LAKE FOREST, WASHINGTON -- 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.
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.
OHIO -- 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.
PITTSBURGH, PENNSYLVANIA -- 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.
DENVER, COLORADO -- 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!
MERRITT ISLAND, FLORIDA -- My mother has been on oxygen for several years following a surgery. We've had to deal with Apria ever since. Wait times for calls are crazy long -- 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.
MORENO VALLEY, CALIFORNIA -- 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.
ILLINOIS -- 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.
WICHITA, KANSAS -- I'm having foot surgery on Tuesday, November 24th, and will require a HurryCane (3-pronged cane) for my recovery. I called the local number listed for Apria on Tuesday, November 10th, and got the national customer service line. I gave my info over the phone and let them know I was having foot surgery on Tuesday, November 24th, and needed my cane no later than Monday, November 23rd. I then tried to fax in my script to the number they gave me. The fax failed, due to an error on your end. I tried faxing the script again on Thursday, November 12th, and it finally went through.
I called Apria on Friday, November 13th, to verify receipt of the fax, and asked when I could expect my cane. I was told that the person pulled up my info and put a “911” on it to get it processed faster, and that it would probably be worked by the end of the day, but certainly by Saturday, which would mean they would call UnitedHealthcare on Monday for approval. I was informed that after the script was processed, they would order my cane, then the local office would contact me when it was ready to pick-up. I was told that they received a delivery of DME equipment every Friday, so I should expect my cane the following Friday, November 20th.
Called in to Apria again on Tuesday, November 17th, and found out my script hadn't been processed yet. I was put on hold while the person I was talking to called the department responsible for processing my script. I was told I would receive a call within 24 hours with info on when I would get my cane. 24 hours passed, and I called Apria again on Wednesday, November 18th. Once again I was put on hold while the person I was talking with called someone responsible for processing my script. I was told my script had been escalated, and I should hear from the local office about picking up my cane by the following day. Thursday passed without any contact from Apria.
I called again on Friday, November 20th. I was told that my claim had finally been processed on Thursday, November 19th, which was a week after Apria had received my faxed script and 6 days after Apria had promised it would be processed. I was told the warehouse didn't stock the HurryCane I was prescribed; that it was a special order. I reiterated that I was having surgery on Tuesday, November 24th, and that I needed my cane no later than Monday, November 23rd. I was told I would hear from the local office before the end of the day letting me know when I would get delivery of my cane.
Later in the afternoon on Friday, November 20th, I received a call from Apria telling me that I could pick up my cane from the Wichita office. I took time off work to go pick up the cane, because they close at 5pm. When I arrived at the Apria office, they tried to give me a standard cane, instead of the 3-prong HurryCane I had been prescribed by my podiatrist. Apria didn't have a HurryCane in stock, and told me that there was no way they could get one in before my surgery on the morning of Tuesday, November 24th.
The lady at the front desk told me I should take a copy of my script to Hart Pharmacy and Home Medical. I informed her that Hart was NOT in-network. I told them to cancel my order for a cane, as I would have to go buy one at retail price and wait to get reimbursed by UnitedHealthcare. So, I was lied to yet again by Apria, and wasted my time and gas money to go pick up a cane that they didn't have.
RICHMOND, VIRGINIA -- 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.