Our promise. We provide a buying advantage with verified reviews and unbiased editorial research.
ConsumerAffairs has collected 1,652 reviews and 647 ratings.
A link has directed you to this review. Its location on this page may change next time you visit.
- 4,354,536 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
Reviewed June 23, 2018
Been a customer for about a year and wish I never became one. Horrible communication and even worse customer service. Random unexpected and outrageous billing without any notice. Sounds like they need a complete executive reorg including a new customer service department.
Reviewed June 21, 2018
I spent 2 1/2 hours on the phone with Apria for one simple question. When the call was complete I knew no more than I did before the call. I was directed to five different departments and nobody could give me a answer. It seems to me that there are no people there that know how to conduct a decent conversation with customers.
I've also been charged for services that my insurance had already paid for and they (Apria) insist that I owe money that my insurance says I don't. They refused to contact my insurance company to inquire about my concerns because they told me it wasn't their job to contact them. My insurance company contacted them a month ago but that did no good either. I will never order anything else from these rip off artist. I also recommend that anyone who needs CPAP supplies to find some other company to get them from. You will be a lot happier and you won't have to go through a bunch of B.S. every time you place an order!
Reviewed June 19, 2018
Sleep study institute prescribed a CPAP machine. I had two providers in my area, and unfortunately I chose Apria. I would say that Apria is an outright joke if it wasn't such a shameful nightmare. My review is long, so I putting the conclusion up front as well: Do not walk, run, Run, RUN away. Do not even let them get your contact information, or you will end up fighting fraudulent billing for years!!! My story: My insurance is setup for a CPAP rental of 10 months and after the 10th payment it is converted to owned. After my last payment, I started receiving additional monthly charges. Apria contends that I must pay 15 months. I called my insurance about the discrepancy, they confirmed that no I am on 10 months, and assumed those two would resolve without a need for my intervention.
I have now spent 14 months trying to resolve this. The local Apria store phone number is unlisted and I had to get their local number from an inside source. This store told me several times that it was being resolved. Twice they told me it had been converted to owned. Both times the billing stopped from Apria for a couple of months, then suddenly, they started billing me again.
After 10 months and two failed ownership conversions, I started putting pressure on the local store to resolve once and for all. Also, I had called the 800 number about 10 times during this period but stopped calling because each and every time it was answered by someone from India that could barely speak English, worked solely off an answer card, had no clue about my problem, and had no understanding, authority, or intentions of resolving my dispute. As a matter of fact, their mantra from the cue card was "you have to pay 5 months more, period". Now, to save the hassle, I would have just paid the last 5 months of patient portion, but Apria wanted the full payment including the insurance company's portion, which insurance refused. So here I am stuck in the middle.
All during this time, the local Apria store assured me that I would not be billed for anything past the contract timeframe in dispute (max 15 months patient portion) while we tried to resolve the 5 months in dispute. After a year, I was very aggressive with the local representatives to get it concluded. They finally said that Apria corporate would not listen to them nor resolve anything, so I had to call the 800 number. (Now if they do not listen to their own employees, what chance does the patient have especially when we are redirected to India to listen to a cue card!) Gearing up for a fight, I then requested the local office to provide a copy of all activity on my account (billing; payments; communications; account notes; etc). They refused and said I was not allowed to see the information on my account; by then they were mad AT ME, and said do not call here again!
So, I then had to move to the insurance to apply pressure. They have spent 4 months trying to get through with Apria, and Apria refuses to budge on the 15 months (and this is talking to representatives in the US that have the understanding and authority to adequately resolve). In the meantime, I just got two new bills from Apria for almost $5,000! This would put the total patient portion at about 32 months on a 15 month contract (that actually should have been 10 months). During this time, they sent one invalid charge to collections, so I had to pay it just to preserve my credit.
I think my insurance is going to resolve their Apria problems by paying their portion of the 5 months in dispute and billing the patent their portion. My insurance is so fed up with Apria that they indicated to me that they have already notified Apria that they are dropping them from any coverage provided by Apria and are in the process of moving hundreds of current participants to other providers. They told me that they had over 40 participants that had the same problem as me and Apria will not reasonably solve (which means they are probably eating 80% of 5 months on 40 people - and 40 people now have to pay 5 months they should not have to pay).
The insurance also warned me to not purchase supplies from them as well, as they have had many complaints that Apria will then start shipping and charging supplies indiscriminately and will not work with the participant nor insurance to resolve nor stop the unauthorized shipments/charges. And Apria will simply send charges to collections if you refuse to pay. Do not walk, run, Run, RUN away from Apria. DO NOT USE THEM. Do not give them on one piece of personal information. They are nightmare and will NOT GO AWAY. Apria will haunt me for years to come simply over a CPAP machine.
Reviewed June 18, 2018
There is not one department that I have spoken to in 15 years that is competent and helpful. They send you wrong supplies then won't refund them. You have to repeat your information to them ad nauseam because they don't listen the first 3 times. They keep sending bills to you when you have paid. It used to be there were few companies you could work with and they had minimal competition, so you were forced to use them, unfortunately. There are other choices out there, FINALLY, so you do not have to use Apria! Yahoo!! They say "Thank you for being the best part of Apria" - they aren't kidding! You really are the best part - because nothing Apria does is "the best". Run, do not walk, to find another company to work with for your medical supplies. Avoid them at all costs to save yourself years of aggravation!!
Reviewed June 18, 2018
Where do I begin! Sales department? A joke. Billing department? A bigger joke!!! They enrolled my credit card in auto payment without me authorizing it. I called one time to place an order that was on hold for 2 full month for my dad, I only called because he couldn't understand any of them (They are all Indians and answer the calls from India). They have been charging me different charges for 3 months now and they said it's the patient responsibility part. If that's true the amounts would be the same which they are not. How is this company still in business!!!
Reviewed June 15, 2018
This company has multiple departments that do not communicate. My products are covered 100%. One side agrees there is a zero balance, another dept. calls relentlessly for payment. We are now on the 6th month of this debate with still no resolution. I have since found another provider.
Reviewed June 15, 2018
I am/have been a patient with Apria for over ten years. I have had several different insurance companies during this time because of employer sponsored coverage. Since I am now on Medicare, although still working full time and need the oxygen tanks in order to work, service has decreased dramatically. It is almost like they do not WANT to serve seniors!!! I was switched to bi-monthly delivery nearly two years ago and they have NEVER delivered the correct number of tanks!!! I call weekly to the local number, and although I inform them of my problem it has not changed. I even contacted the branch manager and she will not return calls!!!
Reviewed June 8, 2018
I went with Apria since they are an in network provider. It takes a long time to get through on the phone to the correct person (many transfers, holds, 1 for..., 2 for..., etc., then for them to get the correct information, etc). Get your account number ASAP since their audio equipment is very poor. It took the operator approximately 12 times to get my name spelled correctly, then on a return call I found out it was still wrong. Each connection with them has taken at least 20 minutes (up to 50 minutes). I think we have things all straightened out now.
Reviewed June 6, 2018
My husband has been diagnosed with progressive MS and needs a Nitro Rollator walker to get around. He is 6'2 so he obviously needs the tall height walker. My husband's doctor has sent several prescriptions to Apria and they continue to send the wrong walker. I've spent numerous hours making calls to this company day after day to get this rectified with no resolution, while in the meantime, my husband still needs a walker. After I get this cleared up, I am hoping that I never have to deal with them again. They have made a very stressful situation worse.
Reviewed June 6, 2018
Am still trying to get an oxygen concentrator for nighttime use thru Apria. On April 25, 2018, my doctor sent a prescription to them for a concentrator with the settings I would need. Apria read it as a prescription for a sleep study test, so they FedEx me a nighttime monitor, of which I FedEx it back to them 2 days later... I gave them 2 weeks time to process the test results, then called them in Argentina, or wherever they are located, to check on the status of the concentrator, and was told they never received a script from my doctor. I called my doctor back and was told that they did send them a script for a concentrator, not a sleep study test, so my doctor sent them another prescription for an oxygen concentrator, along with a phone call to them.
I let it ride for a week and was ready to call Apria, when someone claiming to be from Apria calls me, quotes me the monthly charge for the rental, of which I agreed to, so gave them a credit card to use for automatic monthly withdrawal, and was told the concentrator would be delivered on June 4, and the driver would call a half hour before arrival. I stayed home all day, no call, no delivery. The following day, I received a robocall from an Oregon area code, (I live in Michigan), saying they would deliver the concentrator on June 5. Again, no call, no delivery, so I called Argentina back and was informed it will be delivered next Tuesday, June 12, stay tuned on that one. I asked the person at Apria if they made deliveries to my town only once a month, and was told he had no way of checking. It's now June 6. Apria has already billed my credit card and no concentrator.
Reviewed June 5, 2018
I suffer from Chronic Cluster Headache the worst known pain to man. I planned a trip to Florida and contacted Apria Healthcare. They told me that I needed a prescription for oxygen from my doctor which is the only thing that will help when I suffer an attack. I had my doctor's office send them a prescription by fax. I contacted them the same day to confirm that they received it which they told me they did. The oxygen was to be delivered on Friday May 25th. I called on the 25th of May asking where is my oxygen. They said it wasn't scheduled for delivery. I talked to a Supervisor and he assured me that it would be there on Sunday. I called Monday and was disconnected 3 times and Tuesday they disconnected me 2 times every time I told them my name. On Wednesday I talked to a woman who told me that the prescription was invalid and I needed for the doctor's office to forward my medical records.
Then the women said that there was no order for liter flow. All they had was a order for 4 E tanks. I told them I had my own regulator then she said that they don't supply E tanks. Every single night my wife had to see me pound my head against a block wall and scream so loud in pain that the resort sent people down to see if someone was being murdered. Apria Healthcare is the worst company. They will lie and lie and lie time after time. The company should be shut down and everyone should be shot killed dead and discarded like trash like they are. You are a stupid person to deal with them.
Reviewed June 3, 2018
This company is nothing but a bunch of fraudsters and con men. They will send you supplies that you didn't order or need. Bill you even after you return their shipments and cancel them, multiple times. How this company is still in business and how they can retain insurance contracts and contacts with doctor's offices is a great mystery.
Reviewed June 3, 2018
I need a CPAP machine and went with Apria because they were in network and my PCP recommended them. First, they called me for my mask size and the serial number on my machine. I told the service rep "I've never had a CPAP, this is my first machine." I had to repeat myself to 3 other people that day because my voicemail was blown up with 5 messages asking me for my mask size and serial number of my machine! This went on, back and forth the next day until I asked to speak with a manager, finally someone updated my file and I received no further calls for a week. I decided to call back to check the status of my order about 6 days later.
Now the problem is they don't have a copy of my sleep study. No problem, I called my PCP office and relayed the information to them. She too was frustrated by their terrible service, saying she'd faxed and emailed the sleep study to them 5 days ago and didn't understand how they hadn't received it. She resent the documents that day and confirmed with me. It was faxed and emailed the documents again. The next day, I decided to call Apria to confirm they received the paperwork and the rep. said everything is in order. He said I should receive my order in 7 to 10 business days.
So I waited 9 days before calling to see that my unit has shipped; this is where it got absolutely ridiculous! The customer service rep. tells me that they need additional documents from my PCP and that they had already spoken with them about it. I inquired what documents were missing and the rep. told me they don't have a complete sleep study results; specifically the apnea and hypopnea sections. It's now been over a month since I had my sleep study and I'm no closer to getting my CPAP machine! How is Apria still in business? Why am I constantly being redirected to other call centers when I ask a question about the documents? I only gave 1 star in this review because you cannot submit a review with 0 stars; this is the crap that Apria customers have to work with.
Why is this so complicated? I hope that their horrible service doesn't cause someone to lose their life because they cannot get the medical equipment they need! Apria has earned every single 1 star rating; the company seems to have little concern to change simply by the sheer number of nightmarish reviews posted here. Do yourself a favor and get your medical equipment needs met by anyone else but Apria because you will be sorely disappointed with Apria's ability to serve your needs!
Reviewed June 1, 2018
This company blew up my phone trying to get me set up with them for a CPAP machine. They told me that they were the only company that my Humana insurance approves for CPAP supplies. I turned them down because they wanted a large copay, and a monthly fee, for the use of the machine. I called them back three weeks later, and informed them that I now have Medicare, which I'd like to use. The representative got short with me. He said that they do accept it, but that I would have to come to one of their locations in person. However, I was told that if I wanted to just pay with a debit card, or backdraft, each month, that I would not have to do that. I told him that I am currently homebound. He said I could fax him. When I told him I had no fax machine, he said he couldn't help me. In the meantime I found another company. He lied when he said that Humana would only used them.
