Apria Healthcare Group
Reviews and Complaints

I have had a CPAP machine for Sleep Apnea for over 8 yrs now. Originally bought thru APRIA. I now need a new machine. I sent in the prescription from the doctor twice. The doctor sent it in once, to their dedicated prescription fax #. I called one week later, than again 2 weeks later and they said they didn't have it.. for 3 weeks trying to get it accomplished before year end.. Their representatives on the phone are AWFUL... My wife who has the patience of a saint even got thoroughly annoyed.
Thanks Apria for screwing it up and I missed year end for my Health Savings Family Deductible that i had already met.. I am lodging a full complaint with my insurance company, since you are the preferred vendor.. ( FYI- I am a group benefits insurance broker and know how to get things accomplished thru the system). I would rather deal with motor vehicles and the cable company before Apria. I will never deal with Apria ever again..

I have been a customer of APRIAHEALTHCARE for 3 years through Medicaid and I have had no problems to speak of. However since changing over from
Medicaid to Medicare a simple enough procedure I would think, but Nooo
I have been put on hold 4 different times disconnected 3 times and spoken to 3 different customer service reps each blaming the previous rep for not doing his or her job properly. I knew I had to speak to billing about changing from Medicaid to Medicare and that's who I called first after being assured that all was set up. I asked to be transferred to supply order after going through all of my information again, it was decided that the first person I had spoken to and been assured by that the information had been transferred correctly was in fact not correct, I was placed on hold and eventually disconnected.This happened 2 more times all the while the minutes on my cell phone were ticking down. If companies are going to have long waiting lines then they should have a call back service. I still have not been able to order my supplies and I am overdue. Maybe someone can call me when they have the time?

Overcharges, awful service, couldn't care less. Apria's CPAP supplies are often vastly overpriced compared to other suppliers. I have been over-billed or double-charged four times. The initial submissions to my insurer were often seven to ten times the market price. Fortunately, I caught the errors, but who knows how often this has happened. When I switched insurers, Apria caused a major headache for me in terms of billing and supplies. It took several calls to the Billing Department usually between 40 to 60 minutes each time to resolve each problem, and 75% of the time not to my satisfaction. Several times I gave up after being on hold for more than 30 or 40 minutes. All of this despite having been a customer for approximately nine years. Horrifying service. Awful business model.

Two months and still have not received the order. Not even paperwork. For days after faxing all the paperwork they were unable to find the paperwork. Last time I called was three weeks ago, I was promised a call within 24-48 hours. I have yet to find anyone who actually provides customer service. Seemingly only training they have had is in obfuscation and lies.

Medicare pays for a new BiPAP ASV (similar to CPAP) machine every 5 years. My sleep study was done in June 2012. I was diagnosed with severe complex sleep apnea. Treatment was started right away. Thus, I've been on nightly oxygen and BiPAP ASV since July 1, 2012. Apria has been the Medical Equipment Provider.
On October 25, 2017, a new Philips Respironics BiPAP ASV was ordered to replace the old one. On October 30, someone from Apria called and acknowledged receipt of the order. I was told I'd be contacted by Apria again within 5 business days. More than a week went by without followup.
I called Apria to inquire why. Apria told me my order was cancelled because Apria has no sleep study for me on file.
"What? Apria kept insisting in 2012 the medical institution that did my sleep study never sent Apria the results, even though this is untrue."Nevertheless, I personally delivered a copy of the results both to the local Apria office AND drove the distance to their main Colorado office. (Therefore, I personally KNOW Apria got the results of the sleep study) Furthermore, for the past 5 and 1/2 years, Apria has provided the CPAP supplies during the past 5 and 1/2 years -- and continues to do so. So, how did my sleep study suddenly evaporate into thin air?
November 6, 2017, I called the medical institution that did the original 2012 sleep study. I was told Apria does this all the time, but rather than argue or fight with Apria, the sleep study results would be resent.
Today is November 13. Apria still denies they ever had sleep study results for me even though Medicare paid Apria for the original machine in 2012 and for all the supplies since. In addition, a call to Apria's Supply Department confirms supplies for my old machine will be delivered later this week. Curiously, on the other hand, Apria's Customer Service Department continues to insist I've never provided them with my sleep study results and therefore I will not get a new Philips Respironics BiPAP ASV machine to replace the old one.
Is this a good case study of "The Right Hand Doesn't Know What the Left Hand Does, " or not? How does Apria make money? How does Apria even stay in business? This is a great mystery.

