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.
COLORADO SPRINGS, COLORADO -- April 1st was the date the Dr sent in the prescription for a sleep apnea machine to Apria. Today is June 18th and I still have no machine. I have continually called, spoke to several customer service reps and every time they give me the same story. They need my insurance card number, must get in touch with insurance to make sure I still have coverage, they will turn this over to a decision department.
Next call, they have no information about my order, nothing on file. Next call, they need my insurance card number, no information found in my file, and on and on. I finally spoke with one representative who told me every thing was a go... he would call back in 5 minuets with a delivery date. This one actually called back, said they would deliver this machine this week. Wait for the call.
No call, I called back today and was told it has all been approved, she asked me to hold while she would be in touch with the delivery department with a tracking number to be delivered via email. They are so slick. It is unbelievable, of course no tracking number. Why would they have a tracking number for a delivery of a sleep apnea machine. If they send it in the mail, hopefully they will send a technician with it to show me how to use this machine.
I am beginning to believe this company does not really exist. It feels like I am speaking with a ghost company. Yes, I have wasted my time and given them every benefit of the doubt, my fault for even waiting for one week let alone 3 months.
Tried for over a week to work with these people on providing oxygen for my mother. It appears that they use an overseas call center because the people you speak with can't understand what you're asking for. Doctor's orders were sent to provide my mother with an O2 concentrator for the home, a portable O2 concentrator, and oxygen cylinders to use until the portable unit came in. I spent many hours on the phone with these people getting nowhere. I was always told it was being reviewed, needed more paperwork, or had been cancelled. I was never able to talk with a local office, only the call center.
OHIO -- Calling Apria for information requires a half-dozen transfers and phone button pushing. When you get a representative, they're ALWAYS the wrong department... "let me transfer that for you"... "I'm sorry you've reached the wrong department." When you finally reach your destination the phone contact sounds like they're in a Glad Sandwich Bag. The transferring folks were clear, but for some reason, the person that's supposed to have your information can't be understood.
After giving the representative all your information, and I mean ALL your information... you get disconnected. Return to GO, don't collect anything. If you can get anyone else to service your Durable Medical Equipment, don't use Apria.
PITTSBURGH, PENNSYLVANIA -- I have spoken to 5 different people over a period of 2 days and I have been told 5 different things. It has been impossible to get a straight answer on how to switch from a facial mask to a nasal pillow for my clap. I have been told that I would have to pay out of pocket, that Medicare would not pay as I wasn't in an area that was covered by MC, that I would need a prescription, that I would need to have a repeat sleep study, was told to go online and figure it out myself. I am so frustrated by the incompetence of these people. This isn't rocket science! I intend to find someone at Apria who knows what they are doing.
DENVER, COLORADO -- Was on hold for over an hour, transferred several times, hung up on four times... All for a humidifier bottle for my dad's concentrator. After speaking to several people and asked to talk to his supervisor yet never got to talk to one, I was told that they sent humidifier bottles with the concentrators and finally hung up after I argued with the lady that we never received one. Then apparently they couldn't deliver it. I would have to pick it up in a town at least 30 minutes from my dad's house. When I looked up that location's address it said that location was permanently closed down, then the last person that I spoke to said they could send it UPS.
This was all after they told me my dad's oxygen was picked up in 2014. He's only been on it for not even 6 months, they couldn't find him in the computer, the address they had wasn't the same... Well why the hell would Apria have their sticker on his concentrator?! Not the right address? That's weird because you delivered it to his house!!! So you must have had the right address! Ugh! We'll definitely be looking for a different company to get his oxygen from!
MERRITT ISLAND, FLORIDA -- My mother has been on oxygen for several years following a surgery. We've had to deal with Apria ever since. Wait times for calls are crazy long -- you can easily spend a half hour or more on hold. When her portable oxygen concentrator began showing a red light recently, after 50 minutes on hold, we were told they would replace it within 24 hours.
That was two weeks ago. Their robo-call has woken us up several days to announce a delivery window that day. But no one comes, nothing arrives. So my mom is basically homebound until they get their act together and deliver the equipment. It's very unprofessional. Maybe if enough people tell Medicare how awful the service is, they will find other oxygen companies to work with.
Apria sent a new CPAP quickly. Unfortunately, the setting was incorrect. I have called 5 times in the last 2 weeks and have yet to have a call from a technician. I have talked to 2 different supervisors, and had them escalate my concern to urgent. Still no response 2 weeks later. How many times should I call? The return of a CPAP is prohibitive and will only be accepted if defective item. It isn't defective, I just need someone to fix the setting.
ILLINOIS -- As a discharge planner at a hospital, I can't tell you how dissatisfied I am with working with this company. This organization has screwed up order after order. They never seem to get anything right, are disorganized and never take responsibility for anything. Equipment gets delivered wrong, to the wrong place, or non functioning. Complaint after complaint has been given with no improvement in customer service. I absolutely dread any and all experience I have to have with Apria.
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.