Reviewed May 31, 2018
After trying for a year, I finally got an Inogen One portable machine. Then, Apria tells me are taking my regular at home oxygen machine. They expect me to carry this portable machine around with me even at my home! It is a PORTABLE machine. They say you can be on it 24/7. I can understand that if you're out of your home for days, but not when you’re home! This company doesn’t seem to care about what you have to go through to stay on oxygen. Plus, they automatically take my payment due out of my account, but every time I call they say my account shows a double balance due & pester me to make a payment. It seems like everything with them is an argument! It is so aggravating dealing with this company!
Reviewed May 31, 2018
Lack of customer service - This is the worst company I've ever dealt with in my life. I've been unable to return equipment, charged for things I haven't received, and had to cancel one credit card to stop from being billed.
Reviewed May 30, 2018
This company keeps changing its policy to bill for items I haven't received. I had an agreement to pay off my machine in 13 months because we changed insurance. They now say my new insurance should be billed for a 15 month old machine for 15 months. They also bill me 28.95 a month for the water chamber which I don't use because I purchased the SoClean and it comes with its own chamber. I haven't received or ordered supplies in 7 months yet they insist in trying to bill my insurance for supplies. Does this sound like a rip off???
Reviewed May 22, 2018
This is the most difficult company to work with. I had a complaint regarding a charge and wanted a detailed bill. The number I called to get clarification of the charged went somewhere overseas and their rep could barely speak English. She couldn't understand me and I couldn't understand me. The problem never got resolved. "Buyer beware." Watch the charges on your bill or better yet find a different company. I would give Apria a no star rating. BEWARE.
Reviewed May 22, 2018
If I could give this company Zero stars I would. The customer service is horrible. Humana insurance sent me to this company for a piece of medical equipment. Initial authorization for the equipment was granted in Feb 2018. After several back and forth conversations with Apria I ended up having to go back to my primary healthcare provider to obtain another prescription (even though I already had an authorization). The order was finally "placed" on 26 Apr 2018. Was told it would take 7 - 10 business days to process the order and have it shipped.
Today, a month later, and after several phone calls, including speaking with a so-called supervisor, the equipment still has not been shipped but they have "elevated" my concerns to the Escalation Team who should contact me in another 24 - 48 hours (that's what I was told the last two times I called). Needless to say, I have very little faith that the equipment will be sent out anytime soon. My next call is to Humana to let them know what a piece of ** company this is. Based on all the other reviews I have seen here I know I am not the only one and this is not a one time problem but rather a systemic issue with this company.
Reviewed May 22, 2018
This is the worse company I've dealt with in my entire life. They have been processing an order for equipment for 5 months. Every time I call to find out the status of my order I get a different answer. Very frustrating that a simple order can take 5 months. I finally told my doctor to find a different supplier, since Apria cannot tell when I will be getting my equipment.
Reviewed May 21, 2018
I have been an Apria Healthcare customer for last 8 years. My current CPAP machine provided by Apria is defunct and am eligible for a new machine. Apria has been playing ping pong with my order. Now they want me to send them the baseline study because they have lost it even though the initial sleep study was with them when they gave me my first machine. I have been spending more than 2 hours waiting to speaking to someone in the Qualification team to process my order. As per their own rule I do not have to need another baseline for at least after 8 years from the prior one and in my case it is less than that. They do not pick up.
Reviewed May 21, 2018
I am complaining because medicine for my daughter has either been sent as the wrong type (and when trying to return Apria said someone would pick it up and never did. Then 30 days later they say it is too late) or not received within a timely manner. When I first learned of this problem, I contacted your customer service (that I believe is in Florida?) at your company, and was told that the local distribution center didn’t place the order, ordered the wrong item, or was not in stock and would not be for a while). This is unacceptable in 2017/2018. There have been days where we ran out of medicine for my daughter and had to use an alternative that the doctors say was not as good.
Reviewed May 20, 2018
Apria may be the worst company I have ever had to deal with. I have been trying to order a CPAP machine for 2 month. I have no idea why this is taking so long. Everyone that you talk to at Apria is completely incompetent -- no one know where the machine is, where or not it has been shipped, where it has been shipped (if it has), they do not know who it was shipped with, and they have no tracking number. I do not know how they stay in business. I will never deal with them again. They do not have an order number.
Reviewed May 18, 2018
I am very disappointed in the customer service, or lack thereof with Apria so far. Last Thursday, 05/10/18 I was contacted by one of your agents and was asked to have my doctor's office fax Apria my sleep study results, which I did and my doctor's office did. The next day, Friday 05/11/18 I was told Apria received my sleep study results and you have been working with my insurance. That same day I was told to pay the deductible amount of around $270.00, which I did by debit card. Since last Friday I have been going back and forth with Apria's customer service agents and it's been a nightmare. I keep being put on hold, one day it was up to 30 minutes so I had to hang up.
Today I called and I was put on hold for 45 minutes, and then suddenly it rang and I got a voicemail of some agent so I left a voicemail. I never heard back. This morning I was sent some documents to sign, which I did right away and I was told my order would be expedited. That was at 9 a.m., I called back nine hours later and never got a response, that's when I was on hold for 45 minutes. I'm waiting over a week for a sleep machine that I need to help me sleep and to better my health at the same time. Apria has taken my money super fast with no problem but after that I've had to do the rest of the work. I'll have to work with my bank to file a claim against Apria for services and merchandise not provided. Steer clear of Apria! Horrible customer service, still without my CPAP machine.
Reviewed May 17, 2018
Finally get an order for my CPAP machine, it is badly needed, I can hardly sleep. Apria seems to be the only game in town. They call me up and tell me that they need to talk to me. I call back, I wait 30 minutes on the line only to be transferred to a robot who says, nobody can talk to you now. I call back and they tell me someone will get back to you, stay ready to receive a call. Two days later I get a call from someone who purports to represent Apria, but I have my doubts. Even though my insurance has agreed to cover 100% of the cost, they want a bunch of personal info 'including' my credit card. At this point I suspect the Russians are calling.
I call back to Apria, and it turns out these were not the Russians. It was really Apria and yes they want my credit card even though my insurance company has approved this, "just in case something goes wrong". Seriously??? These people are making ungodly profits and the reason that our Healthcare system is in the toilet.
Reviewed May 16, 2018
Where do I begin. I was just started on oxygen and I feel like I am being held hostage by this inefficient, insensitive and incompetent company. When the initial tanks were ordered, I was told the driver would be at my home with a window ending at 7:30 pm. 7:30 came and went and I finally got a call that the driver was running late. He called me at 9 PM to tell me he was just finishing up his call and did I want to reschedule for tomorrow. DAH! Let me think. I had already been sitting around half the afternoon and evening and what I didn't want to do was have a repeat of that the next day. I told the driver to come out and he arrived by about 9:30 and by the time he very... and I mean very slowly brought in the tanks, set the equipment up, provided meager instructions and I signed paperwork it was almost 11 PM.
A week later I was having trouble with one of the tanks leaking and the same person came out to exchange the tank. He called that he was outside and so I waited for him to come to my door. And I waited... and still waited. Finally I went outside and he said, "Oh, I thought you were coming out to the truck to get your tank." Hello people, if I was in such great shape I wouldn't be struggling to breathe the oxygen I didn't have because he had the tank in his truck.
Next, I made four calls to try to resolve the issue of getting a "M" tank... Seriously, this tank is as tall as I am but good to have around just in case the power goes out in your area and your regular machine dies on you. I repeatedly requested that the tank and a regulator to fit it be delivered 5 PM or after. I received a expected delivery call on the day of delivery saying they would deliver the tanks between 8 in the morning and noon. For crying out loud, Really? Then the delivery was scheduled for today for 3:45 to 7 pm. Another call today to fix that.
Lastly, Noah, on customer service tried very hard to fix this issue as he discovered that the M tank and regulator that I had made three previous calls about, had been cancelled. He said he called the local Utah Midvale company twice but wasn't able to get through. He said they were probably busy. I say they were taking a relaxing break... And I thought smoking ** was legal in Colorado not Utah! Noah, put in the order himself. He, at least gets a star for trying. If there was another company that had the supplies I needed I would switch, but the news on the street is that the other company sucks too. I suppose Apria doesn't feel any obligation to provide competent customer service since the other guy doesn't either. I'm guessing you will believe me when I tell you how happy I will be when I don't have to deal with Apria anymore. Pity the poor soul who is chained to Satan (Apria) for life, just to get a breath of air.
Reviewed May 14, 2018
I waited 2 months for an LH knee walker. They sent a RH and let me go! I could not use it as I'm paralyzed on the R! I was billed $60 after all this but I'm paying it to be done with them! (My insurance paid $1000).
Reviewed May 11, 2018
I have been TRYING to get a padded shower transfer bench since March 23, when the prescription was submitted by my son's doctor. My son (a paralyzed 16-yr-old with no sensation below the waist) has been using a broken bench for 3 months now. I am very concerned that the metal brace under the seat, which is broken in half and has a very jagged edge, is going to cut him severely. I have contacted Apria's customer service team on at least 7 different occasions, explaining the urgency for the order. Each time, I was told they were "escalating" the order and to "KEEP THE LINE OPEN" because I would get a call from my local branch. I finally got a call on Friday, April 26 (4 weeks after ordering).
They delivered a bench at 9:30 pm that evening and I refused it as it was NOT padded, as was stated on the order. I have since made weekly calls to the customer service line, each time being assured that the order was for a PADDED transfer bench and that it was being escalated and I would hear from my local branch. Today, 7 weeks after it was initially requested, I still do not have this $75 item. I can order from Amazon and get it in 2 days! How can a national company that specializes in DME not get this to me in less than 7 weeks? Finally, after calling 3 times today, I got a call from the company asking me to pay the $13.30 copay before they would process the order and get me the transfer bench - IN 7-10 DAYS!!! My next order will NOT be going to APRIA. UNBELIEVABLE!!!
Reviewed May 10, 2018
Received a call from Apria about returning the phone call they made to me. Believe me this is the 1st time I have contacted Apria, and I am really hesitant about using their service. After being on the phone for over 45 minutes I was told to call the same number that I dialed and ask for customer service, I informed them that I used that number and was talking to them as we spoke. After getting the runaround on who to contact, I was informed that I was approved for service and someone would contact me that evening to set up an appointment. Never received a call so I called them.
Trying to get to where I needed to be is almost impossible, their instructions are not clear at all... So I finally get to talk to someone and told them I had not received a call from anyone and was trying to see what was going on. I was informed that I was set up for May 14th for a test to see what my oxygen level reads overnight and we would go from there. I told them that was the 1st time I was told that and had no clue that I was set up. So I thought I would go online and check to see what others say about this company, and I was overwhelmed with the comments I read online. I am asking myself why am I using this company with all these bad reports, there are plenty of suppliers out there that can service my needs, I do not need another headache.
Reviewed May 10, 2018
In December of 2017 my daughter, had surgery which left a significant open wound requiring a wound-vac to facilitate healing. This equipment was provided by Apria Healthcare. We had the equipment for several weeks. I returned it on May 4, 2018 to Mountain Point Medical Center. The equipment was tagged and placed in a storage room for retrieval by the Apria Representative. The equipment was retrieved by the Apria Representative. He was escorted to the storage room by the nurse. I thought that everything was taken care of. The machine was preauthorized by my insurance. As far as I knew insurance had taken care of it. I did not receive ANY statements from Apria of any balance being owed to them from Jan-April 9.
On the evening of April 9th I received a telephone call from Apria stating that I had a past due balance of $9.50. They asked if they could just use my credit card information on file to take care of this amount. I told them, "No, just send me a statement and I will pay for it." They asked, “You’ll pay for it when the statement comes?” I said, “yes”. A week went by and I received a statement from my credit card with a balance of $4855.00! I was not told ANYTHING about a charge for that amount. I was not told that there was an issue with the equipment not being accounted for. Had I known, I could have referred them to Mountain Point Medical Center to detail how the equipment had been returned.