The so called customer service reps are generally horrible. They completely pass the buck by claiming that they cannot refer you to a supervisor or elevate a request except by typing notes into your account and emailing the "escalation team." Garbage. It should not take 3 weeks to process an order for a CPAP machine. It should not take a request to escalate to get a simple response on where a 3 week old order is in terms of fulfillment. The lame attempt to insulate themselves from any accountability by not providing the ability to discuss the case with any supervisory figure tells you all you need to know. This is not a customer oriented business. Just another piss poor excuse for a vendor with no desire to provide any acceptable level of customer service.

My name is Jerome Stone and I am an RN working with home care patients in the Denver, CO area.

Many of my patients use the products and services of Apria Healthcare and the company is consistently negligent in delivering VITAL oxygen as ordered, losing information, mis-scheduling deliveries and inappropriately billing Medicare/Medicaid for items that should be billed to other insurers.

I have tried to reach out to them many times and have been met with platitudes and promises of "making sure that never happens again, " only to have the same mistake(s), omissions and neglected details happen again.

Presently, they continue to place one of my patients at risk for her life, yet they still make mistakes of dropping her from the oxygen delivery schedule. Her family has spent countless hours on the phone attempting to clarify her needs, yet they continue to make reassurances without any improvement or follow through.

This is NOT unique only to my patient; if you do a simple online search using the terms, "complaints, " "Apria, " "Denver, : etc, you can find HUNDREDS of dissatisfied customers.

Their lack of QA and ongoing failure to deliver timely and appropriate products/services, billing the wrong/inappropriate insurance companies and overworking their drivers - who are continuously quitting and complaining about having "way too many" deliveries, is placing hundreds of people at risk.

This situation must be addressed and remedied before someone dies...if that hasn't happened already!

Should you wish to speak with me, my telephone number is: [protected].

Thank you for your time.

Sincerely,

Jerome Stone, RN
[protected]@perfectsensecare.com

My name is Anne Zimet. I am Thomas Everett Allen's health care advocate. In essence, the short version is as follows: He is getting billed by Apria for a CPAP machine. They have not submitted the claim to Medicare although he has been eligible since November 8, 2016.

Starting in April 2017. I have made more than 25 phone calls to Apria to no avail. I have called the Documentation Department [protected], the Billing Department [protected], Customer Service [protected] just to name a few.

I get a different reason Apria is not submitting the claim to Medicare every time I call,

Thomas Allen's Address
13 Rainflower Path
Sparks/Glencoe MD 21152

DOB: November 8, 1951
Apria account number: 0370 ATL 613

The desirable resolution?
1) For Apria to stop billing Mr. Allen until the claim has been submitted to Medicare

2) He is reimbursed the money has already paid Apria. He was unaware Apria did not submit to Medicare and he paid the bill for 3 months 1/2017, 2/2017, 3/2017

Thank you for your help!
PS This is the second complaint I have filed with Apria for Mr. Allen

On the 8th September 2017 I called Apria to pay my bill for $87.18 and instead of my bank account been debited once it was debited twice. I called Apria and the person said one debit would "drop" off. However this did not happen resulting in my bank account overdrawing causing overdraft fees for $72.00.

I then sent an email to them on 15 September attaching a copy of my bank statement reflecting the two debits and the overdraft fee. I also advised them that I requested the bank to reverse out the unauthorised debit for $87.18 . Furthermore I requested Apria to refund my Overdraft Fee for $72.
Today I receive a email from Apria telling me there was only one debit to my bank account for $87.18 and the other one "bounced." I have never had an unpaid debit to my account in all my life and this certainly was not the case here. Naturally I am furious to say the least and have sent them emails requesting an immediate refund. I also called them today and spoke to a Jim who verified with the bank my account had been debited twice as well as the overdraft fees. He transferred me to someone who said that there was nothing recorded about my conversation with Jim and admittedly I let her have it. She promptly transferred me to another department who informed me "Billing" had left. What has transpired is totally unacceptable as with my many dealings with Apria. As soon as I can I will no longer deal with them. Unfortunately I had no option but to change insurance at the beginning of this year and due to this my cpap contract started all over again. Therefore they have received almost double payment for my cpap machine. Not good!

