Apria Healthcare Consumer Reviews - Page 7

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.

PEARL CITY, HAWAII -- Incorrect bill, again. Called to correct. Billing number goes to voicemail box. Voicemail box is FULL. Incompetent billing, incompetent phone system. I am now calling my doctor to see if we could get CPAP machine from ANY other provider. I would pay more, if the bill were just accurate! Google "Apria billing complaints" and see that this bad business has been screwing customers for more than 10 years, and they are apparently getting worse, not better. But the employees tell me they get free cookies.

NATIONWIDE -- It's impossible to contact Apria's billing department to resolve a simple payment problem. I paid my wife's invoice on time, but it got credited to my account instead of my wife's account. Now I'm receiving continual overdue notices. They didn't respond to my written explanation, and they don't answer their computerized phone system, so it is impossible to talk to anybody who could resolve the issue. Completely worthless customer service system.

LOUISVILLE, KENTUCKY -- If you need a CPAP machine, choose anyone BUT Apria. Bottom line, we were charged hundreds of dollars for things we did not authorize, had to cancel our debit card and our flexible spending cards, and are STILL fighting to get our money back. It's just not worth it. This has been a nightmare for months.

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.

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.

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 - it's 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 Medicare's fraud charges and withheld payments.

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!