Apria Healthcare Group
Reviews and Complaints

My provider prescribed me a cpap machine and Apria is the supplier. I received my machine back in February. Because i was new to using a cpap machine, i was provided with a Full face mask as a trial and if i wasn't comfortable, the rep on the phone told me i can get a different one. I used the machine a few days but didn't like the way the mask fell. Then i got sick. I had a mild stroke where i was unconscious and couldn't even talk/walk/eat for about 6 to 8 weeks. As i am typing, i am still recovering. But so heartbroken and hurt that Apria will be this and so heartless.

When i started to feel better and had the strength, i called them to have my mask replaced. And they tell me that because it's more than 30 days i will have to pay for it out of pocket because my insurance won't cover and that, it's their policy. Even my PCP knowing the circumstance is the one who told me to call them and have them replace it. I called the insurance and explained it to them. They said Apria was lying. I am entitled to masks when needed and it's covered. Ny insurance rep had me on the phone while she called Apri to straightening things. That when Apria rep said it's not my insurance company issue but Apria policy because it's more than 30 days, my pcp needs to submit another request that got to through claim etc and i still have to pay copay for replacement...

I already paid out of pocket a copayment of over 500$. I can't really remember exactly how much. The stroke let me with hearing and speech impairement and trouble with memory. i get very and really forgetful.

What hurts me the most is that, the rep had the gut to tell me that while i was sick in bed, I could've told my pcp or someone to call on my behalf to have the mask replaced. While fighting for my life in bed i should have remember to have someone call Apria according to her. I hope she never have to experience a sudden stroke one day. Because she would tell me how you can do what she said under a stroke...

At that point, i was so shocked and insulted that i told her that i didn't even want the mahine and nor deal with Apria anymore. They can have their machine back. And i will see if my provider could get me another supplier. She tells me that because i bought and not rented the machine; i can't return it anymore. So i am forced to keep a machine without a mask. What's the point.

And when i told them that i don't see the point of having a machine that i don't use sitting there. I would like to return it. She said they can't take it back.

don't care what it takes i M ready. People shouldn't be in healthcare business if they are not compassionate or are not willing to understand and work with peope in need. All i asked was just a new mask to use the machine. And i am sure i would have had copay as i get new. As you see by the lengof my message i am very hurt and that is causing me emotional distress. And, i don't want someone else to go through this too. Please don't do business with Apria such people care about than the wellbeing of their patient... there are a lot of cpap machine provider out there. Choose wise, if your provider connect you with apria, just run 🏃‍♂️. They were nice when they wanted my money but now are not willing to work with me until i pay them again. Trust me i am not stopping here so please whatever advise or tip i can get to step this up i welcome them. I am really going through emotional distress right now. That my whole body is shaky and i have some heart palpitations. This is just not fair. If Apria won't give me a mask to use their machine they could at least take it back. Because everytime i will look at it, it will remind of this experience. Thank you for listening. I really needed to talk.

Two years ago we replaced our Cpaps. This was during covid and everything was done over the phone. We were told at the time we would pay $12.28 per month per machine for 13 months. That was the co-pay. After 13 months there would be no more charges. To date we are still being billed. I have spent countless hours on the phone with their CS reps. I have been told numerous times that my accounts would go to arbitration and i would be advised. Never happened. I have requested numerous times to speak with a supervisor, was told i would be hearing back within 24 hrs. This never happened! I have gone through united healthcare and they said the account was settled and to just ignore the bills. I don't want to do that and have them send me to collections! I no longer take their calls as I am not going to explain this situation again to someone that will do nothing about it.

