It is now Dec 14, 2015, I first contacted Apria about getting a replacement cPap Machine around Oct 13, 2015. I was told they would contact my insurance for eligibility for a new cPap. I went back to the local office near the end of October to check on the status. I was told I need a prescription from my Dr. I went and got the prescription and hand delivered it to the office. I next went into the office around Nov 12th and was told they needed me to see my Dr and he needed to send in a letter requesting the cPap. I see my Dr and the paperwork gets sent to Apria.
Nov 24th I was told the prescription had to be dated on or after the Dr visit. Done. Today I call and am told the Dr did not word his letter exactly like they needed (btw they sent the Dr.’s office what they needed, and I was told after they got the letter that is was what they needed).
After 5 contacts with Apria, they don’t even know if they will have me a cPap before the end of the year. I am glad my life does not require a new machine immediately. I sincerely hope they get other life-critical medical supplies out in a timely manner. I am checking with my insurance for another in-network supplier.
UPDATE just got off the phone with Apria, they are going to see what they can do to get this resolved. I wished him luck.
Caring, Customer Service Is Totally Lacking With Apria
It started in August with a call to place an order for CPAP supplies. At first it seemed like a simple process and then the wheels fell off the wagon. I called the 1st of September for the tracking number for the shipment and was told I would have to talk with the billing department. No order had been placed. I was told I needed a new prescription, a face to face documentation and numerous other requirements. I complied with their request and called back again to check. Still no orders placed, and now new requirements.
Now it is the middle of September. I was told the order had been processed and to call the end of the week for the tracking number. When I called, they had not placed the order because of some missing documentation. If so, why did someone not call or email me? Again, I sent them what they said they needed. Still, no order was placed. I am now calling everyday. Everyday I had to repeat the entire history of this order. Don’t they make notes like most customer service businesses?
Long story short, it is now mid October, no order placed, they sent me more email documents to send back and when I asked if they can now provide me with the shipping number, I am told, again to call back tomorrow. Really? Again? I guess I will see tomorrow. If they say they will call you back, don’t wait for that call. You could die waiting. Now being able to use the CPAP for more than an month has started to have an impact on my overall health. I hope that I survive this unacceptable service from a Healthcare provider that clearly does not care about their customers.
Local Office Is Fine but Corporate Customer Care Is Horrible
First, they kept leaving me voice mails from an automated call system without any identification of who they were. I ignored it for several weeks as the message sounded like a credit card scam. Finally I called from work and found out they were trying to notify me that my credit card was going to expire next month. The contact is obviously in India and their language skills and understanding is minimal. Not really able to respond to my questions.
Another issue has been that they sent me a letter saying I had not sent my modem in when requested. The problem was I left the modem for pickup by FedEx and they failed to come by. I had already called the number on their instruction for advice and they had rescheduled the pickup which went off without additional problems.
No communication between parties resulted in a rude letter accusing me of not doing what I was asked to do. Royal **. Will go elsewhere as soon as I retire. Their corporate office is obviously made up of money grubbing people that do not care about their customers and only want to make money. Billing does not match up with my EOB’s so I suspect there are trying to rip someone off, too. Wish I were European.
Incorrect Billing Again. Billing Number Goes to Full Voicemail Box
Incorrect bill, again. Called to correct. Billing number goes to voicemail box. Voicemail box is FULL. Incompetent billing, incompetent phone system. I am now calling my doctor to see if we could get CPAP machine from ANY other provider. I would pay more, if the bill were just accurate! Google “Apria billing complaints” and see that this bad business has been screwing customers for more than 10 years, and they are apparently getting worse, not better. But the employees tell me they get free cookies.
Bogus Billing and Critically Poor Customer Service
Received a bill yesterday for $70 because they did not pick up my CAP machine until a month later after my insurance started using another company! (I wonder why???) So I call them this morning, I got absolutely no help. Spoke to 3 people with not results! Extremely rude people to work with! They say you are on a recorded line, but, with all the negative reviews it really makes you wonder.
Anyway, bottom line I find out they are charging me $70 for a rental cost because I they did not pick up the machine until a month after my insurance cut them off because they went with another company. Stay clear of Apria, they must really be hard up charging people fees just to make money off of us! This company is a disgrace to the industry. Any help from other customers taken advantage of would be greatly appreciated.
Poor Billing
Apria is absolutely horrible. The worst company I have dealt with for CPAP machines. I was told by the representative when I got the machine that my insurance has preapproved the device. A year later I am being billed for it, so far $1500 and counting. They told me they are having a dispute with the insurance carrier stating the agreement they have with my insurance carrier does not require them to get preapproval. I called the carrier myself and they said that is wrong, they do require it. And the fight continues. Now Apria is telling me I must take full responsibility for all noncovered charges.
Somehow now I am dragged into a dispute between them and my ins. carrier. When I originally got the equipment the representative told me she needed my credit card to cover the copays. Now it is being for all charges because they are in a dispute with the insurance carrier. If I don’t pay my credit rating will drop and has dropped because of this. RUN AWAY FROM THIS COMPANY!!
Outsourced Bad News
My husband has been trying to receive, or should I say successfully place an order for sleep mask supplies with Apria for many months now. He has done everything they asked. However, each time he receives a call-back, which they do well, the foreign voice asks him to start again to place his order again, to set up his account again. We are pretty sure the workers are getting paid for doing nothing. Bad choice of countries to work with (India) you greedy business owners! Why didn’t you stick with ours? At least your results would be successful!!