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?

2nd call to them that same day to get status of their service tech who was supposed to co e out. After getting know where with the agent, I asked for a Supervisor and explained I would wait. I waited, and waited, and waited. The agent informed me she would have them call me. I explained again I wanted to wait for the Supervisor. She then said that if I continue to wait it would increase he call time. She was more worried about her call time than her customer...WOW
She place me again on hold to wait for the Supervisor...after a few minutes, the call then somehow became disconnected. Never heard back from a Supervisor.

took my cpap machine in to the Gaylord Michigan office spoke with scott there and he said he would let the therapist know about, that I need my machine reset, my granddaughter played with the controls and it is not on the right settings, scott said a therapist would be coming out to my house to reset, well its been over 2 weeks and still no one is helping me

9/7/17 For over two months I have been trying to get an updated CPAP machine prescribed by my doctor. I received a call from Apria on August 20, 2017 on my voice mail. When I tried to review it, I inadvertently deleted it. I have made several calls to Apria customer service trying to talk with someone to make an appointment. All of the representatives said they would have someone call me. That NEVER happened. Two days ago I escalated the call to a manager who promised that a representative would call me yesterday DIDN'T HAPPEN. I need help in having someone contact me for an appointment or to tell me where I can a more dependable and committed supplier. WORST CUSTOMER SERVICE OF ANY ORGANIZATION WITH WHICH I HAVE DEALT.

Apria is dishonest and unethical.Like so many other customers, we were over-billed.
We were told the equipment would be $34/month, and we have been charged several hundred dollars the past few months, with the 9/1/17 bill being $399! We signed up for auto debit with the understanding that they would be debiting $34/month from the account. Last month they took $138, and this month they took $399. This is so much more money than we were told we would be charged.
We wish we would have paid attention to the other horrible reviews.Please take your business to a company that knows how to treat its clients.

Very unprofessional. They lied to me, double billed and billed for things I didn't get. Worst customer service ever. Tried for months to get billing corrected. I finally went bankrupt. And they are STILL calling me and sending bills. I've notified them many times. Still no help. Their billing and collections dept. is as messed up as the rest of the company. Because of my insurance I had no choice but to use them.

My husband was ordered CPAP machine with all the supplies. It was sent to Apria 3 times and they kept saying they didn't have the order. They finally "got" the order and took 2 weeks to get delivered.
He started using it the first night. After 1 week, we received a call that Apria wasn't getting "readings" from the machine. Our house does not receive satellite signal to transmit to Apria.
So, my husband took the machine to the local Apria office. He was told at the local office that he had another patient's machine and titrations for the CPAP. So, the gave new machine and told my husband to bring in the chip in the machine every 2 weeks and they would send to our insurance, so he did this.
After 3 months, we lost our insurance to go my disability being extended after surgery. We told the local office this before we lost insurance and they said we could pay $55-56: month and keep machine.
Yesterday, they took $959.16 out of our checking account, which is more than half my disability payment. I called Apria and was told by a Supervisor that the local office gave us wrong information about payment and because we had "auto pay", and because our insurance had an agreement with Apria, we were billed for the remainder of the cost of the CPAP machine.
When I asked about letting us know this was going to happen so we could make payments, she says(Supervisor), " Your insurance wouldn't pay for anything when you had it either because your husband was noncompliant."
I explained about the signal and that my husband took chip in every 2 weeks. He has print outs of being over compliant!
Again, dismissed and did not help and says no way to reverse charges!
So I found our EOBs( Explanation of Benefits) for April, May, and June. They all stated that the insurance needed the sleep study and the order from the doctor and then they would see about coverage for the equipment and supplies.
My husband took this to local office to see if they would send these things and re-bill the insurance and they said they would but no refund, nothing.
I will not deal with thus company or refer anyone to them.
CAUTION: No Custoner Service! No Accountability! HIPPA VIOLATIONS!

