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Absolutely Awful
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CAMP HILL, PENNSYLVANIA -- Apria is horrible! They are supposed to permit the insurance company 30 days to render payment for submitted claims…but then immediately after they bill my insurance they charge my credit card. They continued to do this for several months until I called my insurance provider and they called Apria to tell them to STOP BILLING ME. of course they said it was a “mistake”…which is OBVIOUSLY not the case. They also keep sending me things I don't use and then bill my insurance. I have considered going to another DME provider but I just don't want to have to start all over again. If you haven't already signed up…DONT!!! Don't waste your time…

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Lies and Incompetence, Complete Lack of Urgency
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Th worst
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- I believe in April this year I gave Apria healthcare in the Chicago area a horrible review! Back then the review was on customer care, lack of supervision that resulted in the employees caring less on their Job performance. After Apria read my review on line I received a call from a Apria representative To discuss my concerns and she informed me that she will address my issues, and don't worry about anything she will take care of it.
I had informed the representative that I contacted Apria and told them that my CPAP machine was not working properly and I need to have it repaired. At that time I took the machine 40 miles to there offices. I was told that if I left the CPAP at their offices to be repaired. It would take 3 weeks. I asked if I could get a loaner until my CPAP was fixed? No we do not have a loaner for you. I informed the employee that I did have a serious form of sleep apnea and I need the machine. response Sorry! I took my defective CPAP home. To move on::I was informed by the representative that I was eligible to receive a new CPAP because my CPAP was 5 years old. Great news, I was told this on May 24, 2019. As of August 21st 2019 NO CPAP.

Back then I informed her that the Assistant doctor who handled my study was no longer in the pulmonary dept. But she sent the request for the prescription anyway. She did inform me of her lack of progress. I suggested she send the request to the supervisor of the assistant doctor. The supervisor of the assistant doctor suggested we contact my internist. ( weeks went by) I finally had to asked my internist for their fax number which I sent to her because she was not having any luck.

After that she must of fallen off the face of the earth. After 3 weeks I finally contacted her and she informed me that they got the prescription and my order was being processed. Great right. This was on August 1st. I called and called again and I was now informed that They needed a second diagnosis to process the order. Every time I called after that I was told the same thing. “They were waiting for a second diagnosis. “ I finally discovered no one would pick up the phone and call the doctor and request the paperwork. To note : My internist has a fairly efficient staff. But my calls to Apria went on deaf ears. No one wanted to take ownership at Apria and solve this issue. Finally, I call the Office in Bolingbrook who would handle my order. I spoke to a young lady their and she told me that I still needed a second diagnosis. I asked what the problem was? she finally said she will call the doctors office and get back to me. Never did. I called 3 days later and was told that someone would get back to me in 48 hours! Crickets. Their team either is very busy or playing cards in the back room. HR. Managers are you hearing me!!!

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Never Choose Apria!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Incompetence, bad customer service, unresponsive manager
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RICHMOND, VIRGINIA -- I have dealt with Apria ever since getting my first CPAP and have never had the problems that I have had in the past few years. First your company went to a cheap knock off version of the Quattro headgear and I was told by more than two telephone associates that you no longer carried this headgear and the replacement did not come in a medium. I told the associate my head was too large for the small and too small for the large. At least three associates told me this and a supervisor. I now have a large and a small headgear and my point was proven correct (neither headgear fits my head). I finally went online and ordered 4 medium headgear from the online store.

My biggest complaint is the respiratory therapist at the Parham Road location in Richmond, VA. On 10-20-2015 I went into your office with my bi-pap and it was supposedly replaced with a new machine although Matt said it had 25 hours on it. I came home, set it up and within a month, it started to beep continuously. Took it back and Matt told me it was suppose to beep and I told him I knew it was but not thirteen times or until I finally unplugged it. He was not interested in my complaint and would not do anything. A month after that I went back and again complained - this time his arrogance was worse than before and again would do nothing.

Finally I sent my caregiver in about the headgear and bi-pap both and he would do no more for her than he had done for me, said the manager was in a meeting. My five year date was up in February 2016 and when I called I was told it was past my five year date. I finally called back and asked to speak to the manage.

When the telephone call was returned it was not from the manager but the therapist Matt who proceeded to tell me the manager did not return calls and would not speak with me. Except for my last call I believe all visits and calls were prior to the February deadline. I even asked for the President's address which was not given to me. I was told to call your complaint department, who never returned my call. My frustration level with your company is through the roof.