Absolutely Horrible Company, Disorganized, Unreliable, Bad Service, Horrid Wait Times, Worst Experience Possible
This is clearly the worst company and horrible customer service imaginable. No, I take that back, it is actually worse than you can imagine. It is amazing they are in business doing such a lousy job if my cumulative experience with them is any indication. Today for instance, my O2 concentrator that was delivered yesterday, I used overnight, I woke up realizing it was delivering a foul odor (slightly burnt, sweet, rancid). As a never-smoker, I guess it was like stale tobacco smoke from a previous home. My first call to Apria was on hold one hour and nobody picked up. So I called back. During that call I was switched to new customer service representative twice to start over. That took about an hour total.
Finally, the service representative said “no prob. Someone will be at my home this morning before noon to switch out unit.” Nobody showed up or called me back. At noon I called again. The representative said there was no record of my calls and no plans to switch-out my unit. After another long wait the representative came back on the line to say they delivered to me yesterday. Of course, I knew that but this was not the issue now. So the representative added me to the delivery list today and assured me again it would in fact be today. But when I checked an hour later I am not on the list in what amounted to another another nearly-one-hour phone call most of which was me on hold waiting.
All I have done today is make calls and wait on hold for what could have been only one single five min call in the first place. I do not feel well and need things to be easier, handled one time, clear, reliable, and not obstreperous and infuriating. There exists a competition on my time and energy between managing my health issues and getting done with other things. Run as fast as you can in the other direction from Apria if you value your time and energy. Never mind hope for any simple cooperative relationship with Apria.
They do nothing to behave that way. Apria is indifferent to wasting your time and energy. They don’t care. Today is not over yet. But I have no confidence in Apria. Will they show up? Do I sit here waiting all day again? Will they call? Am I on the schedule? Can I have back my time wasted and frustration? Do I have to start over again calling if I miss them today?
Poor Customer Services and Business Practices
My employer moved my healthcare coverage to a new insurer in Jan 2017. In the process, I was automatically assigned to Apria as DME supplier. I had Apria in the past, so was apprehensive given their poor service. When this issue began in Mar 2017, I started documenting all communications.
I placed an order for APAP supplies from Apria in Mar 2017. It took eight months to get Apria to correctly submit the claims on this order through my correct insurance (end of November). After making no progress in resolving this matter with Apria, I asked for help from my healthcare plan. After little success by their rep, she then escalated to her Provider Relations department to assist.
It had been 10 months of communications with Apria without having yet reached full resolution. I had not received reimbursement for overpayment from Apria nor any communication/statement from Apria even acknowledging I am owed reimbursement. It took writing to Apria’s CEO in January of 2018 to get reimbursed – the check arrived almost 11 months after the order was placed and their mistakes had begun. I spent countless hours of my time trying to resolve this issue. Apria submitted claims to the wrong insurer multiple times after having been provided the correct insurer information repeatedly.
I paid the initial $300+ invoice through my VISA which they automatically charged after the incorrect insurer denied the claims. Apria never communicated to me the denial from the incorrect insurer, they simply charged my VISA the full amount. Apria erroneously double-billed me for the same order and amount of $300+. They then sent me a statement and left a voicemail threatening collections for their erroneous double billing. In October, a new/separate DME APAP supply order was delivered to me. Neither I nor my physician placed the order, as I had moved DME companies by this time.
Re the erroneous DME order, Apria told me they would schedule pickup of the supplies and let me know when that was to occur. A UPS driver appeared at my door without my having received any communication from Apria re a scheduled pickup date/time. Apria placed another charge on my VISA for the erroneous order after I had clearly communicated to Apria to remove auto pay and that they did not have any authority to bill my personal VISA without my approval. I placed a dispute on this charge with my bank who provides my VISA.
Apria provides EXTREMELY poor quality of customer service. Attempting to reach Apria representatives when there are issues is a test of patience. Wait times are extremely lengthy and representatives don’t follow through on their commitments and are inconsistent in their responses. There has been a lack of follow through on what they committed to doing in almost EVERY instance. I have moved my DME provider. I would NEVER go back to Apria, even if I had to pay for my supplies out of pocket. Their company seriously needs an audit of their practices.
Refusal to Accept Decision of Branch Manager
Received BiPAP breathing machine from Apria while living in Colorado in 2013. I was to pay for 13 months a partial payment, while insurance company paid the remaining percentage. In May of 2017 I moved to Texas and had to secure new Medicare supplemental insurance, since original company did not do business in TX. About 1.5 months later I received a bill from Apria with no explanation.
Upon calling, they said that changing insurance companies created a “new contract”, and that I would be responsible for another 13 months of partial payment. I replied that I never signed a new contract nor had seen one, that it was the same identical machine that I had received in 2013 and that it was now four years old. I stated that it was not right to try to collect the same amount of original money for a used machine, that I had already paid 13 months for this machine, and that my liability for this particular machine was over unless they wished to provide a new machine.
When they insisted that I would owe them money, I stated that I would rather return the machine and obtain a new one from another company. When I went to the local branch office, they looked at the machine, asked how old it was. When I responded, the manager stated that the value of the machine had long ago been paid for by the insurance company. He said that I should keep it and that it was mine.
Apria then communicated with me that since the manager had stated this after they had issued a bill, that I would be required to pay. My response was that since I had no foreknowledge of a bill being created after fulfilling my obligations, and since the manager said that it HAD been paid for, that all financial obligations had already been met and even exceeded. In fact, they had received over $14000 for a machine that had an original retail value of $3000. We are still in conflict. I filed complaint with BBB, but BBB states that Apria has no ratings from them due to failure to respond to numerous letters. I have also filed complaint with branch of Federal Trade Commission.
