *****/ **** ******) Apria failed to bill them for the CPAP rental. In mid July I changed jobs and health insurance and in August Apria sent me a notice that I was required to pay for the machine in full and that was my only option. They want $531.86 for a CPAP that is 7 years old and a brand new machine costs $400-600. I also found out that rented machines are to be changed out no more than every 5 years. I made multiple attempts to contact them on this problem and waited hours on hold to talk to someone only to be told that I have to pay this amount. Now they have sent it to a collection agency.

Desired Settlement: I will give them the CPAP back, pay nothing and they will correct the collections action.

Business Response:

Item # 1:
Mr. ******* states that his insurance through his employer changed in June 2014 from ***** to ******** **** ***** **** ******. Mr. ******* states that Apria Healthcare failed to bill his new insurance for the CPAP rental, which resulted in a balance being billed to Mr. ******* in the amount of $531.86 which has now been forwarded to a collection agency. Mr. ******* stated that he has attempted to contact Apria Healthcare billing to discuss this but was not able to speak with anyone due to lengthy hold times.
 
 
 
 
RESPONSE:
After thorough review of Mr. *******’s account, we confirmed that he received the CPAP
(Continuous Passive Airway Pressure) Unit on August 23, 2007. At that time, Mr. ******* had insurance with *****. Per *****’s contract, they rent for ten months and then the equipment is placed into maintenance & service. When we obtained Mr. *******’s new insurance on July 17,
2014, we verified the Mr. *******’s coverage with **** ***** **** ******/ ******** plan which was effective June 1, 2014. After reviewing the account in full, it was determined that the incorrect insurance was attached which resulted a denial when we submitted the claim to the local **** ***** **** ****** plan.
 
In conclusion, Apria Healthcare has submitted a request to remove the invoice that was sent to our outsourced collection agency, State Collections. Once the invoice is recalled, it will no longer reflect as Mr. *******’s responsibility.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

4/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have heard nothing about overpayment owed to me by this company after they admitted I overpayed them. I think this is just another ploy by them to not pay me what's due. That can say to you they will pay but when it comes to actual payment to me, they continue their stalling and no resolution is in sight.

Desired Settlement: I wish to be paid what I am owed by this company.

Business Response:

RESPONSE:
After full review of your account, we have confirmed that Mr. ****** did over pay our collection agency in the amount of $297.20. A request has been submitted to our outsourced collection agency to release the amount of $297.20 back to Apria Healthcare so that a refund can be initiated to Mr. ******.
 
 
We apologize for any inconvenience this may have caused. 
 
 
Sincerely,
 
 
 
*** *** *********
Patient Pay Management Center Team Lead

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 dealing with Apria, I will not consider closing until payment has been refunded.

Regards,

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



Business Response:

April 10, 2015

Better Business Bureau
San Diego, CA
Attn: **** ******
Dispute and Information Analyst Lead
***********************

Re: Apria Healthcare Inc: **********
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:
Mr. ****** states that he has not heard anything in regards to the refund due to him.

RESPONSE:
As mentioned in previous response, Apria Healthcare had to request the funds to be
recouped from our outsourced collection agency. With that being said, it has been
confirmed that Mr. ******’s refund has been expedited. Check number ******* was
initiated on April 9, 2015.

We apologize for any inconvenience this may have caused.

Sincerely,

*** *** *********
Patient Account Resolution Team Lead

4/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 17, 2015 @1358, I called an s/w a rep (I have name) to find out how to send orders for home O2, as I've never dealt with this company before. The rep advised to fax to ###-###-####. I faxed all appropriate documents to that fax number (I rec'd confirmation of fax sent). On 3/17/15 @ 1502 our office received order confirmation from Apria in Albany, NY. On March 18, 2015 @ 1116 called Apria back at ###-###-#### to confirm delivery of the oxygen s/w a different rep (I have name)she stated they never received anything, please fax again to ###-###-####. I faxed the appropriate documents again to the same fax number. (I rec'd a confirmation of fax sent). On 3/18/15 @ 1336 our office rec'd an order confirmation from Apria in Yuma, AZ. On 3/18/15 @ 1347 called and s/w yet again another rep (I have her name) to find where in the process the oxygen is. This rep stated it appears there are some documents missing, but it doesn't actually state which documents are missing. I was placed on hold multiple times through out our phone call. When this rep came back on the phone she stated that she has spoken with another rep and he was escalating this issue to a supervisor and I'd receive a call back. On March 19, 2015 @ 0846 I called Apria in Yuma back again because I still haven't heard anything. Spoke with another rep (I have his name) he advised me that he doesn't see any thing in the patients file as to missing documents, he tried to contact a supervisor and was unable. I was placed on hold multiple times through out this call also. When the rep came back on the phone he stated I'd receive a call from another rep (I have his name). On March 19, 2015 by 0921 I still hadn't rec'd a call. I called Apria back on the original number I called back on 3/17/15. I spoke with another rep(I have her name), I was placed on hold while she tried to a supervisor, she came back on the line appx 4 times to tell me she couldn't seem to find a supervisor. I don't have enough room to complete this complaint!!

Desired Settlement: I want to know why or how a DME company can treat their customer like this. Is there anyone watching over these employees? They claim to be talking on recorded lines, if so does anyone actually listen to them? I was hung up on by a supervisor(I have her name). I explained why I was calling she put me on hold then hung up on me. It's no wonder their employees have no customer services skills if their supervisor don't.

Business Response:

Item # 1:  Customer Service Issues
 
Upon review of service from start to finish this order was handled without the care and detail that we expect for all of our orders.  From the initial receipt to the call being mishandled in the end we did not do this right.  I have taken this error very seriously, reviewed the calls and immediate corrective action will take place regarding the mishandling of this order.  Please accept my apologies for your experience as this will be addressed appropriately.
 
 
Sincerely,
 
**** *****
Manager Area Customer Service

4/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have spent no less than 10 hours reconciling and calling to speak to your billing representatives, including Level 3 supervisors, and have gotten nowhere. You continue to charge both my debit card and my *** card in error and without authorization. Faxed requests to remove all cards from file are mysteriously not received, even though I have received confirmation of fax. I have now been forced to cancel my *** card and get a new number issued to prevent you from charging it with random amounts you cannot substantiate. Last week, I was told that you don’t receive ***’s from *****, which I find hard to believe. I have included a copy of every single one so that you can see exactly what insurance paid, and what I paid out of pocket. On 1/26, my debit card was charged $94.14. This amount did not match up to any *** ***** has provided, and after hours on the phone with billing, no one can tell me what this amount was for. I called and requested the amount be reversed (which it was) and be charged to my *** card (this never happened). The Level 3 supervisor mailed me an “open receivables by customer” document which is absolutely impossible to interpret and many entries do not match up with ***’s. I have included everything you should need in order to rectify this situation. I have included a spreadsheet that shows every claim processed through *****, along with *****’s portion, my portion and what I was charged. I have also included each *** to back up that information. In 15 years of being an insurance individual, I have NEVER experienced issues like this. I feel what you are doing is fraudulent and misleading to the patient. I am a smart individual, and even I after hours of research, cannot unravel this mess you call a billing system. I am in the process of securing a new DME provider and will call to have equipment returned at that time. Please let me be clear that I do not have a problem paying what is owed, but it has to match up to what ***** shows

Desired Settlement: I want a detailed reconcillitation of my account. The amounts you have charged do not match up with any of the ***'s provided by *****. I have provided you more than enough information, a detailed spreadsheet of every claim, insurance paid and my payment along wtih copies of every single ***. You should have no problem being able to reconcile what I currently owe.

Business Response:

Item # 1:
Mr. ******* states that he has spent multiple hours reconciling and contacting Apria
Healthcare in regards to billing that occurred on his flexible spending card.
Mr. ******* is requesting a full reconciliation of his Apria Healthcare account.
 
 
 
RESPONSE:
In regards to Mr. *******’s account, ****** * has spoken with Mrs. ******* on
3/26/15. A detailed accounting of Mr. *******’s account has been mailed to him per request.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After providing Apria insurance information, I ordered durable medical equipment after being told the cost was covered under my medical insurance...no co-pay or cost to me. After receiving the equipment, Apria charged my Visa without authorization from me and have done this before with my asking to have my credit card info deleted fro Apria system. Apria has not filed a claim with my insurance provider. I have been calling every day since 2/25/15. Being told a new claim is being submitted....charges to my Visa account have not been reversed...my insurance company, Humana has not received any claim from Apria to this date. Calls to Apria billing, corporate and sleep medicine have all been a waste of my time. I want Apria to refund my money and purge my credit card information from their data base, Product_Or_Service: Cpap supplies Order_Number: ********** Account_Number: *****

Desired Settlement: DesiredSettlementID: Refund Refund my credit card. Remove my credit card info from data base. Remove me from data base as a customer while they are at it.

Consumer Response:

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

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


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.

 

4/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Apria on March 2 to place an order, I was told I need authorization from my medical group. I was told by my physician that the authorization was sent to Apria March 4. I contacted Apria yesterday at 4 45 PM and was in the call center que for 35 minutes before someone answered, the agent then said she had to check the warehouse, I was placed on hold for another 20 minutes and she said she would send email to a supervisor at the warehouse who would contact me last night. I did not receive an email or phone call last night as promised. I then called the call center this morning and the agent said the order never was processed and would be sent today. She had no explanation on why the order wasn't completed. As a cpap user, each day without proper equipment is critical to a good nights *****, yet it took me to call them to find out why the order was delayed. This is highly unprofessional and requires a review of the call center, warehouse and order processing.

Desired Settlement: A review by Apria management on the lack of customer service provided and a review of their ordering process.

Business Response:

Item # 1: Customer’s Statement of the Problem: I contacted Apria on March 2 to place an order, I was told I need authorization from my medical group. I was told by my physician that the authorization was sent to Apria March 4. I contacted Apria yesterday at 4 45 PM and was in the call center queue for 35 minutes before someone answered, the agent then said she had to check the warehouse, I was placed on hold for another 20 minutes and she said she would send email to a supervisor at the warehouse who would contact me last night. I did not receive an email or phone call last night as promised. I then called the call center this morning and the agent said the order never was processed and would be sent today. She had no explanation on why the order wasn't completed. As a CPAP user, each day without proper equipment is critical to a good night’s *****, yet it took me to call them to find out why the order was delayed. This is highly unprofessional and requires a review of the call center, warehouse and order processing.
Complaint Background:

Product/Service:
Purchase Date: 3/4/2015
Problem Occurred: 3/11/2015
Model:
Account Number:
Order Number:
Talked to Company: 3/11/2015
Talked to Company (2nd): 3/12/2015
Desired Settlement: A review by Apria management on the lack of customer service provided and
a review of their ordering process.

RESPONSE: Apologized to Mr. ***** for the long hold times and the delay of his PAP supply order. The authorization was a requirement for his supplies. He did receive part of his supplies on March 13, 2015 and the rest arrived March 16, 2015. Apria’s shipments typically will arrive in multiple packages. Mr. ***** does now have all his supplies as he has requested. The additional concerns of long hold times and delays in processing his order will be addressed within the management staff of ***** *******.

Sincerely,
***** *******
Supervisor SMC/HST

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 still does not explain why on March 4 when Apria received authorization, the order did not ship,. it was only when I called to inquire on March 11 that they realized the order was not processed, then it was shiipped.

Regards,

****** *****



Business Response:

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

4/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered and received a cane that was supposed to be new but was clearly used. Called them 3 times, left appropriate message each time but was never called back. Product_Or_Service: Quad cane Order_Number: n/a Account_Number: n/a

Desired Settlement: DesiredSettlementID: Refund I want them to pick-up the cane and provide a full refund

Business Response:

Item # 1:  Condition of Equipment unacceptable to patient
 
RESPONSE: Per the initial complaint, the patient received a cane that appeared to be used and stated that several calls were made and messages left regarding the situation. All branch calls are routed through our Regional Customer Care Center in Jackson, TN and there is no notations regarding messages left or contact being made with a Customer Service Rep or local branch personnel. If the request had been made, Apria would have honored an exchange for an equivalent replacement.
 
A request for refund in the amount of $8.25 has been completed. 
 
 
Sincerely,
***** *******
Branch Manager
Duluth GA. 
 
 

4/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 09 March 2015Better Business Bureau*** ****** ***** ***** ***** *** ************ ** *****-****To whom it may concern,I wish to draw your attention to a complaint I have against Apria Healthcare, a subsidiary of the ********** *****, a publicly traded for-profit corporation,Last month, while recovering from surgery I was denied fresh supplies for my CPAP machine by Apria. I rely on the machine to treat my sleep apnea; a condition that untreated deprives me of proper rest and at worst, could result in death.Apria provides me with fresh Supplies (mask, tubing, filters, humidifier tanks) every 90 days for the machine. At the time of my surgery, when it was time to order fresh supplies, they challenged my commitment to the machine by requesting bring in the machines SD card for a reading. The card contained historical data that showed was a regular user of the equipment, but had ceased to use it regularly during the time leading up to and immediately following my surgery.I explained I had a chest cold during the weeks prior to surgery and stopped wearing the CPAP mask nightly because it irritated my breathing passages causing coughing and wheezing. I did not resume using the mask until a week after surgery as pain from my surgical wounds prevented me from sleeping the full night in a prone position and often woke up during the night and moved to a recliner,I am sharing enclosed the letter sent to my local branch of Apria Healthcare today. The letter, addressed to Mr. ***** *******, a customer service representative I have met with in the past, details my story in detail.Very truly yours,***** ** ************ **** ***** ******** ** ******mail: *************************** ************

Desired Settlement: DesiredSettlementID: Other (requires explanation) It is my intention by voicing my complaint to the parties copied on my letter to Mr. *******, that other patients who rely on Apria Healthcare might not be denied the necessary medical supplies they need.

Business Response:

 
Item # 1:  Mr. ********** requested new CPAP supplies and Apria did not provide them timely.  I have spoken with Mr. ********* and he understands his insurance company does require a download showing compliance.  If this requirement were to be waived, it would have to be by the insurance company, not Apria Healthcare.

Item #2:  We did provide temporary supplies at no charge to aid Mr. ********** in achieving the compliance data.  After using the machine for a month his machine registered compliant, however, his data card showed non-compliance.  At this time Apria is sending all supplies to Mr. ********** at no-charge while we investigate the discrepancy.  Mr. ********** is mailing in his card for a second download.  If it shows compliance, the card/data was likely corrupted.  If it still does not, it could be a bad reader on the CPAP device and this can easily be replaced under warranty.
 
I did apologize for the bad readings and any miscommunication on our part.  Mr. ********** is very understanding and we will be working together to fully resolve his concerns.
 
Sincerely,
 
 
****** ** *****
Apria Healthcare
 

4/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria's policies constitute an abuse of elderly people. My wife has a heart condition and intermittently requires the use of oxygen to relieve anginal pain. When she needs it she really needs it. She aspires to rent a few portable oxygen tanks, which are used as needed, but only once a week or once ever two weeks or so. If we take a trip to high altitude, like Julian, she needs the tank for the day. However, Apria forces her to rent a large, plug in, oxygen concentrator, which is designed for people who use oxygen regularly. This is very expensive and completely unused. We have this thing taking up space in a closet for many years now, never used once. Every time we call to have it taken away we are told that it is their "policy" that all customers must rent this device, whether they need it or not. Apria is a defacto monopoly in the area, so you have to accept their policy if you want to breathe. In addition, if you call them to discuss this topic, or any other topic, you better set the morning aside to do it. You get put on hold and can't seem to speak with anyone who knows anything or is in a position of authority. Terrible attitude. They apparently don't have to be customer friendly because they are the only provider in the area and they deal with elderly people primarily.

Desired Settlement: I want Apria to take the oxygen concentrator out of our home and refund the rental costs for all the years that we were force to rent this without ever using it.

Business Response:

Item # 1:  Patient is being charged for an oxygen concentrator that is not being used and would like a refund for all past rental.
 
RESPONSE
This patient is currently prescribed to use oxygen continuously (24 hours per day) and this prescription requires that the patient have both a concentrator and portable oxygen system provided. Apria received a call from the patient on 3/5/15 stating that they would like the concentrator picked up as they were not using it. This is the only call that Apria request for pickup that is on file with Apria. It was explained at this time that it was Apria’s policy to provide a concentrator and portable when the patient was prescribed continuous oxygen and that we could not provide a portable only. A supervisor at the local branch will call the patient again today to explain this as well as to let her know that if her physician changes her prescription, we can pick up the equipment or she may sign an Against Medical Advice waiver for removal of the oxygen from her home without doctor’s orders. As Apria was providing equipment as ordered by this patient’s physician and accepted by the patient, we will not be providing a refund on any past rental invoices.
 
Sincerely, 
 
 ****** *********
 Branch Manager
Oceanside, CA

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 explanation by Apria is not correct.  I was able to find the original prescription from 2008. It clearly states "Portable oxygen tank" and not concentrator. There is no reference to 24 hours per day.  On the day the portable oxygen tanks were delivered we were told that the concentrator must be accepted, even against our wishes, even though it was not prescribed.  The complaint logged by Apria on 3/5/15 was by no means the first time we complained to have the concentrator removed.  At regular intervals Mrs. ***** would call up Apria and try again, with the same result.  Had Apria mistakenly believed the prescription somehow mandated the concentrator they could have told us that 7 years ago and we could have had the prescription clarified. However, as you can clearly see the original prescription states a "PORTABLE TANK", which is what the patient needs, for intermittent angina. 

The original prescription has been uploaded for your review.
In my view it is an abusive business practice to be forced to rent something that you do not want or need and were not prescribed.  If you do not accept their practice you don't get to breathe when you need the oxygen. There is no meaningful competition for Apria. I looked.
My request to have the entire rental fee refunded still stands, and I request an apology from the company for its behavior towards senior citizens.
Oh by the way, we have a message on our voice mail at home stating that Apria will now come and pick up the concentrator. They also added that they will no longer deliver our portable tanks and we have to now drive to Oceanside to pick them up.  I suppose this is some kind of punishment for taking our case to the BBB.

Regards,

***** *****



Business Response:

ITEM # 1: Original Prescription from 2008 states portable oxygen tank and not concentrator, no reference to 24 hours per day.


RESPONSE: The original prescription was pulled and reviewed. It is dated 10/10/08 and it states “Home oxygen: nasal cannula 4L prn for angina”. The standard home oxygen setup of concentrator and portable unit was provided. The prescription was updated on 8/24/09 to 2L 24 hours/day for lifetime, singed by Dr. *****. Apria provided what was ordered.


ITEM#2: The complaint logged by Apria on 3/5/15 was not the first time we complained to have the concentrator removed.

RESPONSE: Many conversations are logged in the account in detail between 2008 and 2015. There are very detailed notes entered at each encounter and none of the notes mention a pickup request of the equipment.

ITEM# 3:  Apria has no meaningful competition.

RESPONE: There are several Oxygen providers in San Diego County. ******** ********** ******** ******* ********* ** provied home oxygen in the area.

ITEM# 4: Reguest to refund entire rental fee and an apology from the company for it's behavior towards senior citizens

RESPONSE: Apria is unable to refund all rental fees for equipment as it was delivered as ordered by your physician and the delivery was signed for and accepted. Apria is committed to safe quality patient care and to improving the quality of life for our patients at home. Any concerns can always be reported to your local Apria branch, our Corporate office ###-###-#### or e-mail to ******************** ********** 

ITEM #5: Someone called to offer to pickup the concentrator but will no longer deliver portable tanks and we would have to drive to Ocenaside to pick them up. Customer believes this to be punishment for taking case to the BBB

RESPONSE: Apria can pick up the concentrator with an against medical advice waivera as it is prescribes therapy and had not been discontinued from a physician It is Apria's service model to provide delivery service of tanks when a full home oxygen setup is ordered. Apria offers patients pick up tanks in our office when only a portable system is being used. This is our standard service model and is in no way a refelection of the complaint issued with the BBB.

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

4/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: For over a year I have repeatedly notified this company on multiple media - email, phone and written notifications - that I changed my address. I live and work in a remote area on an Indian reservation along the Canadian border. Despite these repeated notices Apria continues to fail to update my address in throughout their system. So 2 weeks ago I received a forwarded survey from my old address in Vernal Utah. Last Saturday I received a notice of collections of an unpaid bill that I have never seen before to my new address. I have an 800+ credit rating. I am absolutely prompt about paying my bills. But what probably has happened is that they have sent bill notices to my old address which were not forwarded and now I received a negative impact on my credit due to their incompetence. Further, since as of two weeks ago, somewhere in their account database they still have and are using my old address I am susceptible of the situation happening again and again. Finally, I have two insurance policies. I have no proof or evidence that they billed to both insurance companies.

Desired Settlement: First, they must update my address throughout their customer database. They must. They have the address: *** **** **** *** * *** ***** ** *****. Second, they must send me proof of charges with a notice that both insurance companies were billed starting with my primary - ***. Third, any negative impact do to their incompetence in providing information to my new residence should be removed. Finally, I am exhausted and sick and tired these people - organization incompetence. Either they commit to industry standard customer service or remove me as a customer.

Business Response: ITEM # 1:
Mr. ***** has requested that Apria update his address so he receives his statements and letters at the correct address. He wants proof that he charges he is being billed has been submitted to both of his insurances. Mr. ***** wants to make sure that there is no negative information on his credit report.

RESPONSE
We spoke to Mr. ***** regarding his complaint issue on November 19, 2014. As we discussed with Mr. ***** we had three addresses on file for him and have now made the North Dakota the primary mailing address. We removed his statement from e-mail back to paper statements.

We discussed his primary and secondary insurance coverage and he stated that ****** ****** **** is primary and **** ***** **** ****** is his secondary. We are in process of having the insurance verified and will submit the pending claims if we confirm *** is primary and **** is secondary.

We removed the amount of $53.47 from collections and the amount had not been referred to his credit report.

We also discussed the concentrator rental that is still at his home in Utah. After speaking to the branch manager, we have converted the concentrator to sale and there will be no future charges. Mr. ***** now has ownership of the concentrator.

We apologize for any inconvenience this may have caused and Mr. ***** has our phone number for any issues or questions that he may have.
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:

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 have two insurance coverage plans. Also, I have been told by Apria representatives that I have no charges for particular Apria equipment, that Apria will contact both companies, and that they will keep me informed as issues are resolved. Instead, I am receiving charges for the particular equipment, Apria has a problem with reporting the right information to one insurance company but ignores the insurance company request for the right information, and Apria has passed on my account to a collection agency. I have an 800+ Credit Score and Apria through their incompetence is adversely effecting my credit score. I have tried contacting them but get shifted to representative telephone lines that hang up after an extended wait period.

I don't mind paying immediately for real charges but Apria has to start acting professionally. First, they must stop my account from going to a collection agency and remove any adverse credit information.. Second, an Apria representative, one person, should directly work with me till all the confusion and their errors are resolved. I do not want to spend an hour on the phone waiting to speak to yet another Apria representative only to have the line go dead before speaking to someone. Third, I want an assurance that they will stop contacting me about new business - calls by their company for me to buy new Apria equipment - until I receive the assurance they will act professionally in the future and that phone calls are not more than 1 call per month. I have never dealt with a company this bad professionally and hope that you can help.

Regards,

***** *****



Business Response:

Item # 1:
Mr. ***** states that he has two insurance plans and has been told in the past that he has no charges for his Apria equipment. Mr. ***** request that we prevent his account from being sent to collections & remove any previous invoices that have been forwarded. Mr. ***** has also requested a specific contact to directly work with him to see that the account has been corrected.
In conclusion, Mr. ***** asks that all contact with him will cease regarding new business.
 
 
RESPONSE:
After full review of Mr. *****’s account, It was confirmed that Mr. ***** contacted
Apria ********** on June 20, 2014 to inform of his new insurance coverage.
When Mr. *****’s insurance with ****** ********** was verified, we were informed that he also had other commercial insurance. Apria ********** is taking the steps to correct
Mr. *****’s account.
 
In regards to Mr. *****’s account, at this time there is no open balance. All balances are currently pending with Mr. *****’s **** ***** **** ****** plan. Apria ********** has also removed the telephone numbers on file from all dialers to cease any future calls being placed to Mr. *****.
 
 
We apologize for any inconvenience this may have caused.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

4/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare supplied my 73 yr. old mother (who has the beginning stages of dementia), a CPAP machine in 12/12. In 9/13, my mom requested that I assist her with disputed billing arrangements, and I informed Apria by certified letter per their request of this. The machine was covered under her insurance with ******. At first they were billing ****** and Mom had a monthly copay of $8.90. I am questioning why she became selfpay while having insurance. I was given different reasons: 1) she was non-compliant under ******** guidelines so they no longer were required to bill ******. When I requested the guidelines and proof she was non-compliant, I was told they could not get her data card from the machine and therefore surmised she was non-compliant. We received no letters asking for the data card. I made an arrangement allowing Apria to debit her checking account directly for the agreed amount of $50 monthly, later increased to $55. On multiple occasions they made unauthorized debits from her account, once in 9/14 for $112.07 while still collecting our agreed upon amount,then again in 12/14 for $114.52. When queried they said they had verbal approval. I asked for phone recordings of these "supposed" authorizations, but got no response. On 2/23/15 ***, (at ******'s billing dept) put us on a conference call with a billing clerk. Our request to speak to upper management was not granted. I learned on that call that while Apria claimed that we were self-paying customers, they were also billing ****** at the same time. From 12/13-3/14 they collected payments from ****** while also collecting payments from us. I objected, asserting we could not be self-paying and insured at the same time. The billing clerk from Apria was not sure what to do at this point so again I was transferred to someone who couldn't help. I was promised that ******* (**** supervisor) and **** *** (Branch manager of the Fayetteville office) would call me later that day. I waited but neither has returned my call yet. Please Help! Product_Or_Service: ResMed S9

Desired Settlement: DesiredSettlementID: Other (requires explanation) I request that: They take this out of collections and accept what they have collected as payment in full or 1) They would provide proof of ******** guidelines and proof of non-compliance beginning in 07/2013 so they we should have became self-paying at all 2) Proof of these "supposed" verbal authorizations of these additional monthly payments 3) Written explanation of how we could be self-paying while it was still possible to bill ****** at the

Business Response:

Item # 1:
Ms. ******* states that she assists Ms. ******* with billing discrepancies. Ms. ******* is questioning why the CPAP unit that was previously renting, was placed at self-pay instead of billing to Ms. *******’s  insurance company ******.
 
 
 
RESPONSE:
After reviewing the account, Ms. *******’s account was placed to self-pay on June 26, 2013 being that she
was only 3% compliant per ****** guidelines. Per notes on the account, a letter was sent to Ms. ******* along with appeal instructions.
 
In regards to the payment arrangements, on September 12, 2013 a $50.00 payment arrangement was setup to be deducted on a monthly basis. The amount to be deducted was then changed on June 17, 2014 to
$55.00 per month.
 
In regards to the additional amounts deducted of $112.07, our records show that on August 2, 2014
******** spoke with billing and authorized the payment to be deducted.
 
There is currently a balance of $397.11 in collections at this time.
 
To confirm, Apria Healthcare did not submit claims to ****** while Ms. *******’s account was billing out as self-pay.
 
We apologize for any inconvenience this may have caused.
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

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 note that I am again requesting proof of all of the statements made in their reply.

In my original complaint, I requested that:
 Apria take the balance of their claim against ***** ******* from their unnamed Collection Agency and accept what Apria has collected as payment in full or provide proof of non- compliance according to ******** guidelines beginning in 06/23/2013. Apria responded that my Ms ******* was notified of non-compliance. 

My response:
As stated in my original letter of complaint, ***** ******* is an early stage dementia patient. Therefore, as her eldest child, I am now assisting her in paying her bills. In going through her records, I have not found any letters from Apria of non- compliance as asserted in the letter.
 Please send recorded proof of these "supposed" verbal authorizations of these additional monthly payments as dated below, in the dates and amounts of;  

08/12/14 for $5.00;  09/23/14 for $112.07;  12/02/14 for $5.00;  12/08/14 for $114.52 (see attachments)

Apria said in their response: "Apria Healthcare did not submit claims to ****** while Ms. *******'s account was billing out as self-pay." 
My response:
 I am attaching documents proving that Apria Healthcare did in fact bill ****** Healthcare and were paid while they billed us as self-paying clients.   This is dishonest, we can not be self-paying if it was possible to bill ****** Healthcare and receive payments. 

I am now requesting that they return her monies and take this out of collections. In addition we would like a written letter stating what action they have taken and if they want they can  bill ****** Healthcare as it seems they could have done in the first place.

Sincerely,
***** *******


Business Response: March 27, 2015
Better Business Bureau
San Diego, CA
Attn: **** ******
Dispute and Information Analyst Lead
***********************
Re: Apria Healthcare Inc.: **********
BBB Complaint ID#: ********
Dear Ms. ******:
This letter is in response to the complaint referenced above submitted by ***** ******* on behalf
of ***** ******* 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. ******* has provided proof that Apria Healthcare billed ****** ********** while the
patient was being billed as self pay.
Ms. ******* is requesting that the amounts paid by the Ms. ******* be refunded to her and also
requests that the invoices that were previously sent to collections be removed.
RESPONSE:
As mentioned in our response on March 12, 2015, Ms. *******’s account was placed as
Self Pay on June 26, 2013. After that time, no claims were submitted to Ms. *******’s
insurance company, ****** per our records.
Apria Healthcare has reviewed the conversations that occurred regarding the recurring
payments that were set up previously on Ms. *******’s account. Per Ms. ******’s
request, I have mailed the details of those recordings on behalf of Ms. *******’s account.
We apologize for any inconvenience this may have caused.
Sincerely,
*** *** *********
Patient Account Resolution Team Lead

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I took an overnight pulse ox test on Dec 1, 2014 using Apria's equipment (pulse ox device). I was told that Apria would not charge me for the test, but when I received the pulse ox device, there was a contract for me to sign, indicating that I had to pay $39. I called ***** (I don't know her last name, but she is a scheduler with Apria in Denver, phone is ###-###-####) who assured me that there would be no charge from Apria. A few days after I took the test, ***** called me & said that she had the pulse ox device at her desk. She wanted my permission to send it to another company (*******) for the results to be read & sent to my doctor (having ******* read the results would avoid a conflict of interest if my results indicated a need for respiratory supplies/equipment to be supplied by Apria). She said that she had talked to ******* who indicated that no authorization was needed from my insurance (******* *****). I told her NOT to send the device to ******* because I didn't believe that an authorization wasn't needed. She then said that Apria could read the results at no charge, but then my doctor wouldn't be able to use the results to order respiratory supplies/equipment from Apria. I asked her to have Apria read the results at no charge. Subsequently, my doctor's office sent me the results of the pulse ox test, which was on *******'s letterhead. So ***** lied to me when she said that she would not send the device to *******. I left several messages for ***** about the situation but she did not return my calls. Last week, I learned from ******* that ******* had billed them $39 for the pulse ox test, but ******* only allows $26.02 for this test. If ******* had received an authorization, I would only have a $12 co-pay, but because there was no authorization, I will have to pay the entire $26.02. I called ******* and they confirmed that they are sending me a bill for $26.02. I called ***** again several times, and she still hasn't returned my calls.

Desired Settlement: I did not give permission for the pulse ox device to be sent to *******. Indeed, I specifically asked that the pulse ox device NOT be sent to them, and was assured by ***** that it would not be. However, the device was sent to *******, and I now owe them $26.02. I will pay the bill from ******* when I receive it, but I would like Apria to reimburse me for the amount. I also think that Apria owes me an apology for their lack of customer service (lied to by *****, and her not returning my calls).

Business Response:

Item # 1: 
The patient states that she received an overnight pulse ox test on Dec, 1 2014 from Apria Healthcare and was told that she would not be charged for the test, but when she received the pulse ox there was a contract for her to sign indicating that she had to pay $39.00. She contacted a Representative at the Denver Branch who assured her that there would be no Charge from Apria Healthcare. A Few days after the patient took the test the representative from Apria contacted the patient and asked her permission to send her test to another vendor who Apria uses as a 3rd party for results to be reviewed since her insurance was *******. The Pt did not give permission to send the results to the 3rd party but then her physician received a summary of the results and received a bill from the 3rd party for $26.02.   
 
RESPONSE
I do apologize for any inconvenience that we may have caused you. We did receive the order to complete an overnight test from your physician since your insurance is ******* we would need to go through a 3rd party Vendor for qualifying tests results. The Overnight test that was completed was a wireless device which automatically sent the results to the 3rd party vendor to be uploaded with results. The branch did not send the 3rd party the completed AOB at your request there for the results that the physician received was a summary of the test results that you completed.
 
Again we do apologize for any miscommunication on this matter.
 
Sincerely,
 
******* ********

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.

While I'm glad that Apria has apologized for all the "mis-communications", their apology doesn't solve my problem.  Because Apria lied about the cost of the test, and lied when they said that ******* (the 3rd party vendor) would not need a pre-authorization from my insurance (*******), I am now left with the responsibility of paying ******* $26.02.  I want Apria to send me $26.02 to reimburse me.  After all, it was Apria's lies that placed me in this situation.  Also, they need to better train their staff to prevent such "mis-communications" (i.e. lies) in the future.

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



Business Response:

Better Business Bureau

 Attn: **** ******

 Dispute and Information Analyst Lead

 San Diego CA

 ***********************

 

 

 

Re:  Apria Healthcare Inc.:  ** ****** ***** * **** *** **** ** *****

BBB Rebuttal Case Number:

 

Dear Ms. ******

 

This letter is in response to the rebuttal referenced above submitted by **** ********

to the Better Business Bureau.  We apologize for any miscommunication on our part that may have resulted in this rebuttal. Below is a brief description of the rebuttal matter and our response.  

 

Item # 1:  While I'm glad that Apria has apologized for all the "mis-communications", their apology doesn't solve my problem. Because Apria lied about the cost of the test, and lied when they said that ******* (the 3rd party vendor) would not need a pre-authorization from my insurance (*******), I am now left with the responsibility of paying ******* $26.02. I want Apria to send me $26.02 to reimburse me. After all, it was Apria's lies that placed me in this situation. Also, they need to better train their staff to prevent such "mis-communications" (i.e. lies) in the future.

 

RESPONSE I called and spoke with the customer service representative with ******* who to try and get **** ******** reimbursed for her charges that she paid I was told that it would be escalated up to the management department to be reviewed and that they would get back to me by next week. I contacted **** ******** and apologized that she was charged for the services that ******* provided without her consent and I was working on getting her reimbursed by ******* and would hopefully have an answer by the end of next week the latest. I also provided **** ******** my direct contact information if she needed to speak with me regarding any other concerns.

 

 

 

Sincerely,

 

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

3/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria sent a bill to ***** with the wrong patient identifiers on it and my insurance denied the existence of the patient. So they got into my checking account via debit number they required upon getting a cpap machine and took out the money after I had verified with ***** it was covered and we called apria, and **** called apria. I had the debit stopped by my bank but they messed up and it was resubmitted and taken from my account. Now Im out over 1000.00$ Apria was going to resubmit the claim to *****. Her name was ***** at APRIA, and they took my money anyways. I've heard terrible things about their billing department.

Desired Settlement: Apria will be receiving the money from ***** for the machine because it is 100% covered by my insurance. They also stole it out of my bank account. I am in process with the bank about the money because I not only placed a stop charge on it but cancelled both our debit cards and they allowed it to process through. I want my money back. And apria to not get theirs again!!!. Apria's billing dept is full of incompetent people, they state they submitted out bill 3 times and it was denied, not true.

Business Response:

Item # 1:
Mr. ******** states that Apria Healthcare sent a bill to **** ***** **** ****** with the incorrect patient identifiers causing **** ***** **** ****** to deny claim(s).
Mr. ******** states that once Apria Healthcare received the denial from **** ***** **** ****** that Apria deducted the amounts denied by his insurance from his checking account for the purchase price for Mr. ******** Continuous Positive Airway Pressure (CPAP) unit.
 
 
 
RESPONSE:
After full review of Mr. ******** account, Apria Healthcare delivered the Continuous
Positive Airway Pressure (CPAP) unit on June 18, 2014. At the setup, we verified coverage for **** ***** **** ****** of Kansas, however when we submitted the claim to
**** ***** **** ****** we received denials stating that patient could not be identified.
Corrected claims were submitted to the insurance which resulted in continuous denials from the insurance company.
 
On March 17, 2015, it was determined that we had the incorrect payor code attached to the invoice for the Continuous Positive Airway Pressure (CPAP) unit. With that being said, we have submitted the claim to the correct payor for processing and payment.
In regards to the charge that occurred in the amount of $1011.38 that was processed on
Mr. ********’ credit card; when the equipment was delivered on June 18, 2014 Mr.
******** did sign the Sales, Service & Rental Agreement (SSRA) giving authorization to bill for any open balances pertaining to his account.
 
Apria Healthcare will be refunding the amount of $1011.38 to Mr. ******** in form of check. Mr. ******** should receive his refund in approximately two to three weeks which will be mailed to the address we have on file.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

3/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband was in ***** ****** ******** February 28th 2014. On the last day we were there a man came and said he sold things we were going to need. He said he could bill me but I paid for it right away, writing a $36 check. In November I got a bill from him. I called and spoke to a female who told me she found that they cashed it and didn't know why it wasn't posted. She said she'd take care of it. Later in November I got another bill. I called them again and this time they dug in deeper and found where they had refunded the money in August. I remember getting this with a letter telling me I had overpaid and was entitled to a refund. I explained I'd send the check again when I could. I made a special trip to the post office to mail it. They then turned it over to a collection agency and now this is going on my credit report. I've called the business back again and told them I received this and they said they were posting it right away. **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to correct their billing errors and get this off of my credit report. This has been paid on time but due to their inefficiency they refunded the money and then consequentially listed me as being in debt with them. That is not my fault and I should not be held accountable for it.

Business Response:

Item # 1:
Mrs. ****** states that they received equipment on February 28, 2014 while Mr. ****** was in hospital.
A payment was provided upon delivery in the amount of $36.00.
Mrs. ****** states that they received another bill in November 2014 and was informed that the amount was refunded in August of 2014 to patient; so she sent another payment of $36.00 to Apria Healthcare.
Mrs. ****** is requesting that the amount that was sent to collection agency be recalled from their credit report.
 
RESPONSE:
After full review of Mr. ******’ account, we have confirmed that two payments were made in the amount of $36.00.
A refund was sent to Mr. ****** due to the overpayment and we have confirmed that the balance in collections has been fully removed. We apologize for this error and have sent a request to our outsourced collection agency to communicate the credit bureau to remove from Mr. ****** credit report.
We apologize for any inconvenience this may have caused.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Pay Management Center Lead

Consumer Response:

March 17, 2015

****** *** ****** ******
***** ******* ** ***
********** ** *****
Tel: ************

**********
Better Business Bureau
4747 Viewridge Ave No. 200
San Diego, CA 92123-2141
Re: Complaint Against Apria Healthcare

Thank you so much for assisting us with our complaint concerning Apria Healthcare. My main
concern was to protect my credit reputation and to alert Apria that its accounting procedures are
highly questionable and its customer service and general relationship with the public are
jeopardizing its reputation.

We have read Apria's reply and are satisfied with the actions they've taken to correct the
problems associated with our complaint.

I'm sorry that I've delayed responding to your letter; however, my father had a massive stroke
and we stayed day and night at the hospital for a week and eventually lost him. Funeral
arrangements entailed a great deal of planning and numerous actions on our part. He is now with
our Heavenly Father.

Again, thank you for your assistance. If not for the BBB, the general public would be at a loss to
settle this type of conflict between the seller and buyer .

Sincerely,

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

3/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase from Apria Healthcare on 8/1/14. They charged $31.02 to my husband's *** card as requested. They did not tell me at that time that I owed an additional $124.08 but simply charged my *** card for the purchase. I stopped payment on that amount because there were insufficient funds in my account. I called and gave them my husband's *** card to pay for the amount owed on 9/12/14. They have not credited my account for that amount. I have called and spoken to three different customer service representative who told me they had handled the issue but I kept getting bills for this amount. I received a bill dated 2/16/15 which stated that they had sent this to a collections agency because I had not paid my bill. I have made three attempts to resolve this with them since then and keep getting the run around. I faxed them proof that they had received the money from my husband's *** account but they seem to have no record of that. Apria Healthcare is damaging my credit rating over a bill that was paid months ago and has not been willing to actually resolve the issue.

Desired Settlement: I request not just a billing adjustment, which reflects my payment but also the name and phone number of the collections agency they sent my account to. I also request that they do whatever is needed to repair my credit if the collections agency has reported this.

Business Response:

Item # 1:
Ms. ******** states when she purchased supplies for her CPAP Unit on 8/1/14 that she was charged $31.02 which was paid with her husband’s ****** ******* ******* Card. Ms. ******** states that it was not communicated to her that she would owe the additional amount of $124.08 that was also charged to the ****** ******* ******* Card, which was disputed being that there were insufficient funds at that time.
 
Ms. ******** states that she received a statement in February that stated that the balance had been forwarded to collection agency & that the payment made on September 12, 2014 was not credited appropriately to her account.
 
 
RESPONSE:
We have reviewed Ms. ********’s account along with the statement that was sent in from
Ms. ********’s health saving account statement and confirmed that there is no open balance in collections or on Ms. ********’s account as well.
 
In regards to the customer service Ms. ******** was provided, Apria Healthcare will be addressing this with the representatives as training and coaching.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

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 don't know why Apria Healthcare is telling you that I have a zero balance because just yesterday I got a message from them indicating that I had received two bill-backs on that amount and still owe them $124.08.  

Since I cannot call in and speak directly to the person who did the investigation, I don't know how to deal with this.  They are asking for my *** statements to prove that they did not refund this money twice.  When I investigated, it does look like there were two refunds, which I did not realize at the time because in August, the credit card company provisionally refunded the money and then in September Apria Healthcare refunded it again.  I thought the second notification of the refund was just the credit card company making the provisional refund final.
It may be that I owe them $124.08, but I don't understand why they did not let me know that the amount had been mistakenly refunded twice and that they needed me to pay them again.  Instead, I just got bills for that amount and whenever I called to check on it, I was told it was taken care of and not to worry about it.  Then in March, I got a bill that said they had sent me to collections for that amount.  
I don't understand, why when Apria Healthcare made a mistake they did not communicate that with an explanation and work it out with me.  Instead they sent me to collections.  I am willing to pay them the $124.08 again if I truly still owe it to them but I not until someone at the company to gives me the name and the phone number for the collections agency they sent me to so I can check to find out what the status is on the collection and whether this has been reported to credit bureaus.  If it has, I expect Apria Healthcare to get this corrected.  It is not my fault if Apria Healthcare employees are not properly trained and make mistakes like this one.  Once I know that my credit has not been impacted (or if it has that Apria Healthcare has corrected this with the credit bureaus) and Apria can prove that they did indeed refund the money twice I will be willing to make the payment of $124.08.  
I have spend at least 40 hours on the phone over the past several months trying to get this resolved, each time being told it was handled.  Now they tell you it I have a zero balance and tell me I still owe them the money.  I really don't know if they are dishonest or just incompetent.
I would like to speak with someone from Apria Healthcare at a scheduled time to work this out.  I talked to a representative named *** there on Wednesday and she promised me that either she or her supervisor ****** would call me back either Wednesday or Thursday.  They did not call me until Friday when I was out of my office.  I cannot simply sit by the phone waiting for them to decide to talk to me.  When I call in to their Billing Specialist line, I cannot reach the same person twice and each time I call I have to wait on hold between 30 and 90 minutes to speak to someone.  It seems to me, that the only way to work this out is to schedule a call.
Regards,

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

Business Response:

Item # 1:
Ms. ******** requested to speak with someone in regards to her Apria Healthcare account along with the amount was forwarded to our outsourced collection agency.


RESPONSE:
After a conversation with Ms. ******** today, I confirmed that the balance that was previously sent to collections in the amount of $72.65 has been fully recalled and no longer Ms. ********’s responsibility.
In regards to Ms. ********’s account, there are currently no open invoices or any open balance on the account. Ms. ******* has my direct contact information should she have any questions going forward.

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

Sincerely,
*** *** *********
Patient Account Resolution Team Lead

3/26/2015 Billing/Collection Issues | Complaint Details Unavailable
3/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Can't get thru to Apria using their phone # that is on their statement (last statement 1/30/15, and the payment I responded with on the same date.). I use ***** *****'s bill pay electronic payment system. Won't bore you with the few communications I have had with Apria (the number I call is to another company who then forwards me to Apria's customer service, both require 15 to 20 minutes of hold time before anyone answers, and I have given up trying to get thru to their (Apria;s) customer service. Am afraid my electronic payment has never been posted and my credit will be sullied due to their inept, incompetent billing practices. During one of the few communications I had with someone in Apria's customer service, they tried to put me on billing via e-mail, but I would have had to use their payment methods and since I am set up with electronic billing with WF, I am not going to change. In essence, all I want to do is receive a monthly statement, reflecting my payments in a timely fashion. I have in all seriousness, expended several hours on the phone attempting to just get hold of the customer service department. Yesterday I took in a piece of their equipment to their Golden CO service center to get repaired, asked them how to get to their billing section (customer service) they just shook their heads and gave me a local number which ended up as a menu and eventually I ended up at the same number as on the statement. I refuse to waste any more time, even asked my medical Dr. if I could switch to another oxygen supplier, was advised that all these oxygen suppliers have the same non-responsive service. HELP

Desired Settlement: The above phone call advising me what I must owe their organization by now and a monthly up to date statement. And yes they have my correct mailing address.

Business Response:

Item # 1:
Mr. ********* states that he has experienced issues when contacting the telephone number listed on his Apria Healthcare statement. Mr. ********* states that he has experienced extended hold times when contacting Apria’s billing center.
Mr. ********* is wanting to check the status of a payment that was made through his bank via electronic banking to determine if the payment has or has not been received by
Apria Healthcare.
 
RESPONSE:
After full review of Mr. *********’s account, I show that his current balance is
$34.05 which is the 20% coinsurance portion that his insurance, ****** ********* does not cover. At this time, it was confirmed that the payment made by Mr. ********* on January 30, 2015 did apply to his account on February 20,
2015. With that being said, an itemized statement is being mailed to Mr. ********* to show as proof.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
*** *** *********
Patient Pay Management Center Team Lead

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,

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

3/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have continuously requested for an itemized statement of account for a year. I started using the equipment in October, 2013 and was told that a 3 month monitoring period was mandatory and that rental would be billed to insurance company during this time. At the end of the 3 months I would have the option to purchase the equipment as long as compliance was met. The 3 months would have taken me into mid-January, 2014. 3 months of compliance were completed and I wanted to purchase the CPAP out right. Now the story changes to 6 months of compliance testing. During the additional 3 month testing period, insurance coverage changed. I requested that an Itemized Statement of my Account be provided that showed the beginning balance (purchase cost of CPAP) less any insurance contract write-offs, less any insurance payments. I wanted to know my entire account history...still have not received. I had entered into an agreement over the phone to pay $50/month while waiting for the requested information, and had continued to do so until I got a letter in the mail that my account had been sent to Collections. Gets even better...I made a payment that is not reflected in the amount on the Collection notice and when I proceeded to log into the Collection Company's Website (**** ***** *********** ***.) there is an additional $266.31 added to the total balance. I again am trying to get an itemized statement and continued to be either hung up on or told that the information will be faxed to me and it never is.

Desired Settlement: Itemized Statement showing the beginning balance - Cost of CPAP, less any insurance write-offs, less any insurance payments and less any payments that I have made personally. Also want account to be pulled out of collections and no effect on Credit Report.

Business Response:

Item # 1: 
Ms. ***** states that she began using the CPAP Unit in October 2013 and was initially told that a 3 month monitoring period was required & would be billed to the insurance during that timeframe. Ms. ***** was also informed that after the 3 month timeframe, she would have the option to purchase the CPAP Unit.
Ms. ***** stated that the three month of compliance testing was completed & then she was informed that she would need an additional three months for compliance monitoring. During the additional three months, Ms. *****’s insurance coverage changed as well.
Ms. ***** states that she has requested an itemized statement of the account.
Ms. ***** mentioned that she made an agreement over the telephone to pay $50.00 per month while waiting for the requested information.
 
RESPONSE:
Ms. ***** received the CPAP Unit on November 11, 2013 while she was covered under ***** insurance which we billed through **** *******. In regards to the compliance timeframe, as of February 27, 2014 we were notified that the authorization was extended for an additional three months of compliance and not purchase the equipment therefore we were not able to convert the equipment to sale at that time. Due to contractual agreements in regards to compliance monitoring, we must have purchase authorization from the insurance company to bill for the remaining purchase price.
Per the account Ms. ***** contacted Apria on June 3, 2014 to inform Apria Healthcare of her new insurance coverage, **** ***** **** ****** that became effective on March 1, 2014 which was verified and added to Ms. *****’s account.
Per the contract with **** ***** **** ****** of Kansas, they only purchase the CPAP Unit’s and do not require rental period prior to purchase.
 
In regards to the amount of $656.57 that is currently in collections for the June 1, 2014 date of service for the purchase of the CPAP Unit under **** ***** **** ******. We submitted the claim to the insurance company on June 18, 2014 and received a response from **** ***** **** ****** on July 23, 2014 stating that the amount of $565.26 was being applied to Ms. *****’s annual deductible with **** ***** **** ******.
The account in collections was placed on a 30 day hold as of March 11, 2015 pending further review of Ms. *****’s account. Per our records an itemized statement was mailed out to Ms. ***** as well.
 
A payment of $141.31 was made by the patient for coinsurance for the purchase of the CPAP Unit & then an additional amount of $75.00 was paid on two separate occasions. Apria Healthcare did process a payment in the amount of $490.26 to Ms. *****’s credit card which was later refunded to Ms. ***** being that the payment was not authorized by Ms. *****.  In addition to the refund that was sent to the Ms. *****, the credit card company recouped an additional amount of $316.31 on January 21, 2015, which actually only leaves an amount of $50.00 that was paid toward the purchase invoice from June 2014 for the purchase of the CPAP Unit.
 
 
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
 
Sincerely,
 
 
*** *** *********
Patient Pay Management Center Lead
 

3/26/2015 Problems with Product/Service | Complaint Details Unavailable
3/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get information from Apria for several months. I have cancelled checks & bank statements showing Apria applied the payments somewhere, however, they haven't been able to prove to which account they were applied. In the meantime, the same amounts were sent to collections as unpaid. My wife also has an account with them, but her account is fine. There are no balances or credits in her account. I am waiting for some kind of proof that the checks & bank statement items were applied to my account. I also am waiting for a refund of overpayments. I haven't been able to get in contact with ****** *******, the billing supervisor to discuss this account.

