Complaints

This profile includes complaints for Apria's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Apria

  7353 Company Dr Indianapolis, IN 46237-9274

• 

  Apria

  125 John Roberts Rd, Ste 19A South Portland, ME 04106

• 

  Apria

  37 Commerce Ave Ste 2 South Burlington, VT 05403

• 

  Apria Healthcare

  40 Sebethe Dr Cromwell, CT 06416

• 

  Apria

  744 Ulster Avenue Eddyville, NY 12401

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint for unethical billing practices, lack of transparency, and failure to resolve a significant issue despite multiple escalations.I was provided with a CPAP device, and I have a recorded phone call with an Apria representative clearly stating when my final payment would be for the device. At that time, I was told I had completed my financial responsibility and that the device would be mine.However, after my insurance changed, Apria claimed that I now owed the full cost of the unit again, as if my previous payments never occurred. To make matters worse, past statements from my account that showed my completed payments disappeared, and Apria has not restored them despite my repeated requests.I spent hours on phone, calmly explaining that its not right to charge me twice for the same unit, especially after confirming with their team that I had fulfilled my payment obligations. I asked for my previous statements, and although they promised to send, I never received anything.Apria has done nothing to resolve this issue, and Im left taken advantage of and stuck because I need my ******* is heartbreaking that Apria is one of the few sources patients can rely on for CPAP equipment. Many users are elderly, on fixed incomes, or unable to navigate the complexities of insurance and billing. It is deeply unethical to take advantage of people who depend on this equipment for their health and ************ I am also expected to pay out of pocketa practice that feels not only wrong but fraudulent.The lack of compassion in an industry that exists to support health is unacceptable. I am seeking a full resolution:Restoring and sending me the missing billing statements immediately Acknowledging and applying all my prior payments Stopping any additional billing or collections related to this device as I have already paid I hope BBB can help Apria become accountable, protecting others from a similar situation.******* *****

  

  Business Response

  Date: 05/09/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that when you were provided with the rental equipment on 5.14.24 the initial insurance was in effect and 2 payments were received, new insurance started 7.1.24 and 3 payments were received from that insurance and currently your new insurance became effective 1.1.25 but Apria was not notified until March, Apria billed March & April and 1 payment has been received thus far. The business rule for the 1st and 2nd insurance is a 10-month rental then equipment converts to sale, the new insurance rents for 9 months, Apria has received a total of 6 payments and the purchase price has not been met. We have reviewed the comments regarding conversations with customer service and customer service has attempted to advise you of how many payments have been received and that the purchase price was not met with your initial insurance or the second insurance since receiving the equipment and that is why your new insurance is being billed. We did not find comments from a conversation where you were advised that you had met your financial responsibility for the rental equipment. As a courtesy we will convert the equipment to purchase once the equipment is billed in June, which will equal the business rule for your current insurance. We have noted this in your account.
  At **********************, 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 Answer

  Date: 05/09/2025

  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 as long as they mark it a purchased in June and no longer bill me for the unit! I am also very concerned they still never provided me with the statements from before this year and refuse to do so but I really would just like to be done with them so this resolution will do for now just wish they would have sent me my bills.
  
  
  

  Regards,

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

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am diagnosed with sleep apnea and receive my supplies from Apria which are pjs for my insurance. Im sept oct of 2024 Apria started sent me a bill 1st for supplies then for the machine with two seperate amounts that did not correspond one was ****** for supplies the other was over 1 thousand dollars. When I called them they stated I had already been sent to collections and halted all supply orders. After several phone calls and long hours on the phone between my insurance company and Apria my insurance company informed me that **** had not received these bills and had verification **** had paid for the machine. On December 20 and 23, 2024 I paid a total of ****** to Apria *********** my insurance company asked me to not make anymore payments due to their plan to file a grievance. I was told that Apria is supposed to send bills directly to them. And that was not reflected in ther records Since that time I have started to recieved supplies and when I look at my Apria account there is no records of the ****** I paid or any refund. When I called **** said they saw the amount in my account history but that it could not be refunded because it was I paid to collections. I am thoroughly frustrated and I am ata a loss of what to do. Apria has bamboozled me, sent me to collections and kept my money even after being paid by my insurance company