Worse Company in America
This company is so dishonest! It took me 4 months to get my CPAP. Then in Sept 2018 I changed insurance. Apria took it upon themselves to just start new billing again… on a used machine, like it was brand new. Saturday morning, the 2nd of December 2018, immediately called and cancelled my card after they hit my card on December 1st about 1 AM in the morning. They told me I could NOT return the machine and I fought until they said that I could take back to Apria in Lenexa. I did that Monday December 3rd as soon as they were open. They said they get complaints like that.
Now, they are billing me for another $44. 48 for the month of December. They kept saying I owed $8 and change for returning on Monday 12/3/18. NOW they are billing me for the entire month of December 2018. BEWARE OF THIS COMPANY. DO NOT LET THEM HAVE YOUR CREDIT CARD.
Horrible, Incompetent, Disorganized Customer Service
I have been trying for more than 2 months now to get a CPAP machine and supporting supplies. More than 20 phone calls. They keep saying the documents sent by the doctor are not sufficient. Then I have the doctor send other docs. Then they say it’s OK now and I will get a call to confirm order status. No call ever takes place. Then I call back and am told the docs are still insufficient. Repeat this loop five (5) times. I finally entered this sorry picture, go to doctor office, and personally check that Apria’s requirements are met and docs faxed. This still did not break the vicious loop above! 2 months lost playing this insanity. Never seen anything like this. Third world level of competence and service.
Delivery of a Sleep Apnea Machine
April 1st was the date the Dr sent in the prescription for a sleep apnea machine to Apria. Today is June 18th and I still have no machine. I have continually called, spoke to several customer service reps and every time they give me the same story. They need my insurance card number, must get in touch with insurance to make sure I still have coverage, they will turn this over to a decision department.
Next call, they have no information about my order, nothing on file. Next call, they need my insurance card number, no information found in my file, and on and on. I finally spoke with one representative who told me every thing was a go… he would call back in 5 minuets with a delivery date. This one actually called back, said they would deliver this machine this week. Wait for the call.
No call, I called back today and was told it has all been approved, she asked me to hold while she would be in touch with the delivery department with a tracking number to be delivered via email. They are so slick. It is unbelievable, of course no tracking number. Why would they have a tracking number for a delivery of a sleep apnea machine. If they send it in the mail, hopefully they will send a technician with it to show me how to use this machine.
I am beginning to believe this company does not really exist. It feels like I am speaking with a ghost company. Yes, I have wasted my time and given them every benefit of the doubt, my fault for even waiting for one week let alone 3 months.
Oxygen Services
Tried for over a week to work with these people on providing oxygen for my mother. It appears that they use an overseas call center because the people you speak with can’t understand what you’re asking for. Doctor’s orders were sent to provide my mother with an O2 concentrator for the home, a portable O2 concentrator, and oxygen cylinders to use until the portable unit came in. I spent many hours on the phone with these people getting nowhere. I was always told it was being reviewed, needed more paperwork, or had been cancelled. I was never able to talk with a local office, only the call center.
Customer Service Order Status
Calling Apria for information requires a half-dozen transfers and phone button pushing. When you get a representative, they’re ALWAYS the wrong department… “let me transfer that for you”… “I’m sorry you’ve reached the wrong department.” When you finally reach your destination the phone contact sounds like they’re in a Glad Sandwich Bag. The transferring folks were clear, but for some reason, the person that’s supposed to have your information can’t be understood.
After giving the representative all your information, and I mean ALL your information… you get disconnected. Return to GO, don’t collect anything. If you can get anyone else to service your Durable Medical Equipment, don’t use Apria.
I Have Been Attempting to Switch From a Facial Clap Mask to a Nasal Pillow and I Have Gotten the Runaround.
I have spoken to 5 different people over a period of 2 days and I have been told 5 different things. It has been impossible to get a straight answer on how to switch from a facial mask to a nasal pillow for my clap. I have been told that I would have to pay out of pocket, that Medicare would not pay as I wasn’t in an area that was covered by MC, that I would need a prescription, that I would need to have a repeat sleep study, was told to go online and figure it out myself. I am so frustrated by the incompetence of these people. This isn’t rocket science! I intend to find someone at Apria who knows what they are doing.
Poorest Excuse for a Company
Was on hold for over an hour, transferred several times, hung up on four times… All for a humidifier bottle for my dad’s concentrator. After speaking to several people and asked to talk to his supervisor yet never got to talk to one, I was told that they sent humidifier bottles with the concentrators and finally hung up after I argued with the lady that we never received one. Then apparently they couldn’t deliver it. I would have to pick it up in a town at least 30 minutes from my dad’s house. When I looked up that location’s address it said that location was permanently closed down, then the last person that I spoke to said they could send it UPS.
This was all after they told me my dad’s oxygen was picked up in 2014. He’s only been on it for not even 6 months, they couldn’t find him in the computer, the address they had wasn’t the same… Well why the hell would Apria have their sticker on his concentrator?! Not the right address? That’s weird because you delivered it to his house!!! So you must have had the right address! Ugh! We’ll definitely be looking for a different company to get his oxygen from!
How Do They Stay in Business?
you can easily spend a half hour or more on hold. When her portable oxygen concentrator began showing a red light recently, after 50 minutes on hold, we were told they would replace it within 24 hours.
That was two weeks ago. Their robo-call has woken us up several days to announce a delivery window that day. But no one comes, nothing arrives. So my mom is basically homebound until they get their act together and deliver the equipment. It’s very unprofessional. Maybe if enough people tell Medicare how awful the service is, they will find other oxygen companies to work with.