A couple of days after I had received my credit card statement, a bill arrived from Apria. The bill shows a past due amount of $9.50 and Current charges of $4855.00 for equipment that wasn’t returned. It asked for my credit card information and my signature. However, they had ALREADY billed my credit card without my knowledge, or my authorization. They had to have broken the law to keep the information from the back of my card to make that purchase. When I confronted them about that they told me that my agreement with them was a month by month agreement. I told them that didn’t make any sense because we didn’t even have the equipment for a month and this was not a bill that was a month by month bill. I don’t even know if the $9.50 charge is a valid one because I have not received any statement from them detailing what I am being charged for.
They also didn’t charge my account for the past due amount, only the ‘current’ charges that I had not been notified about. I disputed the amount with my credit card. Before my credit card could even do an investigation about the charges, they had given my account over to a collections agency. The collections company received my account on the 9th of April, for $4855.00, an amount in their own bill that states it is "current" not past due. How do you charge a credit card without a customer’s knowledge, and simultaneously turn them into collections for a balance that is not even past due? And how is it lawful to charge someone without stipulating what it is that they are being charged for?Apria has a record of the phone call that I made to them on the day that I had returned the machine. I told them that I had taken the machine to Mountain Point Medical Center, when I got there I realized that I had forgotten the cord at home and was returning to my house to get it to make sure it was with the machine.
This company's business practices are completely unethical. When I called to complain, they treated me as if I was a criminal whose word couldn't be trusted. When I told the woman on the phone that I had returned the equipment, she just told me that it was just my word that it had been returned. However, that is untrue. Fortunately for me the hospital has documented the equipment being returned. I am frustrated and angry that I have to use my time fighting something that should not have ever happened. This company is the WORST!!!
Reviewed May 9, 2018
I wish that I could post a negative number. They are the WORST company in the health field profession. Been trying for a month to get my profile updated (add email address to database) so I can use the DreamMapper software to see the data that they are collecting. They never return my call.
Reviewed May 7, 2018
I had to change to Apria when I changed insurance. I liked using my local company, which did an amazing job and weren't near as expensive. Apria has a monopoly on Humana users. They never come out to check my machine and if I need to have it checked I have to drive at least 45 minutes. I have Fibromyalgia and I am on a fixed income. I can't afford the drive, nor do I feel like making that trip. My local company would come out anytime that you needed them. I would not recommend Apria to anyone.
Reviewed May 4, 2018
The most unprofessional company to do business with. They have uneducated people making educated decisions. They first denied my claim. When I called, they stated that they didn't feel that it was needed. I asked them what made them think they could overrule a doctor's prescription. The only response they had was to try again. As I called back, I was placed in an infinite loop with their answering system. Push this button, then this one, and so on. It made circles for almost 15 minutes.
Next call I was told that they tried to fax something to my doctor and they were closed. It was 11:30 in the afternoon, and I had just talked to my nurse. I sat with the nurse, on the phone with them, until they finally faxed over what was needed and they confirmed receipt of it returning to them. But it didn't end there. After 5 days and numerous calls, I was finally able to get my oxygen. Beware!! Find another company to use.
Reviewed May 3, 2018
Don’t use this company, my mom had a major hip surgery and they sent her home with a heavy wheelchair (one we couldn’t even get into a medium size sedan) and when requesting a transport wheelchair for my mom's surgery follow up appt. they told us we would have to wait 10 days, when in fact they should have swapped it out with the wheelchair she was sent home from the hospital in. In other words, it qualified for the same day service. The customer service staff were rude and would lie saying, "Yes they’ll be calling you today." Never happened, my mom's appt came and went, with no word from this inferior supply company. Horrible staff and nonresponsive, I hope their families get the same lack of care my mom did!!! This scandalous company will bill the insurance and give you zero customer care. Informing my insurance and finding another supply company.
Reviewed May 1, 2018
We have dealt with Apria for over 20 years but the last year+ has been horrendous. I'm not sure what has occurred but the company has lost all customer service capabilities. Every time I call it is someone who is completely inept. It is frightening that a company receiving so much Medicare money and personal information including SSN numbers, DOB etc. is so dysfunctional. There needs to be more oversight over any company that receives federal Medicare money.
Reviewed May 1, 2018
I got a CPAP machine from them. Two years after I purchased it and paid for it I am still being overcharged. It is a scam. Go elsewhere. Do not do business with Apria Healthcare or you will regret it. I am still getting emails and calls saying I owe them when I do not. They even reported me to a collection agency when they owe me money.
Reviewed May 1, 2018
I was on hold for almost one hour. That is not very Good customer service. It is ridiculous! I returned a phone call from Apria Healthcare, when it took someone 15 min to answer. I wanted to speak with the person that called me. I did not want anyone reading from my account as to why I was being called. I wanted to talk to the source. I wanted to make sure I was getting the correct information. So I was put on hold only to wait 45 min and some seconds. RIDICULOUS! Was not happy and very angry. So I hung up. 0 stars from me!
Reviewed April 30, 2018
Life-threatening service. We had a scare. The hospital prescribed and requested oxygen support for my mom to be set up at our home so that when she arrived home, post open heart surgery, she would have oxygen available for her at home recovery. Apria called right away when we got home and said delivery was on its way. The hospital gave us a tank to keep my mom on O2 until Apria could deliver. We called Apria back (every hour) waited on hold and each time we reached someone, Apria said the oxygen supplies were almost here. When my mom's oxygen ran out and we had contacted Apria a fourth time, they said the driver had a flat tire but was just around the corner and the oxygen would be here in a few minutes. After another hour my mom's oxygen was so low we called the hospital and they requested we rush her back to the ER to get her O2 stable.
The hospital continued to call Apria on our behalf to try and get the O2 to our home (where my husband was waiting for the delivery). The hospital was appalled regarding their experience with Apria as well. We stayed at the hospital in the ER so my mom could get O2 until the oxygen actually arrived at our home (8 hours later). Apria requires that the patient is at home when they deliver so they can hook them up and teach them how to use the equipment, but the hospital said no way... no one believes the O2 is "on the way" anymore. So when the driver finally arrived, the driver said he never had a flat and never got the order until just 45 min. before he delivered it to us. He said they were short staffed and he was the only one delivering in the surrounding area and neighboring suburbs so he had no idea why dispatch would say what they did.
Even when Apria picked up the oxygen and equipment... they had the wrong customer information on their charts so the driver wrote all over the pre-filled form, then noticed he had the wrong customer file and went back to find the correct form. That part wasn't terrible, everyone makes mistakes. We just had a hard time with the life-threatening poor customer service/delivery when my mom originally needed the O2. Just today, my mom's doctor put in a prescription for O2 for my mom again. Apria calls us today and says they cannot fill the prescription because they need more information and they can't even tell us what is missing in order to fill the O2 order. Wow, just WOW.
Reviewed April 30, 2018
The people that you have working for you are very incompetent. I received the wrong supplies every time whether oxygen or CPAP equipment. They won't overnight the right supply and I have a problem with that. How in the first place do you keep getting my order wrong. Second of all you have people that don't speak very good English and they are hard to understand and some are really rude. I have been on the phone for a little over 4 Hrs and transferred 4-5 times and had to give all my personal information with every person I talked with.
Reviewed April 26, 2018
Disorganized, unreliable, and completely unprofessional. Waited over 1 month for a knee scooter after my surgery (with calls every week). They gave me the wrong information about equipment they provide and lied about brands they carried, even though they said they carried such brands. DO NOT GO THROUGH THEM FOR YOUR MEDICAL NEEDS!
Reviewed April 24, 2018
The people that you have working for you are very incompetent. I received the wrong supplies twice. The second supply was overnighted which was wrong. They won't overnight the right supply and I have a problem with that. How in the first place do you keep getting my order wrong. Second of all you have people that don't speak very good English and they are hard to understand.
Reviewed April 23, 2018
When I read some of the 970 reviews of this company, it is clear they have serious problems! "Worst excuse for a business!" and "worst company ever!" are typical of the comments in almost every single review. These are my exact sentiments as well, after dealing with this company for the last six months. Some of the problems I've faced are: long phone hold times (well over an hour); impossible to email this company; untrained & unsympathetic clerks on the phone, once you manage to actually talk to someone; etc. This is on top of just not receiving the supplies ordered from them.
I have Kaiser-Permanente health insurance and they offer no other supplier than Apria. I'm thinking Kaiser has some sweetheart deal with this horrible company, or else they would not force their members to deal with this kind of terrible service. If a large insurance provider like Kaiser cannot or will not change to a different company for medical supplies, there's not much an individual can accomplish, right?
Reviewed April 21, 2018
Apria charged my credit card without authorization and continued to do so even after I told them to remove my card from file and to send me a bill. They originally told me that my CC info was a placeholder if any equipment was damaged, instead they used it to pay themselves immediately without notifying me or sending me a bill. I called their customer service line to discuss and waited on hold for at least 20-30 minutes. Once I spoke to them they refused to reverse the charges and to send me a bill. They also said they would remove my CC info and not charge me that way again, yet they charged my CC again after that conversation. Go ahead and check your recording Apria, that's exactly what happened. Unauthorized, unethical, dishonest. Completely ridiculous that they run a business like this.
The service that they offered was okay, but the way they went about getting their money was crooked and dishonest. I'll pay them the money they're owed, but not the way they went about helping themselves. Fool me once, shame on you; fool me twice, shame on me. Don't worry Apria, it WON'T happen again! I'll also be talking to my insurance and healthcare providers about how Apria handled this whole ordeal. It's funny the first review I read about Apria is pretty much the same experience I had, so it's not their first rodeo in hoodwinking others to receive payment.
Reviewed April 21, 2018
Apria continues to add charges to my credit card after I have specifically instructed them not to make any unauthorized charges against my credit card. I also requested my credit card to be removed and this was never done. I just received another fraudulent charge for services that have already been paid by my insurance company. A favorite trick is they overcharge you, make fraudulent charges on your credit card then several months later issue you a charge for the overcharges. This company needs to be investigated for criminal unauthorized use of credit cards.
Reviewed April 16, 2018
I work at a doctor's office and we decided to use Apria for a patient who needed a new oxygen tank! We've been trying to get him a new one since 10/2017, it's 4/18 and he still hasn't received one because there is always something that seems to be missing from the paperwork we send. But instead of letting us or the patient know that more information is needed, they don't communicate unless we call and ask for progress! The last time we resent everything we were assured that there will be no more mix up and that they have everything and 3 weeks later what do you know. The order we sent in is past overdue and they can't accept it and everything needs to be up to date and resent! Our patient is out of oxygen and can't leave his house! We don't know what to do at this point.
Reviewed April 16, 2018
This company is a complete joke. I've had so many issues with Apria since our insurance (CareCentrix) set us up with them as our Durable Medical supplier. From timely communication and authorizations to completely lying to their patients/clients, this company is horrible. Most recently, I put in a re-order for my special needs daughter's g-tube formula and supplies. That was on Monday, April 9th. They said that it would be delivered to my house no later than Thursday, April 12th. That was fine as we had formula to support us until then. Thursday came and went and no delivery arrived. So I called and they said that our insurance didn't approve the order. I called my insurance and they said they had no record of Apria ever requesting reauthorization.
By the way, this exact same thing happened to us in January too. So I called Apria back and told them there was no authorization request. They apologized and said it was a "portal issue" (whatever that means). And they said that they would send me a weeks worth of her formula to my address and I would get it the next day. I confirmed my address with them and waited. The next day, I got a frantic call from my 80 year old grandmother saying a delivery of formula was placed on their doorstep in FLORIDA! We live in Illinois. I had previously requested a weeks worth of formula to be sent to their house while we were on vacation as a temporary situation. I made sure to tell them that it was a "ONE TIME ONLY" situation for a vacation. And yea... they put our permanent address in as Florida!!!
So I called Apria and they confirmed that it was their representative's fault, but there was nothing they could do until next Tuesday because their warehouse is closed on the weekend. My only option was to see if we could go to a hospital to get formula and supplies. Not possible if you're not inpatient at our local hospital. So their only other option for me was to give my child store Pediasure (which she doesn't tolerate well at all) and clean up barf and watch her starve for 3 days. I asked Apria if that was the only option they have for me and they said, "Sorry, there is nothing else we can offer you". Thanks Apria.
That is how much Apria cares about their customers. Even little special needs 4 year olds. They don't care. They are HIGHLY unorganized. And their customer service representatives are complete idiots who can't read correct addresses. Their Supervisors are complete jokes too. They are always ZERO help. They make you feel like you are the problem when something arises. They don't ever call you if there's delays or issues with paperwork. The patient is just left to starve or die or whatever. THEY. DON'T. CARE. DON'T USE APRIA!!! Stay FAR away! Any company is better than them!!!