Desired Settlement: I want an itemization of all payments received & where they were applied. I also believe I am due a refund.

Business Response:

ITEM # 1: Mr. ********** is requesting a itemization of all payments and where they were applied, because he feels he is due a refund.

RESPONSE: We have reviewed Mr. **********’s account and found that his account has been reviewed multiple times by different representatives. Mr. ********** received a CPAP unit and supplies on June 28, 2011. Apria submitted claims to ***** per their contract which states the CPAP unit will rent for 10 months then goes into 6 month maintenance and service agreement, that would entitle the Patient to continued repairs and/or replacement of the equipment in the event of a malfunction. The CPAP unit rented from June 28, 2011 – March 28, 2012 and maintenance and service fee on October 28, 2012.

Mr. **********’s insurance changed in 2013 and Apria submitted claims to ****** per their contract for 13 months then converted to sale on February 28, 2014 at no additional charge. Unfortunately, the period relating to the ****** rental contract begins on the date coverage began with ******, because ****** does not, nor is it required to, to credit payments made by other Payors toward its coverage.

We have mailed an itemized history of  Mr. **********’s account to the address we have on file for him. We would request that if he does not receive the information within 14 business days to please contact us.

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 sent me a printout of charges & payments received, however, it did

not prove that every payment I made was credited to my account.

I attached the spreadsheets & letters sent to them. 

Regards,

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



Business Response:

Item # 1:
Mr. ********** stated that Apria Healthcare sent him a printout of charges and payments received, but it did not reflect all payments.
 
 
RESPONSE:
As mentioned before, we have reviewed Mr. **********’s account and sent per his request an itemized statement specifying the amounts billed and paid for each claim from November 28,
2011 through May 29, 2014.
 
We apologize for any inconvenience this may have caused.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

3/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We recently lost our local Hawaii Apria branch. Since then I haven't been able to get proper customer service. I have had issues with ordering my sons medical supplies, ordering & receiving much needed oxygen, I have received wrong supplies or wrong amounts, amongst having to deal with rude customer service technicians who have no idea how to speak to speak to families who care for the medically fragile. I called Apria 3 times in a week for my son oxygen & have received the following comments regarding the order: On 02/17/15- Oxygen will be delivered on Friday, 02/20/15. No delivery. -02/17/15- called Apria inquired about the delivery-i was told it wasn't on file. So then apparently the order was made. Told Delivery would be Monday, 02/23/15 & I would receive a phone call on Saturday to confirm. On that day On Mon. 02/23- No delivery nor a conf phone call. On 02/24/15- I called again, spoke with a ********* to inquire about the oxygen. This time I was told that it was cancelled & no record for a re-order was made. This cust. SVC rep was rude & when I inquired if I could speak to a local branch, I was given a, "no!" I asked why, and I get a, "because." With this call she put the order in & delivery is for Thursday. In Hawaii we have been hit with several heavy storms that shuts power off for days. Oxygen is vital for my sons survival. This was mentioned & I got a giggle. I have no words to express the frustration. I have also ordered my sons respiratory supplies & have not received them yet. I am utterly overwhelmed with disappointment.

Desired Settlement: Customer service reps should be educated on how to deal with their clients, especially in the medical equipment & health care field. As my sons advocate I felt helpless. My son shouldn't have to suffer any more then what his disorder dishes out. I would love if our Local Hawaii branch could take back customer service calls & assist in taking orders.

Business Response:

Item # 1:  No longer able to contact her local office directly.
Item # 2:  Issues ordering supplies from National Refill Department
Item # 3:  Oxygen delivery not made when promised
Item # 4:  Rudeness of Customer Service Rep from Oxygen Refill Department
 
RESPONSE
 
Item #1: Customer Service Supervisor has contacted Mrs. ******** and has explained the new phone system, as well as how to contact the local team in Hawaii.
 
Item #2: Mrs. ******** has been advised, as her son is not on CPAP therapy, she does not need to contact the National CPAP Refill Department and that her vent and trach supply orders would be placed by contacting the local Hawaii team.
 
Item #3: The cylinder resupply orders were entered for the 20th & 23rd, however were improperly routed and the driver never received the order.  The issue has been corrected and we apologize for the delay in delivery.  Any possible future delivery issues can be directed to the local Hawaii team and unscheduled cylinder refills can always be picked up at the Hilo location during office hours.
 
Item #4: Followup coaching has occurred to ensure education regarding customer interaction is professional and courteous in every call leaving no room for misunderstanding or concerns to develop.
 
 
Sincerely,
 
******** * ******
Customer Service Supervisor

3/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was ordered a wheelchair thru ****** on 3/7/15 and Apria called and left a voicemail on my mobile and work phones the same day. I called them back and spoke with one of the customer service reps and advised them I'd had a hip replacement and would need the leg lifts in order to prop my legs up (keeps them from swelling/getting blood clots). They assured me they'd have it to me on 3/7 between 4-8PM with the lifts. They arrived @6PM and had no leg lifts (it was on the order). I did not visually see the chair left as I was lying down (my boyfriend signed for it). The man assured us they'd deliver the lifts between 10AM-2PM on 3/8/15. I called them back on 3/7/15 to let them know I tried to sit in the chair and couldn't fit comfortably. They asked if I wanted to do an exchange that evening and I said the following day (3/8/15 10-2) would be fine. On 3/8/15 I called them @1:30PM to see if they were still coming. Woman on phone said she couldn't see that I even had an order as her system wouldn't update. I told her we had to go for some errands and to have them call us prior to delivery. We didn't leave until 3:30 and still no call. Came home to an un-filled out card saying they'd been here with no information on how to contact them. Called them again on 3/8 and advised they had tried to deliver without calling. Man took my information once again and I "begged" him to have them call me - they had my cell # and I wouldn't be further than 5-10 minutes away from home. Called them again 3/9 and the woman now tells me I'm rescheduled to get the chair on 3/10 but couldn't give me a time. I asked her to have the local manager call me to discuss the issue and still no call. Why is it that I can't get someone local to talk to me? I having been lying flat on my back for most of the past 3 days. Don't they have any compassion for people with health issues? I am thoroughly discussed with these people and it has caused me undue stress while I'm trying to heal from surgery. Shame on them!

Desired Settlement: I expect the chair, someone to call me first so I know they're coming to deliver. I can't be glued to my home as I have follow-up appointments. They should also send me a letter stating they apologize for treating me the way they have. I'd like to see them closed down to be honest! They don't deserve decent people's business. I told the woman on the phone if I had a business and treated people the way they were treating me I would not have a business for long...

Business Response:

Item # 1:  Did not receive elevated leg rests with the wheel chair and communication of the delivery.
 
RESPONSE
 
The equipment order came directly from *******’s insurance company, ******.  The order did not include elevated leg rests and therefore were not authorized by ****** at that time.  We do try to provide delivery time frames, however, there are times when additional last minute orders are placed between existing deliveries.  The chair has been exchanged and the elevated leg rests have been provided.  Again we apologize for any in convenience this has caused.
 
 
Sincerely,
***** ** ***
 
 
 
Sacramento Branch Manager
Apria Healthcare
 
 

Consumer Response:

Better Business Bureau:

Although I did finally get the leg lifts on 3/12 they were aware of the need when it was ordered thru ******. I personally called Apria to make arrangements for the chair and lifts to be delivered. they initially brought me a chair that was barely big enough for a small adult and no leg lifts. They brought me a different chair with foot rests (not lifts). No one would return my calls and never tell me when they were delivering. Avery contact with them was a hassle for me - they could never give me a date/time and then when they did no one showed up until 3/12. I was told it was due to no leg lifts in the warehouse.  Reference to complaint ID ********, l consider this complaint resolved.  I have the chair but I would never recommend this company to anyone!

Regards,

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

3/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered equipment on Dec 9 2014 the claim hasnt been worked as of 1-16-2015. the order for new equipment was placed on Dec 9 2014 and as of 1-16-2015 they order hasnt been touched. Every time I call them they tell me somene will call me back to verify insurance. I have never received a call back from them. Now that it is a new year I will have to pay a new out of pocket. At this time I feel that they should cover that because they havent done there job to get this ordered processed.

Desired Settlement: I feel thay should pay my out of pocket due to them not touching my order since Dec 9.

Business Response:

DATE:  2/18/15

 

Better Business Bureau

San Diego, CA

Attn: **** ******  

Dispute and Information Analyst Lead

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

 

 

Re:  Apria Healthcare Inc.:   Little Rock AR

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:  CPAP ordered in December 2014 but not yet processed and now 2015 causing out of pocket expense.

 

 

RESPONSE Order came in December and representative did verify insurance and was told by ***** that the policy was no longer in effect.   Left message and pended the order per process.    Patient called back and gave additional information on insurance, although was not re-verified.   Call was escalated to a supervisor, however, in our system the order failed to get “reactivated”.    Because of this missed step in our computer system, it was not able to be looked at again until patient called back and it was already 2015.     Unfortunately, it is insurance fraud to bill for a date of service where the equipment was not yet provided.   Because of this, we could not legally be able to backdate a claim to help customer not have new out of pocket expense for the New Year.     There were missing clinical documents that also slowed the process down in 2015 that took an additional week, and messages from patient were received, and told patient we were still working on getting documentation needed to get authorization.    1/16/15 left message with patient which included his out of pocket total.   Apologies went out to patient on the issue as he was not pleased it had taken so long.   Patient decided to go with another provider.    

 

Sincerely,

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

Area Customer Service Manager a

 

3/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/15, Apria sent me a letter stating they attempted to contact me to arrange equipment pickup. Apria has not contacted me. I have contacted Apria on 4 occasions to arrange equipment pickup, and Apria has failed to pickup the equipment on scheduled dates. On 12/1, I contacted Apria to request a pickup. Apria scheduled a pickup for 12/12. On 12/5, Apria showed up w/o a prescheduled apptmt at my house. I was not home. On 12/8, I called Apria to address the 12/5 unscheduled pickup attempt. I informed Apria that on 12/1 I had scheduled the pickup for 12/12. Apria informed me that Apria had unilaterally removed me from the schedule and that I needed to reschedule. Apria agreed to pickup the equipment after 6 pm on 12/8. On 12/9, I saw that another Apria door tag had been left for me indicating that **** attempted a pickup on 12/8 at approximately 10 pm. No one had knocked on my door on 12/8 at 10 pm. I checked my surveillance system and saw a video clip at apprx 10:16 pm showing a man come to my door and put the Apria door tag on the handle; the video clip shows that the individual never knocked on the door. On 12/15, I called Apria again to reschedule the pickup of the equipment for 12/19. On 12/19 at 7 am, I called Apria to confirm the pickup. I spoke to ******* who informed me that Apria had unilaterally dropped me from the schedule and that I needed to reschedule. I rescheduled for 12/26. I have spoken to Apria on 4 occasions (12/1, 12/8, 12/15, 12/19) to schedule/re-schedule equipment pickup. Apria never contacted me to arrange a pickup. Apria has shown up unannounced when I was not home (12/5), has shown up and refused to knock on the door (12/8), and has twice unilaterally dropped me from the schedule (12/12, 12/19). Apria’s customer service is unprofessional and significantly subpar; their 12/15 letter contains untrue facts and inappropriate threats. Lastly, call wait times exceed 45 mins; phone staff is rude, unhelpful, & disrespectful.

Business Response:

February 25, 2015

 

Better Business Bureau

Attn: **** ******

San Diego CA

 

 

 

Re:  Apria Healthcare Inc.:     El Segundo CA

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: Apria’s customer service issue regarding pick up of a wheelchair.

 

RESPONSE

The issue was not addressed in a timely manner due to not having the correct phone number on file. Subsequently we have researched and verified that the wheelchair was picked up from **** ******** **** *** ******* ** ***** on 12-26-2014.

 

We apologize for the long delay in responding to Ms. *****’s complaint as the Apria record had the wrong phone number and it was not researched in a timely manner.

 

Sincerely,

**** ******

Physician & Patient Relations

Apria Healthcare Corporate

3/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I use Apria health care to buy C-PAP supplies for my s***p apnea condition. About three weeks ago I called to check if Apria was currently working with my insurance company. At the time they told me they didn't work with my insurance company. About two weeks after that I received supplies from them. I called back to ask what hey had sent the supplies, they told me they had given me the wrong information and that they were working with my insurance company. About a week after my last conversation with them after I had confirmed from their customer service department that I was covered through my insurance they billed ($260.95) me for not being insured. I have talked to several supervisors from Apria and nobody can give me an explanation of why they billed if I am insured.

Desired Settlement: I need a full refund of the money they charged me. it is not my fault their customer service suck and they didn't verify correctly my insurance doesn't work with them

Business Response:

Item # 1:
Mr. ****** stated that he contacted Apria Healthcare to confirm that Apria was working with his insurance company. Mr. ****** states that he was told that Apria Healthcare does not work with his insurance company.
 
Mr. ****** contacted Apria Healthcare a couple of weeks later to check the status of his supply order & was then informed that he had been provided incorrect information previously.
 
Mr. ****** states that he has spoken with several supervisors & is not able to obtain clear explanation of why he is being billed.
 
RESPONSE:
After thoroughly reviewing Mr. ******’s account, it was confirmed that Mr. ****** received CPAP
Supplies on February 24, 2015. Apria Healthcare submitted the claim to Select Health on February 25,
2015 in the amount of $428.19. Apria Healthcare received response from Mr. ******’s insurance on
March 7, 2015 showing that they processed the claim and informed Apria Healthcare that they were applying the amount of $260.95 toward Mr. ******’s deductible. If Mr. ****** is disputing the response from Select Health for the February 24, 2015 claim, he will need to contact his insurance company.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

Consumer Response:

This company has contacted me and they have fixed the issue. Thanks!

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,

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

3/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria provides oxygen and breathing machines for people all over the country. I have been trying to get someone to come out and inspect my machine and check my reserve oxygen. I've called on several occasions and cannot get through and this time have waited in excess of 36 minutes to get assistance. When someone finally does come to the phone they cannot schedule a prompt appointment. Mind you people who use Apria equipment need it to BREATH! Not only can they not come promptly (two weeks out was the soonest I could get service for my oxygen equipment); they also cannot give a specific time; instead giving a 5 hour window of time when they will show up. Another indication of poor staffing and customer service. Apparently, stockholders need to make as much money as possible so not hiring sufficient staff to service people who need to BREATH is a top priority. Apria's poor staffing and service is indicative of how they value their customers. Also, when I told them about the poor quality of their music system, which is nothing but annoying static during an unacceptable wait time, the rep told me that it's always been that way. This is another indication that the sick and elderly, who need Apria's equipment, are of no concern to CEO, *** ***** and stockholders. They are more concerned with profits than adequately staffing their facilities to handle the more than 50% of the American public who are elderly and many need their equipment and services. They have so much money but cannot fix their crappy music while making sick people wait a ridiculous amount of time for service. I cannot recommend Apria's equipment since their customer service is so bad and people who need that equipment cannot get it serviced in a timely manner. I pray CEO, *** *****'s own mother or father don't need it. Product_Or_Service: home oxygen equipment Order_Number: Unknown; it was year

Desired Settlement: DesiredSettlementID: Other (requires explanation) I'd like the CEO and stockholders of Apria to place the customer service of sick people BEFORE profits and adequately staff their facilities around the country! People's lives depend on Apria. CORPORATE GREED IN THE US IS REPREHENSIBLE!

Business Response:

Item # 1:  Long hold times, long estimated time of arrival windows, and hold music
 
RESPONSE
Apria has been trying to schedule maintenance of the oxygen concentrator since 10/3/2011, sending a total of 3 letters in addition to multiple phone calls.
 
Patient called in on 2/18/2015 at approximately 11:00am. At this time the average speed to answer was 12 minutes within that particular department.
 
All concentrator maintenance appointments are scheduled 2 weeks in advanced and do not come with specific appointment times as this is general maintenance routed to a technician with multiple stops and are given consideration for unseen circumstances such as traffic and travel time. Apria will provide a 4 hour time window the day of delivery.
 
Should there be a malfunction or concern with the equipment Apria will send a technician on a same day basis for emergencies or at the latest, the next day, for issues that do not put the patient’s health in jeopardy.
 
In regards to the music during hold times, Apria strives to keep the music as neutral as possible.
 
 
Sincerely,
 
 
**** *******
Apria Healthcare, Recurring Oxygen Scheduling 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.

Dear **** ******,

 

Apria response is a standard blurb and unacceptable. I waited over 36 minutes for customer service and I've tried returning their phone calls on several occasions to no avail. During the complaint contact, when I finally got someone, there was a two week waiting period for oxygen machine service. I've call them numerous times over the years. I have a life and cannot wait forever for them to answer their phones. Perhaps I should start responding to them via signature required certified mail to set an appointment? At least that way, I know that they got my message and I don't have to be late to appointments waiting for them to answer calls. 37 minutes! That's just one of the times I've phone them. How would they possibly know I have an emergency if they cannot answer the phone promptly? I waited almost 6 hours for the technician to come to my home. They need to hire more people to adequately service customers who need to breathe and cannot change from Apria due to health insurance restrictions. The phone static is torturous not neutral. Their own employees admit it's terrible; call them and ask!  I invite you to phone them, wait for 36 minutes and listen for yourself and then ask the rep who answers about the static music. You can also go to Yelp and their ******** page to find other complaints by different people. Unless Apria removed the complaint I left on their page; I had a ******** conversation with another Apria customer about the poor service.  

As far as I'm concerned Apria is a big company taking advantage of their customers and doing an excellent job of giving poor service. They don't and haven't done squat for me. I can't even scheduled my oxygen machine to be cleaned for dust and allergens for another 5 years. Really! I hope Apria's CEO, who is a fine example of greed and poor leadership, needs to breathe air from his own tubes and also has to wait for his own short staffed customer service representatives to answer his call like the rest of us poor saps do. He deserves to know just how poorly his leadership is. Stockholders don't have enough money so they cut back on staff, or don't hire sufficient staff,  making it difficult for their customers who need to breathe! You have got to be kidding me! Even their own tech told me everyone he saw, the day he came to my home, complained about the service. I hope you can reopen this case because as far as I'm concerned they continue to provide subpar service and this is not resolved.

Resolution for me would be Apria hiring more staff to adequately provide excellent service to people who need to breathe. This means hiring not only in the customer service area but also in the technical area which services concentrators in customer homes. A two week wait for concentrator maintenance is ridiculous and a 6 hour window to wait for their arrival even more so. I've had my concentrator for probably close to a decade and cannot remember the last time Apria cleaned it for dust and allergens. They tell me I have to wait for 5 more years! Are you kidding me! This should be done annually. A satisfactory resolution would be do give customers, who cannot move to Apria's competitors due to insurance restrictions, prompt and excellent care and that means hiring more staff and fixing their horrible and abusive music as well. It may be neutral as they stated in their letter but it's full of static. It's a misery to listen to for half an hour. Apria is a huge company; they can afford it. They need to stop abusing customers held hostage because they can't switch to Apria's competitors due to their insurance coverage restrictions.



Regards,

**** ******



Business Response:

 
Item # 1:  Long hold times, long estimated time of arrival windows, and hold music
 
RESPONSE
Our Vice President of CCC Customer Service is looking into the music issue and working to get this resolved.
 
We have adjusted and are in the process of adding resources to better staff our customer lines and customers will be able to talk with an agent when they call in for their service. To avoid having to go through the Customer Service queue, the Recurring Oxygen Department can be reached @ ###-###-#### option 2, which will allow customers to speak to a live agent.
 
All concentrator maintenance appointments are scheduled 2 weeks in advanced and do not come with specific appointment times as this is general maintenance routed to a technician with multiple stops and are given consideration for unseen circumstances such as traffic and travel time. Apria provides a 4 hour time window the day of delivery. On 03/06/2015 @ 9:04 AM customer was contacted and given this 4 hour window. Customer has had equipment service completed as of 3/6/2015.
 
 
Sincerely,
 
 
**** *******
Apria Healthcare, Recurring Oxygen Scheduling Manager
 
 

3/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria collected payment for CPAP equipment from my insurance company in full and then charged the equipment to my credit card as well. 4-weeks of following up with Apria and my insurance company as well calling them to show payment was made Apria still has not credited my card back for the amount charged. Apria healthcare phone line is automated and once you get to a point to dispute billing charges it has been no shorter than a 18 Minute hold time. this has taken hours each time I call to try and resolve - only to be told in the beginning that insurance has not paid, then then they refuse to contact ***** to help resolve - so I have ***** call them - then I get told 7-10 business days for credit back to my card - which never happens and then the process repeats itself again. This has happened multiple times I and ***** have records of this.... Apria acts like every-time we call this is the first they heard of it. "***** CLAIM ID # ********* dated 12/22/14.

Desired Settlement: Someone with authority from APRIA needs to contact me and resolve this - be willing to get ***** on the line resolve it once and for all, and credit back the charge immediately. This is horrible customer service on Apria Healthcares part.

Business Response:


Item # 1: 
Mr. ********* states that Apria Healthcare collected payment for CPAP Humidifiera & CPAP supplies from both his insurance company as well as charging his credit card. Mr. ********* states that he has been informed that the amount of $147.09 would be refunded back to his credit card, but has not been completed as of yet.
 
RESPONSE:
 
After full review of Mr. *********’s account, I found that we billed for two humidifiers in error for the date of service December 22, 2014. Apria Healthcare has reversed the payment that was debited to Mr. *********’s credit card and also adjusted the balance on the associated invoice.

Contact has been made with Mr. ********* & it was explained that the charge to the credit card was completed in error. A payment reversal has been completed and an adjustment has been taken on Mr. *********’s account. We have submitted a refund to the credit card used to resolve this issue.
 
 
We apologize for any inconvenience this may have caused. 
 
 
Sincerely, 

 
*** *** *********
Patient Pay Management Center Team Lead
 


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, if it does, will consider this complaint resolved.

Regards,

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

3/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased oxygen tanks for my father while he was an inpatient at ****** ******* ******. The tanks were turned in on 1/14/14, and Apria acknowledges this. They continued to charge my credit card monthly, despite the turned in tanks. I called them in December 2014 to request a refund and they said they would process it and credit my discover card, but to date they have not. I called their billing number today and it just keeps disconnecting me. They erroneously billed me $304.92. I have my Discover card statements as proof of this. The erroneous billing period was from March 2014 through December 2014.

Desired Settlement: DesiredSettlementID: Refund Refund of the moneys they collected that they were not entitled to.

Business Response:

Item # 1:
Ms. ******-****** states that oxygen was provided for her father on January 9, 2014 and was picked up on
January 14, 2014. Ms. ******-****** provided a credit card to bill for the patient monthly for the patient’s responsibility.
Ms. ******-****** stated that she contacted Apria Healthcare in December and was informed that her credit card would be refunded which did not occur.
 
 
 
RESPONSE:
After reviewing Mr. ******’s account, I confirmed that we do have an overpayment on the account in the amount of $366.84. I have made contact with Ms. ******-****** and arranged to refund the discover card $366.84 that was previously charged to resolve this concern.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

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,

******* * ******-******

3/11/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: An C-pap mask was ordered for me by my doctor. It was delivered while i was in the hospital and was returned to the sender apria healthcare. When I inquired about the mask, I was told it was delivered. When I insisted it had not been delivered I was told they had to investigate and then they would get back to me. They have not responded to me and ******** has paid in full for this item. Being without this item puts my health at risk.

Desired Settlement: I would like this item delivered to me as ordered.

Business Response:

Item # 1: Customer’s Statement of the Problem: A C-pap mask was ordered for me by my doctor. It was delivered while I was in the hospital and was returned to the sender Apria Healthcare. When I inquired about the mask, I was told it was delivered. When I insisted it had not been delivered I was told they had to investigate and then they would get back to me. They have not responded to me and ******** has paid in full for this item. Being without this item puts my health at risk.
 
 
RESPONSE
Mrs. ********* ***** PAP supplies were shipped on 02/24/2015. They arrived to her home on 02/26/2015. They were signed for by *******. Initially the supplies were delivered to the hospital signed for by *******, but were not able to be located. The items were then somehow returned to Apria. Mrs. ***** account was credited. Mrs.
***** does have the requested supplies.
 
 
Sincerely,
***** *******
Customer Service Supervisor
Apria Healthcare

3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria Helthcare made a $1,098.49 charge against my credit card in early December 12014. On December 8, 2014, I called on the charge, and was told they had sold me the CPAP machine that I was using, under a Doctor's care. They said they received the Doctors Confirmation that I was still using the machine 7 days late in September , so they converted the CPAP Machine to a sale. I was told the only way to resolve this issue was to take it to the manager of the local Apria Healthcare Office in Ft Myers FL. It should be noted that you cannot reach the local office by calling the number listed for it. You get an Apria Healthcare National office instead. The National Office assured me that the Local Manager would be available, so I drove 25 miles to the local office. I was told the Manager was not in, but that she would get back to me. I called the Apria Healthcare national number again on December 30, 2014. I again received assurances that the local manager would call me on the next day. I have received no call back from the local manager. I have checked my contract and find no basis for converting a Medicare approved device to a sale. Apria Healthcare required my credit card number when I ordered replacement supplies for the CPAP machine. I have never received a statement from Apria Healthcare explaining the charge. I have filed a dispute concerning this charge with my Credit Card Company (USAA) As of December 8, 2014, My Doctor says I no longer need to use the CPAP machine. I would like to return it to Apria Health Cafe, but they refused to take it when I was in the office on December 8.

Desired Settlement: Refund of my $1,098.49, and Apria take back their machine.

Business Response:

ITEM # 1: Mr. ******* states that Apria Healthcare charged his credit card $1098.49 in early December 2014. He states that when he called regarding the charge he was told that his doctor had confirmed he was still using the CPAP unit and it was converted to sale. Mr. ******* states that he was informed the local manager would be able to assist with resolution on the CPAP unit and credit card charge. However, when he drove the 25 miles to the local office the manager was not there and was to have called him back but has not. He states that he has disputed the credit card charge with his credit card company (USAA), however needs to know how to get the CPAP unit returned to the local store.

RESPONSE: We have reviewed Mr. *******’s account and found that he received the CPAP unit on February 1, 2013. Mr. ******* provided his credit card to place on file for any charges not covered by his insurance. Per Mr. *******’s insurance guidelines Apria must submit documentation from the physician for the patient to be CPAP compliant. Apria went to great lengths to assist Mr. ******* with obtaining the documentation necessary to qualify his claims for coverage. Apria faxed paperwork to the physician and spoke with the physician’s office and Mr. ******* in an effort to assist Mr. ******* in obtaining the documentation necessary to submit claims to Medicare. However, Apria was unable to obtain the needed documentation and started the process to pick up the equipment until we could get Mr. ******* Medicare compliant.

We were unable to reach Mr. ******* by phone, so we mailed him a letter. Mr. ******* contacted Apria and stated that the face to face notes were done in April by the physician and he would contact them and request that they fax the notes in. Stephanie with the physician’s office contacted Apria on the needed documentation to make Mr. ******* Medicare compliant. She stated that she would fax the information to us, we did not receive the information.

Apria converted the CPAP unit to sale December 2, 2014 and charged Mr. *******’s credit card on file that he provided at set up for the purchase price. Mr. ******* contracted Apria on December 11, 2014 regarding his credit card being charged. Mr. ******* stated that he would contact the local office about returning the CPAP unit. We have record of Mr. ******* going to the local office to return the CPAP unit and the branch manager not being there. We apologize for the branch manager not calling Mr. ******* back, we have reached out to her and she stated that no one gave her the message to contact Mr. *******.

The branch manager has now contacted Mr. *******, who is going to return the CPAP unit to the local office. The amount for the convert to sale will be adjusted off. Mr. *******, confirmed to the branch manager that he disputed the charge with his credit card company. Once we receive the dispute we will recoup the payment back to his credit card company. We will not refund Mr. ******* by check because if we did he would be over refunded and then owe Apria money back.
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 response provided by Apria Health care indicated the local Branch Manager had  contacted me and I would be returning the unit  to her office for a refund of the charges. This did not happen. The local manager  contacted me on the morning of January 12, and advised me to return the unit to her office for a refund. She then called me in the afternoon of January 12, and told me I could not bring the unit back for a refund until I received a letter from the Apria Health case Billing Office. 

As of this date, January 22, I have received nothing from the Apria Billing office
i might add that the response provided  indicates the problem was generated by my Doctor's office, I failed to see the basis for charging me.
 With respect to being unable to contact me, the Apria Health care office that sells supplies contacted me regularly,. Also I had the unit serviced in Portsmouth, New Hampshire and tried my best to make Apria understand that my phone number in Maine is a temporary one. 

Regards,

**** *******



Business Response:

February 9, 2015

Better Business Bureau
San Diego, CA
Attn: **** ******
Dispute and Information Analyst Lead
*************************

Re: Apria Healthcare Inc: **********
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:
Mr. ******* states that the local branch manager told him that he could return the CPAP unit and
receive a refund after getting a letter from Apria' s billing office. He states that he has not
received any letter or refund.

RESPONSE:
Mr. ******* informed Apria on January 23, 2015 that his credit card company had sent
him a letter saying they would not recoup the payment that was charged. Mr. *******
returned the CPAP unit on January 28,2015.

We called to discuss the letter from the credit card company and Mr. ******* states that he
received his refund.

We apologize for any inconvenience and miscommunication that has occurred.

Sincerely,

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

3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Many issues with APRIA concerning accuracy of Drs. orders, product information, call dropping after a hold time of 30+ min. Long hold times and repeatedly being placed on hold. Lack of access to local office.Duplication of billing. No itemized bill.

Desired Settlement: Providing products and services with some regard for the consumer.

Business Response: ITEM # 1:  
Mr. *********** stated he has many issues with Apria concerning customer service and the billing on his account. He stated he would like Apria to provide products and services with some regard for the consumer.
RESPONSE

We have reviewed Mr. *********** account and confirmed that he spoke with the branch manager regarding his concerns with his account regarding products and services. I have provided Mr. *********** a detailed itemized statement of his billing and have sent it via mail to the address on file.

Mr. ********** credit card information has been removed from file as requested and he has access to our local number if further assistance is needed in the future.

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 response from APRIA does address a couple of my complaints, the credit card double billing has been resolved. I removed authorization for automatic billing. The itemized billing was a print out of codes that cross reference somewhat to my insurance benefits paid documents. Since my initial complaint, I have had another order from the Dr. treating me, for a product/service from APRIA. I waited for a couple of weeks for any contact from them. No response. I called my Dr. and was told that the order was sent via fax to APRIA when I was examined. The Drs.  office then called APRIA and was told that they have no record of any order. This is the third  time that a communication error with APRIA has delayed or lost a RX for care. My Drs. office verified that they had sent the original  fax and resent it to APRIA, this has the result of delaying my care and treatment for the condition that my Dr. is attempting to diagnose and treat.


Regards,

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

Business Response: Item # 1: A delay in treatment
 
RESPONSE : Apria Healthcare received an order for a POC (Portable Oxygen Concentrator) as well as an Oximetry test for day time Oxygen. Apria received a call this same day to cancel the order for the POC, This order also had the Oximetry test on it and therefore was cancelled as well.  The Doctor’s office called in today 11/03/2014 to inquire about the Oximetry test and was informed we did not have an order for one. This was faxed to us and the Oximeter is being delivered this evening 11/03/2014.

Sincerely,
****** *******
Supervisor NWT Vccc STAT
 
 

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.

 Greetings:
I am sending this to your organization in an attempt to resolve an ongoing problem with Apria Healthcare.
My current issue involves some durable medical goods that I was renting form Apria form June 16, 2014 through Sept. 29, 2014.
They picked up the rented equipment on that ending date.
Since that time I have received inaccurate billing for their equipment, double billing, no credit for payments made by me.
In addition, I have received phone calls demanding the return of the equipment that was returned in Sept.
I told them that all of their property had been returned.
Four days ago, I received a letter that reads as follows:
"Our records indicate that you are in possession of the following equipment from Apria Healthcare that has not been returned to us:
******* ** Cylinder cart/stand only
We have attempted to contact you to remind you that return of the equipment is overdue. Unfortunately, as  of the date of this letter, our records do not reflect that we have received the return or payment for the equipment from you.
Please return the equipment within seven (7) calendar days from the date of this letter to your local branch office or arrange for payment of the charge for unreturned or lost equipment provided for you in your Sales and Service Agreement with Apria. You can locate your local office on the internet at **** by clicking on the "Branch Locator" button.
If the equipment is not returned or the balance due is not paid within seven (7) calendar days from the date of this letter, you will be held responsible for payment to us for loss of the equipment to the maximum extent permitted by law and will be referred to collections immediately.
If you have any questions, please contact us at ###-###-####. Thank you for your immediate attention to this matter and for choosing us to assist with your medical equipment needs.
Sincerely,
Apria Heathcare"
I tried the contact phone number on the "Branch Locator" for my area.
I waited on hold for 40+ minutes and gave up.
I then tried the phone number listed in the letter and after only a 19 minute wait was directed through a series of prompts to a person who listened  to my issue.
He decided to call the local branch at a phone number unavailable to me and told me that it was a clerical error regarding the return of the equipment.
That was the same thing that I suggested to Apria on previous occasions.
Overall, not a huge problem, but this is the 5th or 6th time since June of 2014 that I have spent considerable time resolving their mistakes. 
Perhaps the CEO, *** ****** has a business model that shows that double billing and charging for returned equipment increases the quarterly profit.
I choose to never do any future business with this company and will advise others of the problems that I have experienced.
The contact information that was provided to me is:
Apria Healthcare
Asset Management Team
**** ******* ******* ********** ** *****
My contact information is:
**** *********** *** * *** * ********** ** ***** *******************
 Sincerely, 
**** ***********




Business Response:

****h 4, 2015

Better Business Bureau
San Diego, CA
Attn: **** ******
Dispute and Information Analyst Lead
***********************

Re: Apria Healthcare Inc: **********
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:
Mr. *********** states that he has made several attempts to contact customer service where he
experienced extensive hold times. Mr. *********** also mentions that he was informed that it was
a clerical error regarding the return of his equipment.
RESPONSE:
After reviewing Mr. ***********’s account, it was determined that all of Mr. ***********’s
oxygen equipment was picked up on September 29, 2014; however all components were
not correctly picked up in the system. With that being said, we have completed the
payment reversals that previously billed to Mr. *********** after September 29, 2014
pertaining to oxygen equipment.
A refund request has been submitted to refund Mr. *********** $85.54 that was billed in
error.

In regards to the hold times that Mr. *********** has experienced, we do apologize and we
are working to eliminate the hold time issues.

We apologize for any inconvenience this may have caused.

Sincerely,

*** *** *********
Patient Pay Management Center Team Lead

3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They sent me to a collection agency even before I was mailed a bill so I sent the collection agency the amount right away and I overpaid them $222.90. I have called numerous times but have not received my overpayment. Product_Or_Service: Cpap machine

Desired Settlement: DesiredSettlementID: Refund I would like to receive the amount of money I overpaid.

Business Response:

Item # 1: 
Mr. ****** states that Apria Healthcare sent him to collections before a statement was mailed to him.

RESPONSE:

After full review of your account, we have confirmed that Mr. ****** did over pay our collection agency in the amount of $297.20. A request has been submitted to our outsourced collection agency to release the amount of $297.20 back to Apria Healthcare so that a refund can be initiated to Mr. ******.
 
 
We apologize for any inconvenience this may have caused. 
 
 
Sincerely,
 
*** *** *********
Patient Pay Management Center Team Lead
 
 
 
 
 

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 am hoping that this will not give a negative mark on my credit rating.

Regards,

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

3/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I accepted a CPAP machine from Apria in Pueblo, CO on April 24, 2014. I had previously told the representative that my insurance would terminate at the end of April, however, I was ******** eligible and signed up to begin benefits on May 1, 2014. Apria told me that they needed my credit card on file. I was told not to worry and that Apria would begin billing ******** with my doctors prescription in one week and that there would be no problems getting the machine a week early. Big Problem. Apria was billing my old insurance and my credit card every month even after they received notice that I no longer had that insurance. After 10 months of phone calls to ******** and Apria, Apria still has not billed ******** and keeps charging my card as well as changing it's requirements for my doctor to comply with. My doctor and I have faxed, sent and called Apria every month and still they claim that they have never received our information. Every month since I received my first statement, I have called Apria. The wait time is an average 45 minutes to speak with an Apria rep on the phone. I have been transferred several times to someone else and either get disconnected or told that someone will call me back. They NEVER call back. From ******** representatives, I learned that Apria has never submitted a claim to them and can wait a year to bill ********. So, Apria has been charging my card and will then collect from ******** later? Double the payments? I'm insured, have excellent credit and now I'm getting collection letters. This is fraud and I have written to our State AG, Apria Corporate, three credit reporting agencies and the debt collection agency. I am also filing a complaint with the BBB in Pueblo Colorado.

Desired Settlement: I would like to return all Apria CPAP supplies to the Pueblo office where I originally received them. I would like a refund of all monies charged to my Discover card. I would like an adjusted statement from Apria showing ZERO balance due. I would like to see a letter from Apria to the State Collection Service in Madison Wisconsin showing that this account is closed and nothing is due. I intend to find a different supplier who can actually accommodate a consumer and bill their insurer accordingly.

Business Response:

Item # 1:
Ms. ******** states that when she received the equipment on April 24, 2014, she informed the representative that her insurance would terminate and she would be eligible for ******** benefits on May 1, 2014. Ms. ******** states that she provided a credit card at setup and was told not to worry that we would bill to ********.
Ms. ******** states that she has experience extensive hold times when calling in to speak about her account.
 
RESPONSE:
After full review of Ms. ******** account, she received her CPAP unit along with supplies on April 24, 2014. When the equipment was delivered to Ms. ********, she received an SSRA (Sales, Service & Rental Agreement) for the rental of the CPAP unit.
We were aware that Ms. ******** has ******** as her primary insurance and ****** **
***** as her secondary. In order to submit the claims to ********, we must obtain documentation that is required by ******** guidelines. We have made several attempts to obtain the necessary documentation from Ms. ******** physician, such as compliant face to face notes & a WOPD (Written Order Prior to Delivery) showing usage and need for the CPAP Unit.
 
Being that we were not able to obtain the necessary documentation, we placed Ms.
******** account at self-pay which results in the balance currently on her account in the amount of $644.52 along with the amount in collections in the amount of $296.88; that is patient responsibility.
 
In regards to the hold times that you have experienced when contacting our billing centers, Apria is currently working on implementing new staff to minimize the hold times when patients call in to place orders or speak about their account.
 
We apologize for any inconvenience this may have caused.
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

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 point of my complaint is that ALL required documentation has been sent to Apria over and over again beginning in April before I even received the equipment. Every month that I have called to speak to a rep at Apria, they have told me that there is yet another piece of documentation (i.e. office notes, prescription, status of usage, etc.) that is needed and it is faxed right away to the number provided by Apria. We have sent and resent this material to the point where after almost 11 months of this back and forth, Apria's process, or lack of it  is utterly obnoxious. 

As to the statement from Apria that it has made several attempts to contact my physician for documentation,  I would ask this.  When exactly? How many times? I personally have called Apria every month since receiving the equipment and I have sat with my physician's nurse and watched her fax the information (again) to Apria.  To blame my physician for lack of cooperation or improper documentation is absurd.

While I appreciate Apria's stance on working to eliminate their extraordinarily long hold times, they should perhaps focus on their employee's ability to accept medical documentation and implement the items accordingly.  Since the error is on Apria's end for failure to process my account and bill ********, I am not responsible for payment and I will not pay due to the fact that I have insurance to cover this expense.  As stated in my letter to Apria, as soon as I am able I will be returning this equipment to the Pueblo office and seeking another CPAP provider.  It is no wonder to me that Apria's website has so many negative reviews and I only wish I had researched this company prior to my involvement with them. ]

Regards,

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



Business Response:

Item # 1: 
Ms. ******** states that when she received the equipment on April 24, 2014, she informed the representative that her insurance would terminate and she would be eligible for ******** benefits on May 1, 2014. Ms. ******** states that she provided a credit card at setup and was told not to worry that we would bill to ********.
Ms. ******** states that she has experience extensive hold times when calling in to speak about her account.
 
RESPONSE:
After full review of Ms. ******** account, she received her CPAP unit along with supplies on April 24, 2014. When the equipment was delivered to Ms. ********, she received an SSRA (Sales, Service & Rental Agreement) for the rental of the CPAP unit.

We were aware that Ms. ******** has ******** as her primary insurance and ****** ** ***** as her secondary. In order to submit the claims to ********, we must obtain documentation that is required by ******** guidelines. We have made several attempts to obtain the necessary documentation from Ms. ******** physician, such as compliant face to face notes & a WOPD (Written Order Prior to Delivery) showing usage and need for the CPAP Unit.

Being that we were not able to obtain the necessary documentation, we placed Ms. ******** account at self pay which results in the balance currently on her account in the amount of $644.52 along with the amount in collections in the amount of $296.88; that is patient responsibility.
 
In regards to the hold times that you have experienced when contacting our billing centers, Apria is currently working on implementing new staff to minimize the hold times when patients call in to place orders or speak about their account. 
 
 
We apologize for any inconvenience this may have caused. 
 
 
Sincerely, 
 
*** *** *********
Patient Pay Management Center Team Lead
 
 
 
 

3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My 9-day old son was discharged from the Nicu on o2 on 1/18/15. We were given a travel tank at the hospital by someone from Apria. We were then told to call the office when we got home in order to have a home tank delivered. While I was on hold, a representative called my wife and confirmed that we were indeed home. We then were told that we would receive delivery that day/evening. The day came and went with no delivery and no explanation. We called the next day and were told that Apria had no record of our account. That was confusing, especially since we already had a tank. They set up an account and said we'd have a delivery that afternoon. We didn't get a delivery so my wife called again that evening. Once again, we were told that Apria had no record of our account and they would put us on an "emergency list" for delivery. Keep in mind we were only on a travel o2 tank, not one meant for long term. After 90 minutes we called yet again because we still had not received the delivery. After the third call that day, we received an in-home tank. We were told this would last four weeks based on the o2 requirements of my son.Three days later, the tank was less than half full. We called and asked about it, but the woman was unsure of the setting we were using. After several more phone calls/day, a technician came to the house and noticed the tank was improperly set up originally. I'm hoping that we are not charged for any fees around this seeing as it was Apria error.Finally, on 1/30, our pediatrician ordered an o2 test for our son in order to get off the tank. We called two days later because we had still not heard from Apria about coming to do the test. On Saturday, we were told that it would happen on Monday. True to form, Monday came and went and no word from them. It is now Tuesday and we are still waiting for them.I am completely confused as to how this company can treat its customers like this, especially concerning something so serious (the use of o2).

Desired Settlement: I would like an explanation as to why the service was so unprofessional. I'd also like a guarantee that we will not have to pay for a replacement tank since it was set up incorrectly by an Apria delivery guy.I've sent two emails about the above mentioned experiences; neither of which has been responded to.Bottom line, I would like them to acknowledge that they have not handled my family's situation well at all.

Business Response:

Item # 1: 
 
The patients father states that they were discharged from the hospital on January 18, 2015 with a portable oxygen tank which lasts 8 days on the current liter flow when they arrived home they contacted Apria Healthcare to notify the company that they had arrived home and that they were ready for the home set up while they were on the phone a representative from Apria contacted the family as well to confirm they were home and they would receive their delivery that evening. The next day the family contacted Apria that no delivery was made and the representative could not locate the patient in the system we were told that we would get a delivery that afternoon and again we called since no one had showed up the technician finally arrived at the home at 8:10 PM with the oxygen and was told that the tank that he delivered would last 4 weeks based on the patients liter flow. 3 days later the tank that was delivered was half empty and had to make another call to have a technician come out and deliver a new tank. The technician that came to our home exchanged the tank and said that the tank was set up improperly I am hoping that we are not charged for any fees for Apria’s error. On January 30, 2015 our pediatrician order an O2 test to be performed but we had not heard from Apria so we called and spoke to the representative who said we would be getting it on Monday that never happened until Tuesday February 3, 2015.
 
RESPONSE
 
After looking into the details of this account I have reached out to ******* ****** and have left a couple of messages on his Cell Phone with no return call back starting on 2/6/15 at 2:49pm and 2/11/15 at 11:14am.       
 
 
Sincerely,
******* ********
Branch Manager
Denver, Co
 

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 spoke to the manager and he was supposed to change his message.  He didn't actually try and contact me twice, and the one time he did leave a message I returned his call four hours later and left a message.

Regards,

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



Business Response:

Item # 1: 
The patients father states that they were discharged from the hospital on January 18, 2015 with a portable oxygen tank which lasts 8 days on the current liter flow when they arrived home they contacted Apria Healthcare to notify the company that they had arrived home and that they were ready for the home set up while they were on the phone a representative from Apria contacted the family as well to confirm they were home and they would receive their delivery that evening. The next day the family contacted Apria that no delivery was made and the representative could not locate the patient in the system we were told that we would get a delivery that afternoon and again we called since no one had showed up the technician finally arrived at the home at 8:10 PM with the oxygen and was told that the tank that he delivered would last 4 weeks based on the patients liter flow. 3 days later the tank that was delivered was half empty and had to make another call to have a technician come out and deliver a new tank. The technician that came to our home exchanged the tank and said that the tank was set up improperly I am hoping that we are not charged for any fees for Apria’s error. On January 30, 2015 our pediatrician order an O2 test to be performed but we had not heard from Apria so we called and spoke to the representative who said we would be getting it on Monday that never happened until Tuesday February 3, 2015

RESPONSE
 
Called and spoke with ******* ****** regarding his concerns about the delivery that they received and apologized for any inconvenience that we may have caused him and his family. I explained to Mr. ****** that the confusion regarding the customer service rep not finding his sons information was that the paperwork that Apria received from the hospital at discharge had the incorrect name on it with baby boy Rodgers on the RX and discharge paperwork and not ******* ****** so that was why the Customer service rep had such a hard time locating the work order for delivery. I also explained that we do charge by the month and that he would not be charged extra for the delivery of the M tank that he received a few days later. I apologized to Mr. ****** and let him know that I understood his concerns about his newborn and that I also had a small child as well so I could relate to his concerns about the way his child was being treated at that time. I gave Mr. ****** my direct contact information if he had any more concerns to please contact me direct.
 
Sincerely,
******* ********
Branch Manager
 
 

3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The problem started in Sept. 2013. . My insurance needed prior authorization from Apria. I took papers to Knoxville office ( 45 miles from my home). They were supposed to take care of it. I called my insurance to see if it had been done. Called Apria several times when I found it had not been done. I called and spoke to a man and said he would take care of it. He didn't. Did have list of who I talked to but lost it since I assumed it did finally get taken care of. I called and ask for the man and was told he was off so gave problem again and was told she would take care of it. She didn't. I complained to my doctor about it and got the paperwork filled out except the portion on the cost and it was sent to Apria. I thought it was finally done. I was angry over the bad service and switched companies in Dec 2013. I received a bill in January 2015 from Oct, Nov, 2013. I called to ask what it was for and was told I was sent to collections. They placed a 30 day hold until I could try to get insurance company to pay. I went through the district office of my insurance company and they agreed to pay if they would resubmit bill and Apria billing dept says they can't do it. I ask for itemized bill. They are supposed to send it. It is a sorry business to turn someone over to collection without sending a bill as I did not know I owed anything. Also to not aid getting it paid.

Desired Settlement: Resubmit detailed bill to my insurance company.

Business Response:

Item # 1:
Ms. **** stated that her issues with Apria Healthcare began in September 2014 due to prior authorization not obtained. Ms. **** states that she went through the district office for her insurance & they informed her to have Apria Healthcare resubmit the claims.
 
 
 
RESPONSE:
After reviewing Ms. ****’s account, we sent multiple request to the insurance company and also filed an appeal pertaining to the authorization. We requested a retro-authorization for the claims from September 16, 2013, October 16, 2013 & November 16, 2013.

In regards the claims that have been sent to collections, a 30 day hold was placed on the account in collections on February 2, 2014.

Ms. ****’s account has been elevated to our insurance billing team to check on the status of the authorization and communicate with her insurance company.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

3/10/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: on Feb 23rd, 24th, called Apria to order a connector for my husbands consintrador so that he would be able to fill his oxgen bottles, he has broken his. I have talked to customer service for a week and a half almost every other day, they are saying its on the way , today is the 6th of March and told me today that it was delivered yesterday,I told her it was not she told me that she needed to talk to there local branch and put me on hold came back and said that it should be delivered today, they have been saying this for over a week now. My husband can not leave the house due to the fact that he is unable to fill his bottles.

Desired Settlement: I want better customer service, for them to do what they say is really taking place, this is a medical issue, with all the snow storms that we are having if we lose electricy my husband will be in very big trouble

Business Response:

Item # 1:  Customer’s Statement of the Problem: on Feb 23rd, 24th, called Apria to order a connector for my husband’s concentrator so that he would be able to fill his oxygen bottles, he has broken his. I have talked to customer service for a week and a half almost every other day, they are saying it’s on the way, today is the 6th of March and told me today that it was delivered yesterday, I told her it was not she told me that she needed to talk to their local branch and put me on hold came back and said that it should be delivered today, they have been saying this for over a week now. My husband cannot leave the house due to the fact that he is unable to fill his bottles.
 
RESPONSE: We have sent a technician to Mr. ******’s home on 3/6/2015 and exchanged out all the equipment Mr. ****** was experiencing problems with. The technician also tested and confirmed with the patient all equipment is operating properly.
 
 
Sincerely,
 
****** *******
Branch Manager Apria Healthcare
Golden, Colorado.
 

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,

***** ******

3/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Jan 23, 2015 I certified by USPS a letter covering three bills from Apria. Enclosed was photo copies of the bills and photo copies of ****** **********'s statements they send us of what they have paid and if anything is our responsibility. I walked them thru *** statement and showed that *** paid each itemized amount. I ask for updated bills showing paid and if not why. I've got nothing but a past due bill. I have spent HOURS, yes hours on the phone holding in the loop for a CSC to help and say reply to the address on the back. I've sent copies many time to this address and received no answers. So I sent this one UPPS Certified but has done no good. The Customer Service Reps. have no e-mail addresses for such problems. Here are the bills information: bill #1 & #2 **** ********** *** *********** for ******* *** bills dated May 7, 2014 and May 27, 2014 and in the amount of $2.89 and $17.95. Bill #3 **** ********** *** *********** for **** *** bill dated Auf 18, 2014. Product_Or_Service: Health care products Account_Number: ********** and *****

Desired Settlement: DesiredSettlementID: Other (requires explanation) Some written form of reply that they received the copies and are reviewing them and where they differ if the do or the bills cancelled. I would rate the wait time with a "F" and CSR communication (though they try) No written reply's of any kind is received and gets a "F" too. This is the e-mail age and Apria need to get in this century.I would like to know what they are doing with the copies I've sent???? I know the U.S. Postal service delivered

Business Response:

Item # 1:
Mr. *** states that he has made multiple attempts to correct the billing issues that he and Mrs. *** have had. Mr. *** stated that he has send explanation of benefits in from his and his wife’s secondary insurance, ****** ********** (***) and received no response by phone or in writing. He also stated that he has invested hours on hold while trying to contact our billing department.
 
