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.

Factors that lowered the rating for Apria Healthcare include:

  • Failure to respond to 2 complaint(s) filed against business
  • 11 complaint(s) filed against business that were not resolved

Factors that raised the rating for Apria Healthcare include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size


Customer Complaints Summary Read complaint details

874 complaints closed with BBB in last 3 years | 339 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 419
Delivery Issues 45
Guarantee/Warranty Issues 0
Problems with Product/Service 394
Total Closed Complaints 874

Customer Reviews Summary Read customer reviews

21 Customer Reviews on Apria Healthcare
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 20
Total Customer Reviews 21

Additional Information

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

Corporation

Business Management
Mr. Dan Starck, CEO Ms. Debbie Morris, Chief Financial Officer Mr. Raoul Smyth, General Counsel
Contact Information
Principal: Mr. Dan Starck, CEO
Number of Employees

7,496

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

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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)

2/12/2016 Billing/Collection Issues
2/12/2016 Billing/Collection Issues
2/10/2016 Billing/Collection Issues
2/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 8-23-2013 I received a bipac machine from apria. ******** paid the first 3 months and I paid my part for the same which was 47.89 each month. The ******** approved amount was 239.46 . the next month November, I received a bill for 864.64 because ******** denied the bills for lack of info from my doctor. the next month the bill was for 239.46 and then 241.85 for the next 8 months and 864.64 after 13 months ownership transfers to me. I appealed to ******** and they paid their part and said I should only have to pay35.92 for nov and dec then 36.28 for the next 8 months.So the total I should have to pay for the entire 13 months is 457.86 per ******** . Apria has turned it to collections and have billed me for 23 months. I have tried to no avail to get this matter corrected with Apria. All they can say is , I need to pay the bill . I have paid the 377.29 to APRIA plus paid BC services 36.82 and state collections 1076.84. State collections have been calling wanting more money . Im on disability and supposed to have oxygen on 24/7 but I was told I couldn't get any more till I paid my bills. So on 10/6/2015 I spent 11 days in ICU at mosaic hospital . While there they called about getting oxygen and they were told I had a zero balance. I get home 2 days later I get a bill from Apria. I was told that on 9/23/14 too but got a bill the next week . On May 21 , 2015 I received a letter from Apria that states , their records show I have been renting their equipment since June23 ,2014 instead of august 23 2013 which is when I received it and was billed for it since then . When I said I wanted a refund I was told I would have to call the collection company to get it

Desired Settlement: I would like my records corrected, a refund of 1033.09 , the collections agency stopped and any negative reports corrected . Then no further contact from Apria

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 today 1/20/16, I have received two more bills from Apria - one stating that they turned in 36.82 to a collection agency and a bill stating that I owe them 110.46 and on the same day I received a check for 168.94 and then another envelope the same day from the collection agency stating that the account has been closed.  So I feel it has not been resolved. 

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



2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Billing/Collection Issues
2/2/2016 Problems with Product/Service
2/2/2016 Billing/Collection Issues
2/1/2016 Problems with Product/Service
2/1/2016 Billing/Collection Issues
1/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband had a very serious illness and required a wheel chair after being brought out of a medically induced coma. We received the chair from Apria (we didn't choose this company). He used it for about 4 weeks and we began the process of having the wheel chair picked up. HEALTH INSURANCE PAID FOR THE WHEELCHAIR IN FULL. No one would return our call nor pick up the wheel chair. We stored it in a bedroom (to keep it clean) and awaiting a call for the wheel chair. Eventually we heard from them and they sent *** to pick it up. I insisted that the driver give us a receipt that we have. We continue to receive calls from APRIA (mostly recordings) telling us that we owe for the wheelchair that we HAVEN"T RETURNED. THEY HAVE THE CHAIR!!! How can I get them to correct their records? I am VERY concerned that they will send this to a collection agency and harm our credit. Apria is such a large corporation, we cannot reach anyone who can fix this or cares.

Desired Settlement: Show the wheelchair returned and we own Apria nothing

Business Response:

Please provide patient's full name and/or complete 10 digit Apria account number.

Thank you,

Apria Healthcare LLC

Consumer Response:

Thank you very much for your quick response.  I’m very encouraged.  We simply wanted to reach someone in Apria who can solve this problem.  The people we call are junior customer service reps who keep saying we owe the money.  They cannot or will not resolve this.

In response to Apria’s message:

The patient’s name is ******* *** ****

The Apria account number is **********

Thank you

***** ****

*** *** ****

Business Response:

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

Sincerely,

Apria Healthcare LLC

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.

Hello, ******

Thank you very much for your assistance.  You provided extraordinary help.  I’m disappointed that I still don’t have a contact at Apria (not your fault).  The only phone number for this GIANT corporation is a call center with entry level people who read a script.  (not their fault). What is Apria afraid of?  Why can’t we talk to their A/R department?  Hiding behind the BBB????

We called repeatedly to have the chair picked up starting May 22.  My husband barely used in for 2 weeks after he returned home.  I couldn’t get anyone to write the ‘pick up’ order until November.   I can’t help it if their records are wrong.  Why did THEIR customer service people tell us THREE times that our balance was zero.  They were confused, too. And we still received calls and bills... Do you think I would spend this amount of time on $56 if I wasn’t right?

At this point, I accept the fact that I can’t fight ‘city hall’ as frustrating as that is.  We will pay the $56.

I hope you, as an individual, will remember our experience and caution your friends and family to use another medical device company.  After this nightmare started, we were advised by medical personnel as well as the *** ** driver (!) that they have trouble with Apria.  Lesson learned.

I will use every means available to publicize this experience, e.g. ***** ****

Sincerely,

***** ****


Business Response:

We have confirmed that the only pick-up request noted on the account is November 19, 2015. The patient began being billed for copays September 8, 2015 through November 8, 2015 for the time the wheel chair was in his possession. The patient was sent a statement each month notifying him of a balance. The patient’s wife has been contacted by Apria Healthcare’s Level Three Billing Specialist and given a direct number to discuss the account if they have any other concerns. We believe that we have taken all appropriate steps to come to an amicable resolution.

Sincerely,

Apria Healthcare LLC

1/28/2016 Billing/Collection Issues
1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Picked up durable medical equipment and signed an agreement to pay $64.02 then followed by 9 monthly payments of $14.88 for total of $197.94. After paying a total of $138.42 (^4.02 plus 5 payments of 14.88), Apria Healthcare deducted $229.86 out of my checking account without notice. When questioned, I was told it was for charges my insurance company applied to my deductible. My insurance carrier says they have applied $0 to my deductible for charges billed by Apria Healthcare. Apria Healthcare refuses to provide proof of the deductible charges. Apria Healthcare refuses to provide a statement of charges. Apria Healthcare says "Good luck" when I ask for assistance.

Desired Settlement: I want Apria Healthcare to provide proof of charges I am supposed to owe. Since I know that they are unable to do so, I want a refund. My insurance carrier has no record of any claims by Apria Healthcare having ever been applied toward my deductible..

Business Response:

We have reviewed the patients account and we have determined that the amounts charged for the June 9, 2015 date of service to the patient were applied to her deductible by her insurance on 11/5/15. These charges were for the rental of her CPAP unit along with the purchase of her CPAP humidifier. We have mailed this information in addition to the itemized statement, we have included a copy of her explanation of benefits which was obtained via her insurance website as proof of the applied deductible amount. If this information is not received in a timely manner, we ask that she give us a call (866) 505-6365 to request this information again. Because we are able to verify these amounts were applied to the patient’s deductible, and valid charges to her credit/debit card via the permission given on the sales service and rental agreement, unfortunately we will not be able to honor the request for a refund at this time. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 health insurance administrator, ********** (******************), has NOT received the claim in question.  This can be verified by calling ************, as shown on my health insurance card.  A copy is attached for reference.

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



Business Response:

We have reviewed patient account with assistance from our insurance team and confirmed that claims for dates of service June 9th, 2015 and July 9th 2015 were both denied in error by ** ** **. Claims will be

forwarded by B* ** ** to Health Comp for date of service June 9th, 2015 and date of service July 9th, 2015

it will take approximately 30-45 business days to reprocess that claim. Once the processing of claims are

complete with the insurance and paid any overpayments made by patient can be refunded.  We do apologize for

the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,

Apria Healthcare LLC

1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a cpap without humidifier & got one with humidifier. They set it wrong & no one I call is able to correct it. The ram is supposed to go up slowly then to max & it ramps too fast, too strong. They refuse to recalibrate it, & I can't use it this way. They threatened if I don't use it 4 hrs per day, to charge more for the machine. They forced me to see dr again for separate sleep study. 2 supervisors & 1 nurse there unable to fix issues with machine. I've call over 150 times since July 2015 with no resolution. They promise to call back & never do. **** was supposed to call me, but never did. Finally reached *****, who said he could fix problem over phone, then decided his hip hurt & he wouldn't help me. He told me to start over from the beginning with the generic customer service number. He has hung up on me many times, now. I have to run this machine by itself for 4 hours, while using my old broken machine at same time. This wastes electricity & costs me extra money each month for something that doesn't work. I'm on limited electricity for healthcare, and it wastes my electricity. ******** ***, & *** ****** from my dr office have been trying to contact Apria & trying to resolve this issue since July, with no result. Apria sent someone who claimed I only had to have face to face with dr and new sleep study, which I did, but they still won't fix cpap. No one in their customer service knows how to fix the problem. I took a drive from San Diego to Colorado with a friend and was on phone with Apria about this all the way there and all the way back, with no help. They don't seem to have respiratory therapists who can help. The customer service department says it can be fixed over phone, but won't do it. They won't send anyone out to look at & fix machine. They won't work with dr office. They told me if I complain they will cancel my contract & take back machine with no refund.

Desired Settlement: Fix the machine so I can use it. Either correct the problem to what the doctor ordered, send me new (correct) machine, whatever it takes so I can use this thing. I want to be able to use this machine like the doctor ordered.

Business Response:

First we would like to apologize for the inconvenience and disappointment in the level of customer service you experienced. We have taken steps with our customer service team to ensure they inform our patients of any missing information needed.  Also retraining has been provided to the staff regarding the proper procedure for obtaining the missing information from the physician.

We received a prescription from the physician for your new setting changes. The setting changes were performed remotely done on 1-13-2016. In addition, management has used this opportunity to provide coaching and retraining for our licensed employees.

Again, we sincerely apologize for the challenges you have had. We appreciate your business and will do everything we can to serve your needs.

Sincerely,

Apria Healthcare LLC

1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We rented a CPAP machine from Apria for my son's sleeping problems back in 2014. We returned it in November or December of that same year (2014). At that time I had to pay all outstanding charges in order to return the machine which I did at their P***** ** location. Since then I have received 3 additional charges from Apria that were completely unfounded. Two of these were resolved, one on 5/22/15 and the other on 8/31/2015. Each time I resolve another charge I hear nothing from Apria for several months and then out of the blue comes another bill with a new charge! This is enraging not only because it has already been resolved more than once, and I have to dig up all my old records again, but because their customer support is horrendous! I've had to wait up to an hour several times to talk to a representative and many times I've waited for 20 plus minutes without ever talking to anyone and the line drops! So I had not heard anything from Apria since 8/31/2015 when I resolved the last unfounded charge and out of the blue in December I start getting threatening phone calls from Apria saying that I have an unresolved charge of $107.42. I tried to call Apria but gave up after about 30 minutes because I never got through so I started ignoring their calls. This may seem flippant but I did it because that's what the Apria rep told me to do on 8/31/15. And by the way I do have that phone conversation recorded. Apria: "OK Mr (my name), we have it taken care of it." ... "So hopefully you shouldn't get another statement, haha". She's laughing! Me: "OK and if I do I just ignore it"? Apria: "Um, yes sir" Me: "OK, will you make sure a note gets put in my record indicating that please"? Apria: "Yes sir I'm going to stop the statement" Me: "OK, thanks I appreciate it" Apria: "OK, thanks for being the best part of Apria" Then after 4 months of quiet - I don't get any bills, I start getting threatening phone call saying I'm late with payment.

Desired Settlement: First, I want Apria to stop the collection agency that they have hired to pursue me for unfounded charges. Second, I want Apria to clear my account like they said they did back on 8/31/2015. Third, I want Apria to explain why they started contacting me with threatening phone calls about unpaid charges after 4 months of quiet, without ever sending me a bill in the mail or giving me an explanation for these charges. Forth, I want Apria get their house in order and stop their predatory billing practices and threatening robo-calls. Any business with the number of BBB complaints that they've racked up should be ashamed of themselves!

Business Response:

We have reviewed the account and confirmed that we billed from August 6, 2014 to January 6, 2015 for a cpap machine. The insurance paid through October 6, 2014, then began denying the claims due to the patient was not compliant with the usage requirement. Apria Healthcare billed the patient as self-pay for three months at a rate of $107.42. The patient’s father was told he did not owe the two balances because he had sent payments that were applied to the account. The final claim wasn’t billed as patient responsibility until June 25, 2015. His father called August 31, 2015 and the representative mistakenly informed him he did not owe the balance. It wasn’t billed back as patient responsibility until October 28, 2015. No other statement was sent to make the patient aware there was a balance due and was sent to an outside collection agency. Due to being misinformed and not receiving a final statement Apria Healthcare has removed the balance from collections. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,

Apria Healthcare LLC

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,

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

1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria provided my CPAP for me when I lived in ******. I moved from ****** to ******** in September 2014 and therefore changed health insurance companies. I notified Apria of the change in September 2015. Rather than closing one account and opening another, Apria charged both insurance for the same patient and the same equipment for almost 9 months. I have repeatedly contacted Apria at least twice a month between September 2014 and January 2015, waiting over 40 minutes during each call to talk to someone. Each time, after I explained the accounts and the problem, the representative said they would forward the problem up the chain for resolution. But, nothing was corrected. Each month, an Apria bill collector called me using varying phone numbers and I notified them of the issue. Each time they said they would look into it. From February - March 2015, I talked to several people in Apria about the same issue. Finally in April 2015, Apria sent me a letter of apology along with a check for $84.60 they said was owed to me. Later that month, Apria sent me a bill for $315.88 they they seemed to charge to both my cancelled ****** insurance and my current ******** insurance. The old health insurance company in ****** correctly rejected the claims resulting in the $315.88. I have repeately asked Apria for a breakdown of how much they submitted to my ******** insurance company and how much they have submitted to ******. They have not provided that. Since July 2015 they have contacted two collection agencies to collect this so-called debt. I do not owe this debt. From September 2014 until January 2016 I have used the same tubing and CPAP supplies because I cannot trust this company to handle it's billing properly or to handle customer inquires properly. Apria has harassed me and caused me much stress in my life. I don't know what else to do, I've called, I've emailed, I've written postal mail, nothing works with them. I will not pay something that I do not owe.

Desired Settlement: I would like Apria to drop the $315.88 charge and to send me a letter notifying me that the charge is dropped and they will never contact me ever again. I also want them to immediately stop sending my name to collection agencies. Apria is horrible and should not be in the healthcare business.

Business Response:

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

Sincerely,

Apria Healthcare LLC

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,

****** ****

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria was completely negligent in providing the proper care with the hardware for helping sleep problems. I would receive calls from their agents constantly and each one knew nothing of any previous conversations. Repeated confusion on the data being sent back to Apria, and Apria would then say I was out of compliance because they couldnt find the data. In the end I sent back all the gear and was still charged for it, and sent to collections. The customer service is also so unprofessional and rude. If you search online for Apria complaints I see that this is one of hundreds of complaints.

Desired Settlement: Also would like to see BBB mark them down further than a "C", they are easily an F.

Business Response:

Thank you for letting us know about your recent experience with Apria Healthcare. We apologize if our service did not meet your expectations, and appreciate you taking time to share your concerns.

 

Upon review of your records, the equipment has not been made available to obtain the compliance data per your payors requirements.  Therefore; the balance on your account is valid and will remain open.  The account has been placed on a 30 day hold to allow time to make payments to either the organization or the collection agency to resolve the balance.

 

Again, we sincerely apologize for any inconvenience this may have caused. If you require further assistance please contact our billing department at 800 800 327-4691.

 

Sincerely,

 

 

 

Apria Healthcare LLC

1/20/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company made a mistake and did not file for payment with insurance and has been harassing me for payment and turned over additional costs to collection. They also attempted to deceive ******** by reissuing another machine with the intent of billing ******** but local office again failed to to do paperwork correctly did not submit claim and billing me for additional costs

Desired Settlement: stop harassing me and asking me for money for a CPAP machine that was covered by insurance

Business Response:

Thank you for taking the time to bring your concerns to our attention. It appears we did not properly process the documentation sent from the physician’s office. This caused the patient’s account to bill directly to him instead of to the patients ******** insurance. ******** requires that a written order of delivery (WOPD) be obtained prior to delivery of the CPAP unit, if the WOPD is obtained after the equipment has been delivered then ******** allows Apria to pick up the machine and provide a different one and begin the billing to them using the date of the newly delivered equipment. Unfortunately these processes were not completed properly and no billing was ever released to ********. To rectify our mistake we have removed all balances sent by Apria Healthcare from the collections agency and we have removed/adjusted or written off all open balances currently on the patient’s account. As of 1/8/16 the patient has a zero balance with Apria Healthcare, there will be no billing to ******** for the machine currently in the patient’s possession. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Sincerely,

Apria Healthcare LLC

1/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Rather than send a copy of a sales ticket to my secondary insurance *** to be paid for the then balance of $351.44 on a Cpap they preferred to handle it by sending the bill to a collection agency. When it was sent they showed a balance of $244.57. The collection agency shows a balance of $106.87 with no explanation. After many conversations with *** telling me they had requested this copy they also told me tat I was not responsible as a retiree with Medicare and a secondary insurance for this balance. We want all charges revered and the collection agency removed from our credit report. We wrote to Apria on December 1, 2015 return receipt from Jackson, Tennessee, with no response. Also sent a copy of letter to State Collection Service, *******, ********* as they said they needed something in writing within 30 days. Sent that return receipt as well showing they received December 10, 2015. Only thing received back was another notice. It would be appreciated if this could be tememdied.

Desired Settlement: Correction of a credit report and charges reversed.

Business Response:

We have reviewed patient account with assistance from our insurance team and confirmed that patient invoices for dates of service January 7th, 2015 and March 7th, 2015 have been removed from collections and is no longer patient responsibility. We have also requested that a letter is completed by the Collections Agency as confirmation that the charges are no longer valid and will be removed from your credit report. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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,

****** ****

1/18/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Problems with Product/Service
1/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 6/2015 I contacted a received a CPAP machine from Apria. They contacted my health insurance and got a 1 month approval for a rental. The insurance was billed on 7/02/15 for all the equipment plus the complete rental amount of 874.72. The insurance denied the rental amount and told Apria to submit one month for the rental that was approved and to submit the compliance report so the rest of the machine could get authorized for purchase. In august I contacted apria and told them my insurance had not received the compliance report. They said that they had not sent it yet. I contacted Apria in September and told them that they have not sent the compliance report and that the insurance said they needed to call them. I was then told that my machine was not hooked up to their system and so they went through some steps and got the machine hooked up. They then said they would sent the report that day. They also told me they do not call insurance companies from the billing department and told me to tell my insurance company to call them! I contacted them in October and again told them the insurance hadn't received the compliance report and the insurance needed them to call. They said they needed a letter from the doctor at which point I told them the insurance did not need this, but went to the doctor anyway. I asked to speak to their billing department that calls insurance companies, but they said that it's internal and can't talk to customers. In December I contacted them again and they told me they still had not sent over the compliance report, but would do it on that day 12/29/2015. I told them that I had met my out of pocket as of October 2015 and that they need to stop billing my credit card. They stated that they would not stop billing my credit card or issue a refund for November or December. I again asked to speak with the mysterious internal billing department that will not talk to customers and was told it is an internal department only.

Desired Settlement: My desired outcome was that they correctly bill my insurance as I have told them from the beginning. At this point they need to contact my insurance company and submit a redetermination for the 07/02/2015 bill. This bill will be denied at which point they will need to protest the denial. If they are unsuccessful with this claim then due to thier own negligence they need to stop attempting to bill me. They need to return all the rental payments that have been taken out on my credit card because I have met my out of pocket and had they correctly billed my insurance as requested they would have received the full amount from the insurance company. They need to correctly file the 1 month rental charge with my insurance company that covers only 06/15 to 07/15 the month that was authorized as a rental for reimbursement of that one month. All this information has been given to the company since the very first time I have talked with them. NO ONE SHOULD EVER USE THIS COMPANY TO BUY A CPAP!!!!!

Business Response:

We have reviewed the patient’s account and we are currently working with the patients insurance to resolve the pending insurance balances. We have submitted corrected claims to the patients insurance and also supplied the supporting requested documentation to show compliance with the usage of his CPAP unit. Billing is based on the contractual agreements with the insurance company and that billing to a third party, such as an insurance is solely a courtesy to our Apria Healthcare patients. These policies were agreed upon by the patient when possession of the CPAP unit was taken and the sales service and rental agreement was signed. We ask for patience while we continue to work with the insurance to resolve any unpaid paid balances to avoid any patient responsibility. If payment in full is received form the patient’s insurance we are happy to remove any over payments made by the patient and refund upon request. We need to allow time for the insurance to process the claims and make the final decision on payment. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Apria Healthcare, and inquired about the cost of certain items. They said that they could not provide the cost, unless I provided them with all of my information and prescription. I sent them my information along with list of the items for which I would like to know the cost. I called them to find out the cost of the items. They said they still could not provide me with the cost. However, after that I was sent the items and an invoice for the items. I then made a series of phone calls (along with extremely long wait times). Based on Apria indicating they would take care of the invoice, and then sending me an invoice - I do not know if it has been handled or not. The last person I talked to seemed believable and indicated that she had taken care of the bill. I hope this is true. Regardless, Apria refused to provide me a quote for items requested and then sent me an invoice for the items I requested a quote for. I believe that at the least this is unethical, and potentially fraud. Even after reviewing Apria’s invoice I still can not determine the cost of the supplies. I looked at the claim on Aetna’s web site and can determine from that the cost of the items that they provided. Upon reviewing the invoice I see why they didn’t want me to see how much the supplies cost.

Desired Settlement: Billing adjustment and documentation of billing adjustment.

Business Response:

We have confirmed that the patient was asked for the make and model of machine used as well as insurance to provide a quote. The order was processed in error upon receiving the prescription and the invoice adjusted. The patient has been sent confirmation of no balance due. We believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction. 

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 not received documentation of this invoice being canceled or a zero invoice.  Additionally, I just checked with my insurance and they too still show the invoice active.  Therefore, this impacts when I can receive the actual supplies that I need.  It shows that I have received supplies and therefore can't order the ones that I need, for another three months.  To correct this problem I would think that at least the invoice will need to be completely taken care of - both on my side and the insurance side.]

Regards,

**** *******



Business Response:

We have reviewed the patients account and determined we were in the process of adjusting the supply invoice from the patient as well as his insurance. Unfortunately that process can take several days. We ask our patients to be patient while these issues are being taken care of. We have verified the adjustment for the patient balance was completed on 1/8/16. We have also been in contact via phone to the patient’s insurance and have faxed a letter to the insurance on 1/8/16. 

We ask the patient to allow time for the insurance to complete the adjustment process on their end. For the convenience of our patient we have mailed the patient an itemized statement to show the balance has been adjusted from our system, this correspondence was mailed to the patient’s home address on 1/8/16. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

1/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to resolve a ******** billing matter with Apria for over a year now. I have ******** * and ****** ******** ************ **** *, which means I'm 100% covered for anything ******** covers. Apria claims ******** denied the claims. I have repeatedly requested copies of the ******** EOB's both by telephone and in certified mail to find out why. They have failed to provide me any copies. I called ****** ******** to find out why they didn't pay and they said they sent multiple letters to Apria requesting copies of the ******** EOB's but have not had a response. Now they just billed me for claims with service dates as old as January of this year. Without the EOB's I have no way to resolve the matter. Point in fact, I have no way of knowing they even filed the claims with ********. I've spent dozens of hours on the phone, mostly on hold, with Apria and their collection agency and have not had a positive experience with any of their people, nor have I ever any one from Apria follow up on my requests for the EOB's. My dispute to their collection company, **** ***** *********** ***** **** * ******* *** ******* ** *****, telephone ************ was answered by a form letter that their "through investigation" determined the debt was valid. Yet, they did not provide any EOB's, refer to any EOB's or in any way provide proof that the claims were ever even filed with ******** or why they were denied.

Desired Settlement: I want Apria to provide the EOB's to prove they filed the claims and give me the opportunity to determine why the claims were denied. I would also like them to explain why I'm just now being billed for services they provided more than 11 months ago. I would also like to know how West Asset Management arrived at their conclusion without providing me the EOB's or any other proof that Apria even filed the claims with ********.

Business Response:

We have reviewed patient account and confirmed that patient does not qualify to be covered under her ******** plan as we have no valid testing or initial face to face clinical notes on file that are required by ********. We have a valid Advance Beneficiary Notice on file signed by patient so we billed ******** for the denial which was received for dates of services September 23, 2014-October 23, 2015. We have also sent patient a copy of the Explanation of Benefits as requested to the address we have on file. At this time patient account balances and collection balances are valid. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

1/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The machine I was using broke in 2014. I was out of town used the local Apria office in ************ **. Spring 2015, my machine began to leak and after 2/3 months trying to get a new1, Apria finally shipped one to me with a new mask. They sched'd a respiratory therapist to come out& decide what was wrong with it but instead decided to replace it over the phone. Finally, in August? I got new machine. In the many phone calls I made, Apria reps told my wife & I no less than a half a dozen x's that the machine was a replacement, there would be 0 charge, 0 copay, no bill whatsoever. We were told that repeatedly bc we asked repeatedly. I rcv'd my new machine and promptly received a bill for approx $175. My wife and I have called Apria several times since and they couldn't find replacement from ************ & that is how they justify the bill- saying that warranty on the prior machine had lapsed. I asked how long the warranty was for on the old machine and they said they didn't know, but that they knew it had expired. I asked how they knew it had expired if they didn't know when the warranty lapsed, & they said every machine has a different warranty, but they were unable to tell me what the warranty for each machine I had owned was. They finally saw ************ machine in the system but only after they spoke to branch mngr who'd made a final decision that we OWE, ignoring the facts. I asked to to speak w/him & was refused but invited to ******* (2 hour drive each direction) if I wanted to speak with him directly. I asked to make an appt, & was refused.The error is someone billed it to our insurance co & they paid a portion of bill. They are now billing us for what the ins didn't cover but, bc it was a warranty replacement, ins never should have been billed and our ins co should be refunded. Somebody didn't do their job, somebody else made a mistake, and the branch mgr decided to be obtuse. Bc they don't want to go back and correct the error, they're trying to extort us.

Desired Settlement: I want them to refund our insurance company. I want them to clear our credit and billing with Apria. I don't want this showing up on our credit report because it should never have been there in the first place. I want them to take responsibility for their own errors instead of charging us for their errors.

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

Consumer Response:

Better Business Bureau:


I have reviewed the response made by the business in reference to  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 company's response is a lie. 


First, they stated that I received service, not a new machine, in 2014. However, I did in fact receive a brand new machine in ************. It was that machine which began leaking and had to be replaced this year (for which I am now being incorrectly billed). I DID NOT receive service from the ******* branch. In fact, I have not been to the ******* branch in several years. Neither machine was ever serviced, aside from when it was replaced in ************.


Apria TOOK MONEY FROM MY ACCOUNT without authorization. When my wife called on Nov 24th, they told her that they COULD see the new machine I got while in ************, after searching for 30 minutes. Here, now, they are denying it completely. They also told her that the warranty on every machine is different, but could not tell her specifically which machine had which warranty. Thus, they couldn't say when each machine's warranty would've expired, but with one exception- the one they are claiming I replaced this year. Recordkeeping is a very basic business practice. 

I called today, the ************ branch, and asked for a copy of the documentation showing this machine's origination. 

Apria is not even taking this complaint seriously. It is blatant disregard of the facts and absolute refusal to acknowledge them. The fact that the company itself cannot see its own documentation for the machine I got in Florida is, to a larger extent, the point: the left hand doesn't know what the right hand is doing, & I'm the one they're trying to screw money out of for it.

This business has no business being in business.

Regards,


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

1/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing this complaint for my father in law *** ***, currently lives in *********. He has insurance coverage including ******** as primary and ******** as secondary. Since July, 2015, Apria Health accumulate balance in his account because ******** reject their billings. Apria Health never notice in email, phone call or mail that they could not get reimbursement from ******** and want to send the account to collection. They also could not give us the reason why ******** reject their reimbursment request. They have never received notice from ******** that ******** has changed their policy since July,2015. They do not want to call ******** either since it is not their policy or part of their service. I have contacted ******** on my side, and ******** has stated that they have never changed the policy for the billing code for my father in law. I do believe this billing error should be resolved between Aprial Health and ******** instead puting burden on the consumer who has no medical billing knowledge. At the end, Apria Health threaten to send the billing to collection company and discontinue the oxygen supple which escalated our disagreement.

Desired Settlement: 1. Aprial Health should contact ******** instead of us to figure out where this billing error comes from and correct the bill 2 they should have formal notification to the consumer if there is monthly balance 3 1000$ compsensation as penalty for emotional distress created by Aprial Health

Business Response:

We have reviewed the patients account and it has been determined the balances which are currently being billed to the patient are valid balances and will remain on the account. The patient is currently being billed for the 20% coinsurance monthly for the rental of his oxygen equipment. We are aware the patient has a primary and secondary insurance. We are obtaining payment from the patient’s primary insurance and have received denials from the secondary insurance of ********. We sent the patient a letter in November 2015 notifying him, his secondary insurance plan does not cover durable medical equipment. The letter more specifically stated “does not cover the charges for services that you have received from Apria Healthcare. Mass Health has advised Apria Healthcare that the plan you have chosen is a state plan and not a ******** plan. With this state plan, Durable Medical Equipment is not a covered benefit and any incurred charges are/will be patient responsibility.” (Another copy of the letter can be provided upon request) The letter also advises to please contact the number on the back of the patient’s card for more information on the plan type the patient chose. We received confirmation this letter was received when the patient’s daughter in law contacted us via phone November 23, 2015 stating she received the letter, on this date we advised of the open balance on the account and why the patient was being held responsible for the balances. Each time a call was placed to our billing department about the balance, this same information was given and the caller was advised to contact ******** for more information on the patient’s plan. Unfortunately, we have no control over the type of insurance plan the patient chose nor can we control what items are covered or not covered under the patient’s plan. While we certainly do not wish to send a patient to an outside collection agency, our system is designed to automatically send balances to collections when proper notification has been made that a balances is due, and the balances are left unpaid. Regrettably we will not be able to honor any type of compensation for emotional distress, as we have no control over the patient’s insurance coverage. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 father-in-law's secondary insurance has always been ********, not state insurance Apria Health has claimed. They have claim the wrong insurance plan. I recommend them update the wrong information in their system and sent the billing to the right insurance plan.



Regards,
**** ****



Business Response:

We have once again reviewed the patients account, we have re-verified the patient’s insurance information using his social security number to ensure we are getting the most accurate/up to date information and as of January 4, 2016 the patient still does not have durable medical equipment coverage with ********. Per the information provided by ********, the patient has a premium assistance plan which covers ******** Part B premiums only. Per ******** the patient has no durable medical equipment coverage. The patient will need to contact ******** directly for more information via the number located on the back of his insurance card.

The patient may refer back to his explanation of benefits from ******** for more information regarding the denials being sent to Apria Healthcare. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

1/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare has been attempting to collect a debt for services they never rendered. I changed medical supply Companies in January 2015 because Apria could not or would not meet my health needs. They have some how managed to take money out of my bank account while also sending the account to collections. They took this money out of my account without my knowledge or consent. That in some circles may constitute stealing. I have spoken with many different people at Apria and they all apologize and say they have it fixed. Then I receive another invoice for the same supposedly correct item. I am tired of having to defend myself to them and collection agencies. Their equipment was returned in working order back at the beginning of February 2015. Yet they still are billing me for services they have never provided.

Desired Settlement: I would like for Apria once and for all to admit their error and stop harassing me with phone calls that at one time were up to 6 calls per day. I would like my account cleared and would like no negative impact on my credit score. If there is anything negative on my credit report, Apria needs to clear that up and admit their billing error.

Business Response: We have confirmed that the patient received a CPAP with humidifier November 21, 2014 and walked in the branch on April 14, 2015 to return the machine. Patient stated Apria was too slow in following the doctor’s orders. Apria charged the patient’s credit/debit card $81.95, which $65.56 applied to patient’s deductible for January 21, 2015 and $16.39 applied to March 21, 2015 for copay. The patient disputed this amount with her credit/debit card company and was refunded due to authorization for automatic billing was not signed. The balance of $65.56 was sent to collections for non payment and $16.39 is still showing due. These are valid balances and the patient is responsible, however we did adjust April 21, 2015 $24.09 and May 21, 2015 $99.71 balances that were billed to her insurance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

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 payments to Apria Health care per month were $16.39 per month, that was the contract with them. The 1st payment being paid by automatic withdrawal from my checking account in the amount of $16.39 on December 26,2014. A second payment of 16.39 was taken out of my bank account on January 28, 2015 and the 3rd payment on February 25, 2015, in the amount of $16.36.  Apria Healthcare is stating I owe for Jan 2015, Feb 2015 and March 2015. I have paid January and February payments. The amounts they are saying I owe for those months are not in direct connection with the contract I signed with them.

There was also a payment In October 2015 in the amount of $85.95, they had taken that directly out of my bank account without any authorization.

Regards,

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



Business Response:

We have reviewed the patients account and the patient is correct that she has made the 20% coinsurance rental payments for her CPAP unit for the months of January and February 2015 for $16.39 each month. The payment of $16.39 taken in January 2015 was used to pay the January 2015 rental coinsurance amount. The payment of $16.39 taken in February 2015 was used to pay the February 2015 rental coinsurance amount. The payment referenced in October 2015 in the amount of $85.95 was for the $16.39 coinsurance amount for the March 2015 rental coinsurance and for $65.56 which the patient’s insurance applied to her deductible for the January 2015 rental. Typically the insurance would pay $65.56 each month for the rental of the CPAP and the patient would be responsible for only the 20% coinsurance of $16.39. However, for the month of January 2015 the insurance did not pay their portion of $65.56, but instead applied the amount as the patient’s responsibility because she had not met her deductible with them. The payment made in October 2015 in the amount of $85.95 was disputed by the patient with the credit/debit card company, the amount of $85.95was taken back from Apria. Because of this, the balance remained open for the patient, and since no new payment was made to pay the balance in full, unfortunately the balance has since rolled to an outside collections agency. We are happy to provide the patient with a full detailed print out of her account showing all billing, insurance, and patient payments upon her request. If the patient would like to further dispute her responsibility of the additional deductible amount applied to the January 2015 invoice she will need to contact her insurance directly or review her explanation of benefits provided by her insurance company. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11-24-15, I called Apria to ascertain if I was eligible to get new tubing for my CPAP Machine. I spoke with ****, and she told me I was eligible for tubing and cushions. She stated my 20 percent cost would be $16.68. On 11-27-15, Apria Health Care automatically deducted $42.49 from my bank acct. I started calling Apria, asking WHY they deducted this amount. They said I ordered a mask, which I did NOT. I have been calling Apria, since 11-27, trying to resolve this issue, with no success.On 11-30-15, I called (3) times, on 12-1-15, I called twice, on 12-2-15, I called (3) times.On 12-2-15, I called ******, my ins co. and a CSR, by the name of *******, called Apria with me on the line and she had the same problem I have had.I am on a fixed income, and if my SS Check had not just gone into the bank, I would have been overdrawn when they took out that larger amount.Apria's customrer service, passes you around to the next person and you end up with NO RESULTS.They will pass you around until you reach a CSR that states, "We will email our returns dept and they will contact you withing 24 hours." They told me this on 11-30-15, they never called me back. I called on 12-1-15, passed around again and no one ever called. When ******, with ****** called them, they told her the same thing. ******, got a supervisor on the line and she told the supervisor that Apria, keeps telling me that and no one from the return dept. returns my call. The supervisor told her, I will have someone call her today, which was 12-2-15. APRIA NEVER CALLED ME !Apria Health Care is sending supplies that is not ordered, will NOT return your call from the returns dept so you can return them, and they deducted money from my bank acct and will not return it.Please , Please help. I am sure I am not the only person they are cheating.****** ************ ************ ********** ** ***** ************

Desired Settlement: Desired Resolution would be for Apria to STOP CHEATING customers and teaching their CSR'S when there is a problem, to get you to someone that will resolve the issue.I honestly think, they are doing this on purpose to make money !

Business Response: We have reviewed patient account and confirmed that patient was quoted a price of $16.68 and her credit card was charged $42.49. An adjustment was approved by management and entered for all supplies due to all the issues patient experienced while trying to speak with a representative. A refund check was processed to patient in the amount of $42.49 to be received within two weeks. We apologize for the inconvenience this has caused and all issues have been elevated to our Customer Service Team in order to provide great customer service going forward.

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 at all.  Yes, they did refund my money, but it took me a week and numerous phone calls to get anyone with Apria Healthcare to help me. Apria's customer service represenatives just pass you around and do not solve the problem. I am sure I am not the only person this is happening to. In my opinion, I feel Apria Healthcare is cheating people by having charging you for more than you ordered, deducting it from your account and having represenatives to pass you around, thinking you will give up on getting the money back. I honestly feel this is intentional on Apria's part and in my opinion, Apria is not a reputable business.


Regards,

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



Business Response:

We have reviewed the patients account and it’s clear the patient spoke with a number of people attempting to resolve a credit card charge. Unfortunately refund requests and return supply orders are not actions that can be completed over night. We do sincerely apologize that she had such a difficult time obtaining resolution to her complaints. We have completed the necessary adjustments to remove the billing and have refunded the money paid, we have also as she requested removed her automatic payment method from her account. In addition, we acknowledge the error was on our end and have done what we can to correct/resolve this error. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

1/5/2016 Billing/Collection Issues
1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to place an order for a new mask for my CPAP on or about October 16, 2015. I was told I would get my new mask within 7-10 days. I was also told I would pay for 1/2 of the mask and the insurance company would pay the other half. I received the new mask during the time I was out on vacation so did not see it until I got back on October 31, 2015. At that time I did open the box and packaging and noticed the mask was different. This new mask had tubing that went through the nose. I actually had a mask that went over the nose. I was not expecting something different but did try it and read directions on how to use it but was not able to use it at all as the mask was too big, the air was coming out of it and making too much noise and it felt like I was suffocating with this new mask. I placed it back in the box and called Apria on November 2, 2015. On November 2, 2015 I also spoke to 2 different people and the last person I spoke with on that day told me that it might have been that my doctor ordered the new one and that was why I received a different mask. They told me they were going to look into it and get back to me. I never heard back, so I finally called Apria back again today, December 15, 2015. After talking to 3 different people and being transferred, I spoke to *** the supervisor but was told he could not do anything. He told me I would have to pay for a new one because 30 days had lapsed. I do not feel it was my fault the wrong item was sent to me, and after I called the first time no one called me back.

Desired Settlement: I would like to return the incorrect item I received and receive the same mask I was using before. I already paid for a mask and do not feel I should have to pay again.

Business Response:

We have reviewed patient account with assistance from our Customer Service Team and confirmed that on October 19th, 2015 an order was shipped to patient for a mask and patient received a mask ***** ** but according to our system patient was set up with a different mask ****** ** mask on October 30, 2014. Therefore customer service has shipped the correct mask to patient as of December 23, 2015 at no charge. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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.


Hello,
I filed a complaint, # ID ******** and I just wanted to thank you. The company sent me my new mask, I just received it yesterday. This was exactly what I was hoping for.
Please close this case.
Thank you very much,
**** ******

1/5/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Apria has unethical business practices which may have dire affects on the health of the consumers they service. My mother is on oxygen for her breathing disability. She was admitted to the hospital for pneumonia which caused her lungs to become more weak then they were. The doctors had forwarded a service request to Apria Healthcare for a portable oxygen. Apria Healthcare received the request and made contact to deliver the products to my home on Monday December the 14, 2015. The company sent a driver but they did not deliver the products. Instead of knocking to see if anyone was home they left a note saying they came. I was there the whole day. I took the day off from work to make sure I was there. They led about knocking to see if any one was home. I contacted them that Tuesday and that Wednesday which I also took off from work to revive the products they promised to deliver but failed to do so. It is now Thursday night and still nothing. Every time I talk to them they say they came by but no driver ever attempted to make contact at my home. This is very unethical due to them staying they have come but did not. Seeing how this is a medical issue which their products are needed for the well being a consumer which may have dire affects for that consumer to be admitted to the hospital once again. The company even hung up the phone on me while explaining the issue and refused to let me speak to management.

Desired Settlement: I would like the delivery of the products along with a written apology to the consumer and for the unethical practices to stop.

Business Response:

We would like to take this opportunity to thank you for taking the time to convey your concerns to us regarding the multiple missed deliveries.  We certainly understand your frustrations you have experienced and sincerely apologize for any inconvenience this may have caused you.  In review of your records, we determined you have received your delivery.  We want you to know that these concerns have been taken seriously; the feedback you provided will be uses for coaching and training our employees.

12/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My sleep doctor requested that Apria provide me with CPAP supplies. I own the machine, bought by ********. I was given the runaround by Apria personnel for the last 6 weeks and they are not providing me the equipment I need to maintain my CPAP machine. I had several sleep studies, I have documentation of use, and another out of state company was supplying me but ******** wanted an instate company. They don't return phone calls, they don't call the doctor for followup to get the requested information. The local office is *** *** *** ***** **** ***** *******. I have not gotten any satisfaction from the four people I have talked to. I have good insurance and a great need for medical supplies.

Desired Settlement: Order supplies for me as soon as possible. Resolve any doctor issue with calling doctors.

Business Response:

Thank you for your letter concerning the level of customer service your experienced during your contacts with Apria to obtain your CPAP supply order under ******** and their payor requirements. 

We certainly understand your frustration with the level of customer service response you received, and we want you to know that these concerns have been take very seriously.  The feedback you have provided will be used for coaching and training our employees.

In review of your records, we have determined that not all of the required documentation per ******** payor guidelines are on file. Additional information has been sent to your physician of record requesting the necessary documents. 

Again, we sincerely apologize for the challenges you experienced.  If you have any further questions or concerns please feel free to contact 800-310-3363

12/29/2015 Problems with Product/Service
12/25/2015 Problems with Product/Service
12/24/2015 Billing/Collection Issues
12/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, Back in July 2015, more specifically on 07/28 i was a ****** ********** patient and Apria Healthcare provides m***cal equipment for Sleep Apnea Patients, Apria Healthcare Billed me for M***cal Equipment that was completely covered under my ****** Health Insurance Policy, ****** sent me a letter stating that they will cover it and that some Billing mistake occurred during the Billing Cycle and that they will pay Apria, i called Apria Healthcare multiple times and they Resolutions Specialists would not try to understand my issue nor do anything about it, i faxed them the required papers and they did not add it to my account. The Resolution Center is independent of the people who receive your faxes and email so me as a Patient, i can not communicate with the people who update my Profile with such information, i faxed them twice with the Account Number written on top of the two pages and they still did nothing, their Billing Customer Service people are completely nasty are really have no sense in their heads to even understand what you are saying, they act like they don't care, and if you ask to talk to a Manager, they tell you that the Manager is busy and can not take your call, I have asked to talk to Managers more than once and they never allow me to, they seem to be scared to escalate the call to them. Till now, my billing issue is not resolved and they did nothing about it and to try to even understand where the issue lies exactly, they want me as a patient to pay the Bill and then pursue a refund from ****** on my own, this is just ridiculous and shows the type of Management that they have at such company, such companies should have better customer service for healthcare patients, rather than putting pressure on something that i don't even owe, this is very ridiculous and unacceptable. I can not believe that thats is a healthcare company that deals with Patients and people who need help. COMPLETELY and UNEXPECTEDLY RUDE & INCOMPETENT staff. What a Sham!!!

