Apria Healthcare Group
Reviews and Complaints

Since I was forced to use this provider it has been one nightmare after another. Even though I set up everything a month in advance my first order came in wrong. The second order came with only half of the items correct. The third order came in as it should. Didn't receive a bill for that order when it was time for the next one which came in correct. Now I owe for both. Still no bill received. Billing called me about these unpaid bills and asked why they were not paid. So I again told them I wasn't getting the bills and made sure the information they had was correct. I just received the wrong stuff again today and was told my account was up to date as of 11/9/18 because I talked with them and paid with my debit card. Not only did I not talked to them I wouldn't have allowed them to bill 2 x's as much as I paid last time. Which by the way I asked for a detailed list be emailed to me before I would send them anything. Of course after complaining to my insurance company they sided with them.

Account Number 0573-BFE 295 I am being billed $ 404.31 for C pap supplies Date of service 4/13/18 & 6/19/18 Per Carecentrix and Florida Blue Apria was paid $30.35 $104.80 $43.99 $45.62 $78.60 At one time Fl Blue denied payment then after review they authorized payment per my plan . I have been working on this issue with Apria since 7/31/18 and nine phone calls later issue is not solved . On 10/26 had a teleconference with Jeff at Apria [protected] and with Lucy at Carecentrix [protected] per Jeff Apria was going to resubmit bill to Carecentrix not sure if this will correct the problem since Carecentrix paid Apria for these services already and Jeff was going to stop a collection agency from contacting me for Payment $404.31 which is untrue
Can someone please at Apria call me direct to resolved this issue Thank You al Erker [protected]

I have been trying for more than 2 months now to get a CPAP machine and

supporting supplies. More than 20 phone calls. They keep saying the

documents sent by the doctor are not sufficient. Then I have the doctor send

other docs. Then they say it's OK now and I will get a call to confirm order

status. No call ever takes place.

Then I call back and am told the documents are still insufficient. This loop was

repeated five (5) times !

I finally went to doctor office, and personally checked that Apria's

requirements were met and docs faxed. This still did not solve the problem!

I finally asked for a supervisor. None available... Was told one would call

back. Did not happen...

Never seen anything like this. Third world level of competence and service.
2 months of bad sleeping because of this insanity. This is negligence IMHO.

What to know about Apria...

*If you email a question, they will never reply.
*If you ask for a supervisor to call back, you will never hear from one.
*If you pay by credit card but had an earlier auto-pay set up, they may also charge you from that as well and not refund the money no matter how many times you call on it.
*If they tell you that your appointment is set on X date and X time, they have no way to email or provide a confirmation. These are all lies. When you show up at the correct time, no one will have heard of you
*If they tell you everything is straightened out, it's a lie
*If they tell you the disputed charge has been taken off our account, you will receive a paper bill and find it reinstated online the next month. If you call to get this fixed and are told your account is again zero, expect another paper bill the next month
*If you remove the details of your autopay account/cancel it, they will reinstate all the information without your permission and use it to double bill you a charge that's in dispute...a charge you can prove was paid over a year earlier
Oh, they wipe all history of your payments at the end of every calendar year so remember, save the screenshots of every payment, although it won't do you much good!

My mom is on oxygen therapy for copd, and of course apria is the company she's had to work with to get her supplies.

Our experience began in may when she couldn't be released from the hospital until apria had delivered her oxygen to the home. Several calls were made by the medical staff and our family to get this scheduled. It took 4 hours before customer service was able to locate the medical order (which was sent over several times). When the associate finally arrived to set up the oxygen, no apology was made, and the proper mask wasn't even included.

It then took another two weeks to get apria back out to the house to deliver the proper mask and portable concentrator.