I am simply trying to get a receipt emailed to me for the charges that you made on my FsA card. The carrier of my fsa is refusing charges because for over a week we have been asking for a simple receipt. I tried going online to get something but your site shows the bill not paid. I called and spoke with a woman that said her name was Carmela who said she had to go through some verification email

Process and then would email the receipt. I cant access the email from work so I asked to just send receipt. You have no issue sending me billing emails or emails for the sizing of my masks. But a receipt saying that I paid $26.77 is not possible!? What are you hiding? Myself, my husband and my daughter all get cpap supplies from you and every time we ask for receipts we get these problems. Last time I had to wait three months for one. I asked for a supervisor and was told none were there yet. Fraud is seriously starting to sound familiar here. Why not send a receipt? Did you not apply my payment to my account? Working in the insurance and healthcare industry I have never heard of or experienced such complications with getting a simple receipt.

I called up Apria Vista, California 1/16/2023 @ 12:50 p.m. to order my CPAP. I was verbally told to pay $199 as a set-up. I have to pay $57 every month until I met my deductible. After I met the deductible, I have to pay $11. This was not a clear statement. Please resolve this and you are delaying my equipment. This is a health risk. We understand an obligation but we need an honest explanation.

I asked the written copy of these statements. The first person I spoke was male and told me that he has no way to provide me the copy. The next one is the lady. She told me to sign first a contract then, put the money down. I also need to put my credit card on file! You are in network to my insurance so this is really frustrating!

My insurance told me that I am not supposed to put money upfront.
If I do, why can’t you provide me written details of what you were asking from me. Do I really need to put down $199 to set up the CPAP? Why does my monthly $57 cost more than my doctor visit?

My grandfathers concentrator has not been maintained by the company in well over 8 months. Called to have someone come out and was advised that someone was out in April leaving equipment and no one was home. At his old address, All of his information has been changed to staying with us now due to declining health. Updated the information, and was told someone would be out to service and bring more portalables as needed and to clean the filter in the mean time. Waited and waited, no one showed for service. Called back a couple weeks later, once again has not updated the personal information nor sent anyone out. This went on all summer fast forwarding to now, January 2023. The concentrator is STILL not working, have been using another family members concentrator due to needing oxygen at ALL times. Call to the office on 1323, MUST update ALL information once more. The agent states will have someone out Thursday - 1523, NO ONE shows up. Called the morning of 1623 with STILL having the same old information for addresses and phone number, the agent stated was supposed to bring refilled concentrator (portalable) which is incorrect, never the less no one came out to service the damn concentrator. Now, today, 1623 someone is to be out this afternoon. If there is not anyone out, we will be finding a new company. This is uncalled for. I am glad he is not on Hospice as of yet and needing to have more supplies. This company is a joke and do not realize what they are doing to others health and well being. Will be reporting back if there is still no changes.

Received my Cpap machine from Apria May 13 2022- Have Horizon insurance.

my policy covers 90% I pay 10%. I, m Meeting with General Manger Dave Carrell in Augusta Ga eamil address - David. [protected]@apria.com - on Tuesday December 20,2022. we are going to discuss why according to my account and contract that I have paid for the entire 10 months and have 4 months left and they are billing my Insurance company for December 13. KARLJONES. [protected]@apria.com. and spoke to him and he said

My study was performed by CSRA Sleep LLc. Apria is in my health care network.

Theresa Sujka Team manager from Apria in Augusta Ga sent my approved to Jack from CSRA Sleep-email address - [protected]@gmail.com - I have a screen shot photo April 28,2022 from her to jack that states approve and set up for 10 months at $40.10 for Cpap $13.45 for Humidifier which should

total $53.55 per month. on my Contract with Apria it has Horizon BC/BS. I have confirming emails from General Manager David Carrell that the fee is $40.10 for Cpap and $13.45 per month for 10 months which comes to a grand total of $535.50 and then the machine is mine with no other fees of those fees I, suppose to pay 10% co insurance. And comfirming emails From Horizon BC/BS and Have forward them to Dave Carell He is in agreement with me.

I called Apria billing Friday December December 16 2022 and spoke to Carl Jones Calizo - email address-KARLJONES. [protected]@apria.com and I received a email copy of my account in detail that shows that $542.57 has been paid from May 13 2022 thru October 13 2022 - which is $7.07 over what the contract calls for. Carl said I still have 4 payments left at $76.00 per month they sent more bills to horizon. In addition billing had unannounced to me charged my card on file to a tune of $155.46 - over a period months. Horizon Paid $387.11. I was only suppose to pay $53.55 total.