Desired Settlement: April Healthcare need to pursue the past due amount from ******, not FROM ME, Apria Healthcare should also not hold me liable when ****** ********** themselves told me that i am not liable for this Bill.

Business Response:

We have reviewed the patients account determined that we will make one more attempt to obtain payment from his primary insurance of ****** **********. An order was placed with Apria for supplies related to patient owned equipment in August 2015 from ******, via an ***. In this case the *** received was dated after the patient’s insurance termination date with ******. Because of this ****** denied claims Apria submitted. Because the patient states he placed his order with ****** prior to his coverage term date as a courtesy we have sent an appeal dated 12/22/15 to ******. This means for the patient, the balances which were previously being billed have at this time been removed from his responsibility. Unfortunately, if ****** continues to deny the claims, ultimately the patient will be responsible to make payment to Apria Healthcare for the denied charges. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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,

**** ****

12/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been experiencing issues with this company for quite some time. In May of 2015 I received the wrong head gear for my CPAP machine. I have attempted to contact APRIA Healthcare and have literally been transferred to 7 different departments and they will not let you speak with a Manager. The level of service that I have received with this organization is so atrocious.m This business should not be allowed to stay open. They have an escalation department, but you are not allowed to speak to anyone higher than that. Someone at that company needs to know how horrible the service actually is so that people do not have to go through so a hard time.

Desired Settlement: I would like someone in a position of authority from the corporate office to contact me in regards to my experience and I would like the right equipment to be sent out at no charge, immediately.

Business Response: Thank you for your letter concerning the level of customer service you experienced during your contacts with Apria to obtain your CPAP supply order.

We certainly understand your frustration with the level of customer service response you received, and we want you to know that these concerns have been taken very seriously.  The feedback you have provided will be used for coaching and training our employees.

The standard timeframe for orders of this nature to ship take approximately 10 days from the date of the initial order. To resolve any additional delay the requested order has been shipped overnight.

Again, we sincerely apologize for any challenges you have experienced. If have any additional questions or concerns please don’t hesitate to contact 800-310-3363.

12/22/2015 Billing/Collection Issues
12/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The dates of service are February 2013-June 2013 (5 dates of service). I had 5 orders of the same amount of infant formula, the last (june) with one extra can, the previous 4 months/orders should have the exact same billing amounts. I have been dealing with incorrect billing since 2013. The last of the problems are the months of April 2013 & May 2013 were billed to my insurance incorrectly. The amounts should have been billed to my insurance for $2561.00 for each of those 2 months but were only billed $209.00.Leaving me with false balance of $402.65. I as well as my insurance company have tried to resolve this with Apria starting a year ago . My insurance called Apria to get this resolved, spoke to a supervisor that stated they would send corrected claims. Fast forward to October 31 2015, I received a collection notice for the same bill. I called my insurance company they had stated they never received corrected claims. I immediately called Apria and the women had said she saw the problem and notes on my account but it looked like no one at Apria had done anything with it. She could not do anything with it because the account was so old and was already sent to collections. My insurance company then called Apria and the said they would send it to get reviewed & it would take about a week. My insurance called back a week later, spoke to the same woman from Apria & she said give it another week. My insurance once again waited a week called back, asked for the same woman & was sent to her voicemail, she left a detailed message asking for a status update and call back. Still has heard nothing. This company leaves you on hold, hangs up on you, transfers you to the wrong department, says their waiting to hear from my insurance company or just says they are working on it, never to hear anything again, until you call back and the circle starts again. All I am asking is for the corrected amounts for April and May of 2013 be submitted!

Desired Settlement: To have the corrected claims for April and May 2013 billed to my insurance company.

Business Response: We have reviewed patient account and confirmed that claims were sent to BCBS on July 9th, 2013 and were also sent again on August 27, 2013 due to information received from BCBS that the claims were not on file. At this time we have contacted the insurance and will be working with them to confirm if claim information can be sent again for processing for possible payment. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 I stated in my original complaint, there are 2 of the 5 orders/bills that were billed for incorrect amounts to my insurance. Please do not just resend the same bills! I received 5 orders of infant formula from Apria. All 5 orders had the same amounts of product per order (2 cases/12 cans) with 1 month June having 1 extra can. All orders (except June's)should have been billed the same amount to my insurance, $2561.00. The months of April & May were only billed to my insurance for $209.00, which my insurance covered & paid $27.00 of that. If Apria needs $402.00 for April and $402.00 for May then my insurance should have been billed for $2561.00, just as they were billed & paid the other 3 orders! I as well as my insurance have repeatedly told Aprias customer service agents they need to resubmit the corrected bills. Aprias customer service states they can see the problem but do not know how to fix it because the account is so old & in collections. Apria needs to correct & resubmit April& May claims in the amount of $2561.00 for each month, then my insurance will pay their portion & the amount Apria is billing me and the amount disputed.....$402.00!!! 

Business Response:

We have reviewed patient account and have provided our team that handles the insurance billing the information provided by patient in regards to the incorrect amounts billed for claims for April and May. We have contacted the insurance and received a return call from an insurance representative and was informed that because the claims are for 2013 they will have to request the files be pulled as they have been archived and she will contact our office. The claims information was also faxed to her. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

12/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My brother had his abdomen open for 9 days in ICU and after being in the hospital for an entire month they sent him home with a vac pac from Apria. The nurses in the hospital could not get it to seal and create a vacuum which is the entire point of the machine and it made a sound like an old pager very loudly every 5 seconds. Customer service blamed it on the application of the dressing, then admitted that the dressing they sent was not meant for abdominal wounds. We decided that in an effort to keep my brothers wound healing properly we needed a machine that would make a seal, and with surgeon and home health care nurse permission and advice we decided to go with another company. In the hospital while trying to have my brother discharged Apria called and wanted information. Since my brother was having stints and pic lines removed at the time I gave them my credit card number as a hold to use if the machine was not returned, and for no other purpose. After we returned the machine, without notifying me or sending me a bill, they cancelled the doctors request with the insurance company and then said insurance denied the claim and then charged my credit card without notification, or a bill. I have called three times now, the first lady said that they would refund it since the records show that I did not give authorization to have my credit card charged, the second time I called the lady told me it was pending manager review. Today I called and the manager decided that since it was the only credit card number they had on file, that is the one that was charged and they will not be refunding my money that they never had the authorization to charge in the first place.

Desired Settlement: I would like my money refunded on my credit card, them to send a bill outlining exactly what they are charging for, and go through the insurance with their claim like they are supposed to.

Business Response:

Please provide patient's name and address.

Thank you,

Apria Healthcare LLC.

Consumer Response:

Better Business Bureau:

The information the Apria is requesting is the patient name and address. If I send this information will it only go to the company or will this information also be at risk of being shared publicly?

Regards,

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

Consumer Response: The patient name is ******** ********* and the address on file is ** * ***** ****** ****** ** ******

Business Response: We have reviewed the patients account and see that the patient’s sister provided her credit card information via phone to Apria Healthcare on September 9, 2015 to secure the rental equipment being provided to her brother, the patient. When the equipment was delivered to the patient on September 16, 2015 the patient signed our sales service and rental agreement which states “I authorize the company to charge any other credit or debit card I have already provided or may subsequently provide to the Company for any payments I may owe to the company” which may be reference by referring to page 2 of the sales service and rental agreement provided to the patient on the day of delivery. This signed document gave the authorization and permission to charge any credit/debit card provided to Apria. At this time we have receive notification from the issuing credit/debit card that the payment to Apria Healthcare will be reversed and taken back. With that being said a system generated statement is being issued to the patient for the total balance of services provided. We have also issued an itemized/detailed statement as requested. In regards to the claims for the rental of the provided equipment/supplies, we submitted claims to the patient’s insurance as requested and received explanations of benefits for each claim stating the balances were the patient’s responsibility to pay as the equipment is not covered. We also able to spoke to a representative with the patient’s insurance company (a reference number can be provided for this call upon request) who advised the denials were correct/valid.  The representative stated the pre authorization Apria Healthcare obtained for the rental of the patient’s equipment was canceled because ****** ********** received a request from another company for the same equipment. Also the representative advised Negative Pressure Wound Therapy (wound vac therapy) is not covered per ***** *****’s exclusion of disposable durable medical equipment. Because of this the patient will remain responsible for the balances applied to his account and will need to work directly with his insurance to further dispute the charges. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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.

Miss ****** *******,

I receive the message that it has been 7 days, but I have been researching the answers Apria gave and I would like to inform you of the falsities in their statements. 

1) The said that the patient signed the contract, he did not his mother did, and she did not give a credit card number at that time.
2) When they stated that “I authorize the company to charge any other credit or debit card I have already provided or may subsequently provide to the Company for any payments I may owe to the company” which may be reference by referring to page 2 of the sales service and rental agreement provided to the patient on the day of delivery. This was an incorrect statement. On page 2 of the almost illegible contract it states "I authorize the company to charge my credit card or debit card for any and all rental, purchase and other charges DUE AND OWING by me to the Company..." Well how can it be due and owing when they charged my credit card on the 14th of October, and I didn't receive a statement till after November 10th that has a due date on the bill of December 1st? 
3) CC has requested return of funds, but Apria has not refunded the money as of today 12/16/15.
4) They stated that the pumps were not covered by his insurance, which is not correct I have a letter stating that both pumps were considered medically necessary and would be covered by insurance. Please have Apria provide the reference number of the insurance person you spoke to.

Thank you,

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




Business Response:

We have reviewed patient account and confirmed that patient received his wound pump and supplies on September 16th, 2015 and his mother signed the Sales, Service and Rental Agreement acknowledging patient

received the equipment. Our customer service representative spoke with patient sister on September 15th

, 2015 and she provided her credit card information and at that time it was placed on file as recurring and

was also charged in the amount of $636.88 for dates of service September 16th & 17th, 2015 for patient

wound pump and supplies. We received notification from patient sister credit card company that she disputed the charges and the payment would be reversed and taken back and we approved for the credit card company to recoup the payment of $636.88 and refund her in full. On December 9th, 2015 we contacted

patient insurance ****** ********** and spoke with ***** reference # *************** and was informed that the authorization was canceled because another durable medical company requested an authorization for the same equipment and it was approved. The representative also confirmed that the Negative Pressure Wound Therapy is non covered under patient policy per ***** *****’s exclusion of disposable durable medical equipment; therefore patient will still remain responsible for the charges and would need to contact the insurance in regards to the denials received. We do apologize for the miscommunication as our goal is to ensure customer satisfaction and accurate billing.

12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We've spent two months trying to get a replacement Bi-pap through Apria which continues to drag their feet blaming the insurance company every time I talk to them. This issue has went on for two months. Every time I talk to them they need some other document or paperwork and when they get it, they need something else. Last week I was told they needed a compliance download after they got the card two weeks prior and downloaded off of it which turned out to be corrupt. I took the card in and made them give me a reciept last tuesday. Tonight I called the insurance company after Apria kept telling me they needed a compliance download, so again after 15 calls today to Apria I called the insurance company and was told they didn't need a compliance download. So I three wayed the call and Your supervisor refused to talk to the insurance company. This is the SECOND Time I've had to file BBB against Apria for issues.

Desired Settlement: This Bi-pap issue resolve and a new one at this home within less then 1 week as they have drug feet for two months and the client is using a 15 year old machine that is a fire hazard.

Business Response: Apria strives to meet all customer needs and requirements, in most cases we are able to provide a timely resolution which is agreeable by both Apria Healthcare and the customer.  Due to the strict guidelines we are required to adhere to in order to meet insurance qualification standards and regulations your order did require follow up time to obtain the necessary documentation and approvals.  Apria was able to obtain the necessary documentation and approvals required by the insurance on behalf of the customer, however, due to outstanding unpaid balances on the customer’s existing account we were unable to proceed with the additional service request until the account was resolved.  The customer declined the options provided in order to resolve their outstanding financial responsibility.  Unfortunately, due to the unresolved outstanding balance on the customer’s account we have been unable come to a mutual agreement which would allow us to move forward with providing further services. Please call 888 492-7742 if you would like to proceed with the order. We do apologize for this inconvenience.

12/22/2015 Problems with Product/Service
12/16/2015 Billing/Collection Issues
12/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was issued a breastpump from Apria Healthcare in connection with my pregnancy and paid for by my insurer ****** **********. On or about September 24, 2015, Apria Healthcare sent a ***** courier to our residence at *** ****** *** *** ********** ** to pickup the equipment. The driver instructed me to place the equipment in a brown paper bag and give it to him. He provided no receipt for this pickup. From then forth, I never heard from Apria healthcare again, they never sent me any further billing notices, or telephoned me for any reason. We assumed that they had recorded the equipment as returned to them. On December 10, 2015, we received a notice from a collections agency informing us that Apria had turned over our account for 588.78. I telephoned Apria, and they said they had not received the equipment, and asserted that they had called and tried to collect it, but I verified my phone records and I have not heard from them at all. They made no effort to search for the serial number of the missing product, and told us we can go to their field office and try to track it down ourselves which I will be going to tom with my infant daughter. Their pickup process is completely unprofessional, that they don't even send a representative of their own company to pick up the equipment, or provide any receipt is completely ridiculous.

Desired Settlement: I expect Apria to look and find the equipment, or track the ***** pickup and diagnose what happened here. We gave the equipment back to Apria, so they should have it. Once Apria finds the equipment, I expect them to write me an apology letter, let the credit collection agency know that the claim is bogus, and delete any reporting of this collection on my credit report. If they are unable to find the equipment, I expect Apria to investigate their pickup process to understand why they send a ***** driver instead of their own representatives and trucks, and provide no receipt of pickup creating a huge headache for customers.

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.

Complaint #******** Update

Hello,

I filed this complaint yesterday evening.  Today I followed up with Apria's billing department which investigated the issue.  They were able to confirm that the equipment was properly returned, and that the collection was sent to their debt collector in error due to a billing issue.  They told us they will be removing the collection, and sending us a letter indicating that we don't owe them any balance.  As of now, I believe I don't need any action on BBB's part to resolve the issue.  You may close my complaint, I will reopen it should the issue not be resolved as they have stated.  Thank you

***** ****

12/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband got a CPAP machine from Apria on 6-30-14.. He had the appropriate prescription & CPAPs are covered by our **** ****** insurance. Insurance coverage would be determined three months into usage, dependent on my husband's appropriate use of the equipment. We were told if insurance did not cover the CPAP, we would have to pay $300 for it. I signed a rental agreement with $0s listed as the charge for the equipment. My husband used the equipment as prescribed & I took it to the local office for data download. We heard nothing from Apria until July 2015, when told our insurance company didn't pay. $258 was charged to my credit card on file (7-24-15) & we were told we couldn't return the CPAP, as we had it for more than a year. A $150 fee was also charged for supplies (7-17-15). I called ******** **** ******, which said payment was denied because Apria didn't submit data from the download. A representative from ******** called Apria while I waited on hold & asked that the documentation be sent. I was told it would. In September 2015, I returned two boxes of unused supplies to the local Apria office (********** **). The employee at the front desk took the supplies, but said she could not issue the refund right then because she did not know how to work the computer system. I still have not received a refund. Apria continues to send me bills for a $600 balance, stating it has tried to contact ******** **** ******, but either doesn't get a response (highly unlikely for **** ******) or gets notification that it does not have "authorization to bill" ********. ******** indicates it still has not gotten the necessary data from Apria. I believe that Apria is engaging in predatory business practices, as it 1) did not submit the data to my insurance 2) did not communicate that my insurance company had not paid until after the return period had ended 3) the local office told me the price would be $300, when it is actually $1000 & 4) has not issued a refund for returns.

Desired Settlement: My desired outcomes are a refund of the $258 and $150 fees that were charged to my credit card, as well as for Apria to stop sending me bills for a remaining $600 balance. I will gladly return the CPAP machine.

Business Response: We have reviewed patient’s account and confirmed that he did receive a cpap June 27, 2014. The insurance require a three month rental then convert to ownership. The cpap billed three months for $86.00 that the insurance paid and in order to meet the purchase price of $860.01 the final billed amount September 27, 2014 was $602.01. With that last billed amount the equipment was patient owned. The claim wasn’t billed as patient responsibility until June 2015 due to insurance partially paying claim but latter took payment back, at that time it was too late to return the machine. Apria received notification from ******** **** ****** that the compliance wasn’t received on November 24, 2015. The authorization can’t be obtained at this time, due to being past the time limit, for this reason Apria is refunding $258.00 paid towards the purchase and adjusting the remaining balance of $344.01. The payment of $150.00 for supplies will be refunded, as our records indicate they were returned. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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





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.

Dear *** *******,
The following is an update on Complaint ID #********.
Today I received in the mail a check from Apria Healthcare for $408, the total of charges to my credit card in July 2015. As Apria has now both adjusted my balance and issued a refund, I am satisfied and consider my complaint resolved.
This being said, I would like to encourage the BBB to carefully monitor Apria Healthcare. I called Apria many times, my insurance company called at least twice, and I visited my local Apria office prior to submitting my BBB claim. All of the representatives were similarly condescending and unhelpful, and so I believe my individual issue is likely part of a larger problem with the company. That many of its customers are likely elderly or disabled is particularly troubling.
Thank you for the prompt handling of my complaint.
Sincerely,
****** ** ******* ********

Business Response: We have confirmed that a refund of $408.00 total was requested on November 25, 2015, which takes two weeks to receive.  The refund has been mailed and suggest the patient please allow the necessary amount of time to receive it. We believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction.

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to make an appointment to get my CPAP machine pressure adjusted and get my supplies and they just would not make that appointment. I asked to speak to a supervisor and she was not any more helpful than the customer service rep and transferred my call again. The last person I talked to was not able to understand me and I was not able to understand her I thought I was getting and appointment and then she said thanks for calling apria and have a good day. Still no appointment.

Desired Settlement: All I want is for them to make an appointment to get this taken care of yes it may take 7-10 business day to get thing authorized by insurance but you can make an appointment and if needed cancel or reschedule if it takes longer with the insurance company to get the authorization. I hate wasting my time as I work in the medical field and I would never send my patients here to get taken care of.

Business Response:

Patient was schedule for an appointment on December 1, 2015 for the pressure check and to be fit for a new CPAP mask. The supplies were shipped on December 1, 2015. Two attempts were made to contact patient on December 4, 2015 and one attempt on December 7, 2015 to verify the type of mask being shipped. Messages were left each time for patient to call back to verify. Apria makes three attempts to complete the process at which point the patient is then responsible to call back. Patient can call directly at 913-981-7636 for assistance.

Apria Healthcare LLC.

12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They took and Charged my Credit card for 2 large amounts. Instead of billing my insurance company. Told me that they had when they never did . I had gave them all the corrected Doctors information , when my old doctor retired. but they never changed it . So they changed me to self pay ! So instead of only being charged $22.40 like all the past months , I was charged $179.20 and then another $373.56, this was all without even calling or contacting me in anyway! when i called to ask why they had don this i got the run around talked to 4 people and nothing was resolved!

Business Response: We have confirmed that the patient’s credit card was set for auto pay. Each month the oxygen concentrator bills $112.00 with a copay of $22.40 billed to the patient and $89.60 to insurance. The oxygen stationary is at no charge with the concentrator. Patient's physician was not enrolled in Medicare’s Pecos system causing her account to be billed self-pay for the dates of August 10, 2015, September 10, 2015, and October 10, 2015. She was charged $179.20 for August and September 2015. October 2015 was billed the correct self-pay price of $186.78 instead of the insurance allowable of $112.00 for the concentrator and the stationary for total charge of $373.56. The physician has been updated and a payment reversal has been done to bill the insurance. Unfortunately payments made towards the insurance portion of $89.60 for months August, September, and October totaling $268.80 will be refund only after the insurance pays. The remaining $261.56 will be refund immediately. We believe that we have taken all appropriate steps to resolve this problem to the patient’s satisfaction. 

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.

well i contacted you on the 11/16/2015 about this same thing , and on 11/23/2015 you sent me a reply. from the company. i accepted the offer, to which the said that immediately i would get 261.56 to this date i have not received anything or have they billed the insurance. then i received bill saying that i owe them 164.38. this is in regards to complaint id number ******** Please help me with this refund Now!

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



Business Response: We have confirmed that the refund has been issued in the amount of $261.56 on November 27, 2015. The patient need to allow time to receive it by mail, which may have been delayed due to the holiday. The payments for dates of service August 10, 2015, September 10, 2015, and October 10, 2015 have been reversed to bill the insurance. The patient will receive a billing statement until the insurance has been processed for these claims but do not owe the balance and will be refunded upon insurance paying. We believe that we have taken all appropriate steps to resolve this problem to patient’s satisfaction.

12/8/2015 Problems with Product/Service
12/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare delivered a walker to my mother's house. I agreed to pay $17.00 for the item as my mother's co-pay. Apria deducted $86.51 from my bank account. I called and they hang up on me. I sent emails no response at this time.

Desired Settlement: Pick up walker used as ruse to collect my mother's charges and credit my account the full amount taken illegally. The invoice had a balance due of $63.34 but as I circled the $17.00 that this was my charge and my mother's check had been signed and sent. Luckily I noticed the amount taken form my account and called my brother not to mail the check just signed. Even then the amount on the invoice was for $63.34 not the amount taken from my account. The destruction of my information used in this conversion of my money to their possession so it cannot happen again. I shutter to check my balance as they may have deducted even more money. Notice that this might be policy and not to be ripped off again.

Business Response: We have reviewed patient's account and confirmed that she received a walker on November 5th, 2015 and her son signed the Sales, Service and Rental Agreement acknowledging he received the equipment and authorizing his credit card to be placed on file for any charges not covered by the insurance. On November 6th, 2015 we charged patient credit card for dates of service October 5th, 2015 $23.17, November 5th, 2015 $23.17, November 6th, 2015 $52.53 for the monthly rental of the semi/full electric bed and on November 5th, 2015 $17.00 for the copay for the walker she received. The credit card is no longer attached to the account as recurring but is still on file. At this time patient account reflects an open balance of $28.19 for date of service November 5th, 2015 for the rental of her lift and wheelchair. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 my Debit card was to be charged only for the walker as it was circled and a sale. second My mother has been billed for these charges also. third my brother (**** *******) gave his credit card. fourth the lift and the walker were picked up by Apria and no refund has been given fifth they are liars and thieves. I have filed a complaint with ****** for allowing this criminal enterprise into our home. I have filed a complaint with my bank. And I signed the sales agreement only  for the walker only (circled) for which my mother had been waiting  6 wks. and Finally I want all my money ($86.51) returned to my account and if they do return to me my personal information I am filing an additional complaint with the FTC and anyone who will listen. The AG of California. Whoever will help with this invasion of my personal information and punish the criminal enterprise that stole it. I have requested the credit card agreement that they claim I signed. The numbers in their answer seem as tilted as their logic and ethics. Please pardon my non structured response but the information given by Apria is so ridiculous as to cause temporary speechlessness.
Thank you.

Regards,

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



Business Response: We have reviewed patient's account and confirmed that we have on file a signed Sales, Service and Rental Agreement by her son authorizing his credit card to be placed on file for any charges not covered by the insurance. Patient's son credit card was charged $17.00 on November 5th, 2015 for the walker and the payment applied to our system on November 12th, 2015. Patient returned the walker and the lift on November 11th, 2015 therefore we have requested a refund check be processed to patient in the amount of $72.53 for payments made by him for those items. Patient credit card is on file but has been removed as recurring and will no longer be automatically charged. I have sent a copy of the signed Sales, Service and Rental Agreement to patient as requested. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

12/7/2015 Problems with Product/Service
12/6/2015 Problems with Product/Service
12/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I received a whellchair from Apria Healthcare in ******* ** in may of 2014. During that time they billed my insurance, which was United healthcare through the US Navy. Later in September 2014 I relocated due to separation from the military to Maine. During this transition the wheel chair was lost. After my health insurance was terminated in October of 2014 Apria began to bill me individually for the wheelchair. In November 2014 I reached out to the company to tell them I no longer had the wheelchair and that they would have to contact my previous insurance for any payments owed since their office in Oxnard had never stated that the wheel chair was a rental. I have since spoken with them several times, and been disconnected several times, and finally in August 2015 a representative completed a call with me a stated that they fixed the issue. However, I was still being billed from November 2014 to August 2015. I have refused to pay it and it has been sent to a collection company even though I have told the company since November 2014 that I did not have the wheel chair. Each time I was told it would be resolved and it never was. This last time I spoke with them in October of 2015 I was able to complete a call without them disconnecting the call. The representative escalated the issue to a supervisor and said it would be resolved within a week. It is now two weeks later and I have not received a call back. I am looking for them to correct the issue close the account billing from November 2014 to August 2015.

Desired Settlement: My desired outcome is to not be billed for an item that Apria has been told I don't have for about a year now.

Business Response: We have reviewed the patients account and confirmed via our sales service and rental agreement, signed by his spouse that the wheel chair was received on May 16, 2014, also that the spouse was notified same day the wheel chair was a rental. The spouse contacted Apria for the first time on July 14, 2014 to remove her credit card, there was no mention of the wheel chair. Apria contacted the patient’s insurance on February 12, 2015 and we were informed the patient’s coverage terminated on October 18, 2014. At this time we made three phone attempts and sent one letter asking the patient for updated insurance information. Due to no response from the patient, on March 5, 2015 we removed the patient’s insurance from the equipment and attached the self-pay pricing to the account and we began billing the patient directly for the monthly rental of the wheel chair. After receiving returned mail we located an updated address for the patient and began mailing our statements to his updated address in Maine. We received our first contact from the patient himself on June 14, 2015, the patient insisted his insurance should be covering the cost of the wheel chair, but there was no mention of the equipment being lost. We were not notified until September 2015 via an out bound call to the patient that he was no longer in possession of the equipment as it was left during a move from his previous address. When we were notified of this the equipment had already been converted to a sale and the ownership transferred to the patient.  

Apria’s billing is setup to bill on a monthly basis and even though the equipment was not in use, or in the patient’s possession, the patient was responsible for the equipment per our signed agreement, the sales service and rental agreement. This has resulted in the charges being patient responsibility. We do apologize for any miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

11/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare provides breast pumps for ****** **********. I received a breast pump through this service and was told I could have it free of charge for 6 months. My physician prescibed me a pump because my child had problems latching. Since the first month of receiving the pump, Apria called me several times a month demanding I pay or they would come take it from me. I continually called Apria and ****** to resolve the issue. My primary physician even became frustrated because he had to re-prescribe the pump on a monthly basis. Apria continued to harass me until I agreed to rent the pump, even though ****** ********** prescribed it to me and I was told I could use it free of charge for 6 months. Once I gave Apria my credit card information, this business charged me for the purchase of the unit (instead of renting it on a monthly basis) and STOLE $588. I NEVER agreed to purchase the unit and there's no record of it. Now Apria Healthcare will not answer phone calls or return them. They stole money from me and ran. This is a terrible and shady business that I would not recommend to any one.

Desired Settlement: I want my money back that was STOLEN.

Business Response: We have reviewed patient's account and confirmed that she received her breast pump provided by Apria on May 1st, 2015. Patient signed the Sales, Service and Rental Agreement acknowledging she received the equipment and also authorizing her credit card to be placed on file for any charges not covered by the insurance. Patient's ****** Plan only authorized the use of the breast pump for one month at a time and on June 1st, 2015 patient called to have an extension for the use of the pump and was informed by customer service that we need an extension from ****** and the doctor. Patient called on June 4th, 2015 to inform us that the doctor. sent in an extension for the breast and was informed that the information was still not on file. The equipment use was extended for another month from June 8th, 2015-June 30th, 2015. Patient called our office requesting the equipment not to be picked up and was informed the last extension order we received was for June 8th, 2015-June 30, 2015 and that she would have to make contact with her doctor.  We received another authorization until July 31st, 2015. Patient was informed that ****** only authorizes the breast pump for a month at a time and because the equipment was not returned and no additional authorization was received the equipment was converted to a purchase as of September 18th, 2015. The amount of $588 was charged to patient credit card that was authorized to be placed on file. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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.

Not only did I contact the business after they repeatedly told me I had to rent the machine, but even had medical approval from ****** that I was to have the machine under my medical insurance coverage. After repeated harassing calls, I gave in (due to the fact that having the machine was the only way to breastfeed my daughter) and told them I would rent said breast pump machine. I finally said I would rent the machine that I had medical coverage for - this should be against the law. It certainly is the direct opposite of Obamacare and legislation. They then asked for my billing information to charge my account and I gave them my information - under the pretense that I would be charged a little over $40 a month to RENT THE MACHINE. 


One month later I was charged over $588 as purchase of the machine. I called over and over and no one would give me a straight answer except to say I owned the machine then put me on hold. I begged and told them I could not afford that amount and would be put on hold for over 25-35 minutes at a time. I called their offices demanding a supervisor and every time I was being "transferred" to a supervisor, I would just be put on hold for no less than 30 minutes, until I would hang up. I have a full-time job and family so I cannot be on hold like that. I would, however, call back the next day and the same thing would happen. 

I NEVER GAVE THEM THE AUTHORITY TO WITHDRAW THAT AMOUNT. I ONLY gave them the credit card information to RENT the machine. I even had my own bank try and dispute the charges. The terribly sad part is, I was on phone calls with people for all these, so I have nothing in writing myself. Just my word and my husband's word (since he was with me most of the time) against theirs. 

I have read reviews of this place and they are known for this. It is a terrible company. They continually harassed a person with MEDICAL INSURANCE COVERAGE for a machine for rental information until I gave in. I thought I was giving them money to rent the machine. They lied to me. And after charging me the $588+ dollars, would never work something out with me or even speak to me, for that matter. 

Regards,

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

Please find attached the approval from the Pediatrician to have the pump covered through my ****** Health Insurance up to and including DECEMBER 2015.


Business Response: We have reviewed patient’s account and confirmed that she received rental equipment May 01, 2015 with authorization from her insurance for thirty days at a time. The email attached only confirms that the doctor would request an extension for six months not that it was approved. The patient called each month for extension and final extension ended July 31, 2015 with no other extension being received. The patient did not return the equipment and was sent a letter dated August 24, 2015 informing her the equipment need to be returned or she would be responsible for payment for loss of the equipment up to the maximum extent permitted. The equipment was never returned so it was converted to ownership on September 18, 2015. The remaining purchase price of $588.78 was charged to the credit card provided by the patient and authorized for billing. We apologize for any inconvenience this may have caused.  

11/30/2015 Billing/Collection Issues
11/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for replacement supplies with Apria Healthcare for my husband's CPAP machine. The issue was our insurance was going to end on the 30th of September. The approval came through on Sept. 21st from ******* ******* *********s yet there were some issues with the insurance since I switched to *****. Everything was worked out in the 29th of September and I called Apria (again) on Sept. 30th to make sure that the order was processed. I was on the phone for an hour and a half with the billing department and when I reiterated to them that the policy expired that night at 11:59pm, they assured me that the order would be placed that day so it would go through the insurance. My portion was to be 20% and insurance paid 80% I was told my total was $36.68 out of pocket. Fast forward a week later I still had no confirmation of the order and I got a call from Apria stating I didn't have insurance coverage. I was VERY upset at that point and asked to speak with a supervisor, they spoke with me and wanted to charge me the full amount. I was then told someone from escalations would call me back which took a few days. I spoke with someone on escalations who wouldn't do anything for me and told me a supervisor for sure would call me back. Here we are a month later and no supervisor has called me. Meanwhile my husband has to sleep in a different room than me and I hope that everyday I wake up to him breathing still. He needs the replacement parts to continue to use his machine. Apria should have on file the several times I called both in September and October yet these people do nothing. I was trying to be responsible and get it taken care of before my policy expired. The customer service team are like robots who read a script and could care less about our situation. The order should have been placed on the 30th of Sept. as I was told it would be.

Desired Settlement: I would like Apria to place the order that should have been placed on September 30th and charge me for the amount that was promised, 20% of the bill which should be approx. $36.68. I want my husband's CPAP supplies ASAP. I am not looking for anything free or a handout. I want Apria to step up and take responsibility for the additional 80% of the bill. It is not my fault that they did not place the order when they should have.

Business Response: We have reviewed patient account and confirmed that our Customer Service Team have shipped his supplies at no charge and have communicated that information to the patient as well. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

11/27/2015 Delivery Issues
11/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called this company because they are an approved company for medical supplies. My son needs a nebulizer because he has chronic asthma. I was told by the doctor's office that I could order the machine and would be billed for the patient responsibility amount. I called to order and was told I had to make a payment over the phone or I could pick it up and pay then. The nearest pickup location is an hour away. As there is a lot of identity theft going on, I felt uneasy about giving that information over the phone. I called my doctor's office back to see if there was another company I could use and was told that the other company would be out of our network. The office manager assured me that Apria was a reputable company. I called back and gave them my HSA card info and was told that his machine would be delivered in 24 hours, if not that day. It has been four days. I called back this morning and spoke to a representative that said that she would escalate the call. She put me on hold for 7 minutes and then hung up. I called back from a different number and got through to a different representative. She assured me that the machine would be on the delivery truck, to be delivered before 12:00 pm. I wonder, if it was one of their children in distress, would they be so cavalier about getting a machine to them? My child could die without the proper medical equipment but I guess that doesn't matter!

Desired Settlement: Delivery of the Nebulizer, contact from the company and an apology.

Business Response: Apria Healthcare changed the payment policy in 2014 and has worked to communicate this policy change to our patients. We have spoken with the customer regarding our policy and advised them of the requirements.  The customer has placed the necessary payment on file. There was a miscommunication on the delivery expectations on the patient's account. This has been resolved and delivery completed. We do apologize for any inconvenience this may have caused.

11/23/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged for oxygen that was dropped off to my residence and never used. I spoke with numerous Apria offices as well as their local (ohio) salesman and could not get the equipment picked up in a timely manner. They charged my **** account $89.60 for equipment that was never used or even moved from where it was delivered. Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund I would like $89.60 charged on 9/23 as well as the $22.40 charged on 9/4 credited.

Business Response: We have reviewed patient account and confirmed that she received the oxygen equipment on September 8th, 2015.  We received a discontinuation order for the oxygen from the doctor on September 10th, 2015 and the pickup order was processed but then canceled because a respiratory therapist home visit was required before pickup. When the respiratory therapist spoke with patient on September 15th, 2015 stated she wasn’t using the oxygen but would contact our office when she wanted the equipment picked up after contacting her doctor. On October 13th, 2015 patient called to schedule pick up and it was scheduled and completed on October 19th, 2015. Our billing is setup to bill on a monthly basis and even though the equipment was not in use patient still had the equipment in her possession resulting in the charges being patient responsibility. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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.

[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY] I did not use this product. It was returned in the original condition it was received.  After requesting the equipment be picked up a sales person called me and made several promises regarding training and care and ease of contact. I did not find these promises to be true. Apria is impossible to reach a person locally that will help you.  I requested the equipment be picked up. I assumed that because I had nothing but poor service up to that point , they were dragging their feet in making that arrangement. I t was not until I received the invoice in the mail Dated 9/22 that I saw they were charging me. The initial representative said I would be charged $22.40.... and wanted my charge card number to put the charge on. I was unaware of the $89.60 until I received the bill  DEDUCTIBLE>>>> how can I have a deductible when I don't have the equipment? 


 I really believe that their lack of prompt response is costing me $122.00. MY INSURANCE company was also billed I will also be contacting them to get their money back.. I NEVER USED this equipment. 

I expect a $122.00 credit to my charge.

Regards,

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


Business Response: The equipment is billed based on possession not usage. The patient received her equipment September 08, 2015.  Insurance was billed a total of $112.00. Patient paid a co pay, insurance processed the claim and didn’t make payment due to her deductible not being met making her responsible for full amount. Before picking up equipment a respiratory therapist contacted patient September 15, 2015 concerning any issues she may have with her equipment, at that time the patient declined home visit, said she was not using the equipment, and will call when she was ready for pick up. Apria was contacted October 13, 2015 for pick- up with work order being completed October 19, 2015. Unfortunately a credit would not be feasible, patient is responsible for one month rental and insurance did not pay. We do apologize for any inconveniences this may have caused.


11/20/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received services from Apria Health Care on September 2013, Services was cancelled on November 2013 and Equipment was picked up on December 2013. I was charged for services on April 2015 which was service that I've never use. I have tried to call for more than 3 months to request for my money back and their excuse is that the check was send to the wrong address, also that the check was lost in the post office, that the refund take up to 6 weeks, Now on November 5, 2015 they told me that it is a process and that the lady was only able to help me to write a request to get the refund.; that it was the only thing she was able to do. 6 months ago I was applying to get a mortgage and find out that Apria send me to collections for equipment, this equipment was return 2 years ago. They dined my credit due to this matter.

Desired Settlement: I want my money back and also for them to better check who works for them since their own employees change customer address so they can steal from their employers; and the business steal from customers.

Business Response: We have reviewed patient account and confirmed that we requested a refund be processed for patient on August 7th, 2015 in the amount of $75.24.  The refund was mailed to the address we have on file for patient which was incorrect. Patient correct address has been updated in the system and a refund check is being processed to be sent to her in the amount of $75.24. We do apologize for the inconvenience this has caused as our goal is to ensure customer satisfaction as well as accurate billing.




11/20/2015 Problems with Product/Service
11/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After six attempts, Apria Healthcare has been unable, and is now unwilling, to deliver a working, undamaged lightweight wheelchair to my 92 year old mother. ****** has placed the order on her behalf, but each chair is either the wrong chair (ie. not a lightweight chair), damaged or flawed (ie. I cut my finger open on the exposed screws). They have now informed us they are not returning. She needs the wheelchair to move within the house.

Desired Settlement: A working, lightweight wheelchair that is complete, not damaged, and in working order, including without any issues that could inflict injury on my mother through normal use. An apology would be nice too.

Business Response:

RESPONSE:

Multiple attempts have been made to exchange the light weight wheelchair for patient. Patient has refused each attempt.  Apria is unable to satisfy the patient with each attempt and has exhausted all efforts.

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 healthcare has not been able to supply a working wheelchair. I have stated in my complaint that they have come bringing the wrong wheel chair and defective ones over and over again so their response that they've come several times is a joke. I'm saying they came several times. ****** has now stepped in and stopped them two more times since the original complaint as they were bringing the wrong equipment again. In fact, ****** has told them not to contact me again and to deal with them on my behalf in getting the right equipment and yet they've contacted me twice more. The ****** rep is now equally appalled by their terrible service. No wonder there are hundreds of complaints against them. Apparently they don't even have clear records or they would see this.

Interact with ****** on our behalf and ultimately deliver the correct wheelchair, in working order.


Regards,

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



Business Response: The branch made multiple attempts to provide a wheelchair. After multiple refusals the branch was notified by ****** DME manager to refuse any more attempts and that the patient would be referred to ******'s wheelchair clinic to obtain their special order wheelchair. On October 26, 2015 the branch was notified again that Apria is being requested to order the special wheelchair. The branch immediately submitted special order request directly from manufacturer and patient was made aware of eta. Th branch is currently waiting to receive wheelchair, and will deliver to the patient as soon as it is received.

11/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been on home oxygen since 2008 and Apria has been my source since that time. They have called several time and sat up appointments which they have not kept. When I call to confirm the appointment they tell me that is not scheduled for the day that I confirmed with them but the next day or next week. When I try to talk with their service department and/or appointment department, I have to talk to a computer which usually puts me on hold and after several minutes I get hung up on. The same thing happens when I try to call back and the sound from the computer is very distorted and being hearing impaired I have difficulty hearing what the computer is requesting. I understand that they have schedules to make and keep. However, they need to understand that I also have things on my calendar that I need to take care of and a schedule that I have to re-arrange to be available when they say they will be there.

Desired Settlement: To improve their phone service when patients call and to ensure that the patient and the company is on the same page as for as the appointment day and time is concerned.

Business Response:

This letter is in response to the BBB case number referenced above that was submitted to the Better Business Bureau on 09/24/15.  Thank you for taking the time to notify us of your unsatisfactory experience with our service. We are taking every action possible to make sure that this problem is rectified and we are able to provide the best solution possible to your inconveniences.  Below is a brief description of the concern(s) and our response.  

 

Concern # 1:  Missed or rescheduled appointments.  

 

Response #1:  The client was contacted and an appointment was scheduled at his convenience.

 

Concern #2: long hold times, dropped or disconnected phone calls and hearing challenges

 

Response #2: The Organization is aware of the challenges with periods of extended hold times, dropped or disconnected phone calls and is working on improving the phone system. 

 

 

Sincerely,

 

 

 

Apria Healthcare LLC


11/17/2015 Billing/Collection Issues
11/13/2015 Problems with Product/Service
11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria substituted another medical equipment item, a head strap for the one ordered. Substituted item is of a different design and cannot be used. Contacted company on 10/16/2015 at 11:45 AM to return the product. They said they'd call back with return information within 48 hours. No call received. Again called Apria on 10/21 at 12:29PM. Customer service supervisor assured me the the return request was in the system but refused to escalate the problem further. He also assured me he would personally make sure they would call back withing 24 hours. It is now 10/26 and they have not called to arrange a return. Call logging on my phone confirmed no call from Apria has ever been received.

Desired Settlement: I am unable to reorder the medically required item from another vendor until Apria credits my medical insurance company. I request they do so immediately without the return of the item.

Business Response: We have reviewed patient account and confirmed that on October 27, 2015 an adjustment was entered for the item he received and he was advised to discard or donate the item and would not have to return it. A payment reversal was completed and also a request was entered on October 27, 2015 to refund his insurance ************ ****** for payment made for the item. We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.

11/12/2015 Billing/Collection Issues
11/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I use a cpap machine from them to help with my sleep appenina. I drive for a living to support my family of 3 and need my job to feed and shelter my family. I reached out to this company through the need of the machine and they have been so mean when it comes to service. They are quick to sell you machine, masks, filter, and so on but when something doesn't fit that they ordered or it is not what the sales rep requested, they will not take the item back unless you deliver the items to them. I have had several experiances with this and each time when I do hand deliver the item because they will not send a return label to return ( the way they deliver) after you ask repeatily (when they call to sell you something) but don't answer when you call for customer service ( you get to a rep and they hang up repealty when you identify yourself and the need for a return). Once had delivered and have recipt from a very snotty what she called her self customer service rep said she will only credit 3 out of the 4 hoses she sent me incorrectly and one late fee and I still had to pay 121.54 today or she would not do any of the credit for the items. So I paid what ever so it will be over and now I get another bill saying I am late and need to pay more. Once I call to ask for a help the calls always disconnect and my home phone line works ( I tested that time and several times logged) Upset and need a resolution! I will continue to call but something has to happen these people are awfell and I am forced to deal with them to support my family. I barely passed my last CDOT test by the Doctor because they were giving me the wrong mask and then tubbing for the mask so their was a huge leak. The just want to sell me equipment telling me I have to have it to maintain my sleep and it doesn't even work nor will they make a retuen easy or give you credit once you do hand deliver the items.

