My Nightmare with the DME

It occurs to me that if you're going to hafta pay up front that CPAP.COM's price is quite a bit more attractive.... and you could then TRY for reimbursement.

Well my nightmare continues...

After taking two hours off from work today, I still went home empty handed (well I did get the new mask). But everything else was the wrong model or just substituted by them. Them is the big "A" - - - Apria. I am sure nobody here is surprised to hear this.

It's funny, if you want specific equipment... they tell you "no, it has to be on the prescription". But they either can't read or are just totally incompetent. Maybe I am being a bit harsh. But come on, I asked them 3 times over the phone about getting the A-Flex equipment specified on my script and was told no problem. One person even said "all our machines are now "A-Flex". WRONG. They tried to give me a an Auto M w/C-Flex. I almost drove off, when I decided to look at it one more time in the car. It was the wrong machine. I came back in and asked the guy about it being an A-Flex. He looked it up on Respironics website, and sure enough it was not the Auto M w/A-Flex. Then he became mad at me! This is ridiculous! Why would they treat me this way? He was really a jerk to me from that point on.

He then checked with someone in the next office, and said they would have to order it, but that it might be a problem. I handed him back the C-Flex machine and asked to be updated on the situation. Of course nobody called me today. I left him a voice mail and talked to someone else, who said I needed to talk to the shipping department in the morning. They would know if it's been ordered.

I had signed the paper work and was almost gone. Good thing a double checked it. You would think it would be important for them to follow the prescription. A pharmacy wouldn't give you the wrong drug. But they tried to tell me it was what I ordered. When they looked at the script, they got mad at me.

Also they substituted the Humidifier too. My script specifically said the F&P HC150. But they gave me the Respironics Heated M Series. I was looking so closely at it (which is why I almost didn't notice the wrong machine), but decided I liked it and didn't press that issue. I had the old original M Series humidifier and hated the design. Because it would leak and was hard to clean. The current one is completely redone, and looks like it will work much better. All my old concerns were not an issue. Plus I already have the HC150 to fall back on.

So I am really furious. Am planning on a day of phone calls tomorrow. All I want it to know, is that they ordered it and approximately how long it will take. I am not going to let them bully me into taking the wrong machine. If I have to get my doctor and the insurance company involved, I will. But they told me on the phone 3 times, "no problem getting the A-Flex". Is that too much to ask?

I would like to hear from anyone who got there Auto M A-Flex machine specifically from Apria. That will give me a little comfort knowing they can get that machine.

This is so frustrating and stressful, as I am sure many of you already know. Thanks for listening.

Well, not an Auto-M.

But just thought I'd let you know that someone sympathizes with you. I've gone 'round the mulberry bush with the Big A, as many have.

I find it astounding that they feel they can just change your prescription, or ignore it. (Been there.)

Good luck.

socalmonkey wrote:Well my nightmare continues...

After taking two hours off from work today, I still went home empty handed (well I did get the new mask). But everything else was the wrong model or just substituted by them. Them is the big "A" - - - Apria. I am sure nobody here is surprised to hear this.

It's funny, if you want specific equipment... they tell you "no, it has to be on the prescription". But they either can't read or are just totally incompetent. Maybe I am being a bit harsh. But come on, I asked them 3 times over the phone about getting the A-Flex equipment specified on my script and was told no problem. One person even said "all our machines are now "A-Flex". WRONG. They tried to give me a an Auto M w/C-Flex. I almost drove off, when I decided to look at it one more time in the car. It was the wrong machine. I came back in and asked the guy about it being an A-Flex. He looked it up on Respironics website, and sure enough it was not the Auto M w/A-Flex. Then he became mad at me! This is ridiculous! Why would they treat me this way? He was really a jerk to me from that point on.

He then checked with someone in the next office, and said they would have to order it, but that it might be a problem. I handed him back the C-Flex machine and asked to be updated on the situation. Of course nobody called me today. I left him a voice mail and talked to someone else, who said I needed to talk to the shipping department in the morning. They would know if it's been ordered.

I had signed the paper work and was almost gone. Good thing a double checked it. You would think it would be important for them to follow the prescription. A pharmacy wouldn't give you the wrong drug. But they tried to tell me it was what I ordered. When they looked at the script, they got mad at me.