Disgruntled and Frustrated
I have been experiencing severe sleep apnea. My doctor ordered a bpap machine. Weeks go by with no word from Apria so we decided to call. We were told there was a hard hold on our account. When questioned about the charges no answer was received only if we wanted the machine we had to pay. Payment arrangements were made for a balance we did not owe. After several hours and weeks of phone calls the balance is for a machine that was returned several years ago. More phone calls, more hours on the phone and we still have to pay and no machine.
This company customer service is overseas. You talk with people that are very hard to understand and do not resolve the issues at hand. To make a long story short Apria is very unprofessional. You get no help, no answers. So people if possible do what we did – talk to your insurance company and use another DME COMPANY. Apria is all about the money aspect of your health problems and not about your health. Blessing and the best to all who read this posting.
Poor Customer Service
I was switched to Apria when I was on Florida Blue. When I went on Medicare and tried to get CPAP supplies, they gave me and my doctor’s office the runaround. I am now with another company. APRIA HEALTHCARE SHOULD NOT BE IN BUSINESS!
Absolutely Horrible Customer Service. Long Waits on Phone (On Hold), Followed by People Who Don't Know What to Do
opt out.
Beware!! Company Isn't What It Seems
ABSOLUTELY A TERRIBLE COMPANY! BEWARE!! Their company accidentally sent me to collections and will not fix the problem. Now my credit is tarnished and they don’t even care. Equipment is high priced and performs like low quality equipment. I was told originally to stay away from them for my health needs and now I know why. I can’t give them a 0 star… it’s amazing how they are able to operate.
Non Existent Service
Apria sent a new CPAP quickly. Unfortunately, the setting was incorrect. I have called 5 times in the last 2 weeks and have yet to have a call from a technician. I have talked to 2 different supervisors, and had them escalate my concern to urgent. Still no response 2 weeks later. How many times should I call? The return of a CPAP is prohibitive and will only be accepted if defective item. It isn’t defective, I just need someone to fix the setting.
Worst Experience Ever, Every Single Time...
As a discharge planner at a hospital, I can’t tell you how dissatisfied I am with working with this company. This organization has screwed up order after order. They never seem to get anything right, are disorganized and never take responsibility for anything. Equipment gets delivered wrong, to the wrong place, or non functioning. Complaint after complaint has been given with no improvement in customer service. I absolutely dread any and all experience I have to have with Apria.
Never Choose Apria!!
After waiting for 2 weeks after my doctor faxed my prescription for my CPAP machine to Apria, I finally decided to call them to see what was the holdup. First, I waited on hold for over a half hour just to speak to a person. He told me that they would call me on Monday to set up a time with them to discuss insurance. I waited until the next Thursday and decided to call them back on my own. I once again waited for a half hour to speak to a person. This woman told me that she didn’t understand why no one had gotten back with me and she elevated my order status. She said a manager would call me back the next day.
The next day, the manager called me and things seemed to be straightening out. She said there would be a total charge of 29.61 for all the equipment except the mask and that I would pay for the mask when I picked up the machine. She scheduled me to pick up the machine on the following Wednesday and took my banking information to charge the $29.61.
Wednesday I went to the office to pick up the machine and be instructed on how to use it. After the instruction the woman in the office showed me an invoice. The amount on the invoice was less than the $29.61 and she said the ONLY thing I would have to pay for was the mask. I asked her how much the mask would be. She said it would be less than $20. I signed the invoice as she noted the card was already on file so I didn’t need to provide it or get a receipt. 2 days later, as I was checking my bank account, there was a charge for $118.98!!! I called back to Apria.
After I talked on the phone for close to an hour, the woman supervisor named **, told me that she was sorry for the mix-up but I had to pay more because they didn’t tell me right. Tell me exactly how 2 people told me that I only owed $29 and I got charged $118.98?!?! Something seems very fishy and illegal about this company. I will be talking to my lawyer.
Criminal Behavior/Non-Existent Customer Service at Apria
I called Apria to find out the buy-out amount for my CPAP machine. I was informed that only 3 payments remained on my term and that it would be best to just make the remaining three payments and then billing would stop and I would own my machine. I agreed.
Meanwhile, I received a letter regarding patient financial assistance. I called and said “I did not think I needed to complete the form as I only had 3 payments remaining.” I was informed that by filling out the form, should it be approved I would receive lower “patient assistance” pricing on any supply orders I would make in the future. My assistance was approved and my monthly billing decreased for what was to be the final month.
When I received an invoice for an additional month, I called the billing department and was informed that since I had requested financial assistance and received it, that my monthly billing would continue indefinitely and that I would not ever own the machine. I told them that this was unacceptable and that they had contacted me about financial assistance. They told me it was too late and that I would continue to be billed. I told them I would pay the full final month and take ownership. They told me that was impossible. I asked to talk to a supervisor and was refused. Finally they gave me an address for customer care and that I could write to them. I did.
2-3 months later I received a call from a very rude customer service agent, who verified my initial conversation about the buy-out. I again offered to pay it off and again was told that someone had made an error, that it was a training issue within Apria and that I was stuck with ongoing monthly bills. I asked to talk to someone in charge and was told that I would be on hold for a while. I asked if someone could call me back, she agreed and 9 months later I still have not received that call.
I wrote another letter, included a check for the buy-out amount and stated that they should either accept the check as a final payment and buy-out or not cash the check. They cashed the check and have continued billing. I have not paid them a dime and now am getting letters that I am being turned over to a collection agency. This was clearly a bait and switch fraud by this company. THEY ARE CRIMINAL IN THEIR CONDUCT – DO NOT USE.
