Apria Healthcare Group
Reviews and Complaints

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.

This is the WORST place to deal with. My daughter has Lou Gehrig's ALS and after 3 weeks and a lot of my phone calls to them they promised a hospital bed to be delivered today. I got a phone call at 9AM telling me that they would be here at 1 PM. I took her old bed apart so that they would have an empty room to work with. It is now 2:30 PM and I just called and they said it would be between 5PM and 9PM. This is the WORST COMPANY TO DEAL WITH. I wish this kind of distress on all them so they can see what it feels like. Use any other company you can if possible. However they are they only company in Santa Rosa that takes Medicare.

It is now 6PM and no bed. This sucks!

I have been trying to get new C PAP SUPPLIES for my husband's machine for almost 2 months now! I ordered supplies and they didn't come, so I called Apria they said they need a 90 day reading, they said they called which they did not! So I said ok send us a SD card and we will send it back when we have the reading off the machine. They said we didn't need a card and I said yes you do! They said well the machine has a modem and it should work! I told them that it won't sync up and has never done it, we have tried everything and Apria has too. So they never sent a card so no supplies can be sent till they have a 90 reading. Customer Service is extremely rude and unprofessional! They will not let you even talk to a supervisor they all the sudden say they can't hear you and hang up on you! Yesterday I hadn't got the card yet so I called again, this time I told them I needed to talk to a supervisor and if I didn't I was going to file a complaint with the Better Business Bureau! I was actually able to tal to a supervisor but didn't help much! They were extremely rude and unprofessional! Finally getting a SD card sent to us! Still waiting for the card so I can get supplies! Worst company to deal with!

CPAP machine was picked up on 7/2016 I was then charged over $500 on my credit card stating they needed more information from the doctor which my doctor did comply my physicians office also had a face-to-face meeting with Johnson Atkins to explain that I was eligible for a refund then they said I didn't return the machine which I have documentation that I did . What happened was I had a machine through Apria when my physician tried to download my information there was another person's name on the machine with another persons sleep Report, in light of that and that I needed another machine a BiPAP machine with higher settings my doctor suggested I go to another company, North Atlantic healthcare. Jonathan Atkins was left five messages from me to call me but he never did. My physician absolutely believes that I am due a refund.I have been very patient with the situation I guess the next step would be to go to The medical board then maybe contact Senator Warren's office or maybe even contacting the local 22 news which helps with situations like this. I don't want to have to resort to the above measures, so if you could get a hold of Jonathan and discuss this with him I would greatly appreciate it.

So after my post the other day, and six months of listening to their recordings telling me they were contacting my doctor, and six months of telling me they need documentation, and six months of putting up with the poorest customer service I've ever received, I finally get a phone call from a respiratory therapist in Florida. He tells me that because I've had my unit for a year now and it's not a rental, they can't sell Medicare or me my supplies that I need. You would think after messing around with me for six months on this problem and for the price of a cheap tube and a mask, and in the interest of customer satisfaction, they would want to just give it to me for the aggravation and everything they've put me through. I still can't get a phone call from anybody in upper management at Apria or anybody that can make a decision. So here's what I'm going to do, I'm going to wait until next Wednesday, and if I still haven't gotten anything rectified with Apria, I am going to send letters to my health department, my insurance department, Medicare, My Consumer Protection department and my attorney general's office and tell them the kind of service they are giving to their customers. I will also post every place that I can online about what terrible customer service they have that is located offshore and their unwillingness to work with patients. I keep getting sick from bacteria or whatever from using the same mask and equipment for almost a year now. I just can't believe this company has gotten as big as they are. But now I know why when I walked into their Cromwell Connecticut office it was a huge building with one person there. The receptionist desk had a calendar on the wall still displaying February ( it's April) . People just keep quitting because apparently it's not even a great place to work. So Apria, the balls in your court.

I have been playing around with Apria Healthcare for 6 months now trying to just get some basic supplies. Apparently all their customer service people are located in the Philippines and act like robots. Every time I call they tell me they need documentation, I asked them what kind of documentation and they read me this novel what it has to say . Every single time they do that I ask them to please send me a copy and they say they will, but they don't. The doctor's office tells me that they have submitted by fax, no less than eight times, the required documentation that Apria requested. But whenever I call they tell me they still are waiting for documentation. You can't get ahold of anybody in the United States at the corporate office. So the best thing you can do is write a complaint on this site and look for a different supplier.

Lying customer service, 4/12/17 I called to report a oxygen set up malfunction. A speaker phone employee took the complain twice the same day promising to send the service man, it's never happened . 4/13/17 call again this time I did get a service which break down in 1 hr. Recall came late evening . They change the equipment which broke down again about a hr later. Recall again on 4/14/17 they change the equipment again which broke down again after a hr. The service man say he will return to change it on 4/17/17 great I just mist my family eastern supper because I don't have a carry on oxygen . Order number X0r58477. What a way to go. I will post this on all BBB I ever find there is to much problem with your company.