They are grossly over charging and are in the wrong.

so as far as I, m concerned by machine has been paid off as of October 13 2022

The customer service is horrible, and they bully you into paying money you should not have to pay. One lady stated that it was mandatory to pay $175 because we did not meet our deductible, and my husband tried to explain that we had already met that, and we should have no cost. The lady then proceeded to tell my husband that he would then be taken to collections. I got on the phone and explained to the lady I would like to call my insurance because we knew she was incorrect with what she was telling us. Since it was 6 PM PST that we received the phone from APRIA, we would have to call the next business day to speak to our insurance. We called our insurance, and it was determined that we had zero cost out of pocket, so we then proceeded to call the customer service again at APRIA. There was no answer, my husband left a message. We received a call from a woman who did not want to hear anything my husband had to say, did not want to answer our questions regarding how much the rental was each month, she continued to talk over my husband did not let me get a word in and then told my husband that she did not care if he got this machine or not, and my husband then told her he did not because he was then upset how she was talking to him. 10 minutes later the same lady called, and I answered the phone, she tried telling me what she thought we wanted, and I tried to explain what our true concern was, but she continued to talk over me explaining now we did not have to pay the $175 for the deposit, I requested that she stop talking and listen to what we were trying to ask as my husband tried to do the first phone with her. She became rude, and I requested a manager, she said that there were no managers, and they were out to lunch. She then stated to me that I was the issue and that her coworkers hear everything she says (which to me is HIPPA violation) at this point I requested to listen to the recording when she had spoken to my husband telling him she did not care if he got the machine or not. I hung up and decided to research APRIA corporate office to reach someone. Well, there seems to be no customer service managers and I have received three different numbers and routed to multiple different departments from billing to a travel department. If there is another option out there go through them, that is what we will be asking our doctor next week. This place does not make me feel comfortable at all especially knowing there is no one to talk to about the bully their representatives do.

Have been using a cpap machine for over 15 years. On my 3rd replacement due to machine giving out. had previously replaced 2 other machines after 5 years use on both with no problem care centrix handled those.

Moved from Jersey to South Carolina after 6 months my machine broke it was over 5 years old. Called Carcentrix they do not supply in South Carolina. My Dr in Nj cant write A script for South Carolina. Called Horizon BCBS and was given Apria as a network provider. I had to get a doctor in South Carolina and have my sleep test done and prescribe the cpap replacement machine. All were network Drs. Apria told me they got a authorization and gave me the machine and they would rent it for 10 months as per BCBS contract and then put it in for purchase all being covered by BCBS. I kept getting knock down and I keep getting in touch with Horizon and their story changes from there was no authorization to it was suppose to be a purchase. They are being billed for it from a different company and according to Travis Rice of Blue Cross Blue Shield who happens to be a supervisor fro Horizon BCBS for Sthe State of NJ health benefits who are assigned to process our claims. The different stories he has come up with are amazing. I have also Spoken to Apria General Manager in Macon Ga David Carrell and they both cant seem to correct this problem of just dont want to. Wish I could get this resolved

My husband was hospitalized due to an amputation and need a wound vac. Apria was called for the supplies. Was told that our insurance covers 80/20 and told me that we would have to pay them $220 a month, which I had to pay before leaving the hospital with the machine. Two weeks later I need to order supplies which came to about $87, at about the same time I noticed that they charges our cc $370.32. I called and was told that my insurance denied the claim. Spoke to the insurance company and was told that the claim was paid. I then called Apria back with the insurance agent online and told them that the claim was paid and also that the insurance covered 90/10. I told them that I was over charged and wanted my money back that was taken from my bank account and also the overcharged amount. The Apria rep just kept repeating that I had the coverage wrong. The insurance rep then explained to him that I had it right and that they owed me a refund. Long story short, we kept being transferred around and all the reps was doing was reading a script. I was last told that now the claims will have to be researched and that at this time I owed them $220 for the month (which is not true, the insurance rep says that I should only be paying about $50 a month). Apria needs to get better billing reps or someone who knows how to read EOBs