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Terrible Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAKE FOREST, CALIFORNIA -- I have been with Apria for over 10 years and used to love dealing with them. Within the last year, the company outsourced their billing and customer service to the Philippines. Since that time, the robocalls have been nonstop. As soon as I blocked one number, they start calling with another number. I placed an order in February and then again in August. I have excellent insurance and I was told what my co-pay would be while on the phone ordering supplies. I gave them my FSA debit card to pay for those co-pays knowing exactly what amount was being charged. To my surprise, I was charged $130.00 more than I was told. When I called, I could barely understand the person on the phone. Finally, I understood that my insurance company denied my claim. So, I called my insurance company only to find out that Apria never even put the claim through to my insurance. My insurance company put me on hold and contacted Apria. They told Apria to submit the claim as it was never billed through my insurance. They too struggled to communicate with the person on the phone. Finally the Apria representative said they would submit it. Well, it has been three weeks since that call with no word on the claim. So, I again called my insurance company and they contacted Apria again and put me on hold. After holding for 35 minutes, my insurance company got back on the line with me and said that the Apria representative states they didn't charge my flex card. So, I called my FSA company to verify that the charge was from Apria and it was definitely charged by Apria. To say that I am livid is an understatement. I have had to spend my time and energy to rectify what some person in the Philippines messed up. After reading other reviews on Apria Heathcare, I'm not alone in my anger and frustration! I even wrote an email to the president of Apria with no response. I'm submitting this review so others can avoid the headaches that I and others are enduring.

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Absolutely Horrible Company, Disorganized, Unreliable, Bad Service, Horrid Wait Times, Worst Experience Possible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BEVERLY HILLS, FLORIDA -- This is clearly the worst company and horrible customer service imaginable. No, I take that back, it is actually worse than you can imagine. It is amazing they are in business doing such a lousy job if my cumulative experience with them is any indication. Today for instance, my O2 concentrator that was delivered yesterday, I used overnight, I woke up realizing it was delivering a foul odor (slightly burnt, sweet, rancid). As a never-smoker, I guess it was like stale tobacco smoke from a previous home. My first call to Apria was on hold one hour and nobody picked up. So I called back. During that call I was switched to new customer service representative twice to start over. That took about an hour total.

Finally, the service representative said "no prob. Someone will be at my home this morning before noon to switch out unit." Nobody showed up or called me back. At noon I called again. The representative said there was no record of my calls and no plans to switch-out my unit. After another long wait the representative came back on the line to say they delivered to me yesterday. Of course, I knew that but this was not the issue now. So the representative added me to the delivery list today and assured me again it would in fact be today. But when I checked an hour later I am not on the list in what amounted to another another nearly-one-hour phone call most of which was me on hold waiting.

All I have done today is make calls and wait on hold for what could have been only one single five min call in the first place. I do not feel well and need things to be easier, handled one time, clear, reliable, and not obstreperous and infuriating. There exists a competition on my time and energy between managing my health issues and getting done with other things. Run as fast as you can in the other direction from Apria if you value your time and energy. Never mind hope for any simple cooperative relationship with Apria.

They do nothing to behave that way. Apria is indifferent to wasting your time and energy. They don't care. Today is not over yet. But I have no confidence in Apria. Will they show up? Do I sit here waiting all day again? Will they call? Am I on the schedule? Can I have back my time wasted and frustration? Do I have to start over again calling if I miss them today?

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Worst company in the USA?
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALBUQUERQUE, NEW MEXICO -- Right up there-splitting hairs at this point. My sleep condition doctor's staff stated they were 1 of 4 vendors covered under my insurance for a CPAP device. First, you can't talk to a local rep-all inquiries are directed to their offshore in the Philippines location where all of the reps BARELY speak any English whatsoever. Unbelievably troublesome. All I wanted was a quote. That took forever for this person to understand. Finally, a day later I was e-mailed a quote. I reviewed it but DID NOT SIGN FOR ANYTHING.

Lo and behold, about a week or so later a box arrived from them with CPAP equipment. WTF?!

This set off about 2-3 months of non-stop calls to them and the local office manager (who never returned my calls BTW even I was told he would and I had his name) as well as figuring out how to dial into their system in the US by posing as a doctor in order to get a live American on the phone. They kept billing my insurance so I had to call my carrier about it to get the claims denied. It took over a month for them to come and pick up the box-and this was after they RUDELY sent me a message that said I had to be home all day on a Thursday to be able to sign to give it back even though I never ordered it! I was able to again, waste my personal time and reach a US contact who arranged a local pick up the evening on a Wed. Then, GET THIS, two days later at the end of the business day on a Friday, another truck of theirs showed up to pick it up even though they had already gotten it back! Unreal.

Frankly, this company is a organized crime Enterprise that rips off insurance companies and their policy holders-management needs to be Federally prosecuted for ongoing fraud and ultimately jailed and the company put out of business.

