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Complaint Details
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Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My supplies are handled by CPAP services in **********, ********************. In February I received supplies from Apria even though they are not my supplier. I called the Apria office in ************ and was told that I could send them back but I would have to pay the shipping, about $12. I told her that I would not pay for the shipping and instead I would leave the box of supplies with the receptionist at the *******************. I spoke with ***** at *******, ************, was told that they would set things straight and that I need not return anything. Sine those supplies were obsolete I threw them away.Apria sent me a second set of supplies on 5/24/2024 via ***** I marked the unopened box "return to sender" and gave them back to the post office. Apria recently sent me a third set of medical supplies. This time I called their *************** on 8/22/2024 at ************** and spoke with Pearl. I told ***** that I would like her to send me a pre-paid return label and that I wanted her to close my account. She stated she would and that I would receive l via email the label and a confirmation on my account closure. As of today 8/28 I have received neither.Apria has prevented me from getting the correct supplies for my CPAP machine by hijacking my account from CPAP ********************. They have potentially made me liable to ******** for supplies I never ordered.Customer response
08/29/2024
This morning at 3:30 am I received the return shipping label
Business response
09/03/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the resupply team found you verbally enrolled in our automatic supply program on November 10, 2023. You contacted Apria on August 22nd to return the supplies shipped on August 20th and unenroll from the program. The return was processed by Apria on August 29th,youve been unenrolled from the program and will no longer receive automatic supply shipments.
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 LLCCustomer response
09/03/2024
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 did not verbally enroll in your automatic supply program on November 10, 2023. Furthermore I did not have an account for which such an action could have been applied to.
Regards,
***************************Initial Complaint
08/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Recurring quarterly billing with no end in sight. Ive called many times to stop billing, get more insurance details but endlessly on hold.Business response
08/27/2024
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 rental equipment did not stop billing after the 10th month per the insurances contract and auto convert to purchase. Due to this we have adjusted off the last four months from October 21, 2023 to January 21, 2024 in the amount of $206.17. Due to the current balance of $32.69 Apria will apply the patients portion of the refund to the open invoices for supplies received on 4.26.24 & 8.3.24 and any remaining balance will be refunded back to the patient and Apria will refund the insurance accordingly.
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 LLCInitial Complaint
08/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have an automated **** supply reorder authorization set-up with Apria. On 6/6/24, I was billed for a shipment of resupplies that arrived on 6/11. Among the order was a water tank used for heated humidifier functionality with the **** machine, however the unit sent was for use with the prior model **** machine that had been replaced, also by Apria, late last year. On 6/13, I called and spoke to an agent who indicated that I would receive both a new replacement tank AND an *** label to return the incorrect item. A month went by without any feedback. On 7/13, I again called and spoke to another agent who again said I would get an overnight shipment of the correct water tank and separately would be sent the *** label to return the other tank. On 7/17, having not received the overnight parcel, I called and spoke to another agent. Every agent to this point has said almost the same, verbatim scripted response - "I see no action on your escalation. Let me escalate this to the supervisor". On 7/30, I did finally receive a new water tank, but no *** label to return the old one. I called on 8/6 and spoke to someone identifying themselves as "*****" who again pledged that she would "escalate to the supervisor". I called again on 8/13 and got the same response.While I did get the new water tank as needed, the opaque and non-descriptive language of their statements leaves me with doubt as to if I was charged for it and what expectation I need to have with respect to the incorrectly sent gear. Even if the replacement unit was not charged, I need to know if I have liability for the incorrectly sent unit. I'd like to get some direction and follow-through action on either shipping it back or being able to dispose of it.Business response
09/03/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the resupply team apologizes that you did not receive the email detailing what to do with the incorrect supplies you received. The correct supplies have been shipped to you at this time.
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 LLCCustomer response
09/03/2024
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.The response still doesn't address the core question of what to do with the incorrect supplies I received earlier, and I've had no contact with Apria directly addressing the matter since the complaint was raised.