Reviewed April 13, 2018
These incompetent and fraudulent people lied multiple times about our order. Every time we called they had a different excuse or reason for the delay and the status of the knee walker we ordered. They delivered the wrong equipment, it was delayed, and now they refuse to refund us the money we paid and they billed the insurance for.
My husband and I called over 8 times about the status of the product, and at every call we specifically stated we wanted a knee walker/knee scooter. We even called the insurance to facilitate the approval of the equipment since the people they hire can't do it themselves. After getting our insurance involved, Apria asked for a co-pay, and we paid it. We finally receive a delivery, and to our dismay, it was a regular walker and not a knee walker! My husband can't use a regular walker, he only has mobility in one leg! Even after repeating the product and model number over the phone over the course of 8 calls, they still got it wrong.
When we call to ask them to correct the issue, they had a different set of excuses. Claiming that the prescription was wrong and they needed verification. They gladly accepted payment for it, the model # was written on the fax they received, and we repeated the model # of the scooter multiple times. Now they refuse to process a return, and have even HUNG UP on us twice. Their delivery person also told me Apria has been responsible for the death of some people because it cannot process their oxygen on time due to their incompetence in fulfilling requests. Order your equipment elsewhere, especially if your condition is critical. This company is irresponsible.
Reviewed April 13, 2018
Took them forever to finally send the CPAP that my husband needed. They never asked what kind of mask that he needed to try and just sent a junk mask. After calling last week to get a new mask that he can actually use we never got a callback as promised. Called at 8ish am again today and was told at 8:45 that we would get a call at 9:00, 9:45 rolled around and we still had not gotten a callback. Spent an additional 2.5 hours on a call trying to get someone in their call center to track someone down to make the appointment. They put me through to Kenny in their Houston office who just couldn't help except to promise another call. Left specific instructions that I would not be available between 1ish and 3ish for the callback but calling after was fine... guess when Becky the Respiratory Therapist called... yep right when I specifically said I wouldn't be available.
She left a snotty voicemail and gave me the call center number to call back. Well I called after I left what I was supposed to be doing just to be led on a wild goose chase with the call center yet again... holding for 40 min until I got a call from Becky. Due to their negligence and delay in scheduling a fitting, they cannot actually schedule him for a fitting in time for him to travel on business, even though our original call gave them plenty of time to schedule an appointment and get him fitted before he leaves because Becky is going on vacation (yep that's right they can't even hire more than one respiratory therapist for a city the size of Houston). If they just would have called back like we were promised by the customer service personnel from the original call over a week ago we wouldn't be having this problem. They also bounce you around so the excuse from everyone I spoke to today seemed to be... "Well you didn't talk to me so it wasn't my fault."
Well it might not have been their fault, right up to the point I did talk to them and nothing was done to rectify the problem. So a month after getting his prescription and authorization for a CPAP, he still does not have what he needs to use his machine. After not dealing with the issue, Becky thought her sarcasm at the end of our call was funny but this company has forgotten that people's lives are affected when they are careless. This is not a matter of, "Oh the pair of pants I ordered didn't come in on time," this is a matter of a patient who stops breathing while he sleeps. Can't get the equipment he needs in a respectful, courteous, timely manner. The fact that sleep apnea can lead to someone's death isn't really on the top of their priority list. I would never do business with this company if your health or the health of someone you love is at risk... you and your family are worth more than this company can or will ever provide.
Reviewed April 12, 2018
Called Apria's customer service line 3 time because I was hung up on the first 2 time after being put on hold for a very long time. The 2 agents gave me conflicting information. The first one was nice enough but of course the info she gave me was wrong so while I held and she verified I heard her pick up and hang up instead of talking to me. The second call the agent gave me conflicting information and became hostile when I told him that's not the info I had been given. I requested a supervisor so I could get a definitive answer and he became angry asking me why. I requested a supervisor again and he continued to be aggressive and angry.
Finally he put me on hold for another long time and then he also picked up the phone and hung up. Called back a third time and switched to the provider line and requested a supervisor. The agent tried to get me to talk to her and I refused requesting a supervisor. After 5 mins of going back and forth I finally was able to get her to request a supervisor. The supervisor was nice and explained. Did the proper review I needed the customer service agents to do. This customer service is awful and making people with serious medical issues go through this is just evil. I will make sure to tell as many people as I can to find someone better. And since I work in healthcare I'll make sure people research other options.
Reviewed April 12, 2018
I have used their service for several years now. I have never received a bill showing what they were billing my insurance company (Blue Shield) or me for that matter. I recently got a new Rx for a portable oxygen generator and they said my insurance declined it, even though I had one last year. Then I received an Rx for a new CPAP machine and I was told I that I owed them money and I would have to pay that. I disputed this as I have nothing to show that. Then I was told that I would have to give them a credit card before they would sell me a CPAP machine. I told them no, they want to charge me for whatever they want. If you check other complaints you will see many others have had this problem. At any rate, I won't do business with them anymore.
Reviewed April 11, 2018
Their customer service reps really need training. I've recently had many serious health issues (stroke and cancer) and another in particular is dealing with severe complex sleep apnea. The Apria service rep called me last week to set up a home delivery of equipment. She lost most all of my demographic information and they didn't bother to contact me. Told me that my delivery would be 4/11 and someone would call. They never did and of course I spend 6 hours on the phone with them today trying to get answers.
After three different reps said that a technician would deliver my equipment late today or even tomorrow (another day off from work), I found out that they are not sending a technician to deliver the equipment but sending it FedEx. But since they lost all of my contact information, it will now be another 3 days before I get the equipment. No technician, just a lousy training video...maybe...if I can ever get the equipment. Was disconnected from being on hold twice today (after waiting for over 30 minutes. Six hours of complete frustration and I have now filed a formal complaint with my insurance provider. Apria is sad and seriously needs some help on getting their act together...or at least they need to revamp their whole business process and how to handle customer service.
Reviewed April 11, 2018
It's the same old story. Was billed for CPAP equipment because I changed providers. I got the new doctors recommendation, PAID THE BILL, then continued to get bills. Every time I would call, they would say, "Oh, I see the problem. We will contact your insurance and it will be taken care of." Meanwhile, I have not had replacement CPAP equipment in a year and a half. Still getting those bills, though.
Reviewed April 9, 2018
I have been fighting for months for CPAP supplies for my son and myself and getting nowhere. We both have not slept for approx a month or more. Apria is no help not to mention every time I call them I am on hold for a minimum of 1 hr. Apria sucks.
Reviewed April 9, 2018
Minus 0 CUSTOMER SERVICE. Several issues for THREE YEARS on medical supply orders: Charged my credit card for supplies AFTER they acknowledge I had canceled that authorization in writing months earlier (credit card fraud) - more than once. Does not submit for authorization to insurance and lies about it (several times). NEVER initiates communications (except standard recordings). Refuses to contact me on back ordered issues (their errors) and will not advise when they have authorization to fill and ship it. It doesn’t ship unless I call to inquire. I have run out of supplies a few times.
Has not billed the insurance but tries to charge me for full amount of product. Adamantly telling me I have to pay BEFORE they bill insurance. Tried several times to charge me the wrong deductible. Always to their benefit. Refuses to communicate even when asked to be kept apprised of any issues. Customer service blatantly lies about services and billing (I have proof). Sends wrong equipment and impartial orders without explanation or communication. I QUIT USING THEM AFTER YEARS OF TOO MUCH STRESS DOING THEIR JOB! I have never ever seen such an inept company. Filed a formal complaint with my insurance company.
Reviewed April 8, 2018
My 3 1/2 year old son needs oxygen. We were supposed to receive a delivery today. I received no phone call to discuss delivery. I called Apria to follow up. They "could not verify insurance" (insurance which is valid and with which we have had no problems with ever) and therefore, my son could not have the oxygen he needs. I asked repeatedly, “How that can be...how can there be no other way to get the oxygen my son needs” and the representative said something to the effect of: "we can't do it without verifying the insurance. I hope nothing happens. If it does you'll have to go to the emergency room." So we are stuck, without oxygen that is necessary, and with no choice but to go to the emergency room once the oxygen we do have runs out this evening! How is this acceptable? Terrible company!
Reviewed April 6, 2018
I always have problems with Apria Healthcare for reasons I don’t understand. The latest incident is the last straw. My CPAP supplies were reordered two weeks ago, but I found out by accident that my telephone numbers and birth year were wrong, so I requested an update on my file. A simple request that any customer service representative could fix it in a few minutes. I was put on hold for a long time, and told it was fixed. I asked her to repeat my vital numbers, and again the birth year was wrong. She promised to fix that again.
I called back the next day and checked. Again, the birthday was never corrected. I asked for a Supervisor and repeated my story. I called this morning to ask about my reorder. The rep first said it was delivered on 3/26. I told him I didn’t get it. After checking, he came back it was delivered on 3/30. And he asked me did I check my front door? What a laughing question. I told him I received packages from Amazon almost 2 to 3 times a week and have not missed a parcel. He put me on hold for a long time, and I am typing this complaint while I am waiting for my reorder. Good luck to me, since I am leaving the country on 4/13 for two weeks.
Reviewed April 4, 2018
I requested a new regulator as the one I had continued to leak from my portable tank. The service tech that was sent out very rudely told me there was nothing wrong with the regulator and declined to change it out. After another 2 weeks I am still dealing with the same problem. At this time I ready to change my oxygen supplier. Just need to see who else in my area is Medicaid supplier who is a company with a better record. I'm afraid they are as bad as Apria.
Reviewed April 3, 2018
Delays, excuses, escalations. That's this outfit's cycles. Do whatever you have to but do NOT work with this excuse - making TOTALLY INCOMPETENT outfit. Neil will accuse you of venting. Call back a week later, and you get him again. "I hear you venting." You've been warned. Do whatever you have to to stay away from these people!!!
Reviewed April 3, 2018
This company keeps billing me for equipment I don't have. I haven't had this equipment for at least 8 months. And they are billing the wrong Insurance Company. Then send me bills and then send them to collection agency. This continues after many conversations and they can't figure it out. I'm extremely frustrated and will never deal with them again!
Reviewed March 27, 2018
When my husband was discharged from an inpatient stay a hospital bed was ordered for him from Apria. When the bed showed up, it was not exactly what I had expected. The innerspring mattress was extremely uncomfortable with lots of pressure points and could not be used without risk of bed sores and skin breakdown. On delivery, the technician did not know how to attach the side rails, so three days later another technician arrived to do that. I asked about the mattress and was told that is the normal quality and the only type that they have.
I pointed out that there were some rips in the covering on the mattress, and he went to his truck and came back with a light plastic cover that he said should have been on there when it was delivered. I tried to get the order changed to use a different company but was told that my insurance company works with Apria so I could not. I was finally able to transfer my husband to the bed two weeks later after I purchased an air flow pad to make it usable.
Yesterday I called to ask for a pickup since the bed is no longer needed. I was told that it would be picked up today, that I would receive a call yesterday afternoon to confirm the pickup, and that I would receive a further call this morning to tell me the pickup window. Having received no calls, I called customer service where the unhelpful person informed me that the person I spoke to yesterday shouldn't have told me that I would receive a phone call and that they use third party couriers to do their pickups so they can't give a window. The pickup will be anytime between 9 am and 5 pm. Of course, there was no attempt to apologize for the inconvenience or the misinformation.
Reviewed March 26, 2018
On March 8th 2018 my partner had to go in for a spinal fusion. This was such an invasive surgery. It will require two to three months out of work. The doctor prescribed that a hospital bed be brought into our home so that he was able to sleep in a reclined position. We were told from the date he was released from the hospital it would take 7 to 10 days for us to be contacted regarding this bed. I made four calls to Apria asking them if they could put a rush on getting the bed brought into the home. As of today March 25th we still have never been contacted by Apria. This is very upsetting to know that we had a prescription from a medical professional that has gone unnoticed. Additional risk of not being able to sleep properly could potentially lead to further issues down the road and there is no one there that cares. I would not recommend this company for any medical equipment.