More recently, we've had another negative experience. Our doctor prescribed a bipap machine to help remove dangerous co2 levels in mom's breathing. An order was sent to apria, who claimed they couldn't find the order. After three months of follow-up to get this machine, we demanded that apria find a local office that had the machine so we could get it. A customer service representative told us that a local office had it and they would prepare if for us. We drove out there only to find that they didn't have a machine, and wouldn't have one for another two days. We again demanded they find another location with a machine for us to pick up, no one offered an apology for the miscommunication, or to transport the machine to a closer location for us to pickup. Instead, we had to drive 45 minutes to get this machine so our mom could have relief. I'm disgusted with the lack of customer service, the lack of communication between the call center and the office locations, and the defensive attitude received in the office when you share your experience people rely on this company to breathe, it's life and death. I can't say enough negative things about this company, and their unwillingness to be patient-focused.
Apria, you should absolutely be ashamed of your poor level of service and unprofressionalism.

I was sent home with a hospital grade breast pump December 31st 2017. I switched insurance companies Jan 1st 2018 and the breast pump wasn't covered, so I called Apria and worked out with them that I would pay cash monthly to rent the breast pump. Then all of a sudden I was charges $1, 100 by them. I called and they told me that I own the breast pump and could not pick it up...What? I was supposed to be paying monthly to rent the breast pump and have no idea why I was charged $1, 100 (which caused me to go overdrawn - that is a lot of money) I had to drive to the nearest Apria and return the breast pump. I returned it two months ago and never received a refund for $1, 100. I have called about 10 times and been escalated to level 3 billing etc... etc...I have been told the VP is issuing me a check ASAP (That was a month ago) and the supervisor would put a rush on it (that was two weeks ago). I'm ready to go to the local news and warn everyone I possible can. I'm a new Mom and still waiting for a $1, 100 refund from this unethical and ridiculous company. I wan to warn every new Mom, please refuse any breast pump or any device your hospital offers to rent with this companies name on it.

On July 23, my daughter's (7yr) G-Tube fell off. I called the customer service at 6 pm. Instead of helping me she blamed me that I did not cal and order the G-tube in right time. They did not offer overnight shipping and said the same day shipping will deliver on 25th. In-spite of repeatedly calling and telling them that it is an urgent situation and I could not get the right size tube in the ER they shipped the g-tube at 3:15 pm today. They kept giving standard answer and offered nothing to expedite the whole shipping process. I am going through this whole trouble only because they do not do overnight shipping. I asked them to use a same day courier like Fedex which they refused. My daughter's both legs is in complete cast. She has surgery 3 weeks back. She was in pain for 2 days only because despite being a medical company they have no urgent shipping. They kept telling me everything closes at 7 in evening and even if I call in morning it will ship at 3 pm only and reach the next day. I don't think a medical supply company can give such a standard answer even at urgent situation. Very very dissatisfied.
Ananya Dhabalia: Account Number 0905DQP567

This has been an ongoing issue basically since I went with Apria after my previous company ceased business. For 9-mnths the wrong hoses have been sent. Insurance was billed for one order never sent. Unordered supplies were delivered. The Santa Fe rep gives only her lip-service runaround. Not gets done. Nothing is accomplshed, and whe claims there is no number of a superior available that I can contact.

Dr. TC Grove
[protected]

I'm not sure the category is correct, but my complaint is self explanatory.

Apria departments do not communicate in house. After receiving cpap supplies in January, they attempted to bill me for said supplies that are covered 100%, as they have been for almost two years. SIX MONTHS later and after multiple 3 way calls with my insurance company, where everyone agrees the coverage is 100%, I am still getting calls for payments and paper billing statements .

We have several patients who have been promised oxygen or repairs to broken equipment and no follow through. General manager and patient rep rarely will answer phone calls or return them. We have never been so dissatisfied with a vendor before. They put patients at risk by not supplying oxygen or necessary equipment. They also will not communicate information to patients or health care providers.

This is the worst company. They do not deliver when their suppose to and if they happen to show up the order is wrong.. Calling to get hold of someone is a joke.. You get transferred to different departments and everyone passes the buck to some one else. You can be on the phone for 20-30 minutes and get nothing fixed. I wish we were able to go to another company but with medicare there is not another choice..
Do not use this company if you have a choice.