Also they substituted the Humidifier too. My script specifically said the F&P HC150. But they gave me the Respironics Heated M Series. I was looking so closely at it (which is why I almost didn't notice the wrong machine), but decided I liked it and didn't press that issue. I had the old original M Series humidifier and hated the design. Because it would leak and was hard to clean. The current one is completely redone, and looks like it will work much better. All my old concerns were not an issue. Plus I already have the HC150 to fall back on.

So I am really furious. Am planning on a day of phone calls tomorrow. All I want it to know, is that they ordered it and approximately how long it will take. I am not going to let them bully me into taking the wrong machine. If I have to get my doctor and the insurance company involved, I will. But they told me on the phone 3 times, "no problem getting the A-Flex". Is that too much to ask?

I would like to hear from anyone who got there Auto M A-Flex machine specifically from Apria. That will give me a little comfort knowing they can get that machine.

This is so frustrating and stressful, as I am sure many of you already know. Thanks for listening.

Well, "NO", nobody here is surprised.

Is there anything in this link that you can use? (like contacting the corporate offices and raising Hell with them)

http://www.apria.com/services/1,,39,00.htm


Den

Well, I just called me sleep dr. and thanked them for not referring their prescriptions to Apria.

socalmonkey wrote:GOOD NEWS! I got the "equipment specific" prescription from my doctor today no problems!

So early this morning I called my insurance company, and had them switch the DME on my "notification" request. Faxed all the info to the new DME, and things are looking up. I will follow up with them tomorrow. Now I should be able to get the specific equipment I need, since it's on my script. Although I doubt it will happen until next week. But my luck seems to be changing... and if it weren't for all the good advise on this site, I might still be in DME hell.

OldLincoln: I have the same insurance as you. The DME you mentioned, is the same one I didn't want to go through originally. But now I am going to them. Since they seem perfectly happy to supply exactly what's on the script. Time will tell.

Thanks everybody, for the support. Listening to my story is not new for many of you. I appreciate the hand holding, as I go through the same thing. I hope my next post will be that I got the equipment! Here's to sweet dreams!

That's good news. I'm just curious who the nightmare DME was. I've had my share of BS with United Health Care since I started my therapy. They kept sending me letters that the DME I'm going with isn't in network, despite being told by several reps that they are in network and have a national account with UHC. It took about 3 hours and faxing several pieces of documentation from their website showing they were in fact in network to get this taken care of. If I could switch to another insurance provider, I would, but I can't since they are my only choice out here.

socalmonkey wrote:I had signed the paper work and was almost gone.

The signature is what they needed to get paid. I suspect they will be slow in getting the right equipment, so I suggest not hesitating escalating the issue to their HQ.

I know it's uncomfortable to make them open each piece of equipment and validate it matches the Rx, but with Apria you have to do that. I wonder if that's why they prefer to deliver it to your house in a box. So for others just getting their equipment, pick it up if possible and examine every item BEFORE signing (that's the only leverage you have). For deliveries, refuse to sign until you do the same and if anything is wrong, refuse to take delivery or sign anything. And yes you can open boxes to look.

sleepyinstlouis wrote:

socalmonkey wrote:I'm just curious who the nightmare DME was. I've had my share of BS with United Health Care since I started my therapy.

It was Lincare. I was trying to avoid Apria. I have United, and they have been great.

I called Apria many times this morning. No calls back. I finally reached a live person who told me it was turned over to a supervisor and they hoped to have the status today.

Mean while, I am having fun trying to adjust to the new mask. Time will tell.

Hang in there SoCal. The squeaky wheel sometimes actually does get the (nipple) grease.

And if anyone is musically inclined, I just realized that the title of this thread fits the "Green Acres" theme song.

socalmonkey wrote:

sleepyinstlouis wrote:

socalmonkey wrote:I'm just curious who the nightmare DME was. I've had my share of BS with United Health Care since I started my therapy.

It was Lincare. I was trying to avoid Apria. I have United, and they have been great.

I called Apria many times this morning. No calls back. I finally reached a live person who told me it was turned over to a supervisor and they hoped to have the status today.