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Poor Customer Services and Business Practices
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAKE FOREST, WASHINGTON -- My employer moved my healthcare coverage to a new insurer in Jan 2017. In the process, I was automatically assigned to Apria as DME supplier. I had Apria in the past, so was apprehensive given their poor service. When this issue began in Mar 2017, I started documenting all communications.

I placed an order for APAP supplies from Apria in Mar 2017. It took eight months to get Apria to correctly submit the claims on this order through my correct insurance (end of November). After making no progress in resolving this matter with Apria, I asked for help from my healthcare plan. After little success by their rep, she then escalated to her Provider Relations department to assist.

It had been 10 months of communications with Apria without having yet reached full resolution. I had not received reimbursement for overpayment from Apria nor any communication/statement from Apria even acknowledging I am owed reimbursement. It took writing to Apria's CEO in January of 2018 to get reimbursed - the check arrived almost 11 months after the order was placed and their mistakes had begun. I spent countless hours of my time trying to resolve this issue. Apria submitted claims to the wrong insurer multiple times after having been provided the correct insurer information repeatedly.

I paid the initial $300+ invoice through my VISA which they automatically charged after the incorrect insurer denied the claims. Apria never communicated to me the denial from the incorrect insurer, they simply charged my VISA the full amount. Apria erroneously double-billed me for the same order and amount of $300+. They then sent me a statement and left a voicemail threatening collections for their erroneous double billing. In October, a new/separate DME APAP supply order was delivered to me. Neither I nor my physician placed the order, as I had moved DME companies by this time.

Re the erroneous DME order, Apria told me they would schedule pickup of the supplies and let me know when that was to occur. A UPS driver appeared at my door without my having received any communication from Apria re a scheduled pickup date/time. Apria placed another charge on my VISA for the erroneous order after I had clearly communicated to Apria to remove auto pay and that they did not have any authority to bill my personal VISA without my approval. I placed a dispute on this charge with my bank who provides my VISA.

Apria provides EXTREMELY poor quality of customer service. Attempting to reach Apria representatives when there are issues is a test of patience. Wait times are extremely lengthy and representatives don't follow through on their commitments and are inconsistent in their responses. There has been a lack of follow through on what they committed to doing in almost EVERY instance. I have moved my DME provider. I would NEVER go back to Apria, even if I had to pay for my supplies out of pocket. Their company seriously needs an audit of their practices.

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Horrendous customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

A month ago my CPAP stopped working so I called my insurance company for a reference on where to order a replacement. Unfortunately I was given Apria Healthcare as a choice. I contacted them and with a week had all the required paperwork sent to them, a new prescription, the sleep study, the clinical notes etc. I get a call on September 4th from Apria and they state they need the clinical notes and how old my broken machine is. Within 24 hours, 9/5 at 11:49 am I have the second set of notes faxed along with the age of my broken machine. I call 9/11 and inquire as to the status of my order and after along drawn out dealing with "customer service" am told I will get a call back within 24-48 hours. Needless to say on 9/13, after the 48 hours had passed I had yet to receive a call back. I called again and spoke with a "supervisor" named June, who after an hour on the phone stated that I would not only get a call back from him in less than 24 hours but I'd also get a call from someone on the expedite team. I know it's hard to believe but 24 hours later, no call from June or the expediting team. I might also point out that on 9/15 my insurance agent and a representative from my insurance company also call Apria and got absolutely nowhere. I called back later on the 15th and ultimately had to get a call back after being on the phone with them for 1 hour and 7 minutes, because they still couldn't give me an answer as to why I am still without a machine. This is after supervisor "Joe" told me I'd get a call back within 24 hours, which I refused to accept. I was also told my "case" would get forwarded through to be expedited, what about the last three times it was expedited? So I did get a call back from a North Dakota phone number from Joe, who told me he was in Arizona. He was not able to help me or give an answer as to why I have no machine and why my order has taken a month so far. I asked to speak to someone on the expedite team but was told they are on the mainland and he can't forward my call there. I asked what mainland was he speaking of as he was allegedly in Arizona. He said they are in Arizona, that is the mainland, yeah ok!. I then couldn't take it anymore and said I had had enough of the lies and deceits and at this point cancel my order. /the only thing Apria did correct in a month was just that, cancel my order. This company needs to be put out of business and how are you in the healthcare field and could care less about your "patients" needs?

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Apria Healthcare Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 75 ratings and
95 reviews & complaints.
Contact Information:
Apria Healthcare
26220 Enterprise Court
Lake Forest, CA 92630
800-277-4288 (ph)
www.apria.com
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