Apria Healthcare

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Unbelievably bad
Posted by on
Apria HealthCare

Sept 2, 2011, these folks were contacted by my doctor's office to supply me with an oxygen machine.

I wouldn't even hear from these folks until Sept 12th. I don't remember exactly the gist of the conversation. Since they never followed up by coming to my place, I called a few days later. Evidently, they felt a need for an oximetry test.(this is totally painless)

I explained I'd had such a test fairly recently. Maybe I didn't need the test? On Sept 16, a Friday, my doctor's office called me, explaining that I really need to just take another oximetry test. OK, no big deal, its totally painless.

I woke up on Mon, Sept 19, 2011, wondering why this company still had not contacted me. I called my doctor's office. They told me I was impatient, it was only the previous Friday that I'd agreed to take another oximetry test. What they're missing: at this point 17 days have passed since Apria Healthcare had been contacted by my doctor's office.
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Why did it take 17 days to get to this point, a point of nothingness? Still nothing has been done.
I told my doctor's office that I would not allow any of Apria Healthcare's people in my place.

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I called a friend, talked about stuff. During this call, my call waiting showed an incoming call, which I didn't take. After the call with a friend was over, I followed up on the caller who wanted to interrupt my phone call. I went through a lengthy listen-to menus thing that made no sense.


I finally got through to this company, it turned out they were NOT Apria Healthcare. I had to call the number, as I'd been called by this number so many times. If that number were Apria Healthcare's, then shame on me, the fault is mine, for not picking up on Apria HealthCare's calls.
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Well, it was NOT Apria Healthcare that had been calling. When you wait weeks for a company to call you, you need to answer your phone pretty often, you never know when it might be that company. Then, of course, there's that feeling of profound disrespect you get, you can't believe people would treat you that way.


My doctor says I should have an oxygen machine. I really don't think I need one, but occasionally my asthma does scare me. And really, whose opinion is more important in deciding to take or not take an oxygen machine? Of course, my doctor's opinion matters most.
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Anyway, on Mon 19Sep2011, after talking to my doctor's office, then calling this recent caller, who had called so often, I realize that Apria Healthcare has made no attempt to contact me.(Except for the call on Sep 12th, on which they never followed up)


On the Apria Healthcare website, they make a claim that they often have necessary medical equipment in a patients home on the same day as the doctor puts in the order. When my doctor's office put in the order for an oxygen machine, it was the morning of 2Sep2011. Seventeen days later, these people at Apria Healthcare have done NOTHING, not even arranged for the mandatory test before I could get the machine.


For simplicity of understanding, and for me, should I go back to this, here are the dates:

Apria Healthcare was first contacted by my doctor's office Friday, 2Sep2011.

They called Sep 12, I really don't remember much about the call. A few days later, I called them, asking what they were going to do.


On Monday, 19Sep2011, when I finally lost my patience, I did finally call Apria Healthcare and told them I wanted nothing to do with them. This was most likely a waste, as I doubt they would have EVER called, anyway. I'm fairly confident of that.

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Customer "service" answered, they had no explanation for the long delay. I asked them if they had ever intended to call me. Their answer: of course!
I thanked her for her willingness to lie, then hung up. Yes, I was wrong. I probably should have given them a few more months to see if they would ever call.
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I searched for reviews of Apria Healthcare, found some at "Yelp" but these were for Apria Healthcare out in California, in 2 different California cites.
I was reading some of the most awful things--insurance in some cases had picked up the cost, yet Apria Healthcare tried to double bill the patient. This seems to be a common complaint. There were a few other complaints of being sent wrong supplies, and even after Apria Healthcare was informed that the supplies sent were for the wrong machine, they continued to bill the patient's credit card.
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Maybe I'm lucky Apria Healthcare won't help me. What price would I pay in the end? DON'T, under any circumstances, give these people a debit or credit card number if you don't need to. From the reviews I've read, they're none too honest.
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I don't imagine Apria Healthcare will attempt to bill me or Medicare for providing me with absolutely nothing, but I'll be watching Medicare statements closely. I would turn them in for fraud in a heartbeat.
I can probably survive the lack of an oxygen machine. Can you, or the people you care for, survive without their medical equipment/supplies? Ask yourself that question.
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To help you remember the name of this company, to hopefully avoid them, think of a little orange apricot. Then think "Apria", as in "Apria Healthcare".
     
