ComplaintsforApria

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began using Apria Healthcare for my oxygen concentrator and cpap supplies in 2019. From nonth 1 through today March 2024 I and my husband have called more time than I can count because of billing issues. They have taken ove r ayesr to update insurance, and do no bill the insurance for a huge portion of time, literal months or years. Then, I call, and they do the same run around. Sorry. We will submit a complaint and get this fixed. The very next statement isn't fixed, the insurance isn't updated. From 2021 through 2024 I have had 2 insurance companies. They have not billed the 2nd company since **************************************************** they are fixing it and re-submitting. I got a new primary insurance for 2024. I have spent every single month calling them just to get them to update my insurance company and bill my 2nd insurance. Today is March 15 2024 and billing department is showing they are still not billing ********* Billing has told me your company is not attaching my insurance to the claims correctly. I need your company to not only fix my account and bill both primary and secondary insurance **** I've been promised many many times AND fix the back billing of almost $2000 you are incorrectly sending me to collections for.

  

  Business response

  03/20/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing specialist has confirmed you have an open balance of $291.28 for July 17, 2023 through September 17, 2023 and collections of $1982.33. There were numerous insurance changes from 2019 to 2024, unfortunately the correct primary and secondary insurances were not billed. We have recalled collections and added ******** as the secondary insurance to claims for open balance. You currently have no balance due; we believe all appropriate steps have been taken to resolve this matter and apologize for any inconvenience.  If you require further assistance regarding your billing, please call ************.
  
  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

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beginning 1/2024 I had contacted them to pick up my Oxygen Recording device. They have scheduled pick up several times and have not done so yet. On 3/11/2024 my oxygen was discontinued by my doctor. I contacted Apria for pick up. They scheduled for 3/14/2024 but never showed up. I contacted their office and now they have scheduled for 3/26/2024. In the meantime ******** and Tricare are being charged for the oxygen. This could result in ******** and Tricare fraud.

  

  Business response

  03/25/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the overnight oximetry test, which records your activity during sleep, was not provided by Apria Healthcare, rather it was provided through VirtuOx.  The device was received from VirtuOx on or around the 15th of November 2023; however, it was not returned for processing to VirtuOx. Once the patient informed Apria by phone that they were no longer qualified, and would need the oxygen equipment picked up, the Apria owned equipment was placed in pick up status, which stopped all billing to the patient and insurance provider effective on that day 3.12.2024.  Rescheduling for pickup at a later date did not restart or create a new charge/bill to generate as this was an Apria driven reschedule due to capacity and staffing.
  
  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

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid by card on Feb 29 2024 for my share after insurance ****** told that was it I own the cpap machine and it was being shipped! I asked if this was a rental he said no you own it. My bank statement does not reflect this! Just got the statement today. I was told there is no other amount due period. After I paid I said do not store my credit card number he said it was erased after the transaction went through. Liar!3/13/24 today I find out when they called they stored my number and we going to start charging for a rental cpap!!!! Said I owe 1522.70!Now what? They think they can do anything they want with the pricing, delivery, insurance, processing, I will not be victimized! I would have never did business with them if I knew how terrible they were or that after googling they lost a 40 million dollar settlement for this exact same business practices!!!

  

  Business response

  03/21/2024

  Thank you for taking the time to bring your concerns to our attention. We have reviewed your account and confirmed that you received your durable medical equipment on March 1, 2024. We also confirmed that customer service was waiting to obtain your insurance information and we now have the information on file. Your account is currently in payor change status to verify the insurance to submit the claim for processing and payment. The equipment is being billed as a purchase and not a monthly rental. We have also reversed your payment in the amount of $145.70 and once the claims are processed any overpayments that reflect will be refunded to you. Your credit card has also been removed from file as requested. We apologize for all the inconveniences you experienced. If you require further assistance regarding your billing after reviewing the statements, please call ************.
  
  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

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 8th, 2024 I went online to pay an amount due of $135.96 for CPAP Supplies that was an outstanding bill. On 3/13/24 I get an email from my FSA Account asking for 2 receipts for the main payment and then also a duplicate payment as it looks like my payment to them was processed twice for $135.96 in which case I looked at my FSA account as well as via Apria website and it was processed twice. Since this is an FSA account the bank can not cancel or gets funds back. Must be processed by the mercent. After contacting Apria Billing I was told that they can not refund payments made online by the customer till the payment clears which can take 2 weeks, only payments processed by an agent can be refunded back right away. WHAT? That process needs fixing for sure. I want my money back into my account. This isn't like a Credit Card that I can have them fight this for me. This is actual money removed from my account. ********************** needs to reslove this in a much quicker time frame. These funds have been processed and is in their account. I'd like my money back that is now in their possession. Thank you.

