Apria Healthcare Complaint - Totally Unbelievable Customer Service – Read This!
SANTA ROSA, CALIFORNIA -- I never thought a company would (seemingly) set out to screw up simple supply orders until I worked with Apria. They may have won first place for the worst customer service in the healthcare industry.
My complaint is not due to a few botched up orders, but over 30 in the last 9 years. I order cpap supplies, such as masks, filters, chinstraps, etc. Most of these are repeat orders. Not one time in over 30 attempts have they sent me a complete order correctly! These guys must have to work hard at screwing up orders! Please understand, if I don't use this cpap (a machine that pumps air in my lungs when I sleep), I could have a stroke and die. A few quick examples:
• On my order three months ago, I mentioned the problems I have had and requested that they get the order right for the first time. You'd think that would assure a correct order, right? I ask them to send me the blue neoprene chinstrap, NOT the white 4" one. They see past orders, identify the correct strap and orders it for me. What do I get but the white one!
• I need filters for my cpap machine. I have dust allergies and have sneezing attacks. I order the filters and they assure me they will be there in two to three days. I call to complain I haven't received the filters after a week-I'm beginning to wake up sneezing. They say the filters are ordered and should arrive any day. Another week goes by, same response, any day now. Three weeks go by and I'm not getting much sleep because I wake up at night sneezing, blowing my nose. They say it should arrive in the next day or two. A full month later, I'm waking up with a bloody nose and my mask full of blood...! I tell them to do whatever it takes–GET IT HERE! I call national Apria customer service number. They apologize profusely and assure me they will have the Santa Rosa, CA office looked into and that this is an isolated incident. Here we are, FIVE WEEKS LATER, I ask where my filters are – THEY HAVEN'T EVEN BEEN ORDERED!
• After sending me the wrong filter twice, I email them with the exact part number, taken from the package. I even take pictures of the filters they sent me that were wrong (pink and yellow) and show them the right one that's white. What do they send me but more of the pink and yellow ones!
• The last time I got the Northern California manager to look into my need for a Bi-pap machine (I want to be sure I get the right one for my needs). He assures me he'll take care of it. A week later, he's too busy, so he refers me to "his expert in Bi-pap machines". After going round and round with this lady for 45 minutes, it turns out she doesn't know much about Bi-pap machines at all and I know much more than she knows!
I don't have time to go on about this, this is crazy!
They have had three managers of the office in Santa Rosa in the last three years, still they promise me the world and assure this will not happen to me again, but each time it does! Even the people who work there think that they are a joke! Now I see that others have had the same kind of experience elsewhere in the US. God, help them!
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