I have always used a bipap - no water, and it went on and off by itself. Due to stupidness beyond my control I now have a cpap, still no water (I figured it would grow mold or something and kill me). This cpap does not turn on or off by it self, the mask design is just plain dumb ( The mask issue leaves me with taking pieces apart every time I want to "get up" ., , Along with every time I roll towards my spouse I hear "Adjust your mask". In addition, if I lay on my back, even with the cpap, I wake myself up trying to breath. This machine
Finally you might think this is really a silly thing but I keep getting robo calls that tell me how much on average I have used the machine in the past "whatever" days and I am well on blah, blah, ... I really really don't like that the company that provided the wrong machine, who will not let me speak to the local Apria office, and is generally a pia to deal with, can read the data wirelessly off a machine next to my bed - all without my permission. (The best remedy the supervisor could offer was to turn off the robo calls.) Btw when I had a question about the website and asked to speak to someone in IT - I was told over and over that they had no Information Technology Department.

I have been dealing for just about 3 weeks now in getting my sleep disorder records released.
I have made numerous phone calls and all the answers are different. My last phone call I was instructed to call my health care provider because they would need to request the release of my records, why I am the patient and I am requesting the release. So I called my provider and they were just as confused as I was but they at least tried to help me get this resolved. I was told by my provider that they contacted the local APRIA office here in Rochester NY. All I had to do was go to the office and sign a release form.
This morning I went to your Scottsville office, you have no one in the entrance of the office greeting the customer, the customer had to sign in and ring a bell. This is exactly what I did and a girl yelled from an office I'll be right with you. There was no one else waiting in this office. A young man came out 15 minutes later and asked me if I had an appointment I told him no..I needed to sign a release form he walked away and I assumed he told someone in the office, I sat there another 15 minutes later made a phone call to my ride discussing I didn't know how much longer it would be because no one has come out yet to take care of me. As I was on phone a very irate condescending young lady came out of her office yelling at me that she was on conference call and the other people were with appointments. First of all I am the customer and you do not YELL at me. Maybe she should have conveyed to someone else in the office to tell the waiting customers of the delay. I wasn't asking to see a specialist all I wanted was to sign a release form to move my business it took less than 3 minutes to fill the form out. The rude customer representative said she would fax the report today 2/21/2017.
Please make sure this is taken care I do not want to have to address this issue again.

MaryJane Stockslader
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I will be calling medicare first thing Monday morning and finding a new oxygen company. My mother Blanche Shantz was hospitalized at The University of Maryland and determined to need oxygen. On 2/9 the hospital ordered a portable unit to be sent to the hospital for discharge and a unit to be sent to her home. On 2/11 we arrived at the hospital for discharge and were told that portable unit would be there by 2 to 2:30. At 3 pm we called for a delivery time and were told that the order was placed on 2/9 but there was no delivery order. We were told that they would expedite the deliver order and call us back in an hour with a delivery time. 3 hours later at 6pm, no call back, so we called again. Another hour on the phone and were told that it would be here within an hour which would be 8pm. During this call we learn that not only do your representative flat out lie with ease, they didn't even know the address of the hospital they were to be delivering to, I had to give it to them. About a half hour later we received a call from someone in California who told us they would 911 the order and it would be sent right away. 9pm still no portable unit for discharge and no unit at the home. My mother had enough by this point decided to sign herself out of the hospital and head home with NO oxygen. She decided she would check herself into our local hospital till this was all figured out. During our 2 hour drive home we got a call saying the unit at home had finally arrived. So we could go home instead of another hospital.
I wounder how medicare will feel about paying for an extra day in the hospital because you couldnt get oxygen there for discharge. Im filing a complaint with the better business bureau where I see you already have an F rating and calling/ emailing as many hospitals as I can to share our story in hopes they will no long recommend your company for service. With the enormous amount of complaints I am seeing online and through the BBB I honestly dont understand why Medicare would use your company or any hospital would even offer your company as an option to any patients.

I have talked to 10 different customer service people and still don't have answers.
1. I can't seem to make an acct. to see what I am charge for. Every time it says invalid numbers. We have tried 7 times with 7 different reference codes, 2 different acct numbers. I was told that it was a free third party system and to just pay that person over phone. I want to see what I may paying for. They told me 2 different amounts. I asked to ask with supervisor and was told no. No one seems to understand my frustration.

This Is the worst company I have ever dealt with. I needed replacement machine over 3 weeks ago. I was told something different every time I called. I spoke to a person that said was manager named Graham that was very rude and condescending.
The sad thing is this company does not care about all the complaints or the service the provide.
They do not return my phone calls or emails.
I need my CPAP machine replaced . I was told Apria did not have any indication in my records of prescription. I find that hard to believe as that is where my machine is with.

In September of 2016 Apria quit taking my monthly payment from my checking. I called to find out why, with no answer. Next month, same thing but this time called Kaiser and they called with me on the line and was told that I owe nothing. November same thing, no payment taken out. Called to question why, was told I did not owe. December, no payment again. January same thing, no payment. Now, February, you have taken a total of 5 payments since 2/3/17 with no notification that you were doing so. I live on a fixed income and was not expecting this. Unfortunately, I have no other option but to use this service. I guess you people know this and therefore you think it is okay to treat people this way.

