Apria Healthcare Group
Reviews and Complaints

I called and requested a wheelchair p/u. I advised that the wheelchair was NO LONGER at the address delivered to and gave the correct address. PIck up was scheduled for Monday, Oct 16, 2016 after 5 p.m. I called afterwards twice to verify the pick up date and time. Today 10-16 around noon I received a voice mail from the driver trying to do a wheelchair exchange Being I was at the hospital I did not get the message until after 6 pm. Then around 8pm the driver called and said he was on his way. Then we started playing voice mail tag, one of his messages saying he was here and the gate was locked. I don't have a gate. I called the [protected] number. I chose Kaiser. The "representative" I was connected to was either on drugs or is unable to understand the plain simple English words or spellings. After she explained to me that there was no pick up (or exchange) scheduled and I had already told her I had just spoken with the driver & he had just left a voicemail saying the gate was locked. She put me on hold for over 12 minutes and came back verified address and then said she was putting me on the schedule for the next two hours. The driver called me and advised that the address on the form was my former address, as he was on Duarte Rd in Monrovia. This is shameful customer service and I really hope the representative I dealt with is given how to give excellent customer service training, which includes not leaving a customer on a dead line for minutes without coming back to advise she was still working on the issue. There is another issue but under a different name,

So rude! Terrible line, could barely hear the person who was audibly irritated by my call.
Not at all helpful today, although yesterday I called the same number and had a much better experience with a much more pleasant and polite assistant.

Some people are in the wrong job I guess!

Absolutly the worst, most confusing, badly set-up, badly run company i have ever had the misfortion to deal with! All i want to do is to order my supplies on-line. I get emails stating that it is time for me to reorder supplies and that i can do so through my on-line patient portal. When i try to log in it says either my email address or password is incorrect. I tried resetting my password only to get "there was an error resetting password, please make sure that you use correct email address." so i tried creating a new account and get "already registered. Please login". Have tried this with several different email addresses of mine. Spent close to an hour several months ago on this getting transferred all around. An email was supposedly sent to address the issue but never received a response. So ended up ordering my supplies on the phone. Today (9/22/16) i went through the same thing. For 19 minutes: called number on website [protected]. Transferred to [protected]. Transferred to [protected]. That person tried to transfer me back to the 877 number above. Asked to speak to supervisor. Instead he tried to transfer me to my insurance. I asked for a number to a complaints department and he gave me his departments own number. I was polite, but ended up terminating the call when he said he could not help me and would not transfer me to a supervisor. Went to the contact us link on the website. Called [protected]. Finally got through to kevin. He tried to transfer me back to the 877 number. Said that i had to tell them to email their supervisor to escalate the issue. He sis he could not do anything. Asked to speak to supervisor. Again no luck. I was polite. He transferred me to the 877 number. She said that she could not help me, that she would send an email to the appropriate department but didn't think they could do anything. 22 more minutes gone. I don't like to order supplies on the phone because then i get placed on their automated calling list and they wear me out calling. I spent an hour and several call transfers to get off of the calling list. I was frustrated, but clearly told each person that i did not blame them and that i understand they are just doing their job. I never raised my voice or used foul language. Everyone i spoke with was also polite. How in the world can they do business this way? As soon as i can i will be switching equipment providers and notifying my insurance company of the issues.

Be warned... Do not use this company if your health relies on it..

On august 19, 2016 i contacted apria to ask that they expedite my delivery of a cpap machine as i was experiencing nightly bouts with lack of oxygen due to failure to breath. I was told that there was no way to expedite the delivery, but that their process was taking 7 to 10 business days to complete delivery. On august 22, 2016 i was called by a representative in arizona to tell me that they had received my order on august 19, 2016 and would send it through processing and that processing took 7 to 10 business days. I was assured that all of the paper work was in order and that if there was any delay, i would be contacted to help them resolve the delay. On september 8, 2016, the 13th business day after not hearing from anyone, i started calling again. I was told by the rep here in missouri that they had asked that processing be expedited by asking a manager to get the process completed. I was also asked for my phone number and told i would be contacted to let me know of the plan. No one called me. I called again to arizona to get more direct help. I was apologized to and told that processing does indeed take 7 to 10 business days and that they could see on my account that a manger was going to be asked to escalate the process. I asked simply if my order was delayed or somehow abnormally processed. I was told that there were no comments on the order to indicate any problem and that a manager would call me. After asking if the manager had yet been asked to escalate i was responded to with frustration that the notes did not indicate anything else.
I am still waiting for a call. It seems that this company has such a poor record that their phone reps apologize for everything. They apologize for having to put you on hold and hope it wasn't an inconvenience.. As though you mind waiting for help to get the real problem solved. I recommend you search here for each of your other options in getting equipment needed for your health.