Mean while, I am having fun trying to adjust to the new mask. Time will tell.

Jeeze. I'm sorry that you had so much trouble. I'm with Lincare as well. I will never ever go with Apria unless they are the only DME left on the face of the planet. After all the BS I saw my dad deal with interms of getting his CPAP supplies, oxygen and then trying to get them to pick up the supplies - do you know how frickkin' heavy an oxygen canister is? Not to mention they kept trying to come back to take my mother's wheelchair that had been presribed for her because she cannot walk (fused vertebrate due to several falls), I spent more time arguing with them than I did trying to get anything done.

I ended up carting everything back to their local office and making them sign a sheet that they had gotten the items back. Even then it was still a nightmare. I was supposed to be making funeral arrangements for my dad, not argue with their staff.

ETA: You may also want to call UHC and let them know about this as well. The more complaints they get from their insured, the less likely they are to want to keep the company on a national account status.

jdm2857 wrote:Hang in there SoCal. The squeaky wheel sometimes actually does get the (nipple) grease.

And if anyone is musically inclined, I just realized that the title of this thread fits the "Green Acres" theme song.

If we must...

My nightmare with the D.M.E.
Hose-livin' is the life fer me
Just hook me up and I'll breathe
Keep on thrummin',
Just gimme that REM sleep..

"No hose" is what I'd rather say,
'Cuz I can't buy them on ebay.
Those masks only serve to block my view,
Darling I love ya,
But hosing's just not for you.

The snores!

The sores!

Fresh air!

Lincare!

You are my wife.

Good-bye hoseless nights.

"No problem"... the words I wanted to hear, finally came today. But not after I had to chase them down at Apria.

I called and of course still got no returned call. One time I got someone to get the guy from yesterday and put him on the phone. He was still non-committal. Then late this afternoon I got the manager on the phone. She immediately knew who I was, and updated me on where things were. She admitted there error, saying someone just saw "Auto M" and didn't read the A-Flex part. They are getting a confirmation on the price from the insurance company (like we all know it's the same code - and they get paid the same amount). But she said "no problem, they were ordering it from Respironics", and they usually can get it in 2 to 3 days. She promised a followup call with me tomorrow, and said I should be able to pick it up Monday or Tuesday next week. She was great and reassuring.

I am over joyed... and cautiously optimistic.


jdm... too funny!

Sorry to hear all the other stories. Sad that in times of need, we must deal with uncaring, thoughtless, subpar customer service.

This site is truly filled with a unique community of people. Thank you all for sharing your collective wisdom and knowledge. I am hooked.

Kiralynx wrote:...CPAP.COM...

CPAP.COM is not 'in-network' so my insurance won't reimburse me . They'd rather deal with the DME's $301 and the DME wants me to pay upfront, which is not gonna happen...this situation is just insane.

My mom took pity on me and is paying for the mask from Johnny. My doc won't FAX it to them because they are not covered under my insurance; however, they are MAILING my prescription to me (no FAX at home). So, I will have the mask..just not real soon.

Ya know all the lawyer jokes...far as I concerned based on my experience and the stories I've read here those jokes apply equally to DMEs. Now I must admit, some of you have reported your experience with your DME is quite opposite, they dealt with you in good faith, were helpful, and kept their word. Bah on the rest

Muse-Inc wrote:CPAP.COM is not 'in-network' so my insurance won't reimburse me . They'd rather deal with the DME's $301 and the DME wants me to pay upfront, which is not gonna happen...this situation is just insane.

My mom took pity on me and is paying for the mask from Johnny. My doc won't FAX it to them because they are not covered under my insurance; however, they are MAILING my prescription to me (no FAX at home). So, I will have the mask..just not real soon.

Ya know all the lawyer jokes...far as I concerned based on my experience and the stories I've read here those jokes apply equally to DMEs. Now I must admit, some of you have reported your experience with your DME is quite opposite, they dealt with you in good faith, were helpful, and kept their word. Bah on the rest

Yah, I know.

My fiasco with Insurance and Apria has been told here:

viewtopic.php?f=1&t=40925&st=0&sk=t&sd= ... re#p358645