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Abysmal Customer Service
Posted by on
BROOKLYN, NEW YORK -- I am going to detail here some of the unfortunate dealings I have had with Apria. The long and short of it, however, is this: there is a terrible disconnect between the customer service representatives who take orders, the dispatch offices, and the drivers. Moreover, the Brooklyn dispatcher in particular is obnoxious and unhelpful.

My baby was born with respiratory distress syndrome and was discharged from the hospital on oxygen. Because of foul-ups from Apria, her discharge had to be postponed by five days. Here are the series of the events that led to that postponement:

The deliveryman from Apria called one morning to announce that he would be arriving at my house “soon.” My wife and I waited for hours, even though we were supposed to be at the hospital with our baby. Finally, at around 4 pm, he arrived, but with the wrong materials. He had a tank for an adult and a regulator for an adult. We explained that these were the wrong materials. He left with them, and we left for the hospital. At 6:30 pm, another man named Dave called to say that the deliveryman was outside our door in Brooklyn. We were at the hospital and no one had called to tell us someone would be coming back that day. We informed Dave that we could not be there in time to take the materials (the hospital is more than one hour away from our home). He promised that someone would arrive on Monday morning with the proper materials.

Monday morning arrived, and no one showed up. I called the Brooklyn dispatch office and spoke to a brusque "gentleman" who I believe is the manager of that office. I asked him where the driver was; he informed me that the driver would arrive "anytime" that day. I told him that I had been told by Dave on Friday that the driver would arrive in the morning. He informed me that I was mistaken: supposedly no one is ever told what time deliveries will come.

Later that afternoon, the materials arrived (again, forcing my wife and me to lose an entire day with our daughter in the hospital). Again, the delivery materials were for an adult: "M" tanks with regulators that deliver no less than 2 liters of oxygen. As every prescription from the hospital and every bill from Apria makes clear, my baby is supposed to be receiving no more than .2 liters of oxygen. The adult delivery system does not work for her.

I called Apria to complain and was promised that the proper materials would be delivered – the next day. The next morning, a respiratory therapist arrived, again without warning (luckily we were at home), with only a pulse-oxymeter. She had no new oxygen tanks or other equipment. She explained to us how the pulse-oxymeter worked, but without any of the proper materials, my wife and I had no idea what was to be done. She called the Brooklyn dispatcher to inquire about what was happening and put him onto the phone to me. I complained about the conduct of Apria, and he began shouting at me to quiet down. At that point I hung up on him.

Eventually we received the proper equipment, with the help of the Elmsford branch manager. I thought that we had finally figured out how to deal with Apria.

This past weekend, I again had to order additional oxygen tanks plus a stand for the E tanks. I called Apria's emergency number. I was told I should have called on Friday, not Sunday. I said fine, but placed the order: 3 E tanks and 6 M tanks and one stand. On Monday morning, someone called to say that they could not deliver the tanks before Tuesday. I insisted that they deliver the tanks on Monday. They agreed to do so. So on Monday afternoon, a driver showed up at my house. He had three D tanks, 3 M tanks, and no stand. I asked him to leave all of the tanks and to take the empties. He would not take the empty E tanks because he was not delivering any full E tanks. I then called the Westchester office to place my order (3 E tanks plus a stand plus 3 M tanks) again. The woman who took the order was very helpful. This afternoon, a driver showed up at my apartment with an M tank and a stand. My wife (I wasn’t home) protested that this was not the proper order but the driver insisted on leaving it. She pointed out that the M tank is for adults and that my baby needs less than .2 liter of oxygen. He insisted on leaving it.

When I got home, I called the Westchester office one more time. I placed the order one more time. A driver then arrived – less than one hour ago – with… another M tank! I had to explain to him the situation. Thankfully, he took the M tank away and gave me the proper materials.

So, there are two problems here that need remedying:

1. The Brooklyn dispatcher. As I mentioned above, he is extremely rude. He has a terrible reputation in Apria itself. Several of the drivers informed me that he views the customer as the enemy, and some of the dispatchers in Westchester claimed that they had received multiple complaints.

