Problems getting APAP machine

[Wulfman]

And.....here's what I done-did:

viewtopic/p296747/viewtopic.php?p=296724#p296724


Den

[snoregirl]

I am with the group that says don't give up. It took me multiple calls to Apria on my first machine (APAP). Talked to different people and insisted that I get the one I wanted (and for which my prescription was written). I was ready to order online, but didn't need to as it was cheaper with my insurance and I eventually got what i wanted.

Hang in there. If you can get reimbursed like Wulfman for an online order great, but if not hang tough with Apria and work on the other DME's you can use your insurance with at the same time.

Ask Apria the same question you are asking here. Why are you trying to change what my doctor ordered and how can that is legal? And, my insurance company has no record of denying this machine, when did you call them and to whom did you speak? Why don't you try again since they tell me they have no record of this denial you speak of?

We do have an attorney general and a governing body for medical issues in most if not all states. Consider looking them up and using the name of the office with Apria. Be ready to file the actual complaint. I have done this before on heath and general consumer issues and it scares the company and many times helps.

Good luck.

[dunkonu23]

Thanks snoregirl. I fully intend to do exactly as you suggest today when they call me--tomorrow if they don't. I'll actually have more ammo if they don't call today because that will be just one more failure to deliver on their part.

Thanks again!

Scott

[dunkonu23]

I just got off the phone with Apria. As of now, they've seen the error of their ways and have ordered my APAP machine for my permanent use. The many suggestions here in this thread paid off, so far. In a week or so, when the machine arrives, I will be able to state that it's mine, so for now, success!!!

Thanks everyone!

Scott

[Slinky]

Good going, Scott! You took the bull by the horns, started educating yourself and persevered. Way to go!!

[dunkonu23]

Slinky,

Thanks! I just wish I would have found this forum about three months ago when it because obvious that I needed some kind of OSA therapy. This place has so much knowledge that it's staggering. One night, I just sat and read for about five hours. Knowledge is power and man, I felt great after I won!

Thanks again!

Scott

[birdshell]

Way to go! YOU are one of the few to win the Apria battle. Whatever you do, DON'T search for "Apria" and try to read the responses...Can you say, "snow job"?

Medical service providers must face the consequences of their actions. Many are so poor at doing so, even with the looming of a big-time liability malpractice suit. Granted, the CPAP world can be a bit daunting and there is a lot to know.

BUT SHEEZE, PUHLEEZE! Can a DME provider NOT be expected to simply read and fill a prescription? It cannot be that hard, can it? Although, proof shows us that it is TOO HARD!!

I urge everyone to complain assertively any such incompetence. And, how about complaining to those who can REALLY do something about it, including our insurance companies and employers?

I know that is harder than it looks, but voting with our business is eventually sending a message. Maybe if we reinforce it assertively, something will change for the better. Of course, if we have a great experience, we should be equally assertive with our compliments.

So, you go, dunkonu! Congratulations and welcome to the wonderful world of cpaptalk. It truly is a support system.

Karen,
Who loves REAL snow

[dunkonu23]

Birdshell,

Thanks! I've already complained to my insurance company three times about Apria. One, was about the disparity in advice given to me when compared to that given to a coworker who has the same insurance as I; the advice was about the schedule for "consumable" items such as mask inserts, shells, and headgear. The second time was about the delay in getting the small and large inserts for my mask. The third was about obtaining the APAP machine--the subject of this thread. I think I'm a pretty easy going person, but there is something about healthcare insurance that just winds me up. For example, I've had prescriptions canceled by Medco because they claimed the medicine was pulled by the FDA. When I proved conclusively the medicine was still available, they still refused to fill the prescription. So, I forced them to transfer the prescription to a local pharmacy and keep the payment at the three month supply discounted rate.

For the life of me, though, the situation with Apria really bothers me. While I'm not naive in the ways companies cut costs, it seemed extra sleazy -- and stupid -- that they would lie to me and tell me my insurance company had denied my prescription for the APAP and mask. I guess they attempted to play the odds where a person would not call an insurance company to confirm the denial.

The advice here in this matter has been invaluable and the general information contained in this forum is priceless.

Thank you again!

Scott

[dunkonu23]

I thought I'd put an update in this thread so those who are interested can get context regarding what I'm about to write.

If you read this thread you'll see that I've been put through a bit of ringer with Apria Healthcare. Today, they fixed that and then some.

I was scheduled an 8am appointment today at the Southfield, Michigan office to get my new APAP machine. If you are in the Detroit area, you know we got pounded by a pretty wicked snow storm today. I got to the office at about 7:55 am. Turns out they opened the office early just for me, today. Considering the storm, it was a miracle this happened on time. The technician I worked with today was the nicest lady I've encountered in a public facing position in a long time. She was friendly, informed, and jovial. She spent about 20-30 minutes with me analyzing my issues, then the work started.

We started with my exisiting mask and the fact that it leaked at higher pressures. The goal here was to find an adjustment where the mask wouldn't leak. Now, I should explain that I wasn't given a choice of a mask when I first began treatment 2 months ago. With that in mind, I fully expected to have to order a new mask today and pay for it.

We went through three different masks and couldn't find one that got a good seal. The fourth mask had a good seal. Then something unexpected happened. She said that since my insurance wouldn't pay for the new mask because I had not yet had it for six months, she would give me the brand new Mirage Liberty Full Face Hybrid mask I had just tried--free of charge. That blew me away. You have to understand, that kind of thing doesn't often happen to me. I was ready to have to fight for everything, but not today. Some might say that I deserved the free mask because I wasn't given the choice at first and I will generally agree. It's just that this lady completely impressed me so far beyond the norm and was genuinely concerned. I'm not naive, the lady cared.

So, it turns out, the machine was swapped out. I was fitted for a mask by a person who truly cares, and I got the mask that worked free of charge. And I left completely blown away by the experience.

I realize this may never happen again, but I wanted to tell this story to kind of balance the negative with a gigantic positive and to just remind everyone out there that even a company with a generally negative reputation like Apria can employ people who care and do their jobs cheerfully, thoughtfully, and with great care for the customer/patient.

Scott