Desired Settlement: I was told they would credit the late fees and credit the items I had hand delivered to their snotty customer service rep. And now have yet another bill saying I am past due and need the amount on customer 10th and the mail was delivered 10/26/15. I am calling the business all day once mail arrived and they keep hanging up on me once I say dispute. Just want to talk to a person that will take care of the issue. I wish I didn't need the machine or had any other company I could go to. HELP!

Business Response: We have reviewed patient account and confirmed that patient returned the CPAP heated tubing that he received a bill for. We have entered an adjustment for the amount of $35.62 and patient is no longer responsible for those charges and there were no late fees applied to his account. We have provided our Customer Service Department all information regarding the issues the patient experienced to ensure better customer service is provided for him going forward and his account currently reflects a zero balance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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

Complaint: I am ******* husband, ****. ***** was advised to have a CPAP machine which she used for a number of months. She returned the machine and all related parts to Apria in *********** **. She was told her final bill was $109 and change which she paid. Now we are receiving subsequent bills with various totals that have been sent to a collection agency. I have sent letters to Apria at the main office and to another location. They have a myriad of addresses and the bills come from all over the United States. My wife and I have never had a bill that we did not pay. We have been married 57 years this coming January. Our credit rating is well over 800. We never received any acknowledgement of our letter being received. I truly believe that Apria scams ******** but of course cannot prove my beliefs. As you know, they have hundreds of complaints against their company. This is truly harassment to senior citizens. Sincerely, **** and ***** *****

Desired Settlement: Have Apria stop sending us false claims. This is very stressful to my wife and I.

Business Response: RESPONSE:
We have reviewed patient account and confirmed she received her CPAP machine and supplies on July 22nd, 2014 and additional supplies on October 15th, 2014. We submitted claims to the insurance for their portion for the items received and patient was billed and paid $109.81. There were still claims pending payment from the insurance at that time and after processing they were denied by the insurance.  The outstanding amounts in collections denied by the insurance are for dates of service July 22, 2014, August 22, 2014 and October 22, 2014 amount $183.22 and were sent to collections after being outstanding for over nine months. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

11/11/2015 Problems with Product/Service
11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted this company SEVERAL times to order CPAP machine supplies for my husband. On Sept 8, I called with the INSURANCE COMPANY on a 3-way call to provide APRIA with an authorization number to get my husbands order processed. 3 weeks had passed I called back on 9/25 and was told that the order was cancelled on 9/8 because they needed an authorization number. ARE YOU KIDDING ME, you verbally received this information. the representative stated on 9/10 they received the faxed information. WELL WHY DID THE ORDER NOT GET RE-processed??? He claimed will refer to the Escalations department and I was also awaiting a callback, which never happened. On 10/5 I spoke to *****, who stated SHE will re-activate the order and refer it to escalations for immediate processing. I was also awaiting a callback from **** who is supposedly a supervisor. but OF COURSE NO CALL BACK AGAIN!!! 10/6 I called back spoke to ****(who claims he is not a supervisor, I find that mighty strange) I told **** I needed a manager and I was passed to *******. ******* stated to me I need to give the escalations department 24hours. ARE YOU KIDDING ME, THEY HAVE HAD SEVERAL 24 hours to get this straight. As a Manager I expected MORE from *******. I advised her I need to speak to someone in escalations department or she should be able to handle this issue. Well, I was passed to ******* in escalations who kept telling me the order was NEVER sent to escalations and Marie is supposed to handle the order, mind you Marie is NOT in the office as of this moment of my call. I expected ******* as the manager in the escalations department to care MORE than she did and to get someone to process the order RIGHT now. She stated she is sending an EMAIL to the escalations team, but wait you are in the escalations department. SHE too stated I have to give them ANOTHER 48 hours. this is ridiculous. AS I have stated to them, if something happens to my husband as he sleeps, I WILL FILE A LAWSUIT

Desired Settlement: I need for someone to contact me TODAY with a tracking number for this order with this order sent OVERNIGHT. This company need to be out of business. people depend on them for Oxygen and breathing equipment and they take their sweet time processing order and NEVER CONTACTING customers.

Business Response: Apria has made several attempts to contact the client on October 19, 20 and 21 without success. The client initially contacted Apria to place an order for supplies on May 4, 2015. The order was processed by our insurance qualifications team who determined a prior authorization from the insurance company was required.  After 5 business days, the insurance authorization had not been received; therefore, the order was placed in pended status. On October 5th the client contacted Apria again and at that time the order was reactivated along with being forwarded to our escalation team to process.

On October 21, 2015 upon further review of the account, the order was processed and shipped to the client.

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, did not tell the entire truth.  And your customer service sucks! However, yes you did ship the order only because of this report.  You made NO attempt to contact me on these dates.  Your company has 2 numbers to reach me or my wife and she did NOT recieve a call.  Once she got home today, low and behold there was a box from APRIA.  Just know after this order, your services will no longer be needed.  We have found another provider.  Hope they put you out of business with enough complaints.]

Regards,

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



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

11/9/2015 Billing/Collection Issues
11/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria is billing for services we did not received. Called couple of times and supposedly they fixed the issue and than they send another bill for the same service next month. Now they are making fraudulent claims for services still for my father and he has passed away. They always apologize and credit the bill and than make another charge services we never received from them. Since they can't solve the issue going to the reporting agency and hopefully would resolve these fraudulent claims.

Desired Settlement: Need for them to close the account and stop billing for fraudulent claims under ***** **** Account # **********

Business Response: We have reviewed patient account and confirmed that all the equipment has been returned; therefore we have adjusted the open balance and patient is no longer responsible for the charges. Patient will no longer be billed for services and account now reflects a zero balance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


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,

****** ****

11/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A little over a year ago I was diagnosed with Server Sleep Apnea by *** ****** *******. I am on ******** so he recommended Apreia Healthcare to be the provider for my CPAP equipment. I trusted his opinion and proceeded with the treatment plan and choose Apria Healthcare as my provider. I went through all the sleep test and studies (over 3 months worth). The entire process was very stressful because *** ******** office at Comprehensive Sleep Medicine Associates would fax my sleep studies to Apreia and they seem to never get them. Initially they pre-approved me with my ******** and I was only support to pay $19.21 a month and they would file the required paperwork with ********. Initially things went like I agreed, but the equipment didn't fit properly and I couldn't get the right equipment from Apria. I had to manually take the sleep studies form the doctors office to Apria's office in ******* (at least 3 times) to get them to do there part. After a few more months the situation got worst. ******** would not approve my machine because they said the paperwork was not filed properly by Apria. Then Apria send a person to my home and left paperwork that required me to pay monthly installments out of pocket if ******** didn't approve. I did not want to do this but I have 98% oxygen loss with my Apria and needed my machine to live. I was even more stressed because I couldn't get a fax to come through with my proper papers, but the sent someone to my home to harass me into signing papers to basically bill me even more money with no proper service. Now I am getting letters in the mail saying I owe them $638 and billing me $76.83 for a CPAP that is not properly fit and they not sending me proper mask for. I have not been sleeping properly with or without the equipment and still being bombarded with phone calls and letters saying I owe them.

Desired Settlement: I first want Apria settle and remove this entire past due balance of $638.54 (they forced me into a contract and didn't deliver proper services). I also want no future contact with via phone, email or letter form the company about this past, present, or future dues. I want full issue resolution by clearing of these fees and equipment cost and no future cost ever or depth sent to any credit agencies in my name.

Business Response: Patient stated he received CPAP equipment from Apria Healthcare and all required documentation was provided but he has been informed he owes a balance of $638.00 and $76.83 for the CPAP.

RESPONSE:
We have reviewed patient account and confirmed that he received his CPAP unit and supplies on September 3rd, 2014. At that time we were unable to locate the download and re-evaluation that were needed. Patient called along with the nurse and stated the Dr. faxed the download and prescription on December 9th, 2014 but we received the information on January 15th, 2015. Once we obtained the required documentation we submitted an appeal to the ******** and the decision was unfavorable and not covered by ********. We have an Advanced Beneficiary Notice on file signed by patient as notification that if ******** does not cover claims he would be responsible for payment but can appeal with ********. The outstanding claims due are for dates of service September 3th, 2014-October 3rd, 2015 total amount $638.54. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I reject this "statement" because I was told by Apria that my equipment would bone covered. However, Apria informed me that ******** "never" approves these types of claims. If this is true, why was ?I'm lead to believe I could file a ******** claim?  Had I been properly informed ******** would not approve there equipment, I could have chosen another form of therapy that best fits my needs.   Also, did you all read the parts where I had to drive to your office location and hand deliver my doctors paper work on at least 2 occasions?  But this document you all have on file was brought to my home as if I was being hunted down by the police or something.  That alone shows me my interest was never taking into proper consideration.   Finally, the equipment does not work and is not fit properly.  I never missed an appointment with my doctor, but Apria failed to support the equipment and is not providing my medical needs.   I will NOT pay to be treated with little regards for my health and definitely will NOT be paying for equipment that does not work.  I paid as agreed for the equipment for several months, but I am still not sleeping properly and I was deceived from the beginning; which is very bad business. 

Regards,

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


Business Response:

RESPONSE

We have reviewed patient account and confirmed that claims were only denied because ******** guidelines were not met. We submitted a redetermination request on March 13, 2015 and it was denied by redetermination because a copy of the doctor credentials were not submitted. We submitted the requested information on May 13th, 2015 to ******** along with a reconsideration request form all the required documentation and the decision came back unfavorable that claims would not be covered by ********. At this time the account balance is $715.37 for dates of service February 3, 2015- October 3, 2015 for the monthly rental of the CPAP unit. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


11/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was set up with a CPAP machine in May 2015. Apria said it was denied by my insurance and I would be responsible for all charges. I paid an initial payment of $227.98, and was supposed to be billed monthly charges for 1 year before owning the machine outright. I gave them a credit card to use for billing for the monthly charges and for supplies. After contacting my insurance company, it turns out that Apria did not get the prior authorization they were supposed to get. My insurance company has been trying to work with them to no avail. In the meantime I have been billed monthly charges of $13.33, but I have also been billed other charges and have been unable to get an explanation as to what they are for ($24.33 and $136.09 in July, $124.33 in Aug, $160.02 in Oct). I've called the Apria billing department on three different occasions and no one ever picked up (I was on hold for 45 min one time, 30 min another and 15 another). I have also tried calling the Salem office directley and could never get through. I emailed **** ***** (the Senior Resiratory Therapist that set me up with the machine) on Aug 10 and got a reply from him on the same day saying he would forward my email to the Branch Manager *** ******** to assist me, but I never heard from him. I emailed again on Aug 18 and 20 and finally got a call back from ********* in late Aug/early Sept. She was able to explain the monthly charges and the charges for extra supplies, but said she would have to check on the other charges (the July charges above) - I have never heard back from her. I emailed **** ***** again on Sept 29 to ask about the unknown charges and still have not heard back. It was my understanding from speaking with him when I initially got the machine, and again in that one conversation with *********, that I would make the initial payment ($227.98), then be charged the monthly fee ($13.33) for one year, but I have been charged an additional $444.77 that I have no idea what it is for.

Desired Settlement: I need to be contacted by Apria to get an explanation of the charges they are making to my credit card. I was never told the initial total purchase price for the machine, so I don't know if these are overcharges or not. I also need to be refunded this money if it is actually an overcharge. Or if it is an overcharge, then apply it to the remaining monthly payments that I owe, so that I can be done paying for the machine.

Business Response:

RESPONSE:

We have reviewed patient account and confirmed that she received her CPAP machine and supplies on May 13th, 2015. We submitted claims to Health-Net for payment but they were denied in error for no authorization. We submitted claims back to them for reprocessing and they were then denied as being applied to patient deductible amount $227.98.  Claims for dates of service July 13th, 2015 for the CPAP humidifier and August 14th, 2015 for CPAP supplies received were also denied as being applied to the deductible.  Leaving patient responsible for the charges of $24.33, $136.09 and $124.33. The amount of $160.02 charged to patient credit card was for dates of service May 13th, 2015, June 13th, 2015 and July 21st, 2015 for the monthly rental of the CPAP unit. The equipment has billed six months rental and will convert to purchase and will be patient owned once it reaches the 12th rental episode. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 understand their explanation of the extra charges that have been made to my credit card. It would be helpful though in the future if their statements would better explain these charges. It would also be helpful if there is a phone number I can get to be able to actually talk to a person - my insurance might be changing after the first of the year, and I will need to be able to contact someone to get them the information.

Regards,

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

11/5/2015 Problems with Product/Service
11/2/2015 Billing/Collection Issues
10/30/2015 Billing/Collection Issues | Complaint Details Unavailable
10/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They lied about a brand of concentrator they said they carried. they told me that they carried the ******** concentrator so I spent 2 months time & money to transfer my wife's medical records to them & after that they tell me that they don't have ******** concentrators.

Desired Settlement: Get my wife a ******** concentrator.

Business Response:

Re: Apria Healthcare LLC: ********** ** ****
BBB Complaint ID#: *******

Dear *** ******:

This letter is in response to the complaint referenced above submitted by ******* *****
to the Better Business Bureau. We apologize for any miscommunication on our part that may
have resulted in this complaint. Below is a brief description of the complaint matter and our
response.

Item # 1: The patient spouse was notified that we could provide a brand specific item, however
that information was in error as we do not carry the brand requested.

RESPONSE
I have spoken to *** ***** and reviewed the concern. We have discussed that the
customer is receiving services from another provider at this time. We are performing
continued education to ensure the agents are well versed on the brands/products we are
able to provide.

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

10/29/2015 Problems with Product/Service
10/29/2015 Problems with Product/Service
10/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When my insurance changed, I contacted Apria immediately with my updated insurance information. At that time, I specifically asked if my oxygen was covered under my new insurance. I was assured Apria was in network and it was covered. Approximately six months later I get a bill in the mail (first bill). I immediately contacted Apria and went through several employees before speaking to a gentleman by the name of *****. He assured me this matter was handled and I would not receive another bill. Two months later I have received another bill. I attempted to reach back out to "*****" only to be told he no longer works there and I am responsible not only for the bill in my hand but all bills for several months that I have not even received yet. We are 8 months into when the equipment was dropped off. Apria lied to me on two separate occasions, the first telling me they were in network with **** ********* and the second being that the bill was corrected based on the incorrect information (see lie #1) and I would receive no further bills. Lie #2, another bill arrived. Problem: was just informed that I am responsible not only for the bill in my hand but all the other months that are in pending status, 8 months later! The employees (other than *****, who I was told no longer is employed there) do not appear willing to share or assist in resolving this issue. I was specifically told by ******* (****) that there was no one higher than him that could assist me in resolving the issues.

Desired Settlement: I want the resolution that was already reached to be honored by Apria Healthcare. This should include all the "hidden" bills that I am not even aware of. The agreement was that Apria would write off all uncovered portions of the bill. I personally would not be responsible for the debt due to being told that it was covered and Apria was an "in-network" provider. This was Apria's error, not mine. I would have cancelled all service during the initial phone call when they misrepresented that they were "in-network."

Business Response: Item # 1: 
Patient stated she asked Apria Healthcare if her oxygen was covered under her new insurance and was assured it was covered but six months later she has received a bill indicating she is responsible for the charges.

RESPONSE:
We have reviewed patient account and confirmed that the open balance of $227.90 was removed from patient responsibility and has been sent to our insurance department in order for claims to be submitted to **** ****** Plan for payment. At this time patient would need to allow time for claims to be reprocessed for payment status. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

10/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria has double billed me for two months in a row. I am put on hold for over 30 minutes every time I call. I last spoke to a representative from Apria over 2 weeks ago and that conversation took over 1.5 hours. I thought we had resolved the issue, but this month, I've been charged over $50, and now I'm being charged another $221 for I don't know what.

Desired Settlement: I want Apria to refund me their double charges, and to refund me the $221.

Business Response:

Tell us why here...Item # 1: 
Patient stated that Apria Healthcare has double billed him for two months and is requesting a refund for those charges and for $221.00 that was also deducted from his account.

RESPONSE:

We have reviewed patient account and confirmed that he received CPAP supplies on September 23, 2015 and at this time his account is setup as recurring to cover any charges not covered by the insurance. We submitted claims to ** ** ** for the supplies he received on September 23, 2015 and for the monthly rental of his CPAP unit for September and claims were denied as being applied to his deductible. These are the following charges that reflect on his account:

DATE OF SERVICE AMOUNTS CHARGED ITEM DESCRIPTION
9/12/15 $55.00 CPAP RENTAL
9/19/15 $5.00 CPAP RENTAL
9/24/15 $63.71 CPAP RENTAL/SUPPLIES
10/15/15 $221.83 CPAP SUPPLIES
10/17/15 $38.50 CPAP RENTAL

We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing and our management team is aware of excessive hold times and are implementing changes to improve the customer service that is provided to you.

10/28/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have a prescription for oxygen. My oxygen concentrator has failed. I call the local and 1800 numbers and can't get service to repair the device. They never answer the phone! I have tried for 2 weeks and get placed on hold. Be advised the branch that services me is in ********** ** I have called to request repair. I am without oxygen!

Desired Settlement: Have a corporate review of the their services of their ********** ** branch. Remove all equipment and terminate service.

Business Response:

Re: Apria Healthcare LLC.: ********** **

BBB Complaint ID#:

 

Dear *** *********:

 

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

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

 

Item # 1: No answer on the 1 800 numbers and unable to get service to repair concentrator.

 

RESPONSE: We continue to make strides in improving our hold times by hiring more agents, and, as such, we are lowering those, “on-hold,” times. We understand that, “on- hold,” times can be frustrating. However, once you completed the call with us, the concentrator was exchanged the same day we completed your call. The order for the exchange of the concentrator was completed at 6:33 pm 06/01/2015.

 

Thank you for your patience and understanding.

 

 

Sincerely,

 

**** *****

Branch Manager

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

10/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Repeatedly sent letters, calls, threatened collections stating they do not have necessary information to bill ********. When I call and insist they look for it they find it somewhere but for some reason that never gets communicated. I am so frustrated by the harassing calls, etc and my inability to fix this despite MULTIPLE calls I am canceling oxygen. This is worse for my health than not having it. I mean I get something several times a week.

Desired Settlement: Have all documentation previously received including doctor's visit and nocturnal oxygen study in proper place so I am no longer told they do not have it.

Business Response:

Re: Apria Healthcare Inc.: **** ******* ******* ******
BBB Complaint ID#: ********

Dear *** ******:

This letter is in response to the complaint referenced above submitted by *** ***** ***** to the
Better Business Bureau. We apologize for any miscommunication on our part that may have
resulted in this complaint. Below is a brief description of the complaint matter and our response.

Item # 1:
*** ***** stated that documentation has been provided to Apria Healthcare to bill ******** but
she continue to receive letters and calls stating we do not have the information.

RESPONSE:
We have reviewed *** ***** account and confirmed that we have the face to face
clinical notes and testing on file from the doctor required to bill ********. We have
submitted claims to ******** for payment and currently pending payment from them and
there is no patient responsibility at this time. The phone calls and letters to *** ***** will
discontinue now that we have the correct information on file. 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,

***** *****

10/27/2015 Problems with Product/Service
10/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They will not stop collection calls on someone else's account

Desired Settlement: Stop calling

Business Response:

We have reviewed Ms. ******* account and confirmed that we have requested that her phone number is removed from all of our dialer systems. Ms. ******* account reflects a zero balance and also has no collection balance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
********* ****
 
Billing Center Quality Specialist

Consumer Response: I filed a complaint with you about a week ago (Complaint ID ********), which is now flagged as resolved because they promised to stop calling me. I got another call this morning.

Desired Outcome:
Stop calling me

1. Product/Service Purchased: Never did business with them  
2. Model Number:  
3. Contract, Account, or Policy #:  
4. Order #:  
5. Purchase Date: 9/2/2015 
Dates you complained to the company/organization

7. First Date: 9/25/2015 
8. Second Date: 10/5/2015 
9. Third Date: 10/19/2015


Business Response: Item # 1: 
Patient stated her account has been marked as resolved but she received another phone call from Apria Healthcare.

RESPONSE:
We have reviewed patient's account and confirmed that her telephone number has been removed from our automated dialer system in order to discontinue the calls to her. I have sent another request to our automated dialer system team requesting they review this to confirm if additional steps should be taken to ensure this issue is resolved. We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.

10/26/2015 Delivery Issues | Complaint Details Unavailable
10/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria picked up my C-Pap machine on 9-2-15. They cut an invoice conveniently on a Saturday, 8-29-15 for the Sept. rental. I called them. They said Apria does not pro rate and since the invoice cut, I would have to pay for the entire month of Sept. I asked for a credit because it's the right thing to do. I told them I am sure they rented it to someone else. They repeated that Apria does not pro rate and refused me a credit. I asked to speak to a Supervisor. She said they are going to tell you the same thing. I asked her again to let me speak to a Supervisor. The Supervisor spoke the same way and would not budge. I said I would call my credit card company and dispute the charge. She said we have already been paid by the credit card company.

Desired Settlement: I want to be credited the $51.13 charge, or at least pro rate it for only 2 days.

Business Response: RESPONSE:
We have reviewed ********* account and confirmed that we submitted claims to the insurance for the rental of her respiratory assistance device for date of service August 29th, 2015. After the insurance payment she was responsible for a co-pay of $51.13 that was billed to her credit card. *** ****** dr. office contacted our office and stated patient is requesting the respiratory assistance device be picked up and that process was completed on September 2, 2015. *** ****** is responsible for the amount charged to her credit card as Apria bills for the rental the day she received the equipment and therefore does not prorate because we bill monthly. We do apologize for the inconvenience this has caused as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,

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


10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Billing/Collection Issues
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/22/2015 Problems with Product/Service
10/22/2015 Billing/Collection Issues
10/19/2015 Problems with Product/Service
10/19/2015 Problems with Product/Service
10/16/2015 Problems with Product/Service
10/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rent a CPAP device from Apria Healthcare. At the time of rental (October of 2014), the company told me explicitly that they have got the pre-approval from my insurance company and I only need to pay a small co-pay (approximately $100 per month) to rent the equipment. After six months of usage (April of 2015), I decided to return the equipment, while I cannot find the store anymore. It turns out the store where i rented this equipment was out of business. Anyway, I called the company and explained that I would like to return the equipment. They told me that they will send someone to my home to pick it up. However, the company staff never showed up for picking up. I called again and they told me that they will come in about a week. Unfortunately, no one showed up either this time. Finally I decided to return the equipment by driving to their local center (They gave the address after multiple calls), which occurred in this June. When I returned the equipment, they told me that they didn't receive the payment from the insurance company since January of 2015 and therefore they billed me another $1200 (a total of over $1500) for rental of a piece of equipment, which is only $2000 on the market. Now, they threatened me over the phone that they will send the bill to collection service. I asked them why I was not notified in any way there was an issue with the insurance company. They never gave me an answer. If I was told in this January, I will certainly either fix the problem with my insurance company or terminate the rental by returning the equipment. Apria Healthcare intentionally hided the important information regarding insurance claim and failed to notify me immediately. Therefore, I don't think I should be responsible for this unreasonable charge.

Desired Settlement: I request the Apria Healthcare to adjust their billing by discarding all the rental charges between January 2015 and June 2015.

Business Response:

Item # 1: 
Mr. **** stated that he rented a CPAP unit from Apria Healthcare and was informed that it was pre-approved by the insurance company but was informed that payment was not received from the insurance and that he is responsible for the balance.
 
 
RESPONSE:
We have reviewed Mr. **** account and confirmed that he received a respiratory assistance device and supplies from Apria Healthcare on October 13th, 2014. On September 29th, 2014 the request for authorization process was started but not completed because we needed clinical information; therefore the authorization was denied because we did not have that information on file. On October 6th, 2014 the clinical information was faxed to Highmark to complete the authorization process. On January 27, 2015 and February 3rd, 2015 we mailed an SD card request to Mr. **** and also called on February 3rd, 2015 to request the SD information and was unable to obtain the download information from him. On July 30th, 2015 a retro authorization was mailed to Highmark and it was explained to Mr. **** that if claims are denied he could be responsible for the balance. On August 25th, 2015 after the appeal claims were still denied for no authorization. The respiratory assistance device was returned on July 14th, 2015 and at this time Mr. **** account reflects an open balance of $1,186.93 for dates of service January 13th, 2015-June 13th, 2015 because of the authorization being denied. 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.

As the response from Apria Healthcare stated, they only attempted contacted me regarding the SD card in January and February 2015. No one told me that my insurance claim will be declined and I am responsible for the bill. In fact, I never received an bill until this July, which is approximately $261.62. Now, they suddenly informed me that all my insurance claims got rejected and I was responsible for a bill of $1186.93. Based on the response, Apria Healthcare clearly knew that those claims were [or will be] declined, while they failed to inform me immediately. Instead, they held this critical information intentionally to keep me renting their equipment because I clearly told them that I won't rent this equipment if my insurance won't pay for it. Therefore, I don't think I should be responsible for the $1186.93 charge [at least not for charges after Feb. 2015].      

Regards,

**** ****



Business Response:

We have reviewed Mr. **** account and confirmed that we mailed a letter to him requesting the SD card information and also tried to contact him on January 27th, 2015, February 3rd. 2015, February 18th, 2015 and also on May 14th, 2015 and June 22nd, 2015 informing him we needed the information in order for claims to processed and covered through his insurance Highmark. We did submit a retro authorization via mail to ******** on July 30th, 2015 and Mr. **** was informed at that time by one of our representatives that if claims were denied by his insurance that he would be responsible for the charges. After the retro authorization request to the insurance claims were still denied leaving patient responsible for charges for dates of service January 13th, 2015-June 13th, 2015 the amount due at this time is $1,186.93. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
 
Sincerely, 
 
 
********* ****
Billing Center Quality Specialist
 
 

10/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I WANT THIS COMPANY TO FILE MY INSURANCE FOR A BILL THAT I RECEIVED IN APRIL. PER THEIR OWN ADMISSION THE INSURANCE INFO WAS UPDATED IN JUNE. JULY AUG AND SEPT I HAVE NOW RECEIVED A BILL FROM THEM, AND THEY NEVER HAVE PROCESSED THROUGH INSURANCE. MY HUSBAND IS DOUBLE INSURED, HAS BEEN FOR 20 YEARS. HE HAS CARRIED MINE AS SECONDARY FOR 15 YEARS, WITHOUT CHANGE. IN JANUARY HIS INSURANCE CHANGED TO COVENTRY. THEY TOLD ME TODAY THAT I SHOULD HAVE CALLED THEM IN JANUARY AND UPDATED RECORDS. I WAS LIKE "I DIDN'T KNOW YOU WERE GOING TO SHIP ME SUPPLIES IN MARCH. . ." THAT MAKES NO SENSE. IN APRIL I CALLED TO UPDATE INFO, MAY I CALLED - THEN IN JUNE I GUESS THEY FINALLY MADE THE CHANGE STICK. THEY SHOULD HAVE ALWAYS HAD SECONDARY ON FILE - AS THEY HASN'T EVER CHANGED. TODAY THEY TOLD ME THAT I WAS OUT OF LUCK BECAUSE NOW IT WAS OUTSIDE OF TIME PERIOD FOR INSURANCE TO ACCEPT!!!!! WHAT THE ****.......

Desired Settlement: I WANT THIS COMPANY TO FILE MY INSURANCE FOR A BILL THAT I RECEIVED IN APRIL. PER THEIR OWN ADMISSION THE INSURANCE INFO WAS UPDATED IN JUNE. JULY AUG AND SEPT I HAVE NOW RECEIVED A BILL FROM THEM, AND THEY NEVER HAVE PROCESSED THROUGH INSURANCE. MY HUSBAND IS DOUBLE INSURED, HAS BEEN FOR 20 YEARS. HE HAS CARRIED MINE AS SECONDARY FOR 15 YEARS, WITHOUT CHANGE. IN JANUARY HIS INSURANCE CHANGED TO COVENTRY. THEY TOLD ME TODAY THAT I SHOULD HAVE CALLED THEM IN JANUARY AND UPDATED RECORDS. I WAS LIKE "I DIDN'T KNOW YOU WERE GOING TO SHIP ME SUPPLIES IN MARCH. . ." THAT MAKES NO SENSE. IN APRIL I CALLED TO UPDATE INFO, MAY I CALLED - THEN IN JUNE I GUESS THEY FINALLY MADE THE CHANGE STICK. THEY SHOULD HAVE ALWAYS HAD SECONDARY ON FILE - AS THEY HASN'T EVER CHANGED. TODAY THEY TOLD ME THAT I WAS OUT OF LUCK BECAUSE NOW IT WAS OUTSIDE OF TIME PERIOD FOR INSURANCE TO ACCEPT!!!!! WHAT THE ****.......

Business Response:

Item # 1: 
Mr. ****** is requesting that Apria Healthcare file the claim he is being billed for to his insurance company for payment.
 
RESPONSE:
We have reviewed Mr. ****** account and confirmed that he signed up for the Opt-In Program to automatically receive supplies every three months on September 11th, 2014. Mr. ****** received CPAP supplies on March 11th, 2015 and at that time his insurance CCX was verified to submit payment for the claim and it was confirmed that the coverage termed on January 31, 2015. We attempted to contact Mr. ****** on May 13th, 2015 to obtain the updated insurance information and he called back in on June 19th, 2015 and provided the information. Mr. ****** did not notify us of the insurance change in the timely manner and the payor does not issue a retro authorization in order to cover the claim; therefore the invoice is now billed under self-pay and the account reflects an open balance of $197.66 at this time. Mr. ****** is no longer enrolled in the Opt- In Program as requested. 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.

Troy did not opt in for auto ship, they are slamming products to customers unwanted. We also did not receive a call from Apria.  I phoned them upon receipt of bill which was in June. They told me that they received insurance denial (wrong insurance) at the end of April.  I am assuming that is why I did not receive a bill until June.  June 19 is when I called them to find out why I was being billed directly as self pay.

If they were suppose to preauthorize why didnt they know the insurance info on file was not accurate?  If not authorized why did they ship?  I am confused. 

Regards,

**** ******



Business Response:

RESPONSE:
We have reviewed Mr. ****** account and confirmed that we have a signed Opt-In Program Enrollment form on file signed by him as authorization to automatically ship supplies every three months and have sent a copy to the address on file for his review.  After claims were denied for CPAP supplies received on March 11th, 2015 as CCX insurance being termed as of January 31, 2015 our office attempted to contact Mr. ****** on May 13th, 2015 to obtain the information. We received a call from Mr. ****** spouse on June 19th, 2015 and obtained the correct insurance information and because we did not receive the updated information in time to request authorization the plan does not retro. The supplies were shipped under the insurance terms with CCX and if the updated insurance information was on file the requirements would have been different before shipping them out. At this time Mr. ****** account reflects an open balance of $197.66 that he is responsible for due to the account being billed under self -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

10/14/2015 Problems with Product/Service
10/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: As I understood the contract with Apria Healthcare, I was renting a CPAP unit for 6 months and then purchasing it and was not going to be charged any more. I am still getting bills saying that I owe them a monthly fee despite already purchasing the device. I have tried calling a number of times and the hold time has been over an hour each time. I am not seeing any e-mail address to speak to anyone in their billing department.

Desired Settlement: I would like to either have my recurring charges stopped or I would like them to take the device back.

Business Response:

Item # 1: 
Mr. ****** stated that he was informed by Apria Healthcare that his CPAP unit would rent for 6 months and then he would own the equipment but he is still receiving billing statements.
 
RESPONSE:
We have reviewed Mr. ****** account and confirmed that he received his CPAP unit and supplies on February 27, 2015. We submitted claims to CCX for rental of the CPAP unit for dates of service February 27, 2015- June 27, 2015 and claims were paid at 100%. On June 27, 2015 claims were billed under self-pay as patient was non-complaint with the usage of the machine. At this time Mr. ****** has an open balance of $214.84 for dates of service July 27, 2015- August 27, 2015 in which he was billed $107.42 per month for the rental of the CPAP unit. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 

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 not informed of the additional cost past June.  This is why I have not paid from that point until now.  I would like to return the device as stated in the initial complaint.  No new information has been provided.

Regards,

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



Business Response:

Item # 1: 
Mr. ****** stated that Apria Healthcare never informed him of the additional cost past June and would like to return the CPAP device.
 
 
RESPONSE:
We have reviewed Mr. ****** account and confirmed that at the initial time of setup of the CPAP unit on February 27th, 2015 an authorization was requested from CCX to cover the first three months of rental. During the first three months of therapy the Sleep Management Team at CCX will monitor and pull compliance information to meet the requirements from Cigna. At the time the CCX team reviewed the compliance data Mr. ****** was non-compliance with the usage and did not meet the requirements and then was removed from the compliance program with CCX. The information was provided to us from CCX and Mr. ****** equipment is billing under self-pay and no longer follows the program guidelines of renting for six months then converting to sale. The agreement is between Apria and CCX and because Mr. ****** was deemed non-compliant we can no longer bill the insurance for the CPAP as they will not cover the equipment. The CPAP will continue to rent until it reaches the self-pay purchase price of $1,124.61. Mr. ****** advised us of the issues with his mask and we sent him three different masks one on initial setup February 27th, 2015 and on March 31th, 2015 and May 27th, 2015 and he was still non-compliant with the amount of usage required for the program. Mr. ****** can contact our Customer Service department to return his equipment and discontinue the billing. At this time his account reflects an open balance of $322.26. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
Sincerely,
 
********* ****

Billing Center Quality Specialist

10/14/2015 Problems with Product/Service
10/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to settle the bill regarding rent to own medical equipment for months. The company has been paid in full for the equipment but is now sending us to collections for further rental. My insurance company has confirmed that the payment has been made in full. The medical supply company will not acknowledge payment has been made.

Desired Settlement: The company to stop calling me for money they have already been paid.

Business Response:

We have reviewed Ms. ******* account and have requested a refund be processed in the amount of $164.04 and she will receive it within two weeks. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 off, the response was in reference to a Ms *******. This person is in no way associated with me nor is the amount that was outlined in the response even close.

Secondly, I called Apria regarding this matter, again. This time it was a 3-way call with Care Centrix, Apria and myself. The Apria representative lied and told us that the pulsox would never be purchased. She then hung up on us. The representative from Care Centrix apologized to me because he was also astonished with the way the representative from Apria behaved on the phone.

Regards,

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



Business Response:

Item # 1: 
Ms. ******** daughter stated that an Apria Healthcare representative informed her that the oximeter pulse she has would never be purchased and that it was incorrect information.
 
RESPONSE:
We have reviewed Ms. ******** daughter account and confirmed she received the oximeter pulse from Apria Healthcare on May 22, 2013 and at that time she had Regence as her primary insurance. Ms. ******** became effective with Cigna as primary insurance on November 1st, 2013. The equipment would have started rental episodes over under her new plan Cigna and would have rented up to fourteen months and per their agreement the equipment would then bill under maintenance and service and would only bill every six months and would not be a purchase item if the Cigna insurance plan was still active. Ms. ******** Cigna insurance termed on December 31, 2014 and her updated insurance information was not provided and account began billing under self-pay. At this time the account reflects an open balance of $1,354.01 for dates of service January 23, 2015- August 23, 2015 for the rental of the oximeter pulse which was billed under self-pay. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing

Consumer Response: Better Business Bureau:

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

This still doesn't answer my questions.

#1. The Apria representative informed me that it was not possible to purchase the oximeter. Is this the case and if so why was this not disclosed when it was first given to us over two years ago?

#2. As I have stated many times and in numerous phone calls, Cigna bought out the rest of the rental in December of 2014 because my daughter will continue to require oxygen for some time. Cigna sent payment for the remainder of the rental at that time. How do we still owe any money for rental? 

Regards,

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



Business Response:

After further review of Ms. ******** daughter account we have converted her oximeter pulse to a purchase as of October 7th, 2015 and the equipment will no longer bill as a monthly rental as she now owns the equipment. At this time the account reflects a zero balance and she is no longer responsible for any charges. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely, 
 
 
********* ****
Billing Center Quality Specialist

10/14/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Doctor ******* has sent a prescription and order to Apria Healthcare and they refuse to deliver or provide any kind of meaningful service. They will to provide a ship date, an order number or any reference. They admitt they have the order and that they have my insurance information and all is in order but they will not ship. I am suffering and in need. I am not well. I need this health care apparatus. I was expecting it to be shipped the next day express service. I have had to go out onto the internet and purchase with my own money equipment so that I can avoid a lengthy hospital stay utill these people figure out what they are doing. Years ago I simply walked into their office the next day and picked up my equipment. Now they have no office apparently and have to drop ship from some company named ********. My insurance pays for 100% of the costs. There should be no problem but I have called repeatedly and spoken to a supervisor named ******* who could only promise that someone would call me in "several days".

Desired Settlement: Deliver the merchandise. This is a monopoly business with an exclusive contract with United Healthcare. They should not be in business were it not for their monopoly. Free-market healthcare would be much better. Call them and find out why they feel they are entitled to abuse the elderly. ###-###-#### I have written a complaint to ****** ** ****** the CEO in **** ****** **

Business Response: RESPONSE: Area Customer Service Manager spoke at great length with the branch manager of the branch provi***g service to Mr. **** and reviewed his account. Mr. **** was set up by Respiratory Therapist at his local branch on 8-19-2015. The Respiratory therapist that set him up on his equipment placed a follow up call and he seemed to be very pleased with his new equipment.

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 told them the device did not come with filters and they should have someone call me with an order for a pack of 10 filters.  No response.  It is a matter of timeliness. They took for ever to get my device to me in the first place while I was suffering.  They should provide a pack of ten of these filters for free for my trouble at the very least.
Regards,

****** ****



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: 

RESPONSE

Mr. **** has been taken care of and has the machine and mask that he expected to receive via mail.  The Respiratory Therapist that set him up on his equipment placed a follow up call and he seemed to be very pleased with his new equipment.  He has received follow up calls from the staff as well as requested filters for future use.  There have been no further issues with this patient to our knowledge.

 

 

Sincerely,

 

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

 

10/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In April 2015 I received a letter from a collection agency stating I had a past due account with Apria for an outstanding balance of $186.78 for date of service 4/17/13. When first notified by Apria of this balance in Nov 2013, I called Apria to find out what the bill was for & why I was just receiving it. Per Apria it was for daughter’s oxygen rental for 4/17/13-5/16/13. I informed them to bill my insurance ***** or my daughter’s secondary insurance ********. They told me ******** wouldn't pay without a denial from the primary insurance *****. On 12/10/13 I called Apria to make sure they were billing ***** & was told *****’s 3rd Party *********** was paying bills & that there was a timely filing period that had passed & as such they could not send claim. I told them that I was just informed of this o/s balance in the last week. They told me that they didn't know I changed primary insurance in Jan 2013 to ***** until Sep 2013, but I have notes that I called Apria in Nov 2012 telling them I was changing & asking if they accepted such insurance. I then spoke to *********** & they informed me to contact Apria & speak to a Supervisor & have them submit the bill to *********** or *****. On 12/10/13 I called Apria & requested they submit the bill to *********** or ***** for payment. They informed me they could not do so because it was out of the filing period. I requested they submit it & then if it is denied we could go from there. They were unclear if they would submit the claim. I spoke to ***** again & they informed me to write a Certified Letter to Apria informing them that all claims from 1/1/13 to current be submitted to them for review & that as of to date they did not have any record of claims from Apria. On 12/11/13 I sent a Certified Letter to Apria, which was received by them on 12/16/13. On 1/10/14 I spoke to ***** & *********** and they still had not received claim. On 1/16/14 ***** from *********** called Apria to rerequest for “Authorization to ****.”

Desired Settlement: On 1/16/14 I spoke to ********** Apria Billing Specialist, she informed me there was a “glitch” in billing & that the claim was being taken care of & that I could disregard at this time. I didn't hear anything about this claim again until April 2015 from a collection agency. I sent a certified letter to the collection agency on 4/29/15 & on 7/23/15 they informed me the claim was returned to Apria on 7/4/15. I called Apria on 7/31/15 & was informed they would not write off balance because I did not notify them of Primary Insurance change back in Jan 2013. I told them I called in Nov 2012 to notify & verify they accepted *****. They told me they had no record. I told them to listen to call archives-they told me they can't go back that far. A supervisor was unavailable. My desire is Apria write off this balance of $186.78 as I believe I did everything expected of me. I informed them of our insurance change & requested on numerous occasions they send ***** the claims as ***** desired.

Business Response:

Item # 1: 

Ms. ********* stated she would like the charge to patient for $186.78 to be written off because she provided Apria Healthcare with her insurance ***** in a timely manner.

 

RESPONSE:

We have reviewed Ms. ********* daughter account and confirmed that on April 17, 2013 we submitted claims to ** ** ** for the monthly rental of her oxygen 02 concentrator. Ms. ********* ** ** ** insurance termed on January 1st, 2013 and was billed in error for that date of service because we did not receive the updated insurance information from Ms. ********* until September 16th, 2013. We were unable to bill her new primary insurance ***** for date of service April 17, 2013 because it was past CCX 45 day timely filing limit which is why the balance of $186.78 is now patient responsibility. The balance automatically rolled over to collections on January 18, 2014 after being outstanding for over six months. 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.

As mentioned in the original complaint, I informed the company Apria of the insurance change in November 2012. They apparently do not have that on record, but refuse or are unable to go back and listen to the archived phone records of the conversation I had with Apria representatives informing them of such change being made. So this matter has become a "she said/they said." Again, if I had been informed they failed to update the change in their system and consequently, were still billing my previous insurance Blue Shield, in a timely matter (not seven months later) this would not have become an issue.

Regards,

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



Business Response:

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

Re: Apria Healthcare Inc.: ***** STOCKTON, CA-**** ******
BBB Complaint ID#: ********

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 informed Apria Healthcare of her insurance change in November 2012
and we failed to update the information in our system resulting in her daughter receiving a bill for
$186.78.

RESPONSE:
We have reviewed Ms. ********* daughter account and confirmed we have no record or
accessible call available on file that reflect that she provided her new insurance
information Cigna in November 2012. We billed Ms. ********* BS OF CA insurance
plan incorrectly for date of service April 171h, 2013 because we did not obtain her
updated insurance information until September 16th, 2013. We were unable to submit
claims to her new insurance Cigna for date of service April 17th, 2013 because the claim
was past CCX 45 day timely filing limit. At this time Ms. ********* is responsible for the
open balance of $186.78 that is now in collections after being outstanding for more than
six months. We do apologize for the miscommunication as our goal is to ensure customer
satisfaction as well as accurate billing.