  Customer response

  03/13/2024

  Date Problem Occured: 03/08/2024
  Date(s) Complained: 03/13/2024
  Purchase ************************************************* CPAP Supplies
  Model #:
  Account #: **********
  Order #: 
  Purchase Price: 135.96
  Payment: FSA Debit Card
  Disputed Amount: 135.96

  

  Business response

  03/14/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that the payment is pending in our system in the amount of $271.92. Apria does not process or post our payments that is done by PNC bank and can take anywhere from 7-10 business days to post to your Apria account. The only exception to this is if a payment is made by the patient with an Apria representative the payment can be cancelled same day. Once it has posted we will request a refund back to your card in the amount of $135.96. We do show a current balance of $189.43 for dates of service 1.3.24, 1.4.24 & 1.19.24 this could change the amount of your refund due to the balance. We do sincerely apologize for the inconvenience and the frustration this has caused.
  If you require further assistance regarding your billing, please call ************.
  
  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

  03/14/2024

  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 want the amount that was doubled bill refunded in full. Any outstanding or so called outstanding balance will be taken care of at a later time once this amount is refunded to my *** account. 
  

  I CAN NOT have you take outstanding funds from a system error on your part from a *** account that requires correct receipts to show/submit to the *** holder of my account. Please issue the refund requested and we will deal with any outstanding balance after. 
  

  Ive not ordered or received any further supplies since Jan from Apria. So not sure why there would be any outstanding balance still. Once again please refund the duplicate transaction in Full first to my *** so that we may move forward with any other items.

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

  
  

  

  Business response

  03/15/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that Apria did not process a payment on or around 3/8/2024 and we do not have access to your online account as it is password protected, you do not have recurring payments set up and the last payment processed by customer service was on 1/2/24 in the amount of $21.05. The balance as stated in our first response was for dates of service in January when you last received supplies. The refund will be processed once the payment has posted in the amount of $135.96 to the credit card we have on file if that is not the correct card, please contact customer service so the proper card is credited. Once refund is processed  that will leave your account with a current balance of $53.47.
  
  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

  03/29/2024

  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. Refund was issued in full as requested. 
  
  

  Regards,

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

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue with Apria is:1. I am set up to have supplies sent to me on a periodical basis.2. I am set up to have automatic withdrawal taken from my account to pay for said supplies.3. I would like a receipt for said sale of product.This is my problem:Apria will not send receipt without me calling them each time supplies are sent to me. I need receipt to submit to my FSA for reimbursement. I do not have the time nor patience to call every time a shipment is made. First, the receipt should be in shipment. I am not getting an itemized expense report for these shipments, a.k.a, bill of sale. Their response is that either I call them every time for such receipts on said shipments or I end automatic payment and have statement sent to me, whereby I pay from this bill. It is beyond me in this *******************, data collection, email, and computers that I cannot get a receipt for FSA without calling them each time. I also have an account through ********************** where it does not show the orders, shipments, or receipts.

  

  Business response

  03/15/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that Apria does not automatically create a detailed statement which we refer to as a flex statement. If patients need them for insurance or for health savings accounts,they will need to call our billing department to have one created as these are processed by hand not computer generated. Our supplies are shipped from an alternate warehouse and not from your local office so it will not include a bill of sale with it. If a patient has automatic payments, then our system will not mail a billing statement as their not an open balance on the account. We have prepared a flex statement for the patient and have mailed to the address we have on file as well as to her email.   
  