I called my insurance before submitting my prescription for a walker to make sure I had coverage. My insurance stated I would be covered and there would be no issue. I had a friend drive me to my closest Apria so I could submit the prescription and get a walker. When I gave the rude person at the desk my prescription, she told me processing would be 7-10 business days. I cannot use my right leg. My insurance confirmed, again, that there is no issue on their end. 7 business days later, I'm still getting absolutely nothing from Apria. This is ridiculous. How can this company who prides itself on convenient care let me go up to two weeks with one leg because they need unnecessary amount of time to have my file sit on a desk. All they needed do was call my insurance before they gave me my equipment. If they hadn't been approved, they could hhave billed me. There is no excuse for this.

Paperwork was submitted to Apria from Doctors office two weeks ago. After several phone calls to the doctor office from myself and the hospital, never received any return calls back. So, I then took my mother back to the doctors yesterday 7/12/17. Informed the doctor of the whole situation, so he got on the phone with Apria while we were sitting there. They then informed him that they needed a handwritten script, and my mother's insurance information that I needed to call them with. Now mind you the doctors office had already faxed everything to them including all the test results for my mom to get her oxygen. Today my mom informs me that Apria called her and they told her that they needed more information. So I called the doctor's office to find out what was going on, and they informed me that Apria had called them wanting the same information that was already given to them several times. So we are now looking for another supplier because my mom needs the oxygen now, not a month from now!

1. When I purchased a c-pap machine, I was told money would be taken from my bank account for one year for my share of the cost. (I'm on medicare/blue cross advantage plan.) I was also told my supplies would ship every 3 months. Since there was no mention of an additional cost for those supplies, I did not expect additional money to be taken from my account.

2. After 3 months came and went with no supplies, I called apria. Apparently the person who sold me my equipment had forgotten to input the supply order information to the company even though I told her that was what I wanted. The company rep I spoke to told me I would get supplies in another 3 months. I told her I needed the supplies right away, and I was told that wasn't how it worked. It would be 3 months from the time the information was input into the system before I would receive my supplies. Arguing with her didn't do any good. So I just resigned myself to not receiving the supplies for another 3 months. When an additional 3 months came around, I called again to make sure the supplies were coming, I was told they would be shipped on june 14th. The next day I discovered an additional $29.07 was taken from my bank account, which was a total surprise since, as I mentioned above, I was not told that supplies would cost extra. I did not complain to apria; just waited for the supplies. Well, it has been almost a month since those supplies were to be shipped, and I still do not have my supplies. Apria took extra money from my account, and I have no supplies 7 months after I purchased the equipment.

3. When I first bought the equipment, I was told there was an sd card in the machine so I could be monitored by the company and my doctor. For a while I got emails telling me how I was doing. Then, confusingly, the emails stopped. When the doctor's office asked me to bring in my sd card, I opened up and found there was no card in the machine. I had had a problem with my c-pap and took it back for some help. I wonder if the card was removed then. So I can't take a card to my doctor because it isn't there.

If apria doesn't get their act together, I am going to file a complaint with medicare and blue cross, as well as the better business bureau.

I scheduled a delivery last night for this morning. I was told they would deliver at 11am, but that the window was from 6am-12pm. I waited until 12:30 and called to complain. I was told that my delivery time had been changed from 1:45-6, no one contacted me to ask if this was okay and I had already been waiting for 6 hours. I asked to speak to a supervisor, I was told they were in an "emergency meeting". I insisted and Mike, customer service supervisor, came on and said that they would be here by 3. Again, I said this was unacceptable, I asked to either have the delivery come right then or to let me know where I could go to get the equipment. He asked for my medical number. Then my phone number. He said he would contact the driver and have them contact me. At this point, I don't believe him. I ask to make it a conference call, he refuses. I ask to speak to his supervisor, he refuses. He told me that I'm very rude and that the call had already gone on long enough and he was going to hang up. I didn't yell, I didn't curse, I was making a complaint. My time is valuable and I have already given you now 8 hours of my time. I have appointments and errands that I need to run. If the driver was running late, someone should have contacted me and gave me options On delivery or pick up. No one did. No one considered how I might feel about my delivery time being changed without discussion. And also, I don't appreciate being told I'm rude after being given the run around for what amounts to a work day of waiting. I very much doubt that the person I spoke to was a supervisor. I also doubt that he sent a message to the driver. This is not how you treat customers, my feelings, thoughts and time are valid and valuable.