Incompetence, bad customer service, unresponsive manager
I have dealt with Apria ever since getting my first CPAP and have never had the problems that I have had in the past few years. First your company went to a cheap knock off version of the Quattro headgear and I was told by more than two telephone associates that you no longer carried this headgear and the replacement did not come in a medium. I told the associate my head was too large for the small and too small for the large. At least three associates told me this and a supervisor. I now have a large and a small headgear and my point was proven correct (neither headgear fits my head). I finally went online and ordered 4 medium headgear from the online store.
My biggest complaint is the respiratory therapist at the Parham Road location in Richmond, VA. On 10-20-2015 I went into your office with my bi-pap and it was supposedly replaced with a new machine although Matt said it had 25 hours on it. I came home, set it up and within a month, it started to beep continuously. Took it back and Matt told me it was suppose to beep and I told him I knew it was but not thirteen times or until I finally unplugged it. He was not interested in my complaint and would not do anything. A month after that I went back and again complained – this time his arrogance was worse than before and again would do nothing.
Finally I sent my caregiver in about the headgear and bi-pap both and he would do no more for her than he had done for me, said the manager was in a meeting. My five year date was up in February 2016 and when I called I was told it was past my five year date. I finally called back and asked to speak to the manage.
When the telephone call was returned it was not from the manager but the therapist Matt who proceeded to tell me the manager did not return calls and would not speak with me. Except for my last call I believe all visits and calls were prior to the February deadline. I even asked for the President’s address which was not given to me. I was told to call your complaint department, who never returned my call. My frustration level with your company is through the roof.
HORRIBLE Customer Service
finally got someone who would not listen to me. I asked to be transferred to the Endwell branch as I thought I would get better service with them. But the woman in Endwell kept talking over me, too. I hate that. I would start to speak and she would speak over me. I asked her if it was worth losing 3 customers? And she said she couldn’t care less. So there you have it. There are other companies out there. I switched in less than an hour.
Nasty Rude and Cutoff
It all started I’m not sure date or those details but from the start I was diagnosed with osa. I went to the only local in Freeport Il osa place. It was Garrity Home care. Was awesome, worked till got my mask right. Serviced it, got me new humidifier and when it broke they sent it in and gave a loner with humidifier key with humidifier.
The service was so good, people so helpful and friendly. Then this happens. Apria Healthcare took it over, closed my towns store. Then my machine broke a second time. They made me go to their town. The atmosphere was just not warm, the lady had looks and wasn’t like my towns lady. They reluctantly sent it in to be fixed. I had to force them by calling corporate office for a humidifier. The local refused then they lied to Medicare – said, I stole their loaner, asked for favors etc.
The favors I found out were me asking them to come to me. I’m disabled with a car that don’t like town and now I’m demanded to drive 40 miles or so to them. Now my machine is broke again. I got ignored for over a year, hung up on, had to recently sic social security on them.
Then they talk to me and what a surprise – it’s all my fault and they refuse to come to me and basically in not so many words, “You pay for it.” “Well social security only does this or that. You own the machine,” etc and “We are not required to serve you. Want some other numbers?” etc. So I’m screwed with a half working machine. I have to wait 2 years or so till social will pay for another one. Thanks Apria. Enjoy Medicare’s fraud charges and withheld payments.
Absolutely The Most Unethical, Incompetent, Poor Excuse For A Business
Everything was great when I picked up the CPAP machine. I moved to Montana two months later and was told there were two offices within 70 miles of my new home. Later was told there were no Apria stores anywhere in Montana. After that everything was awful. No service in getting supplies. They advertise 700 plus therapists, but none would call me after repeated requests. Lied to by everyone I spoke to trying to get service. Spoke to a supervisor (hah) and same promises which were more lies. Finally I had enough and went to another company and got their machine.
Called Apria two times requesting a return box. Said I would get one in a few days… more lies. Called back and was assured they would send one. More lies. Finally paid out my own pocket to return machine and mailed it to office where I picked it up. I mailed it where a signature was required when they received it. Two weeks later I received a letter stating I would be turned over to a collection agency in seven days if I did not return the machine. I called Apria again advising I had person’s name, date, time and address where item was shipped to and received by them. I sent in copies of such.
I received an email from someone where I sent machine stating they found the machine on a shelf and my file is closed. Nine days later I received another letter stating I would be turned over to collections in seven days if I did not return the machine. I sent a copy of letter to person who told me my account was closed, and guess what? No response.
How this company can continuing defrauding people and Medicare and still remain in business is beyond me. It just shows that Medicare has no oversight of companies it does business with and waste money like all government agencies. Stay as far away from APRIA as possible. There are other good companies out there, but APRIA is not one of them.
Mercenary Billing Tactics
In order for my wife to have home care, she needed a wound VAC. The hospital contacted Apria Healthcare for the unit. The first thing Apria did was contact my daughter for a credit or debit card to put on file. She refused. They contacted me. They gave me an estimate of my cost after insurance ($1,500). They also told me I couldn’t return any unused supplies and implied without a credit card on file they wouldn’t deliver the needed equipment. I reluctantly gave them my credit card number with the stipulation they wouldn’t bill me until after the insurance paid. They indicated they would not bill as I requested.
They requested a time that I would be home for delivery of the wound VAC. I couldn’t give a time. I was told I would get a call first. I got home from the hospital with my wife and find the wound VAC on the porch. They never called ahead just dropped it off.
A few days later I find Apria billed my credit card for $162. They never sent a bill, they didn’t contact me in any manner. They didn’t give me any method of contacting them either. I tried to send them an email from their website but it won’t let you without an account number. I called their service line to inquire as to why they charged my card. I was told it was for supplies (that we didn’t order in the first place). I argued that I never authorized any charges to my credit card. I received a “canned” response that I authorized auto-bill. Problem was that I didn’t. I got nowhere with them.