2. The disconnect between Apria customer service representatives, the dispatch office, and the drivers. Every single time I place an order, I end up having to repeat myself to various individuals. Every single time, I invariably receive the wrong materials and have to replace the order. Every single time, I have to wait for hours on end, sometimes two days, sometimes three days, for drivers that show up with the wrong materials. Not only is this frustrating to me as a customer, but it must cost Apria many dollars to keep sending out drivers over and over again. It also must cost CIGNA (my insurance provider) as the contracting company, many dollars. Simply put, I think Apria is probably the single most badly managed company I’ve ever had to deal with.

Apria's poor customer relations and bad management could form the basis of a lawsuit, particularly since life-sustaining materials are being delivered in such a shoddy fashion.

I wrote to Apria's management about the above issues, but received no response.
     
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KBUG912 on 2010-09-03:
FIRST OF ALL YOU ARE BASHING APRIA FOR DELIVERY MISTAKES THAT COULD HAVE BEEN AVOIDED BY DELIVERING A PORTABLE TO THE HOSPITAL AND THE CASE MANAGEMENT IS THE ONE THAT SHOULD HAVE DONE THIS IF YOUR CHILD HAS RESPIRATORY DISTRESS IT SHOULD BE THE HOSPITAL MAKING THOSE ARRANGEMENT TO DELIVER IT THERE. SECONDLY DON'T YOU THINK THAT YOU SHOULD HAVE ONE OF YOU AT HOME OR ANOTHER RELATIVE A FRIEND OR NEIGHBOR THAT COULD LET THE DELIVERY GO TO YOUR HOME. I KNOW WHEN MY SON WAS SENT HOME ON O2 AND MONITORS ONE OF US WAS AT THE HOSPITAL WITH THE CHILD AND THE OTHER ACCEPTED DELIVERY AT HOME. YOU CANNOT PUT ALL OF IT ON THE COMPANY IF YOUR NOT FLEXIBLE. WHY DOES THERE HAVE TO BE A TIME YOU LIVE IN NY FOR PETES SAKE ITS NOT THE SPEEDIEST AREA BY FAR I GO TO THE DR IN NY AND IT TAKES ME 3 1/2 HRS TO GET AROUND THE CITY TO ALL MY APPTS LETS BE REAL. YOU ARE ALSO NOT THE ONLY CUSTOMER DISCHARGING IN ONE DAY AND THERE ARE MANY STEPS THAT NEED TO BE COMPLETED PRIOR TO DISCHARGE FROM THE HOSP -YOU HAVE INS VERIFICATION ( TAKES ANYWHERE FROM 10 MINS TO 45 MINS DEPENDING ON THE INS AND IF AUTH IS REQ) IF OTHER DOCS ARE NEEDED FOR THE INSURANCE TO PROCESS THE CLAIM, NOTHING IS GUARANTEED WITH YOUR INS THEN AFTER ALL THAT YOU ENTER THE ORDER AND MOVE IT TO LOGISTICS WHO HAS TO SET THE DELIVERY INTO SOMEONE'S ROUTE WHO UNFORTUNATELY WILL MEET WITH YOUR WRATH OF ANGER --IF YOU WAIT ALL DAY FOR THE TELEPHONE, CABLE, INTERNET OR ELECTRIC FACILITY TO COME ON AN APPT WHO BY THE WAY HAS A TIME WINDOW OF 8-12NOON OR 12-5PM AND DOESN'T SHOW UP TILL 7 PM DO YOU GET JUST AS ANGRY WITH THEM. NO YOU ARE GREATFULL THEY ARE THERE ON THEIR OVERTIME AWAY FROM THEIR FAMILY TO HELP YOU. MY GUESS IS YOU CASE MANAGER AT THE HOSPITAL WAIT TILL THE DAY YOU WERE TO DISCHARGE FROM THE HOSPITAL AND NO COMPANY THE DOES DME COULD DO THIS WITHOUT MAKING YOU UPSET. YOU NEED TO USE SOME COMMON SENSE AND UNDERSTAND YOU HAVE A CHILD WITH A MEDICAL PROBLEM AND HIS SAFETY AT HOME COMES FIRST.
Starlord on 2010-09-03:
I had great experiences with Apria, and will not type in all caps, as I respect my fellow members. When I was put on oxygen due to COPD, the Apria driver brought me the concentrator, set it up and carefully explained how to operate it, including what to do if something went wrong. He also left two 'D'tanks and a cart, with more than enough hoses, cannula and fittings to last me a year. When I was prescribed a mobility scooter, they delivered a Pride Victory, showed me how to operate it, and made sure I could handle it safely before he left. When I had troubl with my CPAP machine, they got me a full-face mask and saw that it was properly fitted to my face. I have no complaints about Apria.
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Totally Unbelievable Customer Service – Read This!
Posted by on
SANTA ROSA, CALIFORNIA -- I never thought a company would (seemingly) set out to screw up simple supply orders until I worked with Apria. They may have won first place for the worst customer service in the healthcare industry.