My 3 1/2 year old son needs oxygen. We were supposed to receive a delivery today. I received no phone call to discuss delivery. I called Apria to follow up. They "could not verify insurance" (insurance which is valid and with which we have had no problems with ever) and therefore, my son could not have the oxygen he needs. I asked repeatedly, "How that can be...how can there be no other way to get the oxygen my son needs" and the representative said something to the effect of: "we can't do it without verifying the insurance. I hope nothing happens. If it does you'll have to go to the emergency room." So we are stuck, without oxygen that is necessary, and with no choice but to go to the emergency room once the oxygen we do have runs out this evening! How is this acceptable? Terrible company!

March 1, 2018 I had a titration and my doctor prescribed a CPAP. I have called and called Apria (5 times) to get my CPAP. I even drove to the Austin store to talk to a representative. All I get is the run around. If I try to talk to a supervisor, I am told they are on the line with another client. I'm not ordering a pair of flip flops; this is a medical device ordered for a medical condition. I should not have to fight for a prescription from a Doctor. All I want is for them to send me the CPAP that a doctor prescribed.

There are many things that have occurred with the transactions for my husband & i. We are replacing our cpap's after have machines since 2003.
1) lost our orders from the doctors 2 to 3 times. This process started in august of 2017
2) said our insurance did not approve the machines.
3) the insurance approved the machine dec 21, 2017.
4) requested number of times to have the machines delivered before the end of the year! This did not happen as we had hit our deductible. We had planned to purchase the machines right away as we knew we were going to keep them.
5) did not get machines until jan 5, 2017.
6) one of the orders were completely wrong!
• wrong mask sent air fit 10
• missing heated tubing
• missing dreamwear mask
7) called and they did send items out but it took 7 days to get items.
8) called to order filters and gel nose pillows which were requested in the beginning.
9) received wrong nose pillows.
10) I have called a least 5 times to return airfit10 mask & nose pillows. They said someone would call with return information! No one ever did! I took then items down to their reno store, where I had them sign that they received them and they said they would take care of returning them. This was on feb 2nd, 2018.
Now for the real problems! Their billing horrific billing practices! I
I received my first statement from them just after jan 20, 2018 the statement date. I called right away as there was no real information on the statement. I called to inquire about the information on this statement. The person I
1) problems with statement missing information:
Missing item information:
1. Item description
2. Item #
3. Item cost
Missing blue shield insurance information per item:
1. Blue cross insurance allows amount
2. Blue cross insurance paid amount
3. Blue cross insurance member portion
2) the items on the bill I look for is what I receive on all of my other health care bills. It should be included in any bill I receive from apria health care or any other health care provider.
3) in my phone call to apria they were very snotty and said that blue cross had paid their portion but there was no proof in the statement. I asked for a detailed invoice and all I received 2 weeks later was an inter-office document with no detailed information.in addition the information was very confusing and hard to match up to the few packing label I did receive.
4) I then called blue shield and they have been very helpful. Someone gave me the advice to have blue shield on the phone with me to pay off the machine. It took us 2 weeks to pay the machines in full. Problems we ran into.
1. Blue shield had to fax their statement 3 + times
2. Apria said it would take two weeks + to do this, blue shield gave
Them 24 hours to do it. Apria did not get it done and kept having excuses. We finally were able to purchase our portion of the machines after 10 phone calls.
3. I paid for both machines on my cc to end this nightmare on feb 9, 2018.
4. Apria on each and every phone call ask for payment not only for the invoice that was wrong I had in my hands but also for invoices I had never even seen. They could not email or fax them to me in addition so I could review them with blue shield. This is very bad business practices
5. Then to top it off they did an unauthorized on february 14, 2018 they charge to my card for $347.95 x 2 saying that was the remainder of the purchase of the cpap machines! That portion is blue shield.
6. I have been fighting with all day to get this refunded! Do not ever give them a credit card number or even a checking account number send check or money orders in for your payments!