RESPONSE:
After reviewing both accounts for both Mr. & Mrs. ***, it was confirmed that the documentation sent in was received & worked on September 30, 2014 and again on February 6, 2015. We do apologize that the actions taken on your account were not properly communicated to you & will be addressing as training opportunity with the representatives who have previously worked on the accounts mentioned. The following was determined for both accounts:
 
For Mr. ***’s account: The balance of $17.95 for date of service May 27, 2014 that was previously billing to him has been placed back under his secondary insurance ***. In regards to the $2.95 for date of service May 7, 2014, this amount was adjusted as small balance adjustment.
 
For Mrs. ***’s account- For the balance of $9.45 for date of service August 19, 2014, this amount was also adjusted due to difference in allowable amounts between ******** & ***.
For both accounts, there is currently a $0.00 balance.
 
We apologize for any inconvenience this may have caused as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Pay Management Center Lead

3/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To Whom It May Concern:I am writing this letter to state my case against Apria Healthcare, Inc. located at ***** ****** ***** *** *** ****** CA 92131, with regard to my attempt to recuperate my refund from the company. In early October 2014, a debt collection company called my wife and demanded a payment of $61.80. My wife asked what the payment was for and the collection company said that it was for a breast pump device that was rented to us from Apria Healthcare Inc, via ****** ********** Hospital in conjunction with my health insurance provider, ******. My wife was concerned so she made a payment on October 24, 2014 to the collection company, State Collection Service, Inc. On November 18, 2014, I made a phone call to Apria and asked them why they charged me $61.80 without even telling me and why I never got any kind of billing statement from them for over a year. The representative indicated that they did send out the bill multiple times, and I checked with them to see if they sent to the correct address but she replied that the bills were sent to an incomplete address. The complete address was **** ******* ***** *** ****** *** ****** ** *****. The rep indicated that the address shown in their mailing system was **** ******* ***** **** *** ****** ** *****, missing the apt. number. Additionally, the correct address was shown on the original rental agreement contract, which I still have in my possession. After a lengthy conference call with another Apria rep on that same call on Nov. 18th, 2014, a rep named ******* said that it was Aprias mistake to charge me and since my account was already sent to collection, she would initiate a refund process for my money and that I can expect a refund check within 6 weeks. Two months have passed and no refund check, on January 14, 2015, I called Apria and inquired about the refund status, and a representative said that nothing had happened since November 18th, 2014, and that there was no paper trail of anything, even though she said that a conference call was noted in their system and that a refund was supposed to be mailed out. Bottom line is, nothing had happened and so no check will be issued any time soon, according to the rep. The rep then proceeded to say that the original rep ******* will contact me via phone very soon to proceed with a manual refund process. No one from Apria called me, so on January 15, 2015, I called Apria again for a status check, but another rep named ***** said that ******* will call me back ASAP. As of the date of this letter, January 26th, 2015 no one from Apria has called me. I am beginning to doubt whether this ******* person is real or not, and I am very upset and frustrated with this company, to say the least. They have been taking me for a ride, sending my calls to different people every time I called. I requested to talk to a manager, but the rep kept saying none is available to take my call and that I should wait for ******* to contact me. I feel like the company doesnt want to refund my money because my account is out of the system, and they just wanted me to go away, even though they admitted that it was a mistake to charge me in the first place. I would like my full refund of $61.80 immediately from Apria Healthcare, Inc.

Desired Settlement: I would like a full refund in the amount of $61.80 immediately.

Business Response:

Item # 1:
Mr. ** states that Ms. ****** was charged for equipment that had been returned. He states that the apartment number had been left off of the address, therefore they had not received a statement and the amount of $61.80 was referred to collections. Once the collection agency contacted Ms. ****** she made the payment, however he states that she did not owe and has been told she would receive a refund. Mr. ** is requesting that the refund of $61.80 be sent to Ms. ******.
 
RESPONSE:
We have reviewed Ms. ******’s account and found that she received a breast pump on May 1, 2014. Mr. ** called on June 14, 2014 to have the breast pump picked up. Apria sent a UPS box and request to UPS to have the breast pump returned. Mr. ** called on July 1, 2014, requesting the breast pump be picked up, Apria provided Mr. ** the UPS phone number to call and request the pick-up. The breast pump booked in the system on July 1, 2014, because the equipment had not been returned. The breast pump was received back to Apria on July 9, 2014.
 
However, because the breast pump had booked on July 1, 2014 and Apria does not retro the rental price, Ms. ****** was sent statements in the amount of $61.80. Apria had not placed the apartment number in the address screen and once the unpaid invoice became 180 days old it was referred to collections. Ms. ******’s payment of $61.80 posted to the collections balance on November 15, 2014.
 
We apologize for the inconvenience and delay in the refund. We have confirmed that the refund process has been started and the correct address is on file.
 
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: 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.

Hi ****,
Thanks for your help once again.
 
The company never resolved the issue even though they said from their last response dated Feb. 5th, 2015, that they had initiated the refund process. As of today Feb. 25, 2015 I have never received any refund.
 
Thank you.
 
**** **



Business Response:

Item # 1:
Ms. ****** states that Apria Healthcare did not resolve the issue regarding her refund. She stated that she has not received her refund as of February 25, 2015.
 
 
RESPONSE:
After reviewing Ms. ******’s account, I confirmed with our refund department that Ms.
******’s refund for $61.80 was initiated and processed on February 7, 2015.
 
 
We apologize for any inconvenience this may have caused.
 
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

3/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In July 2014 I started a business relationship with Apria Healthcare. I paid in full the day that services were provided. In December 2014 I received an additional bill for services provided in July 2014. When I contacted their customer service department, I was told that an itemized bill of services provided would be sent. I have yet to receive an itemized accounting of services that establishes that more money is owed. Today I received notice from a collection agency for less than half of what the December bill indicated.

Desired Settlement: I do not think that additional money is owed and the account needs to show paid in full.

Business Response:

Item # 1:
Mr. ******** states that he does not think he owes the additional money that Apria or the collection company is billing him for and wants the account to show paid in full.
 
RESPONSE:
We have reviewed Mr. ********’s account and found that he received a CPAP unit and supplies on July 8, 2014. Apria informed Mr. ********’s that his copay amount due at set up would be $55.93 and his CPAP unit rental copay each month would be $12.88 for
10 months. Mr. ********’s paid by check at the time of set up in the amount of $55.93.
Apria submitted claims to ******, ID number ************ on behalf of Mr.
******** for their 80% portion of the payment. However, Apria received notice from
****** that the claims had been denied because the coverage had termed. Apria placed calls to Mr. ******** to obtain the correct insurance information. Apria also tried to verify ******, ID number ************, however this policy was showing the other policy as his insurance.
 
Because Apria was unable to get the 80% portion of the claims paid by ******, the amounts were referred as Mr. ********’s responsibility. The total amount of the submitted claims was $692.29, we have received $0.00 payments from ****** as of today, there is still $206.04 pending under ******, however if unpaid will be referred to
Mr. ********. Mr. ******** has paid a total of $123.98 and Apria has adjusted $1.60 from the claims as a courtesy. The open Apria balance as of today is $90.15. Per Apria’s policy once an invoice is left unpaid for a total of 180 days the amounts are referred to collections. Mr. ********’s collection balance as of today is $270.52.
 
Mr. ******** needs to contact ****** and have them update their coordination of benefits information in their system and have the claims reprocessed. We have placed another itemized statement in the mail for Mr. ******** records 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

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,

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

At least there is a response from Apria, but the numbers still make no sense. This is the first time that i have been made aware of an issue with the insurance company and I will follow up with them. Hopefully the itemized statement will include a timeline of charges and payments because even the figures that are included do not explain how or where the figures came from. Example: a statement from a collection agency (dated January 18, 2015) shows a balance of $124.08 for services provided on July 8, 2014.

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,

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


Although I did not receive any correspondence with this communication, the issues with Apria Healthcare have not been resolved. Since the last communication from the BBB the following have taken place:
I did receive a print out of what seems to be an Apria internal ledger that really does not make sense...at least there was some effort on their part.
Another notice from a collection agency was received and responded to.
Another statement from Apria was received showing differing amounts.
The problem with the Insurance Company has been resolved.  I was told that it may take up to thirty days for all of the payments from July 2014 to December 2014 to be paid by insurance.

There has been no other contact from Apria Healthcare to resolve any of the issues leading up to me seeking resolution through the BBB.

Business Response:

Item # 1:
Mr. ******** states that he received a printout of his account which was not clear to him what it meant pertaining to the previous invoices on his account. Mr. ******** also stated that he has received notices from our outsourced collection agency as well as statements from Apria Healthcare that reflect conflicting amounts.
In regards to the insurance claims that were being reprocessed, Mr. ******** stated that the issue with
****** has been resolved. He was informed by his insurance company to allow 30 days for the claims from July 2014 through December 2014 to be processed and paid.
 
RESPONSE:
After reviewing Mr. ********’s account, the printout that he received from Apria Healthcare was an itemized statement which details the billing on his account which is generated from our system.
 
We have since received a payment from ****** on February 19, 2014 which was applied toward invoices for dates of service July 8, 2014 and August 8, 2014 that were pending in collections.
 
Mr. ********’s Apria Healthcare statement did generate on February 2, 2015 which reflected an open balance of $90.15 which was forwarded to our out-sourced collection agency State Collections on January
25, 2014.
 
In regards to the balance that is currently in collections, we have placed a 30 day hold on the account to allow time for Mr. ********’s insurance company to reprocess the claims pending and submit payment for the remaining claims.
 
We do apologize for the inconvenience that this has caused as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
*** *** *********
Patient Pay Management Center Team Lead

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called them on a Friday (1/31/2015) to order CRUTCHES for surgery scheduled the following TUESDAY. The woman on the phone assured me that they would be delivered the day before and it would be fine to have the delivery person leave them at my front door. AFTER 5 PM I received a phone call the day before telling me that they would be delivering them between 11:30-2:30....I called them and told that I would be home. NO one showed up. I called again in the evening and waited after the lady on the phone said they would leave them at the door if I wasn't home. Still not crutches. Today I go in for surgery in 1 hour. STILL NO CRUTCHES and when I called them at 7:30 AM, 8:30 AM, and 9 AM - they told me they would be delivered by 10:00 AM this morning. I have to report to the hospital at 10:30. This company preys on people who are emotionally and physically undergoing stressful issues. Health Insurance companies use them so people MUST use them. They use unfair and predatory business practices.

Desired Settlement: I would like the company to formally acknowledge that they have a history of HORRIBLE customer service and detail to me how they will change this practice. I would like them to identify the changes they will make in their ordering and delivery process to make sure that they treat customers fairly and with respect. I want them to write me a letter identifying how they will compensate me for the emotional stress they caused me.

Business Response:

ITEM # 1:  Apria did not deliver the crutches timely and did not meet time commitments made by employees.

RESPONSE: #1 – We did not meet the delivery time request on 2/2/15. We put the order on a delivery truck 2/3/15 and were able to deliver just before 10:00 AM as requested. We have contacted patient and discussed and will work with team to insure time commitments are met.

Sincerely,
**** ******
Apria Branch Manager – El Segundo CA

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 would like a direct letter of apology from the branch manager, and a detailed plan for how they will change their protocols for future clients.  They delivered the crutches 2 minutes before I had to leave for the hospital and the delivery guy was rude.  The branch manager wouldn't take responsibility for anything.

Regards,

***** ****



Business Response:

ITEM # 1: Request a direct letter of apology from Branch Manager.

ITEM # 2: Need detailed plan for how they will change their protocols for future clients.

RESPONSE:
#1 – I apologized for the issues we caused with the delivery of your equipment.

#2 – Our protocols work for a high percentage of our patients. If you have further problems like this in the future you can contact the branch (310.297.9686) and ask for dispatch and we will resolve any issues as quickly as possible.

Sincerely,
**** ******
Branch Manager
El Segundo CA

3/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have used a CPAP machine for many years. When I went to request a new one approx. 2 years ago Dr. ******** was informed that we needed an updated sleep study. We did 2 of them(part 1 and part 2). These were sent to Apria and I received my new CPAP. When Apria billed ******** they did not send both sleep studies with the billing and therefore ******** denied the claim needing more information. I requested this information be sent to them by Apria. They in turn told me they didn't have it. I faxed them again. They refused to rebill ******** because they denied the claim and once it is denied for whatever reason they do not rebill. I have sent Apria copies of everything I have. I appealed this and more information was requested by ******** from Apria. They never sent the requested information so it was denied again. I have been fighting this claim for over a year and have now been sent to collections. They still won't send the requested information to ********. I am going to send everything that I have collected to ********. I still have a couple of pieces of information to get from Dr. ******** before I can appeal again. Apria is not a company I ever want to do business with again. They do not try to help their clients. I am now going to get an attorney to help me with this matter as I can no longer take care of this matter myself. Too much frustration and tension. I need the CPAP as I stop breathing when I go to sleep. This is a serious matter and I no longer know what to do.

Desired Settlement: I want Apria to either send the needed information that was requested by ******** or pay for the equipment themselves. I would also like them to pay me for all the stress they have caused. But that isn't as important as the first 2 items I have requested.

Business Response:

Item # 1:
Ms. ***** states that Apria will not provide ******** the requested information,
therefore they will not pay. She states that her account has been referred to collections
and she wants Apria to send ******** the needed information or pay for the equipment
themselves.

RESPONSE:
We have reviewed Ms. *****’s (patient) account and found that she received a CPAP
unit and supplies on July 1, 2013. At the time of the initial set-up, the patient had
healthcare coverage with ******** and ****** which requires compliance with using
the equipment for a certain number of hours on a certain percentage of nights, before it
will cover charges for the equipment beyond a certain period.

We have reviewed all the documentation that has been received into our system. We
received the initial face to face evaluation (2.19.13), sleep study (5.30.13). However,
there has been no documentation received showing that the patient had gone back to the
physician for the re-evaluation for CPAP therapy, which must occur within the 31st-90th
day of CPAP therapy. Neither did we have the download information to verify the
patient’s compliance with 70% adherence with the usage of the CPAP unit.

An Advanced Beneficiary Notice (ABN) was signed on (7.5.13), which allows us to bill
the patient for the charges that are not covered by the insurances. Once we received the
denials from ******** the balances were referred to the patient’s secondary coverage
with ******. However, ****** has denied some of the claims as of today as patient
responsibility and other claims are pending. Charges that remain unpaid following 180
days of non-payment, from the date of service, are automatically referred to a third party
collection agency.

Apria received an appeal letters on January 1, 2015, showing that the redetermination
was received on November 7, 2014, by ********. However, the appeal is unfavorable
and the balances hold as patient’s responsibility.

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

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

I know they received compliance statements.  I will contact my doctor and get copies of my records myself.  Thank you for your help so far]  as you have finally gotten more info than I have received in a year of dealing with this company.  I will contact the doctor today.
Thank you again for looking into this matter.

Regards,      

****** *****



Business Response:


Item # 1:
Ms. ***** states that she will contact her physician and obtain the necessary documentation


RESPONSE:
As mentioned in the previous response letter, we must have all documentation required
by ******** guidelines to bill accordingly to ******** for Ms. *****.

We apologize for any inconvenience this may have caused.

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

Sincerely,
*** *** *********
Patient Pay Management Center Lead

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife got a bill she paid it but it should have been paid by our insurance company. Apria made a mistake but we have not seen our money since Oct. On October 30th 2014 my wife paid a bill for my medical supplies that should have been, and was paid for, by our insurance company. Apria's billing department claimed and apologized for their mistake and told us we would be reimbursed. They said we would have to wait four to six weeks for a check. It is now the first week of February and we have not received our money. Despite multiple phone calls and attempts to reach a manager or supervisor I simply get hung up on by their service personnel.Please help

Desired Settlement: My account # is **********. We are owed $258.53. I would like to know how and why this obvious lack of ethical business practice is allowed and whether or not I should call my local eyewitness news investigative reporter or lawyer to file a class action lawsuit. The suit would include pain and suffering damages since I am a cardiac patient who should not have to deal with this type of illegal and immoral business practice.

Business Response:


Item # 1:
Mr. ***** states that his wife paid a balance that was paid by his insurance. He states they were
informed they would receive a refund check, however they have not.

RESPONSE:
We have reviewed Mr. *****’s account and found that the supplies that were shipped to
him on August 4, 2014, were incorrect and items were shipped back. The correct supply
order was shipped on August 12, 2014. Mr. ***** paid for the August 4, 2014 supplies
when the balance should have been adjusted, however it was not done until later.

On December 1, 2014, we reversed Mr. *****’s payment and requested a refund be
processed to him. We requested a refund to the insurance for all amounts paid on the
August 4, 2014 supplies and keyed adjustments on the supplies.

We apologize for the delay in the refund check, it was processed on February 10, 2015, in
the amount of $258.53.

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 is satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have received my check after waiting nearly five months. 

Regards,

***** *****

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: to who it may concern my name is ****** ****** back in june of 2014 i had a sleep apnea test it was found to be severe the clinic i went to are dealing with apria to get a cpap machiine. eight months i still never received my cpap machine. . the sleep apnea clinic sent all necessary documents a couple of months ago to receive my sleep apnea machine. within these eight months i have been calling both place's. my cpap machine was still never delivered this situation is causing me severe emotional stress. what could happen if i die in my sleep because of not receiving my cpap machine. very truly yours, ****** ****** thanking you in advance for rectfying this situation as soon as possible because i need my sleep cpap machine.

Desired Settlement: the business should deliver my machine because eight months of waiting is absurd. or be sued

Business Response:

We received a PAP order from Mr. ******’s physician on 11/17/14. During the verification process, the documentation given to us was deemed non-compliant as per Medicare guidelines. In accordance to Medicare regulations, compliant documentation and prescription must be received by the medical equipment vendor before they can bill and dispense supplies. The physician’s office was advised on 11/24 and they informed us that they would fax over compliant documentation. We received compliant documentation on 12/5, which at that time the prescription had expired. The physician and Mr. ****** were then informed and on 12/16/14, we were told that they would fax a new prescription that day.  Mr. ****** followed up on 12/26/14 and we advised him that we didn’t receive the prescription from the physician. Mr. ****** advised us that he would follow up with this physician. A non-compliant prescription was received on 1/13/15 and the physician’s office was advised of the situation. They followed up with us on 1/19/15 and we reiterated what was wrong with the prescription. Another prescription was sent on 1/23/15 and Mr. ****** was advised on 1/26/15 that we would try to expedite the order for him. During the verification process the prescription was deemed non-compliant as per Medicare guidelines. Mr. ****** and the physician was advised on 2/6/15
 
 
Sincerely,
****** ******
Manager Brookly NY Branch

2/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My 90 yr old mother lives in Renton, WA. Mom is on a oxygen nightly due to COPD. The machine is leased from Apria Healthcare via Group Health of WA medical insurance. My Mom is lucky in that she has 5 of her adult children living in close proximity; we take care of moms health, bills, etc.etc..I have been paying Moms bills for the last 4 yrs and the Apria Healthcare statements, billing, check processing, and multitude of nationwide 'call centers' are just one of the complaints my family has with Apria. We have had so many problems with Apria and the WATER orders for the oxygen machine,, and have complained so much that we have ONE GUY in Redmond that we call to place our orders. We have spent gas money making the drive from Renton to Redmond to PICKUP water. The most recent complaint with Apria came when the mo. e- statement was sent to my email for 11/27 due 12/17. Apria indicates on the statement 39.77 due. I saw Red Flag...I sent a check from moms credit union on 10/30 to Apria billing address and it cleared moms account on 11/5 and the 'banks' on 11/4 from what I can tell from copy of back of check. On 11/28 I called Apria got in touch with ******* in Tennessee call center, asked her about statement, she advised that I fax front and back to PTMC Department. I faxed the front and back copy to Apria on 11/28 12:40PM. On 12/2 I called past business hours, but I sent front and back copy to PTMC dept for a 2nd time. and this time was a nicely typed cover letter...still no response. Here we go on 12/4 call into Apria I get ******** *. at the Apria call center in Ohio on 12/4/14 told me that it could "take up to 4 weeks for checks to clear 'our' AR system". I said to the gal, its been 22 calendar days and a new statement cycle and moms Apria account is still NOT credited? The explanation received from ******** *. leaves me to believe that Apria's banking practices include FLOAT of their customer checks.

Desired Settlement: I would like Apria's banking practices, billing statements, and crediting to consumer accounts to be reviewed. What about the other elderly people in WA state who live on their own, no family, no advocates. If they are 85+ and they receive a bill, more than likely they pay it no questions asked. I do not understand how the money gets extracted from a consumers account but a company does NOT credit account UNTIL it clears their AR system? If the checks has not posted by the next statement cycle, how would a person, especially elderly person,know its because you have to wait up to 4 weeks to get credit? How does a consumer know that there was not an error and the company posted to another account?

Business Response:

ITEM # 1: Ms. ***** states that Apria is not applying her mother’s payment to the account when they are paid, which is causing her account to look past due. She wants to know where the October 30, 2014 payment in the amount of $19.89 was applied, which cleared her bank on November 5, 2014. She also states that she has had issues getting her mother’s water orders for her oxygen machine.

RESPONSE: We have reviewed Ms. ********’s account and found the October 30, 2014 payment in the amount of $19.98. The payment of $19.89 cleared Ms. ********’s bank account on November 5, 2014 and was applied into Apria’s system on November 5, 2014. However, the payment was misapplied in our system. We have located the payment and had it applied to the October 16, 2014 claim. Ms. ********’s open balance will be once the payment has processed to the account.

Apria is in the process of making changes to our online and posting process to make it more time efficient. We apologize for any inconvenience this may have caused as our goal is to ensure customer satisfaction as well as accurate billing.

We have reviewed Ms. ********’s water orders with the branch manager, who has set up monthly orders to reoccur automatically every 4 weeks to ensure they always receive it timely.

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 if there weren't problems.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

However, I cannot see Apria's application of the misapplied payment back onto my mothers account, because to-date I have not received my mothers electronic monthly bill.  Where is the e-statement for Dec 2014 - it should have been emailed to my email address and I have yet to receive it.

As well, no one at Apria contacted me (originally) to notify me that they were researching my issue and looking into a misapplied payment; even though I faxed the information to their PTMC dept. Lastly, I do not understand Apria's response that they contacted the branch manager for the monthly water orders and placed my Mom on AUTO-ORDER every 4 weeks??  The last case of water we have received via mail from Apria was 11/14/2014. Wouldn't we have received another case in Dec?  This is why we have had to go directly to one person to get water. Apria makes statements and has not followed thru.  I will continue to monitor the activities on my mothers account and in the event that another situation arises, I will NOT contact the terrible customer service reps at Apria, but I will contact BBB.  Apria is one of  largest vendors to Medicare; I wonder if Medicare is watching Apria?  

Regards,

***** *****

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 consumer complaint #******** was considered closed by BBB on 1/22/15 because I responded that I would consider the situation closed if the company came thru and provided satisfaction. To-date APRIA healthcare has done absolutely nothing they said they were going to do. I have NOT received a electronic bill for my mothers account, from APRIA since 11/27/14. Dec, Jan - no statements? If you don't send a bill, I can't pay for the service. If you dont send a bill/statement I cannot verify that they reapplied the misapplied payment. Apria stated they reviwed my mothers water usage for her nightly oxygen and would start my mother on monthly water orders. The last water order we have is dated 11/2014.

I want APRIA to provide me via ( email they have on record)the monthly billing statements for 12/27/14 and 1/27/14. I want to see on 1 of those statements a line item which proves that Apria found and reapplied the misapplied payment (and) IT WAS backdated to 11/5/14(when the monies were taken from my mothers account). As well, I would like a WATER order delivered to my mothers house. I want to be assured that the monthly electronic billing/statements gets turned back on so that once again I can receive my mothers monthly billing statements. Since I have NOT received two months worth of billing statements in my email box, I am sure my mothers account appears past due, and frankly I don't care because inquiring about my mothers account by calling Apria is what got us to where we are now.


Business Response:


Item # 1:
Ms. Brill has reviewed our response and is still not able to access the Ms. ********’s electronic billing statements online. Ms. Brill is requesting proof that the payments that the misapplied payment was located and applied appropriately.

RESPONSE:

After reviewing Ms. ********’s account, it was confirmed that the last statement generated for this
account was on November 27, 2014.

We have located and applied the payments that were not applied correctly which leaves a $0.00 balance on Ms. ********’s account at this time. Per Ms. Brill’s request an email has been sent along with an itemized statement reflecting the payments that have been applied to Ms. ********’s account.

In regards to the oxygen humidifier prefill (water) deliveries, we have it set up in our system to deliver every four weeks going forward.

We apologize for any inconvenience this may have caused as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,
*** *** *********
Patient Pay Management Center Lead

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria charged my credit card on file for C-Pap supplies even though I had insurance that covered the supplies in full. The problem was they used the incorrect prefix for my insurance. Instead of notifying me of the problem, they billed my credit card for charges from January of 2014. Even after several calls to Apria to rectify the prefix and get the money returned to my credit card company it took until December 23 2014 to get the final payment returned to the credit card company (***** ******** **** VISA). VISA (even though I notified them of the disputed charges) in the meantime cancelled my credit card and reported the delinquent payments to the Credit Bureau which lowered my credit score by 80 points! With each call, the representative of Apria billing agreed to settle the problem and return the funds but failed to do so until December. This is not acceptable and caused me a great deal of stress to say nothing of the problem with my credit score. Product_Or_Service: C-pap supplies Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Apria health care needs to notify the Credit Bureau and accept responsibility for their irresponsibility in dealing with the billing situation in an effort to return my credit rating to what is was prior to this prolonged incident.

Business Response:


Item # 1:
Ms. ********* states that we charged her credit card on file for the full amount for her CPAP supplies in January 2014 even though she had insurance. She also stated that the refund was not fully refunded to her credit card until December 2014 which caused issues with her credit score from her credit card company.

RESPONSE:
After full review of Ms. *********’s account, we do have a signed SSRA (Sales Service & Rental
Agreement) dated July 22, 2013 where Ms. ********* did provide authorization to bill the credit card on file for future charges.
A refund to Ms. *********’s credit card was processed both on 9/30/14 for $70.40 and also on 12/23/14 for $70.40.

We do apologize for the delay with your refund to your credit card & have addressed appropriately as
training opportunity with the staff involved with Ms. *********’s account.

In regards to the credit bureau, Ms. *********’s credit card company will need to communicate with the credit bureau as Apria Healthcare did not report negatively on her behalf with the credit bureau.

We apologize for any inconvenience this may have caused.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as
accurate billing.

Sincerely,
*** *** *********
Patient Pay Management Center Lead

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It is nearly impossible to reach this company by phone, even as you navigate their voice mail. I have been put on hold for as long as fifty minutes, only to finally be disconnected. This is completely unacceptable, and very troubling when I am trying to care for a critically ill patient at home.

Desired Settlement: Their method of handling customer requests must be drastically improved.

Business Response:

 
Item # 1: Nearly impossible to reach this company by phone
 
RESPONSE: Apria implemented a new automatic answer service in January 2015
We changed the prompts/options to help route customer calls more effectively. . Apria is implementing automated solutions to assist with the ordering of supplies in the future. Apria will follow up with the customer to review the correct call prompts/options to use to order her supplies. 
 
Item #2: long hold times
 
RESPONSE: Informing the customer of the correct automatic answering options will prevent long hold times.
 
 
Sincerely,
**** * ****
Area Customer Manager
 

2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November of 2014 I had a health rep. from (Health Spring) order me some equipment from Apria Healthcare. I Had to wait for my portable oxygen tank up until last week ( Jan 19th, 2015) I have oxygen at home but I was unable to leave my home for any length of time during those 2 1/2 months because of no Oxygen tank, The service was terrible! Health Springs then also "AT THE SAME TIME" ordered a walker to help me walk. The nurse at Health Spring has been working on getting my walker since the first of November, at first they said I needed a prescription so my primary Doctor who go's through Health Springs provided the prescription. The Nurse (****) at Health Spring called me back after she contacted them (AGAIN) and they told her they didn't receive it, Then I found out they sent it to an address in OHIO, I live in Tennessee! Now they are saying today Jan.29th,2015 that the prescription was incorrect. I need my walker, I can't walk with out one, I can't even go to my doctor's appointments. I am 80 years old and just go over pneumonia. Please someone do something, Please.

Desired Settlement: I want my walker ( Rollater) that is the correct name for the item I need. Please send it to me as soon as possible!!!!!!!!

Business Response:

Item # 1:  Delay in receiving ordered equipment.  The order for the portable oxygen and rollator walker were not delivered in a timely manner.  It took 2 months to obtain the portable oxygen that was order and 3 months to receive the rollator walker.
 
RESPONSE : We have identified the areas that delayed the processing of the order.  We are working with our team efficiency in completing and communicating requirements of the order.  The equipment has been provided in both instances and resolution to the customers concerns have been resolved by Area Customer Service Manager, ***** ******s.
 
 
Sincerely,

***** ******s

Area Customer Service Manager

******* ** Customer Care Center

2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am to receive equipment and called to find out time with their customer service. Was lied to and told they would deliver no later than noon. However then received an automated call and it said it would be delivered between 12-4 pm. I called customer service and after 51 minutes got in touch with customer service and she was of no add help. I once again tried to call the company and was on hold for 1 hour and 49 minutes and on the same day I tried again and was on hold for 1hour and 30 minutes. My cell phone actually disconnected on its own. The time frame is ridiculous and needs to be addressed and the fact that they obviously lie to their customers

Desired Settlement: I am worried about cahow often this occurs and what if there is a true emergency

Business Response:

 
Item # 1:  Customer called Apria Healthcare regarding her delivery time.  Was initially told would be delivered by noon.  Then received an automated call stating the delivery would be between 12-4 p.m. 
 
Item # 2:  Customer experienced excessive hold times when trying to contact Apria Healthcare regarding the status of her delivery.
 
RESPONSE
One of our Team Leaders has tried twice to contact Ms. ********** on February 3 and again on February 6 to discuss her concerns with our company.  To date, Ms. ********** has not returned our calls.  Apria Healthcare did implement a new phone call routing system on February 2 that has significantly decreased our hold times.  Our delivery times do change throughout the day due to the nature of our business and emergent issues arising.  We make every attempt to contact our patients to advise if their expected delivery time changes by more than 2 hours.
 
Sincerely,
 
******** ********
Area Customer Service Manager
Littleton, CO

2/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer service complaint, and a refusal to return phone calls in a timely manner. Though they have a local branch and a number for that branch, they refuse to initially provide it and then the customer service number they provide does not provide any proper assistance. They messed up a resupply order and sent me the wrong filters (thus affecting my health) and have not been able to confirm that they will send me the correct filters. When I have been able to reach their branch number, one of two things have occurred: 1) They refuse to assist me and insist I call the customer service number, which, again, is where I inevitably reach people who have no idea what they are doing, or 2) Ignore the messages I leave at the branch number and wait weeks before they call me back. They have also been unable to provide me with proper assistance or information regarding submission of a claim to my insurance company, which is what they are supposed to do, thus affecting my health. Their customer service reps are either incompetent or rude and their branch manager refuses to do anything about it.

Desired Settlement: Policy change in terms of allowing for customers to receive information regarding their local branches instead of having to call some random general customer service number. Policy change in terms of being able to track the scheduling needs of customer's resupply orders so that they are not waiting months and then sent the wrong items when it is finally sent to them. Policy change in terms of making sure to check in with customer's health insurance. Policy change in terms of providing proper

Business Response: ITEM # 1:  
Customer service issues regarding contacting the local branch.
 
RESPONSE
Apria’s Desired Settlement:
Contacted customer and reviewed – Apria’s Customer Call Center on 12/8/14

Unable to contact branch directly – Apria has centralized customer service.  Branches no longer staff for customer service issues – Apria’s Centralized Customer Call Center phone number is ###-###-####

Customer had issues ordering new pap supplies for her machine – Apria has a dedicated department for ordering pap supplies  - Direct Phone line ###-###-####

Track and schedule needs of customer’s resupply orders – Patient was enrolled in Apria’s Automated Resupply Service on 10/17/2014

Policy in terms of making sure to check in with customer’s health insurance coverage – Patient’s employer changed health care carrier in July 2014 – Apria was not notified of change till 10/2014 – Apria received a denial from previous insurance carrier and notified customer to obtain new insurance information. Apria has submitted the claims to the correct insurance carrier on 11/19/2014. 

Customer wants an update of charges submitted to her insurance carrier.  Apria’s Patient Pay Management Center will be sending customer an itemized statement of charges.
 
**** * ****
Area Customer Service 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.

Apria's Customer Call Center did not provide correct information or correct products.  When I attempted to contact the local branch, they would did not call me back for weeks and/or sent me right back to the same Customer Call Center that created the problem in the first place.  Simply reiterating that there is a Customer Call Center does not resolve the issue I complained about. 

Though Apria has a Centralized Customer Call Center, there is an option to have a technician call you back.  There were many times when I only got a call back after weeks.  There are also certain specific reasons I wanted to contact the technician or other people at the branch, and was in fact provided the phone number at one point for one of these people, but I would still not get a call back for weeks when I left them a specific message.  Some of the reasons were setting up an appointment with the tech to set up the CPAP machine, set up an appointment with the tech to confirm that the "Centralized Customer Service" had provided incorrect filters, which affect my health, and to speak in further detail regarding the specific details and other items surrounding the insurance that had been handled at the branch level.  "Centralized Customer Service" could not have handled these issues.

I was enrolled in Apria's Automated Ressuply Service months after I started with them.  This option was never provided during the initial discussion and was not provided until many, many, many calls with "Centralized Customer Service".

Apria knew, or should have know, that my current insurance was a year-long policy and had an expiration date, and did not check to see if the policy was being renewed or if I was going with another provider.  I was told by my primary care physician that it would not be an issue in terms of following up with Apria regarding the new carrier. Apria refuses to put together any management, data collection, data entry or other type of system that would allow them to easily see the date.  In this date and age, and since Apria appears to be able to collect and maintain a lot of other data, one would think it would be relatively easy to come up with a simple way to ensure that things don't slip through the cracks.  Also, my understand was that the claim was supposedly submitted on 10/25, and if it was submitted on 11/19, that is a full month after submital of the claim was discussed.

Finally, month's later I have still as yet not gotten any information regarding the claim submitted by Apria, let alone an "update".  Apria has continuously refused to provide me with certain information, and at other times provided me with inaccurate information or products that could potentially affect my health.  It also appears as though their only "proposed action" or "resolution" is no action or resolution.

Regards,

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



Business Response: Second Response December 30. 2014
 
 
Apria’s Desired Settlement:
Contacted customer and reviewed – Apria’s Customer Call Center on 12/8/14

Unable to contact branch directly – Apria has centralized customer service.  Branches no longer staff for customer service issues – Apria’s Centralized Customer Call Center phone number is ###-###-####

 12/30/14(update) – Apria’s new business model has been established and consists of a consolidated customer service department.

Customer had issues ordering new pap supplies for her machine – Apria has a dedicated department for ordering pap supplies  - Direct Phone line ###-###-####

12/30/14(update) Apria provided the correct filters for the patients machine to replace the incorrect filters

Track and schedule needs of customer’s resupply orders – Patient was enrolled in Apria’s Automated Resupply Service on 10/17/2014

Policy in terms of making sure to check in with customer’s health insurance coverage – Patient’s employer changed health care carrier in July 2014 – Apria was not notified of change till 10/2014 – Apria received a denial from previous insurance carrier and notified customer to obtain new insurance information. Apria has submitted the claims to the correct insurance carrier on 11/19/2014
12/30/14(update) – Apria is unable to create a data base that connects to patient’s current insurance carriers for changes – It is the responsibility of the policy holder to contact any providers of changes to their insurance information.

Customer wants an update of charges submitted to her insurance carrier.  Apria’s Patient Pay Management Center will be sending customer an itemized statement of charges.
 
 
**** ****
Apria Healthcare – Area Customer Service – Escalation Desk
 
 

Business Response: Item # 1:  I was required to use Apria Healthcare to acquire medical equipment that I require for my health. They are supposed to properly resupply parts of my equipment every three months. I previously had a complaint with BBB about them, Complaint #********, which was supposedly closed out because they “understood my issue”; however, they subsequently sent me incorrect resupply equipment that is not in fact for my medical equipment, and this was one of the issues I was having previously. I am having a hard time being able to get anyone to address these issues. They are even supposed to have an “after-hours” customer service number, which I called, but was told their system is being redone and they cannot do anything, they cannot even contact their local branch, so basically their customer service rep is being paid to do nothing.  I want someone to call me from the local branch, and make sure this is settled, and I want the correct medical equipment mailed to me and I want to make sure that I personally am not charged by my insurance company.
 
RESPONSE: After speaking with Mrs. ********** her concern is Apria does not know what unit she has.  It concerns her for our representatives to constantly ask her the model of the PAP unit she uses.  I assured her the information is in the notes of her account, but I also let her know our representatives have been instructed to ask what PAP unit model she has each time to make sure the correct supplies are sent. Mrs. ********** has received the correct requested supplies and her faith in Apria has been restored. 
 
 
 
 
Sincerely, 
 
** ****** *******
Customer Service Supervisor
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.

The response from the business provided no proposed action or resolution; they simply stated that they knew which unit I have, but that is after 6 months, a previous complaint with BBB and discussions with multiple representatives.  I purchased the unit from their own local branch, yet their customer service representatives, whom I am required to call rather than the local branch, do not have the information in the system.  The business representative states that their customer service representatives are trained to always confirm what unit you have, but the customer service representatives I spoke with had no clue what type of unit I had, and it was very clear that they were not confirming but instead attempting to obtain that information from me.  Even after I provided them with the information, they still got it incorrect.  I continued to reiterate with the business representative who I spoke with that they need to come up with a proposed action or resolution that will allow their customer service representatives to properly see what unit a customer bought from their own branch, and he stated he would look into it, but he did not mention anything or that he would even look into it in the response.  He also told me over the phone that he would look into the fact that though I was placed on their "automatic resupply" list and was supposed to get a phone call when the resupply order was being shipped, i never got a phone call, but he did not mention looking into that in the response.  My faith in Apria is not restored, and I never stated as such.  

****** ********** 


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 required to use Apria Healthcare to acquire medical equipment that I require for my health. They are supposed to properly resupply parts of my equipment every three months. I previously had a complaint with BBB about them, Complaint #********, which was supposedly closed out because they "understood my issues"; however, they subsequently sent me incorrect resupply equipment that is not in fact for my medical equipment, and this was one of the issues I was having previously. I am having a hard time being able to get anyone to address these issues. They are even supposed to have an "after-hours" customer service number, which I called, but was told their system is being redone and they cannot do anything, they cannot even contact their local branch, so basically their customer service rep is being paid to do nothing.

I want someone to call me from the local branch, and make sure this is settled, and I want the correct medical equipment mailed to me and I want to make sure that I personally am not charged by my insurance company.

Regards,

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



2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 12/6/2013 I ordered a sleep apnea headgear and mass, when I thought my medical insurance ***** would pay eighty percent of this bill, instead I was billed eighty percent, since I am retired I could not afford to pay this bill one bill was in the amount of $81.67 and $36.62. on 1/16/2014 I sent these items back united states postal service insured for $200.00, tracking number ******************** it was delivered to apria heath care in newnan, ga at *** ************* ***** *** on 1/17/2014, I have talked to several people that assured me they would take care of the problem of the bills I have been receiving every month from **** ******* which does the billing for apria. I talked to ***** ******* on 8/11/2014 and faxed him all my information he said he would clear I am still getting these bills, I sent a letter to care *******, research dept London ky I am still receiving these bills I will be looking to hear from you on this matter .

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this charge remove from my account, and money returned to ***** insurance because they paid a percentage on this bill, I have also spent money and time faxing information and sending certified letters to apria health care and care ******* to clear this matter up, they are threatening to send this to collection if my credit is impacted because of this misunderstanding some one will have to answer for this mistake I sent the items back I d

Business Response:

ITEM # 1: Ms. ******** states that she ordered supplies on December 6, 2013 after being charged by *********** she returned the items because she could not afford them. She states that she has been told the charges for the supplies would be removed, however she is still being billed by ***********.

RESPONSE: Apria provides equipment and supplies for ***** patients and submits the claims to *********** on behalf of the patient. ***********’s is *****’s administrator, therefore they pay Apria for the claim submitted and then they have the claim processed by ***** on behalf of the patient. If ***** does not cover the claim at 100% the patient will receive a statement by *********** for amounts due.

We reviewed Ms. ********’s account and found that only the headgear payment was recouped by ***********. Therefore, they were still billing Ms. ******** for the mask that had been paid for. We have contacted *********** and discussed the patient billing and informed them that the amount paid for the mask is on the recoupment spreadsheet and Ms. ******** should not be charged because the items were returned. *********** stated that they would place her account on hold until the amount is recouped and the billing corrected in their system. 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 am not satisfied with this response, they need to clear the account asap. I returned headgear and mask by way of United States Postal Service. and all supporting documents was sent to the research department in Kentucky.

Regards,

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



Business Response:

Item # 1:
Ms. ******** states that the supplies were returned and she wants the account balance cleared
ASAP.
 
 
RESPONSE:
As we explained in our first response, Apria is not billing Ms. ********. *********** is billing Ms. ******** and we have informed them that the supplies were returned and they are in the process of having her account balance corrected. We apologize for any inconvenience this may have caused.
 
 
Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Today February 17, 2015 I received  a collection letter from ********** ******* ******* concerning this case from **** ******* saying I owe $118.29  They also informed me if I do not pay this bill They will send reports to all three credit bureau updating my credit information, I need help in closing this case. ref#******* from ********** ******* ****

 

 

 

 

Sincerely,

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

 

 

Business Response:

Apria has explained to Ms. ******** that Apria is not billing her, she is being billed by ***********, and they are a third party administrator for ***** Insurance. Ms. ******** needs to contact *********** to address the issue, are her insurance *****.
 

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 12/27/2014 - I ordered an Airfit Cpap Mask, Tube and filters. I was quoted by Apria that $31.48. I use my credit card to pay it. 12/29/14 - Apria charged $104.96 to my credit card...an overcharge of $73.48. 12/30/14 - I called Apria and explained. The rep confirmed $31.48. She put me thru to billing to resolve. She transferred me. I waited on the phone for 20 mins only to be told that the number I was transferred to was NOT Apria. It was Concentric. However, he informed me that the Apria Billing office was already closed for the day. 12/30/14 - I sent 2 emails to Apria Customer Service explaining the situations. I received an auto response, and never got any other communication. 1/7/15 - I still have not received my order. 1/7/15 - Called Apria again, spoke with *****, who also confirmed that I should have only bee charged $31.48. She gave me the phone number to billing (###-###-####). In addition, she confirmed that my order had been mailed, but they mailed it to my old address (even though the confirmed my address when I ordered it). ***** said she would check to see if it had been returned and would then reship my order. She then forwarded me to billing, which of course was closed for the day. 1/8/15 - I called billing. Spoke with someone name **** would said she would refund $71.33 but that it would take 2-3 weeks to get a check. I requested it be put on my card, and she refused...then I asked why am I not getting the full refund (104.96-31.48=$73.48). She said no. I asked for a manager. 1/8/15 1:10pm - *******, manager. I explain situation. she agrees to refund the full amount of $73.48 back on the card and will remove my card from the account so they can't charge any more. 1/12 Apria withdrew $3.64 1/15 Apria credited only $71.33 Now they owe me the additional $2.15 and the new unauthorized charge of $3.64. total credit owed $5.79. 1/19 Called back. ******* said she is looking into and will call me back. I'm not optimistic.

Desired Settlement: This is not the first time this has happened, but I'm limited to using them because of insurance. I want my money refunded back to my card, and I want my prescription they have on file emailed to me so that I find another place to do business.

Business Response:

ITEM # 1: Ms. *********-**** states her credit card has been charged more that she was quoted and she wants her credit card refunded the full amount due back to her. She has also requested that her prescription on file be emailed to her so she can find another place to do business.

RESPONSE: We have reviewed Ms. *********-****’s account and found that she ordered supplies on December 26, 2014. At the time of the order. Ms. *********-**** was quoted the 30% co-pay amount of $31.48. She provided her credit card to charge the co-pay amount of $31.48, however it was determined that Ms. *********-****’s deductible had not been met and she would be responsible for the full amount of the claim. Apria charged the credit card provided $104.96 on December 26, 2014. We have used this as a training opportunity within our company to make sure this does not occur again.

After full review of Ms. *********-****’s account we have found that she was miss-quoted the 30% co-pay amount at set up. The co-pay amount was $33.63 instead of $31.48. The deductible amount was $78.50, therefore Ms. *********-**** was responsible for the total amount of $112.13.

Ms. *********-**** contacted Apria on January 8, 2015 and requested a refund for he over charged amount. Apria received the explanation of benefits from United Health Care on January 9, 2015 and referred the deductible amount as Ms. *********-****’s responsibility. Apria also made a small balance adjustment of $3.64. However, because of the refund that was processed in the amount of $71.33 on January 14, 2015, Ms. *********-****’s account balance as of today is $71.33. We do apologize for any inconvenience and miscommunication this may have caused. 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 regards to case #********, the matter is still not resolved at this time.  

This company continues to change the answers to this matter each time a call is made to them.  I was quoted $31.48 and charged $104.96 (overcharged $73.48).  I then confirmed the charge with someone named *****, and then I was sent to billing on 1/7.  On 1/8 I spoke with **** in billing who also confirmed that I should have been charged only the amount of $31.48...and said she would process a credit of $71.33 (which is not the full amount owed back to me).  I questioned why it wasn't the full amount and then spoke with a manager (*******) who agreed that I should have only been charged $31.48 and that she would credit me the full amount of $73.48 back onto my card.  I waited several days and an additional UNAUTHORIZED charge was made to my card of $3.64, and a credit of $71.33 (not the amount Manager ******* quoted me...) So I am still owed a credit of $5.79 ($3.64+$2.15).  Now all of the sudden the story changes again once the BBB gets involved....and now not only have they not given my the credit that is due, now they are claiming that I owe additional money??  So I am being penalized because not 1...but a total of 6 people that I talked to at the company are incompetent?  I will be happy to return the supplies back for a full refund...but under no circumstance should my card be charged more then the amount quoted.  These are fraudulent charges.  I still expect to receive my $5.79 credit and a copy of my prescription (I also requested the copy of the script in my complaint, and they did not address that issue at all).  I also expect that the newly found amount that I now "owe" according to Apria be removed from my account.  I would like paperwork showing that I do not owe them any additional money.  Again, I will be happy to send the products back if they can't honor the quote that was originally given to me.  

Thank you,
**** **************


Business Response:

Item # 1:
Ms. *********-**** has filed a rebuttal in regards to the amount that was refunded to her on
1/27/15 in the amount of $71.33; stating that we owe her an additional amount of $5.79.
 
RESPONSE:
We have reviewed Ms. *********-****’s account and as mentioned in response letter dated January 30, 2015, we refunded the amount of $71.33 on January 27, 2014.
 
The total amount for the CPAP supply order was $112.13. We have taken small balance adjustments on this invoice totaling to $7.17 which leaves the total amount for this invoice $104.96.
 
The amount of $71.33 is still pending on the account as an open balance on Ms.
*********-****’s behalf which was applied to her annual deductible with her insurance company. There are no further refunds due to Ms. *********-**** at this time.
We apologize for any inconvenience or miscommunications pertaining to your account.
Our goal is to ensure customer satisfaction as well as accurate billing.
 
We apologize for any inconvenience this may have caused.
 
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
Sincerely,
*** *** *********
Patient Pay Management Center Lead

2/19/2015 Problems with Product/Service | Complaint Details Unavailable
2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called customer service several time since November 11th,2014 to receive new equipment.Every time I call customer service I get different reasons why I have not received the equipment.

Desired Settlement: Someone at Apria take ownership of the problem so I will receive the equipment requested since November of 2014.

Business Response:

ITEM # 1: **** expressed concern on the time delay in receiving a replacement CPAP machine.

RESPONSE: **** transitioned to ******** this year. The documentation for ******** is very
extensive to qualify a patient for a PAP machine and include:

A written order prior to delivery
The patient has a face-to-face clinical evaluation by the treating physician prior to the sleep test.
The patient has a signed qualifying sleep test that meets ******** critieria.
We received the signed sleep study on 1/29 and then **** received the unit on 1/30.
 
Sincerely,
******* ******
VP – Customer Contact Center

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.

Below are notes I took November 10th,2014.I started using the cpap in November of 2009 and requested a new cpap in November of 2014.I reached out to Apria the past two and one half months and I received the cpap after I contacted BBB.

11/10/14 ***** at Apria advised need clinical notes from Docter for continued use.

11/19/14 ***** at Apria advised received request for new cpap,working with ******** and **** ***** for authorization.

12/11/14 Callback from Docter sent information again to Apria,Apria advised received information.

12/14/14 ****** at Apria,need written order,sleep study and face to face notes.

12/16/14 ****** at Apria advise just need face to face with Docter and benefit from cpap.****** can not find download I sent to Apria in November which showed usage.

12/16/14 ***** at Apria sees all information needed to process order.***** at Apria talked to ***** at Apria and ***** verified paperwork in order and will receive callback 12/17/14 from Apria to pickup new cpap from Apria in Amherst.

12/18/14 ** at verified paperwork in order for new cpap and placed order out of pending.** advised I will receive call today for delivery of cpap.

12/23/14 ***** at Apria advised *** reached out to ******** to approve new cpap.I advise ***** that previous calls to Apria said new cpap was approved.

1/23/14 Docter contacted *** at Apria with paperwork the 3rd time.

1/29/15 Docter advise received confirmation dated 1/22/15 from *** cpap order.

1/30/15 Pickup cpap from Apria in Amherst pressure set for nine new cpap  from Docter shows 10.

Regards,

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

 

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had my service appointment rescheduled three times now, and have spent three entire workdays, waiting for service personnel who have never shown up. When I have called Customer Service, I have been told that the appointment was never assigned to a driver, "Whoops". I have also spent approximately two hours, each appointment day, waiting on hold, with a staff that has little or no customer service training, and abysmal communication skills. Seeing as I am waiting on service for an oxygen device, you can clearly see that this is no joke.

Desired Settlement: Either provide service for monies rendered, or stop billing altogether. This is shameful. My next letter will be to your stockholders.