Sincerely,

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

10/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a customer with Aprial Healthcare for less than six months and it was five months too long. I signed up in ********** *****, I was visiting and was told there was a local office in ****** where I lived. There was at one time, but before I signed up it had closed. So problem number one, a big lie. When I signed up I was given an Apria handout saying my usage of the equipment was available on line. After going to the web-site and giving my information it turned out that they did not make that information available to customers on line. So problem number two, a big lie. To further qualify to keep the equipment ******** required that I use it so many hours a night and be checked out by doctor. This process took approximately two months, Problem number three, in the meantime I was told by Apria Healthcare no supplies until I qualified other than what I initially started with. My paperwork transfer from ********** to ****** was messed up by Apria, some of it got lost or some of it wasn’t sent, your guess is as good as mine. Apparently each ***** has a central office and they don’t communicate very well. Problem four, I was told I needed to get the information from my ********** doctors myself, in the meantime no supplies. I gave my secondary insurance company information while I was in ********** because of problem number four the ****** Apria never received that information and they also requested my credit card number. I gave both to them. However they had a real hard time with the Insurance information calling back several times to verify, very annoying, Problem number five. More than two months after getting started with Apria Healthcare I did received supplies for the equipment. That was the last time, Problem number six. Later that month Apria Healthcare billed me for two months, apparently because of the late billing before my insurance company had a chance to pay, Apria charged my credit card which it had no right to do. My insurance company did pay within a short time of receiving the bill. Eventually I did receive a refund check although I requested a charge reversal to my credit card. Problem number seven. At this time I was totally fed up with Apria Healthcare and talking to them resulted in no relief and no supplies. I went to my doctor and explained the problems and was given an Doctors order to a different company to supply my medical equipment & supplies. After I picked up the new medical equipment I notified Apria to come get their machine, this was in early January 2014. They didn’t pick it up until March, 2014 and only after I threatened to charge them rent for taking up space in my home. Problem number eight. In the meantime Apria Healthcare billed me for 5 months rent including two months I didn’t have the machine. This again resulted in another erroneous charge to my credit card. This time Apria Healthcare did not refund the money or reverse the credit card charges. They eventually stopped talking to me and I had to resort to closing my credit card company for fear of more charges and they were not giving me information either. Apria Healthcare was fully paid by my insurance for all 5 months. Problem number nine.

Desired Settlement: The credit card company needs to be told by Apria Healthcare this was Apria Healthcare’s fault. I may need to get credit from them again someday. In addition I would like an apology signed by a high ranking officer of the company for all the problems they put me through.

Business Response:

Item # 1: 

Mr. ****** is requesting that Apria Healthcare inform his credit card company that it was their actions that resulted in him having to end service with them and is requesting an apology for all the issues encountered in regards to his account.

 

RESPONSE:

We have reviewed Mr. ****** account and confirmed that he received a CPAP unit on September 17, 2013. On September 25, 2013 Mr. ****** was contacted by one of our customer service representatives requesting secondary insurance information, clinical notes and his sleep study because the information was not on file. We obtained the information from the doctor on October 10, 2013 and contacted Mr. ****** to inform him that the supplies were in the process of being shipped. We obtained credit card information to secure payment for the order in the event the claims were not covered by the insurance. We received a fax from Lincare on January 14, 2014 requesting to transition Mr. ****** over to them but they had to obtain additional documents from us in order to complete the process. We processed the pickup of our equipment on March 11, 2014; therefore because of the delay claims for January 2014 were adjusted off and refunded to the insurance and claims for February 2014 and March 2014 monthly rental of the CPAP unit were not paid by ******** so no refund was processed. Mr. ****** credit card was not charged for any of those invoices. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

Consumer Response: Better Business Bureau:

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

Most of Apria's response has some vague semblance of truth in it, but not quite the truth.  I received the CPAP unit 8/1/13, not 9/17/13.   At that time I did give them all the required information, they either lost it or didn't process it correctly.   So it was over two months I was without supplies.  In addition the response makes no mention of my other points with regard to bad customer service.

Next point I sent Apria notification of discontinuance of service 1/6/14, and reminders after that.  They billed me, ********, my supplemental insurance company and my credit card for three months service ending in February, 2014 by way of reply.   After many complaints by me to ******** an adjustment was made by ******** to collect and adjust Apria's account.  However, my supplemental insurance company has never been paid back, approxiamately $150, when queried I was told there was no procedure to recover that amount.  I am asking the Apria to prove that they repaid the amount to my supplemental insurance company.  

My credit card was charged twice by Apria, once in October of 2013 and again February, 2014.   Neither one was justified.    All Apria billings were late, but paid within a reasonable amount of time by ******** and my supplemental insurance company after receipt of the invoices.   As a result I had to close my credit card account as I was wary of being charged again by Apria.   I would like Apria to send a letter to the credit card company with a copy to me explaining they were at fault for incorrectly charging my account both times.  I doubt if I will be able to use that credit card company again unless the letter is written and sent.

BBB Thank You for taking my complaint.   Let me know if the documentation is not sufficient.


Regards,

**** ******



Business Response:

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

Re: Apria Healthcare Inc.: **** SPARKS, NV-**** BRG***
BBB Complaint 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. ****** is requesting that Apria Healthcare submit a letter to his credit card company
and copy him informing them that we charged his account incorrectly.

RESPONSE:
We have reviewed Mr. ****** account and confirmed that he received his CPAP unit on
August 1st, 2013 but the work order was not processed in our system until September 17th,
2013. Mr. ****** information he stated he provided does not reflect that it was obtained
and placed on file until September 25, 2013 and when the information was obtained from
his doctor the supplies were processed and shipped. We received notification from Lincare
on January 14th, 2014 informing us of the transition to them and they were requesting
additional information to complete the process; therefore Mr. ****** equipment was not
picked up until March 11, 2014. Mr. ****** supplement insurance was billed for January
2014 amount $78.97 and the amount paid was reversed off and refunded back to the
insurance on June 19th, 2015 and they can provide proof of payment to him.

Mr. ****** credit card was charged $15.64 on October 30, 2013 for date service October
17th, 2013 but was reversed off and refunded back to him on November 13th, 2013 because
his supplement insurance was never billed. Mr. ****** credit card was also charged $15.64
on February 24, 2014 because no payment was received from his supplement insurance.
Mr. ****** credit card has been removed from file and will no longer be charged for
services.

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

Sincerely,

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

10/12/2015 Problems with Product/Service
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10/7/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service
10/7/2015 Delivery Issues
10/6/2015 Problems with Product/Service
10/5/2015 Problems with Product/Service
10/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I use CPAP equipment provided by Apria Healthcare, and I've been a customer of theirs for nearly a year. They've never had routine, monthly billing practices (whether through the mail or electronically), even though I had requested they bill me every single month for the CPAP rental. I got set up with my equipment through the office in *****, ********, which is the town where I work. Apria Healthcare is the only supplier of durable medical equipment connected with my employee health insurance. It's not worth it. Apria's bills state clearly that they want a credit or debit card for future charges. I have no credit card, and I had to fax a request to stop the automatic debit feature of my contract. So, what they've done is attempt to access a flexible spending account (available through my employer), but I'm not taking part in that this year. At least 3, maybe 4 times Apria has tried to access a payment from an inactive account. I received an e-statement for $94.59, but I waited a few days to see if an explanation of benefits would come from my insurance company. When one didn't, I called the insurance provider and found out that Apria had never submitted a claim for the $94.59 and that the amount I owed was $61.83. So, that's the payment amount I mailed to Apria (to their payment address) and I also sent a letter to their correspondence location in *******, *********, complaining of their unethical billing/collecting practices. I also told them I'd be filing a complaint with the Better Business Bureau.

Desired Settlement: Apria needs to be called to task for their shady billing and collecting practices. Trying to contact Apria or get questions answered regarding billing or supplies is a joke. I called the same number 2 or 3 times, got someone with an American "name" in a foreign country, and before my request could even be fully explained, the line would go dead, followed by a fast busy signal. Even calling the number in *****, ********, results in a run-around.

Business Response:

Item # 1: 
Ms. ***** stated that she received CPAP equipment from Apria Healthcare and did not receive her billing statements every month.
 
RESPONSE:
We have reviewed Ms. ***** account and confirmed that billing statements were generated and sent out on a monthly basis to the address we have on file. Apria requires a credit card to be place on file to secure the equipment and to cover any charges that are not covered by the insurance and in order to discontinue that request per our guidelines we request that a letter is sent to be placed on file. Ms. ***** received a statement for $94.59 in error as claims were not submitted to her insurance; therefore when claims were submitted to the insurance on August 7th, 2015 she was responsible for a co-pay of $61.83 for the date of service March 31st, 2015 for the purchase of the CPAP unit.  At this time there is still a balance pending payment for the insurance for that date of service for their portion of the convert the sale. Our management team is also aware with the excessive hold times and is implementing changes to improve that issue. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 
 
Sincerely,
 
********* ****   ********* ****
Billing Center Quality Specialist

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

Complaint: On May 15, 2015, Apria Healthcare (Tacoma, WA)submitted fraudulent claims to ******* **** *****: Claim # **** for $89.90 for service on 1/15/15 (delivery of replacement supplies) Claim # **** for $89.90 for service on 2/15/15 (delivery of replacement supplies) Claim # **** for $89.90 for service on 3/15/15 (delivery of replacement supplies) Claim # **** for $89.90 for service on 4/15/15 (delivery of replacement supplies) On May 18 fraudulent claim to ******* Claim # **** for $89.90 for service on 5/15/15 (delivery of replacement supplies) All of these claims are for replacement face mask and supply hose for the CPAP (Constant Positive Air Pressure)Breathing Equipment they charged ME for($600+), after previously assuring me that all of this was 100% covered by my ******* Insurance Policy, which included delivery every 6 months of a replacement face mask and air hose ($89.90). My Health insurance had already changed in March from ******* to ****** ********. In February, 2015 I had personally re-visited the Apria Office (Tacoma) to get resolved the no-questions-asked billing on my credit card of $600+ for what had been explained to me to paid by *******. They had also sent me a request for payment of $89.90 for a replacement facemask and air hose, (which I never received) since the CPAP Machine was originally received in September, 2014. They (Apria) have now sent me a bill for 6 face masks & air hoses, fraudulently claimed to be delivered on the 15 day of each month, January thru June, 2015, totaling $539.40. The clearly visible data facts on record show APRIA submitting 4 insurance claims on the same day for 4 replacement equipment that is needed only 1 after 6 months of use, and then one more on the next business day. Then they added all 6 of these denied claims together and are now billing me for product never received or delivered.

Desired Settlement: I desire APRIA to cancel this false bill against me for $539.40

Business Response:

 

RESPONSE:

We have reviewed Mr. ******** account and confirmed that he received his CPAP unit and Cpap supplies from Apria on October 15th, 2014. At that time he signed the Sales, Service and Rental Agreement authorizing his credit card to be placed on file for any charges not covered by the insurance. Claim for date of service November 19, 2014 for CPAP supplies received was billed to ******* and denied as being applied to Mr. ******** deductible and his credit card was charged $497.84. We also billed ******* insurance for dates of service January 15, 2015 through July 15, 2015 for the monthly rental of his CPAP unit and for dates of service January 15, 2015 - May 15, 2015 claims were denied as being applied to Mr. ******** deductible and claims for dates of service June 15, 2015 - July 15, 2015 were denied as no coverage.

 

At this time there is no updated insurance information on file in order to request that claims be reprocessed and the open balance for all claims is $629.30 and he also has an outstanding balance in collections in the amount of $269.70 for dates services October 15, 2014 through December 15, 2014 for the monthly rental of the CPAP unit that were also denied as being applied to his deductible. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

 

 

 

Sincerely,

 

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

 

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

Billing Center Quality Specialist

 

 

 

Consumer Response:

Better Business Bureau:

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

The company, Apria Healthcare, made this closing statement: "We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

Nothing could be FARTHER FROM THE TRUTH !

They were correct on HOW MUCH they billed me, but little more.

Of the "$497.84" initially billed to my credit card (plus additional to raise it to over $600), that's the COST of the PURCHASE of the C-PAP machine, SO HOW CAN THEY JUSTIFY  the 9 months of billing me for the "monthly RENTAL of his C-PAP unit"!!!  FRAUD!!!

The DATE of their claimed Denial of Insurance Claim "because my deductible had not been satisfied" (******* Blue Cross Shows NO SUCH THING)  was two (2)  months AFTER Emergency Heart Surgery and Implantation of a Pacemaker/Defribulator and three days in the Intensive Care Cardiac Unit, and if that didn't satisfy "the deductible", nothing could.  MORE FRAUD AND LYING !!!

I Could Go On And On, But The Situation Is Crystal Clear!

THIS IS FRAUD!!! Pure And Simple, And This MUST Be EXPOSED and the Public Alerted to this HAZZARD in the Marketplace!!!

They Will Never Be Paid a Penny.  If Justice prevails, they will be forever PUT OUT OF BUSINESS, and THOSE RESPONSIBLE HELD ACCOUNTABLE.

I Swear That MY STATEMENTS Are TRUE!

Regards,

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



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

Complaint: ******** AUTHORIZED A RENTAL OF A RESPIRATORY MACHINE FOR MY SLEEP APNEA FROM THIS COMPANY. APRIA DELIVERED THE RIGHT MACHINE WITH THE WRONG SIZE HEAD GEAR AND NASAL ATTACHMENTS. BOTH ******** AND APRIA STATE THAT A REFITTING FOR THE HEAD GEAR IS ALLOWED WITHIN THE FIRST 30 DAYS. TWO DAYS AFTER RECEIPT OF THE MACHINE, I BEGAN CALLING AND HAVE CONTINUED TWICE WEEKLY FOR FOUR ADDITIONAL WEEKS TO RESOLVE THIS PROBLEM. I HAVE BEEN TOLD ON FOUR OCCASIONS THAT THE SMALLER HEAD GEAR AND NASAL ATTACHMENTS WOULD BE SHIPPED. TWICE I HAVE BEEN TOLD THAT THE WAREHOUSE HAS THE ORDER AND THAT THE PRODUCTS WILL BE SHIPPED. TWICE I HAVE BEEN TOLD THAT MY ACCOUNT IS BEING HANDLED BY A SUPERVISOR. TODAY, AFTER A MONTH OF CALLING AND DELAYS, I WAS TOLD THAT ******** IS PENDING ( NOT TRUE ) AND THAT I WOULD NEED TO SPEAK WITH A SUPERVISOR. IF I DO NOT START USING THIS UNIT WITHIN THE ALLOCATED TIME THAT ******** APPROVES THESE DEVICES, THEN ******** WILL NOT PAY AND I WILL BE FINANCIALLY RESPONSIBLE FOR THE 13 MONTH RENTAL....... AND APRIA HAS MY CREDIT CARD ON FILE. CONTINUED DELAYS IN PROVIDING ME THE RIGHT SIZE HEAD GEAR WILL RESULT IN MY LOSING MY ******** BENEFITS. IT APPEARS THAT THIS IS THE PLAN FROM APRIA SINCE THEY CONTINUE TO STALL AND DECEIVE ME AS TO WHY THEY WILL NOT EXCHANGE THE HEAD GEAR AND NOSTRIL ATTACHEMENTS.

Desired Settlement: PROVEDE THE PROPER ATTACHMENTS AS PRESCRIBED BY MY DOCTOR AND NOTIFY ******** THAT THE DELAY WAS NOT MY FAULT, BUT THE FAULT OF THE SUPPLIER

Business Response:

Desired Settlement:

PROVEDE THE PROPER ATTACHMENTS AS PRESCRIBED BY MY DOCTOR AND

NOTIFY ******** THAT THE DELAY WAS NOT MY FAULT, BUT THE FAULT OF

THE SUPPLIER

 

RESPONSE: Mr. ****** called in 8/29/15 stating his mask was the incorrect size requesting small. 8/31/15 Mr. ****** called stating the headgear was too small. The information received was misleading. Mr. ****** was contacted on 9/02/15 advised the mask comes with 3 different size pillows to use the smallest pillow to resolve. On 9/10/15
?

Mr. ****** called back asking if his replacement order had shipped. Previous order was canceled as it was resolved on 9/02/15. But the patient stated he was expecting the small headgear. The order was placed again. Mr. ****** called on 9/15/15 to be advised his order was canceled for missing required ******** documents. Mr. ****** was incorrectly informed. The order was for a new mask fit. Mr. ****** was contacted on 9/21/15 to have the mask fit scheduled for 9/30.

 

Sincerely,

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

Customer Service Supervisor

Apria Healthcare

10/1/2015 Problems with Product/Service
10/1/2015 Problems with Product/Service
9/30/2015 Problems with Product/Service
9/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was billed by Apria for medical supplies on 5/7/15 that I never received. I called Apria in July and was told that I needed to talk to billing. I have called two different phone numbers: ###-###-#### and ###-###-#### on two separate dates on the automated system after entering the destination hangs up on you. I have also emailed customer support on their website: *********************** with also no reply back. The last call made was today 9/11/15.

Desired Settlement: I want Apria to issue a credit to my insurance company ****** ********* for the amount of the supplies charged $55 on 5/7/15 that were never received.

Business Response:

Item # 1: 
Ms. ****** stated that Apria Healthcare billed her for medical supplies on May 7th, 2015 that she never received and is requesting that her insurance ****** ********* is issued a credit for the amount charged to them.
 
RESPONSE:
We have reviewed Ms. ****** account and confirmed that she received her CPAP unit on October 7th, 2014 at that time she signed the Sales, Services & Rental Agreement as confirmation she received the equipment and that it will be a monthly rental. We billed Ms. ****** insurance plan ********* on May 7th, 2015 for the monthly rental of her CPAP unit in the amount of $55.00 and her account does not reflect that she received CPAP supplies or that we billed for those items. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.
 

9/30/2015 Delivery Issues | Complaint Details Unavailable
9/28/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been doing business with Apria for the past 10 years . During the last approximately 18 months , I have had serious problems getting my oxygen delivered on time and in the correct amounts . At times I believe some of my canisters have been underfilled , thus leaving me short of oxygen until my regular delivery . My heath demands I am on oxygen 24 hrs per day . In trying to resolve this issue with Apria , I have been subjected too uo to 1 hour waits on phone calls and when I do reach a representative they insist that I am getting the deliveries I need on time . This statement simply isn't true . In the last several months my deliveries have started being switched around on time and day , they no longer come at regular reliable intervals . I am left fretting on certain days that I will not get my oxygen at all and have been told that it would be several days before I would receive a delivery . I have recieved some help by having my Dr get involved at times . The other issue is my mobility , I get the smaller tanks that I prefer so I can be more active and stay healthier . Apria keeps trying to send me the much larger tanks which would prevent me from being mobile as well as insisting that I use the converter machine that prohibits any mobility at all . and ultimately will shorten my life .

Desired Settlement: I would like my order Delivered weekly as my need for oxygen is increasing . with each order I get at least 8 of the smaller canisters which are faulty or misfiled. ( out of 48 total ) I know that there is a unit here in my town where they fill the canisters , so it can't be that difficult to get the canisters from there to my home , I simply want an adequate supply of oxygen available to me without having to fight with Apria every few days just to ensure that I have enough oxygen that I may continue to stay active and stay alive .

Business Response: Apria has had past dialogue with Ms. ***** about her oxygen usage. This all came to fruition once it was identified via a conversation with her that she was not following her physician’s prescribe orders. Ms. ***** stated that she does use her oxygen concentrator at home as prescribed and that she uses the tanks for not just portability but also stationary use in the home. This would mean not only does she use tanks while awake but also when she is sleeping, which all goes against physician orders. In doing so she creates the issue we are hearing about due to numerous unscheduled deliveries, this throws off her regular schedule delivery dates and times. We will continue work on a resolution of this issue with the assistance of her physician’s office and our clinical staff.

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 an issue with having only 7 business days to respond to Apria's response . My primary care physician ( *** ***** *** )  has left to *** ********* for a new position and although I have been assigned a new Primary Care Physician , ( ** ********** ******* ) I do not have and appointment with him until Thursday of this coming week  8/20/15 . I do need time to speak with my Doctors to help resolve this issue , I also would like to speak with my **** ** * * ** ****** * and my Onchologist , ** ***** .

I am requesting more time to respond  ( 15 Days ) So that I may meet with my new *** and contact the others to find a resolution that will suit  both myself and Apria .

Thank you in advance for considering my request , all I am trying to do is stay alive and resolve this issue 


Regards,

****** *****

Business Response: It appears that Ms. ***** is requesting more time from the BBB and not Apria. 

I have an issue with having only 7 business days to respond to Apria's response . My primary care physician ( Dr. ***** *** )  has left to *** ********* for a new position and although I have been assigned a new Primary Care Physician , ( DR ********** ******* ) I do not have and appointment with him until Thursday of this coming week  8/20/15 . I do need time to speak with my Doctors to help resolve this issue , I also would like to speak with my Lung Dr . ( ** ****** ) and my Onchologist , ** ***** . I am requesting more time to respond  ( 15 Days ) So that I may meet with my new Dr. and contact the others to find a resolution that will suit  both myself and Apria . Thank you in advance for considering my request , all I am trying to do is stay alive and resolve this issue 

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 am working with a new primary care Doctor (  ********** ******* M.D.  ***** Adult medicine , @ the ********** ******* ***** , 1********* **** * ***** * *** *****  ***** ******** * )

 At Our first Meeting last week upon examination he ordered an increase in the amount of oxygen I use as a result of my illness . I have only Heard from Apria once with regard to this , stating they would make and extra delivery to see me through the week .

The issue is how ever how many  number 2 tanks of oxygen they will give me , I try and stay active and I believe that is what has kept me alive so long . As a general rule I am away from home for about 6 hours every day , for those times the number 2 tanks are the easiest for me to transport , The number 3 tank is very heavy and hard for me to put in and take out of the car . Now that the Doctor has ordered me to set the oxygen on 4 , from 2 , I am afraid that Apria will reduce the number of number 2 tanks instead of increasing them as I have been asking them to do . I cannot accept their response until this issue is settled .

 So to review , The doctor ordered I use more oxygen , I prefer it be delivered in the # 2 tanks rather than the #3 tanks that are fine for home use , but not for leaving the house .
,

Regards,

****** *****



Business Response: In review of this concern, I reviewed the call Instance ID ******** which was an outbound call on 06/29/15 at 2:53pm. During that call, the husband advised which breast pump he wanted, the agent advised that it appeared the branch did not have that item in-stock but she could send the order out to the branch but the item would have to be ordered. She provided the branch the direct contact number for the branch and advised the husband that they would have to pick up the pump at the branch. She told him to make certain he called before he came in because the item was not currently in stock. The call was handled very well. The frustration came during follow up conversations with the branch agent. This PCCR should be reviewed by the branch. The wife was set to have her c section on 07/02/15 and they wanted to make sure they had the pump prior to her surgery.

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

Business Response:

We have currently been providing ****** approximately 50 tanks every other week.  We have also ask Kaiser Permanente for an updated prescription for our records. 
 

9/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a call from Apria automated sales line. I selected the option NOT to contact me again. I received another call. Again I selected the option NOT to be contacted again. Since then I have received 16 phone calls in the past 6 days. This must stop!!

Desired Settlement: I demand payment of $3,200 for my time which equates to $200 per phone for the 16 calls I received after telling them on two occasions not to contact me. Additionally I want no further contact of ANY kind from this business.

Business Response:

ITEM # 1: Complaint Involves: Selling Practices

Customer’s statement of the problem: I received a call from Apria automated sales line. I selected the option NOT to contact me again. I received another call. Again, I selected the option NOT to be contacted again. Since then I have received 16 phone calls in the past 6 days. This must stop!!

RESPONSE: Ms. ********* was contacted 17 times from May 20, 2015 to August 18, 2015. This happened every 6 days. 9 of those times Ms. ********* opted-out to no longer receive the IVR calls. Ms. ********* has been removed from the IVR as of August 18 and will no longer receive these calls. Compensation will not be provided as the patient chose to be placed on the IVR ordering system.

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.

i never requested to be in the ordering system as this business indicates.  from day one i told them not to contact me for supplies as i would get them else where. they continued to contact me anyway. further ... my requests to be taken off their call list were ignored. the internet is full of complaints by this business from customers experiencing the same annoying calls despite hving to the business to stop.  i have phone records to prove they called more times that they have addmitted to.  if we cant settle the compensation i have no problem escalting this claim to the legal forum is need be. 
this companys response is not accepted. they will continue to recieve complaints from me as i have had to endure their annoying phone calls so desperate to make a sale.

Regards,

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



Business Response:

RESPONSE: Ms. ********* was contacted 17 times from May 20, 2015 to August 18,

2015. This happened every 6 days. 9 of those times Ms. ********* opted-out to no longer receive the IVR calls. Ms. ********* has been removed from the IVR as of August

18 and will no longer receive these calls. Compensation will not be provided as the patient choose to be placed on the IVR ordering system.

 

Sincerely,

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

Customer Service Supervisor

Apria Healthcare

9/22/2015 Billing/Collection Issues
9/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria has repeatedly refused to send me the correct Cpap mask that my Dr has requested they send. Apria has sent the wrong mask 3 times (thus far) and have made it near impossible to contact them via telephone (today, I waited on hold for 58 minutes and then there was some noise on the line and it went to dial tone). I was hung up on without being able to reach the department I needed to speak with. I have had customer service issues since the first time I contacted them. My insurance company only contracts with APRIA for this service, so using another provider.

Desired Settlement: Obtaining the CPAP mask my Dr has requested without any additional cost to me. ALSO, stop sending me the wrong equipment. Lastly, I need to be able to contact a medical provider occasionally, so APRIA will need to make themselves available to me.

Business Response:
RESPONSE: On May 14, 2015 Mr. ******* was setup with a PAP unit and full face small ResMed Airfit F10. Unfortunately the order was placed after the cutoff time for shipping that day. It shipped from the warehouse the following day allowing 3-5 business days for shipping. No information provided if the mask was requested to be shipped overnight. On May 20, 2015 he was shipped the correct size full face ResMed Quattro Air F10 large at no charge overnight. Mr. ******* called because he had not received the mask as of May 19, but the processing time for the mask to ship would be 10 days. He did receive it the following day. May 20 he called explaining the mask was received, but it was not shipped overnight. May 22 a refund was issued for $23.83 and will take up to 15 days to complete.
Mr. ******* visieted the local branch June 17 for a download of his PAP unit usage and mentioned a leak with his mask. The local branch had to schedule an appointment for the following day to check for the mask leak. June 18, Mr. ******* was given a large Simplus mask at no charge. On August 13, Mr. ******* was shipped another large Simplus Mask, but charged this time. August 17 Mr. ******* called stating he had received the incorrect size of mask and upset being enrolled in Opt-in, which he has been removed from. He also had multiple billing concerns upset PPMC keeps him on hold for long periods of time trying to resolve all his billing concerns. The amounts charged for the Opt-in charged were refunded and removed from Opt-in program. As of August 27 a message for Mr. ******* has been left to explain the items he will not be charged for.

At this time Apria has given Mr. ******* should now have 2 Simplus masks at no charge and has been given refunds for any charges he should not have incurred.

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.



Regards,

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


I would like APRIA to acknowledge that the 2 large masks that they said I was not charged for cost me $40+ dollars. They have taken the money out of my debit card account. I sent the masks back to APRIA this morning via their courier. I have NOT had the money refunded at this time. The APRIA representative made it sound like they allowed me to keep the 2 masks and they did not charge me for them. He is mistaken. I have BOTH paid for the masks AND returned them. Perhaps the representative would be able to look up the details of this transaction, and correct his response.
****** *******

Business Response:

 

RESPONSE: Mr. ****** was given a Resmed F10 mask on May 14, 2015 for the initial CPAP

Set-up. On May 20 he was given another Resmed F10 at no charge because the first wrong size. June 18, 2015 he was given a Simplus at no charge because the Resmed F10 was leaking. The policy for an exchange is one in a 30 day timeframe and when it’s outside the timeframe the patient is supposed to pay if they switch masks. He was given two masks inside this timeframe and an additional one outside of it. August 14 he was shipped the cushions for the Simplus as requested. Mr. ****** was given another mask called the FitLife Total August 28, 2015. The cushions could be returned if unopened at no charge, but a charge for the fit life. The cushions were returned and will be charged for the FitLife. He did receive the FitLife mask kit at no charge which he was not eligible for all the pieces and parts. Mr. ****** is not due any refunds because the charges were appropriate. Any further question revolving around charges the billing department can assist at ###-###-#### option 6

 

 

Sincerely,

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

 

 

9/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new mask for my CPAP and in the past 10 years, my insurance and ********, I have not had to pay out of pocket. I received an invoice for $118.02, but it does not indicate what the charges are for. I have tried calling Apria muliple times, but no one ever answers the phone. I went into the local office and they were not able to tell me what the charges were for. They said they would contact someone to call me back and that did not happen. I went to the local office again and this time they faxed my invoice to the main office and said someone would call me that day. No one called. My wife called the main office and for 35 minutes was on hold and still was not able to talk with a live person. We just want clarification as to what the charges are for.

Desired Settlement: Clarification as to why I am receiving a bill and for what?

Business Response:

We have reviewed Mr. ********* account and confirmed that he received CPAP supplies from Apria Healthcare on May 28, 2015. Mr. ********* was billed $118.02 because we do not have information on file that his physician was ***** enrolled and the face to face clinical notes prior to May 28, 2015 from *** *** *** to reflect that Mr. ********* was seeing him prior to the supplies being delivered.
 
At this time we also need a prescription on file for the supplies dated May 28, 2015.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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 just spoke to Dr. *** ***'s Office and on June 30th, at Apria's request, they faxed a Sleep Therapy Order Form.  Then in August Apria contacted Dr. *** ***'s office that they still needed the Sleep Therapy For.  Again Dr. *** ***'s office faxed it on August 10th.  Dr. *** ***'s Office is getting very frustrated with Apria too.  There has been a big chenge with Apria in the last few years.  The customer service seems to have gone out the window and this isn't the first time they have lost paperwork.  I am in the process of transferring over to another healthcare facility that will provide the CPAP and accessories.

 

thank you.

 

Sincerely,

 

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

Business Response:

We have reviewed Mr. ********** account and confirmed that his oxygen equipment was picked up on July 31, 2015. At this time his account reflects a zero balance but there are claims pending payment from the insurance for the monthly rental of his oxygen for dates of service June 28, 2015 and July 28, 2015 before the equipment was picked up but no patient responsibility at this time. I have also requested that his number be removed from our auto dialer system. We apologize for any inconvenience this may have caused. 

9/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 26, 2015 I submitted all the required paperwork to request a doctor prescribed electric breast pump for ****** **** whom had a scheduled C-section on July 2nd 2015. It is a extremely important health issue that the pump is delivered to the patient on the same day of the C-section. On following calls on the same June 26, 2015 we were promised a MQ9120 Drive Medical GentleFeed Dual Channel Breast Pump to be picked up in the Apria Healthcare Bakersfield office on the same day of the scheduled C-section on July 2nd 2015. Unfortunately, the pickup date has been slipping every time I call customer support, being the new scheduled pickup date for Wednesday July 8th. All these delays only show a disrespectful lack of urgency and total disrespect on the pain and suffering of someone that just had a major surgery and required the mentioned items on the same day of the surgery. After multiple calls and emails (even the last one expresing that we were going to enter a complaint with the BBB) Apria Healthcare has no responded or made any effort in solving the issue

Desired Settlement: The business should have delivered this long ago. It caused us many problems for not delivering the order. The order has to be delivered today and delivered to my home. An official apology should be done as well.

Business Response:

  

Better Business Bureau

Attn: **** ******

San Diego CA

 

 

 

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

BBB Complaint Case #: ********  

 

 

Dear Ms. ******:   

 

This letter is in response to the complaint referenced above submitted by ***** ******* to the Better Business Bureau.  We apologize for any miscommunication on our part that may have resulted in this complaint. Below is a brief description of the complaint matter and our response.  

 

ITEM # 1: June 26, 2015 we were promised a MQ9120 Drive Medical Gentle Feed Dual Channel Breast Pump to be picked up in the Apria Healthcare *********** office on the same day of the scheduled C-section on July 2nd 2015.

 

RESPONSE Area Customer Service Assistant Supervisor researched the patient account and provided the initial order came over 6/29/2015. The equipment had to be ordered as we did not have special equipment in stock. Family called Apria 7/2 and was informed that the equipment would be ready on 7/8 for branch pick up, as that was the ETA on equipment arrival. Representative called patient on 7/13, 7/14, 7/15 to confirm if they were still coming to pick up the equipment. Patient nor family called back – no further action needed at this time.

 

Sincerely,

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

Assistant Supervisor  

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, where they try to mislead the BBB by indicating completely false dates.

The APRIA Healthcare is trying to mislead the origin of the complain by indicating false dates. This is the real timeline:
06/26/2015: Initial Order was sent by FAX 
06/26/2015: Called customer support of Apria to make sure Fax was received and Apria was going to order the Pump. During that call I very specifically mentioned that we were in a hurry, specially because Fourth of July was coming and that might delay their operations. At this time the pump was promissed for July 2nd.
06/29/2015: Called again Apria Healthcare Bakersfield to check status. At that point I was informed again that pump would arrive June 2nd
06/30/2015: Called again Apria Healthcare Bakersfield to check status. At that point I was informed again that pump would arrive June 2nd
07/02/2015: Called Apria, informed that pump was not going to arrive that day. PROMISED AGAIN FOR JULY the 6th. 
07/06/2015: Called Apria and I was informed that pump was not going to arraive the 6th and that it will arrive now the 8th. THIS DAY SEVERAL CALLS WERE MADE TO FIND AN AMICABLE SOLUTION. NO ONE WANTED TO RESPOND TO MY INQUIRES WITH A SOLUTION. ASKED FOR MANAGER OF CUSTOMER SUPPORT AND I WAS DENIED TALKING WITH ANYONE WITH RESPONSIBILITY IN CUSTOMER SUPPORT.
 
At this time and seeing not response on any of the customer phone numbers an email was sent with the only solution we would accept.
Note that the email were sent to all listed customer support email addresses (******************************* ********************,********************) including the current president of APRIA HEALTHCARE and we were completely ignored

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

July 6, 2015

Apria Healthcare

Patient Satisfaction

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

 

Dear Apria Healthcare

 

Re: ****** ****, DOB **********

 

On June 26, 2015 I submitted all the required paperwork to request a doctor prescribed electric breast pump for ****** **** whom had a scheduled C-section on July 2nd 2015.  On following calls on the same June 26, 2015 we were promised a MQ9120 Drive Medical GentleFeed Dual Channel Breast Pump to be picked up in the ApriaHealthcare Bakersfield office on the same day of the scheduled C-section on July 2nd 2015.

 

Unfortunately, the pickup date has been slipping every time I call customer support, being the new scheduled pickup date for Wednesday July 8th. All these delays only show a disrespectful lack of urgency and total disrespect on the pain and suffering of someone that just had a major surgery and required the mentioned items on the same day of the surgery.

 

The response of Apria Healthcare is totally unacceptable and as of this moment the only resolution I will accept for this is an immediate delivery of a medical grade breast pump by tomorrow July 7, 2015 in the morning on my residence at the address above.

 

I look forward to your reply and a resolution to my problem as specified in the paragraph above before the end of the day tomorrow July 7, 2015 before seeking help from a consumer protection agency, Better Business Bureau and **** ***** ** ***********

 

 

We never received answer to our requests or to this email. On July 7, 2015 in the afternoon I had to purchase an equivalent pump from a chain store.

Again Apria Healthcare has a complete disregard of patients and their pain and suffering. Their customer support never responds to customer unless things are taken to higher authorities like the BBB. 

Regards,

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



Business Response: In review of this concern, I reviewed the call Instance ID ******** which was an outbound call on 06/29/15 at 2:53pm. During that call, the husband advised which breast pump he wanted, the agent advised that it appeared the branch did not have that item in-stock but she could send the order out to the branch but the item would have to be ordered. She provided the branch the direct contact number for the branch and advised the husband that they would have to pick up the pump at the branch. She told him to make certain he called before he came in because the item was not currently in stock. The call was handled very well. The frustration came during follow up conversations with the branch agent. This PCCR should be reviewed by the branch. The wife was set to have her c section on 07/02/15 and they wanted to make sure they had the pump prior to her surgery.

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

9/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I just left the hospital late Thursday, August 27th following extensive brain surgery, with Apria set up for home oxygen delivery. The initial delivery was made, but I was left with far too little of supply (because I am unaware of tank volumes, etc). I ran out in 1 day and had a new refill set up with sufficient quantity. Apria *********, ** completely failed to deliver, even though I received confirmation of delivery time. I received a call the next day from ***** ****) at the *********, ** location, with zero apology, and said they would not deliver the next day either, and I'd have to wait another day. Instead of apologizing or making an attempt to make things right, he complained and said he had had a long day. ***** is without question the most rude individual I have dealt with on the phone, and completely unforgivable considering this is literally a life or death situation. I have had to place another request at the national level because ***** refused to give me his full name or the contact info of anybody at his branch. He only gave me the name of his supervisor, ******* ********. All I know is *****'s phone number, which is ###-###-####, and the main branch phone number is not being answered on a Sunday. The national customer service acknowledged that this should have never happened in the first place. I fear all that will happen is that the order will be dispatched again directly to ***** or ******* ********. I'm still sitting here, without oxygen, in excruciating pain. Temporary ******** delivery location zip code: ***** Home location zip code: ***** The ******* location has an account set up for temporary, transportable tanks, which I can use for the week and travel to ***** ****** **. There is a separate ***** ****** ** account set up for a compressor and larger tanks.

Desired Settlement: This must be made right. The delivery must be made, with full apology and explanation. Any erroneous charges must be waived because of failure to deliver services. The jobs of both ***** and ******* ******** at the *********, ** location must be closely examined. Dismissal is the only logical action in my opinion.

Business Response:

On August 27, 2015 initial order was placed for 3 portable oxygen cylinders, which was delivered timely and accurately.
On August 30,2015 patient called for resupply of tanks. At that point, Apria Technician asked patient a series of questions. These questions include;
The specific elements of his issue which ultimately was a tank shortage.
Were the tanks for portability?
What modality was needed and being utilized?
What was his LPM? Was he a cluster headache therapy patient?
All the questions were asked to determine, how to service him correctly and not to be combative or unprofessional. Pt was confused and thus could not provide details. Logistics Supervisor traveled to ********* office and called the patient and was informed he was a travel patient also set up in *******. Supervisor explained to patient the information the technician asked as well as ensure he would have enough O2 until Tuesday.
On September 15, 2015 patient spoke to Apria  Account Manager and  was under the impression he was to receive a concentrator/homefill system. Rx confirmed that patient is indeed a cluster headache pt. Patient stated he was using his tanks @ 8LPM, which would explain how and why he exhausted the tanks in Chicago. This is contrary to his rx settings of 2 lpm prn, to which pt stated he was not aware of. As a cluster headache patient, the concentrator/HTF system is not the appropriate clinical therapy for this patient. Patient is now aware of his RX parameters and has direct contacts established with the ********* ** branch for future needs or questions. 

9/21/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service
9/15/2015 Problems with Product/Service
9/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Apria to set up a payment plan for my remaining balance of $260.81. I was first told that my balance was $407 and that they had no record of the $146.78 that I had already paid. I told them that was incorrect and I wanted to make payment arrangements for the other $260. They then tried to get my credit card information so they could automatically deduct it from my credit card. I told them again, I just want to set up a payment plan for the remaining balance. They then tried to get me to sign up for a line of credit. I told them that I didn't want a line of credit. I just want to set up a payment plan for the remaining balance. I was then put on hold for more than five minutes before I hung up out of frustration. I wasn't going to ask for a year to pay it off, just a couple of months. I don't understand why setting up a payment plan is so hard.

Desired Settlement: I just want to be able to set up a payment plan for my remaining balance and for them to go through their records and find the proof that I already paid the $146.78. I don't want any collection calls from them after this payment plan has been set up.

Business Response:

Item # 1: 

Ms. **** stated she contacted Apria Healthcare to make payment arrangements for her remaining balance and was placed hold and would like to speak with a representative to complete that process and does not want any collections.

 

 

RESPONSE:

We have reviewed Ms. **** account and confirmed that her payment of $146.78 applied to our system in three payments August 13, 2015 through August 21, 2015. At this time Ms. **** account reflects an outstanding balance of $260.81 for date of service May 30th, 2015 for the remaining balance due after insurance payment for the purchase of her CPAP unit. Ms. **** can contact our Billing Center at ###-###-#### to set up a payment plan for the 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

9/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We received a statement from Apria dated 7/7/15 requesting payment in the amount of 239.36. We are in agreement with the charges. However, on the bill did it no where indicate that Apria was charging amount to a credit card on file. Instead in red ink, the bill stated "Please remit payment, pay online, or contact us to resolve your open balance. Please allow 10 days for payment to post to your account. We require payment at the time of service, and that a recurring payment method such as a credit card be provided. Please provide a credit card for. . " and then it cuts off. The bill even includes a note to pay online at epay.apria.com On July 21, 2015, I went online and made a payment in the amount of 239.36 at their epay online payment site. I received the conf # of *******. I also have the print off showing that the amount debited to a card # ending in **** for $239.36 was debited on 7/21/15. My statement from that flexible spending card shows that the amount of #239.36 was also debited. In the mean time, I reviewed my personal credit card account and noticed that Apria had made a credit card charge in the amount of $239.36 on 7/4/15 BEFORE the actual statement date. I then called Apria on 7/22/15 and spoke with a ******* re: the unauthorized charge to our credit card ending in 5768 and that a payment had been made online at the epay online payment site. She assured me that there would be a credit to my credit card. Well, the credit was made and then they subsequently recharged the same credit card in the amount of 239.36. On 8/12/15, my wife called and spoke to a customer representative in regards to the double payments. The representative said they couldn't look up the confirmation # for the charge that was made on the epay system and then continued to say they were having issues with their epay vendor. At no time, were we notified this was an issue. Now they have $478.72 of our money instead of $239.36 we originally owed. They refuse to fix!

Desired Settlement: I expect Apria, a high ranking company official, to call and apologize for their error. I expect them to change the way they bill and note if a charge is being made to a card on file as opposed to saying customer needs to remit payment, pay online or call. I DEMAND a full refund on the card ending in #**** with interest. I would prefer a complete write-off in exchange for the amount of time I have had to waste trying to get this resolved. I also want Apria to terminate my business relationship with them.

Business Response:

 

Item # 1: 

Mr. *********** stated $478.72 was withdrawn from his credit card by Apria Healthcare instead of $239.36 which is the only amount owed.

 

RESPONSE:

We have reviewed Mr. *********** account and confirmed that that he spoke with one of our billing representatives on August 25, 2015 regarding the overcharge to his account. Mr. *********** provided his credit card information and a request was submitted to have $239.36 processed back to his credit card. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

 

 

 

9/15/2015 Billing/Collection Issues
9/14/2015 Problems with Product/Service | Complaint Details Unavailable
9/14/2015 Problems with Product/Service
9/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a CPAP machine from APRIA. I was billed and I payed the bill on the 7th of July. After I had already paid I started getting harassing phone call recordings saying that I was going to be sent to collections if I didn't pay. I called and they confirmed that I did pay the bill and said that the phone calls would stop, which they did. Then I got a statement from them saying that the same bill was now overdue. I called them and was on hold for an hour and a half and was told that their system was simply slow, they confirmed that the bill had been paid and I would not be charged any overdue charges. Then I received a letter from collections because they sent that same bill to collections. I called and was told that it didn't post to them until the 17th of August, even though I paid on the 7th of July. It was sent to collections on the 15th of August. They said that they would send the payment to the collection agency. I asked for written confirmation that this has been done and they told me they couldn't do that and I would just have to confirm with the collection agency that this had been done.

Desired Settlement: I want them to clear up the the matter with the collection agency and make sure that there is nothing reflected on my credit.

Business Response:

Item # 1: 

Ms. *** stated she received a bill from Apria Healthcare and paid on July 7th, 2015 and was still placed in collections for the balance paid.