  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

  03/15/2024

  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

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had oxygen equipment from Apria when we lived in *******. When we moved to *******, we brought the equipment with us. However, we had to change insurance companies; the new company (Care Plus) did not cover Apria. So we called Apria to pick up their equipment on 4-11-2023. We then used new equipment from *********************** The agent from Apria that we talked to was "******". Apria finally picked up their equipment on 7-31-2023. Apria continued to bill the insurance company through July of 2023, and when the insurance company denied the claim, they began billing me directly. The amount went up by nearly $100 per month. My bills from Apria were Aug 2023, $186.78; Dec 2023, $241.51; Jan 2024, $296.24; and Feb 2024, $369.05; all of these bills were also submitted to the insurance company for equipment that I no longer had. In Feb 2024, they turned the bill ****** I DID NOT OWE) to STAPE Collection Services. I tried again and again to contact Apria but their phone message timed out after 15 minutes and went to voice mail. I provided the voicemail with my full name and phone number each time. I also explained that I wanted to settle what I may owe, but not more. Finally, on March 11, 2024, I called once more and spoke with "DANI." *** told me that the total I owed was $ ******, gave me a confirmation number of ******* for $182.37, and told me that the balance of $186.78 would be processed tomorrow, March 12, 2024. *** told me she would call back to provide me with a second confirmation number. I am not sure where they generated all of these bills, but I paid them via MasterCard to get them off my back. One problem was that when I called the ***** ** branch, they repeatedly said that I owed nothing; apparently, the ******** ** branch and the ***** ** branch have no way of communicating with each other; this is totally unsatisfactory.

  

  Business response

  03/15/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that Apria is out of network with your insurance which caused the denials from your insurance.Due to this error, we will be refunding the payment you made for $369.05,please allow approximately ***** business days for the refund to be processed.The balance from collections is being recalled, please allow the collection agency 30 days to remove and notify the credit bureau to have the credit report updated if reported. The open balance was from dates of service prior to you returning the equipment in July 2023. Due to Apria being a global company Aprias system is set up based on service states so patients account information is not available on all servers. We do apologize for the frustration this may have 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

  03/16/2024

  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

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I turned in my CPAP equipment on 1/17/24 to the office. When I received my February billing statement from Apria they charged me from January 4 2024 -February 4 2024. They told me they do not prorate bills. So how can the charge me from 1/17/24 -2/4/24 when the equipment was turned in. I didn't have it for those dates of service. I was so frustrated when trying to get this through their heads I did take their whopping $8.00 discount and paid them $32.08. After talking to Anthem my insurance company they said I should not have paid that. I should not be billed for the time after I turned in the machine. Now they will not give me a refund for this 14 days of no use. They over charged me and will not refund me. How can you bill me for something I did not have for those days ! Talking to them is like talking to a wall. I want a refund on those remaining days that I did not use the machine and they had it back !

  

  Business response

  03/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that Apria does not prorate rental months and or payments for the equipment you had received, and per comments you were notified of this. If the equipment is returned after the bill date the claim has already been sent to the insurance for review on the 4th of the month and not on the date it is returned. You were billed for the rental period of 1.4.24 to 2.4.24 in the amount of $40.10 and as a courtesy Apria discounted the charge 20% leaving a balance of ***** which has been paid. Apria feels a refund is not warranted as we are following proper procedure when billing rental equipment.
  
  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

  03/13/2024

  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

  03/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Apria has not been able to deliver my husband's medically necessary durable medical equipment for nearly 2 months. They have not been able to properly keep track of my medical records requiring numerous back and forths between my doctor and Apria. Records get re-requested to be sent and then cannot be found. We need this equipment or my husband's health will deteriorate.

  

  Business response

  03/20/2024

  Thank you for bringing your concerns to our attention regarding the delivery of your husband's durable medical equipment. We understand the importance of timely and reliable access to such equipment for maintaining health and well-being.
  
  Upon receiving your complaint, we took immediate action to address the situation. We have thoroughly investigated the matter and would like to provide you with an update on the steps taken to resolve the issues you have encountered.
  
  Firstly, we would like to extend our sincerest apologies for any inconvenience or distress this situation may have caused you and your husband.Please rest assured that we are committed to rectifying the situation promptly.
  In regards to communication attempts, we have indeed reached out to both yourself and your physician in an effort to expedite the process. Our records indicate that we left three messages on your voicemail to discuss the status of the delivery and address any concerns you may have had. Additionally, we contacted your physician to inquire about updating the prescription for the equipment. However, we were informed that an in-person follow-up was necessary before any updates could be made to the script.
  
  Regarding the service date of 10/13, we understand the urgency of the situation and are diligently working to ensure your husband receives the necessary equipment as soon as possible. We sincerely apologize for any delays and the difficulties in coordinating medical records between your doctor and our team. Rest assured, we are actively working to streamline our processes to prevent similar issues from occurring in the future.
  
  Our top priority is the well-being of your husband, and we are committed to ensuring he receives the necessary equipment without further delay. We will continue to work closely with you, your physician, and our internal teams to expedite the delivery process and address any outstanding concerns.
  