Reviewed March 24, 2018
I got a new CPAP machine from them. Apria mask was too big. Had 30 Days to return for the correct mask. I called within the time and was told they would send out the right mask to me. Would take 5 to 7 days to receive them. After 3 weeks nothing. Called them up to find out the warehouse put a hold on the order. No one could tell me why. Now I only have 1 Mask of the three that were wrong size. The person I was talking with told me they would release the order and I would receive it in another 5 to 7 days at which time I said this was unacceptable since this was their mistake not mine and that my CPAP mask was leaking.
I asked if they needed me to send back the 1 mask I had still once I got the correct one and was told no. It was not cost effective to send them 1 mask and they would talk with a supervisor to see about rushing my order. This was on Friday. On Monday I received my correct mask along with a bill. I called to find out why I was being charged since I did call within the 30 days for exchange and was told that since they did not receive the old mask back within the 30 days I needed to pay. So now I think I know why the order was placed on hold. To let the 30 days expire so they could charge me. I asked for a manager and was told they would relay the message to a manager and I would receive a callback. Months later no call (surprise).
I started to call my local office and they checked into it and said my wife's account and mine got crossed and they were going to see what they could do to fix this and after a couple of weeks was told they were still working on this. So I returned both of our machines to them and now my bill has gotten to be over $200.00 and I am still getting phone calls. I need to reorder my supplies. They do not even know the machines have been returned. They told me I received supplies when I had never ordered supplies from them. It was my wife who got supplies. So my therapy was held hostage. They would not send me new supplies until bill paid.
Reviewed March 19, 2018
New CPAP Machine Order - 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.
Reviewed March 19, 2018
First of all I got a call on March 12th stating I would hear from Apria in about 5 days. I didn't hear anything from them, if that weren't bad enough I receive this box just tossed on my front porch. I open it up and all supplies are there except the tubing, seriously what good is the CPAP without the tubing? Apria doesn't set up the machine for you, you're expected to muddle your way through a bunch of videos and papers to figure it out. Well fine except I watched several videos and nothing addressed calibration, nothing is said in the paperwork about calibration.
They sent me this huge face mask that will cover my nose and mouth, never once was I asked what type of mask I'd want when I really want the nasal pillows. I'm claustrophobic, that huge mask will send me into full-on panic. Of course everything was sent on Friday evening so I've been stuck having to wait until Monday to try and get this resolved, meanwhile I'm sitting here looking at the machine that can give me some relief and make my sleep better yet I can't even begin on it until this mess is sorted.
Reviewed March 17, 2018
Unbelievable company!! To say they STINK is an understatement! My doctor ordered me a cpap machine, some Chinese woman called me, couldn't understand her, told her to email the info so I could review because was trying to get me to give her my c.c. information, so I could automatically be charged for whatever she was trying to sell me. Never got the info. Called back, spoke to a Chinese guy this time, he said, "Let's see what happens," never got anything from that garbage either. 4 days later, I get a package delivered by FedEx? Called to tell them I didn't order it or authorize it, and I am still currently on hold for over 30 minutes!!! Stay clear of these fools! I wish there was an option to give them negative star ratings, because they don't deserve the 1 that I had to choose as a minimum.
Reviewed March 16, 2018
Apria Healthcare. When I call, I have to wait 30 plus minutes, My time is Valuable too. Since I have to wait soo long, who do I send the bill for my time? Then I get someone in the Philippines with a strong accent that's hard to understand. Then, their accounting is questionable at best. I can’t get answers. Why Humana does business with them or recommend them is beyond me. So, frustrating.
Reviewed March 13, 2018
I used Apria for my CPAP supplies. In July I called them to stop sending me automatic supplies. Regardless of my calls they kept sending me supplies and submitted charges to me. When I want to return the supplies, they said they don't have a record of me calling to stop the supplies and refused to take the supplies back. I had to spend weeks and more than 5 calls. Each range from 30 minutes to an hour just to keep telling the same story. Finally the local manager took the amount off my bill. Now comes the CPAP machine. I don't want to rent it anymore, they offered purchase price and I agreed to pay it. The lady said they will submit the claim to the insurance and I will pay the full amount due to high deductible. I waited for the insurance document to state what I owe and it never arrived.
I realized that because they put me in collection for non-paying and again they don't have a record of the conversation stating that they will submit the purchase price to the insurance. After another few phone calls I went to the local Apria office and paid the agreed on amount 356.67 for the remaining balance on the CPAP machine. This morning Apria calls me and said I own 440.00... and said if I disagree with the amount I have to talk a level 2 customer service. The scary part is I am sure this happens a lot with this company... I could only imagine how much they bill insurance and individuals... no wonder the price of health care is sky high. I am thinking of taking this as a class action for embezzling money from insurance and individuals.
Furthermore there is one more practice they do in terms of renting the CPAP machine that I am sure is illegal. I will have to discuss this with authorized law office. Let's say you rent the machine through insurance A. Now you changed insurance mid-year. They renew the rental agreement in a way that the new insurance is not aware that the old insurance paid some amount for the machine and they reset the payments. Scary...
Reviewed March 13, 2018
Have been using Apria for almost a year to find they have no moral values or ethics to their clients. Just discovered they were overcharging for oxygen $186.78. Resource Medical Group price $40.00 for the large tank non-portable. Forget trying to get adjustment. Over $1200 overcharge, I am disabled, on Social Security. Medicare does not pay if you suffer from cluster headaches. They would not even adjust for applicable rate Medicare allows to charge. They were slow in processing my order, over 5 days, had to drive and pick.
They said I signed a waiver which I was not told about. Was having cluster headaches on the day I went. Remember being told to sign for release of tanks, nothing mentioning waiver. Over 2 hours on the phone today, talked to 3 people, transferred to a 4th to leave a voicemail. My recommendation to anyone that has to self-pay or insurance, go to “RESOURCE MEDICAL GROUP 800-582-9596”. They were straight and honest from the start,
Reviewed March 10, 2018
If I could I would give this company a negative 10. We talked with our doctor and 5 months later, after speaking to a supervisor and them stating that our vpap was a priority delivery, now 8 months later we still have not heard from them. Avoid this company! They have terrible customer service, terrible delivery and follow through. I don’t know how they stay in business. But our insurance company is going to find out about their fraud. Charging us for supplies that aren’t delivered. Yeah, it’s time to get the insurance involved.
Reviewed March 9, 2018
First of all, a general statement is that Apria must be understaffed – personnel need training for CPAP agreements, control over document flow, and a need for better quality customer interaction. I tried to handle this with calling Apria Billing at 866-838-4762. Call wait time usually exceed 30 minutes. You are generally routed to a call center in the Philippines. Language barriers and ability to assist is an issue. Therefore, I now request to speak with the USA desk. You cannot call a USA desk directly. Also what company has a greeting that says you will have an extended wait time? Seems to be that way every day I’ve tried calling. That means you need additional resources or a better-organized staff.
Unfortunately, when I needed a replacement CPAP machine, Apria was the only choice for product due to their relationship with the doctor’s office. I say unfortunately due to the years of experience the 1st time I received a CPAP. Billing and the ordering of supplies was always challenging. When it came time for the new machine, I expressed my dislike for working with Apria. The doctor’s response was that they knew the issues but unfortunately the other suppliers weren't any better.
Deciding to give them another try, the initial agreement that was written and explained by the rep was a never-ending rental with payments ultimately totally the price of a new car. When I brought this up there was no reaction to seeing why it would be so exorbitant. After refusing the document and later calling back to get a copy of the agreement, the rep indicated a mistake was made and that the agreement period was 13 months and then you would own it. Explanation, “My bad”.
At the time of receiving the device, the rep took down payment checks. The rep wrote on the agreement that the checks were received including the check number. Three months later, the checks still have not been cashed. I initiated calls after the first two weeks indicating that they were not processed. That it may take up to 30 days to process them. What company has such a poor process to take that long? After other calls to billing with no response, the sales rep suggested that I put a stop order on the checks and reissue them. The cost per check for this was $31.00 or $62.00 total. Only catch to that is that Apria would not cover the cost. It was their mistake, but my penalty. Billing was very rude in trying to work through this.
I have tried to get return calls to discuss this. Apria did not return calls. On their website they have a contact section. 4 times over the past month I have explained the situation and have not received a reply. I spoke again with billing and said that the account was in error. The reply was that they only update the website account monthly and they do not make return calls. I asked to speak to a supervisor. I was sent to a voicemail. The first time I left a message, no reply. The second time, the voicemail would not accept messages.
Ok, I have it off my chest. Apparently it is what it is. I assume that I am not the only person receiving this type of service. If there were zero stars out of 5 I give that to Apria. I’m limited to 1 star. By the way, the equipment is very good. A big improvement over my last machine. Too bad that the doctors' staff can’t handle the product acquisition and billing. Their process is definitely better.
Reviewed March 9, 2018
I recently had Apria take $2223.00 out of my account without authorization. It's been 3 weeks now and they said it could be another 4 - 6 weeks. This is ridiculous! I believe this company should be shut down! My previous experience with them wasn't much better!
Reviewed March 9, 2018
I chose Apria Healthcare because I needed to order a breathing machine to assist with my sleep apnea. I initiated contact the beginning of February and the doctor’s office sent the needed form along with my insurance company approving order. I have made multiple attempts to contact customer service about the order and machine delivery without success. I've been put on hold for over 45 minutes with ending result of having to leave a voicemail. When I have spoken to a representative I've been told a Apria rep would call me back but I never received a returned call. This action with Apria has added additional stress along with my current health issues.
Reviewed March 8, 2018
Called to try and get equipment and after updating my info, I was told that they could not service me in any way whatsoever because I had a bill with them that was in collections; unbeknownst to me. Then I received another call from Apria, after my Dr faxed the Rx for equipment, and I was told the same thing. I guess Apria has determined that their oxygen patients should go without oxygen and die! So unprofessional the way they handle patients. Will never use them again!
Reviewed March 5, 2018
I have been ordering cushions for my CPAP and they have been charging my ins. Co. (FL. Blue) for "FACE MASK INTERFACE REPLACEMENT FOR FF MASK". This item is way more expensive than the cushions and FL. Blue has been paying them. I tried to contact the billing Dept. and the wait is close to an hour. I tried faxing them and their line is always busy. I have contacted Fl. Blue about this issue but it still occurs. Do not use this CO. for supplies.
Reviewed March 5, 2018
My insurance company approved a "purchase" for a New CPAP machine, and now 2 years later, Apria is saying it was a rental and I owe them 2 years of missed monthly rental payments. They were paid for the purchase!
Reviewed March 3, 2018
I have never dealt with a worse excuse of a business. I have some very serious health issues that require oxygen etc. My Drs have prescribed, my insurance (which I have 2 insurances both excellent) has approved but Apria has given me the runaround on EVERYTHING. Apparently their margin of profit on this product isn't great enough. Well you did the negotiating on the contract not me the patient. I now have a case manager from my insurance company helping me and we are in the process of switching companies so I can get what I need. With all the health issues I have going on I should not have to be dealing with this crap. Apria is a crappy company.
Reviewed Feb. 22, 2018
I am a Service Coordinator working with a patient who suffers from Dementia. She has both Medicaid and Medicare. I originally submitted via fax a prescription for a Hoyer Lift and Wheelchair Harness on 10/6/17. I called to follow up on the order on 11/7/17, 12/5/17, 12/20/17, 2/22/18 and on all the phone calls the representatives tell me the same thing "we are escalating the order, someone will call you back". I asked to speak with a supervisor or someone that could give me an answer and they say there is no one else I can speak to and no one returns my phone calls.
Reviewed Feb. 21, 2018
I tried to fill a prescription for a BiPAP. My primary coverage is Medicare. The prescription was presented to Apria in late October, 2017. No action by Apria through December 2017, so I filed a complaint with Medicare. I made three times weekly calls to Apria, which ended up in a call bank in the Philippines. During December, I walked in the front door of the local Apria office three times and the matter was supposedly escalated. I never received a call from Apria and neither did my doctor. Medicare contacted the Apria liaison person on January 8, 2018. The Apria liaison told Medicare that Apria had all the documentation that was needed so that Medicare could close the complaint. The BiPAP was provided on January 9, 2018.
On February 20, 2018, I received an Advanced Beneficiary Notice of Noncoverage stating that Apria was unable to obtain necessary documents to file with Medicare and that I would be billed for the BiPAP. Apria has not yet filed a claim with Medicare. The notice also indicated that if Medicare did pay, I would be able to request a refund from Apria. I was told by Medicare that the ABN is supposed to be sent BEFORE the order is filled, rather than 1-1/2 months AFTER delivery.