 

RESPONSE:

We have reviewed Ms. *** account and confirmed that the payment she made in the amount of $93.69 did not apply to our system until August 17th, 2015. Ms. *** balance was sent to collections in between the posting of the payment. On August 28, 2015 we requested that Ms. *** payment be applied to the collections balance and contact was made to the collections agency to inform them that the payment has been made and to discontinue their collections efforts. The amount that was placed in collections will not reflect on her credit report due to the timeframe it was placed. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

 

 

 

9/11/2015 Problems with Product/Service
9/10/2015 Problems with Product/Service
9/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have an issue with my account and I’m writing to have it corrected. I have tried calling the billing department, but am constantly told the person I need to speak with is unavailable or busy. This matter requires your immediate attention. With that, here is the issue: 1/29: CPAP re-order supplies have an additional charge of $94.24. In speaking with an APRIA representative, I was charge for 2 Swift FX Nasal Masks. I didn’t order 2. I wouldn’t use 2 as I only have one face and a single prescription from my physician for one mask. Additionally, a second mask was not received. I got the ONE that I did order, but never an additional mask. Incidentally, on the automated phone order I said “NO” two times when asked if I authorized my card for any payments not covered by insurance. I have had my credit card that was on file removed, which took in excess of 10 phone calls, a written letter and a fax. After many attempts to have this charge reversed I finally was able to get confirmation that the refund would be processed. After waiting over 6 weeks with NO refund and no contact, I contacted my credit card company and disputed the claim. On 3/28/15, ******* One determined that the charge was indeed unauthorized and refunded my account the full amount of $94.24. Then I get a past due bill that is requesting $103.66, of which is already 0-30 days late. I have made 9 attempts to reach someone to help me. With no success as the person is busy, the line forwards to a voicemail box that doesn’t work, or simply my messages are not being returned when I leave my name and number with a staff member. On 6/23, I received a collections call from Apria. I tried to explain my situation, thinking “finally!” that someone would listen and help. After he told me to hold on, he hung up. I tried calling back and nobody would answer. I have paid the $103.66 as to not have this reflect on my credit report. What I am asking Apria to do is to refund the $94.24.

Desired Settlement: What I am asking Apria to do is to refund the $94.24 for goods that were never ordered nor were they ever received.

Business Response:

We have reviewed Mr. ***** account and confirmed that the charge he paid in the amount of $94.24 has been reversed off and a refund request has been submitted to be processed to him in check form. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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,

****** *****

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

Additional Notes

Complaint: April Healthcare in ********* ** is where both my husband and I (two accounts) rent our CPAP machines from. I have continually had problems with their service and I am unable to contact anyone who can help me. Their billing department places me on hold for over an hour, still with no answer. I have written to them asking for an itemized summary of all payments and bills, but no one will respond to me (it's been done twice). I have gone to the actual office in ********* where they tell me they can't help me, but they gave me an email to contact someone who can help. I sent the email on 7/31 and I got an auto-reply saying that they will contact me within 48 hours. I still have no answer and I sent a reminder email on 8/5. I am getting collection notices for my husband's machine, but we don't know why he is getting billed anymore. I was told his aching was already paid for (by us and our medical insurance) last year, but then after 8 months, they started biting again. I have no idea why and I cannot find out any information and now getting collection notices. On my own account, they are insurance, but I need to find out when the machine will indeed be paid for (I may want to take my business elsewhere, but need to know if I'm close to paying it off). No one can give me that information and my own medical insurance says that Apria has to respond to me with how they have it set up and how long the payments will be for. I want a detailed summary of both accounts - initial cost, insurance payments, my payments, how/when the machines are paid off, etc. It has been continually frustrating to deal with a company that I cannot get any customer service whatsoever. This is unacceptable and I would like the matter to be resolved.

Desired Settlement: I need someone from their management at Apria to contact me with a written (email or regular mail) explanation of all charges to date, payments made by insurance or me, when the machines will be paid off, etc. I need very detailed, specific information in order to determine what is due by me and what future charges (if any) will be billed to me on both my machine and my husband (***** *****'s) machine.

Business Response:

Item # 1: 

Mrs. ***** is requesting that Apria Healthcare provide her a written explanation of all charges and payments made by her and the insurance and would like confirmation of when the machine will be paid in full.

 

RESPONSE:

We have reviewed Mrs. ***** account and have created a detailed itemized statement of her account and spouse as requested and have sent information to the address we have on file. After further review of Mrs. ***** account we confirmed that under her insurance plan agreement with UHC her CPAP unit rents for nine months and then converts to a purchase and at this time we have billed UHC seven monthly rentals. Mrs. ***** spouse equipment has converted to a purchase and he will no longer be billed for monthly rentals. At this time both accounts reflect a zero account 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

 

 

 

9/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare is attempting to bill me and my insurance United Healthcare for a CPAP machine that was paid for by *****/*********** in 2013 with six payments. That same machine was paid for a second time by **** ***** **** ****** for claims in 2014 in ten payments. I have tried to call and clear up with billing, but they have no records on either of my two accounts and unwilling to investigate further. I had *********** call Apria Healthcare and the agent had confirmed payments by *********** were indeed received by Apria Healthcare in 2013.

Desired Settlement: Apria Healthcare shall send me a letter stating the CPAP machine is paid in full. Apria Healthcare shall return payments received from **** ***** **** ****** for the CPAP machine that was already paid in full.

Business Response:

We have reviewed Mr. ***** account and confirmed that he received a CPAP unit and supplies from Apria Healthcare on April 25th, 2013. At that time Mr. ***** had *****/*** ********* in which under their plan agreement the equipment was to convert to purchase after six month of rental but the CPAP unit monthly rental started over in error. Mr. ***** account has not been corrected to reflect that he now owns the CPAP unit and will no longer be billed for the monthly rental. We are currently in the process of refunding **** for all payments made toward claims processed to them for the rental of the CPAP unit. At this time Mr. ***** account reflects a zero balance.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

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,

****** *****

9/1/2015 Problems with Product/Service | Complaint Details Unavailable
9/1/2015 Billing/Collection Issues
9/1/2015 Billing/Collection Issues | Read Complaint Details
X

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 ***d

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 c***ot 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 ***st 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 c***ot simply sit by the phone waiting for them to decide to talk to me.  When I call in to their Billing Specialist line, I c***ot 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 ***d

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 submitted a claim in the first quarter of 2015 with the BBB about a billing issue with Apria Healthcare. I thought it had been resolved as of March 24, 2015 and received a letter from *** *** ********* from the company stating that the balance collection they had originated had been recalled and was no longer my responsibility. She also stated that I had no open invoices or balances at that time. Since the financial issues appeared to have been resolved I re-ordered CPAP supplies from them on May 7, 2015. The total amount I owed was $359.68, which was paid on May 11, 2015. I received a bill on August 3, 2015 (dated July 16, 2015) stating that I owed the company $41.77 for the supplies purchased in May. I started getting calls from the company on August 6, 2015 threatening me with collections if I didn't pay the bill within 24 hours. I spent several hours on the phone with them on August 7th trying to resolve this issue. They agreed that I had paid $359.68 for the supplies ordered on May 7 and indicated that the amount was for an earlier order. When I reference the letter from Lee *** ********* they said they would have her call me. While I have not received a call from her, I got another threatening call last night indicating that if I did not pay my bill within 24 hours, my account would be put into collections.

I would like the company to immediately stop making threatening robocalls to me and to adjust the $41.77 off my bill. Over the past year, I have spent at ***** 50 hours on the phone with them dealing with billing issues. While I do not intend to continue to do business with this company since they obviously ****** be trusted, I would like to make sure that they do no ruin my credit rating because they don't know what they are doing.

Regards,

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


Business Response:

Item # 1: 

Ms. ******** stated she would like Apria Healthcare to discontinue calls to her and adjust $41.77 that she is receiving a billing statement for.

 

RESPONSE:

We have reviewed Ms. ******** account and confirmed that her open balance of $41.77 has been adjusted off as of August 21st, 2015 and is no longer valid. We have also submitted a request to remove her from our auto dialer system to discontinue calls to her.

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

 

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

 

 

8/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Removed auto pay authorization in May 2015 after issues with company erroneously removing money from my account with no notice. Was assured auto pay was disabled. Ordered CPAP supplies in July 2015 was informed the supplies were covered by insurance at 100%. Wrong items shipped. I notified Apria immediately, returned wrong supplies, right ones were received. Next thing I know, two weeks later $25.64 is automatically removed from my account! No authorization to remove funds from my account. Plus I was told everything was covered at 100%, there should be nothing due! I called and was told the authorization was never removed; however, she did see the notes on my account from May when I asked to remove the auto pay authorization...it was just never removed. Customer service AGAIN assured me that auto pay authorization is removed....however, I have already been told that and it wasn't. Also I was told I wouldn't have to pay for these supplies, yet was charged.

Desired Settlement: I want my $25.64 returned to my account IMMEDIATELY. I WANT AUTO PAY REMOVED! NO MORE UNAUTHORIZED CHARGES! I will contact law enforcement for theft if this does not stop!

Business Response:

 

Item # 1: 

Mr. ***** stated he requested his credit card to be removed from auto pay authorization with Apria and two weeks later $25.64 was removed from his account. Mr. ***** is requesting for the charge to be applied back to his account.

 

 

RESPONSE:

We have reviewed Mr. ***** account and confirmed that because his request to remove auto pay authorization was not complete his credit card was automatically billed on July 29, 2015 for $25.64 and August 6, 2015 for $36.73 for the rental of his CPAP machine. We have processed a refund for Mr. ***** for $62.37 to be received in check form and the auto pay authorization removal process has been completed. 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.

Bank provided refund through dispute resolution. I do not want your refund check. Keep it. The card you had on file has been cancelled. Fix your billing. You are double charging me for May, i paid on July 10th through epay...not yet credited. Once i get a revised detailed billing...i will pay via money order or cashier check. You will never receive my bank acct information again.

Regards,

****** *****



Business Response: Item # 1:
Mr. ***** is requesting that Apria Healthcare correct the billing on his account and to send him a detailed itemized statement of his account and he will send payment for his open balance.

RESPONSE:
We have reviewed Mr. ***** account and confirmed that a payment applied to our system on July 29th, 2015 for $12.82 for May 21st, 2015 date of service and the account does not reflect that he was charged twice on that invoice. Mr. ***** made a payment on July 10th, 2015 and the payment applied to our system on August 10th, 2015 but a refund was processed back to him for the amount because his credit card was charged in error and the request to remove his credit card from file was not completed. I have mailed a detailed itemized statement of his account to his address on file for his review as requested. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,

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

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

8/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unable to obtain documents from Apria Healthcare in order to receive reimbursement from ********* company.

Desired Settlement: DesiredSettlementID: Contact by the Business Requested documents to be faxed to contact at ***** ********* Company in order for me to receive my reimbursement.Invoices for Electric Lift that was paid by me by debit from my banking account faxed to ***** att: **** ******** *************. Billing codes and diagnosis codes must be included. Dates of service: November 26, 2013 until December 18, 2014.

Business Response:

Item # 1: 

Mr. ****** stated is requesting that Apria Healthcare fax documents to his ***** ********* Company in order for him to receive reimbursement.

 

RESPONSE:

We have reviewed Mr. ****** account and confirmed that a representative from his ***** ********* Company contacted Apria on August 3, 2015. They requested a copy of invoices for January 2014 through April 2014 in order to review for reimbursement for Mr. ******. The information was faxed to them on August 3, 2015 as requested. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

 

Sincerely,

 

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

 

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

Billing Center Quality Specialist

 

 

Consumer Response: Better Business Bureau:

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



Regards,

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

I also need copies of invoices dated November 26, 2013 and December 3, 2013.  These need to be faxed to ***** as well at the number previously provided.

Thank you in advance.

Business Response:

Mr. ****** ******,

Apria's Billing Center Quality Specialist ********* R **** on August 25, 2015 faxed the requested invoices to ***** and will mail you a copy as well.  Thank you for using Apria Healthcare for your healthcare needs.

Best Regards,

 

**** ******

Physician & Patient Relations

Apria Healthcare Corporate

 

 



?

8/28/2015 Billing/Collection Issues
8/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My Mother ******* ******** has Alzheimers. I am her daughter and POA and handle all her business. I have been trying to resolve billing issues for a hospital bed and wheelchair with this company since January 2015 when ******** took over as Mom's insurance provider. First whenever you call your are on hold for atleast an hour - today August 4, the msg said the hold time would be 75 minutes - its been 3hrs and 45 mins and I'm still on hold. I have worked with Mom's Dr to get all necessary documents faxed over, have spoken to several different reps and still the problem continues. Mom continues to be billed and the money taken from her account has not been refunded. At one point there were two accounts which were finally merged. Now I'm told to wait 30-45 days for resolution during which time Mom continues to be billed while receiving auto 'over due account' calls. Mom is on a limited income and needs this resolved - ******** billed since January and a refund of monies paid. ******* ******** - Apria Account Number **********.

Desired Settlement: ******** billed retro since January 2015. All monies paid before cancellation of auto billing refunded.

Business Response:

Item # 1: 

Ms. ******** daughter states that patient continues to be billed by Apria Healthcare for her hospital bed and wheelchair and ******** should be billed for services beginning in January 2015.

 

RESPONSE:

We have reviewed Ms. ******** account and confirmed that we have been unable to bill
claims to ******** because we do not have the initial face to face clinical notes, “Written Order Prior to Delivery” form dated after January 1
st, 2015 and a diagnosis from the doctor for the bed and wheelchair in order to qualify as medically necessary. These are documents ******** require in order to process claims for payment. Ms. ******** daughter has been informed of the documentation that is needed and Ms. ******** will have a follow up appointment and will obtain the documentation but at this time the doctor’s office will send what is already on file.

 

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

 

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

 

 

 

8/28/2015 Problems with Product/Service
8/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: During the early spring of 2014 I required a new CPAP machine. It was prescribed for by my Dr. as a replacement for one that was several years old and had broken. I have been diagnosed with Sleep apnea for aprox 12 years, so this is not a new condition. Apria provided the new machine and billed my insurance directly. Evidently Apria did not forward my sleep records to my insurance " ****** **** ***** of ***** ". this resulted in Apria not receiving payment , so they decided to bill me. I got in the middle and called **** and got it straightened out, but Apria continues to bill me for a machine that has already been paid for.The last bill I received was today 08/11/2015 for $140.80 ref account # ********** which they claim, my insurance co. put towards deductible. The machine was paid for last year by **** after my deductible had been met. I have tried to resolve this by phone with Apria after many calls and many hours on hold, I thought it had been taken care of only to have the billing to start up again and the harassing recorded phone calls to come at any time of day or night. It seems that good record keeping is not a strong point of Apria, and seems to be the root cause of my problem

Desired Settlement: I wish them to correct their accounts receivable and Zero out my balance and Stop Billing Me...! I dont know if this is in or on its way to collection, but if so, I would like that wrong to be corrected

Business Response:

Item # 1: 

Mr. ******* stated his CPAP machine he received from Apria Healthcare was paid off by **** in 2014 and he is still receiving bills for the equipment.

 

RESPONSE:

We have reviewed Mr. ******* account and have entered the necessary adjustments to his account for dates of service January 16, 2015 and February 16, 2015 amount $140.80. Mr. ******* CPAP unit and CPAP modem was converted to a purchase and he will no longer receive monthly billing statements for the equipment as he now owns it. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

 

Sincerely,

 

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

 

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

Billing Center Quality Specialist

 

 

 

Consumer Response:

Better Business Bureau:

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

This may take a few months to ensure their billing has been updated. 

BBB Thank you for your help with this......   :)

Regards,

**** *******

8/28/2015 Problems with Product/Service
8/27/2015 Problems with Product/Service | Complaint Details Unavailable
8/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 05/09/14, a Point of Sale (POS) transaction took place in which medical equipment was provided by Supplier to Complainant.At the time of POS, Supplier provided Complainant with the reasonable expectation that any/all HMO claim filings would be handled in an appropriate, accurate, & correct manner by Supplier on behalf of Complainant.At the time of POS, Supplier was aware that HMO Pre-Certification was required per service contract by/between Supplier & HMO; and, was further aware that HMO Pre-Certification was not confirmed/approved by HMO.At the time of POS, Supplier did not disclose to Complainant (1) the status of HMO Pre-Certification or (2) details of the service contract by/between Supplier & HMO. At the time of POS, Supplier required Complainant to execute a Sales, Service, & Rental Agreement prior to the release of medical equipment to Complainant.On 05/09/14, Supplier filed claim with Complainant's HMO. HMO denied Supplier's claim citing incomplete &/or incorrect information. HMO further provided Supplier with specific instruction to remedy.On 06/09/14, Supplier filed appellate claim with Complainant's HMO. HMO denied Supplier's claim citing incomplete &/or incorrect information. HMO further cited Supplier's failure to follow previously provided specific instruction. HMO further provided Supplier with specific instruction to remedy.On 08/06/14, Supplier filed appellate claim with Complainant's HMO. HMO denied Supplier's claim citing absence of HMO Pre-Certification. HMO further cited Supplier's failure to follow previously provided specific instruction.As a result of the HMO claim filing process, Complainant received no contact &/or communication from Supplier concerning status of HMO claim.On 06/28/15, Complainant received an invoice from Supplier for the amount of the medical equipment provided.Complainant made contact with Supplier on 07/16/15 & was advised to refer to Sales, Service, & Rental Agreement reference payment responsibilities.

Desired Settlement: Based upon Supplier's negligent conduct during HMO claim filing process, Supplier is expected to adjust Complainant's account by the full amount invoiced for the medical equipment provided.

Business Response:

Item # 1: 

Ms. ***** stated he was informed that all claims would be handled in an appropriate, accurate and correct manner when he received his respiratory assistance device on May 9th, 2014 from Apria Healthcare but because of incomplete and incorrect information being submitted to his insurance he received an invoice for $2,560.83.

 

RESPONSE:

We have reviewed Ms. ***** account and confirmed that she received a respiratory assistance device and supplies on May 9th, 2014. At that time Ms. ***** signed a Sales, Service and Rental Agreement authorizing her credit card to be placed on file for any charges not covered by the insurance. Apria submitted an authorization request to **** for the rental of Ms. ***** respiratory assistance device and insurance informed us it would take 3 days to receive the paperwork in their system and 48-72 hours to process.  On May 16, 2014 which was past the processing time we still did not have the authorization on file. When contacting **** that day we were informed that the authorization was still pending.

 

Apria contacted **** again on May 21, 2014 and was informed that the authorization for dates of service May 8, 2014- August 6, 2014 was denied as not medically necessary. We received the clinical notes from the doctor on June 26, 2014 and a copy of the download from Ms. ***** on June 27, 2014. On July 10, 2014 we faxed a copy of the machine download and justification of why she needs the machine to **** in order for claims to be paid. On 12/18/14 it was confirmed by a **** representative that the appeal for the claims were closed as the decision remained to deny the claims since the download was non-compliant.

 

 

On August 6, 2014 we converted Ms. ***** respiratory device to a purchase amount $1,652.95 because she was not qualified for the equipment. She is also responsible for dates of service May 9, 2014 and June 9, 2014 for the rental of the respiratory assistance device before it converted to a purchase item amount $907.88. 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.

Unfortunately, it appears that Supplier makes no effort to address Complainant's concerns as described in the original complaint; ensuring customer satisfaction and accurate billing cannot be accomplished by merely offering an apology for "miscommunication".

It is the opinion of Complainant that the response provided by Supplier indicates an overall "policy" tone; and, does nothing more than regurgitate general information likely obtained from a high-level review of Complainant's account as maintained by Supplier's filing system.

Complainant respectfully requests Supplier to review the original complaint again with careful and diligent attention given to the negligent conduct performed throughout on Supplier's behalf; otherwise, Complainant respectfully requests Supplier to adjust Complainant's account for the full amount of the medical equipment provided.

Regards,

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



Business Response:

Item # 1: 

Ms. ***** spouse is requesting further review of the account by Apria Healthcare and to adjust the account for the full amount of the medical equipment.

 

RESPONSE:

Ms. ***** account is under further review at this time and a response will be provided to her and the Attorney General once the review is complete. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

 

 

 

8/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received sullied from Aria in December 2014, and made a payment at that time. I was billed again for the same supplies in April 2015 and made payment of $122.86 on April 8, 2015. At that time I was told by both Apria and my insurance company that there were no more outstanding charges. Apria contacted me again in July 2015 and requested another payment. I called and disputed the charge on July 15, 2015. I requested a detailed invoice which I have not received. On July 24, 2015, Apria debited my account without authorization after being informed that I dispute any charges.

Desired Settlement: Reverse all charges to my account.

Business Response: Item # 1:
Mr. ******** stated he received supplies in December 2014 from Apria Healthcare and made a payment at that time and was billed again for the same supplies.

RESPONSE:
We have reviewed Mr. ******** account and confirmed that he received CPAP supplies from Apria on December 12th, 2014. At that time a payment was processed for him for $65.51. On April 13th, 2015 he was charged $122.86 and $114.54 on July 29th, 2014 for the CPAP supply order for December 12th, 2014 because when we processed claims to the insurance we received a denial for all claims as being applied to his deductible. Mr. ******** credit card was automatically charged because it was set up as recurring in our system. We are unable to process a refund as the charges are valid after not receiving any payments from the insurance for the supplies received. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well accurate billing.


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

8/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This business has been contacting me periodically (about every 6 months). Each time it is the collections department calling, each time I have to talk to multiple people and eventually get to the insurance claims department. I have been told by multiple representatives that the account is resolved. But generally 6 months later the collections department will call again seeking a payment.

Desired Settlement: I want this business to leave me alone. This has been ongoing for years.

Business Response:

Item # 1: 

Mr. ******** stated when he spoke to Apria Healthcare he was informed that his account was resolved but continue to be contacted by the collections department.

 

RESPONSE:

We have reviewed Mr. ******** account and confirmed that his account balance has been removed from collections and the charges are no longer valid. We have reached out to the Collections Agency to confirm the removal and 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

 

 

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,

*** ********

8/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Over a year & a half the company has refused to supply me CPAP supplies while having documents filed by my Primary Doctor as well as Sleep Study Doctor. At other times during this period they did sell me supplies, then stopped providing supplies. Demanding Doctor notes and getting Doctor notes but claiming that my Doctor's notes were insufficient. Then stating that the Doctor's notes were acceptable then claiming that the same Doctor's notes were unacceptable. Order processing persons pass me on to supervisors who don't call back. When calling in myself, I go through the same process over and over again. I have gone without necessary supplies for as long as 60 plus days. In the last week my 15 year old CPAP machine has failed me. The nightmare continues...one company agent told me that they had my Doctor's notes and would put in a rush order. You guessed it...no results! I called to see if the order had been filed...once again the agent told me my Doctor's notes were unacceptable. She said she would ask for a supervisor to give me a call. I'm afraid I have no confidence in Apria's commitment to my health & survival. Product_Or_Service: CPAP Machine and Supplies

Desired Settlement: DesiredSettlementID: Replacement Please give me a new CPAP machine. My primary doctor has already prescribed one for me. Accept my primary doctor's notes so that I can receive supplies in the future.

Business Response:

08/10/15

Better Business Bureau
Attn: **** ******
Dispute and Information Analyst Lead
***********************

Re: Apria Healthcare Inc: Hudson, FL
BBB Complaint ID#: ********

Dear Ms. ******:

This Jetter 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: Customer's Statement of the Problem: Over a year & a half the company has refused to
supply me CPAP supplies while having documents filed by my Primary Doctor as well as Sleep
Study Doctor. At other times during this period they did sell me supplies, then stopped providing
supplies. Demanding Doctor notes and getting Doctor notes but claiming that my Doctor's notes
were insufficient. Then stating that the Doctor's notes were acceptable then claiming that the
same Doctor's notes were unacceptable. Order processing persons pass me on to supervisors who
don't call back. When calling in myself, I go through the same process over and over again. I have
gone without necessary supplies for as long as 60 plus days. In the last week my 15 year old
CP AP machine has failed me. The nightmare continues ... one company agent told me that they
had my Doctor's notes and would put in a rush order. You guessed it...no results! I called to see if
the order had been filed ... once again the agent told me my Doctor's notes were unacceptable. She
said she would ask for a supervisor to give me a call. I'm afraid I have no confidence in Apria's
commitment to my health & survival. Product_Or_Service: CPAP Machine and Supplies

RESPONSE: After further review of Mr. ******'s order for supplies it has been
determined Mr. ****** would like to have a new unit. A request for the ******** and
Apria required prescription has been requested again on 08/10. Prior to *****, the
request for all the ******** required documents go back over 1 year with many contacts
between Mr. ****** and his physician each month. Letters and calls were placed to Mr.
****** and his physician stating what is required by ******** to pay for PAP equipment.
Mr. ******'s PAP unit was paid by previous private insurance before ********.
Therefore, Mr. ****** would be required to provide the following documents to Apria, a
baseline sleep study, clinical notes within the last 12 months stating he is benefiting and

using the PAP and a valid ******** prescription. Now that Mr. ****** has decided to
obtain the new unit the prescription has different requirements than previously when he
only wanted supplies. He has been asking for a new unit since February of 2015. The
three ******** required documents have never been able to arrive correctly with constant
communication between Mr. ****** and his physician. The request for the valid
******** prescription has been requested as of *****. Once it arrives Mr. ****** will
have his account reviewed and qualified per ******** guidelines so he can receive his
PAP machine.

Sincerely,

***** *******
Customer Service Supervisor
Apria Healthcare

Consumer Response:

Yesterday, my husband received a phone call from Apria.  They finally had his new CPAP machine ready for pickup.  He went to the Apria office in ******* ** and picked it up.  They apologized for all that he had to go through to finally get his new machine.

Thanks for your help.  We appreciate it.

 

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,

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

8/26/2015 Billing/Collection Issues
8/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Account# ********** I was told by ***** ********* (***********, x****** on 11/20/14, 12/4/14, 2/8/15 and 7/22/15 that I was not responsible for this bill. On 7/29/15, I received a collection notice from **** ***** ********** demanding payment.

Desired Settlement: Stop billing me every month for an amount which I do not owe.

Business Response:

Item # 1: 

Mr. ***** stated he was informed by an Apria Healthcare representative that he was not responsible for a billing statement received but he received a collections notice requesting payment for the amount.

 

RESPONSE:

We have reviewed Mr. ***** account and confirmed that all charges have been removed from collections and **** ***** ********** has also been notified to inform them of no patient 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

 

 

 

8/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After waiting for 40 minutes to answer, Do not know the meaning of customer service or relations. Very kurt and offensive on the phone trying to determine status of replacement c-pap device. Was abruptly cut off. Finally had to contact ******** for definition which was very clear and simple. Be very aware of practices of this company before placing any orders.

Desired Settlement: change customer service practices

Business Response: Item # 1:
Mr. ***** submitted a concern to the Better Business Bureau indicating his frustration with his recent attempt to contact Apria Healthcare in relation to a pending order for a replacement pap device. He expressed concern with an excessive hold time and the lack of professionalism he experienced during his interaction with Apria.

RESPONSE
Upon receipt of this concern Mr. *****’s account was reviewed. In review of the account it was noted that Mr. ***** walked into the local branch on 07/22/2015 wanting his Pap device exchanged as it was not working. Mr. ***** provided Apria a new prescription as well as the chart notes from his physician for the request. The agent at the branch had the documentation reviewed. Mr. ***** did not receive completely accurate information during that visit. He was advised that his insurance would require a valid written order prior to the delivery. In addition, the notes Mr. ***** brought into the office had to be signed by the physician. However, today upon further review of Mr. *****’s account, it was noted that his pap device is currently renting under a maintenance plan. Therefore the pap device should have been replaced. We have created the order to have the pap device replaced immediately. However, Mr. ***** also needs a new heated humidifier and pap supplies. Those items will require a written order prior to delivery as well as the notes will need to be signed by the physician. We have faxed a prescription to the physician as well as a request for an attestation letter to meet the requirements of the signed notes. We will follow up with the physician to ensure we obtain the documentation. Once obtained we will be able to move forward with replacing the heated humidifier and pap supplies as well. When we called Mr. ***** today a voicemail was left providing him with a direct contact number so we can discuss our findings. At that time, we will offer Mr. ***** an apology for the frustration he has experienced in his recent interactions with Apria.


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.

The business response is not quite accurate. On my initial visit to the local Apria Office, I simple wanted my defective base unit replaced as it was not working. I was told that I had to set up an appointment with my Dr., obtain hand-written interview notes from the appointment which took several days to arrange. I then had to go back a second time to obtain a signed written prescription. I had to then go back a THIRD time to have the dehumidifier added. I do not need a humidifier as the one I have now works fine. All I need is a REPLACEMENT BASE UNIT
Regards,

****** *****



Business Response:

 

RESPONSE

Upon receipt of this concern Mr. *****’s account was reviewed.  Unfortunately, ******** has very specific criteria for qualifying Pap equipment.  Mr. ***** should have been advised during the first conversation with Apria what specifically was required for ******** reimbursement for the pap device and I would like to apologize for the frustration this caused him.  To ensure Mr. ***** understands the ******** requirements I would like to offer a link to the ******** website *******************************************************************

This link will provide a documentation checklist of all documents required for pap therapy for ********.

It was noted that Mr. ***** originally received his pap device in 2005.  Unfortunately, the humidifier he received previously would not be compatible with a new pap device.  The new pap model would not accommodate his old humidifier therefore, an updated prescription was needed to provide Mr. ***** with a new humidifier that could be used with his new pap device.

 

 

Sincerely,

 

 

****** *****

Area Customer Service Manager

 

 

8/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have ******** & ********, I am almost 2-years post-op heart valve replacement surgery.Oxygen was prescribed for me to use and have always. I kept getting bills and phone calls for payment and finally I allowed them to remove their Oxygen machine from my home-I need oxygen. The bill was sent to Collections for $132.55. It is crucial to my well-being that I have oxygen-it's a cold business-they don't seem to care.Account #: **********I was admitted to the hospital emergently on May 29,2015 for an Acute Bronchial Attack/Pneumonia. I was in the hospital for 4 1/2 days. I need my oxygen for weather extremes and I am having a hard time now that it is summer. Product_Or_Service: Oxygen Machine/supplies Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need an oxygen machine returned to my home with supplies. I want a machine for traveling as well. I want this company to bill ******** and ******** and take me out of collections. I do not want them sending me bills or calling my home. Thank you for working on my behalf.Sincerely,**** ******

Business Response:

Item # 1: 

Ms. ****** stated she continue to receive billing statements and phone calls from Apria Healthcare for payment and requested her oxygen machine to be removed from her home but still need the oxygen.

 

RESPONSE:

We have reviewed Ms. ****** account and confirmed that patient received her oxygen exchange equipment on 11/12/14. We submitted claims to ******** for the monthly rental of the 02 concentrator and gas portable system. Ms. ****** ******** plan covers claims at 80% leaving her responsible for a 20% copay and we informed her of the outstanding amount due after the insurance payments. On February 10th, 2015 Ms. ****** stated she could not afford the amount she is being billed for and applied for Financial Hardship with our company. Under our new guidelines she did not qualify for the assistance and stated she no longer has ********.

 

Ms. ****** contacted our office on July 20th, 2015 and requested that we pick up the oxygen equipment and agreed to sign our against medical advice form and the pickup was completed on July 24th, 2015. Ms. ****** balance automatically rolled over to collections due to non-payment and invoices being outstanding for at least six months. Ms. ****** can contact our local office to inquire what the process is to obtain the equipment back and I have removed her phone number from our outbound dialer system to discontinue the calls 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

 

 

 

8/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In January my debit card was double charged (both on Jan 5th and on Jan 9th) for my son's billirubin lights. For over 2 months, I tried to find resolution with Apria to no avail and on March 27, 2015, I disputed the second charge with my bank. At the beginning of June, Apria finally issued a refund check, which I never cashed because my bank had already refunded me the money 2 months previously. On June 26, 2015 a representative from your company, *****, informed me the check had been voided and I could shred it. I then received a bill for the $58.21 and on July 31, 2015 I received a collection call from your company. I explained the situation to **** * from resolution services, who stated who would have forward the information to her lead.

Desired Settlement: I would like you to adjust the balance to the $0 that is owed and stop any collection attempts. I would like your company to adopt better billing practices and respond in a timely matter when issues do arise.

Consumer Response:

 

Hello. I am writing to cancel the above referenced complaint ( #********) as it has been resolved with the company at this time. Thank you for your help with this issue.

 

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.

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

8/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am on ******** and Apria is one of two approved ******** CPAP suppliers in my area. I have been for two months trying to get a definitive answer on when I could be scheduled for an equipment fitting. Initailly, I was told all documentation had not been received (around May 22nd). Once that was done (in June) I was told "someone" would call me within 12 to 48 hours to schedule a fitting. After about two weeks after not hearing from "someone" I placed another call and was told it had slipped through the crackes and was sitting on "someone's desk" to be processed. I was then told the request would be accelerated, and "someone" would call me in 12 to 48 hours to schedule fitting. From that day to this I have been getting the same run-a-round, every time I call .I am very much concerned because now I am beginning to feel the effects of not wearing my equipment and not wearing the equipment could be fatal. Had I not spent so much time & effort with this company I would contact the other approved ******** provider but that would mean starting all over again. Unfortunately, I did not keep records of dates & time called, so dates will be approximate. I never expected this level of indifference or incompetence. Of course, I was told no name could be given out.

Desired Settlement: Delivery of equipment (fitting).

Business Response:

Item # 1: 

Ms. ***** contacted the Better Business Bureau advising of her frustration with the delay in getting an appointment with Apria Healthcare for her mask fitting.  She advised she had been trying for two months to get the appointment set up.  She further advised that when she called she would receive inconsistent responses from various Apria agents in regards to why there was a delay in getting the appointment.  At one point she was given an appointment and later discovered Apria would not be able to bill the insurance for her based on missing documentation.  She was reaching out to request a formal review of her account with a clearly defined explanation of what was necessary to move forward so she could obtain her much needed pap supplies.

 

RESPONSE

Upon receipt of this concern the account was reviewed and we attempted to contact Ms. ***** on 08/05/2015 to advise her of the outcome of the review.  It was noted that the order originally came to Apria on 05/26/2015.  Upon receipt of the order a request was sent to the physician for missing documentation.  Specifically, a copy of the sleep study, a copy of the re-pap face to face and a copy of a compliant device download.  All of the items are required to be on file prior to billing ********.  Unfortunately due to Apria agent error, the request for the prescription for the mask refit was not submitted to the physician.  It is noted that Apria did have several conversations with Ms. ***** but it appears that during each conversation the information Ms. ***** received was either inaccurate or incomplete.  At one point an appointment was made for the mask fitting but at that time Apria did not have a prescription for it so the appointment was cancelled.  On 08/05/2015 after receiving this concern we reached out to the physician specifically asking for a prescription for the mask refit.  It does appear that all other documentation has been received.  We have left voicemail for Ms. ***** to contact us, providing her a direct contact number.  Once the prescription is received we will move forward with making the mask refit appointment.  When speaking with Ms. ***** we will offer an apology for the frustration she has experienced in her dealings with Apria.  Clearly this has been a frustrating experience for her.

 

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.MESSAGE FROM BUSINESS:

Item # 1: 

Ms. ***** contacted the Better Business Bureau advising of her frustration with the delay in getting an appointment with Apria Healthcare for her mask fitting.  She advised she had been trying for two months to get the appointment set up.  She further advised that when she called she would receive inconsistent responses from various Apria agents in regards to why there was a delay in getting the appointment.  At one point she was given an appointment and later discovered Apria would not be able to bill the insurance for her based on missing documentation.  She was reaching out to request a formal review of her account with a clearly defined explanation of what was necessary to move forward so she could obtain her much needed pap supplies.

 

RESPONSE

Upon receipt of this concern the account was reviewed and we attempted to contact Ms. ***** on 08/05/2015 to advise her of the outcome of the review.  It was noted that the order originally came to Apria on 05/26/2015.  Upon receipt of the order a request was sent to the physician for missing documentation.  Specifically, a copy of the sleep study, a copy of the re-pap face to face and a copy of a compliant device download.  All of the items are required to be on file prior to billing ********.  Unfortunately due to Apria agent error, the request for the prescription for the mask refit was not submitted to the physician.  It is noted that Apria did have several conversations with Ms. ***** but it appears that during each conversation the information Ms. ***** received was either inaccurate or incomplete.  At one point an appointment was made for the mask fitting but at that time Apria did not have a prescription for it so the appointment was cancelled.  On 08/05/2015 after receiving this concern we reached out to the physician specifically asking for a prescription for the mask refit.  It does appear that all other documentation has been received.  We have left voicemail for Ms. ***** to contact us, providing her a direct contact number.  Once the prescription is received we will move forward with making the mask refit appointment.  When speaking with Ms. ***** we will offer an apology for the frustration she has experienced in her dealings with Apria.  Clearly this has been a frustrating experience for her.

 

Sincerely,

 

 

****** *****

Area Customer Service Manager

 


I was told on August 10, 2015,  by an Apria Representative the prescription was received from the doctor on August 7, 2015 and that it would take 3 to 6 business days for that "SOMEONE" to call me to discuss the mask fitting. This is Apria doing business, as usual.  I am getting the same run-a-round about the elusive "SOMEONE" calling me; while I am still without the much needed equipment. I have alerted ******** of my dilemma and  I have asked my doctor for a referral to another equipment vendor. I am waiting for her response.  I am not sitting idly by waiting on Apria, I am doing all the insurance industry will allow. It is obvious to me Apria wants nor values it's ******** clients.
Thank you so much for your timely response.

Regards,
 
******* ***** 



Business Response:

 

RESPONSE

Upon receipt of Ms. *****’s concern I reviewed the account.  It appears that Ms. ***** actually had the appointment for the mask fitting on 08/17/2015.  Notes in the account document that Ms. ***** was provided a new mask during the office visit.  I attempted to contact Ms. ***** but received voicemail that her phone was not currently working.  I did leave her a voicemail with my direct contact number for any future concerns and I will be offering her an apology for the frustration she experienced. 

 

 

Sincerely,

 

 

****** *****

Area Customer Service Manager

 

8/18/2015 Billing/Collection Issues
8/18/2015 Problems with Product/Service
8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is both a customer service and billing issue complaint.Apria: 1) sent Bi-PAP machine pre-authorization paperwork to wrong doctor, 2) submitted wrong claim paperwork/info to insurance company, 3) does not answer phone when insurance company or I call (three weeks of attempts and on hold up to 45 minutes, then disconnected), 4) is not responding to doctor requests to send him necessary pre-authorization paperwork, even though doctor DID speak with them directly, and 4) is now billing us for charges that would be insurance reimbursed if they provided paperwork to correct doctor and correct claim paperwork to insurance company.

Desired Settlement: Want them to contact insurance company to initiate appeals process, as insurance co cannot contact them; want them to contact us for any info they require to do this; want them to send doctor the necessary (& already requested) paperwork. & if not willing to do above, would like them to GIVE us the Bi-PAP machine free, as we (& insurance) have already expended MORE than $1,600 (the cost of a machine) in time spent trying to resolve the issue (lost time from work, etc.)

Business Response: Item # 1:
Mr. ****** stated Apria Healthcare has sent pre-authorization information to the incorrect doctor and he is requesting that we contact his insurance company to request an appeals process and provide paperwork to the correct doctor and correct claims billed to the insurance.

RESPONSE:
We have reviewed Mr. ****** account and confirmed that his insurance *** denied claims for dates of service April 29, 2015 through June 29, 2015 as not medically necessary due to the authorization being denied. We contacted *** to confirm why the authorization was denied and was informed that they need clinical notes from the doctor for review. At that time we submitted the medical records on file for authorization review and requested the clinical notes from Dr. ***** and the authorization was still denied.

On July 20, 2015 our insurance team sent an appeal request to Mr. ****** insurance *** with the required documentation and currently awaiting payment status from them. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,

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

Consumer Response:

CONDITIONALLY accepting business response.  Since wrong info was provided to ****** ****** **** (***) the first time, need to first see the outcome of Apria's appeal to see if they actually submitted the correct information (Dr., etc.) this time before accepting the response.  Also depends on if the appeal was too late (due to length of time it took to get reach and get a response from Apria).  If the appeal is determined by *** to be too late and the claim is still denied, would like Apria to bill for only the deductible/copay that would have been required if *** had approved the claim.  

IF the correct information has been provided to *** for the appeal and *** determines the appeal was timely made, THEN happy with Apria's response.

Thank you.  

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

8/17/2015 Problems with Product/Service | Complaint Details Unavailable
8/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria HealthCare cause my **** *** credit card to be supsended due to having me to *** for service my insurance company paid for. I contacted Apria Healthcare which is hard to do because of the hold time (over an hour) on any given day. I finally got a hold of ****** in billing on 7/7 whom agreed to refund 270.01 back to my *** **** card. ****** stated this would take 2 or three business day. Which of today the 270.01 has not been refunned back to the card and I am having to payfor all provider co-pays and prescription out of pocket becaused the card will remain suspended until Apria Health care credit my. card. I spoken with someone from Apria customer sevice department everyday last week without help. I asked for billing each time after waiting over an hour each time either to be transfered to the incorrect department (whom put me back in holding) or to be drop from the line. It is extremly hard to reach any staff at Apria that can assist. I tried to utlized their website but once you try to send the message it searches and then you get an error screen. I have made so many attemps to contact Apria to resolved this issues the last been Friday 7/17/2015. The first call was 1hr 8 min 23 sec in which an 1 hr was hold time. I was than transferred and wah on hold for 15 min only to be transferred to a lady in the auth/precert department. She tried to contact management 2 staff members were out and the other was out for the next 2 hours. I asked each person that I encounter to have some one from management to contact me without success. I will not be able to use my *** **** card for my doctors appt, procedures or anything else because of Apria Health Care whom is putting my Health at risk. From day one business with Apria Health Care has been a Night Mare. They violated my privacy rights by leaving health care information on my brother recorder. I have my cell phone log to validate the times/ dates I tried to solve this issues. Help. I have upcoming appts. Thanks

Desired Settlement: 270.01 refunded back to my *** **** Card. Dreceased wait time on the phone to NO More then 15 min. Hire more staff to assist with billing questions. A working website Allow all staff to read notes to better assist customers Have management available for call elavation.

Business Response: Item # 1:
Ms. ****** stated that Apria Healthcare has caused her to have to *** for services her insurance company paid for and is requesting that we refund $270.01 back to her **** *** Card.

RESPONSE:
We have reviewed Ms. ****** account and confirmed that we processed a manual refund of $270.01 back to her **** *** Card on July 27, 2015. The refund should reflect on her credit card within a few days or however long it takes the credit card company to process the payment. We are currently in the process of hiring more staff to alleviate excessive hold times and to also ensure better customer service in provided. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.


Sincerely,

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



8/14/2015 Problems with Product/Service
8/14/2015 Billing/Collection Issues
8/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Apria billing dept. concerning a charge to my credit card of $497.52 on July 10, 2015. I had also been charged a total of $18.17 a month since January 2015 and $17.90 from August to December of 2014. I was told that these charges are for the rental of my husband's CPAP machine. In 2014, we had ****** ****** *********. Our insurance paid $71.60 a month from August to December 2014. In January of 2015, our insurance changed to ****** ******. We were not aware that we were to notify the company if insurance changed. So, in July of 2015, we are being told (for the first time) that we now owe all rental charges from January 2015 - July 2015. Due to the $18.17 montly charges being deducted, we were under the belief that there was no problem in billing. It was explained to me that insurance had never been filed with ****** ****** even though they did receive new insurance information in June. They had no plans of filing with our insurance and instead charged my credit card. I could never get an answer when I asked how often they charged insurance companies for rental equipment. If they are charged monthly, then when they should have tried to charge ****** ****** in January it should have come back denied due to no longer having that insurance. This is when a courtesy call would have been nice to inform us that our insurance was denied and we could have fixed the problem instantly. OR let us know at that time that we were due to pay the entire $90.84 the month of January in rental fees. Instead Apria continued to let the bill stack up to $497.52 before we were ever notified. We get a phone call in July stating that we have a delinquent bill of $497.52. Telling me in July that I have a delinquent bill indicates that previous bills had been sent. This is NOT the case. We have NEVER received a bill from Apria. $1054 has been paid toward the use of this machine that costs $1,124.61. But now I am being told that all payments will start over.