  Please don't hesitate to reach out to us directly if you have any further questions or if there is anything else we can assist you with. Your feedback is invaluable to us as we strive to improve our services and provide the highest level of care to our patients.
  
  Thank you for your patience and understanding.
  
  
  Sincerely,
  
  Apria Healthcare LLC
  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered resupply items for my c-pap early January. Apria billed me $30.52 for the supplies 1-19-24. I paid in full. Apria sent another bill in February for the same amount, $30.52. Thought that was strange so called. They explained that I havent met my deductible for the new year so I paid in full 2-16-24. Now March is here and I get ANOTHER bill, this time for $93.51! I called and got the same explanation but the guy told me I owed $60 some odd which didnt jive with the bill I received. Now I feel like they dont know whats going on and that theyre trying to take advantage of me and most likely, a lot of other seniors. I was so upset that I told the man to send me a box and Ill return the items and will not deal with them ever again. The man called back and I repeated my demand to send me a return box. Hopefully theyll send me a box and we can be done with this mess.

  

  Business response

  03/11/2024

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative confirmed that with your insurance you have a $110.00 deductible and 85/15 plan at the time the order was placed $110.00 was remaining of your yearly deductible. Once the deductible is met then your insurance will be covered at 85% leaving a 15% coinsurance. You were charged the 15% coinsurance at the time the order was placed in the amount of $30.52 and not the balance in full, your insurance paid $79.50 of the charges leaving you a current balance of $62.99. Please review your billing statements against your insurance explanation of benefits. Also, just as our resupply representatives should be advising you of possible out of pocket expenses, the insured should know their benefits as well. The return policy for supplies is 30 days from the date of service and must be unopened to be returned. 
  
  
  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

  03/11/2024

  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

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found myself needing a rollator to be able to leave my house and make it to doctor's ************ or go anywhere. I was getting my medical supplies from Apria Health so I asked them about this Appliance. I told them what I wanted and someone came to my door with something that was too heavy for me to use and I told them I needed a lightweight rollater that I could pick up and put in the trunk of my car. I was totally ignored and the same person came back with the same rollator that I said would not work for me. It was as if I was dealing with the deaf. So I called the company and told them again what would work for me. A few days later the same woman came with the same rollater that I told her that I could not use. Then unbelievably the same woman came back a fourth time with the same rollator that I said was too heavy for me to lift! By now I'm thinking I'm dealing with the deaf and dumb. I called the company again. This time a box was delivered to me, that was too heavy for me to move so I knew they got it wrong a fifth time! Then I talked to a manager and he showed me a picture online of what I had originally asked for five times and I told him that's what I said would work for me. Days later I got a package, but what was in it bore no resemblance to the picture or what was ordered! I wouldn't mind if the thing worked, but it was unusable because of a severe design flaw that turned it into a wheelbarrel type apparatus that tip towards you instead of remaining level as something that you could lean on as a ******. I emailed a picture to the manager that helped me get it and he didn't bother to look at his emails for 6 days. I called him and he said he was too busy to talk to me. Then I text messaged him a few days later. I realized he had not bothered to look at his emails where I sent him the photographs of what he ordered for me and what I actually received. The next test message I got from him said that there were no other options, which was really outrageous

  

  Business response

  02/09/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that multiple attempts were made to satisfy your request for a specific *************************. Our warehouse manager validated that the driver brought several different rollator walkers to your residence and each time you would refuse including the specific rollator (based on the photograph you provided) you requested which was purchased for you. We apologize for the challenges and frustration this issue has caused. We believe all attempts have been made to meet your needs. Should you have any questions,please call customer service 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 LLC

  Customer response

  02/09/2024

  This business response is a total lie. Apria delivered the wrong Rollator to me eight times, five times to my door by the same person, at which time I asked if there was something wrong with her because she was ignoring me completely. Then they delivered three more rollators that were not what I wanted. The branch manager ************************* said he liked me and he would help me by ordering the one I wanted and paying for it because I did not have the money to pay upfront and because they would not take my insurance. After that he said he wanted to meet me and exchange photographs even though he's a married man. I made the mistake of thinking he was kind and now I feel totally violated. After the eighth mistake he started gaslighting me about the fact that I was just dissatisfied and stopped returning my calls. I gave up on these idiots because even with photographs of what I received and what I ordered which, was completely different, they acted like they could not tell the difference. Then they inappropriately blamed me.