Stay clear of apria healthcare

I got a cpap machine in 10-2014. They billed the ins uhc for all items, but the actual machine! 6 months after i started getting bills. I've called the customer service phones. Which there are many! They all are outsourced and difficulty with communication. The ins told them after many conversations that they need to bill for the machine. They paid 100% of the other items that they did bill. Apria kept telling them they did. So about a year later after dozens of calls. I get collections calling daily. I went into the office that i bought it from. Never anyone up front. I somehow got a managers/and her managers numbers with them after a month they said it would be taken care of and they will call the collections agency and write it off. Once i started the calls again, i tried the same numbers. They also now forwarded to the mysterious apria hotline in the middle of an island. Since it was their error and outside of eligible billing period. Excitement was short lived. 3 months later collections started calling again! I went into the office 3 more times. I was told their out of office, in a meeting, and make appt. When i requested to do so. The front desk handed me a note pad to write the manager my request. She would then "personally" give to manager on monday. Well it's been 6 weeks later and nothing!. I'm at a dead end. It's now a at 2 years ago this started. I have no idea how to resolve this other than a lawsuit.

My Husband in on 24/7 Oxygen. He ordered a replacement concentrator Friday morning 08/26/2016 along with 6 small O2 tanks that he could easily carry to replace the larger two that were brought to him last June. Apria called and left a message twice Friday stating that the 2 work orders would be delivered between the hours of 1:15 pm and 6:25pm. No one showed. We did finally received a phone call at 10:00 pm that evening. Good thing I was awake to take this call. The driver apologized stating that he doesn't know why a delivery time is given, because the driver cannot always accommodate it. I turned him away that evening after he said could have the equipment rescheduled for Saturday. Low and behold..no delivery Saturday either. When I called the same driver phone number from the night before, he stated after calling me back that the second driver apparently had the wrong equipment on his truck, so instead of going back to the business and obtain the correct equipment, he just pushed our order aside until his shift was over and clock out to go home.

I called again (Sunday morning) 08/28/2016 about 11:00 am and spoke to a customer representative (from another country) and was told that the equipment was on a truck for delivery today. It is now 9:39pm and we have not received the items.

My Husband had a scheduled Doctor's appointment for Monday 08/29/2016 with his Pulmonologist, since the portable O2 tanks did not get delivered, we have to try to reschedule. He cannot leave the house until they are received. He also is not receiving proper O2 from his concentrator.

This delay is causing him severe anxiety and stress. For a man with stage 4 COPD this is not a good thing.

We would just like the equipment to be delivered on time and during daylight hours. Because our Insurance is paying for the equipment, we cannot go elsewhere.

I called apria healthcare 800 number which i find out is in tennessee. I called yesterday (friday) and another time and had to wait an hour for someone to answer my call. My time is precious and i had other things to do but i had to call them regards to a screwed up bill they keep sending us and calling and harassing us about. Which they are not billing my correct insurance company. I told them numerous times about my insurance change effective jan 1, 2016 but they just can't get it right. I talked to my insurance claim department and they told me to have them put my husband's account on hold since they never received the bills, gave me a reference number so they would stop calling us. I then called apria and when someone finally answered she said she can put my husband's account on hold but cannot stop the calls, etc. I also asked her where i can make a complaint and she said their website which is incorrect information. There is no place to lodge a complaint there. I hope this gets into the proper hands of someone who can do something about this terrible service...