  

  Business Response

  Date: 04/23/2025

  manager confirmed that as per conversation with a representative that the balances were recalled from the outside ***************** in January, and that your payment was posted in the system to those balance in error. As discussed with the representative on 4/17/2025, a refund request for the $349.52 was initiated. The refund check request is in process and can take ***** days for processing.
  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

  Date:04/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was diagnosed with sleep apnea in November 2024 and rented a **** machine through Apria. I only used the **** machine for a week because I needed a different mask. I called and spoke with *** several times to try to get a different mask. Apria failed to deliver a different mask, but continued to bill me for a **** machine that I could not use. After waiting for 2 months for the mask delivery, I decided to return the **** machine and all supplies. I returned the **** machine and all supplies via *** in January 2025. I figured that the rental charges from Apria would cease, but instead they have continued. Apria is still billing me for renting a **** machine that has been returned to them. I have spoken with several representatives about this issue and requested escalation to a supervisory level. My request was met with a disrespectful attitude. So, I researched Apria Healthcare. I find that millions of people have complained about Aprias purposeful delayed delivery of supplies and fraudulent billing for **** machines that have been returned. The representative I spoke with on Friday, April 11, 2025 failed to resolve this issue appropriately. In fact, she continued to state that the billing claims were valid and requested immediate payment several times. I was only able to use the **** machine for one week, so Im requesting a refund for Apria claims submitted in December 2024, January 2025, February 2025, and March 2025.

  

  Business Response

  Date: 04/22/2025

  manager has been unable to reach you to discuss the ongoing issue. Please reach out to our office for assistance with your account or for any questions you may have regarding the issues.
  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

  Date:04/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/18/2024 I had received notification from Apria Healthcare LLC that **** supplies were being sent to home address. I called their number *************) and directed to their resupply customer service, where I told them I did not request resupply. They said I did but were unwilling to provide me evidence. I told them to remove me from the auto supply list. They said they would, which then I asked for an email verification. They refused and said "rest assured" I was removed.On 1/7/2025 I had received another notification that **** supplies were being. I immediately called their resupply department (same number above). They told me supplies were sent, but they would provide a return label. They said I was on the auto supply list still. I told them to remove me, and give me an email verification. They refused to send verification and said "rest assured" it was done. Supplies were sent back and an email verified that April received the items.On 4/11/2025 I again was sent an email notification that supplies were being sent. After calling to the resupply department they refused my request to talk to a manager. They only gave me an employee ID: JEBORA. They told me I was removed but again refused to give me verification. They said they would issue a return label of the supplies I received (haven't seen one yet). I will be contacting my Insurance since it seems that according to **** that Apria keeps looking to charge my insurance. From my perspective this could be a form of harassment of unwanted or requested services. Maybe more if the insurance company is being hit with request to pay for unwanted shipped products.

  

  Business Response

  Date: 04/15/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that you were automatically enrolled in our Supplies on Schedule program based on your insurance eligibility on 06/24/24. Requests to remove you from this program were made. We escalated this to our technical teams to identify the root cause of why this was not completed. As of 04/15/25 you have been fully removed from this program and an adjustment for the order that was sent out in April has been submitted.
  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 Answer

  Date: 04/16/2025

  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

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a problem with your equipment CPAP since June of ***************************************************************************************************** I get a call at 4:15 pm to 4:30 Pm every time when I called back never an answer this went on for months and I leave a message this went on for months. I called and called same situation no answer was never told how to set the machine up properly which my ** told me Apria would and Apria said the same when they sent me the contract by email yet that never happened. The Cpap machine would throw water everywhere. I woke up after a few hrs the machine was ramping out more air then it should have felt like my lungs were going to explode. Then the machine stop putting out air all together. I was dealing with serious health issues most of 2023 and 2024 misdiagnosed went sepsis landed in the hospital for over a month had also had emergency surgery during this time. All I want is to return the machine and hardware and explain why 4 different credit agencies are sending me bills for the same thing? How can we best resolve the issue. I would like to return the equipment and get that off my credit report. Im on ******** my copay is $0. Yet insurance stopped paying due to non compliance of a malfunctioning machine and wrong size mask which was not my fault if the machine doesnt work how can I use it and on top of that I got the wrong size mask which leaked air when the machine did work briefly. If I have to go through a ******** advocate I will take that route. Since I tried Apria Customer support with no help I thought I would try this route to see if we can resolve this issue.