I have been trying to get my Bipap replaced since the beginning of July. I understand about supply chain issues, but it has been over 3 months. I am seeing units available to purchase directly online. Every time I call (Which has been more than 10) I am on hold for at least 45 minutes. Today over 60. Every time I speak with someone, it's a different issue. My doctor's office has submitted a PX 3 or 4 times. I have been told on at least 5 different occasions that someone was supposed to call me, I am still waiting. If I had a choice of companies to use, I definitely would not be Apria. This is not the first time I have had issues with Apria. My humidifier is not working and with the pressures on the BiPap being so high, I wake up not only with a dry mouth and throat, but my teeth being stuck to my lips. I have allergies and asthma and need the humidifier. I don't understand why someone won't take the time to resolve this. It should not take more than 3 months (almost 4).

Don’t use this company; search elsewhere; especially if you want/need to receive the product you need!

This is a sorry company, evidently ran by idiots and those don’t care about patient needs!

I had major spine surgery that needed a hospital bed after coming home from hospital and a stay in rehab; that was needed to raise me up for pain, sleeping, neck alignment and raise me up to be able to get out of bed. 11 days later with no bed I call them; to be told they could not get authorization from the doctor, who didn’t order it, so I would not receive the bed. No call from them about this!

These Nursing home/rehab facilities and medical supply companies need and should be closely watched and complaints checked. I bet most complaints are valid! I know I saw plenty of problems while there, and have had slower than slow, for illnesses, delivery if needed items. It seems to be an area of healthcare that is abused and neglected!

Beware of these places! Watch out for some of the sites remarks as some are wrongfully applied and are meant for their other facility’s, and some have same names.

Personally I would not recommend Altria for anything; especially if you need/want it!

They have caused me much pain, straining to get up, which I was not medically suppose to do. Have they caused me complications? And to not even call to let me know they were not sending the bed due to issues mentioned above is uncalled for! No Apreia does NOT NOT NOT NOT care!

I ordered nasal pillow (amounting to $70+), delivered last week and today's 10/8/2022. I received a call from Billing Dept that I owed them and will send it to Credit Collection (for $70+?!) and they got my address and credit card on file. They didn't even send me a bill nor a statement so I can pay for it when they send the nasal pillow. The last time with another accessory that I ordered, I sent them a check $50 as first payment, keep on calling me to pay the bill and threatened me too, even though, I already mailed them the check. I was told that they will update the billing a month after they received the check or payment. 3 times they called me with the same process, over and over again. I ordered the nasal pillow 2nd wk of Sept. but only delivered first week of Oct. Even though, I called them inquiring what happen to the order. No explanation but was told it will ship out. I really needed the item without thinking again what will happened about the billing.

My Complain: poor management with regards to handling order/s, crappy billing handling and poor customer service.

If you could help me because I'm tired of this type of company threatening me to send it to Collection Company.

Apria has charged my HSA Credit Card twice without providing a receipt for either transaction. I have called numerous times without receiving a resolution. The provider of my HSA has temporarily frozen my card until these receipts are provided. I was told my account is 001A00838 and that I can review these receipts online by Janice E. however, I cannot. I responded back to her test email, explaining the above and have not received a response. Rolly has sent me a document that is password protected not allowing me to forward to my provider BPC. This itemized document does reflect the dollar amounts of the receipts I need to provide. 4/11/2022 $213.24 and 6/30/2022 $79.26. I need to purchase my daily medications and am unable since I cannot access the funds on my card. It is also my understanding that I have a balance and I will provide payment until this is resolved. My sister is employed with Prism in Schaumburg and I know what is required from Apria in order to satisfy BPC's request. I would appreciate my request to be expediated in order for the freeze to be removed. Maty Jane

Apria continues to send Chinese knockoff tubing made by Sunset (Chinese) as compared to the correct Respironics flexible tubing. I have 6 unopened packages of the stiff, non-flexible knockoff tubing (Sunset brand). I have complained for the past 2 years and Apria claims they are Out of Stock of the Respironics tubing. I have to order to pay out of pocket at Amazon who somehow always has the Respironics tubing in stock.