We have dealt with Apria Healthcare and had a CPAP machine for years. My boyfriend working construction needed updated machine with readings. We went to the local store. The man's name that we dealt with was John. John told us he needed to have a cigarette before he could help us. We had a sign 30-day CPAP breathing machine had to hold with a credit card I confirmed with him there'd be no charges and the Machine would be returned after the 30th day. In the middle of the transaction John needed to step out to help another cigarette. He told raunchy jokes in the middle of our transaction.
If my boyfriend did not need this so bad we would have walked out. After the 30th day I returned the machine and felt the need to get a return receipt. John was extremely offended and went out for another cigarette. John then went to the back receiving area and left me waiting for over 20 minutes. Another customer came in which he proceeded to help them with thier machine while I waited. Finally John talked to me and assured me I did not need a receipt and that they would not be billing me because it was only a 30 day use for state requirements. I insisted of having some form of returned receipt being he took our credit card number. He got very mad but finally printed the receipt which took less than 30 seconds. When rudly handing me the receipt he overstepped bounds, Steppin on my left foot, which I wear of full Foot & Leg brace for walking support. It was very painful and I asked him to step back and apologize. He did step back the refuse to apologize. Stating if I hadn't wanted the receipt he would not have stepped on my foot. That comment made me feel as if he did it on purpose. He then went to his office grabbed another cigarette and went outside to smoke. The supervisor came in and I described to the supervisor our unhappiness. The supervisor blow us off and said you know how people are who smoke. I asked the supervisor to go out to talk with John because I wanted a simply apology and I would wait inside until they were done. the supervisor said he did not feel I had one coming because it was purely an accident. Nor did he have time for petty things. This petty little thing caused damage and I ended up having another ankle surgery.
I walked out very upset, in pain, passing through the smokey front door where John was still smoking while his other client are still sitting at the table waiting on him. John opened the door and sarcastically said to me have a nice day.
I called the customer service line and could not get a person to talk to, very frustrating. I went back to the store asking for the name and number of the person who overseers the supervisor but was told he was the top of the line and there was nobody else so I could talk to.
As if that wasn't enough of a headache 60 days later our credit card is charged. I was forced to go into a store I swore I'd never would go back to with my signed receipt to prove that they had received the machine. That visit was very pleasant in short.
Shortly after John started calling her asking us that we did not return the machine and demanded that we return it or he would charge your card he did this for 3 weeks.
Never will I step into that store again.

I have been an apria healthcare client for two years and have had nothing but headaches. I am so tired of getting the automated system! I have spent an enormous amount of time trying to get to a human and when I do, they will have someone call me back in 48hours. This has happened so many times. Half the time their computers are down and will call me back. Way toooooo much time spent on trivial matters getting to a tech.
I have recently had bronchitis and my doctor thinks it is from bacteria getting into the tubes of my machine. I have had problems with the humidity and the coiled tubing. Apria suggestion is to get a room humidifier! I clean the parts once a week and apria has no idea how to help me other than suggest I buy more tubes.
I am so upset by the service and how much time I have spent on the phone. You never get the same person so who cares. I will warn everyone I know, not to deal with this company!

I was referred to Apria by a very satisfied customer in 2009 and quickly became one myself. I got spoiled by the friendly, competent service of Fredo who always made sure I got exactly what I needed delivered to my doorstep the next day. However, when Fredo left, things began sliding downhill. I started having to make repeated phone calls to get what I needed. I had to check up on the company to see that they actually SHIPPED out supplies well before the end of the year so I did not get charged a new deductible at the beginning of the next year. Then their equipment couldn't read the usage card to prove I had actually used the equipment so I had to pay an extra deductible because they delayed beyond the end of the year to get a new machine. Then when I got a new machine they messed up on the billing causing me to overpay. Then I had to follow up several times to get my refund which came to me in the form of 3-4 piece meal checks instead of one. I left no less than 3 separate phone messages for respiratory therapist to explain to me what "event" meant on the new machine read out. In each message I explained that I'm on the phone most of the day for my work so the therapist needs to leave a voicemail message with the answer. Each time the therapist left a voicemail message with just name and number and no explanation of what "event" meant. No, it does not explain it in the owners manual. By that time I was thoroughly exasperated. I contacted CPAP.com by chat and in 30 seconds had a complete answer and reference to a place on their website with tons of info. When I complained to the Apria about the new full facemask leaking air, they promised to replace it under their satisfaction guarantee. All I needed to do was shop for and let them know which model I wanted instead. When I got back to them with the model, they refused to honor their word because it was beyond their 30 day replacement period. When I attempted to reach the Chief Financial Officer to advise her of their complete and utter operations breakdown (not just my immediate situation but an overall operations problem that I have witnessed over the last several years in multiple interactions with Apria), I was refused contact with her. Instead, I was passed down to a customer service representative like used tennis shoes and told that there was nothing they can do. Apria has completely lost sight of what good customer service is all about. Fredo knew. That's why someone else snatched him away from Apria. Maybe it was CPAP.com? That's where I'm taking MY business and that of everyone else I can tell.