  

  Business Response

  Date: 04/16/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed customer service had created an ** phone visit to contact you regarding issues you were having with your rental equipment. Based on comments the ** called on 8.2.23 no answer voicemail was left, 8.4.23, called again no answer voicemail left on 8.8.23 you returned the call from the **, message was left for the ** and the ** returned your call same day no answer another voicemail was left on 8.9.23 a letter was left to have you call back to discuss the issues with your issues with your rental equipment and your non-compliance with the equipment, no other calls were logged. Based on your insurance plan, if the insured is not compliant with the rental equipment the provider can bill the insured/patient. The balance is valid in collections and there is no current balance with Apria Healthcare.
  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 Answer

  Date: 04/16/2025

  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. 
  
  You may have called those days which I immediately called back as Soon as possible. I called over 30 times between 7/5/2023 and 9/16/2023 alone. I either had to leave a message which I did or either I was put on hold to get hung up on. I am enclosing a screen shot email to Apria support which in detail tells everything going wrong dated 9/23/2023. **** from support had someone call me again put on hold for 30 minutes and disconnected/hung up, I proceeded to call back and call numerous days same problems occurred either leave a message or left on hold only to get disconnected. I wanted to return the equipment but all I got was the run around. I got a bill from Apria for $28.00 this month as well as collections from 4 different agencies. 
  
  Regards,
  
  **** *****
  

  

  Business Response

  Date: 04/23/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that the balance is valid as had possession of the equipment, and Apria bills based on possession and not usage. While you supplied an email you sent regarding to return the equipment, the equipment was never returned, nor is there a record of you reaching out to the local branch to return the equipment in the year and a half since the email. You ultimately would be responsible for returning the equipment to the branch.
  There were calls back and forth between you and the Respiratory Therapists to help resolve equipment trouble shooting, there was no follow up by you to return the equipment to the local branch. Apria received an order for supplies in December of 2023 and tried to reach you on 12/8/2023 and again was unable to reach you.
  Apria also attempted to call you concerning the open balances on your account and left voice messages on 12/26/2023, 6/10/2024, 7/30/2024, 12/16/2024, and 1/24/2025. There were no return calls to Apria concerning these messages to discuss the balance or request the return of the equipment.
  Due to possession of the equipment, the balance is valid.
  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 Answer

  Date: 04/26/2025

  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. 
  
  In your first respond it was only two dates you called in 2023 now you have more dates all of sudden since I showed a screenshot of an email proving you wrong. I can provide call log too but all I get is the run around and lies. You stated my balance is zero in the first response yet I just got another bill from Apria and a collection agency as well. My question is would you pay for a product that doesnt not work as I stated in my September 2023 email. Secondly no one called to help me set it up aa you stated is a lie. My Sleep disorder ********** was told about this from the start and my cardiologist who referred me as well.  I used ResMed app and ******* to set it up myself.  Lets no forget this machine malfunctioned and could have killed me by ramping to much air in my lungs. I tried to return it to the location at ************************************************** in person was told I need to call for return approval they could not accept it . Well if I cant speak to someone nor return it with no code what can I do?? End of 2024 and 2024 I was deathly ill in the trauma unit of *******************. I had major surgery in 2024 actually two surgeries It is kind of hard to do something when you are deeply sick. I called over 30 times between June and September 2023. I tried again in 2024 after my surgeries it was constant phone tag and I did leave messages but your employees would call right about the time you would close every time so when I missed the call I would have to leave a message.  I want to know how you get rental bill on a heater hose and water tank that expired after 6 months which must be replaced yet you still charge a lease fee on something expired? I would love a break down of what ******** has already paid? Can you share with me the whole bill including what ******** has paid. I would also like to know why the rental agreement has no amount of time like months or years for the lease agreement to end?? I know the start date of the agreement when I signed but where is the break down of how long the contract is for? Seems like a shady business practice to not give some kind of  break down of the end lease date or how long the lease is for ?? Because there is nothing in that contract about the time frame or end date of said rental agreement ?? There is so many others complaining about the same situation as me thousands of reviews on ******, Yelp, and others all with very similar Problems dealing with Apria. I guess I can try arbitration next. I know one this is that I will never ever use Apria again. Hopefully you will answers some of my concerns this time around. 
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred by my doctor to receive a sleep apnea machine , I was told the company would contact me , but instead I received the sleep machine in the mail , I never opened the box , never used the machine , I then sent the machine back and it was picked up by them .I get 3-4 phone calls a day from Apria , I have explained that I sent the machine back , which they have record of , after several more phone calls without anything resolved , (they said this money owed was for renting the machine ) which I was never told .Finally I asked to speak to a manager on a recent phone call , the girl put me on hold , she came back on , and said that they did not have a signed agreement with me , and that the Machine was sent back to them , so they was send it to the local branch and have the balance written off .So after this I received another call , when I told them what was said on the last call , they said , oh we sent everything to the office and they are not writing anything off for you .I told them i didnt want to receive anymore calls from them ..but they continue ************ they have sent part of the bill to a collection agency , I feel I do not owe this money , because I never used nor took it out of the box , and sent it back , I just cant get through to this company .