My complaint is not due to a few botched up orders, but over 30 in the last 9 years. I order cpap supplies, such as masks, filters, chinstraps, etc. Most of these are repeat orders. Not one time in over 30 attempts have they sent me a complete order correctly! These guys must have to work hard at screwing up orders! Please understand, if I don't use this cpap (a machine that pumps air in my lungs when I sleep), I could have a stroke and die. A few quick examples:

• On my order three months ago, I mentioned the problems I have had and requested that they get the order right for the first time. You'd think that would assure a correct order, right? I ask them to send me the blue neoprene chinstrap, NOT the white 4" one. They see past orders, identify the correct strap and orders it for me. What do I get but the white one!

• I need filters for my cpap machine. I have dust allergies and have sneezing attacks. I order the filters and they assure me they will be there in two to three days. I call to complain I haven't received the filters after a week-I'm beginning to wake up sneezing. They say the filters are ordered and should arrive any day. Another week goes by, same response, any day now. Three weeks go by and I'm not getting much sleep because I wake up at night sneezing, blowing my nose. They say it should arrive in the next day or two. A full month later, I'm waking up with a bloody nose and my mask full of blood...! I tell them to do whatever it takes–GET IT HERE! I call national Apria customer service number. They apologize profusely and assure me they will have the Santa Rosa, CA office looked into and that this is an isolated incident. Here we are, FIVE WEEKS LATER, I ask where my filters are – THEY HAVEN'T EVEN BEEN ORDERED!

• After sending me the wrong filter twice, I email them with the exact part number, taken from the package. I even take pictures of the filters they sent me that were wrong (pink and yellow) and show them the right one that's white. What do they send me but more of the pink and yellow ones!

• The last time I got the Northern California manager to look into my need for a Bi-pap machine (I want to be sure I get the right one for my needs). He assures me he'll take care of it. A week later, he's too busy, so he refers me to "his expert in Bi-pap machines". After going round and round with this lady for 45 minutes, it turns out she doesn't know much about Bi-pap machines at all and I know much more than she knows!
I don't have time to go on about this, this is crazy!
They have had three managers of the office in Santa Rosa in the last three years, still they promise me the world and assure this will not happen to me again, but each time it does! Even the people who work there think that they are a joke! Now I see that others have had the same kind of experience elsewhere in the US. God, help them!
     