Business Response:

Item # 1:  Customer contacted Apria Healthcare three times regarding his oxygen concentrator.  The drivers did not come on the days he expected them to come and his appointment was rescheduled 3 times.
 
Item # 2:  Customer experienced excessive hold times when trying to contact Apria Healthcare regarding the status of technician.
 
RESPONSE
We contacted Mr. ******** on February 6 to discuss his concerns.  He stated that our technician did arrive today to pick up his equipment and was courteous.  Mr. ******** stated he feels Apria’s phone representatives are unpleasant and he will be using another provider for his equipment in the future.
 
Sincerely,
 
******** ********
Area Customer Service Manager
Littleton, CO

2/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 13, 2014 4 Oxygen tanks, regulator, and cart (plus tubing & cannula that were not requested) were delivered to the ** ***** **** in Colorado Springs, CO for a weekend stay, but were not picked up per my request at time of order. According to the camp, they were picked up weeks later after they made calls weeks apart. My insurance and I are still being billed. I had tried to order these using the travel line (###-###-####), but after being on hold for 5 hours 1 day with no connection and several the next, I called ###-###-#### and after many dropped calls, they agreed to deliver. Many calls have been made starting in November and promised return calls never happening. I even sent a detailed e-mail to patient_Satisfaction@Apria.com on 01/06/2015 (via their website), which has not been responded to. I made it clear that the tanks were just for the weekend (July 17-20) when I made the request since I use a concentrator (from them) at home.

Desired Settlement: They need to refund the additional payments to both me and my ****** Insurance. They also need to improve their handling of these types of requests and respond to e-mails!

Business Response:

RESPONSE:
We have reviewed Mr. ****’s account and found that the portable oxygen was never
picked up in the sytem, therefore it continued to bill each month. We have corrected the
billing in our system and had the portable oxygen picked up so it will no longer bill each
month. We have started the refund process to have the overpayments refunded and any
pending invoices adjusted.
Mr. ****’s account balance as of today is $0.00 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,

**** ****

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare Oklahoma City Branch Office**** ** *********** * *** ********* ****, OK 73127###-###-####Apria HealthcareOverland Park Representative, *********(**** *** **** ext. *****Overland Park Lead, ******Overland Park Supervisor, ********* ****** ************ ********* ****, KS 6621###-###-####To Whom It May Concern:My ***** study showed that I now needed a CPAP. I was told by ***** ***** ****** that I would be contacted by the CPAP manufacturer. According to them, the order was sent to the direct branch on December 8. (Later, ****** would confirm that they received it on December 9, and that ********* had qualified the order on December 15.) I never heard anything from anyone. December 10, 2013, I was diagnosed with breast cancer. I spent the following year in surgeries, chemotherapy, radiation, and physical therapy. I was looking at a hip surgery the day after Christmas. My husband and I saw a chance to go on vacation and enjoy life during the dreadful anniversary. While we were out of the country, a message was left on our answering machine to pick up the CPAP on December 17. I did not get the message until December 30. By this time, I was on crutches from the hip surgery, dealing with pain from the surgery, a respiratory infection had progressed to pneumonia, and running a fever. However, I tried to call. After being put on hold for a while (and wondering how long I was going to stay vertical). He said that it was not available to be picked up. I would have to wait until January 2. He continued to give me directions on how to get there to pick it up on Friday. He casually mentioned shipping. I called back to see if they could ship it to me so that I would not have to drive in my condition and that it would fall under 2014 medical expenses since I had already met the deductible and out of pocket expense. He said that it could be shipped. This would have to be cancelled so that it could be shipped. The representative would do that. I never received the CPAP in a couple days or a phone call.The following week when I called to follow-up, I waited on the phone until somebody decided to answer. I was told that the representative had to qualify it. His name, *******, would call me. It never happened. I called back and asked for *******s number. Out of the seven times I called ********, he was unavailable 5 times. He left 2 messages on my answering machine if that many. I got him once or twice. I was told that he was going to call back later that day, and he did not. The first time, he said he would check to see if there was any way it could be on 2014 expenses, and he would call back. He never did. I did find out from him that I was now looking at roughly $1124.61 for the CPAP and another $132.03 for the mask if it did not go on 2014 expenses. His last message stated that he left the information so that anyone could help me when I called. On January 15, (a month after the original order was qualified), I am calling again to follow-up. After waiting again on the phone, I find out that ******* is not available. By this time, I find out that the representative is not even in Oklahoma City, but somewhere in Kansas. I immediately called back to get ***** who said the ******* is not available. I mentioned that the message said that anyone could help me. He said that I had no insurance and that I would have to call **** ***** & **** ******. I said that is not what he was checking on and to have ******* give me a call. It is now January 23. I still have not heard from him. Therefore, I called again. ******* or his supervisor is not available. ***** offers me the lead person, ******. In addition to her confirming that they received the order on December 9, they were going to bill the secondary insurance and ignore the primary insurance. The reasoning was that they did not have a member ID number for *******. (However, they never tried to get the information by phone or email before telling me the CPAP was ready for pick up.) Along with the other excuses for negligence, she now tells me that they needed my electronic signature to ship it to me back on December 30. They never said that in 2014. She just kept telling me that she was sorry and that they cannot bill it for 2014. (It is easy for her to say since the money is not coming out of their pocket.)I recommend against using this company if you are a provider, insurance, or patient. The incoming call ****** for Oklahoma City and Overland Park is not user friendly. There are long phone waits. They do not call back when they say they will. They do not make an effort to call you for information or to give you information. They bill whatever insurance is convenient for them. They have no compassion in trying to meet patients deadlines for end of year expenses. If I had this much problem getting a CPAP, I would hate to see the problems I have after I got one through them.Sincerely,

Desired Settlement: They tell me that it can only be billed as 2015 now.Therefore, it is all out of my pocket unless they want to give me a free one. I do not see that happening.Patients, providers, and insurance companies should know how they perform business.

Business Response:

RESPONSE:

Order came in on 12.9.14
a. 24 Hour call made and told patient it would take 3-9 business days to process to verify/qualify
b. 5th Business Day qualified and left message for patient December 15th
c.   Patient did not get message until 12/30 as they were out of the country on vacation

Order had been pended per Apria process after patient did not call back timely

Year-end rush for PAP orders, we could not get patient into the office before end of 2014. Received call late on the 30th. She was on crutches and couldn’t come to the office. Rep responded on December 31st, however, a machine would have had to been reset by Respiratory Therapist to meet the patient prescription, and could not get shipped that same day.
Patient wanted us to BACK date service date, which we indicated we could not, and had to use the date she gets machine as our service date.

Patient upset and doesn’t want to have this in 2015 on her deductible. Legally cannot backdate the date of service as this would be insurance fraud.

Apria Representative could have gone through more detail in the conversation on the 31st as to why PAP wouldn’t get shipped that same day. Representative could have reached out to a manager to see if anything else could have been done, however, did follow protocol and procedures.
******* ******, Branch Manager in Oklahoma City, talked to the patient on 1/28/15 and discussed in length. Told her about the Oklahoma State “reuse” equipment program where she could possibly get a free machine. She is going to think about everything, price shop, and may call us back. 

Sincerely,
**** ******
Area Customer Service Manager
Overland Park, KS
 
 

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have not had any service on oxygen Concentrator in nearly 14 months / I have been buying the tubing and filters on line at my expense / Was told 3 months ago supplies were on the way, and were never received / Concentrated at times is now starting to sound like an ice maker / According to Medicare, service and supplies are to be included with my contract / Person identifying herself as director of the ******** ***. office several months ago had a rep come to me to sign a contract and promised supplies / No supplies / Contract serial number does not match my concentrator / Called office and was told this is the way it goes /

Desired Settlement: Replace concentrator with less hours and bring supplies

Business Response:

Item # 1:  No service on concentrator/purchasing supplies. 
 
RESPONSE:   Patient was in Florida for 8 months and did not notify branch.  Equipment was written off as lost/stolen when branch could not reach patient.  Patient now requesting service on equipment.  Patient is still Medicare eligible and branch will provide equipment and supplies for patient. 
 
 
Sincerely,
**** *******
Branch Manager
 
 

2/12/2015 Billing/Collection Issues | Read Complaint Details
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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,

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

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.

Dear BBB:

 

I received a response to a complaint against Apria Healthcare  from you on June 10, 2014.

 

Here is a copy of your record: 

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

 

The debt is STILL showing on my Experian Credit report as a collection and I CONTINUE to receive collection calls monthly from Apria trying to collect from me.

 

PLEASE help me to get this resolved, or my next contact will be from my attorney.

 

Regards,

 

* * ********




Business Response:


Item # 1:
Mr. ********, states that he received a letter telling him that the amounts had been removed from
collections and would be removed from his credit report. However, it has not and he is still
receiving calls trying to collect.

RESPONSE:
We have reviewed Mr. ********’s account and found that only one of the two invoices
were removed from collections in June 2014. We apologize for this error and have sent a
request to have the amount of $153.61 removed from collections and to have Mr.
********’s credit report corrected. We have also requested that State Collections mail
Mr. ******** a letter for his records that this has completed.

We apologize for any inconvenience this may have caused.

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

2/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased a Breast Pump from Apria through my insurance however when I didn't want to use the breast pump anymore I called them to pick it up and had some questions about the charges I would call and call because the billing department is separate from the rental department. The rental department assured me they would send a message not to charge me and I never heard from the billing department, I called daily the line would hang up after waiting approximately 40 min to speak to a representative. When I would speak to someone they said a supervisor or manager would get a hold of me regarding my issue and I never once got a reply back on many occasions. I am continually being billed for this when I was under the impression I was not responsible for the bill.

Desired Settlement: I do not want this bill to go to into collections and affect my credit.

Business Response:

ITEM # 1: Ms. **** states that she received a breast pump and after not needing it anymore called Apria to have it picked up. However, it was not and now she states that she is being charged for amounts that she does not owe. She does not want the bill to go into collections and affect her credit.

RESPONSE: We have reviewed Ms. ****’s account and found that she received a breast pump on April 9, 2014. We submitted claims to ****** on Ms. ****’s behalf. On May 10, 2014, Apria received a discharge prescription from Ms. ****’s physician to have the breast pump picked up.

On May 14, 2014 when we tried to pick up the breast pump, Ms. **** refused and stated that she was still using the breast pump. We explained to Ms. **** that an authorization from ****** is required and what the private pay cost would be per month. Ms. **** stated that she would contact ****** to arrange an extension.
We spoke with Ms. **** on July 8, 2014 and she stated that she wanted to keep the breast pump longer. We explained the private pay monthly rental cost would be $43.70 a month and cancelled the pickup request. The Apria representative explained to Ms. **** to call a few days before the 9th when she was ready for the breast pump to be picked up so it would not bill out for the next month.

Ms. **** called on September 12, 2014 and requested a call back regarding billing and stated she would like to return the breast pump. The breast pump was placed into a pickup in the system so the breast pump would not bill another rental. We spoke with Ms. **** on September 16, 2014 and September 17, 2014 in regards to the billing and explained that the rental fee for September could not be removed because she did not call for the pick up until after the 9th of September. Ms. **** requested to speak to the local office regarding the billing and pick up.

We tried to pick up the breast pump, however found out that Ms. **** had moved to Pomona, therefore we scheduled a FedEx shipment pick-up. Ms. **** has an open balance as of today in the amount of $43.70 for September 9th 2014 date of service. There were no charges after September 9th, 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

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare failed to reimburse me for a cpap machine. Horrible customer service. I contacted Apria Healthcare in August for a cpap machine during an extremely difficult pregnancy. Due to the time they said it would take for the insurance to pay for the machine, they said if I "self-paid" they would reimburse me the approximately $1,700. My insurance approved the machine, but the only company I could use was Apria. The sales representative assured me that they would file the claim with my insurance. Feeling that I had no options left I reluctantly paid Apria Healthcare out of pocket and I have been waiting for them to reimburse me the $1,700. I have contacted them at least 10 times, if not more waiting to be reimbursed for this cpap machine. The last call was this week and the sales representative said they could not reimburse me the money because I failed to timely provide them my insurance information and they can no longer submit it to my insurance. Their customer service is horrible and they have failed to timely submit this claim. It is not my fault that they did not do their job. Apria Healthcare should reimburse me the $1,700. I timely provided my insurance information on multiple occasions. I even tried to reach the sales representative that worked with me in Golden, CO and he is no longer with the company. If Apria Healthcare does not fix this issue as soon as possible I will be filing a claim in small claims court.

Desired Settlement: To be paid my $1,700.

Business Response:

Item # 1:
*** ******** states that she was told when she received her CPAP unit that if she would pay self-pay her insurance would be filed and she would receive a refund. However, she has not received the refund and has now been told that she did not provide her insurance information timely and would not receive a refund.
 
 
RESPONSE:
We have reviewed *** ********’s account and found that her insurance information was not attached to her account, until it was past timely filing. We left messages for Ms.
Grimsley on February 2nd and 5th to inform her that we are going to refund her and adjust off the balance after the refund is processed. Once *** ******** contacts us back we will obtain the needed information to process the refund.
 
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.  At this time I am waiting to receive a refund check. Your billing department has already verified that my insurance information was provided at the time of the sale. Your billing department did not understand why the local branch failed to timely submit my insurance information.

Regards,

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

2/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Health care provided me with a CPAP Machine and supplies for sleep apnea beginning in August of 2014 through my (at the time) current insurance provider Tricare Prime. I had completed my service contract in that same month and knew that Tricare would most likely not be covering my claims for much longer. I was transitioning to VA medical, but did not know how quick this transition would be. When I began talking with apria they told me "tricare only allows them to send one month of supplies at a time" That I would need to call monthly to get more supplies. This was during my call in Aug., I spoke to them again in Sept., Oct., and Nov. While still waiting to receive information from the VA. Each and every time I spoke to them I told them very clearly I have left the military and DO NOT know when my Tricare coverage will end. I asked them very clearly if my bill for the previous month had in fact been paid by tricare (I would not order more supplies if it wasn't) They assured my the bill had been paid for each month until Dec. they sent me a bill for $225 for November. My bill is now $795 including an additional$226 in late fees. I asked them why I was being told the bill was paid for 3 months they have no answer. I have now spoken to them three times to have the bill forwarded to the VA and each time they wait about 2-3 weeks and call me again asking for payment, and tell me my information was not sent to the VA. They assure me my bill will be on hold until it is sorted out and they will at the time forward my information it still has not happened. I will not pay for services that I never would have asked for if I had known it was not covered. No one I speak to will give me reliable information, and now they want and extra $226 in late feed when my bill was "on hold" and I was told "You can discard that bill do not worry about it we will contact you shortly" They also sent me way more than a one month supply I was sent 4 masks in Nov. they also "didn't know y"

Desired Settlement: I do not believe that I owe this company any money for failure to give me current and correct information when asked on multiple occasions I was given no answers as to why I was told my bill was covered they told me "it says right here tricare sent all the bills back immediately after receiving them" I was given no answer as to why they sent me way more than the allotted 1 month of supplies at a time. They also charged my credit card $60 while my bill was being investigated. I contacted my credit card company and got the amount refunded. I currently have a check from apria sent in December for $60.50 that states "After reviewing your account we have determined that you have an overpayment and are entitled to a refund... What kind of company sends someone a check for $60 when they claim that person owes them $795.90. This company is mismanaged and offers no clear or correct answers I am tired of speaking to them and believe my bill should be adjusted to $0

Business Response:

ITEM # 1: Mr. ******** states that he does not believe that he owes any money for failure to give him current and correct information regarding his insurance billing. He states that he does not understand why he was sent more than the allotted 1 month supplies at a time. Mr. ******** states that his credit card was charged in the amount of $60.50, which he disputed with his credit card company and then Apria refunded him by check in the amount of $60.50 and he does not understand why he would receive a refund if he owed $795.90.

RESPONSE: We have reviewed Mr. ********’s account and found he received a CPAP unit and supplies on July 7, 2014. Apria verified Mr. ********’s insurance with Tricare and received authorization number *************** to submit the claims for the rental of the CPAP unit and the sale of the supplies through September 2015. Mr. ********, placed his credit card on file to be charged for any amounts not covered by his insurance.

When Mr. ******** called in to order additional supplies, the supplies were shipped and no payment requested from Mr. ******** per the insurance verification the supplies were to have been covered at 100%. Apria received denials from Tricare and resubmitted the claims on behalf of Mr. ******** to try and obtain payment for the CPAP rentals and supplies. However, Triccare sent a second denial for the submitted claims stating that all appeals should be directed to Military Medical Support Office by the beneficiary. The July 7, 2014 claims were paid at 100%, however the following months were denied.

On November 7, 2014, we spoke to Mr. ******** regarding his open balance and he stated to us for the first time in our records that he did not know if he had VA or not. We requested that he confirm his correct insurance and let us know.

On December 4, 2014, Apria charged Mr. ********’s credit card on file for $60.50 for supplies that were ordered on September 10, 2014, after we had received the denial. Mr. ******** contacted Apria on December 19, 2014 and stated that he had VA insurance and should not have been billed and his credit card should not have been charged. The Apria representative reversed Mr. ********’s payment of $60.50 and started the process to have the amount refunded. Apria started the process of verifying insurance coverage with the VA, in which we were transferred around and was then informed they were closed in observance of the Holiday.

On December 30, 2014 we spoke with the VA who stated that the DME has to go through them, the claims can be submitted, in which they will deny and the patient will have to appeal.

Mr. ********’s open balance as of today is $795.90, he can file an appeal with his insurance on his behalf. Once the unpaid invoice’s become 180 days old they will refer to collections as Mr. ********’s 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 
 
 
 
 

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.


If Apria states that they knew the claims had been denied and returned why was a not informed for 3 months when I specifically asked if they were paid? No one told me "these claims are pending" until November if I had found out that the payment had not gone threw I would of figured out that clearly I was no longer being covered. Apria also gives no answer as to why I was sent more than a years worth of supplies in masks. They claim I said I had VA INSURANCE which I never said I said VA was covering my sleep apnea now and that they may pick up the bill and make payment to Apria. They also failed to answer why after being told 3x to contact the VA They kept informing me that it had not been done why am I just now finding out there is more work to be covered on my end to even get it processed through the VA. Apria also fails to answer why I have $226 in late fees when I was told on the phone by there representatives to discard my bill and that I would be contacted in the future. Apria has not handled anything properly from there side. If I had known immediatly that my claim through Tricare was returned and not covered I would of paid the previous month charges and not ordered more supplies. However Apria decided to wait : months to inform me of the denials so I would not have time to act on my behalf. I don't know why they would fail lot inform me properly on any occasion, or why they chose to send me to much stuff I suppose just till fill there pockets with money from those who serve. I wish I had looked them up ahead of time when I saw there awful reviews I never would of accepted services from them. 
Regards,

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



Business Response:

Item # 1:
1) Mr. ******** wants to know why if Apria knew the claims had denied was he not informed until 3 months later.
2) Mr. ******** request to know why he received a year’s worth of supplies in masks.
3) Mr. ******** states that he did not inform Apria that he had VA insurance, he states that he the VA was coving his sleep apnea and may pick up the bill.
4) He wants to know why he has $226.00 in late fees when he was told to disregard the statements.
 
 
RESPONSE:
1) Apria informed Mr. ******** as soon as we were informed. When Mr.
******** was billed he called regarding the balance and Apria referred the balance back under the insurance and resubmitted the claims after speaking to Mr. ******** regarding the balance due. However they were denied once again by the insurance.
2) Apria shipped supplies when Mr. ******** called and ordered them.
3) Mr. Liscomb first informed Apria he did not know if he had VA insurance or not.
We requested that he confirm his correct insurance and let us know. He contacted
Apria back at a later date and stated that his VA insurance should have been billed.
4) Apria does not charge late fees, the open balance due is for the CPAP rental and supplies that were ordered.
 
Sincerely,
****** ****
Billing Center Quality Specialist

2/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband has a CPAP machine through Apria. We pay a $15 a month payment to the company through a debit card. The company sends bills to the insurance company to be paid. The company did not send the correct paperwork to the insurance company and the insurance company denied the claim for the machine. Apria charged my debit card $263.79 for the insurances part of payment without notifying me. They stated I had approved charges verbally in which I did NOT. I was never sent a bill for these charges or informed that the insurance company denied a bill. It was not my fault that Apria did not send in the correct paperwork to the insurance to have it paid and had absolutely NO right to take $263.79 from my account to make this payment. The payment has posted to my bank account as of 1/5/2015. I called immediately that day to stop that payment through Apria in which the girl I had talked to stated it was cancelled and the $263.79 would be returned to my account. As of today I have not received the refund and now after calling back am told that it will take at least a week to have it posted to their account where a refund could be made.

Desired Settlement: I want the amount of $263.79 put back on my debit card so I can buy groceries for my family. I would also appreciate the $30 over draft this has caused to my bank account.

Business Response:

ITEM # 1: Mrs. ******* states that they placed their debit card on file to charge each month for the co-pay amount due. However, the debit card charged $263.79 for claims that Apria did not submit the correct paperwork with and the insurance denied. She is requesting a refund of the $ 263.79 to be placed back on her debit card and would also appreciate the $30.00 over draft fee.

RESPONSE: We have reviewed Mr. *******’s account and spoke with Mrs. ******* on January 21, 2015 to discuss the details of the account. We explained that we have reversed all payments made by the insurance and Mr. ******* and are in the process of refunding.

We apologize for any inconvenience and 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 am still waiting for a refund as of today 1/29/15.  

Regards,

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

Business Response:

Mrs. ****** ******* was informed on January 21, 2015 that Apria would be reversing payments from the insurance company and refunding patient. Apria is processing Mr. *******'s refund however, this process can take up to 30 days.

We do apologize for any inconvenience this may have caused.
 
 

2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I live in Oregon and have been spending the holidays with my daughter in CA. I could not turn my BiPap on the night of January 1st. At 10:30 a.m., on Jan 2nd, my daughter called Apria to have someone come trouble shoot my rental BiPap as I am not supposed to go through the night without it. My daughter was transferred 7 times to different people and each time had to give the same information all over again and explain what she had been explaining to multiple people. She finally ended up with ********. After being on hold for 80 minutes and being transferred 7 times, ******** told my daughter that the travelling department would not give me a working BiPap because it had not been 5 years and a prescription was needed. My daughter tried multiple times to explain to ******** that my BiPap was a rental piece of equipment, NOT patient owned. I have been using the BiPap since March of 2014 so the 5 year rule was not applicable. My daughter called Medicare to let them know that Apria would not fulfill their contractual agreement to supply me with a working rental piece of equipment and what should we do as it is a respiratory piece of equipment and I need it at night. ******* from Medicare conferenced in the Santa Rosa Apria store. ******* from the Santa Rosa Apria assured Medicare and my daughter that someone would call me that same day, Jan 2nd,to replace my BiPap. It is now almost 4:00 on January 3rd and no one has contacted me.

Desired Settlement: I would like Apria to fulfill it's contractual agreement with Medicare to provide me with working rental pieces of equipment. I want assurances that when I travel again to visit my daughter that my equipment needs will be met. The stress and strain of this experience is very hard on me. I am not asking for anything other than Apria provide working rental equipment and that they don't treat people as poorly as they have treated myself and my daughter.

Business Response:

Dear Mr. ***:

This letter is in response to the complaint references 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.
While away from your home location your rental BiPAP unit quit working.  Your daughter attempted to get some assistance with this problem.  After a lengthy call she was not able to get any help and was told that Apria would not exchange the unit.

We would like to assure you that it is in fact our policy to assist our patients in situations like this, and we should have made arrangements to get your unit working or get you one that did work.  We would like to apologize for this miscommunication.  In the future, please contact the Travel dept. at **** *** * **** before you Travel so that we may note your account and ***e any preparations needed for your trip.  Anytime you are away from your home area, you can contact the Travel dept. and we would be happy to assist you in getting what you need.

Sincerely,

******* ****

Apria Healthcare's Great Escapes Travel Dept. 

2/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/14/14 I had an emergency double bypass surgery with complications. On 11/26/14 I had a second surgery and suffered a collapsed lung during surgery. I needed oxygen following both surgeries. On 12/18 we moved to California and had to change oxygen companies and unfortunately we chose Apria. My wife spoke to ***** ****** who assured us he could make a delivery on 12-31-14 if we gave him a credit card number for any copays and also spoke to the billing department and they both stated what was sent from the previous company (the original diagnosis at hospital release) would not be satisfactory for our insurance company even though it was satisfactory at the previous company. ***** assured my wife he would contact **** ****** ******** for the records and contact my wife again within a week or two to advise us of the records being received and exactly what would be needed, the call never came. Apria delivered six tanks on 12-31-14 and because of doctor follow up visits on1/11/15 I needed more oxygen and was told the soonest I could receive the delivery would be 1/19/15 so I went to the warehouse and picked up more tanks. I was then assured 12 tanks would be delivered on 1/19/15 which should be sufficient for the normal delivery dates at my location in California for 1 month. We received no delivery on the 19th and was told delivery would be on 1/20/15 which resulted in no delivery again. On 1-21-15 (today) I was told again 12 tanks would be delivered on 1-22-15. I need my oxygen per doctor instructions, Apria has the credit card number and we have given them what they have asked for to the best of our ability. I really don't think patients after two major heart surgeries should have to go through all of this confusion just to get oxygen.

Desired Settlement: I want an E Mail , from Corporate Office to state the disposition of the records from **** ****** ******** that was never received from ***** ******, I want to know what I have been billed so far on my credit card, what the insurance company has been billed, the oxygen delivered on 1-22-15 and an acceptable letter explaining the reason behind all of the confusion.

Consumer Response:

My complaint seemed to be taken care of.

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,

****** *****

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February of 2014 I received an oxygen machine from Apria Healthcare in Alamosa, CO. Billing was setup so Medicare would take care of payment. In October of 2014 I received a bill from Apria for an unpaid balance between February and October. I called the company and they said a form had been signed that I would be responsible for the bill. I advised them that I had insurance and Medicare and I was not responsible for the bill. To this date I have spent numerous hours talking to various Apria employees in Alamosa and their main office trying to get this resolved and no one seems to know how to correct the billing so my insurance will pay. I have talked to Medicare and they have advised me that they have been waiting for Apria to send the proper paper work to pay the bill. Product_Or_Service: Oxygen Machine

Desired Settlement: DesiredSettlementID: Other (requires explanation) To have someone in Apria take care of this billing error.

Business Response:

ITEM # 1: Ms. ******** states that Apria has not submitted the correct paperwork to Medicare, therefore they will not pay and now she is being billed for the unpaid balance from February – October 2014 dates of service.

RESPONSE: We have reviewed Ms. ********’s account and found that Apria was unable to obtain the needed documentation from the physician to qualify Ms. ******** for oxygen use per Medicare guidelines. Therefore we obtained a signed Advance Beneficiary Notice “ABN” from Ms. ********, that she was aware we did not have the qualifying documentation per Medicare guidelines and if they did not pay she would be held responsible.

We tried multiple times to obtain the needed documentation and spoke with Ms. ******** regarding the testing that needed to be done. We had a meeting with Ms. ******** and explained what was needed and gave her copies of documentation that doesn’t qualify for the oxygen, as she was going to be going to the doctor.

Ms. ******** had qualifying testing and face to face notes done on November 14, 2014. Apria loaded the compliant documentation and submitted it to Medicare for the December 14, 2014 claim and will for the upcoming claims.

The February and March 13, 2014 claims were adjusted off in the amount of $459.74. The April 13, 2014 claim is pending under Ms. ********’s secondary insurance as of today. The May and June 13, 204 claims were referred to collections because they were left unpaid over 180 days. As a courtesy, we removed the May and June 13, 2014 claims in the amount of $459.74 from collections. The July, August, September and October 13, 2014 claims are pending under Ms. ******** as her responsibility. The November 13, 2014 claim was paid by Ms. ******** in the amount of $229.87. The December 13, 2014 claim is pending under Ms. ********’s primary and secondary insurance coverage.

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

Sincerely,
****** ****
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 son was able to talk to ****** **** on my behalf. According to her this issue is to be resolved going forward by me. She stated that I would need to pay the bill myself and file an appeal with my Medicare insurance and obtain documentation on my own so that I may be reimbursed. According to another billing specialist by the name of ****, I also spoke to on January 19, 2015, same day as my son talked to ******, she stated that she could use the new certification for November to resubmit for previous billing for the months of April 2014 to current so that Apria would be able to recover all months. **** also mentioned that she would reimburse my credit card for November as Apria did not have permission to charge my account.  **** mentioned that November should be paid by the insurance as well as all previous months in question. This issue will not be resolved until Apria is paid by my insurance and according to **** they have all necessary documentation in possession from the physician to bill Medicare. As this point, I am still unclear whether this will be taken care of because of two different Apria employees giving me two different responses. This is the problem with Apria, no one seems to be on the same page and why this bill has gone unpaid this long.  The problem has always been with Apria, even though they mentioned that have tried to reach the physician for documentation several times with no response, it is still the job of Apria employees to get the documentation that is needed even if it might take someone calling everyday numerous times and following up to make sure problems like this do not happen. I am hopeful that **** will be able to revolve this for me, as this has been a lot of stress, headaches and time wasted on my end.         


Regards,

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



Business Response:

ITEM # 1: Ms. ******** states that she spoke with an Apria representative who informed her that she could use the November certification to resubmit the previous billing for the months of April 2014 to current. She states the representative also told her that she would reimburse her credit card for the November charges as Apria did not have permission to charge her account. Ms. ******** states her son spoke with me on the same day, which explained that she would need to file an appeal with Medicare with the documentation that Apria was unable to obtain from the physician.

Ms. ******** states she is still very unclear as to whether this will be taken care of because two different Apria employees gave two different responses. She states the problem has always been with Apria and its Apria employee’s job to get the documentation even if they have to call every day numerous times.

RESPONSE: As we explained in our first response, we tried to obtain the needed documentation from the physician multiple times. However, we were unable to obtain the documentation until November 2014. Apria works to obtain the needed documentation and bills the patients insurance as a courtesy. We explained to Ms. ******** what was needed before Medicare would pay and even provided her with documentation that did not qualify as she was going to see the physician.

We listened to the call that Ms. ********’ referred to in her complaint. ****, informed Ms. ******** that we needed the recertification in order to bill the insurance for the April – November claims. Which we had not received and did not know if the insurance would cover the claims if we received the documentation now. There was nothing stated in the call regarding a refund. On the call with Ms. ********’s son, I did explain that the patient could file an appeal on her behalf with Medicare, as we had not been able to obtain the qualifying documentation until November 2014. The doctor’s office is saying they sent the documentation to Apria, however, the documentation did not qualify per Medicare guidelines. If the doctor ‘s office can provide documentation to Ms. ******** that qualifies per Medicare guidelines, then I would suggest she file an appeal, however Apria never received that documentation.

As for Apria not having authorization to charge Ms. ********’s credit card, we have a signed Sale Service and Rental Agreement (“SSRA”) with the credit card information provided by Ms. ********. When Ms. ******** provided the credit card on the SSRA, she authorized Apria to automatically charge any co-pay, deductible or out of pocket not covered by the insurance.

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

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Kaiser, my health provider, ordered complete CPAP units from Apria Healthcare for me and my wife. Apria processed the order. We received a shipment on Oct 3, 2014. We received 2 Respironics CPAP's , but only 1 humidifier. I called to report the missing item since we cannot use my wifes's CPAP without the attached humidifier. We were promised shipment by October 6, Monday (I assumed their start of workday). The week passed and no package. I called Apria and was assured shipment on Monday (aain) October 13. The week passed and still no shipment. I do the same and called Apria, many times to complain (the first time was passed on to a supervisor but with Apria IT probably somewhere in India). Same process of assurance of shipment again on Monday, October 20, 2014. The ITEM was sent via FEDEX but what was left at my house is a FedEx paper that says person must be present to receive and sign for the item. Following day the same note appears on my door. I called Apria to ask why the need for somebody present when the first time they shipped my "incomplete" package they were just left on my porch. No one is at home as we all work for a living from 7am and back home at 7pm. Fedex delivery window is from 8am to 8pm. I called to have Apria change the order as initiated by their warehouse supervisor, but was told that it will just be sent back to Apria and I can just pick it up from their branch. By luck my daughter decided to come home early yesterday and by chance got the package, which was to have been delivered by October 13, 2014.Anyway, what is significant is that my wife and I who are very much dependent on our CPAP machine has suffered for the past 3 weeks obviously for not be able to use them. I actually had to let my wife use my unit. I just hope that the person or persons who had a role in this incident feel remorse

Desired Settlement: DesiredSettlementID: Not applicable Reprimand the person(s) who participated in this incident. An apology perhaps.

Business Response:

Item # 1:  Patient did not receive humidifier and it took Apria Healthcare 3 weeks to deliver to the patient
 
RESPONSE: I did review the account and found that there was a lot of miscommunication regarding this order and it had resulted in the order being cancelled then rekeyed but with the wrong branch. We do ship via FEDEX and they do require a signature to be sure the patient receives the equipment and it does not get stolen if left on the porch and the patient was upset that we could not leave on the porch. And when we had changed the order for the patient to come into the branch we had the wrong branch on the order. We have since provided the equipment to the patient and she is currently using to assist with her cpap therapy.
 
 
Sincerely,
***** *******
Customer Quality Supervisor
Customer Care Center

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Husband has diagnosed sleep apnea.His heart failure warranted a sleep study PAP machine ordered on 11/19/14.****** from Apria phoned on 11/21 said it would be 3-9 days to process the order.12/5/14 I phoned and was told a supervisor would call me back and the order would be escalated. No supervisor called back. 12/10/14 I phoned and requested a supervisor.Spoke to ********* ******* who informed me that the order was never processed and she would let me know why. She never let me know who was responsible for not processing the order nor why also never gave me feedback regarding informing her supervisor.Our conversations were on a recorded line and multiple emails were exchanged. Apria did not accept the doctors order and required additional documentation which caused further delay and was obtained after I spoke to the doctor on 12/17/14. I wrote a letter to *** ****** CEO on 12/17/14 documenting my complaint of negligence in processing the order. ********* called on 12/17/14 and said the machine was ready for pick up and that could be done Friday I said why not Thursday then she said ok. 12/18/14 y husband picked up the machine only to be told that the nasal pillows were not there and had to be shipped.More incompetence and negligence after an already unacceptable delay. That added insult to injury. Everyrhing should have been in order after weeks of incompetence.12/19/14 the nasal pillows arrived and one month from order date my husband started his machine. 12/30/14 ****** phoned in response to my letter spoke to my husband who told her to call me.She never did.I phoned her on 12/31 left a voicemail and 10 minutes later she phoned me back. ****** apologized and said she didnt know what I expected. I informed her that her verbal apology was unsatisfactory and I expected Apria to rectify the situation which they have not done. She said she would tell her supervisor about my dissatisfaction with an apology. I have never to this day heard from ****** again.

Desired Settlement: I request credit for the initial rental fee and a waiver of 3 months rental fee . I also request answers to why the order was never processed and what consequences were incurred by the responsible individual.I also want contact and an explanation from ******s supervisor whom on 12/31/14 she stated she would inform of my dissatisfaction and contact from *********s supervisor whom on either 12/10/14 or 12/11/14she stated she would inform of my complaint of negligence in processing my husbands order. Every reputable business concerned with customer satisfaction knows how to right a wrong.The consumer should not be asked what they expect but a reasonable offer should be made. I am beyond the point of tolerance for this gross neglect and now expect Apria to as I said rectify the situation in a manner satisfactory to me and my husband. A verbal apology is not sufficient at this point.

Business Response:

ITEM # 1: Original order was not processed

RESPONSE: Apria did cancel the order in error

ITEM#2: Wife called to talk with supervisor – Order not processed – Delay in processing time

RESPONSE:
Wife called on 12/10/2014 about husband’s order for CPAP machine still not processed – the call was handled by an Apria Representative in the Escalations Department. The representative reactivated the original CPAP order and started the verification process for a new CPAP. Apria’s Escalation Department is a department that consists of Lead Representatives that have been identified to handle the more complex and urgent issues.
Apria on 12/10/14 submitted for an authorization with the insurance and sent for a prescription needed to bill the insurance company on behalf of the patient.
12/12/14 – Apria received the authorization from the insurance company
12/17/14 – Apria received the prescription from the physician to bill the insurance on behalf of the patient
12/17/14 – The Escalation Department contacted the patient to setup the new machine in our local branch
12/18/14 – Patient came into the local branch and was setup on a new CPAP machine.

ITEM # 3: Patient is setup on the new CPAP machine but the supplies the patient wants are not available on the day of the setup

RESPONSE: Apria tries very hard to keep the most common CPAP supplies in stock and ready at the time the patient is being setup on the CPAP machine. Due to high demand and manufacturer delays the supplies do need to be shipped directly to the patient when necessary
12/18/14- Apria placed an order for the CPAP supplies to be shipped directly to the patient
12/19/14 – CPAP supplies were delivered to patient’s home by UPS – Tracking (****************** @ 12:34pm to the front door)

Sincerely,
**** ****
Escalation Desk 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,

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


Apria admitted canceling the order in error but still offer nothing to rectify this error. This error caused a delay in my husband starting his machine which benefits his heart failure by preventing sleep apnea. I clearly stated what I wanted and they have not addressed my requests. They have only stated the facts that I addressed in my complaint and admitted the error they made. It is totally unacceptable to me and I will make a complaint to the Attorney Generals office and the local news next. No one at Apria admitted this error to me nor has anyone had the decency to make amends and do more than verbally apologize. Aprias customer service is disgraceful and if we have another choice we will definitely seek that. I personally would never deal with them but it is my husbands account.

Business Response:

ITEM # 1: Credit for the initial rental fee and a waiver of 3 months rental fee.
 
RESPONSE: Apria bills the insurance company on behalf of the patient. Apria has a responsibility to charge the patient any coinsurance or deductible fees according to their plan with their insurance carrier. Charges are presented to the patient at the time of setup on the Apria Sales Service & Rental Agreement Form. This form is signed by the patient before receiving the medical equipment.

ITEM # 2: Answers to why the order was never processed and what consequences were incurred by the responsible individual
RESPONSE: Original order was cancelled in error. Apria has a Quality Assurance Policy in place to review and address any customer service errors. Apria does perform Corrective Actions with staff when deemed appropriate.

ITEM # 3: Contact and an explanation from ******’s supervisor whom on 12/31/14 she stated she would inform of my dissatisfaction and contact from *********’s supervisor whom on either 12/10/14 she stated she would inform of my complaint of negligence in processing my husband’s order.

RESPONSE: Apria has a process in place for internal escalations. The supervisor of the Escalation Department was informed and followed the progress of this order. This order was in the Escalation Department of Apria. The representatives mentioned on this item are Lead Representatives within Apria’s Escalation Department. They are highly qualified individuals trained to resolve more complex issues.


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

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I depend on supplemental oxygen everyday. I cannot survive without it. My complaint is that no one has been helping me with my medical needs. The item in question is an Inogen One Portable Concentratror. The concentrator is a rental through my insurance company GHI. I did not purchase the item. Insurance company pays Apria directly for the services. The company mission is to assist each client with their individual need, especially if your life depends on those needs. On 8/22/14, 8/28/14 I called Apria for replacement of electrical outlet that was not functioning well. 8/30/14 wrong part was delivered. On 9/6/14 wrong part was delivered again. On 10/14/14 called Apria again. 10/16/14 called Apria again. Forwarded an email to main office. 10/20/14 fowarded another email. 10/23/14 called corporate office. ****** said someone will contact me. 10/23/14 Branch Manager **** ****** called. Said he will put in order. 10/31/14 called Apria again. Customer service rep ***** said order will be submitted. 11/14/14 called Apria spoke to customer service rep ********. No help. Called corporate office. Spoke to ******. Both electrical and car charger not working at this point. Ms. ******** called. Told me request was not submitted until 10/31/14. I told her I will call her back the 1st of Dec. for update. Informed everyone from the beginning I was travelling Dec 15 and need items before I leave. Ms. ******** said waiting for someone at corporate to ok request. Called corporate again. Spoke to ******. Again she will have someone call me back. I am not getting any where with this company. Unfortunately they are the company my insurance honored. I need your assistance. As you can see I have been requesting this item since 8/22/14. Almost 3 months later, no help. I am very concern and scared about traveling with out these items, especially the car charger. Please help

Desired Settlement: I will like corporate to sign off on my request/requisition for both items. Electrical outlet and car charger for the Inogen One G2 Portable Concentrator before my traveling date of 12/15/14.

Business Response:

ITEM # 1:
Ms. ******* states that she was having numerous issues with her portable oxygen concentrator and contacted Apria many times, but to no avail.

RESPONSE:
Ms. *******’s physician ordered a specific portable oxygen concentrator that we normally do not supply. To accommodate her, we tracked down the only one we had left in the company, in our San Antonio branch. Ms. ******* was advised that since this wasn’t an item that is kept on the shelves, any supplies for it would have to be special ordered.

On 8/22/2014, Ms. ******* advised us of an electrical issue that she was having with the portable concentrator. That same day, a Respiratory Therapist called her and the issue wasn’t the machine itself, but the voltage in her office as the problem only occurred at work and not at home. On 10/16/2014, Ms. ******* called into our travel department, requesting an extra battery for her vacation. Since she didn’t receive the portable concentrator through that department, the battery would have to be special ordered.

On 10/23/2014, I advised Ms. ******* of our initial conversation about the availability of items for this machine, offered her a comparable portable concentrator so this wouldn’t be an ongoing issue and she wanted to stay with the one she had.

On 10/31/2014, Ms. ******* requested a car charger for the portable concentrator. This item had to be special ordered, which can take upwards of 6 weeks to be received. Ms. ******* followed up on December 1st to check on the status of the car charger. Since it still wasn’t received, I apologized and again offered her a comparable machine, which she refused. The new power adapter and car charger arrive to us on 12/5/14 and were delivered to Ms. ******* on that date.

Sincerely,
****** ******
Branch Manager
Brooklyn NY

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,

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

Response to Mr. ******.  Mr. ****** accommodated me because I had records of dates,  times and name of all customer service rep from his company that assured me that this particular portable was available at their company, nonetheless I appreciate his accommodation.

- Mr. ****** is incorrect in his response.  Yes, I thought it was an issue at the office with the voltage.  I then contacted Apria and informed them while at my house that the problem was not the voltage at my office.  That was already established.  If this was correct then ****, one of his worker will not have come out to my house on 8/30/14 (and other times also by Simeorn)  to retrieve the defected outlet as he was told to do. On 9/10/14, 10/14/14, 10/16/14, 10/20/14, 10/23/14, 10/23/14 (spoke to Mr. ******, stated he will put in order for electrical cord).  All the dates I listed above are records I have to show that calls were made to Apria to address this issue.  I have additional dates if they are needed.  I spoke to Mr. ****** on 10/23/14 where he stated that he will put in an order for the electrical outlet.  He responded to me because I contacted the main office via emails and land line.  Mr. ****** only responds when corporate office is called.  Mr. ****** has been sending his workers to my house since 8/30/14 (about 5 visits) to address the outlet issue to no avail.  Why does it take the company almost 5 months to replace an electrical cord?  Where is the priority to address my medical concern? Therefore to state that this issue was resolved base on the issue being my office voltage is clearly  false.

- In reponse to the battery, on 10/23/14 Mr. ****** informed me that the battery I will have to purchase, which I did. 

- In response to a comparable POC, the POC that Mr. ****** was offering me is heavier and bulkier.  This particular machine will not be able to be transported by me everyday since I go to work everyday.  I forwarded to Mr. ****** a letter from my psycician (which he requested) informing him that the particular POC that he wanted to replace with the current one will not benefit my health condition.

-I did not receive car charger.  The only item received was electrical outlet.  I have yet to receive car charger. 

Business Response:

 
RESPONSE: During my initial conversation with Ms. *******, I provided her with my direct number to contact me with any questions and concerns that she had and I responded to all of her calls and correspondence that was addressed to me. All of her calls to our customer service department were documented and every effort was made by them to resolve her issues.
 
Each visit made by our technicians was in effort to resolving Ms. *******’s issue and there were some discrepancies in what the problem truly was. The power cord in question comes in two sections and since either one or both parts were faulty, more than one visit was needed.
 
The difference between the portable concentrator that was offered to Ms. ******* and what she requested is 1.2 pounds. When she advised us that the extra size and weight was too heavy and bulk, we continued to find resolution for her.
 
The delay in any resolution with this matter was because of the limited availability of the requested product and accessories. Ms. ******* was advised of this when we initially accommodated her request. Though resolution wasn’t expedient as either party would have liked, all efforts were made to assist Ms. *******.
 
Sincerely,
****** ******
Branch Manager
Brooklyn NY
 
 

1/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: - Apria is billing me for services I did not order and did not receive. My account is now categorized as past due, even though I have purchased nothing from them. - I received two invoices from *********** on 15 December 2014 for services Apria claimed to have provided; one for $36.27 for CPAP Headgear and one for $77.73 for CPAP Mask. I did not order these items, and Apria did not send them to me, but still billed for them. - On 16 December I called the Apria California Billing Center, **************. The customer service representative at that time acknowledged that they had made a mistake billing me for those items and promised to reverse the charges. - On 12 January 2015 I received two more invoices from *********** for the same items, but this time with a warning that my account was now passed due. I called *********** and they said they never received a credit from Apria for the items. I called Apria and talked to ******", a team leader in the Billing Center. She said that Apria had credited the items on 16 December, and that I needed to talk to *********** for resolution. - Apria is giving me the run around. This problem was caused in the first place by Apria billing for items that I did not order.

Desired Settlement: - I want them to immediately credit the amounts to ***********, verify that *********** has accepted the credit, and then notify me in writing that I owe nothing. - I also want them to notify credit reporting agencies so that any reference to my account being passed due will be removed.

Business Response:

ITEM # 1: Mr. ****** states that he was charged for supplies that he did not receive and wants Apria to immediately credit the amounts back to ***********. He would like the credit verified by *********** and notify him in writing that he owes nothing. Mr. ****** also requesting to have the credit reporting agencies notified that his account was not past due and the records updated.

RESPONSE: We have reviewed Mr. ******’s account and found that a CPAP mask and headgear was ordered on November 20, 2014 through the automated system. A CPAP mask and headgear was shipped on November 21, 2014. Mr. ****** contacted Apria on December 9, 2014 and stated that he only received nasal pillows and does not need or want them. He stated the invoice was billing him for items he had not received. A FedEx ticket was sent out to Mr. ******’s to return the unwanted supplies.

Apria reversed the payment made by *********** on December 16, 2014, adjusted the open Apria balance and sent the recoupment payment request to ***********. As of January 19, 2015, *********** stated that the recoupments take at least 30 days to process and they are on the week of December 16, 2014 at this time. *********** stated they would document Mr. ******’s account that we called and questioned the recoupment again. *********** advised if Mr. ****** wants to call the patient billing department at ************ they would be able to verify the conversation. Once *********** completes the recoupment they will zero out Mr. ******’s account balance and update his records. 
Mr. ******’s is being billed by *********** at this time, his open Apria balance is $0.00. Any remarks made against his credit report will need to be updated by ***********. 

We do apologize for any inconvenience and miscommunication this may have caused as our goal is to ensure customer satisfaction as well as accurate billing.

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

1/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria sends wrong products and when called sends you to numerous reps who do not resolve the product issues or again sends the wrong products to me. When a supervisor is requested to call me no return phone calls come back as told they sat a I will get a return a call in 24-48 hours. I have made possibly 40 calls to the offices and keep getting transferred to other departments who keep transferring me. The latest issue is I ordered product and I was asked to provide my insurance info. When we called back to tell them I had no current insurance I told them I would pay cash and was told the order would be shipped. That was 2 weeks ago. My husband called and the order was not found and the rep said she would send the old prior order request which was then not shipped. Called again today and no order was sent out and a supervisor was asked to call me back. I have no order now for almost 4 weeks and I continue to get charged for the breathing machine which I have old parts for which I am told need to be replace continually. I have gotten extremely poor customer service since having this company. I had 3-4 wrong part orders in the beginning using the breathing machine, but now I just cant seem to get replacement parts. I work in the healthcare industry and this is the worst service I have ever experienced which wrong orders and no products being sent in a reasonable time and again continue to pay rent on the equipment. I would bet over a period of time I was charged for 41/2 months of usage while not having parts. EXTREAMLY FRUSTRATING spending about 15-18 hours of my time on the phone and picking up the product myself a few times to cut down on delivery times. I just want a working machine and replacement parts sent when needed...In a reasonable time.

Desired Settlement: I just want the product and a willing to pay for it when needed. Now spending so much of my time on the phone calling, I want 60 days of rental billing removed from the bill and supplies for 90 days. I think that would be a fair settlement. Again, All I am looking for is product to be sent when ordered in a reasonable time, a week be reasonable. And the right product when ordered and what was ordered.

Business Response:

ITEM # 1: Mrs. ********* ***** has been having several issues with trying to speak to the correct department for PAP supplies. She has spent multiple hours trying to contact Apria to get supplies and figure out if she has been over billed for her PAP unit.


RESPONSE: Contact was made with Mrs. ********* *****. Apria’s billing department is reviewing her account and I have asked it to be expedited to figure out if Mrs. ***** is owed any credits. At this time Mrs. ***** does not have any insurance so her PAP supplies are very expensive. Apria did send her one month supplies as of 01/07/2015 at the cost she would have paid when she had Blue Cross insurance. No mention of when Mrs. ***** will obtain insurance was discussed to lower her costs of PAP supplies.

Sincerely,
***** *******
Customer Service Supervisor
Apria Healthcare

1/29/2015 Billing/Collection Issues | Complaint Details Unavailable
1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/22/14 I called Apria Healthcare to order a CPAP mask & headgear. Customer Service ###-###-#### disconnected me 3 times when I was "put on hold." On the 4th call I spoke to **** x***** in "Escalation". I need an invoice that shows: (1) date of service, (2) item description and (3) price. Shipments come with packing slips that don't show the price. **** would not accept my order without advance payment. **** insisted I add filters and tubing for "medical safety reasons". The filters sent to me in prior orders do not fit my machine. I have extra tubing. **** transferred me to billing ###-###-#### without creating an order. **** in billing was very helpful. I requested any document similar to an invoice. She could not create an invoice b/c no order was in the system. She could send me a document based on a previous order. When I receive this document, I will call Apria "Supplies" a 5th time to place & pay for my order. My SECOND concern is that 2 years ago I changed insurance. That insurance covered equipment replacement every 6 months. My current insurance covers replacement equipment every 90 days. Customer Service would not create an order without adding tubing and filters, citing that it was "my doctor's orders". **** told me Apria employees are "trained to educate me" on "required supplies" based on "medical need". "Medical need" is determined by "insurance coverage". **** WAS VERY CLEAR ON THIS DISTINCTION. My current insurance covers 90 days, so my “medical need” changes from "6 months" to "90 days”. I clearly understood the importance of bacteria build-up, breakdown of mask cushion, leakage concerns, cleaning equipment, etc. before trying to place this order. **** would not transfer me to his supervisor. **** verified with her supervisors that ****'s department, "Supplies", is set up to provide me with the document I need. In prior orders, this has not been an issue. When I told **** I would report this to BBB, he didn't care.

