ComplaintsforApria

• Initial Complaint

  07/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Apria rushed me into a contract over the phone for CPAP equipment, locking me into what I was told was a 6-month rent-to-own contract. After 6 months, still being charged the rental fee, I spent literally 2 months trying to get a response from their billing department, and ended up having to file a complaint with the BBB to get a response. Their customer service is non-existent, and they are clearly only after squeezing as much cash as they can out of people who are desperate. Apparently the contract was 12 months rent-to-own, despite what I was told (which I would never have agreed to, if this had been accurately represented up front). I have this information in writing from someone on their executive team now. Guess what? It is now month 13, and I am still getting charged the rental fee. I am still unable to reach anyone or get a response from their billing department. This is completely and utterly beyond unacceptable. I cannot delete my credit card information from their ePay website, and I am still getting sent a bill.

  

  Business response

  07/30/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the contract for the rental equipment received is 12 months and stopped billing on 6.14.24, the statement you received is for the June date of service. Due to the issues you have encountered as a courtesy we are adjusting off the open balance of $52.02 which will leave the account with a current balance $0.00. We do sincerely apologize for the frustration you have endured.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer response

  07/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. However, I have confirmation from the payment portal that the June payment was made, so there was no balance to be closed out as a "courtesy." 
  
  
  

  Regards,

  *********************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Saw my doctor in Nov. 2023; she prescribed me a CPAP machine from Apria. I was told it would be covered by insurance. In Jan. 2024, I received a bill from Apria for $360.78. I paid it thinking it was my portion of charges not covered by insurance. The bill stated Your insurance has been billed. This is the amount you owe. and Has my insurance been billed? Yes. In ************ 2024, I received two more bills from Apria and began to question why I was receiving more bills after already having paid them. Both bills state Your insurance has been billed. This is the amount you owe. and Has my insurance been billed? Yes. When I called Apria, I was notified for the FIRST time that the machine was not covered by my insurance at all. They also stated they put me on a rental plan for the machine, without ever informing me or having me agree or sign any document/contract. I stated I was never told and don't agree to this and wanted to return the machine. The rep stated that once the machine was returned, my account would be zeroed out.In May 2024, I returned the machine without ever having used it (brand new). Despite this, I am still receiving bills. I have called Apria numerous times to speak to a rep but no rep has been willing to assist me. I spoke to a local office and was told a general manager would call me and they never did. This company is so unprofessional and fraudulent. They prey on patients and don't make necessary disclosures. I refuse to pay Apria more money when I dont even have the machine in my possession and their overall lack of transparency. I demand they (1) clear or zero out all balances from my account and (2) return my rental money/payments already paid when I never agreed to renting this machine. In addition to seeking legal recourse, I reserve the right to complain to appropriate state and federal agencies, including the attorney general, in the event Apria continues to fail to address my concerns.

  

  Business response

  07/29/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that you received a cpap and supplies on December 27, 2023. The machine was a ten-month rental which is based on the contract agreement with Apria and your insurance. Due to the machine being a rental, it bills as long as you have it in your possession.Your insurance applied deductible in which claims came back as patient responsibility after return of equipment. However, there is no signed sales and rental agreement on file, therefore we have reversed all payments made in the amount of $421.59 to refund you and adjusted all invoices. We believe all appropriate steps have been taken to resolve this matter and apologize for the inconvenience.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  Sincerely,
  Apria Healthcare LLC

  Customer response

  07/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apria is an awful company that has consistently screwed up my CPAP resupply orders no matter how much time I spend on the phone trying to correct the problem with one of their associates. I can't tell if it's just incompetence, an utter lack of caring for their customers and their customers health, or some sort of insurance scam but whenever I try to get someone on the phone at the management level to address the issue the associates have been trained to just boot me right back into the automated phone system. I currently have two items here at my house that I can't use and that Apria has billed my insurance for. I was told that these items would be picked up and that the correct item would be sent to me, neither of those things have happened.