  

  Business Response

  Date: 04/11/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that the equipment is billed on possession not usage as you received the equipment on 5.29.2024 and did not return until 1.21.2025. The open invoices and balance that have been sent to collections were for dates of service prior to the equipment being returned. We do not see where you made any attempts to return the equipment prior to our calls made to get the rental equipment back in December 2024. Before those calls, we attempted to contact you to get updated insurance information, those calls were not returned. The current balance of $40.15 and the balance of ****** in collections is valid.
  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 Answer

  Date: 04/12/2025

  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,
  
  ****** *******
  

  Customer Answer

  Date: 04/12/2025

  I was not told anything , I did not sign any agreement , this machine was just sent to me , I had not talked to anyone and was not sure how the system worked , I also never signed anything saying that I was paying for the equipment .NOTHING!!

  I can understand being charged if I had used the equipment but I did not .

  I received so many texts and phone calls from this company , telling me about supplies and reordering supplies .

  i just want this balance taken care of !

  

  Business Response

  Date: 04/14/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that even though we bill your insurance based on possession and not usage, we did not hear back from you when our representatives called and left messages for you, we only heard from you once you received a bill, but as a courtesy we will adjust the balance.
  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 Answer

  Date: 04/14/2025

  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

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/15/2024, I ordered 3 items from Apria and I was billed $102.56. I called Regence, my insurance company, who sent me documentation of the 3 items billed, and it said that I owe Apria $41.02. I sent the paperwork into Apria on 2/17/25, and have received no response and no correction shows on my Apria account. I called ********************** on 3/6/25 and spoke to ***** who responded that "the account has been put on review and sent to the back office team". To date, I have received no corrected invoice, no response from Apria and I keep getting bills that I owe the same amount (minus what I've already paid to them). I need help getting a corrected response from Apria

  

  Business Response

  Date: 04/16/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that when the order was placed the representative had attached the wrong payor, that has been corrected and your coinsurance is *****, currently ***** has been paid leaving a balance of *****. Your insurance allows the provider to provide 90 days of supplies, but we must bill your insurance over a 90-day period, this is called a split claim, and the insured will receive an explanation of benefit over the 3 months for the supplies received in the initial order. This causes a lot of confusion for the patient/insured as our system shows one order for the supplies and not all representatives at the insurance company is aware of this as well. We do sincerely apologize for the 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

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a new claim for February 2025. I have filed two prior claims against this company for incorrect billing for dates prior to February 2025 but they keep billing incorrectly. They need to bill under tier 1 HMO, but bill under tier 2 PPO which causes me to incur fees. Both prior complaints resolved with Apria agreeing they were at fault and they zeroed my balance, but both times they immediately billed my improperly going forward. I want them to reverse the $18.85 charge for February 2025 and I want to terminate my service with them. I am tired of dealing with this over and over again. Last time they claimed they needed authorization from my insurance. My insurance sent authorization again (they'd previously authorized the service) but still they make billing mistakes.