Apria, as far as Medicare is concerned, has to be one of the most unwieldy lumbering bureaucracies I have ever run into. The administrative side of the business is slow, inactive, ineffective, non-communicative and inert. It is perhaps one of the greatest social welfare systems to keep the incapable and inept from wandering the streets and creating a public nuisance. If you have the opportunity, take your business anywhere else. On the bright side, I was assured today that my prescription order and claim has been "escalated" for the third time, perhaps in time to satisfy the complaint I have refiled with Medicare.
Reviewed Feb. 20, 2018
When ordering Opti-Life supplies, the replacement supplies are knockoffs, don’t fit right and straps on headgears fall apart in just weeks. When I called to complain the answer was, "Too bad. So sad." Even the water chamber was wrong and after arguing with rep finally got right one sent to me. I will not use Apria again. When you are on Medicare the cheapest supplies are used.
Reviewed Feb. 18, 2018
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.
Reviewed Feb. 16, 2018
I have been receiving CPAP supplies through Apria since becoming eligible for Medicare last year, but have been using a BIPAP machine for 10 years so I have lots available for comparison. Apria outsources to India and other countries and trains reps to be polite but they have absolutely no understanding and do nothing but read from prepared scripts. I thought that ordering supplies from them was always very difficult. However, it wasn't until I was eligible for a new BIPAP machine through Medicare that my real nightmare began and still continues. It took five months, hours of phone calls each month repeatedly sending in requested information until they finally sent me a new BIPAP machine. And then the catch 22 kicked in: They wanted me to complete a compliance review within 30-90 days before sending me any needed supplies. But they only sent me one nasal pillow which is good for 14 days.
So today I had to order and pay for supplies so that I can be on the new machine long enough to complete the compliance period and get certified by my doctor. Additionally, they told me that my sleep study and face to face notes were not conducted by a Certified sleep doctor. This was completely wrong! They were looking at my General practitioner who forwarded the study and notes and not the doctor who performed the study. Also they just sent me a $2,000 BIPAP after months of confirming that I met all of the qualifications! And now they won't send the supplies needed to complete the compliance period? Absurd! And then there is the fact that I can purchase the BIPAP machine directly online for less than half the price that they have on their contract.
Reviewed Feb. 13, 2018
Worse company ever and we have HAD to use them for years. I have spent hours and I mean hours this week dealing with my husband's CPAP order. They charged my credit card but wouldn't supply an invoice, nor bill the insurance. Package shows up today NO PACKING SLIP, NO INVOICE AND ITEMS MISSING. I already spend 1 hour on the phone with them today getting passed from one person to the next. Called my insurance company MODA and they said they have had nothing but complaints recently about.
I am going to find out when I can get my husband in to see another specialist and get away from this horrible company. Customer Service is just as bad as the order processors. It is like a script they read and just keep saying the same thing. I am going to call my credit card company and start a dispute against this company. I am not paying for items they haven't shipped and I can't stand the thought of being on the phone for another hour with these idiots!
Reviewed Feb. 11, 2018
They keep telling me my order will be shipped soon and I will be sent an email to verify. Three weeks, no equipment or email to let me know it’s on its way. Supposedly shipping out of Kansas, I’m in Colorado. Three days tops plus a week for insurance paperwork to be processed. I should have had enough time to place two separate orders by now. If they verified my insurance AND have my CC no., why can’t they just ship the items immediately???
Updated on 02/21/2018: My insurance required, I use Apria to order my CPAP supplies so I called and placed an order. I called about a week later, to see if I could get a tracking number when the order was sent out. They said they would email me when it shipped and said the order would be shipped out on the 19th (a week later). I called 4-5 days later to check on the order. It had not shipped yet but was to be sent "soon?!" This is almost a month now, so I called to check on the order again. The person I spoke to said they cancelled the order due to not being able to verify the insurance, which I verified both times I called before. Now I called my insurance to call Apria themselves to ask them to send the order Apria took upon themselves to cancel. Hopefully the Insurance can get them to send my supplies (waiting on the phone right now).
Reviewed Feb. 9, 2018
Never had a good experience with Apria. Terrible customer service. Rarely anyone to speak with that can speak understandable English. Always a runaround with trying to take care of ANYTHING with them. I can't believe they are still in business. How they skate by and continue to get business is beyond me. I've never been made more angrier from dealing with a company's supposed customer service. I left them a long time ago and somehow they called me about a new order from my doctor.
I was going to give them another chance, but they screwed around with me on the phone for 20 minutes without answering a question after I returned their call. Plus, I was talking to someone who could barely speak English. I finally hung up and called my doctor to let them know that there is NO WAY I would deal with these charlatans again!!! Terrible people and a terrible company. RUN! Don't walk away from this company. It will bring you some peace while dealing with your medical problem.
Reviewed Feb. 7, 2018
On 1-23-18 I re-ordered my CPAP supplies. I asked to have them sent to another address as I was out-of-town for six weeks. The supplies did not show up, so on 2-3-18 I called and got an offshore call center based in India. The representative was polite, but his English was so poor I was unable to get a straight answer as to where the supplies were or if they had even been sent. I tried again on 2-7-18 and again got the offshore call center. I asked if they could transfer me to someone in the US as they said the supplies were shipped on 1-29-18 - a full six days after I placed the order - but could not give be a tracking number and could not even tell me where the supplies were being shipped to.
I used a couple of their other numbers and finally got a woman in the US who was snotty, and that is being generous. She said all calls for CPAP supply follow-up were offshore and was not helpful in clarifying where the supplies were, saying only they should be received at my house soon. This is the third time APRIA has either screwed up an order or mailed it to the wrong address. When I ordered my supplies in October 2017, I explained to the representative that we had just moved, gave them the new address and told them to remove the old one. Lo and behold... they mailed my supplies to the old address. They are still sitting there waiting for us to return to put the house up for sale.
The place is run so incompetently that I don't know how they stay in business. And I hate dealing with issues when offshore resources are involved. While they are polite, they rarely speak good English and there is a cultural disconnect that makes it really difficult to determine whether they even understand what one is saying. Apria is making a good profit on this stuff, the least they could do is provide good customer service. Switching providers immediately. Run the other way if your insurance tells you Apria is a provider. There are others... and I cannot believe any of them could be as poorly run as Apria!
Reviewed Feb. 7, 2018
In August of 2016, my wife received her CPAP mask and filter replacement. It was covered at 80% by Medicare, and our secondary insurer covered the remaining 20%, leaving us with no balance. In 2018, we received a bill from Apria for $20.07. They said that in 2017, the price of those items were RETROACTIVELY raised. They said we owed the difference. How can you get a bill for something when the price when we got the equipment was fully paid for, and a year later the price went up. They claimed the price was raised in 2017 for the items in 2016. IS THIS NUTS OR WHAT!!! They threatened us and said if we didn't pay they would pursue legal action. AVOID THIS COMPANY AT ALL COSTS. NEEDLESS TO SAY, we have changed CPAP supply providers. We paid under protest.
Reviewed Feb. 6, 2018
These people are pathetic! They don't update your address when new info is provided, they ship CPAP replacement products to non-existent addresses, charge you for the co-pay, then don't bother replacing all of the missed shipments. How does a company get this huge through such ineptitude?! I will pay full price for the products I need through cpap.com before ever using these idiots again. They are not worth the aggravation!
Updated review: Feb. 14, 2018
Recently I posted on Apria Healthcare and my frustrations. I shared the content of my post with the Apria Customer care national email. I never mentioned this post, so there was no pressure to help me. Since contacting them in this manner I have received help from the national office and even have the local rep's (the one who deals with the Doctors) direct line. The problems have not all gone away, but the level of service is so much better. I can give it 4 stars. It is nice when a company recognizes a problem and then acts to solve it. Kudos to the Apria team here in OKC.
Original Review: Feb. 5, 2018
A change of insurance forced me to change to Apria for my oxygen and CPAP supplies. When I was not home to answer a call they somehow got my wife's work number and began calling her at work. I put a stop to that as soon as possible. Then they started calling after 9 pm to my home. My wife is an early riser so they woke her up a couple of times. The Friday I was to get my equipment, between 1 and 5 pm, (and I sat at home waiting for the equipment) they called at 9:30, on a Friday night, to tell me I was next for delivery at 10:05 pm. I asked why no one had called to let me know they were late, the driver said it was not his fault, I should have called the office. They kept changing the schedule. I told them no chance they were coming at that hour. I asked them to call in the morning and deliver the next day. They finally called again on Sunday night, New Year's Eve at 7pm to tell me they would be there by 8 pm. Seriously people?
They insisted I have a new sleep study to get a CPAP (they would not support the one I had with supplies) so I saw the DR., got a study ordered, went to the study, found I need a BiPAP. Now because the DR is not on the Study read by a MD who signed his name, they will not supply the BiPAP. Even though I have provided a study report with both names they will not give me a BiPAP. The customer service people, when I try to speak with them, can barely speak English, they are heavily accented and they are belligerent.
When I asked to speak to a manager I was put on hold, no problem. Five minutes later I had the same service person back later telling me how she can't fix the problem and I need a new study. When I asked why I wasn't speaking to a manager she said "I am taking care of you". Again I demanded a manager and she put me on hold. I hung up 45 minutes later when the line went dead. I intend to write my health care about this horrible company. I hope they drop them asap.
Reviewed Feb. 5, 2018
Horrible experience and customer service. I had obtained a CPAP machine covered by the state assisted medical coverage I had at the time. This machine was considered a rental and not owned. My wife found employment and this put us over the allowable threshold for coverage so we were dropped. I was contacted by an Apria representative about the machine and I explained that I did not have any current coverage, could not afford the machine and would like to return the equipment. The representative had a heavy accent and communication was extremely difficult. About a week after the call I receive an invoice in the mail for the full amount of the machine.
After calling customer service, waiting on hold for 45 minutes and speaking to someone else who I could not communicate with, I was transferred to a senior manager. She informed me that as of the day of the first (and only) call from them that the rental agreement was converted to “ownership”, I could not return the rented equipment and there was nothing they could do. I tried to explain that I could not afford the cost of the machine and that the original representative who contacted me did not explain the situation correctly or give me my options clearly. I am now stuck with a $1000 bill for equipment that was considered rented until Apria decided to force me to buy it under threat of sending the account to collections.
Reviewed Feb. 2, 2018
I really feel for everyone that has to use this company. My husband is on oxygen 24x7 and we got stuck renting our equipment from Apria. We've had all of the described issues in previous reviews i.e. incorrect supplies, billing errors, harassing calls. Lucky for us there is a warehouse less than three miles from our house so when we get customer no-service over the phone we just drive there. Not lucky for them.
Last week my husband discovered mold in his internal filters and called for replacements. The wrong supplies came. He called again and confirmed that they have his equipment info and ordered supplies again. Wrong filters came again today. He called the branch office and told them that he got the wrong supplies again, and asked if he could come get the filters. They said he could. In the meantime he sees the service hours are way over on both machines. He isn't a tech, but knows this can't be a good thing.
He got to the Apria office to get his new filters and a guy comes out of the warehouse and tells him he can't have new filters. My husband has pulmonary fibrosis and cannot be breathing mold, so he says, "I will get the filters today." The young man snatched the moldy filter from my husband and wouldn't give it back. So my husband says to him, "Fine, I'll get it myself." He starts to go in the back and the young man says he's going to have him arrested. My husband said, "Good" and continues to look for better help.
In the meantime another man comes out and assists my husband who is now in the back offices. This man and the branch manager proceed to tell him it's okay to have mold in the filter. My husband disagrees with them and they did give him the new filters, and lo and behold, they realize that his machines are scheduled for service/calibration on February 12th! This is the second incident that could cause serious contraindications to his health while he awaits a lung transplant. Run far from this company! They literally just drop off oxygen equipment and wait for you to die! Oh, and of course they wouldn't return the moldy filter to him.
Reviewed Feb. 1, 2018
Today is 2/1/2018. Apria showed up 2 hrs early. I have standing instructions for 10 years now that I'm not home from 10-12. I'm at the Gym recovering from stroke and bypass. Apparently they came at 11:40 am. Leaving me a note of ''been by to service you" is not unusual. It is routine. I almost never see them even when I am home, I am sure they quietly drive up tap on the door and even if my garage is open... Car in garage, TV is blaring, they drive off. Never phone calling. They get credit for the call???