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jenjenn on 2008-12-03:
Avoid Lincare...they're no better.
Beth on 2013-04-24:
I was actually crying in the office of my respiratory healthcare provider this week, over how frustrating it is to work with Santa Rosa Apria personnel. I don't get the information I need. However, all my orders from them have been correct and prompt. I think DaveW gets all the messed-up orders.
LAWRENCE ASHLEY on 2013-06-01:
I have been going around and around with Apria's billing for things I didn't order or receive. I thought it had been settled, until today, when I received a bill for BIPAP ST. I don't know what that is even. My only contact with Apria was by phone 2 days ago, when I told them the only thing I needed to order was Part Number AF30907 for 2 small filters, called Resmed s7, autoset spirit, vpap lll Filter 2 per bag. I received a bill for $71.91. This is ridiculous, they are small filters approx 3/4"x1" in size and go into the back of my Resmed VPAP Adapt SV.
Charles Richmond on 2013-09-20:
We have had similar experience with Apria here in the SF Bay Area. One of the regular supplies my husband gets from Apria (through Kaiser) is a little adhesive device to keep his larynx hole cover in place. It cannot cost more than 10 cents to manufacture, but Apria refuses to keep it in stock. So they always have to "special order" it from "the warehouse". In three years we NEVER got the order within 5 days of when it was promised, and many times it was over a month. The customer service people would lie through their teeth about the status order (It's on the way, It's in the warehouse, it's on the truck, we put it on the wrong dock...UGGGGH). I hate them with passion.
leah on 2013-10-01:
I was going to say I have had no problems with delivery...only billing problems. But then I remember they sent me the wrong mask once ... no problem. I used the nose pillow for a while and it was sorta OK. And then they sent the wrong filter several times. No problems ... the filter they sent was bigger and I just cut it down into 4 smaller foam filters. I was thinking I got may masks on time. They were sent every 6 months for years and I did not always start using the new mask right away, so I had spare new mask in reserve. (I probably was using them for too long.) I really have no idea if the masks were sent on time.

No, their service was NOT OK. I just let them get away with bad service.

And now I am finding out that all the years they were sending equipment every 6 months they never asked for a prescription renewal, as they are legally required to do. No one ever said I needed to go back to the sleep specialist every year. Because of this I am having problems finding a new DME that is approved by Medicare. (I fired Apria due to billing problems.)
Melinda on 2013-10-10:
I was ordered by an ER Physician that I could not leave the hospital until I was placed on oxygen. Apria was ordered by the Physician and three hours later an Apria representative Frank T. arrived at the hospital and escorted me back home with the oxygen concentrator. I was told that oxygen bottles for use outside the home were not in his truck at the time so they would deliver them in 2 days. I was given a concentrator, and told to see my Primary Physician in 4 days post ER room experience. In 4 days I still did not have any portable oxygen and could not keep the appointment. Another week went by and I called Apria daily, my husband called Apria daily, and my daughter-in-law called Apria daily to get equipment to the house. Weeks went by and they promised it was enroute,or coming first thing in the morning, then between 12 and 2pm the next day. This went on for 5 weeks, each of us got a different representative from a different State with a different story. Then our Visa card started to show billings from Apria for equipment that was not delivered, and I was still house bound, being able to go only as far as the hose they left me with, not even being able to get to the mailbox for days, when a neighbor or friend would visit and bring it to me. Today five weeks late Apria called to say I should be happy that my shipment of 10 oxygen bottles had been delivered the day before and they would bill my Visa for the shipment. I had NOT received a shipment of 10 bottles of oxygen the day before and told the woman (Carmen) on the phone not to bill my Visa as my Insurance would pay for the Apria oxygen equipment in full when I got it. Then two boys arrived around 12:30 pm today with 9 bottles of oxygen and a defective "O" ring, which made usage of the bottles impossible. I asked for new "O" rings and they both told me they didn't carry them on the truck but they would bring me some within the week. I got angry and threatened to call the police for their fraudulent behavior, and they found three "O" rings on the truck they could give me. I asked about the promised attachment for the concentrator to fill smaller oxygen bottles to carry out in a shoulder bag and they said I had to have a Rx for that. Not only did I have a prescription for it, it was promised to me after the hospital sent me home 5 weeks ago, but they didn't have it on the truck. Then with all the repeated calls to Apria we faxed a total of 5 more prescriptions for the attachment and smaller bottles until the Dr. refused to fax them anymore prescriptions. I see the Pulmonologist tomorrow and plan to ask him to please take me off Apria equipment and use a local Oxygen distributor for my oxygen needs. I have Pulmonary-Hypertension and cannot deal with this Apria company. They would rather I die from lack of oxygen than deliver what is prescribed to me, this I am sure by their incompetence and lack of accurate information. I will forever suggest that anyone NEVER trust Apria for care, they don't care.
apria cares on 2014-01-05:
Here is some numbers you can call to avoid not talking to a robomachine.
505-382-5702
AZ customer service is 623-760-3712
Branch at Albuquerque 505-252-0016
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Not Customer Friendly - More Like Incompetent
Posted by on
I have had a CPAP since September 2010 when I need a new mask seal in the start on January 2011 I received one and paid my co-pay. Near the middle of February I received a voice mail from Apria that they had tried to collect on an outstanding balance. I called and after a 20 minute phone conversation with an indian who had a difficult time understanding English I finally figured out that my insurance had not paid for the seal and that I was said to still owe them the balance. I told them I would call my insurance and confirm that they had not paid and why. This was on a Friday night and on Tuesday morning I received another call when I was on the phone with my insurance. It was a voicemail from Apria that they had once again attempted to collect payment. I called Apria when I got home from work and after a 30 minute wait on hold listening to terrible music I was once again talking to an Indian who was unable to understand me. When I asked to speak to his supervisor he grew belligerent and after several heated exchanges with him he transferred me to his supervisor, who promptly hung up on me after saying she couldn't hear me. I work in a call center and qc phone calls as part of my duties.