  

  Business response

  07/24/2024

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the National Sleep Resupply team apologizes for the delay in processing. Your correct supplies are considered special order and will take additional time to arrive to you; you should receive your order within the next 4-6 weeks. We apologize for any frustration this may have caused.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This is nothing more than a pathetic pat response that further indicates how little Apria cares for its patients. They haven't addressed why none of the agents I talked to let me know that this supply was a "special order" item that would take longer to arrive and instead just went ahead and sent me a wrong item that they could bill my insurance for. They haven't addressed the unfulfilled promise of the last agent I discussed this issue with that she would arrange to have the wrong item picked up and the correct item delivered, a conversation that took place weeks ago and again, no mention of this being a "special order" item. They haven't addressed the issue of not being able to discuss a troubling issue like this with an Apria employee who's more adept and qualified to deal with such situations and instead having the agents just loop me back into the aggravating automated phone system to keep me running in circles with nothing getting resolved. What an awful way for Apria to treat a patient.

  Regards,
  
  ***********************

  
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with their customers service and nobody can tell when they are going to send right mask . I am supposed to get new one every month last time when I got one was when I went to their local **************** / Warehouse back in April. In June replacement mask was delivered to wrong address and wrong mask too. I went local office in ******* was put on phone with customer service and told we will send out correct one and send email to return wrong one . Today head gear was delivered and it was wrong one again . I went to ********* office and nice lady behind desk tried to help spoke to refill department said they would work on it still no mask for my CPAP . My machine is not working because.my mask needs to be changed and health is being effected . I need CPAP supplies the correct one ASPA .

  

  Business response

  07/24/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the National Sleep Resupply team apologizes for the delay in processing. Your correct supplies have been processed and were shipped to you on July 22nd. We apologize for any frustration this has caused.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've had Apria for two years never had a problem with billing on my oxygen, concentrator or portable oxygen. July of 2023, I recvd a CPAP machine. I've paid every month on my account. NEVER missed a payment, I have all the payments and proof, they were applied or cashed. I started having billing issues a few months ago. When I called, they kept telling me, I was three months behind, this is not possible, regardless of me asking them to recheck this. I was told sometimes it takes a month to apply the payment ? I couldn't understand that. As, I do understand it's a month delayed billing, they have received all my payments, and refuse to listen to me and tell me why they are trying to collect money I've already paid. It's disturbing, these humans are like robots and it seems, they just run on a script, rather then try to find and adjust the problem. My insurance called them, in less then two weeks we were given 3 different amounts, they claim is owed. My cpap will be paid after the August payment and I will own it free and clear. I DO NOT want continued problems with them telling me I owe. I've checked my bank records and their billing several times and have asked them to do the same. They continue to tell me, I'm three months behind. I'd like this resolved, before I change suppliers. I want no issues with my cpap machine or constantly being contacted for pays I don't owe

  

  Business response

  07/24/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that we have prepared a statement and we have mailed to your home address, it includes dates of service from 7.18.23 to 7.18.24 and includes all your current rental equipment as well as supplies received on 7.18.23. A copy of this statement has also been placed in your file in case you should have any questions once you receive. We do sincerely apologize for any frustration you may have encountered.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Reason being. This is the response I get from them all the time. It doesn't show my payments and resolves nothing.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Apria Healthcare, is a 1.6 billion dollar company which operates a medical device rental company for 2 million patients annually. I've been renting a medical device from ********************** since March 2023, and I began renting with them with the understanding that the $1,124.61 cost of my device was to be paid off with monthly installments paid by myself, and with a small portion paid by my insurance (<25%). For a while, my insurance was paying a small fraction of my monthly installments, but when I lost insurance, Apria Healthcare became very eager to get a new insurance provider on record and called me multiple times to collect that information. At that time I was not informed of the impacts of giving them this information, but I held off. When I investigated how adding a new insurance provider would affect the remaining balance for the device, I was shocked to discover that a change of insurance would cause the entire balance to reset. Even though I had paid Apria directly for a majority of the installments on the device, the remaining balance would reset with a change of insurance, and I would owe those payments all over again. This business practice is unfair because they are not using insurance as it is intended: a financial tool to supplement healthcare costs. Instead, they exploit the insurance rate negotiation process to reset the amount required to pay down the cost of the device, despite the customer having paid a majority of each monthly installment, with only a small supplement paid by insurance. If they have negotiated a price for the device with my first ******************** company, then they have already established its fair market value. They then offer to sell the device to me directly by subtracting the installments paid by me and my first insurance provider from this negotiated rate. To omit paid installments to the remaining balance when I add a new insurance provider seems fraudulent.