Desired Settlement: The concept that "medical need" becomes more frequent when "insurance coverage" changes is simply poor business practice. I do appreciate that Apria knows what my insurance covers, because I would not be happy to place an order for something that would not be covered. To insist I have to purchase additional items I do not need is also a "for-profit" practice. Again, I clearly understood the importance of maintaining equipment due to risks of bacteria build-up, breakdown of mask cushion, leakage concerns, equipment cleaning frequency, etc. before trying to place this order. Having stated this to Customer Service, I would expect the conversation would move along to the actual ordering process rather than trying to argue this point. Customer Service clearly was bullying me into purchasing additional items. I can only guess this is to increase sales and overall profit for the company.

Business Response:

ITEM # 1: Mrs. ****** is requesting to be billed for her PAP supplies however, the insurance she has requires her to pay for the PAP supplies prior to Apria shipping the supplies to her. Apria’a billing department was able to send her a copy of the prior bill for her viewing.


RESPONSE: Three messages have been left for Mrs. ****** to call back. Here are the following dates of contact. Message left 1/19/2015, 1/20/2015 and 1/21/2015.
Sincerely,

***** *******
Customer Service Supervisor
Apria Healthcare

1/28/2015 Problems with Product/Service | Complaint Details Unavailable
1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm in receipt of Invoice # XXXXXXX in the amount of $104.XXXXA brief history about how I got billed this amount and why I disputed the charge with my credit card company which resulted in a credit to me. I've had sleep apnea for 25+ years and was renewing my prescription for a new CPAP machine. I went into ****** for a sleep study. I paid my co-pay and was given a mask (the one on the invoice) and a machine to take home and use for a nights sleep. Sleep study done - I returned to ****** so they could read the results of the machine and issue me a prescription. They gave me a list of vendors that sells the machines and I went to Apria to buy one. When I was at Apria purchasing the machine, I was brought an invoice for the machine I was there to purchase AND the mask that was given to me at ******. This was the first time I was ever informed about a charge for the mask. I discussed it with the tech and she acknowledged that ****** doesn't tell patients that an outside source would be billing me for a mask. I asked the tech how Apria intended to get paid if I hadn't actually been in there purchasing my CPAP machine. She replied that Apria would have gotten my billing information from ****** and sent me a bill. Lucky me, I was actually in Apria to now be "force-fed" this charge. When I left Apria that day, I called the sleep tech at ****** to ask her about the above scenario. I left her a voice mail and didn't hear back from her. I also contacted my credit card provider and disputed the charge. ****** never once informed of a charge for the mask. And, having used a CPAP machine for 25 years, I have 3 extra masks at home. Never would I have accepted a mask, had I been told I was actually buying it. I suggest you take this matter up with ******. I refuse to pay the charge and feel Apria should take a serious look at this misleading business practice. I would like an invoice showing the charge as cleared with zero due. In the even this isn't resolved, I'll be forced to make a consumer complaint with the Better Business Bureau.Do not contact me via the phone. All matters regarding this issue must be in writing and sent to the below address. Regards,**** ****** Order_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) They're threatening collection on my account. And, they have an automated phone system dialing me 2-3x per day. I want a letter from them saying I owe them nothing. I've never requested or contracted with them for this product or service. I take my credit very seriously and will pursue this matter.

Business Response:

ITEM # 1: Mr. ****** states he is being charged for a mask that he received from ****** Sleep lab that he was not informed he would have to pay for. Hs states he is receiving threatening collection calls and statements. Mr. ****** is requesting for the calls to stop and wants a letter stating that he owes nothing.

RESPONSE: We have reviewed Mr. ******’s account and found that he received a CPAP unit and mask on July 21, 2014. Mr. ****** signed the Sales Service and Rental Agreement and provided his card for the charges due. Apria charged Mr. ******’s credit card $569.90 for the sale of the CPAP unit and mask.

The charge of $104.20 for the mask was recouped by the credit card company on October 8, 2014, leaving Mr. ******’s balance $104.20. As a courtesy for the misunderstanding we have removed the charge of $104.20 from Mr. ******’s account as of today, leaving him a $0.0 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

1/23/2015 Problems with Product/Service | Complaint Details Unavailable
1/23/2015 Problems with Product/Service | Complaint Details Unavailable
1/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered some supplies for my husbands CPAP machine on 11/6/2014 but they were the wrong size/type for his machine. I called back on 11/7/14 to cancel the order and request an order for the correct supplies and confirm the refund of $24.95 (debited from my bank account on 11/6/14) which was cancelled. The customer service person suggested it could take up to 2 full weeks for the refund transaction to appear in my account. After 2 weeks and no refund, I called again and waited on hold for approx. 30 min but had to hang up. The next day I completed an online request form explaining that no refund had yet been issued and received an automated response that I would be contacted within 72 hours, but received no email or phone call from Apria. Approx one week later, I contact the service number again ###-###-#### and held again (never speaking to anyone) for approx. 30 min but had to hang up. I am currently (11:56am 12/22/14) on hold with the same customer service number now and have been holding for 48 minutes and have never had a live person pick up. I'm not sure what else to do to or who else to contact to follow up. The level or complete lack of of service is very poor and all I want is my $24.95 refund.

Desired Settlement: refund $24.95 that Apria has held onto since 12/6/14 (today's date is 12/22/14)

Business Response:

ITEM # 1: Mrs. ******* states that they have been waiting on a refund for over a month and cannot get anyone to assist them.

RESPONSE: We apologize for our delay in having the refund processed and that Mr. and Mrs. ******* has had issues with our phone system. We have reviewed Mr. *******’s account and found that the payment of $24.95 was applied to the November 6, 2014 claim and $4.55 was adjusted. The refund of $29.50 was processed on December 23, 2014. 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. Causes of why you are not satisfied with this resolution

I will consider this issue resolved ONLY when funds appear in my account as I was promised the same "resolution" in early Nov 2014 and the funds were never returned. 
I checked my account today 1/9/15 at 1:25pm MDT and funds are still not returned. 
Regards,

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



Business Response:

ITEM # 1: Mr. ******* states that the issue is not resolved until he receives his refund check.

RESPONSE: We issued Mr. ******* a refund check ******* in the amount of $29.50 on December 24, 2014 to the address on file. If Mr. ******* has still not received his refund check we request that he contact us to research the missing check. We apologize for any inconvenience this may have caused.

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

1/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was released from the hospital with oxygen, There was an order from the doctors to have the oxygen at home before my arrival. That was at 5 PM, I had to wait in the hospital for 5 hours before the oxygen was delivered at home.Then, on Thursday, Dec 11, my doctor faxed Apria a new prescription to change some cylinders, I called them to confirm, after one hour on hold on the phone, they could not find the fax. Finally they did and said it will be home next Monday. It is Wednesday 5 PM and the change has not taken place.

Desired Settlement: DesiredSettlementID: No settlement requested - for I do not want any settlement, I just would like to know why a vital service like oxygen and other medical equipment has such a bad customer service, since I suppose it is very expensive for the insurance companies. Besides that, they are abusing patient's health.

Business Response:

Item # 1:  Customer had to wait several hours to be released from the hospital due to waiting for Apria to deliver oxygen.
 
Item # 2:  Customer’s doctor changed prescription and faxed to Apria.  When customer called, was told Apria could not locate the fax.
 
Item # 3:  Customer’s oxygen delivery did not arrive on the day she was told.
 
RESPONSE
 
The prescription Apria received on 12/12/2014 did not indicate a need for a change in equipment.  The patient’s equipment at that time was appropriate to accomplish the change requested in the patient’s liter flow.
 
The cause for the delay to be discharged from the hospital was due to the fact that the original paperwork received by Apria Healthcare did not indicate a portable to be delivered to the hospital.  The established process with ****** ****** is that the ****** ****** employee sending orders in will contact our Apria Liaison covering ****** ******. There is a dedicated phone number and pager number for this contact during regular business hours. It does not appear that this process was followed by the ****** ****** employee that sent the orders in.
 
The home setup was processed through for delivery at 5:38pm and patient contact was made at that time. The driver attempted to initially contact the patient at home via phone for delivery at 6:44pm and made no contact, as the patient was still waiting at the hospital. Later that evening at 9:04pm paperwork was received by Apria from ****** ****** that the patient was provided with an E Portable System for discharge.
 
 
 
 
Sincerely,
 
******** ********
Area Customer Service Manager
Littleton, CO

1/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Misled my husband who was promised delivery of a CPAP almost two months ago! My husband, ****** *****, has been trying to get a CPAP device for almost two months. Apria Healthcare has all the medical information from his pulmonologist requested by the company. It is impossible to get someone to speak to at Apria and never does anyone return a call. Finally, he was able to get someone to speak to after may attempts who told ***** that his order was processed and that he would be receiving the CPAP within 3-9 days. That was the end of October! He started all over again with the same problems, blatant lies and now it is the end of November! No CPAP! This company has put his health at great risk! They appear to be unethical and threatening to consumers' health!!

Desired Settlement: He wants the CPAP IMMEDIATELY and this company needs to be exposed for their unethical business practice!

Consumer Response:

My husband, ***** *****, finally received the C-PAP on Friday, January 16 after almost two months of being lied to.  He had to drive a distance to pick it up.  The complaint can be closed. However, APRIA is a very unethical and questionable “business.”  Thank you  *** *****

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.

 

Business Response:

Better Business Bureau

San Diego, CA

Attn: **** ******  

Dispute and Information Analyst Lead

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

 

 

Re:  Apria Healthcare Inc.:   Irvine, CA  

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: Patient’s Wife: My husband, ****** *****, has been trying to get a CPAP device for almost two months. Apria Healthcare has all the medical information from his pulmonologist requested by the company. It is impossible to get someone to speak to at Apria and never does anyone return a call. Finally, he was able to get someone to speak to after many attempts who told ***** that his order was processed and that he would be receiving the CPAP within 3-9 days. That was the end of October!  But has yet to receive CPAP; patient’s wife feels Apria has put Mr. ***** health at great risk.

 

 

RESPONSE

Apria received order on 10/16/14 but order was missing back up documents including sleep study report, written order prior to delivery requirements set by Medicare including “length of need” and face to face notes. Doctor then send in a partial sleep study and face to face notes, but the written order prior to delivery requirements set by Medicare were still missing and Apria also needed the full sleep study report as only partial sleep study was submitted.

 

Apria requested remaining documents for patient’s doctor on 10/30/14; order was cancelled on 11/03/14 due to documents not being received.  It was reactivated on 11/12/14 and full sleep sturdy came in, but still missing written order prior to delivery requirements set by Medicare; order was then cancelled again on 11/29/14.


On 12/08/14 order was re-activated and documents were still missing written order prior to delivery requirements set by Medicare that included the “length of need” which had to be added for the WOPD (Written Order Prior to Delivery)  to be valid. 01/15/15 WOPD was received from patient’s doctor and patient receive CPAP on 01/19/15.

 

Apria is required by Medicare to have all qualifying documents before we can process an order fully; Because Apria didn’t receive qualifying documents after multiple try’s delivery of CPAP was delayed to Mr. *****.  Once qualifying document where received order was process fully and patient receive device.  

 

 

Sincerely,

 

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

Area Customer Service Manager for Towne Centre CCC

1/16/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In January, 2013, I moved my father, * ******* ******, closer to me so that I could better care for his health care issues. He has been on oxygen for 2 years, as needed, but that has increased to where the doctor says he needs it at all times. After the move, and the oxygen supplies were delivered, Apria from Lenexa, KS, asked for a credit card number, since they had not yet transferred the paperwork from Wichita, KS, where my father had previously lived. In Feb, 2014, we received a charge for $1000 on my father's credit card, saying that we did not have adequate documentation from a doctor. We immediately obtained that documentation, but Apria refuses to refund the previous charges. I asked for an itemization of charges, which took Apria until August, 2014 to provide for me. I then offered to pay for one month of service, as it was our responsibility to pay for the services received, but I asked Apria why they waited until December 2014 to deliver the invoiced to Medicare and Dad's supplemental insurance. They told me that there had been some confusion about what the name was on my father's account, ignoring the fact that he had other charges during that period from Apria for nebulizer and BPAP supplies that Medicare had paid. It had taken them nine months to resolve that issue, so they billed him for all 9 months at once, rather than asking us for the information at that time. Apria has refused to make any billing adjustments, even after I appealed to their billing headquarters in Jackson, Tenn.

Desired Settlement: I am asking them to refund 8 months of charges to my Dad, because the inefficiencies in their bookkeeping and the lack of communication resulted in a charge that we do not want to think is warranted, especially for a person who is on a very fixed and limited income.

Business Response: ITEM # 1:  
Mr. ****** states that his credit card was charged because Apria did not have the adequate documentation from his doctor to submit to Medicare. Mr. ****** is requesting to be refunded for the 8 months that was charged to his credit card. He states there have been billing inefficiencies in the bookkeeping and lack of communication.
RESPONSE
We have reviewed Mr. ******’s account and found that he received equipment and supplies from June 2010 – August 2014. We tried multiple times to obtain the needed documentation from Mr. ******’s physician and also informed Mr. ****** of the needed documentation to submit to his insurance.
However, we were unable to obtain the needed documentation and Mr. ****** signed an Advance Beneficiary Notice (‘ABN”) on January 23, 2013. The ABN stated “Medicare requires that a qualifying blood gas study be performed within 30 days prior to date that your physician ordered oxygen for you. Although the test results provided to us we were not able to obtain a copy of the actual test documentation. Therefore, we cannot determine if the test was performed in accordance with Medicare’s guidelines. Medicare also requires that your physician see you (the patient) and evaluate whether you need oxygen within 30 days prior to the date your oxygen equipment was ordered. We were not able to obtain documentation from your physician confirming that this required evaluation took place. “Mr. ****** checked option 1 which states “I want the items and/or services listed above (“Concentrator, Portable Oxygen System and Home fill”). You may ask to be paid now, but I also want Medicare billed for an official decision on payment, which is sent to me on a Medicare Summary Notice (MSN). I understand that if Medicare doesn’t pay, I am responsible for payment, but I can appeal to Medicare by following the directions on the MSN. If Medicare does pay, you will refund any payments I made to you, less co-pays or deductible.
Apria did confirm that Medicare had denied some of the claims because the patient’s name was incorrect on the claims, so they were corrected from “*******” to “C *******” and the claims resubmitted.
However, Medicare still denied the claims for “Not Deemed Medically Necessary” and Apria resubmitted the claims to Mr. ******’s secondary insurance. BCBS denied multiple claims at once and the balance was referred as Mr. ******’s responsibility. Mr. ****** had placed his credit card on file and authorized Apria to automatically charge the credit card for deductibles, co-payments, missed delivery charges and any other amounts not covered by insurance, therefore his credit card was charged for the amount due.
Mr. ****** has a $0.00 with Apria as of today and there are no pending claims on the account. The equipment has been picked up and there will be no future charges to the account. We have discussed the account details with Mr. ****** and family member multiple times.
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,

* ******


The only charges in question are the charges from February 2013-December 2013.  I am aware that Apria admitted fault in providing services prior to that time, and dismissed all charges.  If Apria had contacted us in a timely manner when the February services were charged, we could have quickly taken care of the discrepancy in the name.  We were never given that opportunity, but instead, Apria made the decision to wait 10 more months billing under the incorrect name, and now expects us to pay for services.

Of course Apria has been paid.  They billed it to their credit card, as they did on two other occasions which they admitted were erroneous.  The billing practices of Apria was the cause of us cancelling that card.  The bill continues to be in dispute on appeal with the credit card company.  Apria took away our agency in the matter when they decided to try to resolve the name problem on their own, instead of contacting us.  In that case, I do not feel we owe the bill.  Regardless of past problems with the account, the bill from the above referenced dates will not be paid until all appeals are exhausted, including the public media if necessary.

**** ******
Son and Attorney of Record for ** ******* ******

Business Response:

December 9, 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 the only charges in question are from February 2013 – December 2013. He states that Apria should have contacted him instead of trying to work the issues out and he will not pay until all appeals are exhausted.

 

RESPONSE: Apria did inform Mr. ****** that we were not able to obtain the needed documentation to submit to his insurance and he signed an Advance Beneficiary Notice (“ABN”) on January 23, 2013. The ABN stated “Medicare requires that a qualifying blood gas study be performed within 30 days prior to the date that your physician ordered oxygen for you. All though the test results were provided to Apria, we were not able to obtain a copy of the actual test documentation. Therefore, we cannot determine if the test was performed in accordance with Medicare’s guidelines. Medicare also requires that your physician see you (the patient) and evaluate whether you need oxygen within 30 days prior to the date your oxygen equipment was ordered. We were not able to obtain documentation from your physician confirming that this required evaluation took place”.  Mr. ****** checked option 1 which states “I want the items and/or services listed above (“Concentrator, Portable Oxygen System and Home fill). You may ask to be paid now, but I also want Medicare billed for an official decision on payment, which is sent to me on a Medicare Summary notice (MSN). I understand that if Medicare doesn’t pay I am responsible for payment, but I can appeal to Medicare by following directions on the MSN. If Medicare does pay, you will refund any payments I made to you, less co-pays or deductibles.

 

Medicare and **** ***** **** ****** denied the 2013 claims as “Not Deemed Medically Necessary” and “Documentation Requires’. Because Mr. ******  had placed his credit card on file and authorized Apria to automatically charge the credit card for deductibles, co-payments, missed delivery charges and any other amounts not covered by insurance, therefore his credit card was charged for the amounts due.

 

Sincerely,

 

****** ****

Billing Center Quality Specialist 

1/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria is supposed to deal with my primary insurance, Medicare, and my secondary insurance company, United Healthcare (UHC), for my CPAP supplies (as well as those of my wife, since she also has Medicare as her primary and UHC as her secondary coverage). My insurance coverage with United Healthcare has no co-pay for durable medical goods (the classification for my CPAP supplies). However, since I started on Medicare, Apria has consistently billed me for what it claims (in it's bill) is my "co-pay per insurance." I have dealt with my secondary insurance and Apria every time my wife and I received CPAP supplies (followed by a bill) from Apria, and I should never have a co-pay and I have never had to make a co-pay. Apria has now turned me over to a collection agency for my unpaid co-pay of $13.06. They have tried to get me to sign a contract with them saying I will pay any amount not covered by my insurance, but I have refused. They sent me a 12 page document they wanted me to sign was a "verification of delivery" and an "authorization for them to bill my insurance" but I read it and it was much more than that, so I didn't sign it. Their contract requires "mandatory arbitration" of disputes, but they turned my bill of $13.06 over to a collection agency, even though they know I don't owe them anything.

Desired Settlement: I want them to send me a letter acknowledging that neither me nor my wife owe them anything on our account for CPAP supplies.

Business Response:

ITEM # 1:
Mr. ****** states that he and his wife are being charged for amounts that should be covered by the insurance. He states that his account was referred to collections when he does not owe the amount being billed. Mr. ****** is requesting a letter acknowledging that neither he nor his wife owe anything for the supplies they received.

RESPONSE:
We have reviewed Mr. ******’s account and found that he ordered supplies on August 12, 2014 and we submitted claims to Medicare and United Health Care on his behalf. Medicare made their payment in the amount of 80% for each claim. United Health Care states that they paid $13.06, however Apria is in the process of trying to locate the payment, as of today the amount of $13.06 is pending under United Health Care.

The amount of $13.42 was referred as patient responsibility in error, which we have corrected by having the amount adjusted as of today, leaving Mr. ******’s account balance $0.00. The amount of $13.06 that was referred to collections for the May 2014 claim was removed December 24, 2014, leaving Mr. ****** a $0.00 balance with collections.

We reviewed Mrs. ******’s account and have referred the patient balance back under United Health Care to have the claims reviewed because they denied for lack of information. As of today Mrs. ****** has a $0.00 balance. We apologize for any inconvenience this may have caused. 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,

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

1/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On October 27, 2014, I picked up my new CPAP machine from the Altoona office of Apria Healthcare. They told me my copay would be paid using my credit card that was on file with them ($65.46). I told them that my out of pocket for the calendar year was paid so there should be no copay owed. My insurance paid for my supplies I purchased in September 2014 in full. On October 28, 2014, Apria Healthcare deducted $327.32 (the full amount) from my checking account without checking with Blue Cross/Blue Shield to see what was owed to them. I called Apria on October 28 and Apria admitted that they had made a mistake that my out of pocket had been met and I didn't owe anything and it would take 2 to 3 weeks to refund me. On December 1, 2014, I still had not received my refund from Apria so I called them again. Apria said they would refund the $327.32 to me by check and it would take approximately 14 days for me to receive the check. On December 15, 2014, I received the check but it was for $310.12 instead of the full amount. I called Apria again and they said they were waiting for another payment from my insurance company and they would refund the $17.20 that is still owed to me when they hear back from the insurance company.

Desired Settlement: I would like Apria Healthcare to refund me the additional $17.20 they owe me immediately instead of waiting another 2 months for them to refund. I would like to see them have a bad rating for their poor accounting practices. When they deducted the $327.32 from my checking account using my debit card they overdrew my account. They should have to wait until the insurance pays a claim instead of guessing what a client owes. Doctors and hospitals don't collect money from patients until after the insurance companies pays them and tells them what the balance is that the patients owe.

Business Response:

ITEM # 1: Ms. ****** stated we deducted $327.32 from her checking account without confirming what her BCBS insurance was responsible for. She stated we only refunded her $310.12 and she is requesting the additional amount of $17.20.

RESPONSE: We have reviewed Ms. ******’s account and confirmed that $327.32 was taken from her checking account on October 28th, 2014 before BCBS made payment on her account. Therefore Ms. ****** account reflected an overpayment of $327.32. On December 1st, 2014 a request was processed for Ms. ****** to receive a refund for $310.14 and not for the full amount.

We have submitted a request for Ms. ****** to receive a refund check for the additional amount of $17.10.

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

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

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria healthcare sent a bill to collection that my insurance had paid and that I had not only paid out of pocket but that apria had sent me a refund for last year. When I called they said it was a computer error and they would send me a refund again. While I was talking to them about that mess I also talked to them about a bill they had sent me for $35+ that they charged my credit cards over $600. When I ordered the supplies apria healthcare ran my credit card three time and said all three where denied the required another credit card number which they ran. When I received my credit card bill I called and apria healthcare sent me a refund for the charges minus the $35 that my insurance didn't pay. Then I stated receiving bills for the $35 when I would call one deportment says is paid and taken care of while another deportment says I owe it and they are sending me to collection for the money. I need help with this they are hurting my credit and harassing me several times a week for the second time for money I have already paid.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need apria healthcare to clear my account. Send me back the money that I paid collections. And stop calling. Also I need the errors taken off my credit report.

Business Response:

ITEM # 1: Ms. ******* states that Apria over charged his credit card for supplies and then refunded him. However, he was then referred to collections in error. Mr. ******* is requesting for Apria to clear his account balance, refund him the payment that he paid State Collections and remove the error from his credit report.

RESPONSE: We have reviewed Mr. *******’s account and found that he received supplies on July 26, 2013 and June, 30, 2014. Mr. ******* paid his co-pay amount of $2.69 and $20.45 in September 2013 for the July 26, 2013 claim. Mr. *******’s insurance paid the July 26, 2013 claim at 100% however the patient’s co-pay amount was not reversed off and refunded at the time.

When Mr. ******* ordered supplies in June 2014, there had been some issues with the credit card provided for his co-pay amount. The credit card was charged four times in the amount of $175.77 each time for a total of $703.08 in error in June 30, 2014. We apologize for this error and have used this as a training opportunity within our company to ensure this does not occur again.

Apria processed a refund in the amount of $667.93 on July 18, 2014 for the over charged amount. The co-pay amount of $35.15 was left applied to the June 30, 2014 claim. The insurance paid at 80% for the June 30, 2014 claim, leaving Mr. ******* responsible for the co-pay amount of $35.15.

On September 2, 2014, Apria received notice from the credit card company of a dispute on two of the $175.77 charges. Apria recouped $351.54 to the credit card company on September 24, 2014. However, this recoupment to the credit card was done in error as we had already refunded Mr. ******* $667.96 on July 18, 2014.

We reversed and adjusted $2.69 from July 18, 2013 claim plus an additional $20.45 was reversed and referred to collections in error for the July 18, 2013 claim as part of the credit card recoupment that was done. We show that Mr. ******* made a payment to State Collections in the amount of $20.45 on November 4, 2014. We understand that Mr. ******* did not owe the amount of $20.45 for this invoice, however he was over refunded, therefore this amount has been posted towards the over refunded amount.
Apria also reversed $35.15 from June 30, 2014 claim and rebilled Mr. ******* for the open co-pay amount. As a courtesy, Apria has adjusted the balance of $35.15.

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

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

1/15/2015 Billing/Collection Issues | Complaint Details Unavailable
1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: NO CALLS BACK BAD INFORMATION PROVIDED SLEEP APNEA MACHINE THAT THAT IS GIVING ME LOTS OF PROBLEMS FOR MONTHS.NO ONE WOULD COMEOUT TO SEE THE PROBLEM NOT TILL AFTER 6 CALLS OR MORE WAS I TOLD MY WARRANTY EXPIRED AND I NEED TO RENT A MACHINE,CONSTANT RUN AROUND NO CALL BACK VERY POOR CUSTOMER SERVICE COMPANY.SLEEP APNEA IS A LIFE THREATNING ILLNESS.TAKES FOREVER TO PROCESS ANYTHING OR GET SOMEONE ON THE PHONE

Desired Settlement: NO DAMAGES JUST WANT A NEW MACHINE!! OR THIS ONE FIXED THEY WASTED MY TIME FOR OVER 6 MONTHS

Business Response: Customer’s Statement of the Problem:
 
“No calls back bad information provided sleep apnea machine that that is giving me lots of problems for months.  No one would come out to see the problem not till after 6 calls or more was I told my warranty expired and I need to rent a machine, constant run around no call back very poor customer service company.  Sleep Apnea is a life threatening illness.  Takes forever to process anything or get someone on the phone.”
 
Desired Settlement:
 
No damages just want a new machine!! Or this one fixed they wasted my time for 6 months.
 
 
RESPONSE
 
Our Respiratory Therapist spoke to customer about his equipment and advised that he could try to obtain new equipment since his is having issues as his equipment is no longer under warranty.  Customer was also advised to discuss with his insurance to see if they would authorize a replacement unit. Customer was provided details on how to proceed with the repair process. The Respiratory Therapist left subsequent messages returning his calls to call back to further discuss his concerns.
 
In addition, the Branch Manager spoke with the customer and explained the process in getting his customer owned equipment repaired.  He was explained the possible out of pocket charges for the repair process and steps to have it completed.  The customer decided that since his machine is working but is getting an error that he might purchase another unit privately online in case his machine stops working completely.  The customer then thanked the Branch Manager for discussing what his options were.  He stated that he felt as though the Respiratory Therapist was not specific enough for him, but the Branch Manager helped to support what he was already told. 
 
After reviewing the account and speaking with the customer, the issue stemmed from an error reading for the SD Card which does not impair the functionality of the machine.  The card would not be inserted into the machine to ensure the error reading is not duplicated.  Since the equipment is owned by the customer and is no longer a rental item and is not covered under any warranty at this time, the financial responsibility for the repair of the equipment would be on the customer.  
 
Sincerely,
  **** *************
 Branch Manager
 

1/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Billing issues: I have disputed a bill with Apria, in writing. I never received a response to my letter. I started getting automated billing calls and I paid the disputed bill. I am still getting automated billing calls. I have never received an answer to my dispute, and I am getting automated billing calls for the bill that I paid, dispite the fact that it is in dispute. Calls to Apria end in hang-ups or indefinite hold.

Desired Settlement: I expect an answer to the written dispute that I submitted on Nov. 4, 2014. I expect the automated billing calls to end. I expect that I be reimbursed the amount in dispute unless Apria can justify otherwise.

Business Response: ITEM # 1:  
Mr. ***** states that he did not receive a written response to his November 4, 2014 dispute letter. He is requesting for the automated calls to stop. He also has requested to be reimbursed the amount in dispute unless Apria can justify otherwise.

RESPONSE
We have reviewed Mr. *****’s account and found the dispute letter he had sent in November 2014. We apologize that our representative did not contact Mr. ***** and discuss the billing issues with him, we have used this as a training opportunity. We have also removed his phone number from our automated calling system.

After further review of Mr. *****’s account, we found that he received a new BIPAP unit, humidifier and supplies on August 18, 2014. Mr. ***** has insurance coverage with **** which pays at 85% leaving Mr. ***** responsible for 15%.

On August 18, 2014 for the rental of the BIPAP unit, Apria billed the allowable amount of $214.00 to ****, which paid $181.90 leaving Mr. ***** a balance of $32.10, which paid $550.48, leaving Mr. ***** a balance of $97.15, which was paid on August 24, 2014.

The purchase claim was submitted to **** on September 18, 2014 in the amount of $1706.00, **** paid $1450.10, leaving Mr. ***** a balance of $255.90, which was paid on September 18, 2014 in the amount of $209.94 and on December 3, 2014 in the amount of $45.96.

Mr. *****’s open balance as of today is $0.00 with no pending dates 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
 

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria refused to take me on as a patient for CPAP. They contended that medical info from physician did not meet criteria for Medicare. But then they suggested that I see if the physician could find another firm similar to Apria that would. I found another firm that would. It seemed that Apria was unwilling to consult with the physician to find out what they needed in order to satisfy Medicare. The person from Apria was rude, dismissive, and unwilling to work with me to make this work. She seemed like all she wanted to do was to get me off the phone. Fact that another similar firm could make this work suggets to me that Apria failed to provide medical care and treatment as I imagine they are required to do.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Apria's Ethics Division to review whether this was a failure on Apria's part to provided medical care with their equipment.I would like their Customer Service Division to review how prospective customers are treated and to consider whether they are driving away profitable business by such practices as I experienced.

Business Response:

Item # 1:  Spoke with Mr. ******* and he was mostly concerned with the unwillingness of the Apria staff member to assist with why he would not qualify for a PAP device. He explained that he felt she was rude and would not offer to reach out to the referring physician to help qualify his order. He wanted to make sure he elevated his concerns to Apria.
 
RESPONSE
Mr. ******* was responsive to my return call which allowed him to express his concerns with the lack of customer service by Apria Healthcare. He stated that he would not pursue this issue any further.
 
Sincerely,
 
****** ** *******
Branch Manager
St. Peters MO

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I l consider this complaint resolved.

Regards,

****** *** *******

1/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a CPAP machine from Apria in Sierra Vista, Az. They were to bill Medicare and **** ***** of Arizona. My contracts are that Medicare pays first then **** *****. I do not have any co-pays or co-insurance to pay. Due to Apria filing the claim incorrectly after 3 payments Medicare denied future payment. So for 3 months Medicare paid their part and **** ***** the amount Medicare said I was liable for. After 3 months only **** ***** was paying. **** ***** has a contract with Apria that they must accept **** *****'s "Plan Allowance". They refuse to do that. I am constantly being billed for the difference between "submitted charges" and "plan allowance". In 2013 I had requested that they resubmit the original claims to Medicare correctly and appeal any further denials. They have not done so. My doctor's office contacted them (someone named ******) on 6/4/14 to no avail. I wrote them a certified letter June 6, 2014 and received not response. I have spoken to their local office with no results. This week I got a letter from a collection agency. While the amount involved is not large it is an amount that is not owed per their contract with **** ***** and my contract with **** *****

Desired Settlement: I wish any "balance due" they claim be removed and any credit reporting that they have done be reversed. I wish to receive confirmation of these action in writing

Business Response:

ITEM # 1: Ms. ******** states that Apria is not billing Medicare correct, therefore they are not paying and only **** ***** is paying after the first three months. She states that she should not be getting billed any amounts not covered by Medicare or **** ***** and wants the amounts referred to collections removed or any credit reporting that has been done removed.

RESPONSE: We have reviewed Ms. ********’s account and found that the CPAP unit is on hold pending Medicare compliance as of today (12-31-14). Medicare requires documentation, at various intervals, in order for a patient to qualify for reimbursement of both the initial set up of the equipment and ongoing therapy. We are not billing Medicare or **** as of today (2-31-14), we have been working on obtaining all the needed documentation to provide to Medicare so they will process the claims for the CPAP unit.

Apria has Medicare and **** loaded as Ms. ********’s primary and secondary insurance coverage. Although Apria files claims with Payors as a courtesy to our patients, patients are ultimately responsible for payment of Apria’s equipment and service charges. In the event coverage criteria or other Payor requirements are not met, Patients remain responsible for all portions of the “allowable” charges not covered by the applicable healthcare plan.

Ms. ******** received the CPAP unit on June 20, 2013, Apria submitted claims to Medicare and **** on Ms. ********’s behalf. Medicare and **** denied the June 20, 2013 claim and Apria adjusted the balance to $0.00. The July and August 2013 claims were paid by Medicare and ****, however then Medicare recouped the payments and **** was also refunded. We adjusted the balance for July and August 2013 claims to $0.00 also. The September, October and November 2013 claims were not paid by Medicare or ****, in which we adjusted the balance to $0.00. The December 2013, January, February, March, April, May, June and July 2014 claims were denied by Medicare, however **** did make payments in the amount of $78.19.

Medicare allowable amount for the CPAP unit is $105.29, **** will not pay over their allowable amount of $78.19. For December 2013 – April 2014 claims, the difference of $27.10 was adjusted, leaving a $0.00 balance. However, the additional amount for the May and June 2014 claims were referred as Ms. ********’s responsibility. These amounts referred to collections after they were unpaid, as of today we have removed the amount referred to collections, leaving Ms. ******** a $0.00 balance with West Asset Management. We also requested that any amount referred to Ms. ********’s credit report be updated and corrected.

The remaining co-pay amount for the July 2014 claim has been adjusted, leaving Ms. ******** a $0.00 balance as of today (12-31-14). The CPAP was on hold for August, September, October, November and December 2014.

There is one pending claim open as of today for supplies that Ms. ******** received on May 1, 2014. If Medicare or **** does not make payment for this invoice, the unpaid amount will be referred as Ms. ********’s responsibility.

Once Medicare has received all the needed documentation that they need, Apria will update the billing count on the CPAP unit and complete the rental 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

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 pending the outcome of the "one pending claim.

Regards,

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

1/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was told by the representative at my visit that I needed a debit card or credit card on file in order to receive my CPAC machine. I informed the rep. that I did not want my bill paid with my debit card, that I would rather I have billing statement sent to me and I would pay with a money order or a check. She told me that was no problem and that they wolf not take money out of my account, I just needed to have a card on file. The first bill came in the amount of 47.00$, before I could even pay the bill they had already debit my account for that amount and another charge I knew nothing about in the amount of 17.46. when I called Apria, I was then told that they don't send out statements, (I had one for the 47.00 but not the 17.00). I asked how could they even bill for two payments in one month and not send a statement for another amount and why did they even touch my account when U was told by their own Rep that no money would come out of my account. I got a over charge fee for the 17.00 one. It has been awhile and I have heard nothing from them. I am on a fix income, I can't afford anyone taking money from my account without my knowledge, no statement and certainly not two payments in one month. I believed they lied about needing a card on file and they have yet to explained to me what the $17.00 was for.

Desired Settlement: I want the $17.26 deposit back into my account and the ISF paid along with the $6.99 x10 days for the money not being in my account. I want them to send a statement once a month for my charges, I want them not ever touch my account again. They said I signed a firm stating they could do this, I don't remember signing it, but if I did, do they have a right to attack my account without my permission and for any amount they plead without a statement sent to me?

Business Response:

ITEM # 1:  
Ms. ***** states that she was informed that she needed to place her credit card on file when she received her CPAP unit, however the credit card would not be charged. She states that her credit card was charged and over drafted her account and she wants to be refunded and to never have her credit card charged again.
RESPONSE

We have reviewed Ms. *****’s account and found that when she received her CPAP unit on October 13, 2014, she signed a Sales Service and Rental Agreement (“SSRA”) and placed her credit card on file to secure the equipment. The credit card was placed as recurring in error, which charges for amounts not covered by her insurance.

Our billing department will assist with getting Ms. ***** refunded for the charges placed on her credit card and our local office will be contacting her to obtain documentation for proof of the overdraft fees and will assist with getting her refunded for those charges. We have removed the credit card from Ms. *****’s account so no other charges will occur. 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,

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

Also to inform you that I do have a copy of the sales agreement, however, the section inteferance to the credit card, that part I did not sign. So, if they have a copy like they inform you that they do...how come they said I signed it and I did not. My signature is not on that section of the agreement because I told the representative at the time that I was not signing that part of the agreement and I did not. I will certainly wait to see if they will reimburse me for the extra charges with no explanation and the overdraft fees. Thank you for you help. Much appreciated.

******* ***** 

1/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: an old company (WENT OUT OF BUSINESS) had sent me oxygen tank and oxygen electronic concentrator machine....the account was handed over to the new different company called APRIA HEALTH CARE................they sent me a few times ten and more page contracts to sign and the contracts seemed not good to me....asked for all kinds of fees and asked me to buy new machine if it broke and all kinds of annoying to me terms were in that contract so I never signed it and told them I did not want the machines and did not want to signthe contract nor do business with them...so they sent a trucker of theirs to pick up all their stuff....even so I continued to get bills for everything and continued to get the contract I did NOT like asking me to sign it...and people called my house...and i think I remember even someone knocked on the door and wanted to come in for me to sign the contract and they also asked me repeatedly to return the stuff or pay for it....I keep telling them it was returned and I have signed receipts so I spend half hour talking to someone and finally they say okay they fixed it and then it starts all over again....they even wanted me (someone from there called to ask me)to allegedly pretend I was there customer getting and using their stuff for several months that I did not even have it in the house...so that they could allegedly charge MEDICARE and get paid...that's what it sounded like to me...I am not a billing expert but it sounded like that to me...I refused...anyway...I want them to send me a FINAL BILL that says: in effect the following:ALL EQUIPMENT HAS BEEN RETURNED TO US(APRIA) AND RECEIVED FROM US IN PERFECT ORDER and only the last bill of $36 (for two last months) is outstanding and after the $36 is paid there shall be ZERO BALANCE due (the account is all paid up) and the equipment is all safely back in Apria's hands and Mr. ****** **** has NO obligation to Apria at all and owes zero to Apria Product_Or_Service: never purchased just rented Order_Number: reference code ***** Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Apria sends letter saying ****** **** has returned all the equipment in perfect working order and the total outstanding balance is $36 and no other bills will be sent to Mr. ****** ****.

Business Response:

ITEM # 1:  Mr. **** states that Apria is trying to charge him for equipment he no longer has. He is requesting a letter saying that the equipment was returned and the total outstanding balance is $36.00 and no other bills will be sent to him.

RESPONSE: We have reviewed Mr. ******’s account and found that his equipment was returned on August 18, 2014. We needed the face to face notes from the doctor and for the patient to sign a Sales, Service and Rental Agreement showing that they had received the equipment. Because we were unable to obtain the needed documentation we adjusted the open invoices, leaving Mr. **** with a $0.00.

There are no pending invoices, therefore Mr. **** will not receive any more calls or statements from Apria Healthcare. 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,

****** ****

1/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, Apria Healthcare forces you to give a credit card number at the time of purchase, and they will charge your card before a bill has been issued or your explanation of benefits is available. They billed numerous charges to my account, but didn't bill one, then sent me to collections for 23.14, after billing my credit card over 1000.00. They bill you for things that have already been paid. The wait to talk to someone about a bill is often over 20 minutes. After being sent to collections, the billing department ignored my calls, then refused to talk to me about the issue. I'm currently on hold, to talk to someone regarding this incident. My wait time has now exceeded 15 minutes. I've been transferred twice, trying to reach a customer service manager, but I don't think that he or she exists.

Desired Settlement: The stress and effort involved in doing business with Apria is much more than I bargained for. I could have purchased the same machine online, for less than half this price. I think they should refund half, if not all my money.

Business Response:

December 3, 2014

Better Business Bureau
Attn: ***** *****
Director of Operations
St. Louis, MO

Re: Apria Healthcare Inc: ******* **
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 miscommuaication on our part that inay have resulted in this complaint. Below is a brief
description of the complaint matter and our response.

Item#l
Mr. ****** states that he was required to provide his credit card when he received his equipment and Apria charged his
credit card and sent him to collections without billing his insurance. He states that he could have purchased the same
machine online, for less than half the price and thinks that Apria should refund him part or all of his payment

RESPONSE
We have researched Mr. ******'s account and found that he received a BIPAP unit and supplies on May 12,
2014. Apria verified that Mr. ****** had 80/20 insurance coverage with ************ ******, which Apria
submitted claims to on Mr. ******'s behalf ************ ******'s contract for a BIPAP unit states that it will
rent for 3 months then convert to sell at the remaining purchase price on the 4th month. 

When Mr. ******'s received the BIPAP unit and supplies on May 12,2014, he signed the Sales, Service and
Rental Agreement and provided his credit card for copay, deductible or out of pocket cost not covered by
************ Health.

Apria sent Mr. ******'s a statemetit on May 17th for the 20% copay for the BIPAP unit and supplies received on
May 12th in the amount of $124.70. Mr. ****** called and paid $91.64 by visa on June 12th. Mr. ****** called
on July 26th to dispute the open balance and the Apria representative explained the open balance and the
monthly 20% copay for the BIPAP unit.

Mr. ****** ordered supplies on August 20, 2014 and Apria quoted him the 20% copay amount and Mr. ******
updated his credit card on file. Mr. ******'s credit card was Charged for the copay and deductible amount
applied by ************ Health. ·

On October 20,2014, Apria converted the BIPAP to sale with a retro date of August 12, 2014 and charged Mr.
******'s credit card on file the 20% copay amount of$263.55. ************ Health paid $827.77 for the BIPAP
convert to sale and $214.05 towards Mr. ******'s yearly deductible and $275.92 towards his copay. Apria
charged the additional amount due of$226.42 on November 12, 2014.

After the amount of$23.14 was unpaid for 180 days it was referred to collections. As of November 21,2014
the amount of$23.14 was paid by Mr. ******.

As of today Mr. ****** has a $0.00 balance with no pending invoices. We have mailed him a spreadsheet for
his records showing all of the charges and payments since May 12, 2014. Apria has found no over payment on
Mr. ******'s account and the online prices are set at price that does not provide the needed customer service
for the set up of the equipment or setting changes if needed, nor does the online price submit claims to the
patients insurance on their behalf.

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

Sincerely,

****** ****

Billiling 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 statement from Apria was a good summary of my payment history but it failed to address it's poor customer service, long wait times, overpriced medical equipment, and poor billing procedures. Apria had no trouble billing my credit card on numerous occasions, so there was no reason I should have ever had an outstanding bill. There was also no reason to send me to collections for aprox. 24 dollars. This is poor billing practices and poor customer service. After being sent to the collection agency, nobody at Apria would take my call. After I paid the balance to the collection agency, I called to speak with a customer service manager at Apria, was trasferred three times, then disconnected. It was from my land line, so my called wasn't dropped. Nobody at the Albuquerque office can talk about billing, and it is next to impossible to get answers over the phone. 

This is a shady business, and they take advantage of people who have medical issues. They overcharge because the insurance company is willing to pay, and it is never clean how much/when you will be billed. They also hold your credit card for ransom and bill it before your insurance sends a statement of benefits. I will not accept an apology from this company! I want 14 dollars per hour for the 10 hours that I spent on hold/disputing charges. I will accept nothing less. 
Regards,

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



Business Response:

ITEM # 1:  Mr. ****** states that Apria failed to address its poor customer service, long wait times, overpriced medical equipment and poor billing procedures. He states that Apria holds his credit card for ransom and bill it before the insurance replies. Mr. ****** is requesting payment for his time that he spent on hold/disputing the charges.

RESPONSE Apria is working on improving our hold times and strive for excellent customer service. We apologize if Mr. ****** feels that he was not provided the excellent customer service that Apria strives to provide all of our customers. Apria has contracted prices set in place with Mr. ******’s insurance company in which Apria submits co-pay amounts that are not covered by the insurance. With the ongoing changes in healthcare, it is now part of our requirements before providing our service that we collect a credit card to ensure we have our payment secured for the services we provide.

Apria only charges the co-pay amount upfront before the claim has been processed by the insurance. After the insurance processes the claim, Apria will charge the patient any additional amount not covered by the insurance company.

We believe that we have taken all appropriate steps to correct the problem and apologize for any inconvenience this may have caused; however we cannot reimburse Mr. ****** for the time involved in resolving the problem.

Sincerely,

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

1/8/2015 Problems with Product/Service | Complaint Details Unavailable
1/8/2015 Problems with Product/Service | Complaint Details Unavailable
1/8/2015 Problems with Product/Service | Complaint Details Unavailable
12/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare is not available by phone to take orders for medical supplies

Desired Settlement: I live in ******, am elderly, am often short of breath, need my telephone lines to be open. I can't spend inordinate amounts of time on hold. I also can't afford to pay limitless long-distance bills because of businesses that don't man their phones and keep customers on hold for unreasonable time periods. From time to time, I need CPAP supplies, a kind of health supply for which Apria is the main provider in these parts. Apria Healthcare is by far the most irresponsible, unresponsive health-related business around. If I phone their number, I am on hold at least twenty minutes ... and no one ever picks up and I never get served. I have had all I can take from these irresponsible stupid people at Apria. My number is ************. It is a landline with an answering machine. I want THEM TO CALL ME. I want THEM to phone as many times as it takes, not play telephone tag demanding I call back but rather, but for THEM to CALL ME, until they reach me AND TAKE MY ORDER.

Business Response: ITEM # 1:
Complainant is frustrated with extensive hold times she has experienced and is in need of her pap supplies.

RESPONSE
Contact with patient was made and order for supplies has been placed and processed. Patient was upset with a letter she had received from collections due to a balance she sent in. Patient was advised that payment has been applied at this time.

Patient was experiencing difficulties in ordering supplies as she was not calling the Sleep Central phone number. She has been provided that phone number for future orders and expressed pleasure with the resolution provided.

Sincerely,
****** ********
Area Customer Service Manager
Sleep Central

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.

Company has not satisfied my need for CPAP (they mistakenly write 'Pap' as in 'Pap Smear') supplies.  A man saying he was from Respondent Company phoned me on 11/10/14 and said he would send the CPAP machine white paper filters I require and that the charge would be $6.23.  I received a parcel containing filters which are many times too small and DO NOT FIT my CPAP machine.  Respondent company is now demanding that I pay the $6.23.  I refuse to pay it and I am also not going to pay to return the wrong-sized filters.  

The filters reached me in the following manner.  The man who called me says he works for Apria, gave his phone number as 877-265-2426 ext. *****, and his name sounds like ******* ***** or ***** *****--hard to say, because he mumbles.  He did not give me a chance to check the stock number for the filters, and refused to hold the line to let me look.  Later, I checked my CPAP supply box and found wrappers giving the following info: the correct filters are Tiara Medical no. TCF-145. I called ***** a week ago and reported this.  He has not bothered to call back.  I also got a phone call from some woman calling herself "****** ***** ******" and saying she was calling from the same phone number, ext.*****.  I called her last week too, after the wrong filters arrived, and I left a message, and she too has not bothered to call back.      
I am also dissatisfied because Respondent Company has not shown me any evidence in writing that it will stop having its bill collector continue to dun me for payment I already made for a CPAP mask and hose many months ago.  During November, 2014, the Respondent Company has had a bill collector fraudulently contact me about that alleged debt.  To me, Respondent Company will not have resolved this complaint until and unless it assures me IN WRITING that I owe NOTHING.
To me, it looks obvious from Respondent Company's response to the BBB that they do not take this matter at all seriously -- they just do not give a **** about this one customer's complaint.  I am therefore contacting the federal Medicare system with this complaint, since Medicare regulates medical supply companies.  Moreover, if this matter is not resolved by Dec. 15, 2014, I will make further efforts to get the attention of this monster corporation by suing it in local court.  They have to resolve this, and I will not shut up until they do.

Regards,

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



Business Response: Item # 1: 
Company has not satisfied my need for CPAP (they mistakenly write 'Pap' as in 'Pap Smear') supplies. A man saying he was from Respondent Company phoned me on 11/10/14 and said he would send the CPAP machine white paper filters I require and that the charge would be $6.23. I received a parcel containing filters which are many times too small and DO NOT FIT my CPAP machine. Respondent company is now demanding that I pay the $6.23. I refuse to pay it and I am also not going to pay to return the wrong-sized filters.

The filters reached me in the following manner. The man who called me says he works for Apria, gave his phone number as 877-265-2426 ext. *****, and his name sounds like ******* ***** or ***** *****--hard to say, because he mumbles. He did not give me a chance to check the stock number for the filters, and refused to hold the line to let me look. Later, I checked my CPAP supply box and found wrappers giving the following info: the correct filters are Tiara Medical no. TCF-145. I called ***** a week ago and reported this. He has not bothered to call back. I also got a phone call from some woman calling herself "****** ***** ******" and saying she was calling from the same phone number, ext.*****. I called her last week too, after the wrong filters arrived, and I left a message, and she too has not bothered to call back.

I am also dissatisfied because Respondent Company has not shown me any evidence in writing that it will stop having its bill collector continue to dun me for payment I already made for a CPAP mask and hose many months ago. During November, 2014, the Respondent Company has had a bill collector fraudulently contact me about that alleged debt. To me, Respondent Company will not have resolved this complaint until and unless it assures me IN WRITING that I owe NOTHING.

To me, it looks obvious from Respondent Company's response to the BBB that they do not take this matter at all seriously -- they just do not give a shXT about this one customer's complaint. I am therefore contacting the federal Medicare system with this complaint, since Medicare regulates medical supply companies. Moreover, if this matter is not resolved by Dec. 15, 2014, I will make further efforts to get the attention of this monster corporation by suing it in local court. They have to resolve this, and I will not shut up until they do.
 
RESPONSE
Reviewing a recorded call, patient was contacted by a representative of the Escalation team who placed an order for filters for her.  The representative called the patient on 11/10/14 specifically to determine what type of filters and supplies the patient would require.  The patient requested disposable filters as she had gotten in the past.  The representative did ask the patient for additional information about her machine, specifically the name of the machine which the patient read directly from the machine.  It was identified that the filters had not been ordered for several years.  Apria did not have a record of any filter order in the system to reference and the product selection was made based upon the information that was provided to the representative.  During this call, the patient also asked about Billing.  The escalation rep identified to the patient that he did not see an open balance, but that he was not in the billing department so that he would not be able to research that appropriately.  Patient understood.
 