I think I would fail the customer service representative and the supervisor, and any company associated with these people. I am mailing in my payment and am switching to another CPAP supplier. I don't mind speaking to call centers in foreign countries but I do expect quality service, but this was a case of getting what you pay for. By the way the supplier I am using is located in the USA.
     
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Alain on 2011-02-16:
Apria has numerous complaints here and on other sites. The BBB has them listed 'NR' (Not Rated) and indicates unresolved complaints and issues under review. None of this speaks well for their customer service or product.
jktshff1 on 2011-02-16:
Alain, Probably not rated because they won't pay the $$$$ to Bad Business Bureau
Anonymous on 2011-02-16:
I managed a sleep disorders center a few years ago. Apria was a problem then and I see their service has not improved. We actually decided to start providing CPAP equipment to the patient's ourselves. They couldn't believe the difference in service. It's good you found a new supplier for your very important piece of medical equipment. Thanks for warning others too.
momsey on 2011-02-16:
My hubby has had a CPAP for about 2 years, and he gets his supplies from Nationwide Medical. They seem to be a good provider. They call regularly to check in to see if he needs anything or has any questions. Every person that I've spoken to is clearly American.
Anonymous on 2011-02-16:
I am happy my company doesn't outsource, but I talk to outsourcing agents everyday who call into my work. They do get upset if I can't understand them and ask them to repeat themselves. They also think they know more than I do when it comes to doing my job. I work in health insurance and I have had customers complain about Apria too. 9 times out of 10, Apria doesn't bill correctly. Then their outsourcing agents will call and get an attitude with me
ssgmsg on 2014-07-21:
I use a CPAP machine for my sleep apenia condition. This machine and the recurring supplies are fully covered by Medicare and my supplemental insurance

The CPAP machine was supplied, on March 24, 2014, by Apria Healthcar, LLC located at 26220 Enterprise Court, Lake Forest, CA 92630. I had to sign a contract with Apria Healthcare stating that I would be responsible for paying any unreimbursed equipment that they provide me during the one year of “rental” before I own the machine. As part of this agreement I had to supply them with a credit card to cover these costs.

Without warning, notification or explanation, a week ago, my checking was debited for $52.05.

When I spoke to an Apria Healthcare customer support person, I was told that Medicare had refused to reimburse them for standard supplies that are provided with a new CPAP machine. I was also told that because I had signed their contract that they could debit my account at any time and that they were not required to speak with me or otherwise notify me of their actions.

I contacted Medicare and was told that they did not refuse reimbursement of any of Apria Healthcare’s claims and that if a claim was not reimbursed it was due to Apria Healthcare’s failure to properly justify the claim. I was also told that there was no barrier to Apria Healthcare resubmitting their claim with the appropriate explanation.

I then contacted Apria Healthcare a second time and explained what Medicare said. They reiterated that, based of the contract I had signed, that they could draft funds from my account without explanation or notice of any kind.

Apria Healthcare’s corporate policy is to obtain their money by taking the simplest route debiting their customer’s accounts rather that follow the required federal policies set out by Medicare.