Desired Settlement: I want Apria to except the $1054 they have recieved in payment and consider the machine paid for once the total payment price of $1124.61 is reached OR refund me the $497.52 due to the lack of billing notification from their company. I was told by Apria that even though $1054.04 has been paid toward the use of this machine ($700.42 from me and $353.62 from ****** ******) my new insurance, ****** ****** and myself, will continue to be charged until they have paid for the entire machine again.

Business Response:

Item # 1: 

Mr. ****** stated his credit card was charged $497.52 on July 10th, 2015 for the rental of his CPAP machine because Apria ******care did not have the correct insurance on file. He stated he was not aware that he was to notify Apria if his insurance changed.

 

RESPONSE:

We have reviewed Mr. ****** account and confirmed that he received his CPAP unit on August 1, 2014 and at this time he signed our Sales, Service and Rental Agreement authorizing his credit card to be placed on file to be charged for any services not covered by the insurance. We billed Mr. ****** insurance ****** ****** for the monthly rental of the CPAP unit from August 1, 2014 through December 4, 2014 and they paid his claims at 80% and his credit card was charged a 20% copay of $17.90. We continued to bill ****** ****** insurance for the monthly rental for January 4, 2015 through June 4, 2015 and claims were denied as no coverage; therefore Mr. *****’s credit card was charged the entire monthly rental of $72.67.

 

We received Mr. ****** updated insurance ****** ****** on June 23, 2015 and have billed for July 4, 2015 monthly rental of the CPAP unit. At this time we are currently working with ****** ****** to obtain an authorization to cover services for January 2015 through June 2015 for their portion of the monthly rental for the CPAP unit and once claims processing is complete we will then confirm if a refund it due and if so the exact amount. Under the new insurance plan agreement with ****** ****** Mr. ****** CPAP unit will continue to rent for eleven months and will then convert to a purchase in which he will then own the equipment. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was directed by my insurance company to contact Apria for rental of a knee walker. I contacted Apria and was told what information they needed from the doctor. When I spoke with the nurse she asked if there was any other company I could use because they were extremely difficult to deal with. She sent the required information on July 6th. I called Apria on Tuesday July 7th to check if they had received the information needed from the doctor. They said yes and that it would be processed this week. I called again July 10th and was now told they don't carry knee walkers. This is the same company that also tried to take the wheels off of the walker in the hospital and put on their walker without wheels because they brought the wrong walker. The next day as I was getting discharged two different people showed up with correct walkers. When my husband contacted Apria to make sure we weren't double billed they had no record of me in their system yet they withdrew money from my checking account. I will never use this company again for anything. This is the poorest run company I have ever seen.

Desired Settlement: I only want the public to see this before the same thing happens to them.

Business Response:

Item # 1: 

Ms. ****** stated she was directed by her insurance company to contact Apria Healthcare in order to rent a walker.  She stated she contacted Apria and was informed of the documentation needed from the doctor to process the order and sent the required information but was then informed that we do not supply knee walkers.

 

RESPONSE:

We have reviewed Ms. ****** account and confirmed that on July 6th, 2015 we received patient demographics from the doctor office but there was no prescription included with the information. We received the prescription on July 7th, 2015 for the knee rollator but the diagnosis code needed to submit claims to the insurance was not on the prescription; therefore we requested the information and did not receive it until July 15th, 2015. At that time it was confirmed at our local office that the knee rollator would have to be ordered.

 

Ms. ****** called our office on July 15th, 2015 and stated to cancel the order for the knee rollator because she has already purchased one. There is no record on file that we charged Ms. ****** checking account for the equipment. We apologize for any inconvenience this may have caused. 

 

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

 

 

8/14/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My wife has been a patient for several years and when we go on vacation we would contact the travel department to have a concentrator and tanks delivered to the hotel. When I called this time I was informed that there will be a charge of $295.00 for del and pickup. In the past there was no charge and now we have to pay $295. This is an outrageous charge which means that we have to put this additional money in our vacation budget. I dont see where this charge is justified. The alternative is to cart the concentrator to the hotel which is not an easy thing to do for seniors. I am not happy with the way this company is taking money away from people who cannot afford it.

Desired Settlement: I would like the charge refunded as this charge goes beyond reasonable and I don't believe it is fair.

Business Response: Mr. ******* wanted to be refunded the delivery charge for the Oxygen that we delivered for Mrs. ******* while they were on vacation.

For many years Apria Healthcare was able to provide our patients with additional equipment when they travel, free of charge. As the healthcare industry has undergone numerous changes and cutbacks recently, we found it necessary to modify our program as well. We do still offer a no charge option for our patients to ‘borrow’ additional equipment for their trip, if they pick it up at a local branch. There is a delivery fee incurred by the customer when we are needed to deliver and/or retrieve the equipment at the travel destination.


Sincerely,
******* ****
Customer Quality Supervisor
******** ***** ******* Travel Department

8/14/2015 Problems with Product/Service
8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: What my complaint all boils down to in simple terms is Apria healthcare has double charged me. I have all the documentation showing I have already paid them with my debit card they have on file. They after three months of dealing with this tell me that they refunded all the charges back to me and then turned me over to collections. Don't understand this and didn't receive that money back from them. I have proof all this. I specifically asked them how they paid it back to me she told me they put the money back on my debit card. When I told the collection agency this Apria had told them they wrote me a check. I never received this money not sure why they say they needed to return it to me anyway. I returned my machine in Janurary and they added these charges on in February after I had already returned the machine. I guess there isn't anyone that can help with this I have even contacted our Senator and others. I paid it a second time to keep it from ruining my credit. There will be more charges to follow they aren't done yet. Product_Or_Service: c-pap machine rental/supplies Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund I would like all my money back that they have double charged me on and to correct the charges that they say I still owe.

Business Response:

Item # 1: 

Ms. ************* stated she would like to receive all her money paid for double billing and for her account to be corrected for charges that are still outstanding.

 

RESPONSE:

We have reviewed Ms. ************* account and confirmed that she received a CPAP unit and CPAP supplies from Apria on August 22, 2014. At this time Ms. ************* signed our Sales, Service and Rental Agreement authorizing her credit card to be placed on file for any charges that are not covered by insurance. The charges paid by patient were for dates of services August 22nd, 2014 through December 22, 2014 and they reversed them off on February 10th, 2015 and a refund request was submitted for those amounts to be received in check form.  The last billing date on Ms. ************* account was date of service December 22, 2014.

 

I have removed all outstanding balances in collections and Mr. ***** ******* is no longer responsible for those charges. At this time his account reflects a zero account balance with a claim pending under the insurance for $26.32 for date of service 9/22/14 for the CPAP unit rental before the equipment was picked.  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,

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


This is what I'm not understanding. You say you reversed charges and gave me my money back in check form. Why would you even do that? I have never purchased something and then been given my money back and keep the product. That is unheard of.  After many phone calls to your company and the collections agency one of your people told me when I asked her specifically how was this money returned to me she said it was put back on my card that you have on file ending in ****.  It didn't get put back on my card. The collection agency told me in your letter to them you stated  a check had been issued to me. This isn't the case either. If you think it is I would like proof . A photo copy of the check showing date issued, amount of check, showing my signature,  when and where it was cashed. I don't feel like that is an unreasonable request. The only check I have ever received from your company was written on 12/9/2014 in the amount of $100.25. This was issued to me because not once but twice your company without notifying me withdrew $100.25 from my account. This was money the insurance company owed and they denied it at first because you failed to send a certificate of necessity which is basically my prescription from my doctor. After this was received my insurance company paid you but you hesitated to give me my money back. The other $100.25 I had to dispute it through my bank and it was returned to me. I have always felt that this is why you have given me such a hard time with all of this. I have double paid you in the amount of  $133.42 and would appreciate my money refunded in a timely matter. I contacted the collection agency about the last bill for $26.83 that you sent me. They said Apria recalled it and said I have zero balance. Thank you for that, it was also a bill that you already received payment leaving a zero balance.  **** *************  7/29/2015

8/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In November of 2014 I was contacted by Apria's automated system to renew my CPAP supplies. During this process they automated system verifies that you are using the CPAP, that you want the new supplies, and then ask if you have a change in insurance. I answered yes to all three of these questions. I was billed in December for the supplies with my copay, which I paid. I was then contacted in January asking for my new insurance information, which I provided. I was then called in February asking for the same information which I then provided again. I was then asked in march for the third time for the same insurance information, which finally got updated. In May I received a bill from Apria stating that I didn't notify them in time of the new insurance and that I was responsible for the remainder of the bill, totaling $91.65. I explained to the representatives that I would not be paying this as I had provided the information to them in a timely matter, and was told that I needed to call up my insurance company to argue with them about it. I told them I would do no such thing, and that it was their responsibility to bill the new insurance correctly, and had they done that on time, this would not be an issue. I continued to receive calls from Apria trying to collect the payment. When I asked to speak to a manager I was told that they would just tell me the same thing. After further insisting, I was told that a manager would call me back, which I have not received to this day. On July 12,2015 - they referred the bill to collections. If I was the only one who had this issue I would be questioning myself, but a quick google search of "Apria Complaints" yields a plethora of similar cases to mine.

Desired Settlement: Apria should write off the $91.65 and withdraw the bill from collections.

Business Response:

 

Item # 1: 

Mr. ******** stated he provided Apria Healthcare his updated insurance information on several occasions and is now receiving a bill for $91.65 because the information was not updated in the system in a timely manner.

 

RESPONSE:

We have reviewed Mr. ******** account and confirmed that he received an automated system request from us to order CPAP supplies on 12/02/14. At that time the system requested his updated information but it does not reflect in our system we added the new information; therefore I have removed Mr. ******** balance from collections for $91.65 and he is no longer responsible for those charges. 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,

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

8/10/2015 Billing/Collection Issues | Complaint Details Unavailable
8/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been ordering medical supplies from Apria for some time now. On June 26, 2015, at 11:38 a.m., I ordered supplies and authorized a charge to my bank card in the amount of $29.49. The next day, I looked at my bank account online, and saw that charge AND another charge from Apria, which was NOT authorized, in the amount of $167.14. I called my bank, and they told me that the additional charge was put through at 10:30 p.m. I called Apria, and was told that was "just the rest of the charge for my order." I told them no one had informed me of any additional charges, and that I had not authorized any additional debits to my account. They said they could not cancel the charge to my account. I said that if that was the charge for the order, that I wanted to cancel it. They said that only Customer Service could cancel an order, told me they were available on Saturdays and transferred me to Customer Service. It turned out to be someone in a warehouse who had no record of the order at all. I called again on Monday, and after waiting the usual half hour on hold, was told by billing that the additional charge was because I had not met my insurance company's annual deductible. I told them that I had met the deductible, but they refused to reverse the charge to my account. I was told they would "elevate" my complaint, but I have not heard ANYTHING back from Apria. **** ***** confirmed that I had met my annual deductible in January of 2015, and that Apria clearly knew this, since they had not charged my extra for the previous order with them in May of 2015. I never authorized Apria to charge my card whenever they wanted to. I have always told them that they would have to tell me the exact amount to be charged and get my authorization before doing so. I authorized only $29.49. Just because you give a business your card information to pay for a product, does not mean they can steal your money whenever they want to.

Desired Settlement: I have disputed this charge with my bank, and they have issued me a provisional credit. I expect that Apria will refund my money to *** **** when contacted, since the debit was clearly unauthorized. I want this complaint to be available to others who investigate Apria Healthcare, so other consumers can be wary of doing business with this company. I will never again do business with this unethical, unprofessional and poorly-run business.

Business Response: Item # 1:
Credit Card Unauthorized

Response:

Ms. **** claim was billed to the insurance they denied her claim stating maximum benefit was met at that time Ms. **** had a credit card on file with Apria Healthcare authorizing future charges. Collections/Billing Center ran credit card for charges not paid for by insurance. Ms. **** has disputed charges with her bank therefore when request from the bank is submitted we will refund them the money. At that time balance will be then adjusted off as patient is no longer responsible for the charges. We apologize for any inconveniences this has caused.



Sincerely,

*** *****

8/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called 6/24 at 257pm ET to order supplies for my daughter's pulse oximeter. I was assured they ordered 8 leads and they would be delivered to my house by Tues wed of following week. I called 7/2/2015 after I had not yet received them and they indicated the order on 6/24 was not placed. My daughter needs leads to use the machine. She needs the machine to monitor oxygen when she sleeps due to seizures. This customer service and reliability for critical medical equipment is unacceptable.

Desired Settlement: Bring me 8 leads as promised asap as there are no functional leads left. Ensure orders are placed when speaking with customer service and provide email confirmation of orders to hold apria accountable.

Business Response:

ITEM # 1: Ensure orders are place when speaking with customer service and provide email confirmation of orders to hold Apria accountable.

RESPONSE: The original order for two (2) oximeter probes was placed with Apria Healthcare on June 24, 2015.

During the order qualification process Apria determined Ms. ********’s insurance carrier would not cover these supplies based on utilization requirement, prior to date of service July 9, 2015.

Ms. ******** was informed on July 2, 2015 that Apria would supply the oximeter probes at no charge and requested customer pick up at the ******** ************ branch location.

The supplies were not picked up and were shipped to the patient at no charge on July 6, 2015.

As part of Apria’s order qualification process, all orders are verified through the patient’s insurance carrier to ensure we comply with utilization restrictions and the patients are aware of insurance coverage levels/patient out of pocket costs. The process timeline varies but Apria strives to meet customer needs with every order.

Apria does not currently have a process to send email confirmation to patients upon receipt of orders however, automated/on-line functionality is expected to be released in the future for patients to order supplies. Some supplies are currently available for order on-line at the Apria.com website.

Sincerely,

**** ****

Escalation Desk Manager

 

8/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered head gear and tubing for a CPAC machine and Apria gave us a CPAC machine. We were told that the full cost would be $16.96. That's all I ok'd for them to bill me on my Credit card, they billed me for $51.50. Which we had the credit card company take the difference off. We had talked to our rep. *** ******* about the problems plus they started charging us a monthly fee which was never discussed with us. *** ******* said that they would refund all our monies $34.54 which the company did . Now they are sending us bills and call about delinquent bill the amount is $34.54. We have not spoken to another rep. *** ****** at Apria and she said that this bill would be written off. Date 6/19/2015 . Today we received a call from Apria about our delinquent bill . That was supposedly all taken care of by ***. Tired of talking to the Reps . They don't seem to be getting the job done.

Desired Settlement: I want this bill gone like I was promised and the harassing calls to stop

Business Response:

Item # 1: 

Mr. ****** stated he would like the charges on his account adjusted off and the calls he’s receiving to stop.

 

RESPONSE:

We have reviewed Mr. ****** account and confirmed that he received his CPAP machine and supplies on February 18, 2015. At that time he signed our Sales, Service and Rental Agreement acknowledging that the CPAP machine would be a rental and that his credit card would be placed on file to automatically charge for any services not covered by the insurance. Mr. ****** monthly rentals were adjusted off for the monthly rentals and supplies received for dates of service February 18th, 2015 through April 18, 2015 after approval from our branch manager.

 

 Mr. ****** account now reflects a zero balance and there are no outstanding claims pending with the insurance 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:

I'm OK with the results. It is a shame this company would not listen to their customer, however they seem to to have responded to you the BBB> Thank you for your assistance within matter.

**** ******

 

8/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received invoice dated 04/02/15 for services in amount of $136.01 which stated 30-60 days due.No itemization of charges. Tried to reach Apria on 04/08/2015 at 3:27 PM, hold time 68 minutes for call to be answered. Called ***** at CPAP supplies who suggested I write to Apria Healthcare, ***** ********** ** **** ******* ** *****. Tried to call again 04/10/2015 at 12:55 PM Hold Time was 43 minutes. On May 1, 2015 called Apria and talked with "*****" who explained services were for service dates of 10/06/2014 in amount of $8.58 which was double billed; 01/07/2015 charges of $92.64, and a 01/08/2015 charge of $34.79. I explained I have Explanation of Benefit forms from **** *****/**** ****** of ******** showing they had paid the January 7 and 8 charges on March 6, 2015 to Apria in the amounts of $64.28 for nasal application device; POS airway pressure tubing in the amount of $15.22, and pos airway pressure filter in the amount of $14.64 for a total payment of 01/07/2015 charges in the amount of $94.14. The charges for January 8 in the amount of $34.79 were paid on March 6 by ***** in the amount of $35.36. I sent copies of ***** *** statements showing these payment with a letter on May 1 to the ******** ** address given to me by *****. On May 11th I received a letter from ******* *, Billing Center Quality Specialist, letter dated May 5, 2015, saying there was still a balance of $127.43 for January 2015 claims. I figured letters crossed in mail. On 07/13, 2015 I receive another billing statement I owe the $127.43. Can someone help with this company. Reviews of company on internet reflect I am not alone in trying to get billing issues resolved. The latest billing says insurance states no coverage. ***** personnel have called Apria to try to get billing issues straightened out. My insurance covers durable medical equipment 100%. No deductible. These are charges for CPAP machine supplies.

Desired Settlement: DesiredSettlementID: Billing Adjustment Post the payments made by ***** to my account which should then show a zero balance.

Business Response:

Item # 1: 

Ms. ******* stated she received a billing invoice for $127.43 from Apria Healthcare that has already been paid by her insurance ****.

 

RESPONSE:

We have reviewed Mr. ******* account and confirmed that she received a billing statement dated July 2nd, 2015 for CPAP supplies she received amount $127.43 for date of service January 7th, 2015. The claims reflected they were denied as no insurance coverage in error as the insurance paid the claims in full on July 14th, 2015. At this time Mr. ******* 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

 

 

 

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,

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

7/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint is being filed on behalf of my deceased father, ***** *********, who had Alzheimers and myself, ****** ********* who was his POA and MPOA for the last years of his life. My father had ****** ********** health insurance. As part of his insurance, he was allowed durable medical equipment, like a semi-electric bed at no charge. The memory care facilities he stayed at requested that he have a full-electric bed to ease the burden on his caregivers in lowering or raising the bed. Apria Healthcare the contract provider of durable medical equipment for Kaiser Permanente. We paid Apria Healthcare a monthly upcharge of roughly $26 for a full-electric bed versus the semi-electric bed covered by Kaiser Permanente. In February 2014, my father, via his Kaiser Personal Care Physician, was moved to Hospice care. Under Hospice, the hospice company provides durable medical equipment under Medicare. The memory care facility, Applewood Our House at **** ******** ******, ******, **, house manager, ******* requested 21 times over the next four months for Apria Healthcare to pick up their equipment. Apria came several times and picked up the oxygen equipment, the wheelchair, but refused to take the full-electric bed. Even though the full-electric bed had an Apria Healthcare label, they Apria worker would state that Apria had a new label and it was not their bed. Apria finally agreed to take the full-electric bed in May 2014. Unknown to our family, Apria Healthcare began charging my father ******* account (*********) the full amount of $135.08 for a semi-electric bed on February 20, 2014. In some cases double billing the months. The family did not receive a bill until May 2015. When contacted Apria stated the bill had been sent to collections and called me a Deadbeat. After filing complaints with Apria Healthcare and Kaiser, I got a call and letter from Apria stating it was their error and the charges were cleared. However, new bills arrive for the charges.

Desired Settlement: The charges for a semi-electric bed by Apria Healthcare, are completely fraudulent. My family wants Apria Healthcare, to 1) Stop these fraudulent charges immediately, my father never had a semi-electric bed provided by Apria, only a full-electric bed 2) Send a letter to my family c/o ****** ********* stating that the Apria charges were fraudulent and apologizing for said fraudulent charges 3) Apria to inform all collection agencies that their charges were fraudulent and that no collections are required and 4) Inform all credit agencies that the Apria charges were fraudulent so as not to effect the credit rating of any members of my family, including my deceased father. There is just something wrong when a company, like Apria Healthcare, is allowed to fraudulently charge for equipment that was never provided to an Alzheimer's patient and his family without sending a bill so the family can show the charges are fraudulent, send to collections without notification. This is WRONG.

Business Response:

Item #1

Mr. ********* states his father was being billed fraudulent charges for a semi-electric bed. He stated he received a call and a letter stating the charges were cleared and that it was an Apria error. However, new bills arrived for the charges.

 

 

 

RESPONSE

I have reviewed the account. On June 8, 2015, ****** spoke with a representative in regards to the billing on his father’s account. According to our records, he was advised that a request for an adjustment had been sent along with a request for the balance in collections to be removed. A letter was sent to Mr. ********* on June 12, 2015 informing him that the balance in collections had been removed as of June 9, 2015. The adjustment that was pending with Apria was approved and cleared the system on June 24, 2015. Our records indicate, Mr. ********* was provided with this information as well on June 29, 2015. Our records also indicate a letter was sent to Mr. ********* stating there was a zero balance on the account and that the balance from collections had been removed. 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.


Although ******* ********, Billing Center Quality Specialist, claims that a letter was sent on June 29th, no letter was sent, so of course no letter was received.  I spoke with a supervisor, *******, on July 10th who told me this information that a letter had been entered for approval, but NEVER sent.  She was not sure why neither ******* or her co-worker, *** did not send out the letter.  ******* promised she would send the letters to me with copies sent to ****** ********** in Denver.  The letters are supposed to be from both Apria Healthcare and the Collection Agency showing the second bill of $675.40 for the charges on 12/20/14, 1/20/15, 2/20/15, 3/20/15, and 4/20/15 have been cleared and recalled from the Collection Agency. Until I have this proof documented and no other fraudulent bills arrive, this complaint will remain open.

Regards,

***** c/o ****** *********




Business Response:

ITEM # 1: 

Mr. ********* stated that he was informed a letter was sent to him on June 29th, 2015 and he never received the information and until he has documentation as proof that no additional bills will arrive the issue has not been resolved.

 

RESPONSE:

We have reviewed Mr. ********* account and confirmed that on June 12th, 2015 and June 29th, 2015 a letter was completed by our representatives and sent to patient address we have on file.  We are unsure why patient did not receive the information; however I have sent copies of both letters to Mr. ********* and also additional copies in order for him to send the information to Kaiser’s correct address.

 

I have also sent a request to our Collections Agency in order for them to send a letter as confirmation that all charges have been removed and are no longer patient responsibility. At this time Mr. ********* account reflects a zero balance and will no longer receive bills for 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

 

7/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid my bill on June 22, 2015 in full for $36.78 complete with confirmation number. My bank shows a fully processed transaction for the amount of $36.78 to APRIA ************ CA 06/22. I made this payment through their e-pay website. I have been receiving phone calls from them every day this week about making a payment despite the fact that I made a payment on the 22nd of June. I finally tried to call them and the first person I spoke to couldn't understand English and then the second person I spoke to told me I still have a balance owing and THEN when I provided the confirmation number received from their website he put me on hold for a while and then finally came back and started with the garbage of "hello? are you there?", etc. and then finally hung up on me. This is undue harassment by Apria. Additionally, when first getting their service for oxygen needed for a few days due to nasal surgery and I was supposed to get service by 6pm. But nobody showed up so my wife called for me because I wasn't in condition to talk on the phone and she sat on hold for over half an hour only to find out the order had been cancelled for some unexplained reason. My wife was told 1 hour or so, 3 hours later nobody. She calls again, on hold for 1.5 hours, now 11:30PM at night and FINALLY getting a technician out. Technician was awesome but because of pathetic customer service, he didn't get there until AFTER midnight! 3+ hours of being on-hold, having to be up until 2AM after having surgery because of these donkeys is unacceptable.

Desired Settlement: I want a refund of my charges out of pocket and formal acknowledgement from Apria that they are a bad customer service company with incompetent staff due to what is likely cost-effective hiring measures by hiring out to India and a really lousy computer system.

Business Response:

Item # 1: 

Mr. ******** stated he would like a refund for his out of pocket charges and for the poor customer service that was provided to him to be acknowledged.

 

RESPONSE:

We have reviewed Mr. ******** account and confirmed that we billed him for date of service March 26, 2015 in the amount of $36.78 for his oxygen equipment. The amount billed to him was his co-pay amount that was due after the insurance made payment. Mr. ******** paid the amount on June 22nd, 2015 and the payment did not apply to our system until 6/29/15; therefore in between his payment being applied he received the phone calls in error.

 

There was a delay in Mr. ******** receiving his oxygen equipment at the initial time of service because the incorrect address was provided resulting in the equipment being processed in the incorrect area but the issue was corrected.  We received a call for the pickup of Mr. ******** equipment on 4/21/15 and the pickup was completed on 4/24/15; therefore Mr. ******** is responsible for date of service 3/26/15 and we are unable to process a refund for that charge because he still had the equipment.at that time. We apologize for any inconvenience this may have caused. 

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

7/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My insurance directed me to deal with Apria Healthcare for CPAP therapy/equipment. In the mail, I received defective tubing (it had a hole at the distal end of the tube causing a leak). I found it the first time I tried to use it. I have been in contact with Apria healthcare's "customer service' for over a month. I have been in contact with them for at least five times. At first they offered to send a replacement that I would have to pay for, then they contacted me and told me that tubing was enroute free of charge. It never came. the was falsity number one.In the interim time period, I was provided two new prescriptions for a change of equipment (tubing and mask). Those prescriptions and the authorization to Apria Healthcare was sent on 24 April. They did not contact me until the week of June 7 (June 10 or 11). At that point, I advised the Apria caller that I needed to have the tubing issue fixed.I then received a call from their customer service again, asking me about the tubing, we were approaching a half dozen interactions at that point. The customer service representative said she would get back to me in the same day (she did - 15 June). She advised that they altered the bill with *********** (their billing company). Today, I contacted *********** and was told that Apria Healthcare did not, in fact, revise the bill with ***********. That was falsity number two. I find that there has been a lack of integrity, a dysfunctional organizational communication loop, and incompetent from this company. Any and all customer service modalities are disingenuous. I am in ************ working with a ********** ** *******-related job tasking. My concern is that this company may have known that and are taking advantage of ***. I plan to speak with our JAG officer about this issue early next week; perhaps I can gain traction there for some advocacy. I have made formal complaints with my insurance provider, my sleep disorder practitioner, and ***********.

Desired Settlement: I would like either a refund or a replacement tubing. I am not able to leave my workplace unless I take leave to their office. The trip to **** **** from my location exceeds a one-hour timeframe for lunch and my leave options are limited. Subsequently, as the company has only provided delivery options and not honored their equipment to date, I have not been provided the option to go to their facility provide them with the defective tubing and get new tubing.

Business Response: RESPONSE: Mr. ******’s tubing will be refunded. Prior to July 13, 2015 this was the
stance Mr. ****** wanted to take with his PAP unit and supplies - The unit will be in
review how much will not be charged to *********** depending on the usage. Mr.
****** stated I was the 7th person from Apria to contact him on this matter. He no longer
wants any contact from Apria and will return the unit. He stated a prescription was sent
into Apria April 24, 2015 for a new mask because his current mask was not working. It
was past the 30 day exchange, but the mask did not work properly. A mask refit was
entered and Apria tried to contact Mr. ****** without success therefore the order was
canceled pending a call back from Mr. ******. Once the tubing was shipped he was told
he had to pay for it, but it should have been replaced under warranty, which this will be
refunded. Additional Mr. ****** will be contacting his JAG officer to see what legal
action he can take and contact *** ***** ****** letting them know to no longer send
patients to Apria and continue to stop patients from using Apria. I informed him I will
contact the branch manager to find out how much can be reduced for the cost of the PAP
unit.

After July 13, 2015 Mr. ****** has decided to stay with Apria. I would be his contact to
resolve his current concerns and once they are resolved the ***** team will continue
after. He stated he would call me back later that day, but I did not hear from him. I have
continued to leave him messages of the last two weeks to address his concerns. He did
say he is in the military and each time we spoke he was very busy. I have provided him
with my contact information in each message I have left for him. Once he calls me back
I will address his concerns and complete his order.

Sincerely,
***** *******
Customer Service Supervisor
Apria HealthcareTell us why here...

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. Mr. ******* has attempted to contact me, but my communication has been significantly limited due to travel and military-related exercises. Regards, **** **** ******

7/29/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare has failed to retrieve equipment that is no longer required as ordered by my Primary Doctor on Jun 18, 2015. The first pickup date was Jun 25 2015,between the hours 3:45 PM - 7:45 PM; No show and no call. On Jun 26 2015 new date was Jun 29, 2015, bbetween the hours 8:00 AM - 11:45 AM: Again, no show and Bo Call. At @:00 Pm My inquiry with Apria representatives' I was informed that the pickup was rescheduled for July 02.2015. The current scheduled pickup equates to 14 day delay in non-response by Apria. I also noted in an agreenebt for Assignment of Benefits (Which I did Not Sign) Apria states that rental fees are accessed until the equipment is returned. I will find out the legality of this matter as it may be a notivator for delays and no action by Apria.

Desired Settlement: Retrieve your equipment NOW. Ensure that no attempts are made to impose service charges during the entire delay period.

Business Response:

Item # 1:  Apria Healthcare failed to retrieve equipment that is no longer required

 

RESPONSE

Mr. ****** called to have equipment picked up on 6/18/2015 a pick-up order was generated at which time all billing on the equipment stopped.  Because the equipment is respiratory related a discontinuation order must be obtained from the Physician.  The patient was contacted on 6/29/2015 by our Respiratory Therapist and the pick-up was completed on 7/1/2015.

 

Sincerely,

 

 

 

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

Branch Manager

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Tne response is untruthful in that my primary Physician submitted the discontinue orderr on Thursday June 18, 2016.  The business scheduled pickup of the equipment 3 times over 14 days until final pickup on July1, 2015.  The equipment should have been picked up within 24 hours after the order tto discontinue. Refer to attached documents submittted with the original complaint.


Regards,

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



7/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I try to contact billing department to get clarification on a bill I am kept on hold for a very long time. If I do manage to speak to anyone I am referred to someone else, then referred to someone else and on and on with no clear resolution of my request. Just today I was on hold for 35 minutes and when someone finally answered the call and I said I have a question about my bill she hung up on me. They also billed me twice for the same item, once on a credit card and again a statement mailed to my home. I did contact my credit card company to have that charge taken off the bill.

Desired Settlement: I would like an explanation of my statement dated June 20, 2015 and I would prefer to be billed directly so that I can pay by check and better control my account. I do not want Apria Healthcare charging any new purchases to my ******** Card, I want to pay by check.

Business Response:

Item # 1: 

Mr. ****** stated he would like an explanation of the statement he received dated June 20, 2015 and would like to receive a billing statement and is requesting that his credit card is removed from automatic payments.

 

RESPONSE:

We have reviewed Mr. ****** account and confirmed that the statement he received on June 20, 2015 was for date of service May 20, 2015 for the monthly rental of his respiratory assistance device. We submitted claims to his primary insurance **** in which they cover his monthly rental at 80% and Mr. ****** was billed $104.44 which is his 20% copay amount that he’s responsible for. I have removed Mr. ****** credit card from recurring but the credit card will remain on file but will not be automatically charged. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

 

Sincerely,

  ********* ****   ********* ****

Billing Center Quality Specialist

7/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing this complaint as Power of Attorney for my mother, who has an account with Apria. It is my belief that Apria has billed my mother for equipment and services that are directly covered by medicare. In speaking with a customer service billing representative named ******, I asked that copies of all invoices from their company billed to my mother be made available to me, as I do not have copies and for some reason neither does my mother. I was informed that the billing balance on my mother's account is actually invalid and that the company is charging her for equipment and services that should only have been billed to medicare, not directly to the individual. ****** did state that she was taking my mother's account to zero balance and would send the information to another department for continued review and permanent correction. I do believe that Apria deliberatly overcharged or double billed my elderly, legally blind mother, thinking that they could collect twice on this service. Furhtermore, my mother has paid $311 to Apria and another payment of $15 to Apria. I believe these payments should be refunded to my mother, as the company may be collecting money from two sources, when the payments should be coming directly from medicare. Also, I have yet to see any invoices from Apria, as well as any invoice indicating the balance is now truly zero.

Desired Settlement: Refund any and all money to my mother that has been erroneously billed and bring her balance to zero with your company.

Business Response:

RESPONSE:

We have reviewed Ms. ****** account and confirmed that she received oxygen equipment from Apria on August 6th, 2014. For dates of services August 6th, 2014 through January 6th, 2015 monthly rentals an adjustment was entered because we were missing the 02 testing and the initial face to face clinical notes.  For dates of services February 6th, 2015 through April 6th, 2015 we still did not have the 02 testing and initial face to face clinical notes on file. Therefore claims were denied payment from Medicare and Ms. ****** was billed for the monthly rental for those dates of services and her credit was charged in the amount of $347.03 due to non-payment from Medicare.

 

I have mailed a detailed itemized statement of the billing to Ms. ****** address we have on file as requested. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

 

Sincerely,

 

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

 

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

Billing Center Quality Specialist

7/27/2015 Problems with Product/Service | Complaint Details Unavailable
7/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I utilize a CPAP machine that is currently leased through Apria. Even though I had met my maximum co-insurance for the calendar year 2014, Apria began to bill me directly for the machine. I called and asked why. Response was that I had not submitted my SD card to show compliance, a requirement from my insurance provider. I submitted the card/report and continued to get billed for November, December, January, February and March. Every time I would call I would get an answer that they had forgotten to bill the insurance but were changing that in their system. Well apparently it did not get changed until I called my bank and disputed the charge and to block that vendor from utilizing my credit card. I called several times asking for a refund which they agreed would be $564.12. This conversation occurred back in March 2015. Just yesterday I received a letter from them stating there would be no refund - that I had not complied with the requirements of the insurer, etc. That I should turn around and collect from my insurance provider. I didn't pay my insurance provider; I paid Apria and I expect Apria to refund my money. What are they people crooks? They pay my insurance provider $44 and change a month for the machine while I was being charged $107.42. Simply ridiculous.

Desired Settlement: I want a complete refund of the charges. No ifs, ands or buts!

Business Response:

Item #1

Ms. ****** is requesting a refund for charges that incurred from November of 2014 through March of 2015.

 

 

 

RESPONSE

I have reviewed the account. According to our records, we have requested for the patient to send in her SD card since July of 2014. We did receive the SD card in December and was able to obtain a compliant download. The patient was contacted and informed to have physician update the authorization with her insurance. The authorization was updated however it was effective from March 6, 2015 to April 5, 2016. The authorization did not cover the rental for November through February. Due to no authorization, the charges that were paid by the patient is valid and no refund is due at this time. We apologize for any inconvenience this may have caused.

 

 

 

 

Sincerely,

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

Billing Center Quality Specialist

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. Cannot reach anyone at local office. Phone configured to go to national office. There is ZERO customer service at a local level!2. Phone system is a gauntlet of number prompts, with prompts that don't necessarily match what you are trying to accomplish (and with no ability to get any "general" help, and with an initial wait time of at least 18-20 minutes and another 18-20 minutes with each transfer to another department.3. They are supposed to inform you before they charge your card (I was assured of this by 3 or more individuals.) Because they have breached this verbal contract with me, I've incurred return check charges. Accordingly, I wish to get away from their billing program and have been trying to get a payoff amount on my medical equipment for over 7 weeks now. Because I don't have time during the day to go through the steps mentioned in #2 above, I have faxed (7 weeks ago)and faxed and mailed (1 week ago) letters to the office manager requesting help, but I get no response.

Desired Settlement: (1) I want a payoff amount on my CPAP!(2) I want assurance that automatic shipment has been canceled. (After waiting 20 minutes on phone to get a person, she "sent an email to that department" but then gave me a number to call "if it didn't work and another shipment came." (3)If Apria really wanted to make it right, they'd comp me for the returned check fees I have suffered due to their not keeping their word to inform me BEFORE charging my card.

Business Response:

Item # 1: 

Ms. ********* stated that she would like the pay-off amount for her CPAP machine and assurance that automatic shipments for her CPAP supplies are discontinued. She also requested to be reimbursed for all bank fees due to not being informed before charges were placed on her account.

 

RESPONSE:

We have reviewed Ms. ********* account and confirmed she received her CPAP unit and supplies from our company on November 28, 2014. At the time of initial set up Ms. ********* signed a Sales, Service and Rental Agreement acknowledging that the CPAP unit would be a rental item; and that her credit card would be placed on file as recurring and would be automatically charged for any fees that are not covered by the insurance.

 

Under Ms. ********* insurance agreement with ****** the CPAP will rent for a total of 13 months then convert to purchase in which the she will then own the equipment. At this time the CPAP unit has rented for eight months with five monthly rentals remaining to bill for the equipment. Ms. ********* would have to request that an authorization is issued by her insurance plan ****** in order to discontinue the rental. I have also requested that automatic shipments to Ms. ********* are canceled.

 

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 complaint has not yet been resolved.  Though, after three unanswered communications to the local Apria office, a complaint to their upper management (********* *******), and then finally reporting them to the BBB (all of which spanned nearly two months!), I did finally receive a written response from a ******* L. at an Apria office located in ******** *********.  However, in that response, I was given misinformation about who needed to do what in order to get the resolution I seek (******* ** told me that I need to contact my insurance company).  When I contacted ****** (who answered my query in less than 48 hours), I was informed that it is APRIA that must contact ****** (the Client Intake Team *###-###-####) in order to start the process of getting a payoff amount on my CPAP. 
 
Because ******* *. has refused to provide me with an email address (I requested it in a letter I mailed on June 30), I have now had to mail ANOTHER letter to her today informing her of the correct steps that Apria needs to take in order to procure a payoff figure. (At this point, if Apria truly did care about customer service, they would just write off the balance of this machine!! If our law office had given this kind of service to a client (which we would never do!), we would have written off much if not all of their bill!) 
 
I now await a reply from ******* **.....who knows when that will happen.  (****** also sent a grievance form for me to fill out against Apria, which I will definitely be submitting.)
 
******** *********




7/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have ordered a quad-cane from Apria. I received a call from Apria saying that it would be delivered directly to my home. After more than a week, I called to get the status. I was told that it was being delivered. I waited again, and called Apria again. The rep this time said that it had never left the delivery origination due to a button that had not been clicked to initiate sending the cane. I was to get it the following day if FedEx delivered on Sat or Monday 6/27 at the latest. It did not come on Monday, so I called again. First, I called FedEx, they said they could not track a package without a tracking number. Then I called Apria. She could not give me status and said they did not have a tracking number on file. I am still waiting for the product, which FedEx finally tracked by my address and said would arrive on 6/30. Apria called on 6/30 to tell me that the package would be delivered, but I was told she'd call me back the night before. I had gotten the information myself in the meantime. In all this conversation, Apria could not tell me where the product would ship from, no tracking #, could not give me my account #, and were of very little help. I had to pay my co-pay billed portion before getting the item, for which I am still waiting delivery.

Desired Settlement: I would expect Apria to examine their Policy and Procedures and processes. I would expect that any customer service person could tell me my account number with Apria. I would expect that a Federal Express tracking number would be entered into the system. I would expect that before someone called me to tell me my item would be coming, that they would verify the process had been followed to initiate shipment. I would expect a Manager to get involved when I experienced so much misinformation and trouble trying to obtain a simple cane that they should stock locally.

Business Response:

Item # 1: Ms. **** ****yr was awaiting the delivery of a cane to her home.  After waiting for a week she began to try and track down the order.  She was frustrated with the level of service she was provided and felt that Apria should be able to provide tracking information for an item they had sent.   

 

RESPONSE:  Upon receipt of this concern we contacted the patient.  Ms. ****** advised that she had already received the cane.  She thanked us for returning the call and following up on the concern.  In review of the nature of the concern it is noted that additional coaching was needed.  We reached out to the agent involved in the order processing and provided the needed coaching. 

 

 

Sincerely,

 

****** *****

ACSM - California

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,

***** ******

7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company supplies me with a medical equipment known as a CPAP machine. My machine is malfunctioning. Trying to reach them by phone is impossible. After going through an enormous menu tree, I am put on hold, I gave up after about 10 minutes. I get my equipment from a local office in Lincoln Park, NJ, but I cannot reach the at that office. I am transferred to a central office and then placed on hold forever.

Desired Settlement: I need them to contact me to set up an appointment to have my equipment serviced. Since I cannot reach them, I want them to call me at ************.

Business Response: Item # 1: Customer is requesting a return call and an appointment to check his equipment

RESPONSE:

Mr. ********* contacted Apria on June 18, 2015 requesting an appointment for an equipment check. The appointment was scheduled with an Apria respiratory therapist on June 25, 2015 at 2:00 p.m. at our Lincoln Park, New Jersey location.

On June 24, 2015, Mr. ********* contacted Apria to reschedule his appointment. A respiratory therapist appointment was rescheduled for June 26, 2015 at 9:00 a.m. Mr. ********* did not show up for this appointment or contact Apria to cancel/reschedule.

The respiratory therapist has made multiple attempts to contact Mr. ********* regarding his missed appointment; voice mail messages were left on July 2 and July 7, 2015 with no return call.

At this point, no further action can be taken by Apria until Mr. *********’ s contacts Apria and his appointment can be rescheduled.

Apria strives to meet customer needs and provide quality customer service to our customers.


Sincerely,

**** ****
Escalations Desk Manager

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dr. prescribed me supplemental oxygen and ordered it through Apria 6/9/15. On the initial delivery I received broken oxygen equipment 6/9/15. I called Apria 5 mins after the tech left to let them know. I was promised that someone would come out that night to fix or replace it. I received no call and no delivery. The next morning (6-10-15) I called back and had to start all over,was promised that someone would come out that night. No one showed or called (although there was a scheduled delivery time. At 10 pm I called to find out what happened and was transferred 3 times and each time I had to explain the entire issue again. Finally I was told that I was being transferred to the "escalation" department. This person was very rude and told me that Apria's systems were down and that they could not help me and I had to call back at 8 am the next day. I explained to her that this was a delivery for oxygen and that I felt that it would fall under a category of importance. Apparently, oxygen is not important because she told me that there was nothing she could do. So, I called back on 6/11/15 and explained the situation to the representative, I am transferred again. Keeping in mind that I am using both the phone number and options given to me on the delivery sheet each time, but somehow keep getting transferred. Once transferred I asked the representative if she can look at my record and see all of the actions and promises that have transpired. The representative tells me that she is not going to look at the history because she wouldn't be able to explain it. Once again very rude, short and un-compassionate responses. I was told that they would send someone out again 6/11/15. Since this call they have already rescheduled the appointment until later tonight. You would think that because this company deals in healthcare that their employees would ensure the equipment is in working condition, that people needing oxygen would receive it when promised, and they would be more compassionate. Product_Or_Service: Invacare Oxygen Concentrator Account_Number: ******

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like working oxygen equipment delivered. Apria should improve their customer service. Unfortunately, this is the only company contracted by my insurance company so I have no choice but to use them or pay for everything out of pocket.

