DMEs....GRRRRRR

[Bonnie]

I spent the last two days on the phone with 20 people in 4 different states. I received my statement from Apria and they charged me and my insurance company for something I didn't order. Here's how the story begin.....

In March I called Apria to question the price of filters and a new Swift. If it was going to be outrageous I would order from Cpap.com. They said someone would call me back. Two days later a package showed up with filters for a different machine, the Swift and a 6 foot hose (?) I called asking why would you send something out I didn't order??? I was waiting for a phone call back! A lot of ums and ahhs but no definitive answer. I explained that two of the three items were NOT EVEN correct. I said I would consider keeping the Swift but they could have the other two back. I was told it was not cost effective for them to pick up or me to send back. (they are about 4 miles from my house) I was to dispose of them as I wish. Yesterday I got the bill and the statement from my insurance company. Everything I didn't order was on there and my insurance paid their portion and I was left with the balance. Brings me to the 20 people in 4 states, trying to find a knowledgable person. I won't bore you with the conversations only to say there are no knowledgable people who work for Apria.

What I DID find out the the three items, a Swift nasal system, 6 disposable filers and 2 reusable filters came to $513.00!!!! Who in the heck is kidding who???? Again I was told something completely different at the local level as to costs. When I talked with them today they told me that in every conversation the will make notes on the patients records documenting what was said. This particular conversation was not written down. (reminds me of the missing minutes on the Nixon tape) Also so much for "This conversation may be recorded for quality control" which means we will erase anything that is not beneficial to us. They have no record of my conversation about keeping the Swift if the price is comparable to on line pricing (ha ha ha ha) but have a portion of the conversation of them stating the cost effective portion. So seeing as I "ordered the swift and used it", it's mine. What morons. So for almost the price of a cpap machine I have a Swift!

And they wonder why we are unhappy with moronic & inept DMEs.........

[krousseau]

Did you notify your insurance company that the items were not ordered so they don't pay???

Check with your post office-I believe you are not responsible for postage to return items not ordered (and you are certainly not responsible for payment on items not ordered) therefore if they do not arrange for return of said items-notify them in writing that items will be stored in your lost & found for a charge of $8.60 a day and items not claimed after 60 days in your lost and found belong to you. (or make it 17.20 a day and 30 day limit). The letter is not required but it is somewhat satisfying.

It wasn't a DME but I have refused to even reseal a package of unordered goods-the company did arrange for pickup. The Fed EX or UPS man came to the door picked up the box of goods not ordered resealed it himself, slapped a RMA on the box, and took it away.

[NightHawkeye]

I was told it was not cost effective for them to pick up or me to send back. (they are about 4 miles from my house) I was to dispose of them as I wish.

Yep. I've gotten that before, too. It is a not uncommon tactic which often works for the seller. By the time you get the bill from insurance, or your charge card, or whereever, it will be nearly impossible for you to send anything back. More importantly, you won't be able to simply tell your insurance, or credit card company that you sent the stuff back and to reverse the charges.

Moral of the story: If it's not yours, then send it back. Just think about it. How often have you really gotten something for nothing?

Regards,
Bill

[krousseau]

I recently ordered 2 grey pollen/dust filters and 6 ultrafine filters from Apria. And said I would pick them up-"oh no easier to drop them in the mail" said the rep. So two weeks later I got the filters for $93 plus a $15 next day air charge. The DME is 20 miles away-The package came from a warehouse about 50 miles from me-no air delivery for 90 miles. Next Day in two weeks???? I know the delivery mode is just a way to get the driver out here to the boonies the next day-but it was a routine order that someone probably forgot about.

[snoregirl]

Wow,

This is a great thread. I am dealing with Apria (just got the machine yesterday) problem is the earliest I can get a new mask is on Dec 22 (I may be gone for the holiday, after that, the new year deductable makes it pointless to bother with insurance and therefore Apria).

I asked about this and was told that I could order it from anywhere and they would ship it to my house.

Glad you all gave me the heads up on the overcharging etc.

I got a Ultra Mirage FF mask with my machine (charged about $150) yesterday but plan to get a Swift (have one already one from my sleep study) in Dec.

How much was just the Swift billed at? I will be curious about how my order comes out price wise, and you can bet that if I come home from vacation and the thing is over $150 it is going right back (receipt denied or whatever you call it) since the Swift is cheaper than the UMFF.

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[krousseau]

Oh......I wouldn't want to imply that they are overcharging Medicare will pay some....secondary insurance will pick up a portion....I may end up paying nothing for the filters (except of course high insurance costs). I am appalled by the fact that people without insurance pay those fees out of pocket and wonder how long I'll be able to afford the insurance I now carry. My sleep studies were over $10,000 as billed to insurance (plus the nasal endoscopy and insomnia referrals they made because doctors get so specialized these days).