More than fourteen (14) months ago I sent to Apria Health Care, by certified mail, return receipt requested, the letter set forth below. That letter, which sets forth: (1) the substantive grounds for my position as to an alleged underlying debt, and (2) my efforts to resolve the dispute in a civilized and principle way. To this day Apria has inexplicably failed, neglected, and/or refused to call me as requested--and indeed as promised. Instead, it has simply turned the matter over to a collection agency and attempted to stain my otherwise pristine credit record. Since my original letter, I have repeatedly attempted--in writing and otherwise--to remind Apria of my letter and Apria's promise to call me in an effort to resolve. I did so most recently by letter dated April 25, 2016, a copy of which is likewise set forth below. Given that Apria continues to this day to stonewall, I submit that regardless of the merits of its position, the manner of its handling of this matter is plainly irresponsible and unethical.

Sincerely,
Ronald B. Shwartz

9 March 2015

BY CERTIFIED MAIL,
RETURN RECEIPT REQUESTED

Apria Healthcare PPMC
1328 S. Highland Avenue
Jackson, Tennessee [protected]

Re: Account # 0583SHW004
Patient Name: Ronald Shwartz

To Whom It May Concern:

This letter concerns the serial notices I have received from Apria purporting to inform me that, in connection with a charge (if I understand your Invoice) of at least $477.09 for a CPAP ResMed S9, my account is “delinquent.”

First some context. In or about July 2014, I contacted my local Apria branch in East Providence, Rhode Island to confirm my understanding that I was by that point eligible for a new CPAP. My primary coverage is Blue Cross/Blue Shield RI Coast to Coast and secondary is Medicare. In consulting with at least two different individuals at that branch (one identified as its manager, the other a respiratory therapist), I had specifically inquired as to whether the CPAP was fully covered and available to me without incurring any out of pocket expense. This was a critical and explicit pre-condition of my going forward and I was assured of it in no uncertain terms—no ifs or buts as to deductibles or anything else. I am therefore compelled to reject any further reflexive notions to the effect that “You must have misunderstood.”

In reliance upon Apria’s original assurance, I proceeded to order and take possession of the new CPAP. Thereafter I began to receive invoices, charging me in full, eventually followed by your company’s “explanation” that coverage had not come into play because an annual BC/BS deductible had not been reached.

In recent months I have made countless attempts by phone to reach someone in a position of appropriate discretionary authority in order to discuss and resolve this matter amicably. These efforts have met with frustration and wasted time at every turn: Apria failed to keep promises that a higher-level “supervisor” would call me; subjected me to endless loops on an ill-designed voicemail carousel; kept me on indefinite “holds” only to then disconnect me; sought to transfer me from one individual to another to no avail (including “Latisha, ” “David, ” “Luke” et al); and otherwise engaged in what can only be described as the inept communications of a company that can’t shoot straight.

This pattern was reinforced as late as today, when I was forced to spend almost a full hour, and a crazed medley of three telephone transfers, simply to confirm the correct mailing address to which I could send a formal billing grievance. When I called the very phone number provided on Apria’s own Invoice for “questions about billing/payment, the person who answered said that her company, while associated with Apria Healthcare, was not Apria Healthcare and that no one in her company could confirm the mailing address or otherwise handle billing issues, so she would have to “transfer” me. I was then transferred, only to be asked by the next person: “Which Apria Healthcare”?—as if customers are somehow expected to divine the arcana your company’s corporate structure.

