Apria Healthcare Reviews

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.

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.

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.

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!!

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!!!

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.

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!!!

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.

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.

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 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.

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.

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.

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.

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!

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.

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???

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.

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.

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.

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.

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.

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.

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.

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.

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.

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).

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).

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.

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.

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.

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.

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.

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.

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.

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.

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!

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 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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

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 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.

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!!!

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!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

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.

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!

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.

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!

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.

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.

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.

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.

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.

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.

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.

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???

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.

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.

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.

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!

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.

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.

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.

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???

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.

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!

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.

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.

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.

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!

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.

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!!!

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.

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!!

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.

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.

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.

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 $$$.

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.

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.

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.

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.

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.

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.

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.

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!!!

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.

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.

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.

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 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.