Review all your bills and request your statements to show your insurance payments. This is a chart of the problems on the bill of items from apria.
• notice the apria website costs compared to the apria billed amounts.
• look at the notes/status -
O items note received but charged
O items have been returned but no credits given yet for returned items and they have been difficult to return.

I have had continual billing issues with Apia. My primary care insurance is Gilsbar and my secondary insurance is Cigna. The account is managed by CareCentrix. I had been previously billed for 37.70 which I paid and was later refunded and then billed again. This was later sent to collections.in speaking with CareCentrix the customer should not be billed directly based upon the contract between Apria and CareCentrix.

I was made aware of an outstanding of 200.00 plus dollars around August - September 2017 although never billed. I assumed this was paid by one or both insurances.in late December 2017 I received a bill for services dated September 13th 2016 (ooqm7407). I again contacted Apria and was advised that the claim had been denied. When calling CareCentrix they advised that they had never been billed for the date of service.

On January 21st 2017 I spoke with both my primary care and secondary insurance as well as CareCentrix to again be told that the no billing was completed other than the primary. I have been on several conference calls with Apria and CareCentrix with no resolution.

On February 12th 2018 I again received a collection notice referencing the same account as stated above. I along with my secondary insurance provider advised that this was a covered and not billed.

On February 14th 2018 I spoke with a customer service person Janelle with Cigna. I asked to contact CareCentrix and Apria to work through the billing. She advised that she spoke with associates with both and after an hour with each no solution was reached. She advised that she attempted to obtain a invoice to reference and was refused by Apria. She advised that this was a qualified coverage and was perplexed why Apria refused to bill. She further advised that CareCentrix has a contract with Apria which does not allow direct billing of the customer and if billed after a certain period the charge should be written off. I don't have an issue with satisfying the debt although I do believe this is a billing issue and a company should follow the contract as agreed.

The other concern that I have is that I have not receive any additional equipment since March 2017 and I wasn't made aware of any issues until I called to inquire about the bill received in December 2017.

I have had countless phone calls from Apria to update insurance information which has remained unchanged and at times was several times a month to several times a week. The billing issues started after the Bullhead City office closed. I have received items that were not ordered and when calling to report Apria had no record of them being sent. This happened on several occasions. When the wrong items were received I did not receive the items on the script.

Please assist with this issue. I have spent no less that 15 hours on the phone dealing with billing issues that should be dealt with by employees rather than being billed a year or more after. I do not believe that it is the best practice to send a balance to collections after the first bill especially when asked by an Apria employee for me to contact the insurance company to rectify the payment which I was working on. I am frustrated with the lack of customer service provided after repeated attempts to rectify with your company.

Respectfully

David Reif
Account # 0104BUZ019
[protected]

Apria has the worst customer service people. I placed an order for my husband's cpap supplies in the middle of january, the 12th. Apria never once reached out to us to let us know there was a issue. The following week I called to checked where the order was & they were waiting for authorization but they sent it to the wrong company, come to find out another week later. I had my insurance company call apria to explain that the authorization had to be sent to the medical group hills physicians which did authorize it on january 31st. Now here's where apria really failed us. Not only did I call to give the authorization # but my dr.'s office did as well. There was no record on my husband's account that anyone every spoke to myself or the dr.'s office. This was february 6th now. Come february 12th I called again now exactly 1 month after the initial order placement all the while my husband is reusing his supplies. Really nice huh. I call & I am told they have no record of the authorization number, I give it to the rep again. I am put on hold while they try to verify it with our insurance. I told them it is not our insurance that pays it is our medical group. They didn't want to help & said they couldn't deal with the medical group & it had to be faxed. I contacted my dr.'s office again to deal with apria. Apria had us listed over 50 miles away from the base delivery point I guess the whole time. Mind you every time I call the 1st thing I am asked is our zip code. Seriously how hard could it have been to ask/ call to verify their mistake. We've been a customer for a few years & the only thing that changed come the 1st of the year was our insurance so how did the distance change? Thankfully my dr.'s office mapped it for apria, 13 miles & our supplies are due to be deluvered, hopefully in 2 days now. Only over a month later. No thanks to anyone at apria.