Sending a cheap knockoff tubing as compared to the correct Respironics tubing is a form of Medicare fraud in my opinion.

I have to go to a doctor's appt. I called today and, today, told them I had no oxygen to go to the doctor. They schedule me for Wednesday. I call back, they change the date for today. Chris calls back and said they can't deliver, it wasn't 24 hours. I said I was out, he said you have a concentrator, I said yes but it's over 75lbs I can't carry it. So I have to cancel all my appointment? I'm being over billed know I can't get oxygen when I'm out even though they said yes

After a year of Apria billing my insurance correctly, I started receiving bills for my CPAP equipment. Several phone calls resulted from the company telling me my insurance does not cover durable medical equipment. I paid the bill of 311.91. When I started getting more and more bills, I researched and found Apria was billing my secondary insurance, not my Medicare insurance. Several phone calls, no results. I called my insurance company who assured me I had full coverage, called Apria with me on the phone. Finally they got it right and said they would refund my money. I have received nothing. Phone calls and certified letters to the company resulted in nothing. I am asking my Dr. to move me to another company if possible. The people on the phone and over nice and assure everything will be taken care of but they do nothing. I am finding I am not along, this company does this to many.

Sheila

Total incompetence, non-caring, unorganized, dishonest company, both Miramar and the corporate offices. I fired them and they still ordered items and continued to bill Medicare. They lost the first 3 prescriptions that the doctor sent over. They finally ordered me a CPAP machine. When it came in, they texted me several times with no response from me. One of their texts said they were coming to deliver. Wouldn't you think that they would call me if I didn't respond to their texts? That would have been the intelligent thing to do, however they did not. If they had called, they would have found out that they were texting my business landline and I never received any texts. I was calling them every few weeks for months in regard to status of my new machine. Finally, they tell me that they gave it to someone else because I never responded to their texts. Of course I did not respond, texting a landline does not work. I never got any texts. Now after about 6 months and no machine, I fired them and canceled the order and went to another DME. Without my permission, Apria ordered another machine and sent it to me. I did not want it from them as it was ordered from another company. Yolanda comes from Apria to pick up the unopened box, gives me no receipt and promises to get one sent to me. The new medical equipment company comes with my new order, but will not leave me the new machine because I have no receipt from Apria saying I returned the other one. I called Yolanda maybe a dozen times and left her about 15 texts. I have spent many hours calling Apria and everyone says they will take care of it, but no one does. Wendy, David, no one cares and no one follows through. Wednesday I spent 3 hours on the phone trying to resolve this. I need my new machine. My old one is not working well. I am tired. I have a bad case of sleep apnea and need the machine. I need a full functioning one and because of Apria cannot get it.

What they did send me is a bill for $13 with no explanation of what that was for, but no receipt of the return.

Can I give them 0 stars? I would not do business with them.

We have been on the phone to this company several times and it means nothing to them. All they are interested in is the fact that you have insurance and they want that money! We have canceled the CPAP device which my insurance paid for and advised them we no longer need the monthly supplies and "guidance" which they charge a monthly fee. We recently sent them a stop and cease order. we do not use the device and have never used the supplies or asked for their guidance and still the bills continue, they charge our insurance which pays an amount and then we get stuck with what is left over. They don't care what you have to say when you on the phone with them, one service caller apparently does not tell anyone else about the call and the cycle continues...they are no better than the scam call centers in India. The only saving factor to all of this that they do not have my credit card or debit card number, I would definitely have had to cancel it by now. This has been going on for at least 5 months with no end in sight. I will now call my insurance company UMR on Monday and file a formal complaint of insurance fraud against them. They have been warned that we do not use the device and they still want to steal from my insurance company.