And that, as I say, is merely the latest in a long history, a barely fractional account of all I have encountered in search of ordered and intelligent life in Apria-world. Frankly all of it brings to mind that even representatives of your own East Providence branch had openly admitted to me last July that Apria’s corporate decision to “centralize” had seriously confused and undermined customer relations and operations overall.

Despite its chronic failure to respond cogently if at all to my communications—failing despite repeated requests to make good on its promised call by a higher-level supervisor—Apria has seen fit to threaten me with collection action.

Before this Kafkaesque course of conduct descends into reciprocal litigation, I respectfully ask that Apria see its way clear to keeping its unequivocal promise and at long last have such individual call me. Until such time, and pending the principled good faith discussion I have sought since Day One, I do not intend to reinvent the wheel with yet another rank-and-file billing representative and do not intend to pay for the CPAP out of pocket. I would be pleased to remit payment without delay for any relatively minor invoiced charges, once they are clarified, to the extent they pertain to any items ancillary to the CPAP and not covered by my insurance.

Please be advised: (i) that if in the meantime you try to cast a stain on my credit record, I will seek full recourse and otherwise defend against Apria’s claim with all resources available to me; (ii) that if you enlist a collection agency, I do not welcome or intend to accept its calls; and (iii) that this letter is without waiver of or prejudice to my rights, remedies, claims and defenses, all of which are hereby reserved. In any event I sincerely regret that Apria has let things come to this and will accordingly hope the promised call is forthcoming.

Thank you.

Sincerely,

Ronald B. Shwartz

cc: BY REGULAR FIRST CLASS

25 April 2016

Apria Healthcare PPMC
1328 S. Highland Avenue
Jackson, Tennessee [protected]

Re: Account # 0583SHW004
Patient Name: Ronald Shwartz

To Whom It May Concern:

Please—AGAIN—see my Letter to Apria dated March 9, 2015, a copy of which is attached. The letter was originally sent (and I have proof of receipt) well over one year ago. I have sent a copy of it repeatedly since then. It continues to be roundly ignored.

As the letter reflects, I have been trying in good faith to resolve this matter—all to no resolve. It states in relevant part: “In recent months I have made countless attempts by phone to reach someone in a position of appropriate discretionary authority in order to discuss and resolve this matter amicably . . . Before this Kafkaesque course of conduct descends into reciprocal litigation, I respectfully ask that Apria see its way clear to keeping its unequivocal promise and at long last have such individual call.”

Nearly fourteen months later I continue to await that call: “Despite its chronic failure to respond cogently if at all to my communications—failing despite repeated requests to make good on its promised call by a higher-level supervisor—Apria has seen fit to threaten me with collection action.” Please read the letter in its entirety. I am still awaiting signs of intelligent life at your company; until such time as I do, Apria has no one to blame but itself for the current status. This letter, like the original one, strictly reserves all my rights, remedies, claims and defenses.

Sincerely,

Ronald B. Shwartz

/RBS: js

I have asthma induced copd (And am currently in the middle of one of the worst asthma attacks I have had to date), and have been actively trying to purchase a new nebulizer cup from apria healthcare since march 23, 2016.

History:
On march 23, 2016 while using my pari proneb ultra nebulizer, I noticed that the "replace neb cup" sticker had changed color (Indicating that the nebulizer cup needed to be replaced). I called apria healthcare [protected]) and ordered a new "neb pari lc plus" (New cup and tubing).

On april 8, 2016 I called the apria customer service group again and after being put on hold 2-3 times and remaining on the line for about 8 minutes, I was told that something happened and the order had not been processed. The customer service rep told me she would make sure the order was placed and I would receive it promptly. Note: by this time, I noticed that my nebulizer cup was damaged but I had no choice other than to keep using it to help control my asthma.

On april 15, 2016 I called the apria customer service group yet again and told them my nebulizer cup was damaged and where was the new cup I had ordered previously. This time I was put on hold 2-3 more times and remained on the line for yet another 8 minutes or so. They said they placed the order and that someone would call me to confirm payment (Which they never did), and I will receive it in 7-9 business days.