If they have done this to me and used their canned explanation regarding their contract, then I can only imagine how many thousands of others that they have taken advantage of in the identical manner.
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HORRIBLE Customer Service
Posted by on
Rating: 1/51
ENDWELL, NEW YORK -- When my mother was alive, she had Apria in Florida and had a terrible experience. I didn't think it could get any worse until today. My family has done business with Apria's Endwell, NY branch for many years. You can no longer call the branch directly. The local number is forwarded to a call center in another state. I waited on hold 3 times for over 45 minutes each time!! When I finally got through, they had my insurance information wrong. I waited on the phone for half an hour while they straightened that out then placed my order and gave the representative my credit card info. I waited 2 weeks and when I did not get the equipment we ordered, I called again. I had to try several times as I was always stuck on hold for at least half an hour and would sometimes have to hang up. When I finally got through, they said they needed my credit card information again. I had to call back with my credit card info and when I finally got through, I was told that the order had been canceled and couldn't be "back-dated." ?? I would have to wait at least 2 more weeks to get my things. I worked my way up through supervisors and spoke with someone who promised to get back to me immediately. That didn't happen. I spent the day trying to get through again--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.
     
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Criminal Behavior/non-existent customer service at Apria
Posted by on
Rating: 1/51
CHICAGO, TEXAS -- 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
     
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azRider on 2013-08-13:
Did you write on your check 'final payment' or something like that? if so, let them take you to court. you have proof they accepted final payment.
CU on 2013-08-13:
Did you maybe specify on the back of the check that it was in full and final payment for the machine? That might make the difference.
Soaring Consumer on 2013-08-14:
I suggest filing a complaint with your state's Office of the Attorney General's office.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Nasty Rude and Cutoff
Posted by on
Rating: 1/51
ROCKFORD, ILLINOIS -- 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 its 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 Medicares fraud charges and withheld payments.
     
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azRider on 2013-07-01:
I hate Apria also. I have a cpap machine and private insurance. the only place my insurance will work with is Apria. The service is so bad I've purchased masks from other companys and paid for it without insurance just to avoid this company. They suck. so I understand your issue completely.
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Forgotten
Posted by on
I am new to this state, I had healthcare when I came and immediately got a new healthcare provider upon arriving. Apria, hoever, told me that they had to have a credit card for my account. Well that would be fine, but I have one and the limit is $500. healthcare insurance, I told them in thdee begginning that it didn't have much left!
Although I have paid $200. on it during all this, I wondered just what they were trying to charge?
Then a month came and went, no oxygen delivery, no call, no nothing, the 23rd of the next mon I called they said I wasn'r on any route, so I went through 2 people the 1st was OK and the 2nd was rude and gave me some cockeyed story, I may be a senior citizen, but I am not stupid! I didn't live this long and not learn a few thing, It made me cranky for him to assume I would go for his nonsense!
Well finall after running around the bush a few times he said they would deliver in 2 days, but they would call, he didn't know when and I offered to call he said"NOI personally do not know how they do any business, not with that attitude!!
I have been using this company for almost 16yrs and have never had this problem until I came to this state, and by the way they all said"thisn't California" we do not do things the same way", well maybe they should take a trip down and watch, learn and listen, I had no problems with CA. ha

