ALBUQUERQUE, NEW MEXICO -- 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 home fill 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.
KANSAS CITY, MISSOURI -- 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!
CHANDLER, ARIZONA -- 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.
PASADENA, CALIFORNIA -- 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.
I am new to this state, I had healthcare when I came and immediately got a new health care provider upon arriving. Apria, whoever, 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. I am on social security, my husband died 7 months ago and I live with one of my children. I had to use that credit card to help me move, so there wasn't much left on it, and I told the person delivering the oxygen, he made no reply. He gave me my first batch of bottles and then said "I will be back in a month." Now this all sounds fine, huh.
Then every week three times a week Apria called to say there wasn't enough money on my credit card. Hmm, it's all covered by Medicare. Why did they need it in the first place especially when I had healthcare insurance. I told them in the beginning 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 month I called. They said I wasn't 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 finally 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 "NO, we will call" and "if you don't call right back", "we won't deliver", bah. By this time I was steaming, if he would have let me call them we wouldn't waste all that time and energy.
I personally do not know how they do any business, not with that attitude!! I have been using this company for almost 16 yrs and have never had this problem until I came to this state, and by the way they all said "This not 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.
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 through… 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 ma'am". I asked if they showed my payment. "Yes ma'am".
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!
HARLINGEN, TEXAS -- I rented a CPAP from them in October 2009 and made a copay for October at the time of receipt of the machine. I have made the 13 monthly rental copays but received another bill yesterday which will be the 14th one, even though my insurance company said, and Apria confirmed, that only 13 monthly copays are required. When I attempted to speak with customer service, I was immediately transferred to the billing center in India, which I was told that they can only receive payments.
I called back and spoke to a ** in Overland Park, KS who said repeatedly that I owed just one more payment, even though she went down the list of payments I had made and I counted each one with her over the phone and I had already paid 13, but this did not stop her from claiming that the bill I had just received was for October making it the 13th. No matter, that I had counted with her 13 payments that had already been made. She kept rapidly repeating the same claim verbatim. This is only one recent extremely negative and frustrating experience with them. Everyone stay away from Apria. They are customer unfriendly and seek to over bill you.
LOUISVILLE, COLORADO -- The person I lived with signed up for oxygen with Apria. Many problems with them. First, it took them months to get him into their billing system.
Then, errors with the bills.
When his oxygen level had to be increased, by doctor's orders, it took Apria literally months to record the change. So, when the delivery guy checked the concentrator to make sure it was working, he turned the level down from 4.5 liters to three. My partner lived in a sick, confused daze for three days, until we realized that the level had been turned down.
And when his level had to be increased, when he was working all day away from home, APRIA REFUSED TO GIVE HIM MORE THAN TWO PORTABLE UNITS!! He would run out of oxygen every day, and they kept saying that their "allowables" are only 2 portable units per day.
My partner died (from cancer) and after he died Apria billing would call 4-5 times per day - no message, nothing, just calls. I called them, told them to stop calling me, they argue with me, saying they have a right to call. I tell them that they don't leave a message and there's no one on the other end when I answer, so what's the use of calling? The agree to never call again, and then in one hour I get the next call.
I write a letter saying I want no more calls (I am not responsible for partner's medical bills), and when I called a few days later to again tell them not to call, they tell me that they threw away my letter!
This company is mismanaged, disorganized and unethical. To agree to take care of a patient's oxygen needs and then flatly refuse to do it is MALPRACTICE!
JACKSON, TENNESSEE -- I reordered my CPAP supplies through Apria, a company recommended by my Sleep doctor. I had such a bad experience that I vow to NEVER use this company again. I happened upon this website and see that there are others out there...like me....who are had such a bad experience that they needed to vent. I too wish to vent.
Here is my story.
In February 2009 I ordered supplies and gave the girl on the phone my Healthcare Savings Account credit card number to pay for the order. She said I would receive a confirmation in the mail. My supplies came. The confirmation never did.
March: I honestly forgot about it for the next couple of weeks. Then I received my first Statement for the amount that was supposed to have been paid for when the order was placed. So I called in to the customer service, and I use that term loosely here, and told them that there must be a mistake as I have already paid for my supplies. They took my account number and said the order was processing and that I should have confirmation soon.
April: The next month goes by and another statement arrives. I talked with the "customer service" again and was told that the charge actually did not go through. I gave my Healthcare Savings Account number again and was told that I would be receiving a confirmation shortly.
May: Another month goes by and another statement arrives saying that All or part of my bill is seriously delinquent. OK. Yes, I am furious. I phoned the "customer service" folks again and was told that there was NO OPEN BALANCE, that the account had been paid in full. Fabulous. Finally.
June: You guessed it, another statement with a seriously delinquent threat on it. When I call in to speak with the fantastically inept customer service department, I am told....wait for it....the account has NEVER been paid. The young man on the phone checked my Healthcare Savings credit card number and said he would again try to run it through.
I phoned my Healthcare Savings Account company today to verify if any charges for the amount owed were ever processed. Yes. On the June phone call to Apria, it was finally charged through.
This is why I will NEVER deal this company again. Now I have to go through the process of finding a company that I can trust to provide me with reliable CPAP supplies.
SACRAMENTO, CALIFORNIA -- In Jan. 2007, I was referred by Sacramento Ear Nose and Throat Specialists to do a sleep study. I was told I have Sleep Apnea, and I have a Dieviated Septum. I was instucted to contact 2 companies that provide durable medical equipment. I was told I may benefit from using a CPAP breathing device when I sleep. I contacted Apria Healthcare. I provided all the necssary Ins. info and they said they received athorization from my ins. Co. Horizon Blue Cross Blue Shield of New Jersey. I was told there would be no out of pocket espense.
In April 2007, I made an appointment to go to a local Apria Healthcare location to receive the equipment and to be instructed on proper use of the unit. It is now Feb. 23rd 2008, I have received bills approx. every 2 to 3 months from Apria, trying to get me to pay for the equipment. I have contacted Apria by phone several times regaurding this matter. I have also sent the bills back to Apria, I have contacted my ins. co. and receive E. O. B.'s (explenation of benfits) stating that before my Ins. Co. will pay Apria, that they need additional info.
Apria has received notice that my ins. co. requests more info. and they keep denying this claim until more info, (and probably the correct billing codes, and Referring physicians info) I an uable to get them to stop billing me and I can't get them to understand they will not be paid until they provide this info!
This kind of thing is part of the problem with healthcare in the USA!