On april 28, 2016 I called apria customer service and demanded to speak with a supervisor. I was placed on hold for almost 10 minutes before jasmine (Supervisor) came on the line. I told her what was happening and that my nebulizer cup was damaged, that I was in the middle of a bad asthma attack and I needed a replacement nebulizer cup. I also asked her how they are able to stay in business if they cannot successfully take orders and ship product. Additionally, I suggested to her that they start living/supporting their mission statement "customers are the best part of apria", as clearly they don't care if their customers are having trouble breathing! In total I was on this call for 23 minutes, most of which was on hold while she checked this and that. She apologized several times and promised me that I would receive my nebulizer cup and tubing at the latest on may 2nd or 3rd, 2016.

I did receive a call last friday asking if they could charge my co-pay to the credit card on file. I approved this charge.

To date, I have not received the new nebulizer cup and tubing, nor have I received a call from the company telling me there is a problem. So I have resorted to filing this complaint here on this site, with my insurance company and other places online in hopes that it will get their attention.

In the meantime, I am still struggling with my asthma and am using a damaged nebulizer cup which I believe is not functioning as well as it should. Thus, I do not believe I am getting the full benefit from my nebulizer that I should.

I am hoping that you help me get the supplies that I need.

After the correct deduction was made for CPAP supplies, Apria continued to deduct from my account totaling $118. This has left me broke until the next disability check in February. As much as they've finally taken my account off auto deduction, they have not mentioned refunding me. All deductions took place from Jan 17 thru Jan 24.

I need my money now. Eating is a necessity.

Dec 3, 2015, I ordered c-pap supplies for my wife and myself. Was told by the person that took the order the co-pay would be 79.00, gave him my debit card info, supplies arrived. On Dec 18 my bank calls to see if I have authorized Apria to charge 364.40 to my account, answer was NO. I called Apria and was told I owed 0. On Dec 21 they took 364.40 from my account anyway, after several phone calls and getting no where, I went to the bank to dispute the charges. The bank rep was put on hold about 1 hour and the Apria rep came up with a dog and pony story that "That were looking out for our health and wanted us to receive our supplies no knowing what our deductible was." Thats why they charged me for the entire amount. She was going to check a couple times a week and as soon as Apria received insurance money, I would be refunded the difference. Ok fine, so I called today Dec 30 to ask for a receipt for the 364.40 so I could claim it on my taxes and was told there is no record of any such transaction. I guess my money is in electronic limbo. I will never ever deal with this company again..

Took 10 days for Apria to call back with ok to get supplies. Went to get machine/supplies as told to by their customer service department to do so today (Monday 12.28). Apria door sign says open 8 am to 12 noon; closed lunch then open again. Told by young man that the RT was on vacation- they only have 1 person - and if to come back or drive to Lake City 2.5 hours today to get machine/supplies today by snarky black man. Obvious he did not like elderly white lady. Told he could not help me at all, would not set up for delivery either. I asked for 12-29 appt. Told me lady arrived at 9 am, she would see me at 10 am. I asked if that was an apt and he said no, if others came in before me they would be seen first. I repeated why tell me to come at 10 am if others can walk in and be seen before me. That is not an appt. He said that was the way it was. Obvious poor service, and I am also writing the company as well. One RT and the office is closed, makes no sense.

I needed a CPAP machine and am covered by a Humana HMO Exchange plan. As I had met my Maximum Out Of Pocket for the year, Humana should pay 100% of allowed claims. Unfortunately Humana have an exclusive contract with Apria Healthcare: when I went to get the machine they refused to give it to me unless I gave them a credit card number. They told me that this would not be charged as it was only to make sure that I would return the machine at the end of the rental period. Liars! Although I was reluctant to give them my card, there was no way I could get the machine I needed without, as Humana will not allow me to go elsewhere. Suddenly I get overdrawn warnings from my bank (and a stack of $27.50 charges) although there should have been around $250 left in it. Without any warning, and without sending any bill to me, Apria just decided to charge my card for $249. That was on December 12th, leaving me without any money to buy food, gas, or other essentials, until January 3rd. On contacting them they refuse to refund it, claiming that there was a balance due on the amount paid by Humana, without explaining why or sending me a bill. In fact to contact Apria Billing about the matter you have to enter a number from the bill (the one they never sent me)!