A month and a half into 2018 and I am already a month behind and short on my supplies and hope I can get the remaining 11 but I am not holding my breath. How does Apria make up for the shortage? Dropped off the monthly order to the Peoria Illinois local office on January 11 and the order did not get place until January 29. I wonder how many other months I was be short an order for 2018. When I complained to the local office and talked to Ron and Amy who in my understanding are branch managers filling in from other offices I told them maybe it was time for me to switch companies for Ventilators supplies. I was told by both of them that I should do what makes me happy. I was shocked that they would be willing to send me to Apria's competition rather than keep me as a customer. I believe we have been a customer of Apria's for about 10 years and the local office wants to send people away then keep the business. If Ron and Amy worked for me I think they would be looking for other employment after this. In the past Apria have challenges in delivery of supplies on time so it was worked out with the previous branch manager that I would drop the orders off and they would follow up on them. I guess now Ron and Amy have litter desire to take care of customers and provide good customer service. I also asked for a follow up phone call which I did not receive. I look to have local responsiveness for my ventilator supplies and it appears like Apria does not want to supply that any longer. Apria customer account number 13915. I will also post this on Apria website for customer service.
My expectations for customer service from Apria are very simple. I drop the order off at the local office and they follow up on it.

Another review - if I could give a big zero I would. Complete lack of interest in a straight forward order. Began the process to get a cpap in november. Got the sleep study and my doctor sent in the order on dec 12 2017.in that order it included the recommended settings for an automatic cpap. I contact apria to make sure they have what they need and process my order at whichtime they said they needed the pressure setting. You know, the pressure setting which is *automatic* and clearly identified in the order. They call on christmas day to tell me they are processing my order. I let a week go by and decide to follow up. They again indicate they need the pressure setting and that they attempted to contact my doctor on dec 25th but there was no answer in the office and they didn't leave a message because they couldn't figure out how. By this time I have gone back and forth a few times between my doc's office and apria. I was literally doing their job for them. After I thought it was all straightened out I called again after waiting a week with no update (now well into january), and then they tell me they need a doctors note indicating how long I have had my existing cpap and my compliance. Wtf... Why did they not say that in my first phone call? Why did they never follow up with my doctors office? Why am I facilitating this? Now it's february and still no cpap. No interest in customer care. I've lost all patience with apria who appears to have a total lack of interest in customer service. They say "being the best means more than just being the largest home healthcare company in america. It's about making sure that we exceed the expectations of those we serve every day."... My experience is the exact opposite.

Here's a bizarre twist: Apria, the company that provides masks for my sleep apnea equipment is dunning me for a payment which I already made in 2016. I made the payment to Carecentrix, which in those days handled Apria's billing, but Apria has ended its relationship with Carecentrix. I sent them a copy of the cancelled check: they sent me a more-than-usually illiterate letter saying: "You have provided a copy of a check made payable to CareCentrix, a copy of their statement, and our statement for balance due advising that you have paid in full. . . As the check you provided states you paid CareCentrix not Apria Healthcare. If they have not refunded you for the payment, please contact them directly as we have no affiliation with them. For these reasons, the balance in collections is valid and will remain." This bizarre letter was "signed" by "Laura T" (no last name given) in the Patient Account Resolution Team. What kind of company tries to get a second payment from a customer who's already paid?

The very worst company to deal with. No followup or conversation of any kind. I've been waiting for an apnea machine for 6 weeks and counting. I verified 4 weeks ago that all paperwork was received. Today I spoke with Carla who informed me that the order is "still" processing? When I asked to speak to a supervisor she left me on hold for over 15 minutes. Rude, irresponsible and quite frankly very unprofessional.