Ms. Senior Citizen
     
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Skye on 2011-08-23:
Apria cannot force you to give them your credit card. Contact the branch manager, and explain your situation.
At Your Service on 2011-08-23:
I sure wish you the best with your oxygen use. I know how important it is.
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Apria Healthcare has incompetent customer service
Posted by on
JACKSON, TENNESSEE -- On 2/9/11 I ordered CPAP supplies and gave my FSA card info. I asked if they accept FSA...they said if it did not go through, they would not ship supplies. We received the CPAP supplies and thought all was well.........
Call #1..."This is Apria. The card you used did not go through. Please call us with another card." I called my FSA...apparently, unknown to me, because I am a postal worker I have to manually submit the charges. I called Apria and explained this. They said they would send a bill for me to pay and then submit to FSA. 3 days later received the bill. Call #2:One day later received phone call..."This is Apria. The card you used did not go though....yada, yada" . I called again....Explained I just got bill yesterday. I reminded them they should not have even shipped product. I gave them my Visa info and I submitted bill to FSA. Guess what??? Call #3:Week later got call.."This is Apria. Your card would not go through". I thought they meant my Visa....I called Visa...It was put through on 2/21/11. I called Apria...they showed payment went through..I asked why the call? They said it could take up to 7 days to reach system..I said it had been 9 days! They assured me I would not be called again. Call #4: One week later :This is Apria. Your card did not go through". Called them again. Why do they keep putting it through FSA card when it is already paid in full. Asked where they are located....a call center in India. Asked that they stop calling....Assured it would not happen again. Call #5: One week later. After being transferred 3 times and explaining the situation I finally got a representative. I asked if the computer showed my previous calls. "yes mam". I asked if they showed my payment. "yes mam". I asked why they were still trying to bill my FSA. No answer. I asked why I have been called 5 times. No answer. I asked how we can stop this. She deleted the FSA card info, made a note to stop automated calls. She said that the next time we ordered supplied it should not be a problem. I agreed as there would not be a next time. They had lost a customer. If I receive one more call, The BBB is getting my next phone call! Stay away from this inept company. Pathetic!
     
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Skye on 2011-03-15:
Please contact them through their corporate office for unresolved issues. The BBB will not do anything for you. I took this off their website:

If your concern is not resolved, please contact Apria Healthcare's corporate office.

(800) 260-8808

Binni on 2011-03-29:
since I wrote this review, apria has called twice. I will try the corporate office.
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Abusive & incompetent customer department
Posted by on
4095 PIKE LN CONCORD -- In November 2009 I contacted Apria Healthcare to see if my CPAP machine replacement would be covered by my medical insurance. I was advised by 2 different people at Apria that it would. After some delay I finally received my new machine in December 2009.
On March 31, 2010 I received a call from Sandra who claimed to be with Apria Healthcare claiming that I was renting my CPAP machine and that my insurance was no longer covering this in 2010. I told Sandra that there is no way I agreed, nor signed any document agreeing to a rental machine over the direct purchase as I had done with my previous CPAP. She just kept raising her voice saying "this is a rental, this is a rental, and then if she was going to send someone out to take the machine back". I asked to speak to her supervisor and she said she could not get her on the line and hung-up. I did get a second call from someone claiming to be her supervisor who again said they had processed my machine as a rental.
On Friday, April 16, 2010 I received a bill from Apria for $214.00. No explanation, just demanding payment.
Why would I rent a CPAP machine for $107.00 for month that can be purchased on the internet for as low as $289.00?
Threatening to take a CPAP away from someone who has Sleep Apnea is endangering my life. Are they serious?
There is no document that I signed, nor have I received anything in the mail from Apria which specifies terms for a rental machine. I would never have agreed to such nonsense.
I feel they are attempting to bully me into paying for a machine because they did not properly bill my insurance company. I changed insurance in 2010 and have a deductible that would not have been the case if they had handled my order in a competent manner to begin with.
     
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Alain on 2010-04-18:
See if your state's attorney generals office has some advice for you regarding this and be sure to keep any documentation you have related to this incident.
tnchuck100 on 2010-04-18:
I know exactly what you are up against. Those jerk-weeds are attempting to bill me for equipment my insurance will cover -- IF they will send the documentation requested by my insurance co. I have already sent them a certified letter and telling them they will receive nothing until my insurance actually denies the claim. They don't listen...they just keep on billing...they are incompetent idiots.
Alain on 2010-04-18:
Having heard that from tnchuck I would now say definitely contact your state's attorney generals office.
raven2010 on 2010-04-18:
Does your insurance company have a patient advocate department? if so, a lot of times these folks can do wonders in clearing up messes like the one you describe.
Brenda on 2012-10-25:
I offer my empathy to you re your problem. I have been trying to get a bill paid since 2009 that my insurance would have paid and have given the correct information multiple times and they now have sent me to a collection agency. I refuse to pay it because I had insurance to cover it if they had only filed it under the correct information and the correct company. The only answer I can get is: we don't have to bill your insurance, we do it as a courtesy. I now have written letters disputing bill and will take it as far up the ladder as I can. APRIA is the worst company. They couldn't care less about your health...they want your money.Very incompetent people.
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