On 11/14/14, it is identifiable that the patient called back in to the escalation representative.  It is also identifiable that the representative attempted to return the patients call unsuccessfully, however, he did leave a message for her return call.  The specific representative has been out of the office for a week.  The patient was provided the number for Sleep Central, but there has been no further contact received.  In spite of the representative being unable to reach the patient, he did proceed to correct the order and ship new supplies which were delivered 11/24/14.  Note that these supplies were shipped at no-charge and the patient and insurance has only been billed for filters once, which is correct and accurate.  It is not cost effective to pick up the errant filters, thus the patient is free to do as she wishes with them and may rest assured herself and insurance have not been billed.
 
Reviewing the billing on the account, the $48.05 from collections has been recalled for a date of service of 04/14/14.
 
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

To BBB San Diego                          Nov. 25, 2014
info@sandiegobbb.org (by email)

This is another followup to my BBB complaint no. #******** against Apria Healthcare.

Today is November 25, 2015.  Apria has just delivered to my home another
batch of CPAP filters that do not fit my CPAP machine.  They appear to be
identical to CPAP filters I already complained about to the BBB because they
do not fit my machine.  I have already corresponded with the BBB pointing
out that wrappers for the filters that fit my machine bear a label "Tiara Medical
TCF-145" and these are the correct size.  Apria keeps sending me something else.

One of the reasons I complained to the BBB is that I can't get anyone at Apria to assist me 
on the phone.  The wait times are interminable, and any number I call, I get redirected
four or five times, and usually, they disconnect on me and I get a recorded message
"If you want to make a call, hang up and try again."  Today, I found on my home answering 

machine a message from a man who appears to be in India, with one of those thick Indian 
accents, saying he is  calling from Apria.  He spoke at such low volume that in the middle of his
message, the answering machine cut him off because it could not detect his voice.  I
tried my best to phone the callback number he gave, but on dialing what I could make out
of what he said was the number,  I got a fax tone.

My insurer is called Meritus Health Partners, of Tempe, Arizona,  I have already written
them asking if they can recommend some other health equipment provider for CPAP 
supplies, because of the hopeless stupidity of Apria.  I can't do business with an idiot
outfit like Apria.  My concern about Apria now is that the wrong filters they enclosed today 
come with a billing invoice and I will not pay for their repeated acts of stupidity.  I will sue them
first.  I am sending a copy of this letter to Meritus.

I want to add that I think ethics impose a limit on decency in the realm of how 
healthcare corporations treat individuals.  To me, Meritus has long since crossed the
limit in my case.  This is not just corporate stupidity any more, it has become meanness
and taunting.  A corporation like Apria is well aware that many of its customers are 
elderly, ill, dependent, and have limited time on Earth.  It is an ethical outrage for a 
healthcare corporation to make it necessary for an aging customer like me to waste my time 
complaining about them and their stupid misconduct.  I have limited time to live - time that it is 
an ethical outrage for a corporation to waste by humiliating the customer with its stupid **** 
over and over and over and over.  

****** *******
**** ** ******* ***
****** **  *****
************
Meritus policy no. **********
Meritus address: Ste. 113, 2005 W. 14th St., Tempe AZ  85281


Regards,

Miriam Klaiman



12/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria ******care tried to charge my charge card for an amount I owed them on 4/7/14 without my consent. The amount was for $185.55 a balance that ******** did not cover for durable medical supplies for a sleep apnea machine. I was receiving and paying statements from them for other charges, however, the amount of $185.55 never was on a statement until the 6/16/14 statement. While I was making payments on this amount, $50.00 pd on 7/18/14, $50.00 pd 8/14/14 and $50.00 pd on 8/27/14, Apria turned me over to a collection agency for the balance of $20.10. I was never warned by letter, statement of phone that I was going to be turned over to a collection agency. I received a letter from the West Assets Mgt. Collection agency dated 8/29/14. When I called to discuss it with Apria the male representative I spoke to after waiting on the phone for 30 minutes said he couldn't help me. I proceeded to ask to speak to his supervisor and he hung up on me. Then Apria billed me for $15.11 and I paid that amount to avoid any further collection. However, this amount was paid by my secondary insurance, ****** ****** ****. The Apria ******care has discrepancies in their accounting and billing procedures. I have all the paperwork to substantiate my claims. When I spoke to ******** about this they filed a complaint on this matter through their resolution department. ****** ******care has even sent a letter to Apria not to bill me for amounts they have paid. The amounts that UHC has paid have not shown up on any of my statements. I am willing to mail you all of my documentation. Apria is carrying on unscrupulous business practices with their accounting and billing system. Apria owes me $15.11. Thank you for your prompt attention. ******* *******

Desired Settlement: I would like a refund of $15.11 that UHC paid and I paid to Apria. Additionally, I would like to have the Apria ******care placed on the BBB radar for questionable and uncanny accounting and billing practices. Thank you

Business Response: ITEM # 1:  
Ms. ******* stated that Apria ******care tried to charge her credit card for an amount of $185.55 on April 7, 2014 without her consent. She stated that she was receiving and paying statements on other charges, however she never received a bill for $185.55 until June 16, 2014. She stated that she was making $50.00 payments from July 14, 2014, August 14, 2014 and August 27, 2014. She stated that while she was making these payments she was turned over to collections in the amount of $20.10 without notice.
Ms. ******* stated that she called to discuss this with an Apria representative when she was able to reach someone she was advised that the representative could not assist her, she then asked for a supervisor and Ms. ******* stated that she was hung up on. Ms. ******* is asking to be refunded in the amount of $15.11 she paid and that ****** ******care paid as well.


RESPONSE
We have reviewed Ms. *******’s account and the charge applied to her credit card in the amount of $185.55 due to her card was set up for automatic pay since January 31, 2012. Ms. ******* called in to dispute this and she was refunded in the amount of $185.55. She did not receive a bill for this amount until June due to the card was set up on her account this way.

Ms. ******* did make one payment of $20.10, two $50.00 dollar payments and one $45.25 payment totaling $165.35 received June, July, August and September. This left a total on her account of $20.10 as listed on her billing statement date of June 16, 2014. The balance of $20.15 was on Ms. ******* account for seven months and automatically rolled to collections. Apria’s policy is after 180 business days the balance automatically rolls to collections due to non payment. Ms. ******* is asking to be refunded in the amount of $15.11 at this time but there is no refund to be given. ****** ******care has stated on several invoices that Ms. ******* is responsible for the balance due to not having met her deductible.  
In regards to the call that she made to Apria and Ms. ******* stated that she was hung up on. We have pulled the call that she had made and the Apria representative did not hang up on Ms. ******* the call was placed on mute as the representative was looking for a supervisor to take the call as Ms. ******* asked to speak to a supervisor. Once the representative returned to the call Ms. ******* was not on the line. Ms. ******* disconnected the call and was not hung up on    per the call recording. 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:

December 16, 2014

 

 

Better Business Bureau

San Diego, CA

Attn: **** ******  

Dispute and Information Analyst Lead

sgoelz@sandiego.bbb.org

 

 

Re:  Apria ******care Inc.:   Jackson TN

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: 

Ms. ******* states that Apria charged her credit card $185.55 without discussing it with her first or having authorization. She states she was sent to collections in the amount of $20.15 without receiving a notice first. Ms. ******* also states that Apria  has billed her for amounts that were paid by her secondary ****** ****** ****.

 

RESPONSE

We have reviewed Ms. ******* account and found that she gave Apria authorization to place her credit card on file as recurring. When the credit card is placed on file as recurring any amounts not covered by the insurance will be charged to the patient’s credit card. When ****** ****** **** denied payments on some of the claims, Apria charged the amount of $185.55 to her credit card on April 5, 2014. Ms. ******* informed Apria on April 18, 2014 that she was going to dispute the credit card charge of $185.55 with her credit card and the agent removed her credit card from the system.

 

Apria received notice of the credit card take back in the amount of $185.55 on May 21, 2014. Apria generated a new statement and sent it to Ms. ******* on June 16, 2014, showing a beginning balance of $20.15, current charge of $185.55 for a balance of $205.70.

 

Apria continued to send statements to Ms. ******* for the amount not covered by her insurance. After the February 24, 2014 date of service was left unpaid for 180 days it was referred to collections in the amount of $20.15, which was paid on October 13, 2014. We have no record of any payments received by ****** ****** **** that we also charged Ms. ******* for the same date of service.

 

As of today Ms. ******* has a $0.00 balance with Apria and collections, however there are two pending dates of service as of today for October and November 24, 2014 dates of service. If either ******** or ****** ****** **** denies payment, the amount will be referred to Ms. ******* as her responsibility.

 

Sincerely,

****** ****

 

 

12/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have multiple issues with Apria Healthcare. If this is how they treat their medical customers, they need to be shut down or have their license revoked. This started at the beginning of this year January 2014. My CPAP machine broke. I took it into the local branch to have it fixed. I also purchased a brand new machine at the same time. My broken one needed to be sent into the manufacturer to see if it could be fixed. About 2-3 weeks later my broken CPAP showed up in the mail. It was never sent to the manufacturer. I later found it was lost in the local branch office and was sent to my address by mistake. I now had to wait for the whole process to start all over again. I think it was March when i received a call that said it would be a couple hundred dollars to be fixed. I was advised at that time there would be no charge due to the mix up. Good thing i bought the new one or would have gone over 2 months without my CPAP. On May 20th, 2014 i contacted Apria (which i have done multiple times in the past 3-4 years) to get new medical equipment. Specifically it was time for new pillows or a new mask. I placed an order for 3 pillows so i do not have to order this every month or so. At the end of June I called them back asking where my order was. I was told it was back ordered and I should receive it after the Holiday (July 4). I called the company back at the end of July. The agent was at a loss for words that I have not received my order in over 2 months. She give me some lame excuse about it was suppose to fulfilled by the local office and not the 800 number. I was promised a supervisor would call me back. I received no call. I called Apria again for the last time August 14th, 2014. I immediately requested a supervisor so i would not have to repeat myself. Surprisingly there was not a supervisor available but i was assured and promised one would call me back in 24 hours. Today is August 25th and still no one from Apria cares about my business.

Desired Settlement: I have wasted so much of my time trying to order products and continue giving them my business. I don't know what their normal process is but definitely think someone should be contacting me when my order is not fulfilled in what? a week? 2 weeks? Every time I call they find my order and see the date it was placed. People DIE from sleep apnea all the time. It really shows Apria only cares about making money and not their customers - specially when I request a call back and get nothing!! I want someone at the executive level to show they care about their customers. I don't want a supervisor or manager calling me back at this point. That would mean absolutely nothing to me. What would they say to my wife if I died because of their neglect getting me my medical supplies? I actually just got off the phone with my insurance company, my doctor and Lincare. I am going to one of their competitors to see if they can show me what customer service and priority is fulfilling medical orders.

Business Response: ITEM # 1:  
Delay in equipment repair and billing error.

RESPONSE
Equipment has been repaired and shipped to Mr. *******; billing error has been corrected.

Sincerely,
**** ******
Market Leader
 

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 keeps wasting my time. Yes I have my machine (read the complaint again). How about answering why no one called me when it was lost in your office? Again, calling your customers...a brand new concept to APRIA. It is now past September 20th as I type this and still no contact from APRIA regarding my order placed on May 20th. That would now put me over 4 months without my medical supplies. Obviously you read my original complaint and only responded to what was finally fixed and not addressing the issue at hand. Where is my medical equipment order? I can honestly say it is not a back order item as your competitor was able to get me supplies in less than a week. I guess they understand the importance of supplying medical equipment to customers. 

Regards,

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


Business Response: Re:  Apria Healthcare Inc:   Cincinnati, OH
BBB Rebuttal Case Number: ********


Dear Ms.******: 

This letter is in response to the rebuttal referenced above submitted by ***** *******
to the Better Business Bureau.  We apologize for any miscommunication on our part that may have resulted in this rebuttal. Below is a brief description of the rebuttal matter and our response.   

Delayed Communication and Supplies

RESPONSE:  Communications were delayed unfortunately due to the misplacement of equipment. Supplies were not shipped due to recurring credit card not being on file per company policy.  We apologize for any inconveniences.


Sincerely, 


**** ******

 

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 am sorry it took so long to respond. I gave up reading my emails after waiting months. They sent me medical supplies previously because I had a credit card on file. If there was no longer a credit card and this is a must, then why did 3 so called customer service representatives tell me my order was placed. They never once asked for a credit card to continue my order. Why did APRIA not call me and ask for a credit card? Did they not want my business? An order was placed in error on their part and I called them 3 times to get my supplies. I would like my complaint to stand and have this recorded against the business. Apria is horrible with customer service and their response is completely ridiculous. You don't blame a customer unless I refused to give my credit card.

Regards,

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



12/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Better Business Bureau,April Health has poor customer service. They scheduled an appointment one month ago for me to check my oxygenator so I received a phone call today in the morning telling me they would be here after noon on 11/5/2014 and called the same day of the appointment with no person calling, just a machine leaving a message. This was poor notice because I need to go to a chiropractor in the afternoon. Thus, I had to call them and wait for 20 minutes on the phone to get the scheduled appointment changed. I have to go to a chiropractor twice a week in the afternoon. Why can't Apria call 2-3 days ahead and why can't I talk to a person? After waiting for 20 minutes on the phone to talk to a customer service representative I am told that I will have a technician come between 5 - 9 p.m. to service my oxygenator on 11/5/2014. This is a horrible appointment time, with them arriving as late as 9 p.m. I get poor service every time I need service with Apria and this has been going on for about two years. Apria's poor service must be improved with reduced phone wait times, better planned scheduling with 2-3 days notice from a person, and appointment times need to be between 8 a.m. to 5 p.m.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Apria's poor service must be improved with reduced phone wait times ( 5 minutes or less), better planned scheduling with 2-3 days notice from a person calling, and appointment times need to be between 8 a.m. to 5 p.m.

Business Response: Item # 1:  Customer upset received an automated message the day of her delivery to confirm her delivery time.  Customer preferred to get a call from a live person 2-3 days in advance of her scheduled delivery.
 
Item # 2:  Customer upset with delivery times.  Customer prefers that all deliveries are made between 8:00 am and 5:00 pm.
 
RESPONSE
 
Apria Healthcare contacts our patients via an automated calling system on the day of their delivery to confirm a delivery time window.  If the time given is not convenient for the customer, they can call us to reschedule and can request a specific time window for delivery that best suits their needs.
 
Due to the fact that we deliver life-sustaining medical equipment, we do not limit our delivery hours to only 8:00 am to 5:00 pm.
 
Sincerely,
 
******** ********
Area Customer Service Manager
Littleton, CO
 

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 wait times to schedule a window for an appointment are way too long and must be under 5 minutes. I cannot wait 20-25 minutes or more to get an Apria Customer Service person on the phone. This compliant will not be resolved until Apria gets their wait times under 5 minutes 90% of the time. I experience long wait times too often.  Thank you.

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

Business Response: Item # 1: Customer states Apria’s wait times to schedule an appointment for delivery need to be under 5 minutes 90% of the time.


RESPONSE

Apria Healthcare contacts our patients via an automated calling system on the day of their delivery to confirm a delivery time window. If the time given is not convenient for the customer, they can call us to reschedule and can request a specific time window for delivery that best suits their needs. Ms. ******’s suggestions for our service levels are recognized. Apria has made several recent enhancements to our phone system, which include an automated system for checking delivery times and rescheduling appointments to reduce long hold times.


Sincerely,

******** ********
Area Customer Service Manager
Littleton, CO

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 states they have made phone changes recently to reduce response times and I did not experience this recently. Thank you. 

12/18/2014 Billing/Collection Issues | Read Complaint Details
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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

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 BBB noted that the 'Company resolved the complaint issues'.  This case is definitely not closed and not resolved.  Apria took over a month to respond!  You closed this case after not hearing from me for 10 days!  My schedule has been hectic lately, thus my delayed response.
 
I am not at all satisfied with Apria's response.  ****** **** seems to dwell on my compliance level with the insurance company's requirement.  That is not the issue at all for me or for Apria.  The real issue is Apria's predatory billing practices.  It is not fair and not right to treat consumers this way.
Apria Fallacy #1 '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.' 
Response - I authorized Apria to use my credit card for the $13.62 copay that I was getting billed monthly.  I did not authorize Apria to use my credit card for the $246.73 bill that they charged on 3/20 and 4/20.
 
Apria Fallacy #2 'We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.'
Response - There was never any communication.  I was never contacted in any form about the cost change or to get my authorization for the $246.73 bill that they charged on 3/20 and 4/20.  In addition to that there were several confusing billing statements sent out with other seemingly random amounts.  I could not tell what I was being charged and what it was for.
Had Apria informed me of what they were going to do with the charges I would have returned the equipment immediately.  Apria should have contacted me for approval on the large price increase to make sure it was acceptable and that I could afford it.  What business can get away with not informing customers of large prices increases and expect customers to just accept it.  The answer is none.  This is clearly a deceptive business practice and horrible disservice to customers!!
 
Apria just does not care about their customers.  It shows in Amanda Lane's response and when you talk to their billing people.  I will be following up this complaint with other consumer advocate agencies as well because this it is just not fair and not right to treat consumers this way.  This needs to change.
 
Sincerely,
**** *******
 

Business Response:

Re: Apria Healthcare Inc: Jackson, TN
BBB Complaint Case Number: ********
Apria Patien 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
Mr. ******* states that he does not agree with Apria's response regarding the billing, charges to his credit card and
communication.

RESPONSE
We understand Mr. ******* is upset and frustrated with Apria. We are dedicated to helping him resolve the issues
that have occurred. Wo have reviewed the account and found that Mr. ******* gave authorization to set up his credit
card for any charges not covered by Humana more than once. We apologize if Mr. ******* did not understand what
he given authorization for. When the patient gives authorization for Apria to attach the credit card to the equipment
all uncovered charges are billed to the credit card.

We have spoken with Mr. ******* multiple times regarding the billing and explained the amounts due was because
he was non compliance with his usage. We explained to him that the equipment was placed into self pay when
Humana mailed him and Apria a letter of non compliance. Therefore,  Mr. ******* had been informed that he would
be responsible for the full monthly charge.

We apologize for the inconvenience that Mr. ******* has gone through, however Apria feels that we did
communicate and try to assist with resolution on the account issues.

Sincerely,

****** ****

Billing Center Quality Specialist

12/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since 2012 my wife used Apria for oxygen therapy from the Machesney Park, IL Apria and in CT when visiting our daughter. At ** ******* ******** in Jan 2014 for her lung transplant, we bought a nebulizer system on our CC for $241.05. On 2-11-14, we returned all rental oxy tanks and other supplies as they were no longer needed. My next CC statement had a $59.50 charge posted 4-28-14. Reviewing my records, I couldn’t find any such charge-nothing been paid/posted since the Jan 2014 charge. In late May/early June 2014, I called the local Apria (815-921-8000) and “national” Apria (866-838-4762) to find out more of the charge. Individuals at both numbers found no reference to this charge for any date. Based on this, I entered a charge dispute with my CC company. A week after, Apria called & threatened my wife with collections if we didn’t pay the $59.50 in 10 days. She asked them to call back to talk to me. They did not. I called the Machesney Park, IL office on 6-25-14 and relayed the scenario, including the threatening call. She was again unable to find any charge in IL, WI, or Ct since the charge made in January, nor ANY record of any $59.50 charge for ANYTHING, nor ANY outstanding balance within any of the 3 states noted. A couple days later I received notice from my CC company that my cc dispute with APRIA was resolved, and my account credited back the $59.50. I assumed Apria had reversed their decision that I owed $59.50 Shortly after, I got a new statement dated 6-25-14 from Apria for $59.50 from 1-13-14 for “Misapplied payment”. Within 2 days my wife got another call from Apria, AGAIN threatening to send us to collections if the statement wasn‘t paid in 10 days, while the statement gave us 2 more weeks. My wife gave in and made the payment over the phone with our CC. NOBODY: 1. has ANY record of what the $59.50 was for, or when. 2. can find a record that we failed to make a payment for ANYTHING. 3. can locate ANY record of ANY outstanding balance at ANY time.

Desired Settlement: I would like to know why Apria threatens its customer’s with “collections” for a balance due that nobody has any record of – I OR APRIA? “Misapplied payment” sure sounds like a payment was made to and received by Apria, but that someone at Apria misapplied it an incorrect account or outstanding balance. Assuming this is the logical definition, I would like to know why a payment which was apparently “misapplied” needs to be paid AGAIN by me? If it doesn’t mean that, I would like someone to explain what it does mean. Ultimately – I need to know when the $59.50 was originally posted and what it was for. I would also like to know why Apria has NO record of a $59.50 charge, and how can Apria charge me an amount when their systems say there is NO outstanding balance – ANYWHERE???

Business Response: ITEM # 1:
Mrs. ******** is requesting that we provide when her payment of $59.50 was originally posted to her account and what the charge was for and why Apria has no record of the payment.
  
RESPONSE
We have reviewed Mrs. ********’s account and confirmed that she received a nebulizer machine and supplies on January 13th, 2014. We submitted claims to the insurance Anthem BCBS for payment and they paid claims at 90%. The patient was responsible for a co-pay of $59.50 this was paid by Mrs. ******** on May 3rd, 2014 and applied to that date of service.

On June 9th, 2014 the payment was reversed off that invoice dated January 13th, 2014 as misapplied because Mrs. ******** disputed the charge with her credit card company and the amount paid to Apria was credited back to her credit card leaving an open balance of $59.50.
On July 7th, 2014 Mrs. ******** made a credit card payment toward the open balance and it was applied to the account on July 12th, 2014. At this time Mrs. ******** has a zero balance with 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
 

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.


On January 13, 2014, an Apria employee hand delivered the nebulizer and supplies to my wife at the hospital, and waited for payment.   I was handed an invoice for $241.05.   I paid $24.11 at that time on my CC.   My 2-2014 CC statement confirms this charge.

The claim Apria submitted to BCBS for Jan 13, 2014 was for $369.78.   Why the amount submitted to BCBS differs to what I was given on January 13 at the time the equipment and supplies were delivered is a separate and curious question.

 Apria’s response to the BBB states that BCBS paid the submitted claim @ 90% leaving me the balance @10%.   10% of $369.78 is NOT $59.50.

In addition, as I stated previously, on both occasions that I called Apria’s local and national offices, no one could locate ANY charge for $59.50 – billed, invoiced, paid, or outstanding – at ANY time.

Apria’s information is not consistent, and continues to be questionable, as has every previous issue I have had with them regarding billing and service on other equipment and supply issues I have had with them.   They have never satisfactorily answered any of my previous concerns, and have actually gone out of their way to ignore them.

All I require to resolve this issue is a complete financial breakdown of every charge and payment related to any transaction which occurred on January 13, 2014.   Specifically a financial breakdown that shows where the $59.50 comes from.


Regards,

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



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 Mr. ****** ******** on behalf ofMrs. ******** ********, to the Better Business Bmeau. We apologize for any miscommunication on our part that may have resulted in
this eomplairi.t. Below is a brief description of the complaint matter and our response.

Item#1
Mr. ******** states that the billing does not add up and he is requesting to be sent a comPlete financial breakdown of the
January 13, 2014 transaction.

RESPONSE
We have mailed Mr. and Mrs. ******** a spreadsheet of the January 13, 2014 transaction showing the amount
billed to Anthem, insurance allowable amount, insurance paid amount, insurance amount applied as patient
responsibility, patient billed amount and patient paid amount.
AB of today Mrs. ******** has a $0.00 balance, with no pending invoices, we apologize for any
miscommunication this may have caused.

Sincerely,

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

12/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 6/27/13, my husband **** contacted Apria to order supplies for his CPAP machine. We have done this several times over the years, with a cost of roughly $35. This time, we eventually received a bill in approximately September 2013 for $177.17. We had not been told by Apria that there would be this substantial price difference, in fact, we were given no information at all regarding cost. The actual bill we received was from a company called CareCentrix, who does Apria's billing. When we called to find out how to return the unopened and unused parts due to this unexpected price, we were given a huge run-around. CareCentrix said we had to talk to Apria, while Apria said we had to talk to CareCentrix. Finally, after numerous phone calls and attempts to resolve the issue, I went in person to the Apria office to try to get a resolution. The manager there refused to accept any of the products back, saying that it had been more than 30 days since the order was placed and therefore there was nothing he could do. I explained to him that it was well within 30 days since I received the first bill and therefore, within 30 days of me first knowing the price. He refused to work with me or bend at all. Neither could he explain any reason for the five-fold increase in price, just repeating a word salad that made no sense hoping something would shut me up. Eventually I left the products in his office and walked out, and told him to figure it out because I am not keeping the products and I am not paying for them. I am still getting billed for the full amount and the account has now been sent to collections. I will not pay for these items since they are in Apria's possession, not mine. All were unopened, sealed packages.

Desired Settlement: I want the charges reversed for the products I returned to Apria, with a statement in writing that I do not owe this money to CareCentrix or to Apria. I also want all collection activities to cease and to be removed from my credit report, if they have been reported.

Business Response: ITEM # 1:  
Mrs. **** states that the supplies were returned to the local office once they received a bill from Care Centrix. She is requesting that the charges be reversed for the supplies that were returned and a statement be written that they do not owe the balance to Care Centrix. They also want all activities to cease and to be removed from their credit report.

RESPONSE
We have reviewed Mr. ****’s account and found that he received supplies on June 27, 2013. Apria submitted claims to Care Centrix on his behalf per Cigna’s contract with Care Centrix to handle their billing. Care Centrix paid Apria at 100% and submitted a claim to Cigna on behalf of Mr. ****. I Cigna applied co-pay, deductible or out of pocket to the June 27, 2014 claims, Care Centrix would bill the patient for his responsible amount due.

Apria has no record of any supplies being returned to the local office. However, to assist with resolution on this matter, Apria has contacted Care Centrix to recoup their payments made. Therefore, after they have recouped their payment, Care Centrix will have to recall the amount that was referred to their collection agency and request that the amount be removed from Mr. ****’s credit report if reported.

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

12/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I brought a c-pap machine from apria for my sleep apena it does not work called apria more than once about my machine talked to cherl she and apria did nothing to help me machine has a two year warranty on it thank you tom *****

Desired Settlement: DesiredSettlementID: Replacement refund

Business Response:

Re:  Apria Healthcare Inc:   Pleasant Valley, MO

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:  Mr. ***** contacted the Pleasant Valley, MO office in May of 2014 to express his concern that his heated humidifier on his cpap machine was not using enough water.  He was concerned that the unit was defective.

 

RESPONSE

 

·         On 5/6/14, the patient contacted the PV office to speak with the respiratory therapist. 

·         On 5/6, the respiratory therapist called the patient back and left a voicemail with her contact information.

·         On 5/14/14, the patient called back stating that his humidifier was not working.

·         On 5/15, the call was returned and another v/m left.

·         On 5/15 the patient did call back and the respiratory therapist attempted to trouble shoot the issue over the phone.  The patient continually interrupted the therapist and stated that the unit doesn’t work.  Finally, therapist agreed to exchange the unit on the 23rd of May.

·         On 5/23/14, the patient did not show up for his appointment to exchange the unit.  A call was placed to him and a voicemail left asking him to call back and re-schedule his appointment.  The patient did call back and stated he would not make his appointment.  He stated that the bus does not drop him close enough to the office to come.  The patient disconnected the call.

·         On 6/6/14, the patient was again a no show for his appointment to exchange the unit.

·         On 8/1/14, the patient spoke with the branch and was offered a same day appointment to address his pressure concerns as well as his humidifier issues.  He refused the appointment and demanded a Saturday appointment.  Given the patient’s history of not being present for scheduled appointments his request was refused.  He called the therapist an expletive and disconnected the call.

·         On 8/1/14, the patient contacted the call center very upset stating that his pressure needed to be reset.  He stated that when he called the local branch, the person he spoke to did not help him and hung up the phone on him.  Patient requested a Saturday appointment.  Patient called a third time stating that he refused to work the local branch any longer.  He wanted to visit the Lenexa branch.  A order was sent to the Lenexa branch to contact the patient and address his concerns.

·         On 8/5/14, the patient contacted Apria again and stated he wanted a call now or he was calling the news and suing Apria.  An appointment was scheduled in the Lenexa office for 8/11.

·         On 8/11, the patient’s cpap and heated humidifier were warranty exchanged.

·         On 8/28, the patient called the Lenexa branch demanding to speak with the RT there.  It was offered for the RT to call him back and he refused.  Patient hung up the phone.

 

 

 

Sincerely,

***** ******

Branch Manager

Pleasant Valley MO 

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Father needs oxygen over 6 hours still no oxygen extremely poor customer service My father was released from ****** ****** ******** in F** ******** ** on 11/24/14 we have been trying to get oxygen for my father for the last 6 hrs. There is a prescription for this it is 10:18 pm still no oxygen. We have talked to 8 people from Apria and still waiting. Terrible customer service with no answers . This is a health care company !!!!!! REALLY unbelievable . They asked us for more info in which we responded with and still nothing. I talked with Rebecca (supervisor) and she apologized for their bad service she said she would call back in a 1/2 hour an hour later we called back and yet still no answer for when they will be here to drop of the O2 machine. We have been on hold for at least a total of an hour with these calls. We will also be calling the State of Colorado (DORA) to file a complaint on this. This is completely ridiculous for this company to be treating a patient that needs Oxygen like this

Desired Settlement: All I want is this company to take responsibility and to and acknowledge that there customer service is broken and needs repaired

Business Response: ITEM # 1:  
Delay in Service and Customer Service Response time.
 
RESPONSE
I want to sincerely apologize for the delay in care and the challenges you faced when contacting our Customer Care on behalf of Mr. **** ****. I understand your frustration and concern with the delay in setting up her father’s oxygen as his health is most important. We will make every effort to ensure appropriate procedures are put in place so that this type of delay does not occur again, I also want to assure you that we are reviewing our current phone response times so that we can provide the best customer service possible.


Sincerely,
******** *****
Area 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,

***** ****

12/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My doctor sent a prescription for a CPAP machine to Apria Healthcare. Someone from Apria in Gilbert Arizona then called me and said I would have to pay $843.12 in advance for the machine. I gave her my debit card number. I then went to the local Apria branch and collected my machine and was given a “Sales, Service, and Rental Agreement” as a receipt. The receipt shows “Amount Collected” $843.12, but it also says “Amount Due for this Order” of $787.26. I asked about this and was told to contact Billing to have it c***ected. My credit card was charged both amounts although I only authorized $843.12. I contacted Billing but was told they could not explain why I was being charged $843.12 and $787.26. They contacted the branch directly but said no one was answering the phone. Billing then told me that they couldn’t help me and that I should just dispute the charge. I contacted my bank and disputed the charge. Furthermore, the receipt I received included an itemized list of charges that totaled $787.26. But there was no description provided other than "Amount Collected" for the $843.12 that I actually authorized payment for. I have tried to contact Apria several times and have talked to 7 or 8 different people. I have been told by some that they couldn't help me or that I needed to talk to someone different or have been transferred to someone else. I have been given the run-around by several people and have been told by some that they could find no record of an invoice in their system or no record of my account. I have tried to access my account on their web site but was required to enter an account number and a "reference code," neither of which I have. When I asked Apria to provide those to me, they gave me the account number but said they didn't have the "reference code." I am therefore unable to access my account online.

Desired Settlement: I was told that the CPAP machine would cost $843.12 and I authorized payment for that amount. However, I was charged an additional $787.26, which I did not authorize. The receipt I was given explains in detail the $787.26 charge, but no explanation is given for the $843.12. This is a problem for two reasons. First, I'm being charged for something that I didn't authorize payment for, and no one at Apria, not even their billing department, can provide me with an explanation, or seems to have any knowledge or where the charge is coming from. Second, and possibly more important, I can get reimbursed for this machine by my employer, but in order to do that, I have to submit a receipt explaining the charges, which I don't have. Apria needs to either charge me the amount I agreed to, or explain to me why they are charging me a different amount, which I have not authorized. In either case, I need a detailed, itemized receipt.

Business Response: Resolution Narrative:
ITEM # 1:
Mr. *** states that he was informed the CPAP machine would cost $843.12 and he authorized the payment to be charged to his bank account. However, Apria charged an additional $787.26, which he states he did not authorize. He states that he needs a receipt explaining the charges to get reimbursed by his employer, which he does not have.

RESPONSE
Mr. *** simultaneously filed a complaint with Apria’s corporate office along with the complaint to the Better Business Bureau. We called and discussed the account with Mr. *** on November 24, 2014 and apologized for the second charge of $787.26 being charged in error. Mr. *** informed us that he had already filed a dispute with his bank for the $787.26 charge. Once Apria receives the dispute from the bank, the $787.26 will be recouped back to the bank.

We explained to him the charges for the CPAP unit and supplies that he received on November 13, 2014. Apria charge him for his co-pay and deductible amount because we had been informed that his yearly deductible had not been met. As of today we are waiting on UHC to process the claims, once that has been completed we will apply the remaining amount of Mr. ***’s $843.12 payment to the invoices and send him an itemized statement for his records to submit to his employer.

Mr. *** stated that he had not received his heated tubing; therefore we followed up with him on November 25, 2014 regarding the supplies. We apologize for any inconvenience this may have caused and have used the errors that occurred as a training opportunity. Mr. *** has a direct Apria representative’s phone number for any questions or issues that he should have.

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

12/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I spoke with someone concerning an order for CPAP supplies. First, everywhere I called I was on hold for between 10-25 minutes. I received the wrong amt of supplies and supplies that I did not order. Also, I was told by four different people 4 different descriptions of what I was allowed to order. In the end I had to conference the insurance company in to clarify the issue. I was told that notes were being entered into the system. But they were not. I called seven different numbers and was told by each to talk to someone else. No one could help with the wrong order. I spent two hours on the phone to no avail

Desired Settlement: I would like the situation taken care of. I do not want to be on hold. I want to speak with someone who can help without being shunted from one number to the next. I would also like to know that the information about what supplies I can get are in the notes

Business Response:

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

Dear Ms. *****:

This letter is mre sponse to the complaint referenced above submitted by Avram ***** to the
Better Business Bureau. We apologize for any miscommunication on our part 1hat may have
Jesulted m this complaint. Below is a brief description of the complaint matter and our response.

ITEM# 1:
Mr. ***** states long hold times for customer service, wrong amount of supplies, and items he
did not order.

RESPONSE
Vice President of Customer Service contacted Mr. ***** in May to discuss his concerns. The
Vice President gave Mr. A.sner the direct 800# to call Sleep Central to order his supplies. To
avoid multiple transfers he ad\ised him to press option 3. The Vice President followed up with
Mr. ***** in June and Mr. ***** reported smooth ordering with minjmaJ hold times.

Sincerely,

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

12/10/2014 Delivery Issues | Complaint Details Unavailable
12/8/2014 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.



Business Response:

Rc: 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 ***** 1. ***** to the
Better Business Bureau. We apologize for any miscommunication on our part diat may have
resulted in this complaint. Below is a brief dcsmiption of the complaint matter and our response.

Item#1
The patient states Apria did not Say she would be responsible for the balance. The patient stated
she told the representative she needed to know the entire cost before ordering. The patient stated
she knew her coverage with Kaiser wasn't the best and that they paid for nothing. She stated she
was told it would only cost $26.00 and she paid it. She made certain of the cost. She feels as if
Apria is wrong. 

RESPONSE
I have reviewed the account. The patient has a high deductible plan with Kaiser. When
the order was place, the representative collected the thirty percent co-insurance and
informed the patient she may be billed separately for any deductible or out of pocket that
is not covered by the insurance. The patient's insurance, Kaiser, applied her deductible
towards the July 1, 2014 date of service in the amount of$104.98. This is a valid balance
and will remain as patient responsibility.

Again, we apologize for any miscommunication on this matter.

Sincerely,

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

Isuue 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.  However, I do NOT have documentation, only that I paid $26 and a bill for the rest.  It comes down to one thing: their representative did NOT say I'd be billed for anything else.  I was asking because I could replace my equipment in a few more months through medicare.  I asked if that was the whole cost and she said "yes."  If they have a recording of her saying what they claim, let's hear it.  They do not and although I realize I have their product, I wouldn't have purchased it knowing what the rep did not tell me.

Regards,

***** *****

12/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: my husband got a CPAP machine from Apria healthcare local store and paid 400.80$ on 3-18-14 and was told that was our deductable for the machine, he used a discover card which he asked if it would be charged again and they told him no. 7-24-14 found a 214$ charge on the discover card and then looked back and found another charge for 80$ on 3-26-14 and then had several more charges appeared on discover card (10.70$ on 8-19-14 and 45.40$ on 8-22-14), tried contacting them and could not get a hold of them so went though the discover card to stop and block all charges. We received a bill from Apria for 53$ we tried contacting them because we hadn't received a shipment and we were told that we had paid our portion up front. My husband called was on hold for 15 min person never came back then it hung up on him , next day he called again on hold for 45 min same thing no body came back and it hung up on him , we received another bill with a total of 150$ ( including the past balance of 53$ and 45 misapplied fee which i assume as a late fee) , called again today on hold for 10 min lady never came back, tried calling back at least a 10 min wait to get a person on the phone. I do not mind paying what we owe but we were told we wouldn't owe anything else and they wouldn't charge our card they have done nothing but lie to us and keep trying to get money and wont even try to explain why they say we owe money

Desired Settlement: i want someone at the company to contact me ( manager or above) to call me and figure out what is going on and so i can dispute charges present and past

Business Response: ITEM # 1:  
Mrs. ****’s request that someone at the company contact her to discuss the credit card issues so she can figure out what is going on and dispute the charges.

RESPONSE
We have reviewed Mr. ****’s account and found that he signed the Sales Service and Rental Agreement at set up giving authorization for Apria to charge any amounts not covered by Anthem. We tried to contact Mr. or Mrs. ****’s; however we had to leave a message with our number for them to contact us back.

We have mailed them a copy of the signed Sales, Service and Rental Agreement and a breakdown of all of the charges and payments made to Mr. ****’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
 

12/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Apria Healthcare for almost three years, and I have found them to be consistently difficult to do business with. Their representatives are not well-trained, and often hang up on you as soon as they answer the phone, their website seldom works, and worst of all are their billing practices. A year ago, I returned my CPAP machine, and paid all of my outstanding account balances. At this point our business was concluded and I was no longer using their services. I was assured at the time that I was up-to-date on payments, that I would have nothing further to pay, and would not receive any bills from them- ever. Well, a month ago I received another bill from them. It states 'previous balance' as the explanation, and the date of service is 9/24/2013. After over a year without their services, they have gone back on their word. At the time I paid up on my account I was assured that there were no outstanding approvals we were waiting on from insurance- which was incorrect. Not once, but twice have they now billed me after I was told I wouldn't receive anything else.

Desired Settlement: I would like the $37.20 balance to refunded, with a letter that explicitly states that my account is up to date and that I owe nothing.

Business Response: ITEM # 1:
Ms. ****** states that she would like the $37.20 balance refunded to her and a letter that explicitly states that her account is up to date and that she owes nothing.

RESPONSE
We have reviewed Ms. ******’s account and found that she received a CPAP unit from Apria on December 24, 2012. Apria submitted claims to John Muir – Aetna for the 2012 claim and John Muir – BS for the 2013 claims on behalf of Ms. ******.

The insurance requires download of CPAP usage to make sure the patient is compliant with their use. If the patient is non-compliant the insurance will not provide authorization for the equipment. The first download that was done, Ms. ****** was non-compliant and we tried to reach her multiple times to obtain a second download. However, we were unable to obtain and the insurance would not provide authorization, therefore denied the claims for the CPAP rental.

Ms. ****** returned the CPAP unit to Apria on November 19, 2013 and stated that she was not using it. Ms. ****** did make payments to Apria for the denied claims; however there was one pending claim for the September 24, 2013 claim. This claim was not denied and referred as patient responsibility until October 2, 2014 and Ms. ******’s payment in the amount of $37.20 posted and applied to her account on November 8, 2014.

As of today Ms. ****** has a $0.00 balance with Apria and there are no pending claims left unpaid by the insurance or Ms. ******. Ms. ****** does not have an overpayment on her account, therefore there will be no refund processed.

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

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

12/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back on September 2013, I contacted Apria's billing severvices (acccount **********) for what I have been thinking were rental services for a cpap machine. I have been off that machine for at least three years prior.Additionally, I contacted vendor to let them know that my insurance was ending for I had gotten laid off after almost 14 years of service.At the time of the call, I was told that the services were not for a rental fee, but a six month contract of maintenance (machine was never ever touched by them so for years, I paid for unwanted services). I asked lady on phone to eliminate such contract and to stop billing me. Apria's response that only my insurance company could cancel the contract. I contacted Aetna who was the carrier of my plan and that time and they were surprised to hear such advice. Aetna CSR department contacted them and they call me back to let me know that services were terminated and that the bill was settled.I am now in collection for the services back in September and Aetna has notified me that Apria has bill for an extra 300 plus dollars for 2014 (which were denied for no coverage).Services were unnecessary and unrequested since I do not even own the cpap machine any more. Product_Or_Service: CPAP Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Charges to be dropped, account to be taken off collection status, and Apria stop billing for these services.

Business Response:

Re: Apria Healthcare Inc: Jackson. IN
BBB Complaint Case Number: *********
Apria Pat;tent ID#: **** ******

Dear Ms. *****:

This letter is in response to the complaint referenced above submitted by Mr. ********* to the
Betier 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 his balance be adjusted and removed from collections and for
the billing on his account to be discontinued.

RESPONSE
We have reviewed Mr. ********* account and confirmed that on April 16th, 2007 he
received a CPAP UNIT from Apria. At the time of service he had Aetna as insurance
coverage. Under his Aetna insurance agreement the equipment rented for 1 0 months then
started billing under a maintenance and service agreement which bills every 6 months
twice a year.

Mr. ********* would have to contact Aetna to confirm if they would issue a purchase
authorization to Apria so that the equipment would be converted to sale. I have also
requested that the balance of $58.84 be removed from collections and the amount will not
reflect on his credit report. We do apologize for the miscommunication as our goal is to
ensure customer satisfaction as well as accurate billing.

 

Sincerely,

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

Billing Center Quality Specialist

12/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I received my cpap machine from Apria, I was required to give them my debit card number. Apria billed Medicare and Humana for the charges which were on two invoices. When Apria received payment from Medicare, they immediately deducted the balances of the invoices from my bank account. When I inquired of Apria about this, I was told that Humana had rejected the claim, which was a lie. I contacted Humana and was informed that they had paid the claim on Oct, 30 and provided me with a check #. I called Apria with this information and was told that they couldn't refund my money until the insurance payment had been posted, which would take at least two weeks!! It is now Nov. 14th and still no refund. I am living on Social Security and can't afford this disruption on my bank account. I feel that Apria should not have deducted the money from my bank account since the whole purchase had been approved by Medicare and I have full insurance coverage.

Desired Settlement: Refund my money to my bank account!

Business Response: ITEM # 1:
reviewMr. ********** requests a refund in the amount of $131.31 that was charged to his credit card, when he has primary and secondary insurance coverage.

RESPONSE
We have reviewed Mr. S*********’s account and found that a refund in the amount of $1312.31 was started on November 19, 2014. We have inactivated Mr. S*********’s credit card, so no future charges will be applied.

We apologize for any inconvenience this may have caused.

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

12/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In November 2013, I went to the Fort Myers Office of Apria Health care to have them obtain pre approval for sleep apnea equipment. I have health Insurance through Empire PPO. Apria did not bill Empire correctly and the claim was rejected in April 2014 for $535.48 and my credit card was charged. I have called them numerous times and Empire has tried to get them to correct the problem. see attached emails for some of the documentation.

Desired Settlement: I would like the $535.48 refunded to me and they put through the correct paperwork to Empire. I would like to be able to charge them for my time and complete lack of assistance in trying to resolve this issue.

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

RESPONSE
We have reviewed Mr. ********’s account and found that Apria received an order on December 6, 2013 for oxygen to be bled into his BIPAP machine. Mr. ******** informed Apria of his insurance with Empire Blue Cross Blue Shield (BCBS) and stated that he did not want to be set up until January 3, 2014, because he was moving from New York to Florida.

We spoke with Mr. ******** on December 24, 2014 regarding his BCBS coverage. We informed him that when we verified his insurance, it was showing to term on December 31, 2013. Mr. ******** stated that his coverage would be the same in 2014; it’s just the end of the fiscal year for the company. He confirmed that he wanted to be set up with the concentrator on January 3, 2014. Apria faxed BCBS an authorization request on December 24, 2014 for the concentrator.

We verified Mr. ********’s insurance coverage on January 2, 2014 which showed effective date of January 1, 2014. On January 4, 2014, we spoke with Mr. ******** regarding the set up for the concentrator and we informed him that we were waiting on the authorization from BCBS.

On January 6, 2014 Mr. ******** called and stated that he had spoken to BCBS and had the authorization number of 1087469, effective 1.1.14 – 9.14.14. Apria set Mr. ******** up with the concentrator and he singed the Sales Service and Rental Agreement in which he provided his credit card number for any amounts not covered by BCBS.
On March 11, 2014, the pending claims were reviewed and per BCBS Florida guidelines the claims needed to be mailed to Care Centrix and they were sent to Empire BCBS. Apria resubmitted the claims on April 11, 2014 to Care Centrix, which processed the BCBS FL claims per their insurance contract.

Apria received a denial on April 30, 2014 for the January – April claims and referred the open balance of $535.48 as Mr. ********’s responsibility. Because Mr. ******** had placed his credit card on file at set up to charge any amounts not covered by insurance, his credit card was charged $525.48.

On May 7, 2014, Mr. ******** called to inquire why his credit card was charge $535.48. Apria informed him of the denial and the recurring credit card that he had placed on file at set up.

Apria received a call from Empire BCBS on September 25, 2014 regarding the January – April claims. Mary with BCBS stated that the claims should be submitted to P.O. Box 1798 Jacksonville FL 32231. Apria submitted the claims to BCBS at the Jacksonville address on October 21, 2014. Apria has inactivated Mr. ********’s credit card from the system so there will be no other charges. We have resubmitted the claim once more and are in process of awaiting the insurance response.

We apologize for any inconvenience this may have caused.

Sincerely,
****** ****
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 of November 20, 2014, BCBS has not processed the alleged claim that Apria submitted on October 21. I have contacted BCBS to find out the status of the Apria claim. I will advise you once I have heard from them. Thank you Provide details of why you are not satisfied with this resolution. 

Regards,

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



Consumer Response:

I received the check today, Thank you so much for your assistance in getting this resolved. I really appreciate it.

 

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

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

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

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

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

 

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm paying the bill each month and they are cashing my checks and they send my name to the collection service They're sending my name to the collection service

Desired Settlement: To take my name off the collection service

Business Response: ITEM # 1:  
Ms. ****** ******* the mother of the patient ******* ******* stated that she is paying the bill every month and Apria is cashing her checks but she has been sent to collections. She is disputing this being sent to collections as she is making payment to Apria in the amount of $25.00 a month. She wants her name removed from collections.

RESPONSE
We have reviewed ******* *******’s account and the balance of $222.97 is in collections due to the unmet deductible from December 2013 claim. The patient’s mother Ms. ******* has been making $25.00 payments to Apria Healthcare but this does not keep the balance from rolling to collections. Ms. ******* had a $25.00 payment on her account and I have applied this to the collections balance leaving $197.97 left to pay in collections. We are unable to pull this from collections as this is an unpaid balance and Ms. ******* will need to settle the balance with State Collection Agency 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
 
 

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.

 If  I am  paying  on the bill  why    when  send  ********  name  to the collection   agency .  We  are  doing  our  Best  to pay this  bill .  We live  on   fix income , but  I will still  pay  the  25.00  


Regards,

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

Business Response: ITEM # 1:
Ms. ******* asks why if she is paying on the bill, would we send them to collections.

RESPONSE
Apria set ******* ******* up with a CPAP unit and supplies on December 17, 2013. Apria submitted claims to Untied Health Care (“UHC”) on behalf of the patient and billed the 20% co-pay of $141.22 as patient responsibility.

UHC applied $399. 99 towards the patient’s yearly deductible, therefore Apria re-classed those charges over as patient responsibility on January 11, 2014. Ms. ******* made payments in the amount of $318.24 towards the open balance due to Apria in the amount of $541.21. However, charges that remain unpaid following 270 days of non-payment, from the date of service or re-class date, are automatically referred to a third party collection agency.

Therefore, $222.97, was referred to State Collections on October 5, 2014. Apria had received an additional payment of $25.00 from Ms. ******* and that payment applied to the collections balance. As of today ******* *******’s open balance with State Collections is $197.97. Ms. ******* can contact State Collections and set up a payment plan with them on the remaining open 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 would  like  the Better Business Bureau   for they help . I see that Apria   is no help . So please close  my complaint  ,the bill will get paid  . But  I will not do business with   Apria  no more  .  Thank you  again  for  your help.
Regards,

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

12/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Obtained a CPAP system from Apria under Aetna insurance which requires rental for 2 years then goes into a maintenance period. During this maintenance period (CPAP was already paid for) I switched insurance. Apria tried to file the maintenance charge which was denied by Aetna (appropriately since I no longer had coverage through them). They then charged me since Aetna would not pay. My new insurance (BCBS NC) did not honor the maintenance agreement therefore Apria determined the CPAP to be paid. They continued to charge me for the maintenance period incorrectly and eventually sent it to collections. I called Apria when I first was notified of the collections debt and was told that Apria incorrectly charged me and I should dispute this with the collections agency. I called back after the dispute was ineffective and was told it was valid! Again, the maintenance period was an agreement between Apria and Aetna but I was not longer covered by Aetna and should not be charged for it.

Desired Settlement: My hope is that the debt will be removed and not placed on my credit report since it was not a valid charge

Business Response: ITEM # 1:  
Mr. ******* states that his CPAP unit was under a maintenance and service plan with Aetna and when his insurance changed to BCBS they would not cover the maintenance and service plan. Therefore Apria determined the CPAP unit to be paid in full. However, he was continued to be charged for the maintenance and service and eventually sent to collections. He is requesting to have the amount removed from collections and not placed on his credit report.

RESPONSE
We have reviewed Mr. *******’s account and found that he received a CPAP unit from Apria on August 4, 2011. Apria submitted claims to Aetna on Mr. *******’s behalf and once the rental contract had been met, placed the equipment into a 6 month maintenance and service plan which bills every six months.