Apria has been on my crap list for a long time, mostly because of such service. I wondered could this just be me? I note the 800 # left on the call card doesn't connect me with the reschedule agent, just to customer service. Then you have to get another number and call that number to reschedule the appointment several weeks later. Hope they come after 1 pm, hope they call ahead, hope they sound their horn. This firm is in bad disrepair and service dept reminds me of the Beverly Hillbillies.
Reviewed Feb. 1, 2018
After OVER A MONTH of back and forth with Apria, I had to cancel my order. I contacted them a month ago to get a price to purchase a replacement CPAP machine. Was told I could make a one time purchase of a replacement machine. Faxed documents to them. Two weeks went by, nothing. Called and was told I had to fax them a current doctor's order. They faxed my doctor’s office and my doctor faxed them the form back. Another week went by, nothing from Apria. Called them repeatedly, was put on hold for over 30 minutes twice and hung up on twice.
Finally, after I called my insurance company to try and get this resolved, THEY were put on hold for a half-hour and finally spoke to a Apria rep, who informed me that I could NOT purchase a CPAP machine. After a month of waiting and a dozen phone calls. Asked for them to convert this rental order I didn't ask for to a purchase and was told this was not possible. Cancelled my order. These people are idiots, DO NOT DEAL WITH THEM.
Reviewed Feb. 1, 2018
Apria has the worst customer service! No one can give a clear consistent answer much less speak clear understandable English. I have tried for over a month to place an order for a hospital bed. After a month of calling them over four times to find out when the bed would be delivered. I was total 'sorry' they don't cover the bed I needed, after verify with beforehand with them they do. After being told they don't, I asked why has no one called me back, they said, “Oh sorry.” Come to find out they are trying to get approved the wrong type of bed. If they understood English that might help, but no telling. Now I have to start over again!
Reviewed Jan. 30, 2018
My husband requires oxygen 24/7 and his concentrator is faulty. We were given a 4 hour window of 10 am to 2 pm for the replacement unit, the delivery was revised to 12 noon to 4 pm, then revised again from 4:30 pm to 9:30 pm. This runaround happens every time we require service, supplies and or respond to their call for an inspection. EVERY TIME without fail. This is truly deplorable service for people who depend on the service from Apria. This company should be heavily fined or put out of business.
Reviewed Jan. 30, 2018
Diagnosed with stage 4 lung cancer and CPOD. Very difficult to breathe, especially at night, due to poor positioning when I sleep on my mattress. My oncologist, upon a visit was explained all this and suggested and prescribed me a hospital bed in that it would help me breathe by positioning my upper torso with an electronic positioning hospital bed. I called my insurance company and they offered to help me place an order thru a company called Apria Health. After countless phone calls and emails, 2 months passed by and still no bed. I was constantly told someone would contact me, but no one ever did. The reason I did not call another company is at this point I felt that I was too vested not the order process and did not want to start all over with another company. At this point I called my Insurance rep to help me get to the bottom of this.
The rep called with me on a conference and after an hour, and making sure that I was covered for the bed and that my script was sent in, it was told to me by an Apria rep that the bed would be finally sent and shipped within 7 to 15 business days. To my horror, 14 days later I called (almost 3 months have transpired) to make sure all was in order, a representative at Apria told me that “we have not been able to ship because you are not covered for a hospital bed”... I responded with, “what?? I called 14 days ago and verified with my insurance rep that I was covered”! The representative at Apria did not know how to answer me and basically told me to call Medicare. I am appalled at the way they treated me and neglected to expedite my request!! I don’t have long to live and this short time I have left, was forced suffering even more! This company should NOT be in business!
Reviewed Jan. 29, 2018
This is simply the worst company to have to deal with. No one is on the same page. They don't even have a direct contact with their branches. They won't transfer patient records to a much closer location.
Reviewed Jan. 28, 2018
They say they never received the faxes from my doctor's office. I've had my primary care doctor for almost 14 years and trust him implicitly. If they say they faxed the info to Apria they did! I need a new adjustable bed. Because of the delay I believe they caused I am still trying to sleep on a bed with broken springs. I could not believe the uncaring and nonempathetic way they treated me. Where does it stop! Fifteen years ago I got my bed within a week!
Reviewed Jan. 27, 2018
DO NOT TRUST THIS COMPANY - they will charge you FULL PRICE for an item you are renting with no warning, will do nothing to fix it, will offer no refunds, will not take the equipment back. Oh, and they took over 3 months to get a sick woman her wheelchair. This company has been the worst part about me getting sick - and that's saying a lot because I've gone through hell with my illness. I have Lyme Disease and it got so bad that I have to use a wheelchair while I'm dealing with it (I'm 32 years old). When I finally bit the bullet and decided to rent one, my company referred me to Apria. They took over 3 MONTHS to get me my wheelchair. How any company can think that someone who needs a wheelchair can go 3 months without one is awful, and should have been enough of a red flag to not continue with them.
But after many calls back and forth, and many times of them telling me they'll call me with progress only to never call me back (this happened multiple times)... they finally got me the chair. My rental agreement with my insurance co-pay was $5/month. I'm temporarily on disability so we can't afford much so that was a relief! That only lasted for a couple months though. Without warning, my co-pay jumped to $50/month. Then, without warning again, a week before Christmas, Apria (the healthcare company whose slogan is 'Thank you for being the best part about Apria') charged me for the full remaining price of the chair, over $800!!! I called immediately of course, and found out that it was because my insurance policy had changed and I forgot to call to update them. Sorry - I have Lyme, I'm bedridden, I'm in a freakin' wheelchair, and I have a million other things to deal with. I'm a sick human - can you help me fix this?
Their answer was "No. It's our new policy that if there's an issue billing insurance we bill the customer the full retail price." I finally broke down in tears after my millionth call with their customer service asking if there's anything they can do to fix this - and one kind rep said she would talk to her managers. When she came back on the line she said they can't give me a refund but they might be able to re-bill my new insurance company for a rental, and put the chair back into rental status and refund me money that way - and she was going to have to look into it more and call me back.
Two weeks later... no call. Big surprise. I called them back to get a progress update, and there was no record of that rep doing anything on my behalf. Their system doesn't even show the names of who you spoke to. Now I'm suspicious that the chair is even worth the near $1,000 that they charged me for it, because everything I see online shows the chair's value at $100-300. If you're considering Apria, take this advice from a sick and tired woman in a wheelchair - RUN!!!
Reviewed Jan. 25, 2018
THIS COMPANY IS TERRIBLE AND UNFAIR, AND UNPROFESSIONAL. I had ordered supplies from Apria Health Care and submitted to my medical sharing program, and they paid a set amount for a while until it went over the allocated amount they would pay. I then called and cancelled the receiving of the supplies and they continued to send them. After several attempts to cancel with them, they stopped sending supplies, however they continued to bill me for months. I then spoke several times with their company and seemed to get nowhere until finally a man at the company spoke at length with me and said if we made 3 more payments (which I did) then basically we would own the machine and be done with this. Well you guessed it they continued to bill us and then sent it to collections and when I called again, they had no record of our conversation. This company is terrible!!!
Reviewed Jan. 24, 2018
DO NOT USE APRIA: HORRIBLE, MISERABLE EXPERIENCE. After my insurance company, Blue Shield and GNP medical group, approved a medical device, I was informed that I would get it through Apria. Called Apria multiple times and was told they did not carry the device and would not provide it for me. On repeat calls, each time the person was rude and yelled at me saying, "I told you we will not supply that device." It took me 4 months of persistent calls to insurance, GNP and Apria, but I finally received the device.
The insurance company informed that me that per their contract with Apria, I would pay $69.99 per month for 10 months and would convert to purchase on January 13, 2018. I fulfilled my obligation and paid Apria $699.90. Now as of 1-24-18, I am receiving harassing phone calls from Apria stating that I need to pay an outstanding balance to avoid further collection efforts. Apria is not being honest and their mercenary billing tactics are unacceptable. Apria has failed to honor their contract with Blue Shield and are overbilling me. Furthermore, they are guilty of elder abuse in demanding additional money which is NOT owed to them and threatening to send me to collections.
Just a few notes regarding reviews on Apria: On the BBB site, there are 831 complaints having to do with billing and collections practices. On Consumer Affairs site, there are 912 one (1) star reviews and most comments indicate that Apria deserves a 0 star review but there was no allowance for a zero (0) review. Yelp has 174 one star reviews.
Obviously I am just one of many patients who have experienced extreme difficulty with Apria and found Apria to have consistent fraudulent billing practices. I find Apria to be the most unethical and incompetent company ever. I encourage the insurance companies to stop using Apria as a DME vendor as they are detriment to one's health.
Reviewed Jan. 23, 2018
I was self pay at the time and every week they would knock on my door saying I didn't pay and wanted the machine. I had to prove it every time. Finally I get a statement saying I'm paid in full. Over a year later I get a statement saying I owe them one more payment. They even admitted it on the phone that they saw the last statement. Then I get a letter from collections. Unfortunately we were moving back to Ohio at the time due to my father's illness and I didn't keep the last statement. Worst company ever, worst service ever and not people friendly at all!!
Reviewed Jan. 23, 2018
My experience with Apria Healthcare has been miserable. They have never given me the right information, even before they outsourced their business to India. Now it is worse. I called today to dispute a bill they said was late. I had set up all my payments to be debited automatically from my bank. They did not get the right card on the right charges, so I racked up a bill for my rental of oxygen machine. Since I thought it was taken care of I disregarded paper statements being sent to my home...until today. I am not looking at a 162$ bill instead of it being taken care of.
So, today, I wanted to put all of it on auto checking to avoid any more debit card transactions as my debit card was compromised recently. She said she could not tell me the exact charges for the CPAP supplies as they may vary, but later in the conversation she told me that I had to tell her the exact amount to be charged off the checking account. I asked her, "how can I tell you when you do not even know?" This is the kind of incompetence of Apria Healthcare. I do not recommend them. If you can buy your supplies at Ebay, you can save yourself a lot of hassle.
Reviewed Jan. 22, 2018
I had a sleep study done and the study sent information to Apria. I received a call from them that I did not need to return and said they would be in contact in a week with more of an update since they were verifying insurance. They did not call me. I contacted them in early December saying that my deductible had been hit and that I was changing insurance and would have a new one January 1st. I said I needed my service date billed before January 1st. Their rep (Daniel) agreed to this and said it would absolutely be done. He said the equipment might come a day or two after that date, but they would fix the date of service. This was not done. I was billed for January 2nd, my old insurance rejected it, and now I have a $2,670 bill compared to the $136 one that I agreed to.
I have spent hours on the phone with them trying to fix this. I have been pushed back and forth between billing and customer service, have been put on hold only for the call to drop on their end, and have been hung up on. They keep getting my new insurance and trying to bill it rather than fix their mistake. Their reps have verified notes in the system saying I stressed billing before January 1st for the reasons I stated above and that their rep told me it would be done. They keep saying that even though they see that note and acknowledge the promise, since it was delivered on January 2nd, they can do nothing. I now have a much larger bill. I asked to speak to a supervisor who wasn't available and never called me back as promised. They are essentially refusing to fix their own mistake.
Reviewed Jan. 17, 2018
Do NOT deal with this company and especially do NOT give them your credit or debit card information. These people incorrectly billed my CPAP rental causing me to have to pay 560.00 more than what I was supposed to. They should have billed 4 months rental and the 5th month would be a buyout by the insurance company which should have been in January 2017. They continued billing through July 2017 which the insurance company applied to my deductible leaving the unpaid balances for ME to pay.
Their customer service is a joke. Your call goes overseas to someone you can barely understand. You ask to speak to someone in the US and you're on hold for 20 minutes then disconnected. When you finally do get through, they will not put you through to a supervisor and they turn you over to collections while you're trying to get the billing straightened out. I finally gave up and paid their bill and the collections bill to keep them from damaging my credit. They have over 900 complaints here and just had to pay about 750,000.00 in restitution and fines for fraudulently billing Medicare and patients simultaneously - see BBB. They cheat people constantly and I don't know how they are even still in business.
Reviewed Jan. 16, 2018
First, there’s nothing more helpless feeling than needing oxygen and not being able to get a person on the phone from Apria. I got 4 menus and then got sent back to the 1st menu. None of their Menu applied but I think they do that on purpose so they don’t have to hire anyone to take calls. It’s all too obvious that Apria is all about the money but nothing about patients. They wanted $250.00 for a walk test that takes about 1 minute that the doc did for free...but Apria won’t rent their machine until you do “their” walk test and fork out the $250.00. My doc has nothing but bad things to say about Apria and is switching me to a good Oxygen supplier when the time is right (you know what I mean). I would never recommend Apria for Oxygen services even to my worst enemy. Oh...and good luck EVER getting them on the phone. They don’t do phones, they only do $$$.