Regards,
***************************Customer response
09/03/2024
I spoke with a representative from Apria today who finally gave me guidance on how to disposition the incorrect equipment. I am now satisfied with the outcome of this communication.Initial Complaint
08/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
All medical services were performed for my wife in 2023 No bills were sent to my wife and I to our place of residence for 12 months We received notification that all the 2023 medical claims were sent to collections. Although, we were never notified of the billing status or invoiced in 2023 when the claims actually occurred. We were not notified for a year that there was a debt in the amount of $1,086.75 that needed to be resolved nor were the claims processed through our active medical insurance. We reached out to Apria Healthcare level 2 billing rep ************** on August 21, 2024. She stated that the claims cant be refiled although they were never filed properly with our medical insurance in 2023.We have had active medical insurance through ***************** Blue Shield effective January 1, 2023.Business response
08/28/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that claims were submitted to your old insurance in error and denied due to our error. The balance was then reclassed to the patient and again this was an Apria error. The balance in collections has been recalled. The collection agency has 30 days to remove and notify the credit bureau to update the credit report if reported. We do sincerely apologize for the errors 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 LLCCustomer response
08/29/2024
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. Please reach out to me if you need further information and/or my member ID # with ***************** Blue Shield. Please keep me in formed on the re-submission of the medical bills.
Regards,
***************************
Initial Complaint
08/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received sleep apnea supplies from Apria Healthcare. In May 2024 I received a phone call after hours of when Apria is open stating I had a bill due in the amount of around $240. I have never received a bill that high for my supplies before and I had not actually received a bill in that amount in the mail yet so I did not know how that amount was due. I told them I would not pay over the phone and would wait for the bill to come. I thought it was a scam. I did later receive a bill. I called around June 17th, paid the bill and asked to no longer have supplies shipped to me. Since then I received supplies around June 24th. I called them and told them they were sent by mistake and verified I had requested to no longer be sent supplies. They said they could not cancel the order since they already sent them and I would need to wait for them to send a label to return the supplies. After that point I waited. In July I received more supplies and another bill, but no label. I called again and said that they were changing warehouses and that was likely the delay with the label. They processed a return for the new supplies they sent that were not supposed to be sent and said they once again confirmed I should not be sent the supplies and would make sure the amount I owed was $0. It is now August 20th. I have not received a label and had to call yet again for them to confirm that they will make sure my account has a $0 balance and would send a label. They could not confirm how long it would take for my balance to say $0 and when I asked to speak with someone it could escalate to they would not and I got transferred to customer service from billing. That person once again did the same thing the person before did. I have been told that I should receive a label now within 4 days, but I've been waiting almost 2 months and my account still shows a balance and may affect my credit score because I refuse to pay for something they messed up.Business response
08/22/2024
Upon review of your account, the Sleep Resupply team apologizes for the issues youve experienced. The Resupply team experienced a backlog causing longer than normal processing times. The return was completed on August 22nd.
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 LLCCustomer response
08/28/2024
I will contact the business and make sure that they have completed the return. They frequently say they have taken care of it and then I get another bill.Customer response
08/29/2024
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
08/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Apria keeps billing me for a device that they picked up in March of 2023. They sent me to collections and wrote that off after my complaint and documentation. Now a year and a half later they are billing me again for services that I have not received. This seems fraudulent to me.Business response
08/21/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that open balance is for date of service 2.28.23 which was prior to Apria receiving the equipment back on 3.29.23. As a courtesy we have adjusted the balance, leaving your account with a zero 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 LLCInitial Complaint
08/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Apria was my provider for CPAP supplies. When they were supposed to resupply me, I received one box with three filters and a hose.I canceled my account with ********************** for several reasons, the chief of which is that even after admitting they never sent me my supplies, they won't adjust my bill.Business response
08/22/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the ************************* apologizes for the experience with Apria. Your account has been updated with the correct address and the June supplies you didnt receive will be adjusted from your account.
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 LLCInitial Complaint
08/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 27, 2024, I placed an order for CPAP supplies. I only needed 1 item. I was called back and said these supplies are covered by insurance and replaced certain parts of the machine on a regular basis. I then agreed to receive any parts covered by insurance. After I received the parts, I received a bill from CareCentrix for all of the parts that were sent to me. None of it was covered by insurance and we were told we had to pay 100%. It is now August 2024 and this still has not been resolved. CareCentrix has reached out to Apria and they are refusing to listen to original phone call that shows I was told these parts were covered by insurance and would not have to pay for anything. They even send parts I dont use. I am now being threatened that the bill is going to go to collections, In the meantime, I was told numerous times by Apria and CareCentrix I would hear back from a supervisor and I have never received a return call. My last call to CareCentrix today wasted 30 minutes and I was hung up twice by Arabia from CareCentrix.Business response
08/23/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, youll need to contact Care Centrix about the cost of your supplies as they complete the billing on behalf of your health plan.