She offered to send me a statement. What I received was a slip of paper that looked like an internal document showing what was shipped and charges. It wasn’t a statement and the charges total was $400. Still doesn’t fit what they charged my card. Out of frustration I disputed the charges with my bank. My account was credited. I got my money back and Apria gets a “ding” on their account. Maybe if more people fight back by disputing the charges, they would change their Gestapo billing tactics.
In the end, because I hit my out of pocket limit, the whole bill was covered by insurance. With the insurance discount the cost was far less than the $1,500 copay they quoted. If I can avoid it, I would never use Apria for anything. Their billing tactics and customer service re billing are horrible.
Poor Customer Service
ZERO stars!! This company is, by far and away, the most unprofessional and despicable medical equipment company on the face of the Earth. BBB must shut them down. I will be writing to the Board of Health, BBB, and am starting a go fund to bring a class action lawsuit against this outfit.
Parent company Blackstone Group and CEO Mr Starck, if you read this, understand that the people who run this company are of the lowest tier of human scum and will ultimately be your demise. If your insurance ever refers you to these bunch of degenerates, RUN!! Yell complain scream – Do whatever possible to ask for a different referral. Anything to avoid these thieving bast@rd$!! Poor quality equipment – used and unsanitary. Ghetto location – ghetto customer service.
Beware!! I swear on everything holy, this is the worst experience I have had in my life. I’m not the only one. Do your research. Stay away!! I found a roach in my crap and was told they forgot they placed a used machine in a new case!!
Fraud
I have been trying to get a refund from this company for 3 months. They billed my mother’s credit card for oxygen which was paid in full by Medicare and her Medicare supplement policy. I called in January and after an hour on hold finally reached a person. She said the refund would appear on the credit card in about 2-3 weeks. After 4 weeks and no refund, I called again. 45 minutes on hold, then was told a refund was due and it would take 14 days. She also gave me a phone number that would get me to a person more quickly.
After another month passed with no refund, I called the “special” number. I was only on hold 35 minutes this time, so I guess it truly was special. The representative couldn’t understand why the refund had not been processed and promised I would see it in 5 business days. That was a month ago, and still no refund. If you Google “Apria billing problems” or “Apria Medicare fraud” you will get so many hits that it is obvious that it this is normal operating practice. Avoid them!
Worst Customer Service Ever Anywhere
Apria over a year ago said they would get me a new Cpap mask, and even a new machine, but now I have had to contact them for a mask. I have talked to three people giving same information and then today a person calls whom I can not understand and even asking her slow down, be clear, there is no change. Again, I am asking, “Can you get me the mask after a year and I get more talk including more things I can buy.” My question is, “Can you get the mask promised last year.” More and more words wanting repeats of information given until in frustration I hung up.
Tomorrow I am contacting my doctor and my insurance company to see what I can do to flee this horrible Apria system. Last year I had to beg my way into an inspection of my malfunctioning machine and a new mask, but after efforts did see someone. Each attempt to do business with the company gets worst. My advice is run from Apria.
Unexpected Apria Visa Debit Charge Left Me Without Food
I needed a CPAP machine and am covered by a Humana Obamacare plan. As I had met my maximum out of pocket for the year, Humana should pay 100% of allowed claims. Unfortunately Humana have an exclusive contract with Apria Healthcare: when I went to get the machine they refused to give it to me unless I gave them a credit card number. They told me that this would not be charged as it was only to make sure that I would return the machine at the end of the rental period. Liars!
Although I was reluctant to give them my card, there was no way I could get the machine I needed without, as Humana will not allow me to go elsewhere. Suddenly I get overdrawn warnings from my bank (and a stack of $27.50 charges) although there should have been around $250 left in it. Without any warning, and without sending any bill to me, Apria just decided to charge my card for $249. That was on December 12th, leaving me without any money to buy food, gas, or other essentials, until January 3rd.
On contacting them they refuse to refund it, claiming that there was a balance due on the amount paid by Humana, without explaining why or sending me a bill. In fact to contact Apria Billing about the matter you have to enter a number from the bill (the one they never sent me)!
Worst Customer Experience I Have Ever Encountered
My husband was prescribed oxygen for pneumonia in the hospital in Santa Fe. We waited over four overs for the delivery after discharge, the case manager and I both made numerous calls to customer service. They were supposed to deliver oxygen to our home in Charlotte on midnight upon our return from Santa Fe. Of course, they did not even though I had confirmed the delivery by phone en-route. We made several frantic after hour calls to the local and national emergency Numbers only to be told to leave a message and they would call us back in the order our call was received.
Fortunately the nurse who accompanied us was able to leave her concentrator for us to use during the night. Finally, the next morning the dispatcher called and said someone would be right out. Three hours later it was delivered. Two days ago we notified the Local office that it was no longer required. We still have the equipment. The equipment sat at the hotel in Santa Fe for 6 days. We think this a scam to charge Medicare for every day we have the equipment even though it is not required. Do not do business with this company, ever!!!
Horrible Customer Service
I have just sent this to Apria customer service: This is our second day of waiting for someone to pick up an oxygen concentrator and oxygen tank that is being returned. We spent yesterday at home waiting for a scheduled pickup and no one came. When my wife called (and waited for 45 minutes on the phone for an answer) she was told that someone had come to the house and no one was home.
The problem is, we cancelled several appointments in order to stay home! Then we were told the equipment would be picked up today between 10 and 2:15. Once again we had to cancel plans to stay home and wait for your driver. It is now 1:30 and no one has shown. My wife just called and was told the driver will not be here before 3!