  Customer response

  03/05/2024

  These people lied again about sending me the rollator that I requested. This is so they can blame me for all their mistakes by saying that even though they sent me the one that I requested that I still didn't want it when they never sent me the one I requested. I have never dealt with a company that made so many mistakes that they didn't own up to. To be clear again I never got the rollator that I ordered from the photograph that was pictured online. I gave up because these people do not listen to their customers. All in all it was one of the worst experiences of trying to purchase something in my entire life. Further complicated for the fact that I needed this for my health. I consider this company not only criminally negligent and depravely indifferent, but stupid Beyond Reason. I'm still being contacted about this darn rollator situation and they are still making it impossible for me to reply. To be clear I have quit trying.

  

  Business response

  03/07/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that Apria provided a rollator ****** to the consumer on 12/4/23 which she was not satisfied with despite Apria explaining the functionality of the product prior to ordering.  After multiple complaints, Aprias warehouse supervisor (*******) ordered a different rollator that the consumer requested.  The consumer was unhappy with this product as well, which was subsequently returned to Apria. 
  
  The consumers allegation that a request for photos of her has been investigated and determined to be unsubstantiated.  Rather, it was determined that she sent a link to her high school photos and asked for ******** phone number.  ******* did not request photos of her, nor did he reply to her sending photos or provide his personal phone number.  At no time did he have text message interactions with the consumer on a company device. Each interaction where the consumer sent a link to her photo or requested his phone number are on company electronic email and show no requests or responses from ******* or any Apria employee. 
  
  To summarize, none of the requests were initiated by any Apria employee and the allegations reported were not acknowledged or responded to via any Apria device.  ********************** has taken appropriate action with attempting to satisfy the consumers request for the rollator ****** and despite multiple attempts with different products she remained dissatisfied which resulted in the return of the product(s) and adjustment to her billing. 
  
  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

  03/08/2024

  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 see I'm dealing with pathologically lying criminals. After receiving eight rollators that were the wrong ones, even after sending them photographs to show that what I ordered was very different from what I kept receiving, and the fact that ************************* is lying through his teeth, I gave up on these criminals, and they are criminals. I have copies of the text messages, voicemail messages and emails that ************************* sent me requesting that he wanted to meet me and to send him a photograph of myself. He paid in advance for the Rollator that was sent to me by Apria direct off of their website so I thought he was a friend. I was very mistaken, he's a predator and a criminal and I want nothing to do with Apria direct or ************************* ever again. I gave up on this stupidest and meanest company I ever did business with, and as a result of this abuse, I ordered the Rollator and paid for it myself from Amazon and got exactly what I wanted the first time in a few days, giving me the mobility I had been seeking for months and months that Apria Direct deliberately denied me. This was what it was like to do business with these despicable criminals such as ************************* is and I will only be dealing with the other company they have that provides my oxygen supplies, where I never have to talk to these people who are too stupid to tell the difference between what was on their website and what they kept sending me. ************************* is an Abomination that I never want to encounter again. I have no reason to misrepresent what I have been relating to the Better Business Bureau because I have nothing to gain, but Apria Direct has everything to gain by lying about how I was treated and how many mistakes they kept making even with photographs and even with a face-to-face delivery person that even though I looked her in the eye and told her it was the wrong rollator because it was too heavy for me to lift with my bad back, she deliberately disregarded everything I said and brought back the same roll later to my door five times. I had never encountered that kind of stupidity before in my life. Almost all other forms of communication were with an ******************* in a foreign country where English was not their first language. You could not call back the same person, so you would start over with another person emailing the photos again and them ignoring you again. This business was giving me the runaround about not giving me what I ordered and giving the worst customer service ever. Of course it's to their advantage to lie about everything. I had no reason to send back a rollater that I wanted. I needed this Appliance to leave my house and this company trapped me for months by making so many mistakes and then lying repeatedly to cover their a** about it. I had nothing invested, except my time and health, so there was no reason for me to misrepresent what actually happened. I just was desperately trying to get to doctor's ************ that were a matter of life and death and was prevented by the stupidity and inappropriate behavior of these people at Apria Direct. If they didn't lie about it, they would look very bad about how they treat their customers and what they call customer service. I wouldn't be going through all this trouble of relating this and warning other people and using my time to do this if it didn't happen the way I said it did.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

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