Apria submitted a maintenance and service claim to Aetna for the December 4, 2013 date of service. Aetna denied for no insurance coverage on December 16, 2013, in which Apria referred the balance of $58.84 as Mr. *******’s responsibility and sent him statements.
On April 22, 2014, Mr. ******* called regarding the bill for the December 16, 2014 date of service and updated the patient’s insurance information to BCBS. Apria verified and loaded BCBS to Mr. *******’s account on May 9, 2014 supply order. Apria converted the CPAP unit to sale on May 20, 2014, instead of starting the billing over under BCBS’S contract.

Apria received a payment in the amount of $14.17 on May 15, 2014 and applied it to the open balance of $58.84 leaving a balance of $44.67. The unpaid balance of $44.67 was referred to collections on July 27, 2014 and Mr. ******* made the payment in the amount of $44.67 to State Collections on November 6, 2014, leaving his open balance $0.00. State Collections had not reported the amount to Mr. *******’s credit report.

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

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

12/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recieved my sleep apnea machine from apria in june of 2013. At that time I was told that even though we are active duty military and our insurance, tri-care, pays for everything 100%, that i still needed to supply apria with a credit card so that they could bill my monthly supplies to me before sending them out. I informed the apria rep that we were being restationed overseas and asked if that would effect shipping me my supplies or anything else. She at that time told me it was not a problem, that apria can ship to wherever I needed supplies shipped as long as we have U.S. mail, which we do living in Guam. She gave me 3 months supplies for my machine, she stated to carry me over until I got to guam and could give my new address and the could ship new supplies out to me. Apria required me to go online, once a month, to input my sleep apnea machine readings. At this time, a few of the sections of information I had to input was always my phone number and email address. Fast forward to July of 2013. We arrive in guam and find a new house. I call the apria rep who gave me my sleep machine, and gave her all of my new information address included. I asked for new supplies and the local rep told me I had to contact the main apria office, as they are the ones to ship new supplies. August 2013, I contact an apria rep after being on hold for 27 minutes. I ask her for new supplies. She then states that I should go to my local apria rep to receive them. I explain where I am located, giving her my new address in guam also, and she says she cannot do anything, i have to see my local apria rep. I then seek out a local apria rep and call asking for new supplies. I am then instructed that I have to go through tri-care again. I explain to the apria rep that they have been billing my card once a month and I inquire what that payment was supposed to cover. She tells me she is not sure, that is why she recommends me to talk to tri-care. So I go to my insurance, tri-care, and explai

Desired Settlement: Adjust my bill to $0.00 and remove the hit off of my credit report.

Business Response:  
RESPONSE
Apria Healthcare’s corporate office was unable to locate the patient’s file to research and respond. No response from customer. We cannot respond as we do not have sufficient information to research the customer’s complaint. We need the address where the customer was residing when the equipment was obtained in order to proceed. 
 

12/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria provides us with a CPAP machine that we pay them for monthly. I have had to dispute nearly every bill since we started receiving our CPAP machine from them in August 2013. They do not bill my insurance company correctly (use incorrect codes). My insurance company then sends Apria a letter requesting further information such as information that shows the CPAP machine is medically necessary or they request correct billing. Apria then sends me a bill that states my insurance denied the claim and that I owe them money. I have spoken with my insurance company several times who states that they have not denied the claim; that they have only requested further information. This has become an endless cycle. Apria wants me to pay them $74.40 a monthfor the machine but if they submit bills correctly to my insurance company it will only cost me $23 per month. This is a very large price difference! At one point I had to sit on a conference call between my insurance company and Apria for nearly 2 hours just to have the insurance company convince Apria that they needed to resubmit the bills correctly instead of billing me. I have been working with my insurance company and Apria since February 2014 over some bills that they are sending to collections even though my insurance states that I do not owe them this money. Apria states that they have no control over their billing procedures and that even though these bills are currently going through the insurance process again, they cannot prevent them from going to a collections agency as this is an automatic process. How can my vredit be affected by bills that both Apria and my insurance company state that I do not owe right now. Please help! I am spending many hours every week trying to fix this and Apria refuses to do their job, help me in any way and they hang up on me.

Desired Settlement: I would like for Apria to bill my insurance appropriately and stop sending my information to collections for money that I do not owe. I am happy to pay the correct bill for services that I receive.

Business Response: ITEM # 1:  
Mrs. ***** is requesting for Apria to bill Mr. ***** insurance appropriately and stop sending his account to collections for money he does not owe.

RESPONSE
We have reviewed Mr. ***** account and found that he received a CPAP unit and supplies on July 26, 2013. Apria verified and submitted claims to Blue Shield of California (BS) on the patient’s behalf. BS submitted payment for the July, August and September 2013 claims. BS denied the remaining claims because Mr. ***** was non-compliant.

Mr. ***** was non-compliant from October 26, 2013 – April 26, 2014 claims. We mailed Mr. ***** numerous letters to notify him for assistance in getting compliant. We did receive the compliance letter back signed by the doctor; however we have not received the download to show that Mr. ***** has used the CPAP unit from October 2013 – April 2014. Apria is trying to obtain the download at this time to submit with signed compliance letter to Mr. Denis’s insurance.

We apologize for any inconvenience this may have caused.

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

11/26/2014 Billing/Collection Issues | Read Complaint Details
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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
 

Consumer Response: I filed a prior dispute with this company, because they were charging my credit card for billing amounts before sending out written statements. When the statements arrived, the listed charges did not match with "patient responsibility" amounts provided by my health insurance company. I phoned Apria's billing department several times in an attempt to get clarification, asking for an itemized statement listing what medical equipment had been purchased, what had previously been paid by insurance and what remaining amount I owed. I also made an interim payment to the company. On July 23, 2014, Apria charged my credit card for $158.20 without sending out a billing statement for that amount. I called my credit card company and disputed the charge, and made a BBB complaint online. A billing department representative contacted me and I also spoke with a local Apria Healthcare branch manager. I was finally provided with an itemized statement and I paid the remaining balance owed, but the charge back from the credit card did not show up on an Apria Healthcare statement until October 6, 2014, with a payment due date of October 27. I made the payment for the $158.20 balance to Apria on October 27 and the check cleared my bank on October 28. Today I received a letter from a collection agency for the $158.20 balance, even though this amount has been paid to Apria Healthcare. I rate this company as F for their billing practices and just slightly better for their customer service. I am expecting them to notify me (and the collection agency) that the balance has been paid in full, and write correcting letters to any credit bureaus. I will NEVER do business with Apria again!

I expect an apology from Apria Healthcare for their poor billing practices, and I expect them to notify the collection agency that the balance has been paid in full. I also expect Apria to notify any credit bureaus contacted that the delay in payment was due to a dispute about their billing practices and the balance has been paid.


Business Response: ITEM # 1:  
Mr. ********* states that he wants an apology from Apria for the poor billing practices and he wants Apria to contact the collection agency that the balance has been paid in full. He wants to make sure any negative remarks made to his credit report removed. 

RESPONSE
We have reviewed Mr. *********’s account and found that the amount of $158.20 was removed from collections on November 15, 2014 and no reports were made to his credit report. We processed refund check ******* to Mr. ********* on November 19, 2014 in the amount of $158.20 as a courtesy for the issues that have occurred with his account.

There is still one pending claim on Mr. *********’s account as of today for the January 13, 2014 date of service under the insurance as of today in the amount of $612.03.

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 arrange with my health insurance company for payment of the pending claim, and if it does, will consider this complaint resolved.

Regards,

**** *********

11/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I pay this bill on behalf of my elderly father. I have automatic payment set up so that Apria automatically deducts the amount due from our checking account. This is the second time that they have sent me a notice with a balance due from the previous month. It is not possible for it to be past due or for there ever to be a balance since it is automatically paid by the due date each month. What angers me the most is that when I call them....I am in wait for over an hour before anyone answers the phone. This time I decided to email then for answers as to way this continues to happen. I emailed them on 11/3.....it is now 11/12 and Its have heard NOTHING from them.

Desired Settlement: I want them to fix their billing system issues. I want them to hire more staff to handle the phone and email inquiries, or be penalized for poor customer service. no one has time to spend waiting for them to get it together!

Business Response: ITEM # 1:  Mrs. ******* is requesting that Apria correct the billing system and hire more staff to handle the phone and email inquiries. 
  
RESPONSE: We spoke with Ms. ******* regarding Mr. ****’s account on November 20, 2014. We went over the delay in the payments posting causing the next statement to show previous balance due. We discussed moving the statement date to the 16th of each month to allow the payment made on the first of each month more time to post to assist in resolving the issue.

We discussed our hold times and Apria’s plan to make improvements on these issues. Ms. ******* has a direct Apria representative’s phone number if she has any issues with Mr. ****’s account. We apologize for any inconvenience this may have caused. 
Sincerely,
****** ****
Billing Center Quality Specialist

Consumer Response:

Better Business Bureau:

****** at Apria did acknowledge that the delay in payments posting was a problem on their end with their systems not talking to each other and that they have been aware of the problem for some time.

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,

**** *******

11/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Medicare provides a CPAP machine for my use through Apria. In April of 2014, I used my Debit Card for a one-time purchase for my starter kit for my machine. Over the following six-months, Apria Billing Department somehow obtained an old address about seven years ago and began sending all correspondence and billing to the old address. Upon finally clearing up their mistakes, I signed a few forms allowing Apria to receive Direct payments monthly from Meidcare for my CPAP machine and to bill me monthly for my Co-Pay. Somewhere, in the pages of those forms, Apria claims there is a disclosure which gives them premission to bill my Debit Card. However, nowhere on those form was there a place to provide a Debit Card. I did not knowingly give them permission to automatically withdraw money from my account without providing an invoice beforehand. When I requested they remove the automatic withdraws, they refused. Which left me with no option except to cancel my Debit Card to stop the unauthorized transactions. Apria, unknowingly to me, used an one-time transaction to gain access to my Checking account in order to make unauthorized monthly deductions without my consent. Being on Disability and being paid once a month and that being on the Third Wedensday of the month, it is difficult to manage my finances.

Desired Settlement: I do not think they way Apria went about getting my Debit Card Information was appropriate and was without my Authorization.

Business Response: ITEM # 1:  
Mr. ***** states that the way Apria went about getting his credit card information was inappropriate and was without his authorization.

RESPONSE
We have reviewed Mr. *****’s account and found that we received an order to set Mr. ***** up with a CPAP unit and supplies on May 1, 2014. On May 9, 2014, Apria verified Mr. *****’s insurance with Medicare and spoke to him about his appointment on May 14, 2014 and collected his 20% co-pay amount of $64.44.

Medicare has specific requirements in order to qualify certain types of claims for reimbursements. These typically involve test results of a certain nature, statements from the physician regarding “medical necessity’, and other specific types of documentation. Although Apria may assist patients in the process of obtaining specific documentation in an effort to qualify a claim for reimbursement, the Responsible Party remains ultimately responsible for obtaining documentation and information necessary to meet such requirements. In the event a Payor’s specific requirements are not met, the Responsible Party may be required to pay for charges that otherwise should have been covered by the Payor.

Apria sent a request to the physician on May 19, 2014, to sign the initial Certificate of Medical Necessity to be submitted with the Medicare claim. On June 19, 2014, Apria verified that Medicare requires a qualifying sleep study test without using a CPAP device. We were not able to obtain a copy of the actual test documentation. Therefore, we cannot determine if the test was performed in accordance with Medicare guidelines.

Apria had not been able to obtain the needed sleep study, therefore on August 14, 2014, mailed a 60 day letter to request help in obtaining the needed documentation. Mr. ***** came into the office on August 27, 2014 and picked up heated tubing and returned the signed Advance Beneficiary Notice and Sales Service and Rental Agreement. Mr. *****’s credit card information was placed on the Sales Service and Rental Agreement in which was placed on his account to charge his co-pay, deductible or any non covered charged by Medicare once signed.   

On August 29, 2014, Apria reviewed Mr. *****’s account again and found that we still needed a new sleep study. Apria received and loaded the signed Advance Beneficiary Notice and Sales Service and Rental Agreement on September 15, 2014. Apria made adjustments
to the insurance portions of the claims in the amount of $387. 88 for the May 15, 2014 – August 14, 2014 claims before the Advance Beneficiary Notice was signed by Mr. *****. 
Mr. ***** called and spoke with Apria on October 20, 2014, regarding the Assignment of Benefits letter he had received. The Apria representative explained to Mr. ***** that the CPAP unit rents for 13 months , then converts to sale and that no claims had been submitted to Medicare because of missing documentation.

On November 3, 2014, Apria received a call from Mr. ***** regarding the recurring credit card attached to his account and requested to have the credit card removed. The representative did explain to Mr. ***** that he would need to send a written request per the agreement in the Sales Service and Rental Agreement. However, as of today we have removed Mr. *****’s credit card information on file per his request.

We have spoken to Mr. ***** on November 12, 2014 and explained that we needed a repeat sleep study and asks if he wanted to return the CPAP unit. He stated no and was upset and stated that he was going to contact the Better Business Bureau and did not want any more calls from Apria. We placed Mr. ***** on our do not contact list per his request.

As of today Mr. *****’s balance is $7.50 for the November 14, 2014 date of service. There are pending claims from August 28, 2014 – November 14, 2014 under Medicare. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I obtained a CPAP machine from Apria in May 2012 under a rental agreement while insured by Aetna. I paid a total of over $1400 in rental fees and supplies, and then entered a "maintenance phase" of the contract. When my insurance changed to United Healthcare, Apria billed them for the purchase of the machine and I was billed $401. I did not want to purchase the machine, after having paid previous amounts. I was not given a choice of whether I wanted to purchase the machine or not, and have been told by Apria's consumer help center that I have no choice but to pay the bill, and I cannot return the machine.

Desired Settlement: accept return of machine and cancel bill

Business Response: ITEM # 1:  
Mr. ******* states that Apria converted his CPAP unit to sale when his insurance paid and is now billing him a large balance. He is requesting that Apria let him return the CPAP unit and cancel the bill.

RESPONSE
We have reviewed Mr. *******’s account and found that he received a CPAP unit and supplies on May 23, 2012. Apria submitted claims to Aetna on Mr. *******’s behalf per the Aetna contract.

When Mr. *******’s insurance changed to UHC on May 1, 2014, Apria submitted a convert to sale claim to UHC on Mr. *******’s behalf per the UHC contract. UHC applied the claim amount of $528.08 towards Mr. *******’s yearly deductible.

Rental and convert to sale options under different insurance plans cannot carry over, because they are based on different contracts. The new insurance does not or is not required to credit amounts paid by the previous insurance.

We do apologize that no one contacted Mr. ******* before converting the CPAP unit to sale and discussed his options with him regarding the CPAP unit. After review of the account in more detail, we have reversed Mr. *******’s payment of $117.39 for the convert to sale on May 1, 2014. We are in process of having the $117.39 refunded to Mr. *******. The full balance o f$528.08 has been adjusted leaving Mr. ******* a $0.00 balance with Apria and West Asset Management collections.

Mr. ******* now has ownership of the CPAP unit which was transferred from Apria to the patient and he will not incur any further charges. 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,

***** *******

11/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom it May Concern, I'm ventilator dependent and bed ridden and Medicare and Medicaid pay for ventilator, suctioning, etc., supplies once per month from Apria Healthcare. On September 16, 2014 I ordered my supplies for the September 19-October 19 timeframe, but I've been unable to receive my complete order and after numerous calls to receive updates on my order and reordering my order I still haven't received my supplies for September and it's October 9, 2014 today. I've been completely out of my supplies and having to reuse supplies, which are meant to be used once, for 24 days now. My every breath is delivered via a ventilator and I need medically correct supplies, that are changed daily, to keep each breath coming, prevent sickness/infection and to keep me alive. Each Apria agent that I've talked to has either told me a different story, changed the story, outright lied, refused to put me through to a supervisor and/or hung up on me. I've been a client of Apria for almost 12 years and this treatment by your employees and the outright ignoring of the agreement to supply me with monthly supplies paid for by insurance is not only unacceptable, but negligent. I'd appreciate any help in this manner. Thanks, P*** *******

Desired Settlement: My main concern is receiving my supplies for the timeframe described and never having to go through a similar experience ever again. Also, the behavior of your ordering and order processing employees is unacceptable and they deserve to be reprimanded.

Business Response: ITEM # 1:  
Concern regarding competency of associates answering the telephone

RESPONSE
Apria recently transitioned to a virtual customer service center rather that branch or local based customer service team. We recognize that we have opportunities and continue to train our associates to ensure we provide a high level of customer service.

ITEM# 2:
Timeliness and accuracy of supply orders

RESPONSE
We have made a process change to proactively address the needs of our high acuity supply patients to ensure that they are supported and receive their supplies in a timely manner.

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

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.

******* ****** sent me a response claiming that Apria has made changes that's fixed the problems of horrible behaviors and incompetence from the call center agents when, in fact, the agent assigned my account is as inept as the others that I've dealt with. Her name is ****, she's located in Iowa and her phone number is ************. I want my account assigned to a different agent immediately. I'm not going to play games nor carry on an ineffective "he said, she said" argument with anyone, especially when my life is at stake. MY LIFE MIGHT MEAN NOTHING TO APRIA, BUT IT MEANS EVERYTHING TO ME. I WANT EVERY SINGLE ITEM THAT I'VE ORDERED AND RECEIVED ONCE EVERY SINGLE MONTH FOR 11 YEARS 6 MONTHS, UNTIL APRIA DOWNSIZED DUE TO THEIR FINANCIAL DOWNTURN, AND I WANT MY SUPPLIES IN THIS EXACT FASHION FROM NOVEMBER 2014 ON. I'M NOT A MAN WHO COWERS TO INTIMIDATION WHEN MY CONTRACT WITH APRIA, WHICH STATES THAT I'LL BE SUPPLIED WITH MY SUPPLIES, THAT ARE COVERED BY INSURANCE, EACH AND EVERY MONTH THAT I PLACE MY ORDER, HAS BEEN VIOLATED IN BOTH SEPTEMBER AND OCTOBER 2014. JUST BECAUSE I AM ON MEDICARE AND MEDICAID DOESN'T MEAN THAT I SHOULD BE DENIED MY SUPPLIES. I DON'T WANT EXCUSES, I WANT MY SUPPLIES THAT I HAVE AND WILL CONTINUE TO ORDER EACH MONTH. THIS IS MY FIRST COMPLAINT IN 11 YEARS 6 MONTHS, BUT IT'S A LIFE OR DEATH SITUATION AND APRIA SHOULD TREAT IT VERY SERIOUSLY AND NOT BE PUTTING ME THROUGH WHAT I'VE BEEN PUT THROUGH. I'VE DEMANDED THAT IT BE TREATED SERIOUSLY, BUT AFTER TWO MONTHS IT STILL HASN'T.

Regards,

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


ITEM # 1:  
Concern regarding competency of associates answering the telephone

RESPONSE
Apria recently transitioned to a virtual customer service center rather that branch or local based customer service team. We recognize that we have opportunities and continue to train our associates to ensure we provide a high level of customer service.

ITEM# 2:
Timeliness and accuracy of supply orders

RESPONSE
We have made a process change to proactively address the needs of our high acuity supply patients to ensure that they are supported and receive their supplies in a timely manner.

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

Business Response: ITEM # 1:  Concern with specific associate ****, who was assigned to *****’s account.

RESPONSE: We have identified that ***** is not happy with **** and will have another associate speak with ***** and his caregivers moving forward. ***** ***** has been assigned as *****’s contact for HAS supplies.

ITEM # 2: Timeliness and accuracy of supply orders; concern over months that we overlooked shipping Mr. *******.

RESPONSE: We have made a process change to proactively address the needs of our high acuity supply patients to ensure that they are supported and receive their supplies in a timely manner. ***** ***** is assigned to reach out to Mr. ******* prior to his monthly resupply.

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

11/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I picked up a product from Apria for my son and put in on my Chase credit card for the amount of $48.94 on 10/27/2014. Which was correct. On 11/7/2014 they charged the same card $123.61 for his montly bi-pap rental. I never ok'ed that and have never paid his monthly rental before. He is 35 and has been on they machine for 7 years. I called Apria and they said my son's card expired and will not credit my account until he calls with a new credit card, which he will do. This is not really a money complaint. My son will pay me back. But I feel that Apria is doing something fraudulent by handling it this way. No one ever told me when I signed the recepit for the mask for his machine's ongoing rental. What would they have done if I would have paid cash?? Which I should have. I have never experienced such under handed behavior from a vender before.

Desired Settlement: I want my credit card taken off my adult sons account. My son is in the process of transfering to a different provider for his bi-pap machine. But I do not trust them having my charge account information.

Consumer Response:

Apria did call me today and is checking in to the situation.  They did apologize for how I was treated.  I believe amount was refunded to my credit card. 

11/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Rented medical equipment was picked up by the company's technician more than a month and a half ago, and despite repeated phone calls made to Apria (6 hours and 38 minutes to be exact-- 5 of them on hold) we are still getting billed for equipment we don't have. We have all paperwork signed by the technician stating that all equipment was picked up, but we still get thrice-weekly phone calls demanding the pick up of their equipment. That they have already picked up. The poor technician sent to our house every week has to go through the same thing every time. We don't have the equipment, it was returned on 09/16. We have had to call the insurance to make sure they aren't paying for these fraudulent charges although Apria said they would "take care of this" and be sure the billing was corrected. Phone calls to the company average and hour with AT LEAST 20 minutes on hold and two or three transfers. And that's IF you don't get hung up on first.

Desired Settlement: The phone calls for equipment we don't have must stop. It's been weeks now with nothing having been fixed and the billing must be submitted correctly to the insurance for the correct dates of service. What we've already paid Ned's to be reviewed to be sure that we actually owed what we paid the company.

Business Response: ITEM # 1:  
Ms. ******** states that Apria is billing for equipment that was picked up. She states that Apria keep’s calling and sending a driver to pick up the equipment that was returned on September 16, 2014. Ms. ******** state that she has made repeated phone calls to have these issues corrected, however they have not been

RESPONSE
We have reviewed the account history and found that Apria delivered a phototherapy light and other phototherapy equipment on September 9, 2014. Apria picked up all of the equipment on September 16, 2014, however the phototherapy light did not get picked up out of the system. Therefore it continued to bill on October 9, 2014. Apria picked up the phototherapy light from the system on October 29, 2014, and keyed an adjustment for the October 9, 2014 date of service charge.

We have confirmed that Ms. ******** was charged the correct 15% co-pay amount of $69.28 for the September 9, 2014 date of service on the phototherapy light. The other phototherapy equipment was placed at no charge in the system and was not charged to Ms. ******** or the insurance. Apria did charge the correct amount for the September 9, 2014 date of service for the phototherapy light and as of today the claim is pending with the insurance in processing the claim.

We have requested and verified with automated dialer representative that Ms. ********’s telephone number has been removed from our automated dialer system.

We thank Ms. ******** for bringing this to our attention. We believe that we have taken all appropriate steps to correct this problem and apologize for any inconvenience this may have caused. 

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

11/24/2014 Problems with Product/Service
11/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started paying on my C-Pap machine in October in 2013. In regards to the charges it was very confusing on how it was billed to my insurance company and just what my copay was. After numerous phone calls to the customer service center with representatives trying to explain how the billing process works to me and my husband, it was still very unclear. I was told initially that my monthly copay amount was 83.78 until my deductible had been met. Then they told me to call back in to change my copay amount after my deductible had been met then my monthly amount would be 18.00. I thought that was very odd that I had to call them to have this amount readjusted! Then this 18.00 copay amount would continue until August 2014 when then my machine would be mine and I would owe no more; however, then all of sudden back in June I start receiving a bill stating that I owed an additional $47.78. So I called my insurance company and explained this discrepancy to them and they informed me that I did NOT owe this amount. So what has really upset me and prompted to notify the BBB I received a notice from a collection agency for $11.78, which is utterly ridiculous!! I am very much disputing this and hope that since I am involving the BBB that once and for all will be settled.

Desired Settlement: That this amount should be adjusted and also apparently they applied 2 months of my 18.00 copay amount to the 47.78 balance since now it states $11.78. So I am wanting a full explanation of this charge and why they turned this to a collection agency for 11.78!!!!

Business Response: ITEM # 1:  
Patient was told when she received her CPAP that she would owe $83.78 and then once her deductible was met she would then owe $18.00 per month until August 2014 as the equipment would be hers. In June she started receiving a bill stating she owed and additional $47.78. She contacted her insurance and they stated she did not owe it. Also patient was sent to collections for 11.78. She is requesting this be adjusted and give an explanation of the charge.

RESPONSE
After reviewing the account I show that the charge was for date of service 11/20/13 for the CPAP it was to be applied to her annual deductible. We contacted the patients insurance on 6/4/14 as we still had not received anything from them about this claim and we spoke to a Fran, who stated that this claim processed on 12/2/13 and that the full amount of 83.78 was to go towards the patient’s deductible patient had already paid the co-pay of $18.00 which left the balance of $65.78. We sent out the first bill on 6/16/14 and sent one out every month until 9/15/14 as this was the last bill which stated it was sent t collection agency. The patient made two payments of $18.00 during this time which we applied to the 11/20/13 date of service as we apply payments to the old invoices first. Our system automatically sends unpaid claims to collections when they reach 180 days.


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

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 tried numerous times to have this billing explained to me. I was also told by my insurance company NOT to pay the difference because it had been dealt with.  I also asked for a total amount of the machine.  It was never given.  I would also like to know why they again charged my insurance company in July.  It was rejected.  My insurance company also said they were never able to receive a flat charged rate from this company.

Business Response: Re: Apria Healthcare Inc: Jackson. TN
BBB Complaint Case Number: ********
Apria Patient JD#: **** ******

Dear Ms. *****:

This letter is in response to the complaint referenced above submitted by Ms. ******* 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. ******* stated she has requested that Apria Billing Department explain the billing on her
account on numerous occasions and have also asked the total amount of her machine and the
information was never provided to her.

RESPONSE
We have reviewed Ms. ******* account and confirmed that the purchase price along with
the appeal of short payment on claims were provided to the insurance on October 10th
2014 requesting that they reprocess for the additional amounts owed on the claims.

The purchase price of Ms. ******* CPAP machine was $950.00 and I apologize that the
information was not provided to her. We do apologize for the miscommunication as our
goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,

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

11/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Company improperly bills my insurance company's for services and then bills my wifes credit card. I have found them doing this more than once. When I call after extremely long wait times they lie about the facts and try to put the blame on the insurance company. They don't even send me a bill they just charge it the credit card. I have had to file complaints with both Medicare and Aetna in regards to it. I find them to be a bad company to do business with. They refused to come out and maintain the equipment. They will not return phone calls. They would not even tell me what the charges were for when I asked.

Desired Settlement: First return a phone call, stop billing my credit card without my permission, If you are having trouble with the insurance let me know. tell what you are charging me for. provide the service you say you do.

Business Response: ITEM # 1:  
Patient states we improperly billed his insurance and then billed his wife’s credit card. Patient states he found this done more than once. He states when he calls, after extremely long wait times, Apria lies about the facts and try to put the blame on the insurance company. The patient states Apria doesn’t send him a bill, they just charge it to the credit card. The patient has filed complaints with both Medicare and Aetna in regards to it. The patient states we wouldn’t even tell him what the charges were for when asked.


RESPONSE
I have reviewed the account. The patient has two accounts with Apria, **** ****** and **** ******. The patient has active rental equipment in server **** ******. On this account, the patient has a zero balance and no credit card on file. This account was created in May of 2014 when the patient moved to Florida. On the second account, **** ******, the patient had a recurring credit card on file in which we have a signed Sales Service and Rental Agreement on file. The credit card was processed due to denials received from the secondary insurance. These denials were for 10/31/13 date of service. The charges have been reversed as of 8/1/2014 and claims have been resubmitted to Aetna for reprocessing with a copy of Medicare’s Explanation of Benefits.

Our records show, as of 8/9/14, a refund check in the amount of 47.89 was sent to you. However, our records currently show a credit on the account of $100.05. Due to the claims still pending with your secondary insurance, Aetna, I am not able to request for that amount to be refunded to you. Once we receive payment from your secondary insurance, we will be more than happy to issue you those funds back.

Again, we do apologize for any miscommunication on this matter.
 
Sincerely,
******* ********
Issue Resolution 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 has made false charges on my wife's credit card and does not have her signature on file with Apria. They never sent me a bill or notice and they inproperly billed the insurance company. They have sent me a check for the first charge they made but still owe us for the last charge of over 100.00]

Regards,

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



Business Response: ITEM # 1:  
The patient states Apria has made false charges on his wife’s credit card and that we do not have her signature on file. The patient states Apria never sent him a bill or notice and that his insurance has been billed improperly. The patient stated he received a refund check for the first charge however his is still owed for the last charge of over $100.00.

RESPONSE
I have reviewed the account. The patient has a second account with us **** ****** in which the charges occurred. Our records show we have a signed Sales Service and Rental Agreement on file authorizing the use of this card. There is still a credit on the account in the amount of $100.05. Due to the claims still pending with your secondary insurance, Aetna, I am not able to request this amount to be refunded to you at this time. Once we receive payment from your secondary insurance, we will be more than happy to issue you those funds.

Again, we do apologize for any miscommunication on this matter.

Sincerely,
******* ********
Issue Resolution 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 let me say that my wife's name is not on file.  You should have billed aetna as secondary not primary and you should know the difference. Aetna will not pay until you bill Medicare. You should know that as well. You have no right to charge me without notice. You know that the contract you have with Aetna means they will pay 100% of what Medicare don't. I did receive the ck that was sent for the first charge but did not receive the interest that the credit card company charge me.]

Regards,

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

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 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. ****** stated we should bill Medicare as primary and Aetna as secondary and had no right to
charge him without notice when the contract with Aetna pays 100% of what Medicare doesn't.

RESPONSE
We have reviewed Mr. ****** account and confirmed that we have a signed Sales
Service and Rental Agreement on file authorizing his card to be placed on file to charge
in the event the insurance does not cover.

After reviewing Mr. ****** account it was also confirmed that claims for October 31,
20 l3 were submitted to his secondary insurance incorrectly and claims were denied
which is why his credit card was charged. We reversed those charges for $100.05 and
resubmitted claims to the insurance. The payment was placed in a suspense account until
payment is received from the insurance but the payment was taken back from Mr. ******
credit card company and we no longer have the money on file in our system.

We did confirm that Mr. ****** received a refund check for $47.89 and we unable to
refund interest that the credit company has charged 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

11/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had oxygen from Apria Healthcare for about 2 years. I got a bill in August for $27.56 I paid it September 17 in the amount of $55.12 because I just received September bill also for 27.56. Yesterday I received a noticefrom a Collection Agency for non payment. So I called Apria billing to find out why it was sent to collections after only 30 days as stated on statement. I spoke with a Rep named Angie who was rude, she stated they took the money and applied it to a different billing month that I had not yet been billed for and that the collection notice was my problem. I had called Apria several times to inform them I no longer had the secondary insurance Gerber and asked if I owed anything they said no and not to worry I would receive a bill if I did. I was told by family members and friends to drop Apria because they double bill clients and insurance companies.

Desired Settlement: DesiredSettlementID: Replacement For Apria to contact collection agency and withdraw collection since I have proof from my credit card company this bill was paid, and send me a final bill to pay so I never have to deal with this company again.

Business Response: ITEM # 1:
Mr. ***** stated that he received a bill in the amount of $27.56 and paid in the amount of $ 55.12 due to another bill for $27.56 totaling $55.12 on September 17, 2014. He stated that he received a collections notice on October 12, 2014 for nonpayment. He stated that he called Apria and he stated that he was advised that the money that was paid was applied to a balance that he had not been billed for. He stated that he advised the representative that he no longer had secondary insurance and asked if he had a bill and was advised that not to worry he would be billed.  

RESPONSE
We have reviewed Mr. *****’s account and at this time the balance in collections has been paid due to these were valid co-payment amounts that were patient responsibility from March. Apria sent several bills to Mr. ***** during this time and then resulted in being sent to collections due to nonpayment. At this time there is a balance on his account in the amount of $27.56 that he will need to pay at this time. Once this is paid there will be no other balances he will need to pay. This payment would resolve the balance on his 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.


Regards,

****** *****

As stated earlier I was billed in Aug. for the first time not several as he stated, and paid in Sep. and received collection in Oct. I paid the collection because I did not want it to go on my credit report, not because of debt. I do not owe. Now he states I owe $27.56 when I received a final bill for $55.12 on Oct. 13 and paid it on Oct. 14. So once again we have a problem with billing.

                                                                                                                                            ****** ***** 

Business Response: ITEM # 1:
Mr. ***** states that he was billed only in August for the first time for the amount of $27.56. He states that after that bill he received another billing in the amount of $55.12. He states that he paid this on October 14, 2014 and there shouldn’t be any other balances on his account.

RESPONSE
We have reviewed Mr. *****’s account and at this time all balances have now been paid and applied to his account. There is no other balances in collections due to they have been paid and the balance on Apria’s account have been paid as well. Mr. ***** can disregard the billing that he has as there is a $0.00 balance on his 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

11/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account number is **********. Apria billed my insurance for medical supplies purchased. My insurance provider, BlueCross and Blueshield of Texas, paid under the terms and conditions of their agreement with Apria and I recieved an EOB stating the total billed was $97.80, they paid $20.04 and I could potentially owe $5.00. This was in September of 2013. I paid the $5.00. April continued to bill me for an additional $18.77 and I called them and they asked me to send them a copy of the EOB which I did on December 2, 2013. The fax number they gave me was ###-###-####. I did not hear anything else until 9/9/2014, followed shortly by a collection agency, West Agency Management. I paid the $18.77 but this is not right and Apria can not be allowed to misbill customers and get away with it

Desired Settlement: I want my money back and Apria Management made aware of business practices of their middle managers

Business Response: ITEM # 1:  
Ms. ******* stated she would like a refund for $18.77 because according to her explanation of benefits she was not responsible for the balance.
  
RESPONSE
We have reviewed Ms. *******’s account and confirmed that she received CPAP supplies on September 22nd, 2013. We submitted claims to BCBS of Texas for the total claim amount of $118.88 and they paid $95.11 and patient was responsible for a co-insurance of $23.77.
Ms. ******* made a payment of $5.00 toward date of service September 22nd, 2013 and it applied to the account on October 23, 2013. Ms. ******* also made a payment by credit card on October 8th, 2014 for the remaining amount due of $18.77 but during the processing of the payment being applied to the account the balance automatically rolled to collections due to the time frame of being outstanding. I have placed the balance on hold in collections to discontinue any collections efforts and requested that Ms. *******’s payment be applied to the collections balance. The balance will not reflect on her credit due to the amount and the timeframe it has been placed.


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

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

11/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I went to the local Apria medical supply store they told me that they were in network with my insurance. They had me sign an agreement that said they had verifiied my insurance benefits and the rental cost that I would have to pay every month. The sales person told me that in 10 months I would own the machine. About a month later I found out that they were not in network. I started getting bills for costs the insurance was refusing to pay precisely because they were not in network. Because they were out of network I had to pay a much higher rental fee and out of pocket deductible for the CPAP humidifier. I returned the machine and supplies and asked for a refund on my out of pocket costs minus the rental fee for the time I used the machine. I have spent manyhours on the phone trying to get through to their billing department resulting in no resolution. I finally called the Apria corporate complaint department. It has been over a week and they still have not resolved the issue or sent a refund. The complaint number at corporate headquarters is also constantly busy. The company gives inaccruate and inconsistent information to consumers. They have been misleading and fraudulent.

Desired Settlement: I would like a refund of my out of pocket expenses totalling approximately $325.

Consumer Response: Dear *******,

Complaint ID:
********

I spoke with you today to follow up on a BBB complaint concerning Apria Healthcare. A few days after I filed the complaint the company agreed to refund my initial out of pocket expenses of  $247.91 and $73.33. I called today to find out why the refund had not been issued and they told me that since I had filed a BBB complaint they would not be issuing the refund. They denied ever have made a promise to refund my charges. 

I would like to reactivate my Apria Health complaint with the BBB and will also be filing a complaint with the Missouri Attorney General and the Joint Commission.

Please confirm that this complaint has been reactivated. Thank you. 

Thank you.
******* ** ******** 
**** ** ****  ************ ** *****
###-###-####

Business Response: ITEM # 1:  
Mr. ******** is requesting a refund for $328.34 for his out of pocket expenses he paid because he was given inaccurate information during the insurance verification process for his CPAP machine and supplies.

RESPONSE
We have reviewed Mr. ********’s account and confirmed that because he was given inaccurate information during insurance verification for his CPAP equipment we have requested a refund to be processed for $328.34.

At this time his account reflects a zero 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

11/17/2014 Problems with Product/Service | Complaint Details Unavailable
11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had to use a pap machine since 2000 prescribed by my doctor after a sleep study was performed at the Sutter Medical Facility, Sutter Foundation Sleep Center. Subsequent to that time I have had three additional sleep studies; the last performed November 30, 2014. Apria has requested and received numerous justifications and documentation from my physicians. Apria claims Sutter and my physicians are unqualified to make recommendations. How does Apria qualify a medical professional? They delayed delivery of the needed PAP equipment and now want it back in exchange for a lesser quality and expensive machine. I have been prescribed and using a PAP machine with heated hose since 2000. I have received numerous phone calls from an Apria representative, harassing me again and again for more documentation and justification for receiving the hose and keeping the machine. The most recent male caller was persistent, uncooperative, negative, and abusive and had such poor English enunciation that he was virtually not understandable.I asked to speak with a supervisor and received more of the same. Further she insisted I bring not only the hose but the entire PAP machine and hose back to Apria. At that time they would give me a lesser performing / inexpensive machine of their choosing. This is not acceptable in any form.

Desired Settlement: Apria is not in the business to make medical diagnosis of a person they have never seen, nor are they medical professionals. They sell healthcare equipment. I would like Apria and the representatives in Sacramento to honor the prescription made by my doctor and to stop harassing me.

Business Response: Re:  Apria Healthcare Inc:    Sacramento CA 
BBB Complaint Case #:  ********    

Dear Ms. *****:  

This letter is in response to the complaint referenced above submitted by ****** ****** Ret Lt Col 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: 
I have had to us a PAP machine since 2000 prescribed by my doctor after a sleep study was performed at the Sutter Medical Facility, Sutter Foundation Sleep Center. Subsequent to that time I have had three additional sleep studies; the last performed November 30, 2013. Apria requested and received numerous justifications and documentation from my physicians. Apria claims Sutter and my physician are unqualified to make recommendations. How does Apria qualify a medical professional?  They delayed delivery of the needed PAP equipment and now want it back in exchange for a lesser quality and expensive machine. I have been prescribed and using a PAP machine with heated hose since 2000. I have received numerous phone calls from Apria representative, harassing me again and again for more documentation and justification for receiving the hose and keeping the machine. The most recent male caller was persistent, uncooperative, negative and abusive and had such poor English enunciation that he was virtually not understandable. I asked to speak with a supervisor and received more of the same. Further she insisted I bring not only the hose but the entire PAP machine and hose back to Apria. At that time they would give me a lesser performing/inexpensive machine of their choosing. This is not acceptable in any form. 

RESPONSE 

Per the Medicare Local Coverage Determination policy for PAP devices, the provider must obtain a Written Order Prior to Delivery (WOPD) of the item.  This WOPD must meet specific requirements outlined in this policy.  Apria was unable to obtain this order from Mr. ******’s physician and inadvertently delivered the PAP unit to him.  Medicare does allow a provider to pick up the equipment, obtain a qualifying WOPD, and redeliver the equipment to the beneficiary.  This is the process that Apria has been attempting to follow.  The equipment that would be redelivered to Mr. ****** would not be of lesser quality and would certainly meet his medical needs.

Sincerely, 

****** ***** 
Area Customer Service Manager 
NWT/NCA

11/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing a formal complaint about APRIA and damage done to myself financially which has in turn negatively affected my credit score. On 1/2/14 I contacted APRIA customer service to cancel service for an oxygen tank. It was confirmed that service had been canceled and someone would be there on 1/9/14 to obtain the equipment. Thursday had come and gone without someone from APRIA picking up the equipment. When I contacted APRIA the following day to inquire about pick-up, the person I spoke to stated that no record had been made of my cancelling their service. Each Thursday they did not show to pick-up the equipment, I called APRIA and was given the same response that they had no record of my cancelling services and someone would be there the following Thursday to pick-up the equipment. I corrected them and stated that I did not intend to pay for their error. This sort of communication ensued with my speaking with a different person each time. Once again I called on 2/26/14 to inquire about equipment retrieval. The next day, 2/27/14 is when a rep from APRIA came to reclaim their equipment. At the time of pick-up, a final bill was handed to me stating what I owed, which was signed by both the APRIA rep and myself. Each time I received a bill in the mail, I contacted APRIA and was told to ignore it and they would speak to the Pasadena Texas area manager to fix the billing error and not to pay until the correct bill was sent. I did as I was asked but continued to contact APRIA to make certain the billing error was being resolved. Each time I contacted APRIA, I was informed that there was no record of any previous phone calls to them on my account. The APRIA rep stated they couldn’t do anything for me because there was no previous history of my trying to resolve this since January. Also, the customer service representatives I spoke with used multiple intimidation and delay tactics to try and keep me from cancelling my service, which only made the situation worse.

Desired Settlement: I believed this matter to be resolved since the amount due on the final bill matched the amount mailed to me through collections and had paid it. However, on September 28, 2014 I received a letter from a different collections agency – West Asset Management, Incorporated – stating I owed APRIA HEALTHCARE for three months. This amount included what I had just paid the previous collections agency, totaling $358.62. These events have caused my credit score to decline by nearly 200 points. I expect this error to be corrected and my credit score be repaired. I intend to send copies of this letter to all entities that have a vested legal or financial interest in this matter. These include, but are not limited to, the attorney general, Better Business Bureau, all three major reporting credit agencies, my physician, all insurance companies involved during the time of service and both collection agencies. Legal action will be taken against APRIA HEALTHCARE if this is not resolved.

Business Response: ITEM # 1:
Ms. ******* has stated that she called on January 2nd, 2014 for pickup of her Apria equipment. She stated that it was confirmed that service had been canceled and was advised that someone would be there on January 9th, 2014 to pickup her equipment. Ms. ******* stated that she called back and spoke to someone about Apria not picking up her equipment and she was advised that there were no records of her calling for the pickup. She is asking for the billing to be corrected and adjusted off of her account due to she called at the beginning of January for pickup of her equipment. She states that she was turned over to collection and has paid the amount of $358.62 and does not feel responsible to have to pay anything after January 2, 2014.

RESPONSE
There are no documented phone calls made to Apria Healthcare requesting to pick up her equipment until 02/18/14 when Ms. ******* returned a phone call from a payor change representative from Apria that had left her a message to get updated insurance information. On 02/24/14 Apria first attempted to pick up Ms. *******’s equipment, but she no longer resided at that address.

On 02/26/14 Ms. ******* called back to discuss billing and why the equipment was not picked up yet. She was then advised that we attempted to pick up on 02/24/14 and there was no one at the address we had on file. Ms. ******* then provided Apria with her updated address and the next day 02/27/14 the equipment was picked up from Ms. *******. On 01/01/14 Ms. *******’s insurance changed and Apria was not notified of this, which resulted in denials from her new insurance provider for January through March invoices resulting in Ms. ******* being billed for the insurance allowable amounts that the insurance denied. This then was turned over to a collection agency in the amount of $358.62 for January through March.
 
At this time Ms. ******* has only paid West Asset Management $125.93 for January date of service, leaving February and March open for payment in the amount of $232.69. Ms. ******* will need to contact West Asset Management to clear the full balance with them so that this will no longer effect her credit score. Ms. ******* is responsible for these amount listed above. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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


Branch Manager **** ********:

I do apologize to Ms. ******* and if there was any documentation reflecting her requests to have her equipment picked up prior to 02/18/14, Apria Healthcare would gladly remove those invoices

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

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband received a wound vac supplied by Apria Healthcare in April, 2013. They collected all the insurance information and it shows up on the billing. In September, of 2013 received a bill for 1319.90 after Coventry paid$1100.00. I called and told them they had not billed Anthem and got the fax number of ###-###-#### to fax the cards again and the EOB's from Coventry. Asked them to bill secondary insurance and they said they would after I faxed the information. Received another Coventry EOB on 2-17-14 and they billed Coventry agaian so I called again and asked them to bill Anthem. Did not receive another bill until 06- 06-14 and called and talked to Christy. She discovered a posting error. They posted the Coventry payment to the Anthem insurance information. So when I requested them to bill the second insurance, they kept billing the wrong insurance. She admitted it was their error in posting, and she was not sure how it happened. Received collection notice after Apria admitting posting error. Mailed copies of everything to Collection agency and then called them to verify that it was received. Received another bill on 10-6-14 from collection agency and the collection agency read notes from Apria- non admitting posting error- just that they told me to bill Anthem myself. I never received instructions to bill myself. Every time I called I provide the details of the second insurance- not until Christy really looked at the acct could she figure out why they did not bill correctly. So after many phone calls and hours of my time, apria wants payment. We paid over $500.00 per month for medical insurance and I provided them the insurance information many times. Never did they bill Anthem , nor did they ever provide any written confirmation they had billed Anthem. I do not feel responsible for payment that my insurance would have covered if they would have billed properly. Product_Or_Service: rental wound vac

Desired Settlement: DesiredSettlementID: Other (requires explanation) no more bills- zero balance on acct- because they cannot bill properly

Business Response: ITEM # 1:  
Mr. ******* is requesting that he receives no more billing statements and that his account reflects a zero balance.

RESPONSE
We have reviewed Mr. *******’s account and confirmed that Coventry was billed for date of service May 1st, 2013 and they paid $900.10 and the total of the claim was $1,319.90. Mr. ******* contacted our office and informed us that he also had Anthem insurance.

We confirmed that claims were never submitted to the secondary payor Anthem for the remaining balance; therefore we have removed Mr. *******’s balance from collections and his account now reflects a zero balance. We apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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

11/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare has failed to send billing to medicare and my secondary insurance and have sent bills, sometimes for services over a year ago, with no clear explanation of what the bill is for. This has occurred on several occasions and each I have contacted my insurance company and medicare, both of them have informed me that they never received bills from Apria. The fact that Apria has been completely unable and or unwilling to attempt to resolve billing issues with Medicare and my insurance has cost me several hours of my time and no small amount of stress. They have also repeatedly failed to update insurance information, despite being contacted several times about the change. These practices have gone on for years. Each time I have been able to eventually resolve the error in billing and Apria has promised that it will never happen again, and yet it I have to deal with this multiple times a year.

Desired Settlement: Apria needs to start properly filing claims with medicare and my insurance. Representatives of both assured me that that I should not be billed for my oxygen. I also would like a written apology for their repeated failure to resolve billing issues and their assurance that they will first, contact both medicare and my primary insurance, multiple times if need be, before ever sending another bill to me and that bills sent out will have a complete, detailed description of all medical services and products renders. Secondly that they will bill Medicare and my Insurance in a prompt manner rather than wait years and cause unnecessary complications.

Business Response: ITEM # 1:  
Ms. *** has stated that Apria Healthcare needs to start billing properly, filing claims with Medicare and her secondary insurance. She stated that two representatives assured her that she should not be billed for her oxygen. She stated that she would also like a written apology for the repeated failure to resolve the billing issue.


RESPONSE
We have reviewed Ms. ***’s account and we have correctly billed Medicare at this time and are awaiting payment from Medicare. When we verified insurance coverage with Medicare they stated that they cover Ms. *** at 80% and she will be responsible for 20% to pay. Ms. *** will be billed once Medicare makes their payment to Apria Healthcare. We do apologize that Ms. *** was miss informed about her account being corrected but I can assure that her account is corrected at this time and awaiting payment from her insurance. If Apria Healthcare happens to needy any other information we will contact her via phone or by mail.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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

11/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Services were rendered by Apria Healthcare by providing replacement equipment for my BiPap Machine. Per my insurance carrier, Anthem Blue Cross Ca, Apria failed to provide proper billing documents. I have spoken on the phone with both Apria and Anthem Blue Cross regarding this matter. Anthem Blue Cross has made several attempts to gather the proper documentation from Apria to no avail. Today on yet another phone call with Anthem, they state that Apria has denied contact on my part, absolute fabrication. The only thing I have deny to Apria is to charge my credit card for this particular bill. It should be noted that other bills submitted have been paid in full by my insurance carrier prior to this statement and then again after. We also noted that Apria overcharged me for my copay than was legally required in the past for my portion on the statement. Apria has notified me that I have been sent to collections for this debt and Anthem is stating I do not owe them the money, please help. Product_Or_Service: Bi-pap machine and equipment Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) If possible, I would like someone to mediate this problem as not to cause me harm on my credit history and a refund for the over charges from Apria.

Business Response: ITEM # 1:  
Mr. ******* is requesting that we correct the billing on his account and refund him for overcharges paid to Apria.

RESPONSE
We have reviewed Mr. *******’s account and confirmed that we have submitted the proper documentation to his insurance Anthem Blue Cross to process the claims that were sent to collections. We have also requested the balance to be placed on hold in collections to discontinue all collections efforts until claim processing is complete.

Mr. ******* made a payment of $27.73 on June 2nd, 2014 and was only responsible for $13.85 so $10.88 was applied to date of service February 26th, 2014 for CPAP supplies and the remaining amount of $3.00 was reversed off and a refund check will be sent out to 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

11/12/2014 Billing/Collection Issues
11/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Health Care sent me a bill for payment of $216.48 some 8 months after the supposed product was provided. They give absolutely no proof of any arrangement between us. They do not specify what the product or service was they are billing for. They give me a deadline to pay the amount as sometime after sending their bill, yet the bill was not dated, nor was the request for payment signed so I could talk to someone about the billing. The address they show to respond to is incorrect. There is not zip code for Pasadena, Ca of 31001-1157 says the BBB as was shown on their billing. I wrote a letter to Apria at the address given on the billing on August 2, 2014. They did not respond. My doctor who would have prescribed anything they might sell says they contacted Apria and the mistake was corrected, yet I am now receiving collection letters, and must consult an attorney to help me with this issue. Product_Or_Service: Unknown - Not specified by billing party Account_Number: NO CONTRACT WITH ***

Desired Settlement: DesiredSettlementID: Other (requires explanation) Request payment of attorney fees, and the reversal of the charge of $216.48. I also request a reasonable fee for the emotional stress involved in this matter of $1000.00. I also ask that they provide me with an alternate provider of sleep apnea equipment that accepts Medicare payments and is approved by the "Pecos Enrollment Plan." I also require in a settlement that they continue to supply me my medical supplies as prescribed by a PMA-Pulmon

Business Response: ITEM # 1:  
Mr. **** stated he received a bill requesting payment of $216.48 and the statement did not specify what product he was being billed for. He stated he is receiving collections letters and would like assistance with resolving the issue.