On December 1 2016, I was woke up by an automated caller from Apria regarding CPAP supplies, I agreed to the order.
About a week later A person from their billing called saying they need a credit card to fill my order.
I don't have a credit card and went through this scenario with Apria several months earlier, They told me then they needed a credit card and could not send me an invoice to mail them a check! I ended up going to the nearest Apria office and paying for my supplies by personal check.
The next day I got an invoice in the mail!
for some time I have been getting my supplies and paying by personal check, no problems.
NOW they are starting this all over again.
I've tried to speak with supervisors and management but they won't return my calls.

By far, with the possible exception of the irs, this is the worst customer service department I have ever dealt with. My dr. Prescribed portable o2 for me in nov 2016. Apria then states dr did not put flow rate on script. Dr re wrote script. Then apria tells me the dr needs to send documentation as to why I needed it. Dr sent that it. Apria then said dr needed to do a specific test and send that info in. The dr did that. Then apria calls me and tells me they will be out the following day,.. By now it is jan 9, 2017.. They did not come out or call me. I called them jan 12th and was told it was being processed. My humana nurse then called them on the 12th as well and was told they would be calling me back that same day or following day to set it up. They did not call either day so, today the 13th my nurse called them again and they said they needed to hear directly from me. After being transferred and put on hold by various people, someone (Monique) proceeds to tell me I need a prescription from my dr... At this point I am pushed to the end my patience. I asked to speak with a supervisor. I was put on hold over 20 minutes only to be told no supervisor is available as they only have one supervisor (I find this very hard to believe!) that being said, monique states a supervisor will call me back with in 48 business hours,.. Since this is friday afternoon and monday is a holiday,.. I won't hold my breath (Half assed pun intended). I wish I had different option of companies to deal with, unfortunately this company is the only one that my insurances cover at this time.In reading these reviews, I don't know how they stay in business. Terrible company to deal with! Avoid if at all possible!

My dad was in Loma Linda hos end of Nov 2016. He was released on 12/1/16 and was told he needed walker. I asked what is cost and Dr advised no charge Medicare pays all for just walker. I was also advised by P.t. Tech no charge. They don't pay for one with seat, but just walker Medicare pays all.
Now we rec a bill from Apria Healtcare. I called and spoke with Beverly who said this is co-pay and I spoke to her supervisor Jasmine who advised his Ins is 80/20, she said she was sorry, which I replied means nothing to me. So why weren't we told. I got p/w out from Apria and because my father was in bed when he came, he said I could sign. So I signed the p/w. He said nothing about a co-pay! Seems bad business practice to me. I did not give any card info and was understanding we would not rec a bill. Please help us. I don't think my dad should be penalized for a bill we were told wouldn't get. I told them to come pick up they said it was a sell. Bad business! Bonnie Hauck dtr

This is now the worst company i've ever dealt with. At one time they were good, but now their customer service is farmed out overseas. It takes an eternity to get through the automated system & then you're talking to someone in the phillipines or wherever. It was much simpler & much more efficient when we could deal with the people in our local office for our needs. I can't state how strongly I despise the new setup. If the company persists in running their business in this manner, they have received my last order. It's not worth my time & frustration to have to deal with all the bs to get my medical supplies & services. Congratulations on ruining a good company! I will never deal with or recommend this company to anyone!

Oh where do I begin! This has got to be the absolute most horrible place I have ever dealt with! My dr sent a prescription into apria for a replacement cpap machine on november 27, 2016. I followed up with a call to confirm my insurance info and contact info and to ask if they needed any further info. I explained to the rep that this was a replacement and was originally set up by apria and was my setting info still in their system. No one could answer me, five days and three phone calls later.. Still nothing. I travel for work and asked if I could receive a loaner, nope.. Can't do that either. After being away on business I returned and called on tuesday, december 13, 2016 after refaxing all the info to them and bring out on hold for over 40 mins, I called the corporate office number. Of course this person was apologetic and was going to get my info to a manager and asked that I give it 48 hours. Which I did.. Well three days later and nothing! No phone call no update! U called again, after being transferred and put on hold again.. I was told it would be 7-10 days and someone will call me! I have sleep apnea people... What don't you understand! I will never never ever use this company or recommend them to anyone. I work with many different locals which include over 2500 members, they will all know my experience. Loud and clear!

I received a call this morning saying that technician would be here between 9 - 1, today (12/5/16) to service my oxygen equipment. At 12:45, I called to check and was told it would now be between 1 - 4. I called at 3:45 and after waiting on hold, was told he had been here already. Impossible since I've been sitting here all day with no door buzzing or anyone coming by. She then transferred me to equipment & servicing dept. and had to wait on hold for almost 20 minutes before someone came on the line. Now he tells me that he has to put it back on the driver's route, which means there's no idea as to what time he'll be here. Complete waste of my day! Terrible service and will ask my doc to switch rental to another company.