  

  Business response

  07/23/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the contract for your previous insurance was a 10-month rental, eight payments were received when you moved the equipment was transferred to your new office that would be servicing you based on your address. Apria attempted to get the new insurance and you declined to provide, Apria is entitled to receive the full payment for the rental equipment that was provided. Apria was not able to obtain the new insurance and the representative added self-pay and the rental started over. As a courtesy we have adjusted off the February through July 2024 and will adjust down the January date of service to $80.20 which is equal to the two payments not paid by the previous insurance. We have also converted the equipment to purchase and now belongs to you. When insurance changes the new insurance does not know and the provider has no way to inform the new insurance that the equipment was rented previously by another insurance, billing to the new insurance is only done IF the equipment has not met purchase price and the rental starts over.     
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for a medical device my doctor prescribed and put it on my FSA card. I have begged Apria for an itemized receipt and they continue to promise but will not deliver. I need an itemized receipt for $130.46 and while i have asked repeatedly they will not respond. This should be standard practice for a medical device, and is the law in my state (**********). Their website also seems to be malfunctioning so I can't access my account or register one. I am not sure what else to do, I just need the receipt and I do not want Apria charging the card i gave them for montly payments.

  

  Business response

  07/18/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that as of today 7.18.24 that the payment made on 7.12.24 has not posted to your Apria account, payments can take 7-10 business days to process and post to your account.  We realize that the charge may have already been posted to your credit card, payments are processed and posted to your Apria account by PNC Bank. Since you are new to Apria and just received your equipment on 7.12.24 that is why you are unable to create an account on the online bill/EPAY system, you must wait 30 days to create an account   ********************** provides a billing statement whenever there is an open balance on the account,in the future please call ************ and request a flex statement as these are not created automatically and are individually prepared & provided per patient request. We found one request for the itemized receipt and that was on 7.16.24 just 4 days after you received your equipment, a flex statement cannot be prepared till your payment post to your account once it has posted a flex statement (which is approved by most HSA/FSAs) will be prepared and mailed to the address we have on file. We have also removed the credit card that you had on file to avoid it being used for any monthly charges.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer response

  07/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  Apria should make this policy and process clear. It is irregular and not listed on their website or materials, and given this is a medical device this should be considered a standard request.

  Regards,

  *******************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Oxlife Liberty portable oxygen concentrator for my father on 6/26/24. The product arrived on 7/6/24. When we opened the box, the product was extremely heavy, too much for my very ill and weak father to carry. This was the alternative device to what I had originally ordered (Inogen G4 Portable oxygen concentrator) on 6/21/24. After not receiving that product, I contacted the company who informed me the item was on backorder. They recommended the Oxlife product as a comparable machine, including the compact size and light weight of the Inogen model. It is not at all comparable. My 85 year old father is dependent on oxygen therapy around-the-clock and this issue has caused him a significant amount of stress. He is on a fixed income and cannot afford to purchase a new machine until the poor replacement, Oxlife is refunded.The company has not responded to my request for a refund. I have submitted the online return form multiple times, tried calling multiple times. used the "live" chat multiple times and emailed the company. It is virtually impossible to speak to a live agent. The unit was never used and all of the original packaging is intact. Any support you could provide in assisting us in getting this product returned and refund issue would be greatly appreciated. Thank you in advance for any guidance with this issue.

  

  Business response

  07/22/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that return was approved & instructions were provided to customer on Tuesday, July 16th.
  
