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.
AUSTIN, TEXAS -- 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.
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.
TALLAHASSEE, FLORIDA -- 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.
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.
LAKE FOREST, CALIFORNIA -- 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 $1,500 copay they quoted. If I can avoid it, I would never use Apria for anything. Their billing tactics and customer service re billing are horrible.
VAN NUYS, CALIFORNIA -- ZERO stars!! This company is, by far and away, the most unprofessional and despicable medical equipment company on the face of the Earth. BBB must shut them down. I will be writing to the Board of Health, BBB, and am starting a go fund to bring a class action lawsuit against this outfit.
Parent company Blackstone Group and CEO Mr Starck, if you read this, understand that the people who run this company are of the lowest tier of human scum and will ultimately be your demise. If your insurance ever refers you to these bunch of degenerates, RUN!! Yell complain scream - Do whatever possible to ask for a different referral. Anything to avoid these thieving bast@rd$!! 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!!