On November 4, 2015 an agent from Apria Healthcare left for someone else on my voicemail . The agent stated that they were leaving the following information on the number dialed because the "original number given to them was no good". The information left on my voicemail contained the patient name, insurance status, appliance ordered, and insurance company. I contacted Apria to notify them of the error, and was assured that my cellphone number would be removed from their system. On December 1, 2015 I received a "follow up" call from Apria inquiring as to whether I had received my child's medical equipment. I again telephoned to advise them of the incorrect number. I prefer not to receive medical information about a patient I do not know. I also believe this is in violation of HIPAA.

I’m having foot surgery on Tuesday, November 24th, and will require a HurryCane (3-pronged cane) for my recovery. I called the local number listed for Apria on Tuesday, November 10th, and got the national customer service line. I gave my info over the phone and let them know I was having foot surgery on Tuesday, November 24th, and needed my cane no later than Monday, November 23rd. I then tried to fax in my script to the number they gave me. The fax failed, due to an error on your end. I tried faxing the script again on Thursday, November 12th, and it finally went through. I called Apria on Friday, November 13th, to verify receipt of the fax, and asked when I could expect my cane. I was told that the person pulled up my info and put a “911” on it to get it processed faster, and that it would probably be worked by the end of the day, but certainly by Saturday, which would mean they would call UnitedHealthcare on Monday for approval. I was informed that after the script was processed, they would order my cane, then the local office would contact me when it was ready to pick-up. I was told that they received a delivery of DME equipment every Friday, so I should expect my cane the following Friday, November 20th. I called in to Apria again on Tuesday, November 17th, and found out my script hadn’t been processed yet. I was put on hold while the person I was talking too called the department responsible for processing my script. I was told I would receive a call within 24 hours with info on when I would get my cane. 24 hours passed, and I called Apria again on Wednesday, November 18th. Once again I was put on hold while the person I was talking with called someone responsible for processing my script. I was told my script had been escalated, and I should hear from the local office about picking up my cane by the following day. Thursday passed without any contact from Apria. I called again on Friday, November 20th. I was told that my claim had finally been processed on Thursday, November 19th, which was a week after Apria had received my faxed script and 6 days after Apria had promised it would be processed. I was told the warehouse didn’t stock the HurryCane I was prescribed; that it was a special order. I reiterated that I was having surgery on Tuesday, November 24th, and that I needed my cane no later than Monday, November 23rd. I was told I would hear from the local office before the end of the day letting me know when I would get delivery of my cane. Later in the afternoon on Friday, November 20th, I received a call from Apria telling me that I could pick up my cane from the Wichita office. I took time off work to go pick up the cane, because they close at 5pm. When I arrived at the Apria office, they tried to give me a standard cane, instead of the 3-prong HurryCane I had been prescribed by my podiatrist. Apria didn’t have a HurryCane in stock, and told me that there was no way they could get one in before my surgery on the morning of Tuesday, November 24th. The lady at the front desk told me I should take a copy of my script to Hart Pharmacy and Home Medical. I informed her that Hart was NOT in-network. I told them to cancel my order for a cane, as I would have to go buy one at retail price and wait to get reimbursed by UnitedHealthcare. So, I was lied to yet again by Apria, and wasted my time and gas money to go pick up a cane that they didn’t have.

On October 30th, 2015 I ordered a nebulizer machine through Apria. I was so relieved to find out that they deliver and they accepted my insurance. I was charged the co-pay and delivered the machine. Without any notice I was charged over $110 today! I was so shocked and surprised. Apparently, when you sign for your delivery you sign something in the fine print that says if your insurance does not cover the total they can bill your card on file for the balance. While it's not unheard of to pay the remainder, I was just in shock that there is no courtesy call or bill sent out to let you know a withdrawl will be taking place. I have a house payment that is automatically withdrawn tomorrow and am short for it thanks to this company. I just can't believe they would do something like that. I received no notice that the insurance didn't cover the total and they sure don't explain that horrible little detail when you get your machine. What kind of company is this? BAD BUSINESS! It was such a struggle to find a company in this area who took my insurance and I just can't believe this is the way it was handled. I sure hope I NEVER have to use them again. While the people I talked to were friendly, the way they bill people is awful!