  At ************************** customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three weeks ago, I called apria to get a new mask because the current mask was creating a pressure wound on my mother's nose. She has just had surgery and was receiving radiation. She could not wear her CPAP mask because of the pressure wound. It was critical that she get a new mask to ensure she was getting proper oxygen at night. A respiratory therapist stated that she needed a new mask -- either a Resmed F30 small or a resmed f40 medium cushion with standard headgear. I called and spoke with a manager who approved an override to send the mask in 10 business days or less IT HAS BEEN OVER THREE WEEKS AND the new MASK AND HEADGEAR HAS BEEN SENT. Instead some incompetent employee sent the OLD headgear.I called again last week and spoke to the same manager. She apologized for the error and stated that I would receive the new mask and headger within the week IT IS A WEEK LATER AND NOTHING HAS BEEN SENT I AM FILING A FORMAL COMPLAINT WITH ******** I SPENT 45 MINTUES ON HOLD THIS MORNING AND ANOTHER INCO,MPETENT APRIA EMPOLYEE HUNG UP ON THE CALL. i ASKED FOR THE MANAGER -- shian sdilwo1 *********** 2,1 apria ID escalation team apria, shian approved f30 AND SHE REFUSED TO TRANSFER ME. INSTEAD SHE DISCONNECT THE CALL THIS IS A MATTER OF LIFE AND DEATH. IT HAS BEEN TWO MONTHS THAT MY 92 YEAR OLD MOTHER HAS NOT BEEN ABLE TO WEAR HER CPAP MACHINE I called a week ago and again spoke to the same manager. S

  

  Business response

  07/16/2024

  Thank you for taking the time to bring your concerns to our attention. Unfortunately, we need your mother's information in order to investigate and address your concern. Please provide your mother's name and address, date of birth or her Apria account number. Thank you for your assistance.

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  No resolution was offered

  Name is ***********************

  04-02-1932

   

  ****************************;  94501

   

  We were never given an apria acct number

  
  Regards,
  
  ***********************

  
  

  

  Business response

  07/24/2024

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the National Sleep Resupply team apologizes for the delay in processing. Your correct supplies have been processed were shipped on July 22nd via GSO (tracking# ****************).  We apologize for any frustration this has caused.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I spoke to ***** earlier this week.  She said we should have the supplies by yesterday.  No supplies have been received

  It has been SIX WEEKS
  
  Regards,
  
  ***********************

  
  

  Customer response

  07/26/2024

  It has been SIX WEEKS.

  ***** told me that we would receive the headgear and supplies on  Weds July 24.  Even tho she told me it was expedited two weeks ago, it was never sent!!!!

  There are two shipments.  NEITHER HAVE been received as of July 26.

  One of them has not even been received by **** --see below.   It has been stuck in ****** for over two days.  **** has not received the item.  We are in **********!

   

  WHAT IS WRONG WITH APRIA? 

  A 92 YEAR OLD WOMAN WHO IS UNDERGOING RADIATION TREATMENT (HEAD AND NECK) HAS NOT BEEN ABLE TO USE HER CPAP MACHINE FOR FOUR MONTHS BECAUSE IT CREATES PRESSURE WOUNDs.  

  WHAT IS WRONG WITH APRIA???????  This needs to be overnighted NOW

   

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  Business response

  08/01/2024

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the National Sleep Resupply team apologizes for the delay in processing. The first order was shipped via **** (tracking# **************************) and the second order was shipped via GLS (tracking# ****************).
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I thank the BBB for their assistance with this matter.  I did finally receive the mask ONE MONTH after the original date that Apria told me I would receive it.  This is for a 92 year old who had major surgery on her mouth and has not been able to use her CPAP for FOUR MONTHS.  How can a company do this to a 92 year old who had major surgery and just spent 6 weeks in radiation?

  This is not a company that cares
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  07/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  First issue: On June 12, 2024, Apria sent me a CPAP device but included the wrong hose. I called them immediately to notify them of the issue and they said that they would send the correct hose within 10 business days. It's been over one month and despite numerous calls to Apria and their promises that the correct hose is being processed, I have never received it. Second issue: Apria has been autoshipping my supplies to my home for several years. They recently shipped an order on July 8, 2024. I did not receive this order. On July 13, 2024, I called to inquire and was given a tracking number (**************************) that shows that it was delivered to their own office on July 12, 2024. Apria delivered my supplies to another office of Apria!!! The level of incompetence is astounding. When I asked to speak with a supervisor, I was told that none was available and that I would receive a call from a supervisor. I never did. I no longer thing Apria is a company that I want to do business with and it is time to move on.

  

  Business response

  07/24/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, due to the change in the unit, the wrong tubing was supplied. Apria has updated our records and sent you the correct supplies. We apologize for any frustration this has caused you.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer response

  07/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