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 LLCInitial Complaint
08/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My Doctor ordered a cane for me last month. I have not received the cane. I live in a building where there is a Security Check in process. The never received anything. I have called the business several times. One rep told me the never had the cane it was on a waiting list. Conflicting stories. They billed Medicare?Possible Fraud on a Senior Citizen.Business response
08/23/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the cane was delivered by ***** with the following training number 277920214303.
This information was provided to the patient in relation to the shipment and we apologize for any inconvenience. We offered to provide a replacement cane to be picked up at the office or we could ship another cane. If shipped, a signature would be required so someone would have to be available to sign. The patient refused and preferred to cancel the order. 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 LLCCustomer response
08/23/2024
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.]
I just looked at the tracking photo it is not my apartment. I have a blue rug. Package was apparently delivered to some other location?Please Investigate with FEDEx
Regards,
*******************Business response
08/27/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that ***** could have left the item at the wrong address so the claim will be recalled from the health plan, and we have reported the item missing. For reference our case number is C-160523046. If you decide to accept another Cane, please contact the office at **************.
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 LLCCustomer response
08/28/2024
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
08/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received my APAP machine and mask at the end of March 2024. I used it initially but tapered off the last couple months because of issues with the initial masks I received and developed aerophagia (too much air)On June 26th, I received a letter from Apria Healthcare saying I needed to return the "rental" equipment which I was never told it was a rental. I paid the initial deductible through my insurance *********** of Idaho) and subsequent small bills through Apria Healthcare. After receiving the notice, I then called and a *** told me I could keep the machine when I explained the mask issue. This week, I received a debt collections notice from ARSTRAT for payment of $1004.31. Apria NEVER called me or sent notification that my account was going into COLLECTIONS!On 8/13, I spoke to "*****" who said everything is fine, just return the equipment ASAP and the debt will be removed. Then I called and spoke to "******" who first said I need to handle it with my insurance company and then proceeded to tell me her "manager" said you "can" take my machine back and that I will need to call billing to clear the debt. She is supposed to call me back and let me know if I can return my equipment. I called back the ******** office and spoke to ****** again who said she would send a second notice to her manager to call me. Waiting for her to call This is especially frustrating because:1) No one ever told me the machine was a "rental" 2) No one told me I needed to use the machine daily to be "compliant" 3) No one informed me that I was going to go to a debt collector for not using my machine daily. It is very scary that Apria Healthcare can be so careless with sending people to Collections when I clearly had called numerous times to confirm my status. I want to return the equipment now!I cannot afford being sent to collections and ruining my credit for poor communications from Apria Healthcare. I need to return my equipment and remove this debt from collections.Business response
08/19/2024
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 machine March 27, 2024 as a ten-month rental. The insurance requires the machine be used at least 4 hours per night to continue coverage. You were not compliant with the usage and Apria attempted to contact you via phone several times May 29, May 30, June 3, and June 4, 2024, leaving voice messages. The equipment was finally put in pick up status June 13, 2024 to prevent you from being billed self-pay as insurance would no longer authorize coverage. An asset return letter was also mailed June 24, 2024, advising you to return the machine,or you would be billed. Apria converted the cpap to a purchase July 26, 2024,as you refused and placed the balance of $1004.31 with outside collections. We have obtained approval for you to return the machine to the local branch and once returned, collections will be removed with no impact to your credit if done within 30 days from date of collections. We believe all appropriate steps have been taken to resolve this matter.
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 LLCCustomer response
08/19/2024
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.
When I put in the initial complaint, the situation had not been resolved. I spoke to a billing *** late last week and it appears all is okay. I would like to remove the complaint with Apria and happy it was resolved.
I plan on returning the machine today or tomorrow to the Van **** office.
Lastly, I never refused anything.
I got the letter to return the machine - I called them back and they told me I could keep it. Surely they have record of my call.
Not once in that call did they say "you keep it, you pay" or "you keep it, we are going to now send you to collections"
Their context is NOT accurate and it makes it seem like I did nothing but ignore them which is NOT the case.
Regards,
***************************
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