From the day we started dealing with Apria your customer service has been non-existent. Scheduled times come and go with no contact to the customer. Wait times on the phone stretch out to well over half an hour. You have managed to create a customer service organization that makes Comcast look good.
I feel badly for your employees because I imagine the problem is management and not the people who work day-to-day to make your mission statement something more than the apparent joke that it is. We shall take every opportunity to use social media to inform people of the type of service they can expect from Apria.
Corrupt Billing Practice
I was just contacted (and recorded) by this business. I was referred to Apria by Sutter Health (in Fairfield). The associate I spoke with was filling an order for a CPAP machine. During the discussion she told me that for Aetna (my insurance provider) Apria has a policy of billing for 11 months after which I will own the unit. I have already met >90% of my personal deductible for the year, so this just pushes more cost onto me as a customer when the rental charges flow into next year.
I declined their kind offer and asked that Sutter Health refer me to another provider. Having reviewed this company online it is hard to imagine why Sutter Health refers patients to Apria, or why Apria can survive based on its merits. The other reviews are terrible.
Terrible Customer Service
On February 3 I called in to Apria to get a replacement mask for my CPAP. It has taken 75 days, more than 30 phone calls, HOURS sitting on hold, and numerous dropped calls; which then meant that I had to call back in, sit in the phone queue and on hold for up to forty minutes, just to talk to someone that would ask me a bunch of security questions, then transfer me to someone that would again ask me the very same security questions. Their “Customer Care” department is a total joke. If you have a choice, go with another vendor for your supplies.
Horrible Billing Practices and Billing Dept.
I would never refer Apria to anyone! If there was a zero rating, I would have chosen it instead of one rating. My son had two types of rental equipment from Apria, they provided the equipment, kept charging me when the insurance had “paid it in full per agreement”. There have been payments made that were not applied to the account until 4-5 weeks later. Their billing dept. is horrible!!! Every time you call, you wait on hold 30 minutes before being helped. Then you talk to a different representative every time you call & they don’t communicate whatsoever.
You can fax them documentation & they claim to never receive it, or it seems to take DAYS for them to receive it and of course, they don’t allow any communications to be sent by email, so you could get things sent quickly & easily. Don’t ever expect a call back from the billing dept. either. In the last year, I have worked with 12 different billing representatives/specialists. All of them told me they would call me back after reviewing my files. So far I’m still waiting on even one call back! Need I go on?!
Horrible, Worst Customer Service Ever
Doctor submitted health care supply order by fax to Apria 12/23/2013. Order required Apria contact me. Two weeks later a woman called me but I couldn’t understand a word she said. I did get out of her that someone would be calling me to set up an appointment. Two weeks later no call so I called them. The customer service person was terrible. She kept saying hold on and would yell to another person about another customer (very unprofessional conversation). She proceed to talk over me and just not listen. She just wanted me off the phone.
After a very exhausting one sided conversation I asked her to cancel the order. I called the 1 800 customer service number to ensure the order was canceled, the woman told me she was sorry and she would check the order and proceeded to transferred me back to the original person??? I called the corporate 1 800 number which was a recording telling me they were not available at this time and hung up. The website says all the right things but in the end Apria doesn’t have a clue.
Customer Service
My experience with Apria has been a nightmare. 1) Hold times on phone 35-60 minutes. 2) Doctor had to send order for Oxygen 3x. 3) Billing practices: They continue to bill for months when they have already been paid by Insurance. Even after numerous calls to them, Apria threatened me with a collection agency. Apria’s local office faxed proof of insurance payment for last 9 months to the appropriate dept. Apria continued to bill and I continued to call for an explanation. Finally an agent told me to ignore the bills until they got it straightened out. So I did.
After a few months and hours on the phone with them, Apria sent a corrected bill for $43+ which is my deductible. Unfortunately I was out of state when the bill came. About a week later someone named Leonard called from Apria saying that my bill was seriously delinquent, and that if I didn’t pay it immediately, I would be turned over to collections. I sent them a check and as soon as I return home, I will get a new company. Apria made my life miserable and wasted hours of my time.
Customer Service RUN-AROUND
All I called for was to request an invoice because I had lost the original and I needed to send one to my insurance company. What I got was 30 minutes on the phone with 3 transfers (4 total contacts) and the last one claimed she couldn’t hear me and hung up.
I started providing negative feedback the second time they asked my permission to transfer me to the department that could help me. They took the time to type in my negative feedback before making that transfer and from that point on, I was sure I was being hot-potato’d after long holds between. Oh what fun they were having with me!
Before moving to Florida, I worked in Iowa with a local hospital-owned medical supply store. My new PCP in Florida recommended Apria for my CPAP supplies. After this experience, I will seek out something more local. There seem to be lots of choices here.
Worst Healthcare Provider, PERIOD
Have had CPAP for over a decade. First with small independent family owned providers, then Apria got the contract and nothing has ever gone right. While in CA I would drive to their office rather than deal with them on the phone. That was the ONLY way they could get the order right, most of the time.
Moved to Little Rock, 3 months to get an appointment, when I last called to make one, they told me I already had one for this coming Thurs, all to my surprise. I asked “well if I have an appointment what time is it?” “Oh, I’ll have to find out, please wait.” The usual hold time, “Your appointment is for noon.” So, the computer showed an appointment I had no knowledge of, yet it did not show the time? Apria has some very serious problems.
