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.
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!!
COLORADO SPRINGS, COLORADO -- 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.
SARASOTA, FLORIDA -- 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.
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.
COLORADO -- 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.
YORK, PENNSYLVANIA -- Apria sent me supplies, I did not order and charged my bank account the co-pay. The charge put my account in the negative. It took more 6 months to get a refund. The negative put a hardship on me. Also, I had to report Apria to Medicare to request the money which paid the 80% insurance partial.
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.
MINSTER, OHIO -- 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.