Apria - Run From This Company.....Fast !!
Oxygen and Enteral Equipment/Supplies - Complaint
LOUISVILLE, KENTUCKY -- My daughter has cystic fibrosis and requires oxygen, enteral supplies, and enteral feeds (tube feeding). We had to switch to Apria approximately 1 year ago due to insurance. Prior to this company we had Lincare for 10 years ( loved them). I understand there can be glitches because we are dealing with humans; however, when you have the same issues over and over again there is a big problem
1. Orders are NEVER (yes - I said never) delivered timely or when they say they will be delivered. There are always excuses and blaming the doctors office for not sending scripts, not sending correct scripts, not filling out paperwork correctly, etc..etc.. Then when we prove that correct paperwork was sent (doctors office keeps faxed copies and confirmation) then there are new excuses. A few weeks ago after several weeks of not receiving my daughters portable oxygen tank doctors office had Apria representative come to their office to go over everything (in person) that my daughter was to receive. We still have not received her equipment or enteral supplies but the representative left his information trying to drum up more business. Needless to say her doctor's office has told us they are tired of getting the "run around" with Apria and will not refer them to anyone.
2. Deliver the wrong equipment - they delivered the wrong gastrostomy tube informing us that they knew it was wrong but would take several weeks to get the correct size. We had no choice except to use it and my daughter got a really bad burn on her stomach from gastric juice drainage. Apria apologized and said they were sending medication at no charge because it was their fault. We received medication several weeks later and they charged the insurance company (we do read all statements).
3. Incorrect billing - we kept getting bills that we owed money. But, according to insurance company we did not owe anything. According to our insurance company they have contract with Apria to accept what insurance pays and they cannot charge customer the difference. I spoke to billing department on several occasions regarding this and was told that such contract did not exist and we owed the money. They had the nerve to send certified letter that they were turning over to collection and were coming to remove the equipment from our possession. I sent them copies of insurance explanations (they claim they don't receive) for the prior 12 months (I keep them all), copies of payments I had made which were not reflected on statements, and a letter from an attorney. Well the following statement showed a negative balance....but no letter or call of apology.
4. HARASSMENT - whenever our daughter is in the hospital (sometimes weeks at a time every couple of months) we end up with extra supplies and feeding because hospital provides whatever she needs while she is there. We only contact Apria and order when we need things. Representatives will actually call us because we haven't placed an order. We explain that we don't need it and will order when we do. They threatened (and did) send a certified letter to us, insurance company, and doctors office that we were not following doctors orders and it was detrimental to our daughter's health. How dare them.....they could care less about her health.....they just want to be able to bill insurance company every month. The last time my husband called to place order for her tube feeding he was told that they didn't know how long it would take to deliver. When he explained the necessity (new higher calorie feeding) of receiving ASAP the lady basically told him that her feedings must not be that important because we hadn't placed an order in several months.....we still don't have feeding.....that was almost 4 weeks ago.
I could go on and on but will spare you the novel. Bottom line this company is #1 to stay away from. We are currently looking for another company and would have sooner but we really cannot afford another company. It is very costly when you have a family member chronically or terminally ill. But at this point we have no choice because my daughters life depends on this. I am so fortunate that we may be able to get by paying more out of pocket.....but, I know others do not have this option and something needs to be done about this company.