Can't Get Billing Right
I have a CPAP from Apria. My insurance changed for 2013, and Apria could not handle this update. In April, I had to call three times to get the insurance updated. Each time they asked for a credit card to keep on file, and fortunately I refused. In November 2013, my insurance carrier paid three claims on one check. In January 2014, I get a collection notice that I have not paid one of the claims. After SEVEN calls to Apria, I was assured the payment would be applied properly.
Around March 15, I received a refund check from Apria because I had overpaid the account once they applied the insurance payments properly. On March 21, I got a notice from my credit watch service that a negative report had been filed. It was the collection agency that Apria assured me would not pursue any additional action. Now I have to take another hour out of my day to correct this error.
Oxygen for a Lung Cancer Patient
My father was diagnosed with stage IV lung cancer on 5/18/2013. He needs to be on oxygen 24/7. We live in a rural part of New Mexico and have to dive 100 round trip to visit the doctor. He has 1-3 doctor’s appointments a week. He uses the “D” tanks that you roll behind you. He goes through approximately 3 tanks every trip to a doctor visit. The first 2 months we were able to order tanks when we needed.
After the 2nd month they told us they were moving to a homefill system. We agreed to try the equipment out, but as we found, my father was unable to carry the tanks provided since the cancer spread to his bones. When we called to have them pick up the system, they didn’t even have the records stating he was on this new system. After that every time we call Apria we do this merry-go-round dance about why he doesn’t have the homefill system and they try to deter us from continuing on the tanks he has now by telling us that they can not deliver tanks for over a month.
They also are very good about double billing patient. We will pay with a credit card over the phone, but when we call they need a payment from is every time. I am totally fed up with this company. After everything my father and family has been through this is just another hurdle in his recovery. I am very disappointed.
Apria Doesn't Care About Your Life
Once again, I get to hear my mother who is on 24 hour oxygen screaming and crying to her Apria Healthcare representative because he, **, is incapable of helping her. A prescription was sent in by her pulmonologist LAST Friday, a representative was supposed to bring it to her tomorrow. Now they tell her the prescription does not exist, that they are NOT ABLE TO HELP HER BREATHE? You have got to be kidding me. The level of incompetence is outstanding. Clearly these representatives couldn’t care less about their customers. Who, might I add, DON’T WANT TO BE CUSTOMERS.
They claim to not have the supplies, they don’t know the correct address even though we moved 2 years ago, they bring the wrong supplies, they ship the wrong supplies. Aren’t you the one who is supposed to be making it easier for her to breathe? Yet, she is hyperventilating from being so unbelievably stressed out for the lack of care you offer.
You say one thing, turn around, blame my mother for your mistakes, poor work ethic, and tell her to figure it out. Good job Apria, for being the worst home health care provider in America. A special shout out to ** for wasting my mother’s time and upsetting her to the point of tears. Great job team!
Do Not Use Apria in Any State
1st and only order for monthly home care supplies from Apria: I provided manufacture part numbers via a fax for equipment and supplies I needed. I received 2 correct items of 7 ordered and 1 item that was not part of my order… The 5 items that I did order that were incorrect, only 1 was corrected and 1 of the 5 was unusable and very expensive, several hundred dollars. After a half dozen calls, none of the remaining incorrect items were corrected, including the very expensive item.
I contacted Apria’s Corporate Office and submitted a formal complaint. Their corporate office did nothing to assist or get the items corrected. My insurance paid for everything, including the wrong items. BCBS… I complained to them also, for paying.
I cancelled all future orders and I am now ordering the items I need directly from the manufactures. I buy in bulk and everything is great. Though I am paying for everything myself, but it is well worth it, not having to deal with Apria or any other company that is paid by insurance. If you haven’t used Apria before, please don’t… If you are currently using them, please find a back-up so that when they mess up, you or your loved ones don’t have to pay the price of wrong or missing supplies when they need them.
Terrible Service
For going on 2 months, I have had TERRIBLE trouble trying to resolve the issues for my mom’s CPAP machine. They have failed to give me adequate information that I’m needing and all they want to do is to refer me to their website. I HATE that her doctor sent her to this company because it’s been a nightmare! DO NOT use this company for CPAP machine.
Fraudulent Billing
Apria is billing me for an unspecified service which I did not order by sending me invoices marked “past due”. They have part of the name of my health insurance correct and my name and address right. They will not discuss the bill on the phone with me because I will not give them my birth date. I think they are preying on senior citizens by making it look like I have a past due bill.
Bad Customer Service From The National Number, Orders Are Often Late
Over the years of being with Apria, I have had constant problems with them in terms of not filling orders on time, not being willing to take care of the problem, having to make multiple phone calls to simply get what I need. An example: I ordered nebulizer supplies in early January. This is written in late February, and I still do not have the supplies. I have spoken with representatives who answer the phone, supervisors, and still do not have the problem resolved.
Billing Inquiries
Love my O2 concentrator but the Billing Dept and their online billing service is terrible. They post information on updated bills at least a month late…and then start sending you phone messages, etc. bi-weekly. They finally sent me a bill which was taken care of, then continued to post past-due amounts online. I checked my Flex spending account today and they triple-billed my account for 3 months in a row… 3 TIMES! When speaking to the billing agent, she noted, “You have not paid your bill in 3 months.” Total disorganization. Looking for another medical supply of the concentrator.
Equipment pickup
Called for pick up of oxygen equipment, was given a date and time it would be picked up. To be picked up on Wednesday April 21 between 3:15 and 7:00 PM. Cut short visit to hospital, arrived home 2:00 PM only to find notice on door from driver that he was here at 1:10 PM. Called to have pick up today and told it could not be done they will call tomorrow. What the hell kind of service is that. Why tell people one thing and do different.