  

  Business Response

  Date: 04/10/2025

  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 adjusted off the current balance on the account due to the billing error. Apria obtained authorization as required but in error a billing representative attached the wrong coinsurance to the invoice. We have converted the equipment to sale as the rental bills for 13 months and converted it to sale then belonging to the insured. We do sincerely apologize for the error that occurred.
  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 Answer

  Date: 04/10/2025

  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. 
  
  While the company has (once again) agreed they misbilled me and corrected my account, they have not confirmed they are ending my service with them.  I wish them to close out my account and end our relationship.  I no longer with to receive any communication from them and want to change providers.  I need them to confirm they have taken these steps.  
  
  Regards,
  
  ****** ********
  

  

  Business Response

  Date: 04/14/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative can confirm that we have added the following attributes to your account to prevent you being contacted for any future orders, we have emailed the resupply team to ensure you will not receive any more supplies, placed a permanent call removal as well no direct mailing or marketing and placed a DO NOT USE on your account. You can obtain in network providers from your insurance.
  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 Answer

  Date: 04/16/2025

  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

  Date:04/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates of service 07/20/2023 to 3/30/25. Total denial claims $2320.76 bill owed and $884.80 in collections. $3205.56 is denied amount for total claims. This is for a cpap and oxygen concentrator. The company has not billed the claims using the correct primary diagnosis. End result is insurance denying all claims with reasoning being ************ is being denied because the manifestation diagnosis has been billed as primary." The primary diagnosis is G47.33. This code has been provided by myself and the insurance company to Apria on numerous occasions. I have made several calls myself and with three way calls with myself and insurance to try and resolve this matter. Each time being told that they will place a hold on billing and rebill claims. This has yet to be done. As of today I am still receiving calls from over seas billing trying to collect balance. I have since been turned over to collections in the amount of $884.80. I am just wanting resolution and all I'm asking is for Apria to bill claims correctly so they will receive payment. Once claim is processed and paid correctly, I have no issue in paying my portion.

  

  Business Response

  Date: 04/14/2025

  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 corrected the diagnosis codes on the invoices, corrected the insurance on the current invoices so the claims can be billed and recalled the balance from collections. The account currently has zero balance, but this could change based on the insurances review of the open claims due to any deductibles/out of pocket/coinsurance. Please allow the collection agency 30 days to remove the balance and to notify the ************* to update the credit report if reported, during this time please disregard any calls and or statements you may receive. We do sincerely 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 Answer

  Date: 04/14/2025

  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

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apria provided a sleep apnea machine for me. My insurance coveed the usage of it. It was supposed to be something that I was going to keep over time if I met the requirements. I could not use use the machine so I wanted to return it. I was in surgery so I couldn't return it as fast as they wanted me to so I asked them to come and pick it up and they said they would. There was no problem. But they never showed up to pick up this machine. I asked them and they kept on not showing up. So finally I sent the machine back. They decided they were going to keep the machine and they still wanted to bill me for the machine. I do not feel I am responsible for that. They should not have kept saying that they were going to come over and pick up the machine and not show up. That is their fault. Now that you can give me a bad credit score. I've always had a really really good credit but I'm sure this is not going to make it good.

  

  Business Response

  Date: 04/15/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that Apria did receive some payments towards the purchase of the rental equipment, however due to compliance not being met Apria was not able to obtain authorization for the insurance to continue paying our claims. Due to this, Apria sent you a letter on 12.6.24 asking you to please return the equipment or possibly be responsible for payment. On 12.24.24 Apria sent you a box with a return label for ******, we were advised that you were unable to drive to return to Fed Ex, so Apria planned for a driver to pick up, due to staffing issues we did not meet the dates as planned, we did receive the equipment back on 2.7.25 by Fed Ex. Apria did recall the balance from collections, once the balance is recalled the collection agency ask for 30 days to remove the balance and to notify the credit bureau so they can update the credit report if reported.
  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