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.
LAKE FOREST, CALIFORNIA -- I have been trying for more than 2 months now to get a CPAP machine and supporting supplies. More than 20 phone calls. They keep saying the documents sent by the doctor are not sufficient. Then I have the doctor send other docs. Then they say it's OK now and I will get a call to confirm order status. No call ever takes place. Then I call back and am told the docs are still insufficient. Repeat this loop five (5) times. I finally entered this sorry picture, go to doctor office, and personally check that Apria's requirements are met and docs faxed. This still did not break the vicious loop above! 2 months lost playing this insanity. Never seen anything like this. Third world level of competence and service.
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!
MARYLAND -- Put on hold multiple times, and after long waits, they said they would "call you back today," and they never did. Later claimed they did -- phone records say they lied. This continued for time after time. Also gave wrong address to their facility (its wrong in their database and their website). All told, a horrible experience dealing with this firm. If you have any other options -- opt out.
DAYTONA BEACH, FLORIDA -- ABSOLUTELY A TERRIBLE COMPANY! BEWARE!! Their company accidentally sent me to collections and will not fix the problem. Now my credit is tarnished and they don't even care. Equipment is high priced and performs like low quality equipment. I was told originally to stay away from them for my health needs and now I know why. I can't give them a 0 star... it's amazing how they are able to operate.
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.