For those who have to tangle with Apria

[Fogster]

I thought I would post my recent experience dealing with Apria as it might help others. If this is old news, violates some forum rule etc, feel free to delete this post.

Here is the short version of what happened. I got a cpap from them Sept of last year. Combined, my insurance and I paid 4 months. I was told at the end of the "rental period" I would own the unit which was 10 months. I attempted to pay my entire 10 month rental balance when I picked up the machine but was told I could not.

My insurance changed in January. I attempted for 4 months to get a bill for the remaining 6 months of the "rental" period which I would pay out of pocket. The end result was I was billed for a brand new unit all over again and the 4 previous months "didn't count" and that rebilling for a new unit was "company policy".

I was expected to pay the full price for a brand new unit yet keep the one I had that was now 8 months old.

Every time your insurance changes, they will start the billing cycle over, no matter how many times it happens or the amount you may have already paid.

How to get to the right people in billing to solve a problem

First off, don't call the number on your bill, it will go to India. Here is the number that always goes to a U.S based center. 1-800-327-4691.

There are 3 levels of billing people there. The first level really answers the phone. Ask for a billing specialist. The billing specialists are the second level of people and they are pretty well versed on policies, etc. If they don't solve your problem, ask for their Supervisor. They may resist this but they will give you a supervisor name if you ask for one. Finally try the branch manager for the location that you got your machine from.

Here is what I learned. I did end up getting a brand new unit. The new PR System with CFlex..software version 2.02. It is really quiet.

1. It is a pure rental. They will tell you that you will own the unit, however, nothing in the contract that you sign states that you will own it.
2. If your insurance should change before your "rental" period should end, all of the payment is lost and you start over again.
3. If you start over, they will bill you for a brand new unit. Demand to get a brand new unit if this happens to you.

[Slinky]

Sounds like horsepuckies to me. I'd be talking to our state business licensing board about this practice. I don't think the licensing board would look kindly on it.

Someone other than Apria would have to tell me that this was a legitimate practice AND it would have to be a "somone" w/some weight in their britches like a state office that could put Apria in their place.

I don't buy their story at all. Just another one of their "less than the truth"s.

[LSAT]

Almost everyone that has had problems with Apria had billing problems. They are a bunch of CROOKS! That billing overlap shouldn't happen.

[fuzzy96]

unless you took the machine back when the insurance changed the original lease cannot be broken just because your insurance carrier changed. YOU are still the leasing party and any insurance coverage is on YOUR BEHALF.

[Janknitz]

I have to agree with Slinky--it sounds like you handled it as best you knew how, but I would suggest that you not take Apria's authority as the truth in terms of whether or not the rental starts over and remains a "pure rental". That's certainly NOT true under Medicare--it might be true under your particular insurance, but I'd want to hear it from your new insurance company, NOT Apria.

1. It is a pure rental. They will tell you that you will own the unit, however, nothing in the contract that you sign states that you will own it.

Regardless of what the contract says, your insurance company dictates this. If you are on Medicare or another insurance that requires a "capped rental", at some interval (13 months for Medicare) there are no longer any rental payments due and you own the machine.

2. If your insurance should change before your "rental" period should end, all of the payment is lost and you start over again.

. I don't believe this and would want to hear it from your new insurer OR the state agency that regulates DME's. I would not take Apria's word for this. However, you essentially "cured" this issue by #3 in which you convinced them to give you a brand new machine. So I do agree with your step #3:
3. If they do get away with billing you for a brand new unit, DEMAND a brand new unit.

They gave you "a brand new PR System with CFlex"--let's hope they didn't stick you with a cheap machine with no data (the PR System One Plus) after all that!!!!

[Tcamillemars]

Back in the days before I discovered cpap.com, Apria double billed my insurance for everything. When the insurance refused to pay (as they should have) Apria took me to collections over an unpaid bill---$120 for the hose!!! That is right my friends, the 6' hose was $120. (and the insurance had already paid for it once- this was the double billing) When collections called I explained it to them and I never heard another word. I told Apria that for $120 worth of hose, I could run my machine from the house across the street. Moral of story.... don't bother with insurance unless it pays 100%.

[Lizistired]

Just got the EOB from my ins.
Apria billed: Slimline Hose - $92.70, 2 ea. FX pillows - 186.20.
Ins pain $33 & $46.
Copay: $15.57

[Fogster]

Thanks for the feedback from everyone. At least I am not the only one that thinks that the way this operates is questionable at best. I should have listened to some Cpap talkers and just paid out of my pocket instead of using my insurance! I was using Athem Blue Cross.

The branch manager ultimately agreed to give me a brand new unit. So they do have some power to move things on your behalf. All that being said, I am not done with this. I have all the names of the top executives at Apria and I will be contacting them.

There is no reason that getting a CPAP machine should be more risky than buying a used car when we use our insurance. It's a piece of equipment that has a set price. The only reason I can think of that they use this "rental" process is the possibility that they will get to double bill for the same machine once your insurance changes. And since most of us get our insurance through our employer, we have no choice if our employer decides to change (which was my case).

I will update this if I ever hear back from any senior executives at Apria.

[Janknitz]

The only reason I can think of that they use this "rental" process is the possibility that they will get to double bill for the same machine once your insurance changes.

Make sure you understand the "big picture" if you are going to be writing the big wigs at Crapria. Crapria doesn't choose to use "this rental process"-that is purely a function of YOUR insurance company. Some insurers do only capped rental, some do only purchase, some rent for a period of time (usually until compliance is proven) and then purchase, and some insurance companies give YOU the choice (although Crapria will not always tell you you have a choice). Medicare is the biggest payer, and Medicare does only a capped rental--many insurers simply follow Medicare guidelines.

And they don't "get to double bill", no matter what. Doing so was fraudulent, but your pushing did at least get them to swap you out for a new machine to "cure" that issue.

BEFORE you write to the Crapria big wigs, CALL Anthem Blue Cross and find out exactly what the deal is on YOUR policy (every employer negotiates a different plan with a particular insurance provider, so the DME coverage policy for YOUR plan may differ from someone else's Anthem Blue Cross plan). You can request (in writing) your "Evidence of Coverage" (EOC) which is YOUR contract with YOUR insurer, and the policies should be spelled out in that booklet (although it will not specify CPAP equipment in particular, it will cover the blanket DME policy). It probably won't address what should happen if you are going from one insurer to another, but will state whether your policy covers rental, purchase, or a combination thereof.

You'll be a lot more credible and forceful in your letter to the Big Wigs IF you approach it with knowledge and understanding of your insurer's coverage.

[Roger hicks]

Thanks for the info. Have been fighting these clowns over billing for
Months. Their service is pathetic. Over an hour on hold. Two reps
from India who can barely speak English. I will follow your four
Level order and see what happens. Roger in Kansas

[Sir NoddinOff]

This is an old old post Roger... BTW, back in May 2011 I thought they were pretty decent. Apria had a local store and always seemed to get my orders right, plus they never nagged me for a credit card number. Nowadays,forget about it, cuz they've certainly earned their nickname Crapria!