Business Response:

 

RESPONSE:

Driver was dispatched to setup nocturnal oxygen on 06/09/15 and was completed at 2048. Patient called in 1 hour later due to not having a humidifier bottle attached. No communication from Logistics Center in regards to a humidifier bottle. Patient called in the next day and Apria keyed a drop ship order to be mailed and another order for the driver to deliver on 06/10/15. The branch saw the two orders and canceled the driver's order as they saw the drop ship being processed. In the meantime, the connection was broken on the concentrator and all equipment was replaced on June 11th.
Called patient and everything has been setup and working well at this time.

Sincerely,

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

Branch Manager

7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My Doctor prescribed a CPAP machine from Apria. I used it for 2 months. It didn't work for me. Apria submitted the claims to my health insurance. The claims were submitted to the wrong address. They were advised by not only my health care provider of the correct address. I also made copies and sent it to them. They waited a year and resubmitted the claim AGAIN incorrectly. The next move was to charge my credit card. I contacted the credit card company and appealed the charges and they were removed. Now, they've turned it over to a collection agency. I had called Apria several times trying to get them to do what they should do with these claims. One time I actually had to wait 55 minutes. I explained to them that they have never properly handled these claims. This company has a contract with my health care provider (Cigna) and they must follow the regulations set forth by the Federal Government. These claims should have been submitted, whereas my insurance would have paid the full amount due of $171.88. My wife and I are both on fixed incomes and don't feel with what we have to pay for Medicare and health insurance that we should have to pay this bill as it would be a hardship. We have been married almost 38 years and have strove to keep our credit in excellent shape as you never know when you may need it. And, now we're facing having this nightmare end up on our credit record. This company has completely failed to do what they should have done with these claims from the very beginning. So, they haven't done their job and we're been made to pay for it. It is just so unfair. I found a number of websites that are geared solely to complaints about this company. Its unfortunate that they are allowed to continue to ignore their responsibilities but also to ignore their customers complaints. Please, please help me.

Desired Settlement: I want them to submit the claims as they should have been initially. At this point they may have past the time frame for payment on one of the claims. But, if that's the case they need to write it off due to their incompetence.

Business Response: Tell us why here...

Item #1

Mr. ******** stated claims for his equipment were submitted to his insurance however the address was incorrect. He stated Apria was not only advised by his healthcare provider but he also sent copies of his insurance card to Apria with the correct information. He states his account has now been turned over to a collection agency.

 

 

RESPONSE

I have reviewed the account and identified a billing error. Due to the error, I have sent a request to the collection agency to remove the balance. We apologize for any inconvenience this may have caused.

 

 

 

 

Sincerely,

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

Billing Center Quality Specialist

7/20/2015 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,

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

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.

Good Morning,

 

Would you please re-open or look into case ********?

My wife is copied, she is authorized to see all communications if that is a question.

 

Apria Health is either incompetent or dishonest, they have not kept to their word again.

 

We visited the local Apria Health office here in ****** ******* ** a few weeks back and they would not take back the packaged (CPAp Machine) supplies were billed for and for which we were told a label would come. More bills came instead, which are unexplained also, my wife said.

 

The agreement I had was that the case could be closed IF they stopped billing us and worked with the insurance companies.  We may owe them some balance and will pay that ONCE they take back the supplies that ****** in their ********** ** said they would do and credit us the amount. His boss was in a meeting he said that day and couldn’t speak to us. Then two weeks later, he was on vacation we were told. 

 

Whether incompetent or dishonest, Apria Health’s rating should reflect their lack of integrity and disregard for customers and the public should be warned.  Keep my complaint open please and contact me soon as possible via e-mail so I know some (further) action is being taken. 

 

Thank you,

 

******* and ******* ********

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





Business Response:

Item # 1: 

Mr. ******** stated he visited Apria Healthcare local branch office and they would not take back CPAP supplies he was billed for and was informed a label would arrive to return them. He also stated he was informed we would stop billing him and work things out with his insurance company.

 

RESPONSE:

We have reviewed Mr. ******** account and with assistance from our local branch manager and confirmed that prior to shipping supplies to patient his insurance should have been verified that he had a plan change. Therefore we have entered an adjustment for the open balance of $452.98 and Mr. ******** is no longer responsible for those charges and 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

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is my second complaint against Apria in 6 months. The last complaint involved Apria billing my credit card after submitting a claim against the wrong insurance provider even though they had been provided with the correct insurer. This was only resolved after the BBB was involved.The problem now is that Apria sent me a statement in May showing misapplied payments dating 5/10/2014 thru 9/24/2014 with a balance due in the amount of $128.93. When I called Apria to ask how these charges from over a year ago could suddenly appear with no notice of these charges on all prior statements, they could offer no explanation. I disputed the charges and was told my account would be sent to a collection agency which did happen. Apria has put my excellent credit rating in jeopardy because their billing practices are not above board. Past due balances are created without any notice and without any process to dispute them. I would urge anyone who uses Apria or is thinking about using them to find another provider. Their business practices are unscrupulous and they have the power to ruin your credit rating.

Desired Settlement: DesiredSettlementID: Billing Adjustment Apria strong armed me into paying a disputed past due amount in exchange for them taking back my account/financial information from a collection agency that had already initiated the collection process and damaged my excellent credit score.

Business Response:

Item # 1: 

Mr. ******** states that he received a statement in May showing misapplied payments dating back to May 10, 2014 – September 24, 2014.  Then referred his account to collections without telling him what the open balance of $128.93 was for. 

 

RESPONSE:

We have reviewed Mr. ********’s account and found we refunded him by credit card and check number ******* in the amount of $84.87 in error.  Therefore, the amount due of $84.87, which he has repaid was due.  We apologize for this error and as of today, Mr. ******** has a $0.00 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.

APRIA has not responded to my complaint regarding the 5/19/2015 statement indicating for the first time that payments from 5/10/204 through 9/04/2014 (OVER A YEAR AGO) in the amount of $128.93 were due IMMEDIATELY. I contacted APRIA to dispute the charges and to get an explanation as to why year old charges suddenly appeared on the 5/19/2015 statement for the FIRST time as past due. An explanation was never given and my account was sent to a collection agency. As a consumer I was forced to pay APRIA and received assurances from them the collection agency would not report this incident to the credit agencies. APRIA was to send me a letter documenting this which to date I have not received. APRIA would only adjust my account with full payment of the statement balance, without explanation of the year old charges, which I provided. APRIA's business practices have to be in violation of consumer protection laws when they can arbitrarily bill customers from dates as far back as years without any prior notice and deem them past due, sending them to collection agencies ruining peoples excellent credit. 
APRIA takes no accountability for its ABYSSAL, FRAUDULENT,  BILLING PRACTICES. This is a company that should be on every states Attorney Generals radar and investigated by the FCC.
I AM REQUESTING THAT APRIA SEND ME THE RETRACTION LETTER SENT TO THE COLLECTION AGENCY THAT I WAS PROMISED AND TO REFUND ME THE MONEY THAT WAS PAID FOR 2014 CHARGES USED AS A TACTIC TO DISPARAGE MY CREDIT RATING.

Regards,

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



Business Response:

Item # 1: 

Mr. ******** stated Apria has not provided an explanation of why charges that were a year old appeared on a current statement for the first time and reflected as past due. He stated his account was sent to a collection agency and was informed he would receive a letter from the collections agency as confirmation that it would not reflect on his credit reports.

 

.RESPONSE:

We have reviewed Mr. ******** account and confirmed that the billing for dates of services May 10th, 2014 through September 4th, 2014 were for the monthly rentals for his CPAP machine.  The charges for $128.93 were reversed off to be refunded to patient on April 22nd, 2015 but an adjustment was never entered which resulted in Mr. ******** receiving a statement for those charges in error. There was only one invoice that was sent to collections in error due to non-payment and it was for date of service September 4th, 2014 but Mr. ******** paid the balance for $8.98 and it has been applied to the collections balance.

 

The charge sent to collections will not reflect on Mr. ******** credit report because we do not report to the correct reporting agency for any charges under $50.00.We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

 

Sincerely,

 

********* ****   ********* ****

Billing Center Quality Specialist

 

 

7/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My Father, ******* ********* (Ref#**********) received Oxygen from the ********* **** ** location. My father Passed away on April 6 of this year. From January 2 until then most of those months he spent at ********** ** ********* Medical Center but was able to come home for a few days only about 2 times. My mother is not on his account but out of her nature of trying to do what is right and fulfill obligations made a $60 payment last month. Immediately following dad's death she called and had the Oxygen picked up and since then she has called numerous times trying to resolve the remaining $50 balance or make a payment plan since she received a letter that my deceased father's account had been turned over to collection agency. This was very emotionally painful to her. My parents have struggled to pay medical bills for over 30 years and both maintained outstanding credit. My mother today by a customer service Representative was told that during the time she was sitting at the Hospital doing "NOTHING" that she should have called and had his Oxygen picked up. First of all why would she do that when he wasnt deceased and was able to make a couple of trips home? He was Oxygen dependent. Also, how could she be there for someone to pick it up when she stayed at the Hospital 7 days a week 24 hours a day? I was appalled when my mother told me of this lack of regard.. We wanted dad to live ... that was our focus... life support and cold blue's over and over is not very easy to deal with... we planned on dad living... why would we send his oxygen back until the time came when he did pass? When she calls she is on hold for over an hour at a time just waiting for someone to answer. I called earlier and was told my approximate wait time was 62 minutes. That does not indicated very good leadership and customer service within the call center and then when you do speak to someone to be told what my mother was is completely unacceptable.

Desired Settlement: Either credit the remaining $50 or I personally will pay $5/month until paid. My mother will not be bothered by this, and remove account from collection agency and any negative financial reporting for my father be reversed.Also, hire people with integrity that actually understand the work "empathy"I will never recommend this company to anyone. Especially poor people with health problems that are struggling everyday just to live.

Consumer Response: I was contacted by Apria Healthcare on Friday, July 10 and this matter was resolved.  Thank you for all of your assistance.

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

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.

 

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the fall of 2014 I was diagnosed with sleep apnea and arrangements were made by the diagnosing doctor and Apria Healthcare for me to be fitted with a CPAP machine. I doubted this diagnosis from the start although my insurance company agreed to cover the cost of the machine. When I went to the local Apria location in Middletown, New York I was asked to fill out several documents and was also asked to show my driver license and a credit card. When I questioned the need for my credit card, the employee at the Middletown location told my that it was routine and that it was needed to establish a new account. It was never made clear that Apria would at some point begin to help themselves to my money or that when and if they did begin to take my money, that they would not inform me of their actions. All along, my insurance company, **** ***** **** ***** agreed to pay until I called them and explained that I was seeking an alternative treatment using a dental device. At that time I explained that I had not been using the CPAP machine at all, but that my doctor had recommended that I hold off on returning the machine. Some time after that my insurance deemed the device medically unnecessary and discontinued making payments to Apria. I am filing this complaint against Apria Healthcare LLC because their local employee never explained the true nature of why I was asked to provide credit card information and never called to inform me that they had begun billing my card. When I went to the ********** location to return the device I was met with indifference about the billing and told to call the main number. I spoke to a women in the billing main department who told me that Aprin had charged my account almost $180.00 to date. I was not able to get anywhere with the billing department and wish to enlist the help of the BBB. I feel that Apria's actions borders on fraud, but probably comes down to very poor local control by its employees during the registration and credit card registration. Product_Or_Service: CPAP Unit Remstar Auto Order_Number: ***** Account_Number: ******

Desired Settlement: DesiredSettlementID: Refund I would like to receive the full refund of all money that Apria has charged my credit card. I have returned the CPAP machine in perfect condition and the company has already received approximately $1000,00 from my insurance company.

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 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. **** states that when he was set up with a CPAP device his credit card information was
requested. However, he was not informed that Apria would bill his credit card at any time they
wanted. He states that he returned the CP AP device and is requesting a refund for all payments
made by him.

RESPONSE:
Our records show the following in relation to the above-referenced account:

Apria rented a CPAP device and sold related supplies to Mr. **** on November 13, 2014.
At the time of set up we obtained a credit card to charge for any amounts not covered by
the insurance. Apria then submitted claim on behalf of the patient, seeking direct
payment from the insurance for the portion of charges covered by the applicable plan.

****** covered the November and December 2014 claims at 100%, in the amount of
$416.45 for the CPAP device and supplies. ****** denied the January - April2015
claims as not being medically necessary. Pursuant to the credit card authorization, Apria
charged the credit card on file, in the amount of $211 .58 for the denied charges.

Although Mr. **** provided his credit card information to us at the time of initial set up
and we believe we had authorization to charge the account, we have removed the
patient's credit card number from our system.

Because the fees charged on the credit account were owed in connection with an outstanding balance, reversing the charges on the account will result in the remittance of a bill to the patient in the same amount.

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

Sincerely,

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

Consumer Response: Better Business Bureau:

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

I do not accept this response from Apria as the company under no circumstances mentioned anything regarding the billing of my credit card.  In fact, I was assured by the very company employee who initiated the contract mentioned above that Apria only required my credit card as an additional form of identification. When I questioned this man further, I was assure by him that Apria would never bill me directly. Had the truth been told up front to me I would have elected not to do business with this company as I was concerned about the honesty of the employee that I dealt with.  Regarding the insurance company, I have a written approval  from my insurance company that the device was both prescribed and that coverage was approved in full.  Nothing has changed-this remains an insurance issue-Apria simply seeks to take money from me as it is much more expedient than corresponding with an insurance company. My credit card has nothing to do with this. If Apria can produce documentation, which unequivocally demonstrates my consent and approval to be billed directly, and is held up to be a legally valid agreement, then and only then will I agree to their terms.  This still does nothing to address the less than honest approach that Apria practices. I have contacted the company and told them again my position. Please accept my sincere thanks for your efforts on my behalf.

Regards,

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



Business Response:

ITEM # 1:

Mr. **** stated that the response he received did not mention anything regarding the billing to his credit card. He stated if documentation is provided from Apria with his consent and approval to be billed directly then he will agree to the terms.

 

RESPONSE:

We have reviewed Mr. **** account and confirmed he received a CPAP unit and supplies from Apria on November 13, 2014. At the time of set up Mr. **** signed a Sales, Service and Rental Agreement acknowledging that his credit information he provided would be placed on file to automatically charge for any services not covered by the insurance. We then submitted claims to the insurance for payment for their portion covered under his plan.

 

Mr. **** insurance plan ****** covered services for November and December 2014 at 100% for the CPAP unit and supplies but denied the January through April 2015 claims as not being medically necessary. Mr. **** credit card on file was then automatically charged in the amount of $211.58 for the denied charges because of the authorization we had on file. I have sent Mr. **** a copy of the Sales, Service and Rental Agreement for his review.

 

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

 

Sincerely,

 

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

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

Billing Center Quality Specialist

 

 

 

7/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria Healthcare sent me medical supplies that I ordered, but failed to obtain the preauthorization that my health insurance required before doing so. My insurance denied the claim based on Apria's failure to obtain the required preauthorization. Despite repeated appeals to the insurance carrier, Apria's request for payment continues to be denied. As a result, Apria has billed me for the entire amount. Apria's position is that I am responsible for fees not paid by my insurance carrier. I am told that I signed a form assuming responsibility for all fees not paid. I am more than willing to pay for services not covered by my insurance, but I object to paying for services that are covered. I believe that Apria is responsible for mishandling the claim, and that I should not be held responsible. Product_Or_Service: Medical supplies related to CPAP machine Order_Number: N/A Account_Number: Account #: *********

Desired Settlement: DesiredSettlementID: Billing Adjustment 1. Apria should continue trying to seek payment from the insurance carrier, 2) if they are unsuccessful in their appeals, they should assume the responsibility for the mishandled account, and 3) close my account with Apria Healthcare.

Business Response:

Item # 1: 

Mr. ****** stated that Apria should continue to request payment from the insurance and if claims are not covered we should be responsible for the charges due to his account being mishandled.

 

RESPONSE:

We have reviewed Mr. ****** account and confirmed that he called our office on September 24th, 2014 to place an order for CPAP supplies. At that time Mr. ****** stated his insurance has not changed; however the ID# for his policy did change as of January 31, 2014 but we were never notified of that. We had an authorization on file for supplies under the old policy number but not for the new policy. The September claims was denied for no authorization which is why Mr. ****** is being held responsible for the 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

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Health Care is a dishonest and fraudulent company, because they withdrew money from my account, even though my insurance company paid the bill. On June 8th, 2015 my insurance company paid Apria Health Care $1309.00 of a total bill amount of $1540.00. This was for the cost of an oxygen concentrator. On June 12th, 2015, Apria Health Care withdrew $1668.68 from my account. I called them and I was told by their employee, that they will not reimburse me my money. On 3/29/15, I paid Apria Health Care $160.45 for what I was told was the remaining cost of the concentrator. The difference between $1540.00 and $1309.00 = $231.00. Subtracting the $160.45 I paid on 3/29/15, = $70.55 If I owe Apria Health Care anything at all, it is $70.55.

Desired Settlement: I want $1668.68 returned back into my account by Friday, June 19, 2015

Business Response:

Item #1

Ms. ****** stated her account was withdrawn for charges that were paid by her insurance.

 

 

RESPONSE

I have reviewed the account. According to our records, the patient is due a refund. On June 25, 2015, the patient spoke with a billing representative in regards to her account and the overpayment. The agent has initiated the refund process. We apologize for any inconvenience this may have caused you.

 

 

 

Sincerely,

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

Billing Center Quality Specialist

 

7/9/2015 Problems with Product/Service
7/8/2015 Problems with Product/Service | Complaint Details Unavailable
7/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have an outstanding bill with this company. They call my over and over to resolve the matter. But my insurance says the reason the bill is not paid is they have miss billed. When I try to talk with anyone they drop the call. I probably received at least eight or more calls to have my pay. I have called them three times, emailed and written twice. The results: either they put me on hold and never come back, or drop the call. My email I received an email stating they read my concerns but never got any follow through. My letters- no response.

Desired Settlement: I want them to contact me, and correct my bill to a zero balance. An apology as well, since I have asked them multiple times to stop calling me.

Business Response:

Item # 1: 

Ms. ******** states that she keeps getting calls regarding a balance that she does not owe. 

 

RESPONSE:

We have reviewed Ms. ********’s account and found that on the three of the claims the primary explanation of benefits was not submitted to the secondary insurance, therefore they did not cover the balance that was not paid by the primary insurance.  We have removed the open balance, leaving Ms. ******** a $0.00 balance as of today.  We also removed Ms. ********’s phone number from our automated dialer system so she does not receive any more calls.  We apologize for any inconvenience this may have caused. 

 

Sincerely,

****** ****

Billing Center Quality Specialist

 

7/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Apria healthcare continues to charge my card without my knowledge or consent for erroneous charges. When I called to inquire about the charge, I was told that they would credit my account and over a month later I still have not received a credit and they have charged my card once again for something else without ever sending me a bill.

Desired Settlement: I would like the first charge refunded as they said they would and would like at least an explanation for the second charge and possibly a refund for that if it is not a legitimate charge. I would also like to know that they will not charge my card for anything else in the future without my knowledge or consent. I believe that when I gave them my credit card information it was only to be used if I didn't return the equipment which I did.

Business Response:

Item # 1: 

Ms. ****** is requesting to be refunded for the two charges that her credit card was charged and does not want the credit card to be charged in the future. 

 

RESPONSE:

We discussed the account history with Ms. ****** on June 16, 2015.  We explained the credit card charges, the payments she had made would be refunded and the open balance removed. 

 

We reversed her payments in the amount of $86.76 on June 16, 2015 and started the process to have this amount refunded to Ms. ******.  The refund check should be received within 2-3 weeks.  We keyed an adjustment in the amount of $86.76 on June 16, 2015, leaving Chord’s account with a $0.00 balance.  We have also inactivated the credit card on file. 

We apologize for any inconvenience this may have caused.

 

Sincerely,

****** ****

Billing Center Quality Specialist

 

 

7/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A "nebulizer" machine was delivered to my house on February 20, 2015, for my son. My son's condition improved with the use of a Symbicort inhaler, therefore, we never opened the nebulizer. I tried in vane to return this item through a series of phone calls starting on March 20, 2015 to both Apria Healthcare AND my doctor's office. Numerous times I was told no action was necessary and that we should just keep the nebulizer. I began receiving bills for this AND my insurance company was billed. I made several more phone calls to Apria on April 15 and again on April 30, I even offered to DRIVE the thing over to their office to return it. Finally I spoke to "****" and he assured me that the item would be marked as "picked up" and my name would be removed from the system, I even received a receipt for this. Today, I again, received a bill, this time for $8.68, for a nebulizer that is no longer in my possession. At this point, Apria's ineptitude at actually removing my name from their system is causing ME significant work and follow up that I do not have time for. This has become a second occupation for me...following up on this ONE item because Apria is unable to successfully process their own paperwork. This is the LAST action I will personally take and the next one will involve attorneys.

Desired Settlement: REMOVE MY NAME FROM THE SYSTEM AND STOP BILLING ME AND MY INSURANCE COMPANY FOR A NEBULIZER THAT I DO NOT HAVE IN MY POSSESSION!

Business Response:

Item #1

Ms. ***** stated she received another bill after she was assured that her name and the equipment had been removed from the system.

 

 

RESPONSE

I have reviewed the account. According to our records, the equipment was removed from the account on April 30, 2015. Our records also indicate you spoke with a billing representative on April 30, 2015 and was informed of the open balance along with the insurance balance of $8.68. On May 8, 2015, this balance was deemed patient responsibility due to the insurance applying deductible towards the claim. This balance has since been adjusted off of the account. There is now a zero balance on the account. 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,

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

7/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apparently Apria has recently been taken over, causing disorganization at the national level and crippling local service here in Austin:**the phone number listed in the book is not truly a national number and it is virtually impossible to speak with anyone; this is true for the local office as well.**this makes it necessary to go to the local office for any transaction, eg refilling oxygen bottles, pickup/delivery of equipment, or problems with billing**local office can only deal with service; all billing complaints go to the number mentioned above**service with them was terminated as of 2/28/15. Due to problems already mentioned I took the oxygen tanks to the local office, knowing a phone call for pickup would be fruitless. At that time I asked that the oxygen concentrator be picked up by them. Service by a competitor had already been started.**two further office visits requesting concentrator pickup finally resulted in that on April 5th, virtually 6 weeks later.**I am now getting calls from people with Indian accents saying I still owe over $300 for concentrator use since service was terminated 2/28/15--they were obviously speaking from a script and were of no help in understanding the mistake.**today I again went to the local office and spoke with ******, who has always been helpful. As she also cannot call anybody she said she would email corporate and ask for someone there to contact me to straighten out the incorrect accounting. She verified all the dates of termination of service and return of their equipment.

Desired Settlement: Email or written statement from Apria that I owe nothing to them after 2/28 and further, that they will stop billing ******** and/or **** ***** for $760 per month. I am getting constant notices that this will not be paid when I'm no longer using their service.

Business Response:

June 24, 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 Mrs. ********* 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. ********* is requesting that her account reflect a zero balance for all charges past date of
service February 28, 2015 because that is when her service with Apria was terminated.

RESPONSE:
We have reviewed Mrs. ********* account and confirmed that an adjustment was
entered for the outstanding balance on her account and she is no longer responsible for
those charges. At this time Mrs. ********* account reflects a zero balance and we are no
longer billing charges to her or the insurance.

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

Sincerely,

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

6/29/2015 Billing/Collection Issues | Complaint Details Unavailable
6/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Non-stop fax calls to my business landline. Calls from Apria Healthcare ************ repeatedly at 5-6 minute intervals throughout the day. When answered, these are fax calls, to my business phone number.

Desired Settlement: stop calling

Business Response:

Correspondence received from ****** *********:

 

I believe this was taken care of by another representative. Apria had my voice number listed as my fax number; this should have been corrected yesterday.

 

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

 

6/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

  1. Someone at Apria back in early 2015 created a new account for my husband, ****** ** ******* after we moved from zip code ***** to ***** (we moved in 2013!). At the time they created a new account they put us on a Self Pay basis, despite us having the same health insurance for the last 9 years. We got a letter in the mail to call and verify our insurance details which I did. Within a couple of days for some reason they charged $158.58 to my credit card with NO authorization and no notification. It wasn't until almost a month later when I was checking my credit card online that I saw the charge. We have tried for SEVEN weeks to get assistance in a refund. I even called Apria on a conference call with ********* who told Apria that they were very wrong in taking our insurance off the account and should never have billed us that amount. We NEVER get calls back. ****** in the billing department is supposed to be handling it - she refuses to return any calls. They have taken our money - their error - and now we cannot get it back. This is stealing and they should face the consequences. No matter who you speak to on their phone lines, they are all incompetent and give you a different answer whenever you call them.

Desired Settlement: I want my $158.58 back that they illegally took without my consent or even notification that they had done it.

Business Response:

Item # 1: 

Mrs. ******* states that her husband had two accounts set up in error and one of the accounts did not have the insurance attached.  Therefore, their credit card was charged and they are requesting a refund in the amount of $158.58. 

 

RESPONSE:

We have researched the account and had received notice that the insurance had termed on April 7, 2015.  Therefore the supply orders for January 9, 2015 and March 2, 2015 claims were referred as patient responsible and the patient’s credit card on file charged. 


We received a call from **** ***** on May 4, 2015, in which **** ***** stated that the patient did have coverage, we started the refund process in the amount of $158.58 and printed the claims to be mailed to **** ***** for the two claims. 

 

The refund process can take up to thirty days, if Mr. ******* has not received his refund, we request that he call us.  We apologize for any inconvenience this may have caused.

 

Sincerely,

****** ****

Billing Center Quality Specialist

 

 

 

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria HealthcareAccount: **********Collection Company: ***** ********** ******** ***.(August 2014) Corresponded with ***** ********** ******** ****, who obviously seen the unfairness, dropping their pursuit- no further action as I heard nothing more. Current Collection Company: **** ***** ********** ***.(March 2015) Total Balance Due: $146.49Greetings:I am writing to you in reference to my account that is now in collections, in the hope that your company will acknowledge the irresponsibility and unprofessionalism of handling my account is not of my own accord, but rather the individual(s) who were processing credits, billing my insurance company, and calling (banging) my phone without leaving a message (i.e. leaving a name and extension number) to ensure less frustration and confusion for I, the consumer. Apria Healthcare was secured from the hospital I was hospitalized in, for my oxygen needs at home, beginning on December 12, 2013 and ******** ended on March 18, 2014; Apria Healthcare equipment picked up from my home.December 13, 2013, the initial start of ******** with Apria Healthcare, my insurance carrier was *****. Beginning January 01, 2014, the insurance carrier turned over to **** *****/**** ******, which I provided the update to the Representative of Apria Healthcare who I had contact with while I was in the hospital, providing her with the essential information for Apria Healthcare to submit claims on my behalf. *********/**** ****** never received a claim from Apria Healthcare for the proceeding months- January through April, 2014, but rather ***** who no doubt *****d no coverage. I contacted the Representative sometime in February of 2014, previously mentioned, with my concern as to why *********/**** ****** was not receiving any claims from Apria Healthcare. The Representative informed me the Group number I provided to her was incorrect. I then mailed Apria Healthcare a copy of the front and back of my insurance card and again in July 2014. To no avail was *********/**** ****** billed for the ******** rendered of $214.34. Had my insurance been billed for this amount, the amount would be minimal, consisting of a co-pay of 53.58. The total of payments I submitted on my behalf $153.39, two of which never posted to my account (January 08, 2014 for $15 and on February 18, 2014 for $38.89), which Apria Healthcare is aware of, due to correspondence I mailed to them on June 4, 2014 and again on July 6, 2014; attached with the correspondence I had included the copy of, front and back, of the insurance card. Through the negligence of Apria Healthcare in not submitting a claim for the service rendered to *********/**** ****** and not posting the two payments, previously mentioned. I will not pay the said balance owed of $146.49. Since I have no way of knowing what the co-pay would be with *********/**** ******, I am confident enough to know the co-pay could not be much greater, thus leads me to calculate my debit to Apria Healthcare based on *****. $53.89First balance due of *****ment received from Apria Healthcare. $107.16Co-pay of $26.79 x 4 (January- April 2013) Overcharged for ******** rendered; ******** ended in March. $6.09Co-pay for December 2013, according Apria Healthcare *****ment, which is an error, per *** from *****_______$167.14$153.39-Personal payments made to Apria Healthcare-------------$13.75Balance Due, which I will not pay due to three oxygen tanks that were not utilized by me and should have been credited to my account and never were.

Desired Settlement: DesiredSettlementID: Other (requires explanation) My experience with Apria Healthcare, most certainly, has not been an experience I can boast about. In fact, so much to the point, I alerted my physician of how I was left without oxygen for more than a few hours, due to the malfunction of the equipment delivered to me on December 12, 2013. In addition, to the overwhelming frustration of the accounting/billing department of Apria Healthcare, which I do not stand alone, as there is a slew of compl

Business Response: June 17, 2015 

Better Business Bureau 

San Diego, CA 

Attn: **** ****** 

Dispute and Information Analyst Lead 

sgoelz@sandiego.bbb.org

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

BBB Complaint ID#: 10608848 

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 she has corresponded with Apria Healthcare on several occasions in regards 

to the claims from January and February 2014 that were sent to collections. 

RESPONSE: 

After reviewing Ms. ******’s account, it was determined that the invoices for January and 

February 2014 were not billed to the correct insurance for Ms. ******. 

Being that we have past the timely filing limit with Ms. ******’s insurance company, we 

have recalled the invoices from collections which will no longer reflect as Ms. ******’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

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 BBB,  I truly appreciate your organization,

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

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria Healthcare was a provider of my CPAP equipment. When I switched Employers, insurance stopped. Apria billed me for amounts not covered by insurance.Apria Healthcare did NOT have any signed contract or agreement from myself for the serial number of the device in question and submitted fraudulent 'proof' of a previous device 6 years older to attempt to collect the erroneous amount. Instead of addressing why they were submitting incorrect contracts to myself, they merely passed a reduced amount, without explanation, to a collection agency (**** ***** **********).I have copies of the letters sent along with the incorrect information sent. Product_Or_Service: CPAP through insurnace ******

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this matter dropped. Apria Healthcare is not owed any funds by myself. Further, they must withdraw their collections attempt and send a letter stating I owe them $0.

Business Response: Item # 1:

Mr. ******** states that Apria is not owed any funds and request
that the collection attempts be withdrawal and send him a letter stating a
$0.00 balance.



RESPONSE:

We have reviewed Mr. ********’s account and found that he received
a CPAP device from Apria on May 1, 2009 and March 12, 2014. The balance due is
for the March 12, 2014 CPAP device with serial number *************. The first
Sales, Service and Rental Agreement that was mailed to Mr. ******** was for the
older CPAP, we have since mailed Mr. ******** a copy of the March 12, 2014 SSRA
for his records showing the correct serial number.

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 healthcare has performed less then honest business practices. The 'contract' they sent me with the correct serial number is nothing more than a blank contract/ agreement to pay with my name on it, but does not have my signature!  It literally is an unsigned contract. With Apria's logic, I could put their name on an unsigned contract for the sale of a bridge and expect them to pay?

Apria clearly has no proof of an agreement between myself and them for ANY amount for the devices and has proven it. I have attached proof of Apria's to prove I agreed to any amounts. .

Further, Apria has sent conflicting, unexplained bills to collections **** ***** ********** ($94.76) and sent me bills outlining further 'collections' statements. Please see attached.


Regards,

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



Business Response:

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

Re: Apria Health care Inc.: ** ********
BBB Complaint 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. ******** states that the contract that was sent to him was not signed and conflicting,
unexplained bills were sent to collections.

RESPONSE:
After reviewing Mr. ********'s account and sales, service and rental agreement we have
made a courtesy adjustment of $189.52 towards the open Apria balance. The amount
referred to West Asset management has also been removed, leaving Mr. ******** a $0.00
balance.

Sincerely,

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

6/22/2015 Billing/Collection Issues | Read Complaint Details
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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 customer 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.




Business Response:

May 6, 2015

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

Re: Apria Health care Inc: * *********
BBB Complaint 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. **** states that he does not agree with our response and request that an empowered
representative contact him to find a better resolution than the company's silence.

RESPONSE:
We have spoken to Mr. **** and the equipment was exchanged on May 15,2015.

Sincerely,

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

6/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In October 2014, my Pulmonologist sent a request to APRIA for BIPAP equipment. I received a call from Apria that my equipment was approved (via insurance) and ready, I was told that I would have to travel to a local office to p/u the equipment.The following is a complete list of all the ongoing issues that I have with Apria since October 2014:1. Equipment/paperwork not correct and was updated/corrected several times2. Noted on paperwork that I was shown how to use equipment/supplies, but was not 3. Only received TWO statements in Dec/Jan 2015. Statement instructs patient to use online payments; however, APRIA customer service says payments that way are not shown on system for 30-45 days. Receive 3-4 collection calls per day, even though 0 owed.4. Never received statement showing payments/insurance payments. Told cannot access info. Never received info regarding contract end period and total amount owed. Asked for statement/itemized statement; never received!5. Finally received e-statement in March; however does not show any of the above information6. E-statement showed credit/amount owed, per payment receipts, had a zero balance there Verbally told that insurance company was making higher payments, so my payments were lowered. Contacted insurance company and could not verify that information.7. Contact APRIA liaison for NM and she obtained verbal information, but no documentation8. Contact stated she spoke with APRIA billing and they were going to send me this information; however never received it.9. Contact advised was nothing more she could do10. Contact advised was going to speak with boss "District Mgr for NM", never heard from him11. Contacted insurance company who requested info from APRIA; APRIA stated that I never requested info. APRIA stated that I called last two days ago regarding issues; have been calling since Nov 2014 and requested itemized statement again TWO WEEKS ago, not 2 days.DO NOT UTILIZE APRIA HEALTHCARE EVER!!!!!

Desired Settlement: Want an itemized statement every month stating payments applied/owed and end contract date!

Business Response: Item# 1:
Ms.******* wants an itemized statement every month stating payments applied/owed.

RESPONSE:

We have reviewed Ms. *******’s account and found that she received a BiPAP device
and supplies on November 17, 2014. We submitted claims to ****** on behalf of
Ms. ******* and sent her statements for her 20% copay. Per the ****** contract
for the BiPAP it will rent for 10 months and convert to sale in the 11th month.

The first statement was mailed on December 3, 2014, in the amount of $51.07 for the
November 17,2014 claims. On January 3, 2015, we mailed a statement in the amount of $78.31,
for the November 17, 2014 ($51.07) and December 17, 2014 ($27.24) claims. The February 3, 2015 statement showed previous balance of $78.31, a payment of $78.31 that posted on January
26,2015 and a new charge of $27.24 for the January 17, 2015 claim that was due.

We received an additional payment of $54.48 on February 25, 2015. The payment of
$54.48 was applied to the January 17, 2015 ($27.24), February 17, 2015 ($20.43)
claim, which left $6.81 which was applied to the March 17, 2015 claim. We
mailed a statement on April 3, 2015, for the remaining balance due of $13.62
for the March 17, 2015 claim.


On April 10, 2015, we received a payment of $54.48, which has been or will be
applied to the following. The remaining amount of $13.62 for the March 17,
2015, $20.43 for the April 17,2015 claim and $20.43 will be applied to the May 17, 2015 claim once it books.

Ms.*******’s statements are generated to process on the 3rd of each month, however if there is no open balance, a statement will not generate. Ms. ******* will not receive a June 3, 2015 statement as the May 17, 2015 claim has already been paid. The June 17, 2015 claim will book on the 17th and the statement will be generated on July3, 2015. 

We have mailed Ms. ******* an itemized statement for her records and asks that she
call us with any questions.

 We 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.

Apria states that itemized statements have been sent to me; they have not! Both myself and ****** have requested itemized statements, but I have not received my request.  Additionally, even though I request to receive a statement every month, APRIA states that I won't receive one in their response.  Although the billing specialist answered the bulk of my questions in writing to my satisfaction, the above two noted issues have NOT been resolved.  I as well, request a contact person/phone number instead of getting nowhere contacting the only available number, which is a call center.
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 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. ******* states that she has still not received an itemized statement and would like a contact
person/phone number for future issues.

RESPONSE:
We contacted Ms. ******* and spoke with her regarding the itemized statement and she
stated that she had received it. We provided her the phone number and email of a contact
person for any questions or issues that she may have. We discussed the equipment
contract, billing, e-pay system and other issues.

Sincerely,

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

6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I receive my medical supplies from Apria Healthcare. Insurance pays 100% and always has. I have never had to pay any out of pocket funds. I receive my equipment usually every 6 months as this is what insurance pays for. UNTIL Apria sent the wrong equipment. THEN I had to call Apria, they in turn gave me a number to put on the box to send the WRONG equipment back. It was picked up and returned to Apria. The correct equipment was sent. The issue falls....per conversation with **** on 04/10/15 at Apria as follows " We received the returned equipment" " I can clearly see that there was no "ADJUSTMENT" on the returned equipment and insurance will not pay for 2 sets of equipment. She told me she saw where other equipment was returned but not credited and she would fix it and I should not hear anything else. The account number is **********. I have been sent YET another BILL for $83.15 with a threat of contacting a "collection agency" if I did not pay the bill. NOTE: I had attempted to call for a full week on hold for greater than 30 minutes. **** plainly told me 30 minutes was good, some stay on hold for up to "70" minutes and we are trying to "implement new things". I assumed the issue was solved. All of the info I have given should help solve the issue. I do not like being told the issue was solved then be threatened with collection agencies. This is a prime example of how people get wronged collections on there credit. I want this cleared up as soon as possible and a statement with a ZERO balance on it. To add to it I receive my EXPLANATION OF BENEFITS from **** and it plainly states all of my equipment is paid for with me not owing anything. I have copies I can fax to you if needed. **** told me she made notes so there should be no further issues. I want this resolved. Apparently the attempted call did me no good.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a statement with a zero balance and I wont no further threatening letters from Apria when **** admitted it was there mistake.

Business Response: Issue(s)

Billing

Resolution:

I
have reviewed your account and confirmed that an adjustment has been entered
for the charge of $83.15 and you are not responsible for those charges. At this
time your account reflects a zero balance. We do sincerely apologize for the inconvenience
as our goal is to ensure customer satisfaction as well as accurate
billing. 

Thank
you for allowing me to assist you with your account.  If you should have any further concerns
regarding this matter please do not hesitate to contact us at (###-###-####) ext.
# ***** ** ******* ********** (###-###-####) (Fax# ###-###-####).

 

Sincerely,

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

Billing Center Quality Specialist

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

Consumer Response:

Better Business Bureau:

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


Regards,

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


I have been told before I had a zero balance on this particular bill. Therefore, I want a mailed statement reflecting a zero balance then I will consider the issue resolved.

 

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

Business Response:  

Apria Healthcare Billing Center Patient Account Resolution Team Lead ***** * *********,
mailed Mr. ********* an itemized statement that shows zero balance and no open
invoices. On 6-17-2015.

6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My physician forwarded all information regarding a prescription for a c-pap machine. Apria does all communications through fax machines and the info was re-faxed three times after being told it hadn't yet been received. I never heard from them but when both my physician and I called, on separation occasions, they said they never received the info. The company never called to follow up, only re-faxed the request after receiving phone inquiries from either my physician or me. My physician showed me proof that the information had been sent to them all three times. I had the sleep test on January 29th and am still waiting for a machine. The prescription is now going to be sent to a different supplier.

Desired Settlement: Since Apria deals with ********/******** I feel notifying government agencies is in order.

Consumer Response: I wish to file a formal complaint.

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. Apria Healthcare is unable to complete the processing of this order because all ******** documentation requirements have not been met.  Below is a summary of the order history:   

 

We received an order for a CPAP machine on April 22nd, 2015 from Dr. **********’s office. All documentation required to meet ******** criteria was not provided with the original order.  The physician’s office was notified and details provided on the documentation required to complete the order process. 

 

As part of Apria’s follow up process for open orders, Ms. ********** was notified on May 4th, 2015 regarding the pending status of the order due to missing and required ******** documentation.  Dr. **********’s office was notified of the same via fax.

 

Ms. ********* called Apria Customer Service on May 20th, 2015 to check the status of her order.  The order was still pending additional information.   Ms. ********* offered to contact her physician to request the documentation.  After contact from the patient, on May 21st, 2015, Dr. **********’s office called Apria requesting clarification on the missing documentation and was advised that a signed copy of the sleep study was required.   

 

On June 1st, 2015 Ms. ********* contacted Apria Customer Service to check status of the order; the sleep study had not yet been received.  She again offered to call Dr. **********’s office.  Dr. **********’s office contacted Apria on June 3rd, 2015 and was advised that we did not yet have the required documentation.  The physician’s office stated it was faxed several times but the document could not be located. 

 

Both the patient and the physician’s office called us on June 5th, 2015 after they were told we had the information yet nothing was on file.

 

Apria reached out to Dr. **********’s office today, June 11, 2015, to review what documentation was received and what was still required but was advised by the office that this order was sent to another provider on June 5, 2015 and the patient is being set up this week.

 

This order was unable to be processed due to missing documentation required to meet ******** requirements for this service.

 

 

 

 

Sincerely,

 

 

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

Vice President, 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.

As previously stated, the information was sent by Dr. ********** on three separate occasions yet Apria stated it was never received.  They never called Dr. ********** to advise her they didn't receive the information and waited until one of us called to check on the status.  During one phone call, Dr. *** asked for a supervisor who gave her the name of ******* and said I would receive a phone call by day's end, it never came.  When I called and asked for *******, I was told they didn't know him.

There is no way to convince me Apria is a reliable company, particularly dealing with healthcare.  As stated Dr. "*" has resubmitted the request to another provider and advised me she will never again deal with Apria.


Regards,

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



Business Response:

Item # 1:  Dr. **********’s office faxed documentation three times and Apria did not receive fax

 

RESPONSE:

Apria has many published fax numbers that route into one computerized fax intake queue.  Apria is unable to determine where the faxes were sent and why they were not received in our system.

 

Item # 2: Dr. ********** did not receive a call back from Apria

 

RESPONSE:

Apria strives to provide excellent customer service to every customer.  Returning phone calls is an important part of providing quality customer service.  Apria will address and provide coaching to the appropriate department and individual mentioned on the complaint.

 

Item # 3:Dr. ********** sent request to supply equipment to another provider

 

RESPONSE:

Apria apologizes for any inconvenience the processing of this order caused the patient and the physician’s office.  Apria strives to ensure that required insurance documentation is complete and accurate before processing orders.  This policy increases the efficiency of submitting clean and accurate claims to the insurance carriers on behalf of the patients.

 

Sincerely,

**** * ****

Manager Area Customer Service

Apria Healthcare Inc.

 

 

6/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On behalf of my Dad to allow him to be discharged from transition care center to return to his home I approved 120.82 charge to my **** Debit Card for bath bench charge. They delivered it & I signed for it same day. I was text alerted of the hold amount on 5/22/15. I attempted to notify Apria when the ACTUAL double charge went through on 5/25/15. I contacted **** and was advised that Apria HAD received the double payment & to try to resolve it first with Apria directly as it was the quickest & most efficient way. I contacted Apria Healthcare on 05/26/2015 at the opening of their business day. I followed the prompts to “billing department” where I was placed on a revolving hold for over 40 minutes without an option to speak to anyone or leave a voice message. Since their business hours overlap my work hours I was forced to hang up. The following morning 5/27/15 I called in again at opening of business held for 40+ minutes; had to hang up and then called back again in the afternoon-that time I actually did speak with a billing person ******; who confirmed the double charge but stated that “We do not show your payments actually received in our system-maybe by 5/29/15 we will have it; then I guess you can call us back & we may be able to credit it back.” I advised her that considering the amount of time I had already invested in trying to correct THEIR ERROR I really wanted them to submit the credit notice NOW especially since I had already talked to my bank & they confirmed Apria had been paid on 5/25/15. She agreed to “try to do that” & that someone would call me when they had received my payment from ****. When I asked about talking to her supervisor she stated “We don’t have one” when I asked about filing a complaint-what is the name of that departments’ supervisor-she again said “there isn’t one it’s just to the department”. Please investigate their policies/phone support. I have my bank working to recover the payment.