Reviewed Jan. 15, 2018
This company is involved in scheme to scam ordinary people of their hard earned money in their times of need for medical attention and should be shut down completely. I've tried in earnest resolving a return on my CPAP machine due to the fact that I lost my job and insurance over 6 months which caused my account to be converted, according to Apria, to a sale instead of rental without notifying me. Apria claims it is the patient responsibility to do so, yet they have no problem converting rental accounts to a sale and billing patients full price for something I no longer use today. When I requested a return the billing rep. refused due to the fact that it has been only 2 days over 30 days since the decision, which I was not involved or notified of, was taken by the company to turn my agreement from a rental agreement to sale.
When I requested to speak with a supervisor for billing the rep. hung-up the phone instead of transferring me to one and I have not been able to contact one back due to long wait time. It took them 3 and 1/2 week to issue the billing from the date they converted the rental agreement to a sale which caused the mail to come late past my 30 days grace period. Yet I'm still unable to return the machine and credit my account. This is a legal robbery of medical patients who are in need of medical equipment to make their lives better, instead Apria chooses to practice deception and false advertising about their great product and customer service and wrongly scam ordinary people of their hard earned money. Stay away from this company.
Reviewed Jan. 11, 2018
Apria calls late Tuesday and leaves message, "If you don't call back before end of office hours you will receive your supplies at the next scheduled date". I was in Los Angeles at Kaiser Healthcare hospital with my handicapped special son Monday through Wednesday. I called back Thursday as we arrived home late on Wednesday. I was told by Nick, Mick, he mumbled his name as Apria employees always do. He said I would not get a delivery until March. Now I was not happy as calling Apria led to many dead ends and seemingly endless automatic disconnections which wasted 45 minutes of my day. I told him that I only had three tanks left, your next delivery is in March. He decided he would transfer me. I was transferred to a recording that if you choose oxygen you get another recording and then disconnected. I chose something which had nothing to do with oxygen.
The woman, named Sidney? It was mumbled, SOP for Apria, finally agreed to give me oxygen on Monday. It took four times before she would give me a date. I have fallen for the 'Monday' before. As in, yes, it will be delivered on a Monday, a Monday at our convenience, not next Monday, but some Monday within the next few weeks. So my wife and I had plans for tomorrow. A nurse was going to watch our 24/7 care son so we could have a date. Yes, we still do that. It is important when you have special handicapped children to be able to be together and have fun together. A chance to relax.
And to the theft. I received a piece of equipment to relieve my compressed neck joints late in 2016. I provided a cashiers check to Apria's Rancho Cucamonga office. I was told "it is not Apria's policy to provide receipts", imagine that. They deposited, or cashed the check in February 2017. I had been receiving threatening phone calls before February, weekly after they reconciled it for months, and I have recently received another one, it is 2018 now. I also got a call from their collection agency which looked into it and left me alone then. I sent Apria documents that showed they had reconciled the check. Apria has continued to harass and threaten me and my family's finances and well being.
Now you may ask why am I still using Apria? I have Kaiser Permanente and I am not allowed a choice. I would provide an order number but Apria will quite often deliver and leave without even leaving a receipt. The only order number is what they have, as they try to only use recordings, this way they can deny service automatically. For some reason they keep saying I can only use 2 LPM of oxygen. My prescription is 2 ~ 4 LPM. I guess this is another way to shortchange customers.
And when they want to calibrate your equipment watch them. Ask for the calibration date. They will show you their phone. When you try to look at it they will pull it away. Use your video recorder to watch them at all times. Record all messages, phone calls, and when the deliveryman is at your home. Remember, if you take them to court they will continue to postpone the court date. You are one of their oxygen customers. It will be likely that you will expire before the case ever sees court. The only thing which will be accomplished is that you will have spent on lawyers and case related items money that your family will need when you have passed on. If an attorney contacts me please leave a message and I will return the call. Apria calls and harasses us so much that if we do not recognize the number we will not answer.
Reviewed Jan. 11, 2018
My husband received a CPAP machine from them and used it for one month. When he went to return it, he was told our insurance had already paid for it so he should just keep it. Almost a year later we received a bill for $72.00 telling us it was overdue and we were going to be sent to collections. I called and was told eventually (after an hour) that it was a mistake and that they would fix it and remove the amount due. Please note they have also been billing my insurance.
A few months later we received another bill for $72.00. After about 2 hours I received the same explanation. I asked for a letter stating this was an error since I was afraid I would be sent to collections if it wasn't truly cleared up. They told me they could not do that. Now a month later I have received another past due notice for $72.00. I tried calling again and was hung up on after 30 min on hold and am holding again. DO NOT get involved with this company. You will be dealing with issues like this for eternity if you do. (I had to give at least one star in order to submit my review).
Reviewed Jan. 11, 2018
As others have described, this company wants your money and has no interest in correcting a problem. I have used a CPAP machine for over 8 years. In 11/2017 my pulmonologist prescribed a new CPAP machine. No one asked what CPAP head gear and nose pillows I use; both were just sent to me, a resupply order sent a week later and none of them what I use. After a telephone call the correct head gear was sent to me but again the incorrect nasal pillows. Three times I have called to ask how to return the supplies. Three times I have received a different version of the process and none of them have resulted in me being able to return the supplies.
Between my insurance, my flexible spending account and my own pocket, I ended 2017 having paid for the machine & supplies (that I don't use)... or so I believed. January 2, 2018, Apria presented a charge to my Health Reimbursement Account (HRA) which has been paid but now that I know about it, it is being contested. I have not authorized Apria to request any HRA payment for 2018. Thus, per IRS guidelines, it is a fraudulent charge as Apria is attempting to be paid for 2017 charges from 2018 funds. Because I have requested a copy of all charges and debits on my account but have not received it, I have no idea if the 1/2/18 is even valid!
Reviewed Jan. 9, 2018
Bad Data. I agree with many of the statements of other bloggers. Staff that give you your machine and mask are usually very young and indifferent to helping you get a good fit. Most masks are made to fit men, making them uncomfortable for women. They're also expensive beyond their manufacturing cost which is about 50 cents. In addition the data we get from our CPAP sessions is flawed. What we're given is a simple math calculation. Number of incidents divided by number of hours of use gives an average of incidents. However, this is not a true picture of what actually happens hour to hour in your sleep cycle. If you use your Cpap for 8 hours you might get a score of 8 episodes per. If you lower use to four hours, your average score goes up to 16 episodes per hour because the divider (hours) is smaller.
Also, as an insomniac, I'm wide awake at least 3 hours in the time I'm using the CPAP, that artificially lowers my average score. You are probably incurring higher scores in some hours of your sleep cycle. Do you see the inaccuracies you’re being given? Better data would be to have a chart that gives you the actual number of incidents in every hour of use so you can see your pattern. Also we need to know how many incidents are an apnea and how man makes them looks so much better to their clients. Good luck to us all.
Reviewed Jan. 9, 2018
An order for a medical device was sent in Dec 13th 2017. It is now Jan 9th, 2018. After four self initiated calls, I still have no equipment. Reasons include "busy, it's Christmas", "don't know what happened but let me take your notes down", and other non-useful responses. Proof is in the results. When calling got continually looped into the circle of Press 1 if this, Press 2 if that, etc. Then person on phone has to ask SAME ? over again (HIPAA). Bottom line - no service. Problem not fixed. Necessary equipment never received. Had to buy my own DME equipment. DO NOT USE THIS COMPANY. Unfortunately I deal with them for OAS supplies and am going to try and figure out how to separate from them and go with another company.
Reviewed Jan. 2, 2018
They will bill you and not the insurance or bill both and take from both. You can't teach a human. They will overcharge and when you return equipment they will continue to bill. They should be sued for stealing and dishonesty. They are not a good honest company.
Reviewed Dec. 31, 2017
The ONLY reason I gave this company one star was because I had to put something in order to write this review, they are not even worth one star! This company gave me the runaround for days, empty promises that they would try and push through a machine for me. Since my deductible has been met this year, Urgent and Escalate is what they kept saying and still no machine OR phone calls they promised to me never happened, I had to call them every time and got told different lies each time, and at the end, I have no machine, and now was told I could not get the machine until I took a class. AVOID this company at all cost!!! TERRIBLE TERRIBLE TERRIBLE company!!!
Reviewed Dec. 30, 2017
The three times I've had to order CPAP supplies, I dread it because it has taken between 2-5 months & 20-30 phone calls to get things moving. Apria does NO legwork to advance an order. If they didn't get a doc's authorization, the process stops until the PT calls to get the doc to write an Auth. If the insurance company fails to respond, the order stops until the insurance company is called by the PT.
Then today, I discovered that Apria automatically debited my credit card on file for $426.49 when the insurance company declined auth on something from an order 10 months ago, so instead of having a Dept in Apria work for the PT, they are solely money driven. For 3 CPAP masks, they charged the insurance co $600-some, the insurance co settles on a contracted amt of $400-something, then the PT pays 20% of that. Their products are marked up 500% over what they should be priced. My mission is to have my hospital stop using this DME as the only referral option. It's highway robbery!!!
Reviewed Dec. 28, 2017
I was receiving excessive shipments of CPAP supplies and wanted to return my last shipment. I waited for the bill from CareCentrix, which took over a month, to see what my insurance paid (zero). I called CareCentrix for a return authorization (RA) and they transferred me to Apria. No surprise, the call went overseas. They wouldn't give me a RA stating it had been over 30 days, even though the box had not been opened. I asked to speak with a supervisor and was told they didn't have any supervisors. I was not satisfied with that answer so I called the local Apria office off Middlebrook Pike (or so I thought) but my call was sent overseas again.
I told the person on the phone the situation and he said he would send me an RA in the mail. I waited for about a week and it never came. So I decided to take my package to the local Apria office and he told me under no circumstances were they allowed to take returns after 30 days... again, the box was not opened. He proceeded to open the box, guaranteeing I could never return it. I'm paying the $300.00+ but I'm not happy. I want others to be aware.
Reviewed Dec. 27, 2017
CareCentrix and Cigna were instrumental in establishing a TELECON with Apria to support a new C-PAP machine because mine was broken. The issue was escalated in Apria but there is no current status for the machine and I have been passed from customer service to customer service in Apria. Now I have been disconnected with no help in sight. I have since cancelled the order and will pay for this foolish thing myself to make sure I get it. Tough to breathe when you become adapted to the machine.
Reviewed Dec. 26, 2017
I have been on the phone back and forth w/ Apria for 3 1/2 hours to find out about a replacement of the entire oxygen unit. The delivery was reset for today in the a.m. and I started calling at Noon. I checked the automated line and my phone numbers were not listed for delivery today. I first reported this problem on December 24, 2017 in which the rep told me that I would still receive delivery and I definitely knew better than to believe that because of an issue from December 1, 2017 delivery. On December 1, 2017 the bottom portion of the unit was replaced and then it malfunction on December 2, 2017 at 4:00 a.m. I called to report the problem to the overnight dept.
I started calling again at 8:00 a.m. and was informed that no order had been placed. I then in turn gave the rep all the information all over again and waited up until 11:39 p.m. for the delivery after calling every hour on the hour. The delivery person inputted in the system that he came by my house at 4:30 pm and I was on the phone with the rep. at 4:56 pm to inquiry about said delivery. He lied and then after finally getting a competent individual who heard my frustration called the dispatch dept. and told him to never schedule an emergency appointment for the next day and that the ordinal order should have stayed in place. Now, here it is two (2) weeks later and the unit has malfunctioned again.
Reviewed Dec. 23, 2017
I placed an order for CPAP supplies on 11/28/17 and faxed my Rx for verification. They seemed helpful. Someone called me a while later to confirm an order for a CPAP machine, which I never placed but which was listed on my prescription. I canceled that attempted order, and was told the supplies would still come in 7-10 days. It is now 12/23/17 and still no supplies. I called and they told me they were waiting for the fax with my prescription, and that I would need to call back in an hour after they reboot their system if I wanted to find out what the order number or status is. Sorry...placing my order elsewhere because I ran out of patience with the idiotic mishandling of my account.