RESPONSE
We have reviewed Mr.****’s account and confirmed that the statement he received was for CPAP supplies he received. I have also confirmed after management review that Mr. ****’s balance was removed from collections as of October 14th, 2014 and at this time he has a zero balance.

We have requested that Mr. **** provide us a doctor that is PECOS enrolled and we can continue to supply him with supplies and bill Medicare for the claims. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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

11/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/11/2014 I called Apria to request refills on some medical equipment accessories. After placing the order the customer service rep told me I would owe $36.81. I then advised her I would owe nothing because my family had met our out of pocket limit for the year. She said they'll have their billing team review my benefits and bill me if I owed anything. Today I logged on to pay my credit card bill, and see they went ahead and charged my card. Although I probably used this card in the past with Apria, I never gave any permission for them to automatically bill it at their choosing. I did not authorize this transaction, and did not provide any credit card information during this call, due to the fact that I know I will owe nothing for this equipment after my insurance pays. Once the charge posts I will dispute the charge with Discover so that I get my money back, and so Apria loses it's profits on this transaction in dispute fees from the cc company.

Desired Settlement: Don't ever charge my credit card without my permission again! Doing so will just result in you losing money in chargeback fees.

Business Response: Re: Apria Healthcare Inc: Jackson, TN
BBB Complaint Case Number: ********
ApriaPatientllJ#: **********

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 upset regarding his discover card being charged when he did not give
authorization. He states that he has met his yearly out of pocket and his insurance will cover the
claim at 100%.

RESPONSE
We have spoken to Mr. ******* regarding the credit card charge and will be refunding
him back in the amount of$36.81. We have apologized to him for the inconvenience and
made sure his credit card has been removed from Apria's system.

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,

***** *******

11/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ordering C pap supplies, company charged credit card for $147 because Medicare deductible had not been met. They failed however to bill Medicare thus I am out of pocket $147 twice 1st for their charges and second to the DR.'s who charged correctly. I have spent hours on the phone with Apria to no avail; the persons on the line are never the right person to fix the problem. The billing department sends me to the Medicare department, the Medicare department send me to billing, the complaint department tells me to wait 20 to 30 business days for results when called back after 30 days I am told to wait another 20 to 30 days by letter. I have literally spent 60 + hours on the phone 99% of the time on hold, the buck stops nowhere.

Desired Settlement: An apology, my money refunded, to talk to someone in authoity who can change their system, I can't be the only person that this has happened to. I feel like I am caught up in the Grishamn novel The Rainmaker.

Business Response: ITEM # 1:  
Mr. ****** is requesting a refund for the amount of $147.00 that was taken from his credit card and his Medicare insurance plan was never billed.

RESPONSE
We have reviewed Mr. ******’s account and confirmed that claims for date of service September 8th, 2014 were submitted to Medicare on October 2nd, 2014. We received payment from Medicare on October 24th, 2014. Therefore we have requested that Mr. ****** receive a refund for $147.00.

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

11/6/2014 Billing/Collection Issues | Complaint Details Unavailable
11/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint against Apria Healthcare who has been harassing me this entire year over a charge of $9.48 which was paid to them by Heartland National Life Ins. Co. on Nov. 15, 2013. They cashed the check #****** on Nov. 25, 2013. I have attached copies of the EOB and the check. I have called Apria over and over again and they always said that they saw the payment on their records and to disregard the invoices they sent me. On June 10, 2014, I called and spoke to *******. She said that this payment was recorded on their records and she would clear my account. But instead of doing that, they sent the charge to State Collection Service who sent e a letter dated June 15, 2014. I contacted the collection agency by telephone, but they refused to believe that the payment Apria received was for a different date of service and then they hung up on me. On June 20, 2014, I called Apria once again and spoke to ****** who promised to stop the collection agency. The debt collection agency called me on June 25, 2014, to collect this debt and once again I told them that it had been paid. On June 26, 2014. I called Apria once again and told them that if this matter was not resolved, I was going to file a complaint against them with the BBB. I thought that it would stop there, but instead, on August 30, 2014, the collection agency sent me another letter dated August 12, 2014, along with a copy of Apria's open receivables by customer which they said I had asked for but I never did ask for anything but a release of these charges.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this issue resolved at once so that it does not affect my credit rating and I want it IN WRITING from the State Collection Agency and from Apria. Thank you.

Business Response: ITEM # 1:  
Ms. ******* stated she is being harassed by Apria for a charge that has already been paid by her insurance Heartland National Life and has also been sent to collections for the amount.

RESPONSE
We have reviewed the account and confirmed that Ms. *******’s insurance Heartland National Life paid the balance of $9.48 on November 25, 2013. The money applied to our system as indentified and was never applied correctly.

We have requested that the balance be removed from collections for $9.48 on September 3, 2014 and have reached out to State Collections requesting they provide her a letter as confirmation that the balance has been removed from the account and credit report

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

11/6/2014 Billing/Collection Issues | Complaint Details Unavailable
11/6/2014 Billing/Collection Issues | Complaint Details Unavailable
11/6/2014 Billing/Collection Issues | Complaint Details Unavailable
11/6/2014 Billing/Collection Issues | Complaint Details Unavailable
11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My doctor ordered cpap machine. When I went to pick it up (at night) they told me I had to leave my bankcard info in case my insurance did not pay. They told me I had a balance and a rental. I told them that was not correct as my insurance would pay 100%. Made several phone calls, they assured me they had correct info, refused to talk with my insurance on a three way phone call, continued to take money out of my personal checking account, told them I had an EOB showing they did one time bill the right insurance , why not the rest, told me they had no such info, called the main office, spoke with several supervisors, told me everything was handled, when the insurance paid them they would refund me, week later insurance still had not been billed, called apria 4 days later, still had incorrect insurance info, told me it would take a month to verify benefits and rebill, after that I would get a refund, then they sent a rep to my home to pick up machine, I told them I had paid 2 months rental of $23.68 and 188.04 and was not giving up the machine until I got a refund. Spoke with several people again, once again got the run around, my insurance company even called and was hung up on. I want my 188.04, 23.68 x 2 refunded, my insurance will pay 100%, this company needs to get it right and provide better customer service.

Desired Settlement: DesiredSettlementID: Refund $188.04 for whatever they took the money from my checking account for, $23.68 for the month of August-September rental and $23.68 for the month of September -October renal.

Business Response: ITEM # 1:  
Ms. ******* is requesting a refund for $188.04 and for amounts that were taken from her checking account for the month of August, September for $23.68 per month and $23.68 for the month of October.


RESPONSE
We have reviewed Ms. *******’s account and confirmed that a refund was processed for her on September 30th, 2014 for $188.04 and also an additional amount of $24.63 for the month of August and was processed on August 21st, 2014.

There is also another refund in process as of October 7th, 2014 for two amounts of $24.63 that will be sent out to the patient.

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

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called Apria numerous times requesting an itemized list of what they are billing me. I keep getting the run around. I have been receiving services from Apria Healthcare for over two years now. On January 1, 2014, my health insurance changed. In April of this year, I received a bill from Apria for $119. When I called them to ask what the bill was for, I was told it was for an O2 concentrator I was renting from them. I did not know until this point that my health insurance was not going to cover the O2 concentrator. It took until April for Apria to bill me for rent for January. I told Apria to come and pick up the equipment. I also paid this bill over the phone while still speaking with the Apria rep. Apria did come and pick up the O2 concentrator a couple of weeks later. I did not receive any further billing until August. This bill indicated that I was seriously past due. I called Apria and complained that I had not received any bills prior to this one. I also stated that I wanted an itemized bill before I would pay anything. The following week I received a sloppy computer screen capture of gibberish that made no sense. The next day before I could call Apria again I received another letter from a collection agency. Apria had turned over part of what they claimed I owed to this collection agency. I called Apria and was told they (Apria) had made a mistake. When I made the payment over the phone previously, it was applied to a later charge, and not to the January-February bill. I was told this would be corrected and I would receive documentation stating that the amount turned over to the collection agency would be reversed. I then paid over the phone the total amount they claimed I still owed, being assured that I would receive documentation. This was on August 28, 2014. A week later I received a small register receipt for the charge on my charge card and nothing else. This week I then received another bill from Apria stating that I owed more money and I was seriously past due. I called Apria again and was asked to send them a fax of my credit card statement showing the amount that was charged to pay my bill with Apria. I was also told I would be called back when they received this fax. Of course this did not happen. I then called Apria the following day (today, September 12, 2014) and asked to speak with a supervisor. I was told the supervisor was out of the office. I would like to receive an itemized list of all charges and payments received. I am also upset that they were charging for the O2 concentrator but waited until April to inform me that my insurance was not covering it.

Desired Settlement: I want Apria to send all the documentation that they promised. This includes an itemized list for all charges, documentation that the amount turned over to a collection agency has been retracted, and documentation for all payments that have been applied to my account by me and my health insurance.

Business Response: ITEM # 1:  
Patient has called numerous times requesting itemized statement for bills he is receiving. His insurance changed on 1/1/14. He received a bill in April for 119, he called in and asked what it was for and was told it was for the concentrator. He stated that he did not know until this point that insurance would not cover the equipment. Patient requested the equipment be picked up. It was picked up. He then got another bill in August, again showing past due. He contacted us again and requested itemize bill before he paid Apria anything. Then the claim was sent to collection agency. He called and stated that we had made a mistake and was told this would be corrected.

 Patient wants all documentation that Apria promised him including itemized bill, removal from collections letter and documents showing the payments from patient and insurance.

RESPONSE
After reviewing the account I filled out a flex statement which shows all the claims billed to both the insurance and him. It shows all payments made by insurance as well as the patient and what equipment was billed. This is at the bottom of the letter.
The collection balance for date of service 2/16/14 in the amount of $
119.58 was not removed from collections. I do show the payment I have sent it to be applied correct and removed from collections. While this is being completed I have placed the collections balance on a hold so it does not affect the patient.

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

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 have heard this same information on the phone before.  And as before, I still have not received any of the promised documentation.

Regards,

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

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 not received any of the documentation that I have requested.

Regards,

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

Business Response: ITEM # 1:
Mr. ******** stated he heard the same information on the phone before and still has not received the documentation.

RESPONSE
We have reviewed Mr. ******** account and confirmed that a detailed itemized statement was completed on September 23, 2014. I have mailed a copy to his address on file again to ensure he receives a copy of the information.

Mr. ******** no longer has a balance in collections as the payment was applied on September 25th, 2014 and was not placed long enough to reflect on his credit report. At this time he has an open balance of $13.56 for a CPAP FRAME SYSTEM received on September 19th, 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

11/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/25 they cash my check to pay my account They sent a statement dated 8/8 with still the balance due On 8/26 I called and they found my check and it was not applied to my account. They sent a statement dated 9/8 still with a 162 balance and nothing was posted I called 9/23 they have no idea why it not posted and say the bank has not informed them that they received the check Not sure what the bank has to do with it since I mailed it to them

Desired Settlement: I want the money applied to my account and a zero balance

Business Response: ITEM # 1:  
Ms. ***** states that her payment that she sent to Apria Healthcare was not applied to her account. She stated that the check was cashed and not applied. She stated that she has received another bill and no money has been paid.

RESPONSE
We have reviewed Ms. *****’s account and there is no balance open for payment at this time. Ms. *****’s payment has posted to her account leaving $0.00 on the account. Ms. ***** can disregard any statements that she has received as they are incorrect. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
***** ***
Billing Center Quality Specialist
 

11/5/2014 Problems with Product/Service | Complaint Details Unavailable
11/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an automated message on my phone to get an automatic shipment of filters, and tubing, for a sleep apnia machine (cpap). Previously I had to call for these as needed but they had always been free. The automated message stated something to the effect that if I wanted to receive these filters on automatic shipment hit 1 on the phone. I did. There were not details of cost, i assumed they would be free as they always had been before. I received a bill for 50 dollars. I called and spoke with a rep stating that I could return the product and wait until it was covered 100% by my insurance. He declined and just reinforced that i needed to pay the money i owed. I asked him to remove me from the automatic shipment and told him I would report him to the BBB. The bill has now been turned over to a collection agency.

Desired Settlement: I would like this bill to be reversed, and also want to make the BBB aware of this shady practice of setting up automatic shipment for supplies that will be charged without mentioning the amount charged .

Business Response: ITEM # 1:  
Concerns with advertising

RESPONSE
Mr. ***** placed an order on Apria Healthcare’s automated system on 03/25/14. The automated system clearly states if there is any deductible or out of pocket amount due, the patient will receive a bill. Mr. ***** called in August to dispute the charges and was advised by the billing center that the amount was due from the March order.

As a good will gesture, Apria Healthcare will refund $50 to Mr. ***** and inform him that we have removed him from our automated system to avoid future confusion. We will also inform Mr. ***** that ultimately it is the patient’s responsibility to know their plan deductibles and out of pocket information. Mr. ***** will be encouraged to contact Sleep Management Center directly whenever supplies are needed in the future.

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

11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to deliver sleep monitoring device on two separate occasions totaling three days of lost work. First offense, Apria showed up at my residence one day to replace an O2 concentrator. I know nothing of the delivery. The Apria driver got stuck in my drive way, knowing his truck could not navigate the turn and get up the drive. He was high centered and in trying to free the truck did extensive damage to my drive way. I have video and photos of the damage which I showed to Manager **** ***** at Apria. He agreed and said he would turn it into their insurance and I would receive a call. It has been three weeks and no call and my driveway is still damaged. Second offense, Apria was scheduled to come to my residence to demonstrate use of the CPAP machine they sold me. They did not show up the scheduled day or the following day. Eventually I had to drive from my out of town residence to their office in Denver to learn how to use the machine. Third offense was my doctor ordered a sleep monitoring test. Apria called and said the device would be delivered on August 22nd. I stayed home that day and it was not delivered. I additionally stayed home on the 25th in the event it would be delivered that day but it wasn't. I have contacted the home office by letter in Ca Branch and received no response. Same with the Colorado Branch office. It is impossible to call their number and talk to a live person. I informed my pri**** care doctor of their practice

Desired Settlement: I want Apria to send out a contractor to repair the holes in my asphalt driveway when their truck damaged it. I have it on video an photos. I Do Not want to have to take more of my time to find companies who do repairs, call them and get estimates to submit to Apria's insurance. I want them to have a company call me, arrange a time to come out to repair it and do so. I have waited long enough for them to contact me on this.I also was $500 for the three days lost work waiting for them to deliver my sleep monitoring device and use of my CPAP machine. Appria were the one's who arranged the delivery times and arranged to have someone demonstrate the CPAP machine and didn't show. All I have received from Apria is undelivered lip service.

Business Response:

October 15, 2014

Better Business Bureau 
Attn: Sarah ***** 
Dispute and Information Analyst Lead 
***********************


Re:  Apria Healthcare Inc:   Littleton CO 

BBB Complaint ID#: ********

Dear Ms. *****: 

This letter is in response to the complaint referenced above submitted by William ******* 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:  Customer Service Issues and property damage 

RESPONSE 
Branch Manager called Mr. ******* and was told he was leaving town and would have to call back later. Manager is still unable to make contact as of 10-2-2014. 

In regards to the property damage Apria’s Risk Management Dept reports the following: 
This loss was reported to our TPA ********* ******* on 9-9-14 to review the claim reported by claimant, alleging damage to driveway caused by an Apria vehicle on or about 7-31-14. ********* ******* resolved the claim with Mr. ******* for $500 and the file has been closed since 9-16-14


Sincerely, 

**** ****** 
Physician & Patient Relations 
Apria Healthcare Corporate  
Lake Forest CA. 

 

 

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,

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

10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ******* ******* and I got a CPAP machine last June of 2013. I had problems from the very beginning. They had problems with getting the fax from my doctors office. My doctors office was so frustrated after they sent it for the 4th time, I thought I was going to have to hand deliver it. They finally got it and they brought me the machine. They charged me $64.00 up front saying it was for the first month and the mask. Than they charged me again another $64.00 saying it was for the first month and the mask again. I fought with customer service on the phone until August and got no where, so after all of the frustration, we decided to return the machine and buy one of our own. My husband looked up the address and it said they were on Nova Road in Daytona and he went and they had moved to Mason Avenue, but apparently the internet was not up to date with the address. He was told at the office that the equipment belonged to Altamonte Springs and he was like, I am not driving all the way from Daytona to Orlando! They said they would handle it and he left. After that, I became very ill and was diagnosed with MS. I was in rehab for three months and am not supposed to be under any stress. I kept getting calls from India asking for my credit card from Apria health care. I thought they were not the real thing, so I hung up on them. I was getting sick and tired of the calls, so today, I called the billing department and was told I had a $1300 bill! For a machine I no longer have, nor has anyone ever contacted me about equipment for this machine, or replacement items that should have gone with the machine, or any kind of follow up after the machine was dropped off. I am being charged $1300 for AIR. I have a machine from amazon.com and I buy my own replacement parts and masks and tubing. I want the billing to stop back to August of 2013

Desired Settlement: I want the phone calls to stop. I want the billing adjusted back to August of 2013 when the equipment was returned.

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: Patient is being billed for equipment that she states she returned in August of 2013.

RESPONSE: We have not been able to confirm the return of the equipment We have
tried to contact the patient for additional information but her number was disconnected. If
the patient can provide us with any documentation to show proof of the return or any
other details, we will be glad to look into it further.

Sincerely,

******** ***
Customer Inquiry Representative

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 new phone number is ###-###-####.  I have moved and told them I did not have any kind of proof that the item was returned.  I told them the date and also told them I took it to the Daytona address of Apria but also told them the original location was in Altamonte Springs.  They also NEVER followed up with me at any time during the time I had the equipment or any time after I had returned the equpment, but they kept charging my account and double  charged my account in August until I closed my bank account to stop them from charging my card.  I had called them numerous times and told them the equipment was returned and they said they had records of those calls, but the other problem is they use overseas calling centers with people who do not speak English, so who knows, what happened with the records.  i could never get a hold of anyone state side to help with the problem.  Now they are trying to charge me over $1300 for equipment I do not have and if I had this equipment the whole time, why did they never check on the equipment at my home?  

 
Where is the proof of their home visits after depositing the equipment?  Why wouldn't they pick the equipment up even when they knew I was handicapped and could not drive?  They also knew I was in and out of rehab for MS and inuries from a car accident at the time when I received the equipment, but they never followed up.
 
I refuse to accept anything, but them reversing all of these charges because i will NEVER pay for something I don't have and they can't find because of their own incompetence.
 
Regards,

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



Business Response: ITEM # 1:  
Ms. *******’s states that she refuses to accept anything, but Apria reversing all the charges because she will never pay for something that she does not have and Apria cannot find. She states that she returned the equipment to the Daytona address. Ms. *******’s states no one from Apria ever followed up with her regarding the equipment even when Apria knew she was handicapped.

RESPONSE
We tried to contact Ms. ******* at the phone number she provided (###-###-####), however the phone number was not in service. We have reviewed Ms. *******’s account in full and have no record of her requesting a pickup of the BIPAP unit or it being returned to any of our offices. We reviewed the BIPAP serial number of ************* that was provided to Ms. ******* on June 20, 2013. We only have record of this serial number being provided to Ms. ******* from June 20, 2013 – August 8, 2014, when the BIPAP unit was converted to sale. We have no records of this serial number being re-entered back into any of our Apria stock.

Apria’s policy regarding BIPAP unit is to follow up with the patient if they contact us regarding service or supplies. We did try to speak with Mr. ******* on multiple occasions, however most of our calls where disconnected.

We believe that we have taken all appropriate steps to try and resolve this problem to Ms. *******’s satisfaction. However, we are not able to confirm that the BIPAP unit was returned, therefore the open balance of $986.92 with Apria and $1298.79 with collections is Ms. *******’s responsibility.

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 am not sure why Apria continues to lie.  I did give them my correct phone number of ###-###-#### and no one else from my doctor's office to my pharmacy has had any trouble contacting me.  That is lie number one.  Two - They never followed up with me on this machine after dropping it to my house.  Yet, they are saying they were billing me monthly for service, but they provided no supplies, no new tubing, no masks, no adjustments, so what were they billing me for?  Just having a machine in my house?  If they followed up on that machine with that serial number, than where is the proof that the machine was still at my home.  Where is the follow up with a technician to check the machine.  Where is the proof of new tubing, new masks, filters etc.  Those were supposed to be changed out every three months, but yet, they have no record of any follow up visits to check this machine that is supposed to be at my house.  They keep saying this bill is due when I did have numerous conversations with them for charging my credit card after the machine had been turned in and they never refunded my money.  I had to shut off my card and get a new one because of their continuing charges after the machine was gone.  I stopped talking to them after six months because I kept going around in circles with them over the same thing and they would not listen to me.  They just kept telling me I owed money even after everything.  Apria has the llousiest record of customer service and this is the exact reason why.  they don't care anything about their patients, they only care about the money they can collect and not how they provide customer service.  They also knew I was handicapped because they did not even want to drop this machine at my house in the first place.  They wanted me to pick it up in their office.  They also would not pick it up from my house and I had to have Votran take me to their office to drop it off.  

 

Regards,

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



10/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It is with regret I need to bring to your attention the poor business practices by Apria Healthcare. I have sleep apnea, a narrow airway and need a bi pap machine. I have been a customer/patient for years. Al l of a sudden my statements were incomplete with no description of services, claims were sent to my insurance even when wrong supplies were sent and a bi pa p machine withheld for 3 days ca using me to miss work and wages with no adjustment to my statement. A lack of a machine ca used a health risk in sleeping with not keeping my airway open. I don 't want this treatment to happen to anyone else The broken machine caused a real problem. Every ti me I called customer service I got a different person with a different excuse. They demanded a credit card before they would replace a machine. My response was I would get the machine and would give them my card. Then I asked if they had a replacement with high pressures and they said yes. I asked them to check and they said they would check after they had m y credit card. This debate went on for 3 days only to find out they didn't have the machine and they only wanted my credit card. My concern was that they would deplete my account without my permission.. With a weekend approaching I asked if they could give me a machine with lesser pressures until they could give me the correct machine with higher pressures. They said No unless they got a new prescription from my Dr. and I got there before they closed. (45 minutes).with a credit card. l got a substitute machine with lesser pressures and it took 3 ***** to get the correct machine with no adjustments to my statements and reimbursement for loss wages. They continued to send claims as if there was nothing wrong with their customer service, comments, lies and treatment to their patients Comments such as we don 't replace machines to your home anymore unless you have cancer or need oxygen. We are losing money with that service and sending billing statements. They would rather refuse service, put patients at risk then lose money. I dropped their service , returned their machine and they continued to send statements. Then they started sending demands to collection .. I have communicated with collections and dispute the demands, and want reimbursement. Apria is continually sending new statements to collections with additional charges with new amounts and collections wants a payment plan.

Desired Settlement: I still refuse to reveal my credit card and started sending money orders to collections. This issue needs to stop between Apria and collect ions. (**** ***** ********** ********* *********

Business Response: Item#1
Ms. ***** is upset over billing and customer service issues. She states that she has been sent to collections and refuses to
give her creclit card number to Apria. Ms. ***** states that she missed work because of Apria arul should be reimbursed
for missed wages. She also was informed that Apria would not bring her a new BIPAP machine when hers broke because
she did not have cancer Qr need oxygen. She is upset that the pressure could not be changed without a prescription from
her doctor. 

RESPONSE
We have reviewed Ms. ***** concerns and tried to contact her by phone to discuss the issues that she states
have occurred. However, Ms. ***** stated that she bad been infumied to not speak with Apria regan:ting her
account any longer.

After review of Ms. ***** account we found the following:

1.7.1 0 - Ms. ***** was set up with a BIPAP machine and supplies.

7.30.13 -Ms. ***** called to order supplies for her BIPAP, we informed her that we needed an updated
prescription per the payor guidelines. The prescription we had on file was from 2009 and they are only valid for
12 months. We reached out to Dr. **** for a new prescription.

8.5.13 -We received the prescription from Dr. **** and processed the supply order. We spoke with Ms.
***** and explained that she had a 200/o copayment due for the supply order. She did. not want to provide her
credit card number to charge her copayment because.she stated Apria was trying to pull something over on her.
Ms. ***** did provide her credit card information and her copayment of $24.81 was charged and her order was
shipped.

8.9 .13 - Ms. ***** called back regarding issues with customer service and to have her BIP AP checked. We
offered Ms. ***** an appointment for 8.11.13 at 11:30. She stated that she had been informed that this would
be taken care of today. Apria informed Ms. ***** that th~ clinic had closed for today as it was 5:00pm. We
informed Ms. ***** that we would call on Monday to verify warianty status of her BIP AP machine with
Respironics as they were then closed. At this time we also informed Ms. ***** tllat if the BIP AP is no longer
under warranty we would need a new Prescription.

8.12.13 -We contacted Respironics regarding the warranty on Ms. ***** BIPAP machine, it had expired on
8.5.1 0. We contacted Ms. ·***** and explained the warranty had expired and she requested to cancel her clinic
appointment and she would call her doctor an" request a new BIPAP prescription.

8.13.13-We received a prescription fora CPAP machine and not a BIPAP machine, which is what Ms. *****
had.

8.14.13 -Ms. ***** was upset that we were both~g her doctor. We informed her that we need the pressure
settings and the correct machine on the prescription. We faxed a request to the doctor for the ·corrected
prescription.

8.15.13 - We received the prescription from the doctor for a new BIPAP machine.

8.16.13 -We obtained authorization from Ms. ***** insurance for the BIPAP machine.

8.19.13 -We contacted Ms. ***** to schedule an appointment and she did not want to purchase the BIP AP she
wanted to rent it. Therefore we told her we would have to request a new authorization from the insurance and
follow back up with her. We obtained the authorization for the BIP AP from the insurance. We contacted Ms.
***** and she wanted an itemized statement of the charges before she decided if she wanted to move fozward
with the BIPAP. We sent the requested itemized statement to her.

8.21.13/8.26.13- Left message for Ms. ***** to call and confirm scheduled appointment for 8.27.14 at 11:00.

8.27.14- Ms. ***** called and left a voicemail that she can only come in only Mondays. We called and left
her a message to call us back and let us know what day works best for her. We updated the appointment to 

9.9.13 for the time being to allow her time to call back.

9.12.13 -Ms. ***** called and stated that she was getting an error message on her BIPAP and wanted to know
how to remove it. Respironics stated the error code, is an internal failure of the system board Ms. *****
requested to be set up with a n·ew BIP AP that day. She requested for an RT to come to her home because she
had taken off work due to a sinus infection and is only leaving the home for a doctor's appointment. We
informed Ms. ***** we WQuld call her back once we had received clarification on her balance and the set up.
We contacted Ms. ***** back and explained that her balance was for deductJ.ble and copayment amounts due.
We also explained that" she would need to co:t;ne into the office to be set up with the new BIPAP.

9.13.13 - Ms. ***** calledApria 15 tim.es to check on the BIPAP machine setup and was infunned that the
machine would have to be special ordered. Apria received a prescription from the doctor to set Ms. ***** up
on a BIP AP 25/21 pending the arrival of the BOP BIP AP that will provide higher pressure. Ms. ***** was set
up in clinic and explained and instructed on use of the BIP AP machine.

10.8.13/10.10.13 -Called and left a message for Ms. ***** to call back to schedule the BOP BlP AP set up.

10.11.13 -Ms. ***** called and stated that she· could come in on 10.21.13 to be setup with the BOP BIPAP.

10.21.13 - Ms. ***** come into clinic to be setup on BOP BIPAP and returned the loanerBIPAP. We waived
Ms. ***** placing her credit card on file per our nonnal policy to seCQre our equipment that we had provided
service for.
Ms. ***** called multiple times regarding her billing and we explained each time the charges and that her
insurance UHC had applied copayment or deductible amounts to the pending claims.

5.20.14- Apria received notice from *** that Ms. ***** insurance had termed on 4.30.14. We tried to
contact Ms. ***** regarding her new insurance information.

5.29.14- Apria verified online that effective 5.1.14, Ms. ***** became effective with Paci:ficare HMO.
Therefore, Apria placed the equipment in a transition because we are not in network with Pacificate HMO.

6.3 .14 - Apria picked up the BIP AP machine as the transition had been completed.

As of today Ms. ***** owes a balance of $141.77 for applied deductible on the 4.21.14 date of service. As for
the balance that was referred to collections for the 10.21.13 - 3.21.14 dates of service in the amount of $617.42
that was applied as deductible or copayment amounts. Ms. ***** has paid part of the balance due to
collections, leaving a balance of $283.54. As a courtesy we have removed the remaining amount of $283.54
from collections, leaving a $0.00 balance due to collections. Ms. ***** still owes the remaming balance of
$141.77 due to Apria for the 4.21.14 date of service.

We believe that we have taken all appropriate steps to resolve this problem to Ms. ****'s satisfaction.

Sincerely,

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

10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Health Care has ignored requests to resolve a billing issue and has forwarded my account to a collection company even though I have continuously contacted them and sent copies of payments made by my bank. There phone is never answered after putting me on hold forever. It then drops off. Their billing statements are extremely confusing with no information about what the charges cover. I have been trying since May to get these issues resolved with no success. I have talked to at least five different people, sent copies of my payment receipts from the bank. Just don't know what else I can do. The fact that they are ruining my credit rating which I am very careful with is aggravating, since I can do nothing to resolve it. Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a copy of their payment records. They have offered to send this but never do. I want them to stop sending my bills to a collection agency and I want to know what I am paying for when I am billed.

Business Response: ITEM # 1:  
The patient states Apria Healthcare has ignored requests to resolve a billing issue and has forwarded her account to collections. She stated she has continuously contacted Apria and sent copies of payments made by her bank. She states no one ever answers the phone and the call drops after long hold times. The patient states the billing statements are extremely confusing with no information about what the charges cover. The patient states she has spoken with at least five different people and sent copies of her payment receipts from the bank.

RESPONSE
I have reviewed the account. I would like to apologize for any inconvenience this may have caused you. According to the notes on your account with us, you advised us that a payment of $88.32 was sent on June 4, 2014 that was not reflected on your account. The agent you spoke with on August 18, 2014 in regards to this matter started a system wide search of this missing payment. On August 28, 2014, the payment was located under a different server within our system and was applied to your account on August 29, 2014. Due to the payment posting under a different server, an invoice for February 23, 2014 date of service was sent to collections. Due to this mishap, I have sent notification to the collection agency to have the balance removed. I have also requested that a letter is sent to you once the removal is complete.

Again, we do apologize for any miscommunication on this matter. 

Sincerely,
******* ********
Issue Resolution 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.

Several times I have requested a summary of my payments to Apria.  This has not been forthcoming.  My problems with Apria's billing dept. started well before the August date mentioned in their memo, as early as June of 2014.  They have sent my account to two different collection agencies. I take exception to this action which reflects on my credit rating. It is next to impossible to trace payments thru their current invoice format.  I will not be satisfied until I receive a print out of all payments made to Apria  by me from January 2014 to the current date.


Regards,

***** ******** 

Business Response: Item#1
The patient advises that the previous proposed resolution .does not suffice for her concerns:

Advising Apria has ignored her requests to resolve a billing issue related to a missing payment
and that we are ruining her credit due to an invoice that would have shown as not paid in our
system. Patient advised she provided documentation to prove payment was cleared.

The patient was removed from collections regarding the billing as it did show an Apria error that
the payment did not apply to the invoice.

Patient is currently requesting we provide her with a copy of her payment records for the account,
and what she is paying for when being billed.

RESPONSE
Enclosed is a copy of an itemized statement that will show where the payments received
have been applied and to which invoices on the account. I do apologize that the
statements normally mailed out are not as clear as desired. We can have an itemized
statement sent out regarding the account per your call in request to obtain this
information to the Patient Pay Management Center at ###-###-####.


Sincerely,

******** *******
Issue Resolution Specialist

10/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Since The week of September 22 the Visiting Nurse has been calling your Marietta facility for delivery of a humidifying filter for the oxygen system that was delivered on September 19. It takes forever for anyone to answer the phone (770-565-0311). My lung doctor *. ***** ******* wrote a prescription and faxed it from his office upon request from Apria in Marietta. That was also in September. The week before last we were told that the shipment was made that day by FED EX. Now they are telling me the shipment will be delivered eventually. I want some definite answers as the nosebleeds are getting much worse. Piedmont Hospital made the arrangements for this service, but I am positive I can find a competitor in the Atlanta market with much better service.

Desired Settlement: Delivery immediately of the humidifying filter for this oxygen machine will put an end to this horrible experience

10/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been incorrectly charged multiple times by this company. We have reached the maximum out of pocket with our insurance company and they have paid everything to Apria in full, even if our insurance did not cover in full they should be billing Children's Special Health Care Services and any charges after June 1st would go to Medicare after our insurance. I was charged our full deductable and a coinsurance payment (over $500) over two separate payments which I am being sent a partial refund and will be sent the rest after they recieve the rest of the payment from my insurance. and today while checking my online banking I was charged $22.70 today. When I gave my debit card information I was only giving permission for a one time payment which I was told would be $33 and some change, ended up being $330 and some change, and of course the billing office is closed today because of the 4th of July. This is absolutely rediculous and is causing me to have problems paying other bills. They need to stop charging when I owe them NOTHING!!!!!!!!!! I am beyond upset.

Desired Settlement: I want my money back immediately and I want my card information removed from their system immediately, and I want this company held accountable for their actions!!!

Business Response: Item#1
Ms. ******** stated that Apria Healthcare has charged her multiple times. She has stated that they have
met their out of pocket with their insurance company and they have paid everything in full. She stated that
she was partially refunded and was advised that she will be refunded the remainder after her insurance pays
the balance. Ms. ******** wants to have this corrected soon.

RESPONSE
We have reviewed Ms. ********'s concern and have found that .she is due a refund in the amount of
$168.50. The reason is that the insurance company had not sent payment to Apria but has stated that it was
paid. Apria Healthcare called and spoke to the insurance and they are sending the checks at this time and
they will apply to the balance for insurance payment. Ms. ******** is being refunded everything that has
been paid on the account at this time.

At this time there is no balance on the account for payment as the insurance is sending payment to Apria
I have also removed the credit card from the account so the card will not be charged.We do apologize for
the miscomnunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,

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

10/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A bill for services was mailed to us from Apria without them first sending to both Insurance and Medicaid, which they have done on a monthly basis for 5 years.The letter informed us we would be sent to collections. After phone conversation w/ apria agent they said a letter would be sent to both us and the collections stating no balance was actually on our account. About 2-3 weeks later another collections letter arrived stating they are collecting for the same bill. After talking to apria agent (*** @ ************) she again stated we had no balance on our account but she said apria is not able to contact the collections agency to tell them about the mistake, we had to do it ourselves. We called collections agency and as we expected they can not remove the charge because they were contracted through apria to collect. Apria has a department which will send bills to collections but no department to correct their mistakes with collections as they stated they could not retract the error letter.

Desired Settlement: The billing error, which is an error on behalf of apria, needs to be corrected in our account, with the collection agency, and with any other agency which may retrieve collections issues, such as credit buearus , we are currently in bankruptcy and any information like this, if not removed, can negatively affect this process. We would like to receive a letter from apria stating that their error was corrected and any information about this has been corrected and retracted from any records.

Business Response: ITEM # 1:  
Mr. **** is requesting that we provide a letter as confirmation that his account has been corrected and all negative information is removed from other agencies that have access to the collection information.

RESPONSE
We have reviewed Mr. ****’s account and confirmed that the balance was removed from the collection agency as of August 30, 2014; therefore there is no longer a balance pending with Apria or the Collection Agency.

We have also requested that a letter is provided to Mr. **** as confirmation that his account has been removed from the collections and also from all credit bureaus.
We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
********* ****
Billing Center Quality Specialist
 
 

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I require 02 thearpy around the clock. on July 24,2014 I had to see a cardiologist at Vanderbilt hospital in Nashville which is three hours away from my home. The doctor decided she wanted a heat cath done the next day. this required a unexpected overnight stay in a hotel. I called the 800 number for apria who collects money every month from my insurance for my oxygen thearpy. I was told they would deliver the needed supplies for a fee of 100.00 because they did not receive a 2 week notice, I explained that this was a unplanned need-they said their policy was a two week notification. apparently this company makes no distintation between a real need and someone who is just looking for conveinence. I spent the night on a lower that ordered 02 level-went to the hospital in the am and they put me on their 02-otherwise I would not have had enough 02 to get home. I feel they should make sure it is explained clearly that they do not help unless they are given two weeks notice regradless of what the problem. theyare not dealing with a regular product but something that can be life or death. If they do not want to accept that responsibility they should not offer 0xygen thearpy. I and my husband are both on disability-a hundred dollars is a lot of money to us. when I called their corporate office I got the same thing about their policies. my main complaint is that this POLICY be made clear before a patient joins their company.

Desired Settlement: as stated above apria should make their policy of denying needed oxygen because of a one hundred dollar fee.

Business Response: Item # 1: Patient was requesting oxygen for travel the same day of the travel arrangements.
Apria Healthcares policy states that same day travel fees are required to be obtained when the
travel is not previously arranged.

RESPONSE- Patient utilized the equipment that she had for her one night visit. We did
offer to let her come by the local office to pick up the extra equipment that was needed
for her overnight stay.


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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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


Yes you did offer me to come by and pick up equipment for a charge of 100.00 I made do with what i had at a much lower rate than prescribed because i Had no choice. I could not notify you two weeks before because the doctor ordered the heart cath that day necessitating an unplanned overnight stay.Your policy may be two week notification but it is a poor policy when it puts a patients life at jeopardy. Your staff needs to be educated on how to inform a patient of this policy -so it is clear-before they agree to sign  on as a customer. and allowances should be made for true unplanned medical situations. this could easily have been verified with the hospital. Had your policy been made clear to me I would have somehow brought the concentrator from home. My husband and I are both on disability 100.00 was not possible then or now. again inform you patients better!

Business Response: ITEM # 1:  
Apria Healthcare offered patient to come by and pick up equipment for a charge of $100.00. Patient utilized equipment that they already had but at a much lower rate than prescribed because they had no other choice.

RESPONSE
Coaching has been conducted with the individuals regarding requirements of options to pick up equipment at the location as there is no charge to be submitted to the patient for this option. A travel team has been implemented to assist the travel population with their needs and to better assist patients with this option. Customer Service Manager, ***** *******, has left a message for the patient to contact her with further concerns and provide her information for further issues.


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,

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

10/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company was contacted to provide a cpap machine. My insurance at that time was Insure Oklahoma. I was assured that this was covered by my insurance. On July 1st of this year they tried billing a credit card on file with them at that time against my permission. I then contacted their billing department and was informed that despite their claims saying my insurance would cover the machine I was informed that in fact it would not. Upon talking with the representative who informed me that they'd just try to bill my new insurance which I did not have at that time I'd only need to pay the copayments. I then informed the rep that I did not have my current insurance at that time and that as a result of their failure to notify me I would have to pay for those months of service. At this time I paid the ammount of $199.51 to pay the account off. I also returned my machine to the company. Now today I recieve an invoice for 68.74 for the service dates of 4/11 and 5/11 totaling 68.74. This bill also shows payments posted on 9/10/14 for the amounts of 76.83 and 20.71. I have made no such payements. I also do not owe them the 68.74 as I had paid off my account.

Desired Settlement: I would like apria to fix their billing issues and correct this billing issue as well send me a letter confirming that these issues have been fixed and that my account has the proper balance of $0 and is closed with them.

Business Response: ITEM # 1:  
Mr. ******* stated he would like his billing issues corrected and a letter as confirmation that they have been fixed and for his account to reflect a zero balance.

RESPONSE
We have reviewed Mr. *******’s account and confirmed that his account reflects a zero balance. The balance in the amount of $68.74 was adjusted off on October 14th 2014 because he returned the CPAP equipment. At this time there is a claim currently pending with the insurance for date of service June 11th, 2014 before the equipment was picked up and there is no patient responsibility at this time.

There will be no additional billing on Mr. *******’s account unless he orders additional items.
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,

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

10/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Infant daughter was on oxygen for approximately 2 months. After oxygen no longer needed, Apria healthcare picked up all equipment. For months afterward I have continued to receive bills and phone calls asking about oxygen refill. When I first contacted the business, they had no record that they had come to our home and collected their equipment. I was told my numerous people that there was a mistake and this was "resolved," only to get a bill the following month. More recently I received another bill. When I contacted them again this time, they claimed there was a mistake and sent me a check. Today (9/26) I received another bill stating that my refund check was incorrect and that now I owe even more money. I called again, was told that it was a mistake and that my account balance was zero. I have probably spent 5 hours of my own time trying to help Apria correct their mistakes. Each time I call I am on hold for a minimum of 13 minutes waiting to speak with a representative. The company has terrible organization, terrible business practices, and needs to hire more customer service individuals to help rectify such practices. They are allowed to be terrible because (at least in Colorado) they have no competition.

Desired Settlement: That Apria get themselves together . . . hire people, fire people, whatever it takes. Concentrate a small amount on the consumer and less so with profit making.

Business Response: ITEM # 1:  
Ms. ********* stated that his daughter was on oxygen for approximately two months. After oxygen was no longer needed Apria Healthcare picked up all the equipment. She stated months after the equipment was picked up she continued to receive bills and phone calls. She stated that she has called several times to have her daughters account corrected to show no equipment was renting and no other balances was on the account.

RESPONSE
We have reviewed Ms. ********* daughters account. We do show that we picked up the oxygen equipment on March 17, 2014. We can assure that Apria has taken all appropriate action to correct the account for Ms. *********. At this time there is no balance on her daughters account and no balance in collections. There will be no other billing on the account as there is no equipment on the account for rental. Ms. ********* can disregard any billing that she has received as there is no 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

10/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Non-stop automated service calls without the option to discontinue WITHOUT having to recontact business at another number and go through several more automated options. Unsolisited contact that forces individual to re-contact them is either high pressure or un-ethical, take your pick.

Business Response: ITEM # 1:  
Non-stop automated service calls without the option to discontinue WITHOUT having to re-contact business at another number and go through several more automated options. Unsolicited contact that forces individual to re-contact them is either high pressure or un-ethical, take your pick.

RESPONSE
There is no documentation in the system showing that the customer spoke to a representative on 9/30/2014, 10/5/2014, or 10/7/2014. The customer did leave a voicemail message to be removed from the automated dialer and this was completed on 10/9/2014. There have been no more automated calls made to the customer since 10/7/2014.

Sincerely,
********* ***
Sleep Management Center 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.

The removal of my name was, of course, was the primary goal.  However, this business still utilizes an automated sales call system that REQUIRES an unsolicited contact to have to call them to request them to stop calling them.  Simply put there is no way to opt out of the call without having to go through a second call and going through all of their choices. It would be like me handing someone a flyer out on the street and continuously handing that same person the same flyer and telling them that the only way I will stop is if they go into my business and ask them to stop.  To me that is high pressured sales or unethical.

 
If that is an acceptable business practice I would request the Better Business Bureau please inform me of that.  If it isn't then please send this on to the business.  I'd like to see Apria's response to the BBB defending this practice.
 
BTW I have no doubt Apria is correct on the number of contacts I made to them.  The first one was made before realizing that I had to CALL THEM and the second one I could've easily missed hitting the right option.

Regards,

**** *******

Business Response: ITEM # 1:  
Acceptable business practice of automated PAP resupply calls

RESPONSE
Apria Healthcare is fully compliant with FCC and FTC regulations with respect to using an automated platform to contact its patients. This is a common and acceptable business practice. The purpose of the automated system is to reduce hold times and provide convenience and a time savings to our patients. We do, however, recognize there are patients who wish to opt out of receiving these types of calls. To that end, we comply fully with any patient’s request to be removed from the automated dialing system.  
 
Sincerely,
**** *********
Area Customer Service Manager Sleep Management Center

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: September 22, 2014 Medicare Solutions 131 North Ludlow Street, Suite #610 Dayton, Ohio 45402 TO ANYONE THAT CAN HELP ME, My name is ***** **** *****. My address is *** ******* ***** ******* **** **********. My phone number is ************. My birthday is *********. Yes, I am 76 years old at the present and I need help getting a replacement part for my CPAP machine that I need for sleep apnea. It also connects with my oxygen machine. I use it faithfully every night. It has a plastic broken piece that is on top of my CPAP machine that connects my oxygen machine and the mask that goes into my nose. I don't know how if any, this is effecting my breathing. I just know it is broken and I have called Apria at ******** **** (located on Lyons Rd. I think Miamisburg, Ohio). I called them and ask for replacement part on 8/5/14, 8/11/14, 8/19/14, and again on 9/8/14. To date they sent me connection for tubing on oxygen machine, and promised to mail correct part numerous times. On 9/8/14 I talk to *** who transferred me to Rex who told me it was being mailed to me from yet another plant. To date I have not received it!!!! Could this be because the CPAP machine is now paid off? I had to pay a co pay every month on this for over a year. Still pay over $20.00 a month for oxygen machine. Could you please investigate this for me and all others being mistreated in this way. You would think Senior Citizens would get better care/service, after all we worked our whole life almost for this and now they are sucking us dry with more and more co pays. Because I didn't have $100.00 over and above co pay I spent almost 3 weeks without oxygen because I didn't have a return airline ticket when my son-in- law flew me to Florida to be with my 3 daughters when their Father passed away on 4/2/14. It is really sad how insurance and healthcare providers are treating the elderly and getting by with it. I sure would appreciate any and all help getting my CPAP machine fixed. I bet the part doesn't even cost $5.00. And we pay Medicare which goes to Humana, in this case, over $100.00 a month plus all the co pays. Thanking you in advance. 

Desired Settlement: I sure would appreciate any and all help getting my CPAP machine fixed

Business Response: ITEM # 1:  
Patient needs an adapter so she can bleed in her oxygen to the PAP unit.


RESPONSE
Adapter has been sent with a note requesting that Ms. ***** call the Branch Manager to make sure that she understands the use of the adapter. And answer any questions Ms. ***** might have.


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

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I became Medicare eligible on June 1st 2013 and I purchased a medigap insurance plan through Humana. I have been on a cpap machine with oxegyn for about 8 years the entire time I worked for Hostess (IBC) and had Coventry Insurance Co. There was never a problem they paid there part ever month and we paid about 13.00 a month. When my domestic partner ***** **** called apria back in May of 2013 to let them know that I now have medicare they told me I had to do a face to face with my pcp and have him put in the notes that I use the cpap and oxegen and I benefit from it so I went to Dr ****** and had him put that in the notes faxed it to Apria and thought everything was fine. I did have to call the dr office a few time to make sure into info was correct for Apria No problem I was happy to help. In April of 2014 I got a back bill for sept 2013-April 2014 for about 900.00 don't know the exact amount. My DP ***** **** called Apria several time to try to get the issue resolved. I appealed the decision through Medicare. In June I received a response back from Medicare stating that Apria was at fault and that we would not be responsible for those charges. I have gotten them to adjust part of it but they refuse to write off the full amt. The problem was I needed to be requalifed for my oxygen through my pulmonary Dr ********* but they never told me that or sent me any information, If that was all I needed to do I would have done it no problem. I went to Dr ********* and he put me on oxegen all the time. Even medicare says we do not owe anything but Apria continues to bill us and threatens to send us to collection.They are so unorganized, and continually give out the incorrect information.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WANT THEM TO DO THE RIGHT THING AND WRITE OFF THE REST OF THE BILL WE OWE THEM NOTHING. IT WAS THERE FAULT NOT OURS

Business Response: ITEM # 1:  
Mr. ***** states that he has informed Medicare that he does not owe the amount being billed to him and referred to collections. He is requesting that Apria do the right thing and write off the remaining of the bill.

RESPONSE
We have reviewed Mr. *****’s account and found that the amount referred to collections has already been removed. We made additional adjustment today in the amount of $126.88 for the April and May 2014 dates of service. We apologize for any inconvenience this may have caused.

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

10/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My insurance company is using a secondary party for payments. At the time I did not know that and paid Apria $169.01. When I found out I called them and asked them to help me straignten this out. They came back and said it was transfered. I asked at that time did I owe them anything and was told no. In July they turned me over to a collection agency. I called the company and asked them to pull back the account from the agency and I paid it by credit card. In August Centrix turned me over to a collection agency for 169.01. I called the collectin agency and they called Care Centrix. They got Apria on the phone about the $169.01. Care Centrix said they would pull this back from the collection agency and set up a payment plan til the money comes from Apria back to me. This means that I had an overpayment at the time I was turned over to the collection agency. I was told at that time the money would be returned to me in 2 weeks. This was September 3, 2014. I received a check for 32.XX the amount I paid them on the phone by credit card. Last night I received a letter saying that the check and been canceled and receivd a check for !3.XX. Later that night I received a call from a collection agency asking for 13.XX for the balance on Apria Healthcare account. I still have not received a check for the 169.01 that was overpaid.

Desired Settlement: I believe that this needs to be pulled from the collection agency and that if any money is owed to them Apria should make that payment. I also beleive that my 169.01 should be refuneded to me immediately.

Business Response: ITEM # 1:  
Ms ******** stated that she paid Apria $169.01, and shouldn’t have as her insurance has a third party biller to bill their members by the name of CareCentrix. She states that they have sent her to collections as the payment she made to Apria should have been sent to CareCentrix. She is asking to be refunded as she has now paid CareCentrix and is due a refund because Apria should have not been paid by her directly.

RESPONSE
We have reviewed Ms ********’s concern and have spoke with her to resolve the issues. I have advised Ms. ******** that she will be refunded $169.01 via check and should receive this in about two weeks or less, Ms. ******** has also been removed from collections as Apria incorrectly refunded her $13.16 leaving the balance open for payment and it rolled to collections. There is no other collection balances at this time or a balance on her Apria 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
 

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been billed for a service that I never received. My wife calls each month, and they state that we will not receive another bill, but we keep getting billed. Again, they confirmed we never received the service for which we are being billed.

Desired Settlement: DesiredSettlementID: Other (requires explanation) We want Apria to stop billing us.

Business Response: ITEM # 1:  
Mr. **** stated that he is being billed for services that he has not received. He states that he did not receive the concentrator and he shouldn’t be billed for it. He is asking for this to be corrected at this time.

RESPONSE
We have reviewed Mr. ****’s account and have confirmed that he was being incorrectly billed at this time. Mr. ****’s equipment was not picked up out of the system and continued to bill Mr. ****. At this time we have had the equipment removed from his account and all billing adjusted at this time. At this time there is not balance for Mr. **** to pay. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

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

10/21/2014 Problems with Product/Service | Complaint Details Unavailable
10/16/2014 Problems with Product/Service | Complaint Details Unavailable
10/15/2014 Problems with Product/Service | Read Complaint Details
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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.