Desired Settlement: I would LIKE for the supervisor of their phone support/billing department to contact me to discuss their horrid response time and less than helpful resolution for those who persevere through their unacceptable hold times to talk to someone!

Business Response:

Item # 1: 

Mr. ****** daughter stated she approved a charge of $120.82 to her debit card for a bath bench for Mr. ******. She stated she was double charged and contacted Apria and was put on an excessive hold time. After speaking with a representative it was confirmed that patient account did not reflect the overpayment at that time. She requested to speak with a supervisor to receive the credit but was informed there was not one available.

                                                                                                                                  

RESPONSE:

We have reviewed Mr. ****** account and confirmed he received a bath bench on 4/21/14 and his daughter approved a payment by credit card for amount of $120.82 and payment was processed on 5/22/15. The credit card was processed twice for $120.82 in error and when Mr. ****** daughter contacted our office and spoke with our representative she informed them the payment has cleared her account. At that time it had not posted to our system because we actually have to receive payment from them before it is applied to our system.

 

The payment posted to our system on June 2th, 2015 and the refund was requested to be sent out to Mr. ****** in check form. At this time our management team is aware of the excessive hold times that we are experiencing and have implemented some changes. We will also use this as a training opportunity regarding the assistance that was provided so that we can provide better customer service to you. We do apologize for the inconvenience that this has caused.

 

Sincerely,

 

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

 

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

Billing Center Quality Specialist

 

 

6/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March 2015 I contacted Apria's 'Sleep Central' to see when I would be eligible for some replacement CPAP equipment. Apria actually answered the phone and said mid-May. So I called Apria....again and again and again Their Auto Attendant sends me (believe it or not) to an answering machine. Imagine that - a publically traded company using an answering machine. And this is the basis for my complaint: I have left my name and number at least 4 times over the past 3-4 weeks with no return phone call. I went to their website, *************** but when I have tried to create an account (at least 6 or 7 times) the site says that an email will be sent with a password reset link. The problem is - you guessed it - the email never comes (it's not in Spam, Junk or Blocked folders either). So I have a CPAP mask that is worn out and won't keep a seal, so I have been getting poor quality sleep every single night for the last month. I am tired all the time. Poor quality sleep makes it difficult to control my blood sugar (Type II diabetes). The problem is that only Apria has the Rx my doctor issued for CPAP machine so, since I can't reach Apria, to get it transferred to the new provider, I am being held hostage. Why not have my MD write a new Rx, you ask? The answer is "unusual circumstances." since my personal physician closed her practice (husband died in plane crash), and the new doctor I chose at Mayo resigned 3 months ago, It is very difficult to get an MD to write a new Rx when you aren't n 'established' patient. To give you an idea of how out of control Apria is. 12-15 months ago I had to spend literally 20-25 hours on the phone, wasting most of 2 Saturdays, trying to get their billing straightened out. Someone finally worked with me and I thought it was handled. This is comical: for the past 2 -3 months I have been receiving UNSOLICITED REFUND CHECKS from Apria and I have no idea why (and, obviously, neither do they, though I can't find them to tell them.

Desired Settlement: I want them to call me, fill my order, and help me to get the Rx transferred to my new provider, ******, a company that actually answers their phone.

Business Response: RESPONSE: Mr. ****** was relieved his supplies were shipped and has been
contacted by Apria in the past few days. His concern about calling into a
voicemail will be resolved within Apria. He does now have good contact numbers
when he needs to order supplies. After these past few days he stated he is going
to recall the BBB Complaint and give a compliment about Apria to the BBB. Apria
was able to satisfy all of Mr. ******’s concerns.


Sincerely,

***** *******
Supervisor Sleep Management Center
Apria Healthcare Tell us why here...

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. While I'm glad they gave me a good phone number, that doesn't erase the wasted time and frustration.  Now we'll see if they get the invoicing correctly.  In the past they've collected payments, sent me a balance due and then, months later, sent me refund checks. Jury is still out and, whenever they have 'made things right' in the past, they have fouled things up again  we will see how it goes??.

Regards,

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

6/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In 2013 I purchased a CPAP breathing machine through Apria Healthcare. At no time was I told I was signing up for monthly billing of any sort, however I was charged $44 / month regularly on top of the money I paid up front for the machine. All that appeared on the bill was "Insurance deductible" - no service, no equipment -- nothing to justify the bill. I disputed this charge for months but eventually my health insurance and Apria and I came to an agreement that I would pay everything through July 2014 and they would pay the rest. I paid all the bills and the bills stopped coming. However, in April 2015 I received a bill with 2 months of fresh charges but the charge date was again June and July of 2014. Those bills were paid. Now they claim the insurance rejected paying them and I'm to pay them again. I'm 100% sure this a computer billing error. If not, I want some serious justification for the billing. I'm already angry that I paid double or triple the value of the machine and they have never ONCE justified what the monthly billing was for. Their system is a racket designed to milk insurance and patients for money. I refuse to pay another cent to them. Check my FICO scores and payment history -- I'm a reasonable person who pays all his bills on time or even ahead of time and I already paid Apria WAY beyond what I should have.

Desired Settlement: Simple - cancel the two $44 charges and never send me a bill again. It's not a heck of a lot of money, but I'm so angry about their business practices and how hard it is to contact their billing department (30 minute waits on hold are not uncommon) that I'm done trying to discuss it their way. Time to do it my way. They can send the bill to collections and the bill will rot on my desk unpaid, but I will not pay them another penny.

Business Response:

ITEM # 1: Mr. ****** states that he purchased a CPAP device in 2013, however he was charge #44.00 a month on top of what he had paid at set up. He states after coming to an agreement with his insurance company and Apria he paid his portion. Then in April 2015, he received new charges for the June and July 2014 claims. He states the claims were paid and Apria’s system is over booking and he wants the amount removed.

RESPONSE: We have reviewed Mr. ****** account and found that he received a CPAP device and supplies on August 26, 2013. We submitted claims to ****** per their contract to rent the CPAP device 13 months and convert to sale in the 14th month on behalf of Mr. ******. Once ****** processed the claims any amount not covered by them was billed as patient responsibility.

The July and August 26, 2014 claims were denied by ****** on March 13, 2015, in which the amounts of $44.47 were referred as patient responsibility. Once the amounts were unpaid they were referred to collections on May 16, 2015. As a courtesy we removed the balance of $88.94 from collections, leaving Mr. ****** a $0.00 balance. 

We do apologize for any inconvenience this may have caused.

Sincerely,

****** ****

Billing Center Quality Specialist

 

6/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In late Dec 2013 I went into my local Apria store in *********, IL to purchase a replacement CPAP machine. I had purchased my previous unit at the same store 11+ years prior. The rep fitted me with a new machine and confirmed my insurance information, etc.. I was told that the unit was covered by my insurance as it had been previously.After approx 1 month I received a bill from Apria. Apparently they were submitting a rental agreement to my insurance company for the unit. Something I did not authorize nor even know was a possibility. According to my insurance statements Apria was paid more than what the unit was selling for at other retail locations and they were still charging a monthly rental fee.I've been trying to get this company to address this issue. Instead they keep transferring me from one collections agency to another. A couple of months ago I reported the issue to the ********* Attorney Generals office as at that time a collections agency in that state was the latest one attempting to collect from me. This agency had placed collections information on my credit report. Following the Attorney Generals involvement the *********-based collections agency removed the record from my credit report. Now recently, I've begun to get letters from another collections agency in another state (**** *****). I keep getting bounced between agencies with Apria not addressing this issue.

Desired Settlement: I would like Apria to realize their mistake and clear my account. They must call off their continuing collections.

Business Response: ITEM # 1: Mr. ***** states that he received a CPAP device from
Apria in December 2013 and was told his insurance would cover the cost of the
CPAP device as they had his first one. However, he began getting rental statements
for the CPAP device instead of it being purchased at set up. Mr. ***** states that
per his insurance statement, Apria has been paid more that the CPAP device is
selling for at other retail locations. He states that he has tried to get the
issue resolved but has just been passed from collection agency to collection
agency with no help.

RESPONSE: We have reviewed Mr. *****’s account and found
that he received a CPAP device and supplies on July 19, 2013. Apria submitted
claims to **** per the contract on behalf of Mr. *****. Per the **** contract
the CPAP device would rent for 13 months then convert to sale in the thirteenth
month. The claims were submitted at the national retail price of $331.52 and
then **** would process/pay the claim at the contracted allowable amount of
$93.83.

The January, February, March and April 19, 2014 claims were
applied to Mr. *****’s yearly deductible by ****. Once the invoices were left
unpaid for 180 days they were referred to an outsourced collection agency. The
amount in collections is patient 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.

No proposed action was stated. Improper billing was performed by Apria. I NEVER agreed to any rental.

Regards,

****** *****



Business Response:

Item # 1: 

Mr. ***** stated that no proposed action was stated regarding improper billing that was performed by Apria and that he never agreed to any rental.

 

RESPONSE:

We have reviewed Mr. ***** account and confirmed he received a CPAP unit and supplies from our company on July 19th, 2013. At the time of set up Mr. ***** signed a Sales, Service and Rental Agreement acknowledging that the CPAP unit would be a rental item. Claims were submitted to **** according to their contract by Apria on behalf of Mr. ***** for the monthly rental of the equipment. We billed **** for claims dated January, February, March and April 2014 for the CPAP unit monthly rental and claims were denied as being applied to the patient’s annual deductible.

 

The invoices were unpaid for 180 days and therefore referred to an outsource collections agency due to non-payment. According to **** the CPAP unit will rent for 13 months then convert to sale which it did on August 19, 2014 and Mr. ***** now owns the equipment.

 

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

 

Sincerely,

 

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

 

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

Billing Center Quality Specialist

 

 

 

 

 

6/16/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Apria Healthcare in July of 2014 regarding a Nebulizer for my 1 yr old son (***** ******* / Acc# **********), I was given the number from my health insurance company and was told my son was entitled to a free Nebulizer. I called Apria Heathcare and they took my child information and said someone will contact me. About two days later I received a called from Apria healthcare stating that they can't process my order unless I give a credit card payment of $100.00 I told the representative that I will not pay any money because my insurance company have informed me that the nebulizer is free and I will not pay and to cancel the order. I called my insurance company and was given a different medical supply company who deliver a nebulizer to me free of charge. About two weeks or so later I came home from work only find a box from Apria Healthcare with a nebulizer. I call them and told them that I never order it and I refused to pay for it and they need to come and pick it up. No one showed up. All I received was bills and phone calls from Apria healthcare and the collecting agency they turn it over too. I call them again and told them they need to come and retrieve their equipment it was still in the box never used and I refused to use my time to send it back, because I told them I didn't want it, yet Apria Healthcare took it upon themselves to send the equipment and bill me for it.

Desired Settlement: I would like Apria Healthcare to come and pick up the Nebulizer and to adjust or cancel the payment and remove my number and my child name from their collection agency.

Business Response:

****** ******* contacted Apria on 8/15/2014 in regards to the status of her nebulizer order. She was advised that we didn’t receive the order and asked to resend the prescription, which she did. The prescription was received that day and processed and insurance verified. The nebulizer was delivered on 8/19/2014.

 

The nebulizer was covered at 100 % and deemed a rental by her insurance in which a monthly fee was to be paid to Apria until the purchase price was met. The nebulizer would then be considered owned by the patient. Her insurance paid for the nebulizer from 8/2014 to 1/2015.

 

****** ******* contacted us on 1/6/15 in regards to a balance. The balance was not for the nebulizer, but her yearly deductible for 2015, which was to be paid by her, as per her contractual agreement with her insurance. The deductible was to be paid because her insurance made a January payment to us for the nebulizer.

 

****** ******* asked for the nebulizer to be picked up, but it was already purchased for her by her insurance and she owned it. Apria has a 30 day return policy on unused items. Even if the nebulizer was to be picked up, it wouldn’t clear her deductible which is owed.

 

 

Sincerely,

 

****** ******
Branch Manager
******** **

 

 

 

 

Consumer Response: Better Business Bureau:

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

I was contacted by the company who told me that the only record of conversation they had was my initial call and the call in January. The second call when I was contacted by an Apria Healthcare representative and I rejected the nebulizer that converseration cannot be found. I was also told by person who called they he was going to looked into it, judging from his respond he never did. 

I spoke to my insurance company who said that I don't owe anything as it was taken from my deductables. My Insurance  company also advise me to file a claim with Consumer Reporting Agency, after I explain this issue. Based on the information I received from my Insurance Company it seem that Apria file a cliam with my insurance company after I refused to pay. My complaint is based on principle and how these healthcare agency can manipulate the system for their own benefit. If a customer refuse to pay for an item in the initial call, why do you still proceed to process the order and now when its time to admit they were wrong that recorded conversation is not available.
I have never received a bill from my Insurance company only bills from Apria Healthcare, therefore if  I don't owed Apria Healthcare why are they sending bills and why did they send it to collection? 

Regards,

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



6/16/2015 Problems with Product/Service | Read Complaint Details
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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 **** 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 **** 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 **** 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 **** 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,

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

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 April 15, 2015 I was notified by an email from Apria which was sent to BBB and forwarded to me that they were in the process of sending a letter to me and to the General Consumer Complaint Department at the ********** ***** ****** ** *** Attorney General regarding monies due me from Apria.  As of this date, 7 weeks after Apria's response to the BBB, I have not received any letter or communication from them.  By way of this email I am requesting that BBB reopen my complaint #********.  I appreciate all that you are doing. Thank you.


Regards,

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



Business Response:

Ms. ******** complaint is being processed by the legal department. The legal department does not have the response at this time.    

6/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To Whom It May Concern: I am extremely unhappy with the "service" that Apria Healthcare provides. Each time I order a specific supply, the company sends a slew of additional items and charges our insurance company. I have called Apria many times to clear up these issues. I am told it will be handled and it is not. Recently my doctor's office ordered me a new mask which I received. However, Apria sent an additional box with hose, filters, etc. I called their customer service department 2 weeks ago, was told I would receive a call with "call tag" information to return these items. Of course, nobody has called and I am not surprised. Today I was notified by ***** that Apria billed US $271.46 for the recent supplies. The mask was only $144.17 of this charge. ***** ****** APRIA ACCOUNT # **********

Desired Settlement: 1 - An immediate refund to our insurance company for everything except the ordered item (the mask). 2- A call tag to return the additional items 3 - A closed account with Apria! Thank you, *****

Business Response:

ITEM # 1: Customer’s Statement of the Problem: To Whom It May Concern: I am extremely unhappy with the “service: that Apria Healthcare provides. Each time I order a specific supply, the company sends a slew of additional items and charges our insurance company. I have called Apria many times to clear up these issues. I am told it will be handled and it is not. Recently my doctor’s office ordered me a new mask which I received. However, Apria sent an additional box with hose, filters, etc. I called the customer service department 2 weeks ago and was told I would receive a call with a “call tag” information to return these items. Of course nobody has called and I am not surprised. Today I was notified by ***** that Apria billed US $271.46 for the recent supplies. The mask was only $144.17 of this charge. ***** ****** APRIA ACCOUNT # ******* ***.

Complaint Background:
Product/Service: Mask
Purchase Date: 5/1/2015
Problem Occurred: 5/10/2015
Model:
Account Number: ACCOUNT # **********
Order Number:
Talked to Company: 5/12/2015

Purchase Price: $144.17
Disputed Amount: $127.2

RESPONSE: A refund was requested on 05/14/2015 which can take up to 15 days for processing. The items were disposed of by Ms. ****** at the request of Apria. Ms. ******’s account has been closed.

Sincerely,

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

Supervisor Sleep Management Center

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.

**However, my insurance company has not alerted me to a credit being issued.  Today is 6/12/15 and the credit was issued 5/14/15 which is 29 days.  I will have to believe that the credit will be issued.

Regards,

***** ******

6/12/2015 Billing/Collection Issues | Complaint Details Unavailable
6/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My husband is in need of a replacement part for his CPAP machine which is provided and serviced by Apria. He called to place the order, was given the details of the product needed, gave the credit card information to pay for the part, and was told he would receive it within in 7-10 days. After 14 days without receiving the item, he called to inquire about the part. He was then told he needed a doctor's prescription for it. There are several problems with this. 1) If this is true, why was not informed of this when he first called? 2) According to his physician, a prescription SHOULD NOT BE NEEDED for this part. 3) The customer service reps he spoke to were rude and refused to answer his questions. 4) This is not the first time we have had complications arise due to this company's lack of professionalism and service. My husband is recovering from a stroke and his CPAP is required to reduce the complications from his disability. He has now been without the machine for 3 weeks and is beginning to show signs of problems, included reduced oxygen levels, increased coughing, increased headaches and head pressure, which is causing his depression and anxiety to increase.

Desired Settlement: He NEEDS to replacement part of his mask for his CPAP machine. The medical professional who treats him has said a prescription for a replacement part is unnecessary since in order to get a prescription, a new sleep study would need to be performed and that test is not due for him for another 9-12 months. Apria is NOT a medical doctor, therefore should not be dictating my husband's medical care. Send the part. It's that simple.

Business Response:

ITEM # 1: Complaint involves delivery issues

Customer’s Statement of the Problem: My husband is in need of a replacement part for his CPAP machine which is provided and serviced by Apria. He called to place the order, was given the details of the product needed, gave the credit card information to pay for the part, and was told he would receive it within in 7-10 days. After 14 days without receiving the item, he called to inquire about the part. He was then told he needed a doctor's prescription for it. There are several problems with this. 1) If this is true, why was not informed of this when he first called? 2) According to his physician, a prescription SHOULD NOT BE NEEDED for this part. 3) The customer service reps he spoke to were rude and refused to answer his questions. 4) This is not the first time we have had complications arise due to this company's lack of professionalism and service. My husband is recovering from a stroke and his CPAP is required to reduce the complications from his disability. He has now been without the machine for 3 weeks and is beginning to show signs of problems, included reduced oxygen levels, increased coughing, and increased headaches and head pressure, which is causing his depression and anxiety to increase.

RESPONSE: Multiple attempts to resolve Shelly *****’s concern on behalf of Eric ***** have been unsuccessful. I have provided dates the *****’s have been spoken to and left messages for. Also attempts to obtain the prescription, which is the only required document Apria must have to dispense any supplies. His past prescriptions are no longer valid.

A message was left on May 21 and May 26th 2015. May 27th 2015 Mr. ***** did call back. At this time it was explained the current prescription Apria was given has expired. Out of courtesy Apria did request another prescription on May 11th 2015. It was also requested again on May 27th 2015. Mr. ***** was given information that he also must contact his physician to assist in obtaining a valid prescription. As of June 2, 2015 a valid prescription had not arrived. On June 4, 2015 a call was placed to Mr. ***** providing this information for his assistance to obtain the prescription. He stated it was not a good time and to call back on Monday June 8, 2015. Mr. ***** had not ordered supplies from Apria since November 2013. Once Mr. ***** is able to obtain the prescription from his physician it needs to be faxed to ************. His order will be created and reviewed for qualification to ship supplies.

Sincerely,

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

Supervisor Sleep Management Center

Apria Healthcare

6/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Apria is my provider via ********/******. On 4/29 I was notified by a collection agency I was months past due. I NEVER received a statement 4 products I was turned in for collection for 2 months 2014 I never received a detailed statements on 9/17/14 and 10/17/14. Despite phone calls (34 and 48 minutes on hold) and certified letters I have not received an explanation for these charges. On EVERY INVOICE before and since they have never shown me PAST DUE for any product (I am a CPAC patient) on an Apria statement until today. Today's invoice show's a balance turned in for collection recovery to the Collection Agency (** ********* ** *** ****, ********, *** *****. On collection notice #1 (4/23/15)it claims products delivered(?) on 4/16 and 4/17 2015...the SAME day as I was told I was past due! \ Many documents are available and I will send payment. Apria was also given my credit card to process payments monthly and have never done so.

Desired Settlement: Prove I owe the money. Prove I received any of the products they are billing me for. Remove any negative comments on my credit bureau. I have impeccable credit and an 810+ FICA rating score. Explain why I was never billed for any products and never billed until the same week I was turned in for collection. I have NEVER been past due on any claim I ever had.

Business Response:

ITEM # 1: Mr. ****** states that he never received a past due notice, however was referred to collections. He wants Apria to prove he owes the money and that he received the products that he is being billed for.

RESPONSE: We have reviewed Mr. ******’s account an found the following. Mr. ****** received a BIPAP device and humidifier on October 17, 2013. Apria submitted claims to ****** on the patient’s behalf. Mr. ****** placed his credit card on file to be charged for amounts not covered by ******. The BIPAP was converted to sale on November 17, 2014 turning ownership over to Mr. ******.

There was a delay in submitting the claims for the September and October 17, 2014 BIPAP rental claims. This is why Mr. ****** did not receive a statement before 2015 when the claims were being referred to collections. However, as Mr. ****** had placed a credit card on file the charges of $51.13 x 2 for the September and October 2014 claims were charged to Mr. ******’s credit card on April 17th. The claims in error were referred to collections on April 18th. The payment of $51.32 x 2 was applied to the collections balance on May 20, 2015, leaving Mr. ****** a $0.00 balance with collections. We have confirmed that the amount was not reported to Mr. ******’s credit report and apologize for this error.

As of today Mr. ****** has two pending claims, January 14, 2015 for supplies, which ****** paid $80.10 and has $159.88 pending under process and Mr. ****** paid $39.01. The other pending claim is for May 7, 2015 for supplies, which ****** has paid $110.35. Mr. ****** has paid $7.41 and there is an open patient responsibility of $12.62. We did notice there were two credit cards attached to the account, on ****** Card which had denied when we tried to charge and the second a **** which had approved and processed the charges, so we removed the ****** Card from the account.

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

Sincerely,

****** ****

Billing Center Quality Specialist

6/3/2015 Problems with Product/Service | Complaint Details Unavailable
6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January, 2014, my husband received equipment prescribed by his physician. The provider, Apria delivered the equipment prior to obtaining an authorization from our insurance company. The insurance company has since denied the claim due to no authorization on file, a contractual obligation for the provider with no patient liability. Apria has billed us multiple times, each time I have called the insurance to verify that this claim processed with no patient liability. Insurance has contacted Apria 4 times advising them that they may not bill the beneficiary and forwarded a copy of the explanation of benefits showing this is a provider adjustment. I continue to be billed for this service and the account has now been referred to an outside collection agency to collect a bad debt. I have disputed this debt with both Apria and the collection agency however I am continue advised that this is "patient responsibility" because it was denied and because my husband, who suffered from a brain injury, signed a delivery ticket and accepted the equipment. Please help with resolution. Product_Or_Service: DME Equipment Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to Apria to adjust this claim off as a write off. This has denied with no patient liability and therefore is not my responsibility to pay. I would like to a letter from Apria as well as the collection agency advising that this account has been adjusted and that I will not receive any further bills.

Business Response:

 

ITEM # 1: Mrs. ***** states that Apria did not obtain the authorization, therefore the insurance will not pay. She state that the insurance has said the balance is not patient responsibility and she wants the amount adjusted

RESPONSE: We have discussed this issue with the insurance and wife on multiple occasion’s Apria delivered a wound therapy pump and supplies to Mr. ***** on January 6, 2014. Mr. ***** signed the Sales Service and Rental Agreement stating that any amounts not covered by the insurance would be patient responsibility. Apria tried to obtain the authorization, however **** denied as the type of wound that the patient had was not covered.

**** informed Apria on January 13, 2014 that they would not cover the wound therapy pump. Apria asked what we needed to do to help in getting the service covered. **** said a peer to peer. We placed a call to the patient and spoke with Mrs. ***** who confirmed the doctor. We left four messages with the doctor that a peer to peer call needed to take place.

On January 16, 2014 we spoke with the nurse at the doctor’s office and she stated that the doctor had spoken to **** yesterday. We called ****, who stated the doctor called and made a peer to peer appointment. The nurse called us back and stated that the doctor was going to try a different therapy as the insurance has still denied because of the type of wound the patient had. We called and left a message for the patient that the insurance still denied and we were placing the equipment in a pick up as the doctor was going to try a different therapy.

We left another message on January 24, 2014 regarding the patient of the ***** pick up process. The equipment was received back and placed into the system on January 31, 2014.

Ms. ***** called and made a payment of $63.87 on March 25, 2014. We spoke to Mrs. ***** on April 28, 2014 regarding the open balance of $1201.35. We explained to her that we tried to obtain the authorization and the insurance denies as they did not cover the use of the equipment for the type of wound the patient had and per our contract we can bill patients for amounts not covered by the insurance.

On June 5, 2014, we emailed **** to send us something in writing reflecting that the item is no longer covered by **** or to reprocess the claim, per our contract.

We spoke with Mrs. ***** on January 29, 2015 and explained once again that **** denied the authorization due to the wound did not meet the criteria; therefor, following the Sales Service and Rental Agreement, the patient is responsible. We sent a copy of the documentation to Mrs. ***** for review.

Additionally, upon meeting certain conditions (primarily relating to age of the claim) certain charges may be referred to a third party collection agency. The January 6, 2014 claim was referred to collections on April 12, 2015, Mr. ***** can set up a payment plan with the collection agency.

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

 

Sincerely,

****** ****

Billing Center Quality Specialist

 

5/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I lost a piece of medical equipment in a fire on February 7th. My house insurance company sent a check to Apria, who is my medical supply company, to replace the equipment. When Apria stated that they received the check, they delivered my equipment. Apria then billed me for this equipment and simultaneously billed my **** card, which they were not authorized to do, and which caused me to exceed my credit limit. I had no idea that they had even done this until I got my **** statement. In the past, many, many months ago, I had allowed Apria to bill my credit card for an amount that my health insurance company did not cover, but they were supposed to call me if they wanted to bill my card. The current charge was not only unauthorized, but was already paid by my house insurance company, ******** ******. I called the Billing Department at Apria on Tuesday April 28 and was told that my **** card would be credited the unauthorized amount within 48 hours. It has now been in excess of a week and I have not received the credit. Trying to talk to the Billing Department is an impossible task during the day when I work. The wait time is usually in excess of an hour, and I cannot spend that sort of time at work. I want my money back, and I can't seem to get anyone at this company to respond to my e-mails, either!

Desired Settlement: DesiredSettlementID: Refund I want my **** card credited for the amount that Apria, in error, billed it.

Business Response:

Item #1: Ms. ****** states that Apria charged her credit card for an amount that was paid by her house insurance and she was told she would receive a refund, but has not.

RESPONSE: Ms. ****** called on February 9, 2015 and stated she needed a new compressor as hers had been lost in a fire and the home owners insurance would cover the replacement. Apria keyed an order for a self-pay compressor so an invoice would generate to be provided by ******** ******.

On March 17, 2015, Apria received a check from ******* ****** for the new compressor. Once the new compressor which had been ordered came in Apria contacted the patient/neighbor to set up delivery. The new compressor was shipped by FedEx on March 24, 2015.

Ms. ******’s credit card was on file as recurring for charges not covered by her insurance. The compressor had been set up as self-pay therefore the credit card was charged in error.

Ms. ****** contacted Apria on April 28, 2015, regarding the credit card charge and the representative started the refund process and trying to locate the insurance check.

There was an over sight regarding the check and we contacted ******* ****** on April 29, 2015 and requested the void and reissue the check for the compressor

******* ****** voided the first check and reissued the check in the amount of $861.08 on May 15, 2015. We were able to reach Ms. ****** on May 18, 2015 and obtain the full credit card number to issue the refund which was processed on May 19, 2015 in the amount of $861.08. Per the bank/credit card company it may take 1-10 days for the credit to show on the account.

We apologize for any inconvenience this may have caused.

Sincerely,

****** ****

Billing Center Quality Specialist

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAVE BEEN TRYING TO GET CPAP MASK SINCE JANUARY.ALL THE INFORMATION HAS BEEN FAXED TO THEM MANY TIMES OVER.I HAD OPEN HEART SURGERY LAST APRIL AND SINCE SLEEP APNEA EFFECTS THE HEART THIS IS NOT A GOOD SITUATIONS.WE HAVE SPOKEN TO BOTH APRIA ****** AND ********** SO MAY TIMES I CANT KEEP TRACK.SINCE THEY HAVE NO COMPETITION THEY DON'T HAVE TO DO MUCH BECAUSE MEDICARE IS LOCKED IN TO THEM

Desired Settlement: JUST WANT MY MASK

Business Response: Mr. ********* has been working to receive sleep apnea supplies from Apria Healthcare since January 2015.

The Medicare required documentation that supports the need for the sleep study
has been received, unfortunately is invalid as it is missing the physician’s
signature. Apria has spoken with Mr. *********’s physician whom advised he does
not have a signed copy, in turn Apria has made a follow-up to an alternate physician
in hopes to assist in obtaining.  Apria has had dialogue with Mr. ********* consistently since January advising of the reason for the supply delay and the need of his assistance before any services can be rendered. Speaking with Mr. ********* today, he does express understanding and will continue his efforts in obtaining the documentation that will allow Apria Healthcare to complete Mr. *********’s transition and service his sleep supply needs. 


Sincerely, 

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

Customer Service
Supervisor

 

 

Tell us why here...

5/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was prescribed an 02 concentrator by my doctor, which was delivered by Apria Healthcare on or about the evening of December 31, 2015. I was told by the delivery driver that I would need to call Apria for billing information, as he had no idea how much the machine would cost. I called Apria right after the holiday and was informed that they would need to look into the cost for the machine based on my insurance coverage and other options for me, if needed, based upon the same. I spoke to several representatives until, finally, someone was able to quote me a hard cost. At that time, I told the customer service representative that I thought the cost was unreasonable and asked her what I should do. She recommended returning the machine as soon as possible to avoid any further charges, which I did that day; approximately January 9, 2015. On or about March 2, 2015, I received an invoice for $169.01, the full amount of my deductible for the month. On March 3, 2015, I spoke to ******, who past me on to a ****** (supervisor), who told me that she doesn't prorate charges, but that she would refer the matter to a local branch manager. She told me that the proration would be taken care of in 24-48 hours. I heard nothing further and assumed that the matter was dealt with. On or about April 9, 2015, I received another bill from *********** (Apria's billing company who could do nothing to help me). I promptly called Apria and spoke to Shay who told me that my adjustment was denied. I asked for a call from the local branch manager, ****, who never called me back. I am diappointed, to say the least, with Apria's cusotmer service when I feel that I had a vaild complaint, i.e. I only had their machine for 9 days, but was billed for a full month. Obviously, once they are paid by ***********, they no longer care about customer service/satisfaction. I was forced to pay *********** timely to avoid damaging my credit. To this day, despite requests, no one from Apria has returned my calls

Desired Settlement: I would like my bill to be prorated to reflect the actual amount of days that I had the machine (which would require a refund to me from Apria).

Business Response:

ITEM # 1: Ms. ****** states that she received a concentrator and after finding out the cost would be returned the equipment. She is requesting to have the amount due pro-rated for the amount of time she had the equipment, so that she is not charged for the full month. She states that after she received a bill from *********** (Apria’s billing company) no one would assist her and she had to pay them to keep from being referred to collections. 

RESPONSE: In researching the issues involved, we have confirmed that our records show the following in relation to the above-referenced Patient account.

Apria rented a concentrator to Ms. ****** on December 30, 2014. At the time Ms. ****** had insurance coverage through *****. *****’s claims and payment processing are handled by *********** which acts as a claims administrator for *****. Apria provides the equipment and supplies for ***** patients and submits claims to ***********.

Apria does not bill patients directly, rather all patient billing is handled by ***********. Apria informs ***** patients that they need to contact *********** for any billing or pricing information.

We apologize if Ms. ****** was not informed when she requested the concentrator be picked up on January 8, 2015 that the equipment would not be pro-rated. When the equipment is billed it is billed in a 30 day cycle and not by a daily rate. The concentrator was picked up on January 9, 2015.

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

Sincerely,

****** ****

Billing Center Quality Specialist

5/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 2014, I was diagnosed with sleep apnea. In January 2015 my doctor contacted Apria with a valid order form, requesting a sleep apnea machine for me. Despite numerous phone calls between my doctor and my daughters on one side and Apria on the other side, despite numerous faxes that the doctor resent, 4 months have past and I still didn't receive my equipment. I have ******** and ******** for many years now, and Apria is inventing bizarre reasons not to send me the machine. I am sick and old, I can barely breathe at night and I am very much in need for this machine. They are playing with my life.Thank you.

Desired Settlement: I want my machine for which I'm entitled. I also want the people that are responsible for this delay including two supervisors named ****** and ***** (********* **) to be sanctioned, not only because they didn't resolve my problem but after talking hours on the phone they promised me that nothing is missing from the order form and I will receive the machine shortly, but when I called next time these two supervisors were not to be found. Nobody knew their names, nobody knew them.

Business Response:

ITEM # 1: Patient wants setup on the CPAP machine ASAP

RESPONSE: The original CPAP order was received by Apria Healthcare on February 11, 2015 but did not meet the ******** documentation requirements:

  • Face to face chart or progress notes missing facility address and signature illegible
  • Written order prior to delivery missing the physician’s NPI number

 

Apria requested a new written order prior to delivery, ******** billing prescription and an attestation form from the physician on February 11, March 25, March 30 April 6 and April 13, 2015.

On April 21, 2015, we identified an error made by an Apria agent on the original attestation form. Apria corrected this error on the same day it was identified and notified the physician’s office to explain why a corrected attestation form was needed to process the order. An updated form was received on April 24, 2015 and the order was processed.

Apria attempted contact to the patient on April 27, 2015 to review benefits and to schedule an appointment for the setup of the CPAP machine; the contact was unsuccessful.

In follow up, the Apria Healthcare Clinical Assistant (******** ** branch) left a voice mail message on April 29, May and May 8, 2015.

The primary phone number on file is for the patient‘s daughter. We also called a second number listed and left a message to contact Apria to schedule an appointment for the set up.

The physician’s office was contacted on May 8, 2015 to in the event they could provide assistance with patient contact.

We continue to attempt to contact this patient to schedule an appointment for setup.

ITEM #2: Employees to be sanctioned for lack of resolution and incorrect information provided.

 

RESPONSE: Apria will provide the proper coaching and education to address any errors made by Apria agents/opportunities for improved customer service. Apria strives for high quality customer service and continuously evaluates quality and the performance of our agents to drive improvements.

 

Sincerely,

**** ****

Escalation Desk Manager

 

5/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apria failed to deliver oxygen to my mother the date it was promised as well as the next business day. The oxygen was delivered late the next day. Seven phone calls were made to the local Apria over the two days inquiring about the delivery. Apria continually assured us the oxygen would be delivered however it took two days and my mother was without oxygen for that period of time resulting in oxygen deprivation which resulted in the family having to contact the family doctor who then had a nurse contact Apria which finally resulted in delivery. After the oxygen tanks were used up we called to have the tanks replaced and requested that a phone call be made prior to delivery so that a family member could be available to allow the Apria delivery staff in the home since my mom was unable to walk and answer the door. Apria never called so once again my mom was without oxygen. Due to a subsequent health issue my mom was placed in a rehabilitation center for 20 days. Upon being released we again called Apria to have oxygen delivered. Again requesting a phone call. Apria did not call and delivered the oxygen to my house instead of my mom's house. Apria left the 6 oxygen tanks unsecured in front of my home. I contacted Apria and asked for a supervisor to verify what address Apria had on record to deliver the oxygen to. Apria confirmed that the oxygen was delivered to the wrong address and we would not be able to get tanks until the next day for my mom. Apria had a very poor customer service system. Making a call to their number results in a wait time of at least 20 minutes. Some calls were over an hour wait time.

Desired Settlement: Complete refund once service for oxygen has been secured with a reputable agency.

Business Response:

Mr. ***** states Apria failed to delivery oxygen to his mother. However, without Mr. ***** mother’s name and address we are unable to research and respond to Mr. ***** Complaint. I have e-mailed Mr. ***** for additional information but as of today (3-30-15) I have not received the needed information. 
 
 
 
 

Consumer Response: The information Apria was asking for is as follows:

Name: ******** *****
Address: **** ***** ****** **** ******** ** *****
DOB: ******* ** ****

Business Response:

5/6/15

Better Business Bureau
San Diego, CA
Attn: ***** *****
Dispute and Information Analyst Lead
******@sandieqo.bbb.ora

Re: Apria Healthcare Inc: Golden, CO 1457
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
haYe resulted in this complaint. Below is a brief description of the complaint matter and our
response ..

Item # 1 : Customers family contacted Apria Healthcare three times regarding MS. ***** oxygen
delivery. The drivers did not deliver on the expected day or time given. The oxygen was
deliYered in error to an alternate address that was on file, which was the son's address however
Ms. ***** has her own residence the equipment was to be delivered to.

Item# 2: Customer experienced excessive hold times when trying to contact Apria Healthcare
regarding the status of technician.

RESPONSE
We attempted to reach Mr. ***** but did not make contact. We also reached out to Ms.
***** but was unable to talk with her directly. We have verified through our system that
Ms. ***** has the appropriate oxygen equipment at this time.

Sincerely,

******** *****
Area Customer Service Manager
Littleton, CO

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3 years ago I received a nebulizer for breathing issues from my doctors office at the time. Apria Healthcare supplied this nebulizer and I paid for its rental. Last year I received a letter that my nebulizer was now paid in full and I would receive no more billings.The only thing I got was the nebulizer. Apria has never been out here to service it..I get the albuteral solution from a pharmacy I've never seen anyone or had a service call from Apria.Out of the blue..I got a bill for 37.16 not itemized nor explained. I've emailed, no response. Written..no response..tried calling local office on the bill (###-###-####) waited 65 minutes on hold gave up. Called the ###-###-#### number..held for 120 minutes gave up..tried calling different times..just tried now..estimated wait time 92 minutes! What is the bill for? I buy my own tubing for the nebulizer etc...! I'm disgusted and concerned that they bill ******** but you can't reach them! And they don't reply. The account is: **********. They keep sending me bills warning me to pay..but why am I being billed? They also have a wrong address for me online though I've given them an updated one.(A year ago) The only time I did deal with them (when I first got the nebulizer) they were rude and the person didn't even know what I needed to know about the nebulizer! This company bothers me because people depend on them for health issues! Product_Or_Service: nebulizer Order_Number: none Account_Number: none

Desired Settlement: DesiredSettlementID: Other (requires explanation) DROP THE BILL OR TELL ME WHY I OWE IT! WHAT IS IT FOR? PLEASE REPLY TO MY QUESTIONS!

Business Response:

Item # 1:

Ms. **** states that she has received a statement for a nebulizer that she had been informed by letter that had been paid in full. She states that she has tried to call but the hold times are very long and has not been able to reach anyone. She wants the bill dropped or tell her why she owes.

 

 

 

RESPONSE:

We have reviewed Ms. ****’s account and found that she received a nebulizer on October 7,

2013. Apria submitted claims to ******** and ******** on her behalf for payment. The nebulizer was converted to sale on November 7, 2014, however at the time there were still pending claims with ******** and ********, which we had not been paid for the nebulizer.
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On March 11, 2015, we received notice from ******** that Ms. **** had not met her spend down on the January, February and March 2014 claims. Therefore, the balance of $37.16 was referred as Ms. ****’s responsibility.
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We apologize for our hold times at this time, we are aware of the issues and have a plan in place to help with the hold 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

5/26/2015 Problems with Product/Service | Complaint Details Unavailable
5/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 26, 2014 Apria deducted from my checking account $48.40. I called in January and talked with someone in apria billing who verified I didn't have an account with Apria and shouldn't have been billed. I was told to send a copy of my bank statement showing the deduction which I did on February 2, 2015. I have now sent the request 3 times with no response. Wait time to get through to Apria billing is between 35-58 minutes. I have talked with several persons in billing who didn't know exactly how to help me and have sent it up the chain. Still, no response. Tried to call again today and another 35 minute wait time. To date I have not had a response to my faxes or telephone calls.

Desired Settlement: I have spent a great deal of time on this. I expect Apria to correct this matter immediately. I expect phone calls to be returned and letters responded to.

Business Response:

May 12, 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 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. ******* states that she had $48.40 deducted from her checking account on December 26,
2014. She called and spoke with someone in Apria’s billing department and was told that she
was not a patient and should not have been charged. She faxed in the copy of her bank statement
to get the matter resolved, however no one has called her back.

RESPONSE:
I called Ms. ******* and requested that she fax the banking information over to me to
review. After having our cash posting center review the payment we found that Ms.
*******’s banking information was attached to her mother’s account. I called and
discussed with Ms. *******, who thanked me for my help.

Sincerely,

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

5/25/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I suffer from Pulmonary Fibrosis and require oxygen 24 hours a day. I receive oxygen every two months by Apria Health Care ******. On April 10, 2015 I took vacation leave from my full time employment to be home. The oxygen was delivered, and I was informed by the employee that I would receive a back-up tank that would be delivered on Wednesday, April 15, 2015. I took another vacation leave to be home on the date specified for the delivery of the back-up tank. I called that morning around 9 a.m. to check the estimated time of delivery, and was put on hold due to a problem and was transferred to **** who said she would call me back. I waited almost five hours for her phone call. Finally, I called her back, but she was out to lunch. I left a message with the receptionists and with her voice-mail. It has been two days and I still have not received a return phone call or the back-up tank delivery. This is the third time this has occurred within the last nine months, where a delivery was scheduled and I needed to take off from work but they were a no call no show. I have been a customer for only nine months.I believe this is unsatisfactory customer service. Requiring me to use numerous vacation days awaiting delivery and having them not show up or respond to phone calls.

Desired Settlement: I would like my phone call returned, the back-up tank delivered, better customer service and for the delivery to be actually made on the day scheduled.

Business Response:

COMPLAINT

Patient was told a Backup o2 tank was going to be delivered on April 15th.
Tank was not delivered and when patient called that day to enquire about it, she was on hold and transfer to **** a customer service representative who said she would call her back. Patient called a 2nd time after waiting for 5 hrs. For **** to call her back. She left her a message and two days later she had not received her backup tank and or a response form ****.
She requested that her tank be delivered, her phone called returned and for the delivery to be made when it is scheduled.

 

RESPONSE:
On April 10th E tanks and B tanks were delivered to Patient and a conversation must of taking place about a backup tank. The information did not reach the branch and back up tank did not get scheduled. When patient called our office on April 15th **** said she would get back to her the next day based on the comments in our system. Comments in the system also say that **** talked to her on the 17th
and explained to her that we could deliver the backup tank but informed her that the E tanks are considered back up as well
she decided to keep the E tanks as back up and her B tanks for portability.
I called her on 4.28.15 to see if the concerns she had were resolved and to apologize for the inconvenience she had to go through. She said all issues were resolved and everything was fine. I asked her to call us if she has any future issues with our service and or our employees.

 

Sincerely,                                                                                   

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

 

Branch Logistics Manager

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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 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 in