JON T Fqy

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Verified Reviewer
| map-marker Washington, Ohio

Not on your life

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due to snoring i did a sleep study and was found to need a cpap unit. my physician set me up with apria healthcare. i received the unit quickly, before i even knew the results of the study, but from there it goes downhill. the company began calling/mailing bills within 4 months service. upon calling my insurance company i found they needed to send a retro authorization form in order to get paid. simple to do they said and the company should know exactly what they needed. 1 month goes by and more bills so i call the insurance company again. they've not heard from apria. this time they give me a fax and reference number to give to apria. contact apria and give them this information. another month passes and i receive a bill again. same deal, contact insurance company, who hasn't heard from them. then apria gives me some bs about my claim being denied due to noncompliance. insurance never heard from them so obviously they're lying. two days after i told them their company can *** off they show up at my door to "reclaim" their unit. totally incompetent service and even worse customer service
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Loss:
$900
Cons:
  • Incompetence in billing and customer service
Reason of review:
Problems with payment

Preferred solution: Full refund

4 comments
James M Zmq

Apria sucks .Billed medicare 240 dollars for a nebulizer that I could have bought outright on Ebay for 43 dollars including shipping . Then the bills started coming .

One for 37 dollars and then one for 21 dollars . Asked what this was for and they said for supplies but I never got any supplies . Called and talked to someone that could hardly speak English . Then my doctors office called and said Apria would pick up the machine I never used .

I said I was calling medicare because they were paid for the machine .My doctors office was rude and said I shouldn't have taken the machine and they didn't care if medicare paid for it. UPMC doctors are in cahoots with this thieving company . If your doctors try and get you to use these crooks don't do it . I didn't know at the time these two worked together .

I'm changing doctors from UPMC . Don't want to have a doctor and crooked company working together defrauding patients .

Stay away from this company . Someone from a foreign country that can barely speak English will call with new bills for things you did not get .

Guest

Welcome to Apria...good luck!

Guest
reply icon Replying to comment of Guest-1821422

Hallo. we have a Problem and the Problem is with your service , now my wife has a C- Pac Machine and an oxygen .

she stated she does not have her down for machines not to mention, how RUDE SHE WAS I will. and they leave me no Choice to Consult with Attorneys

Guest
reply icon Replying to comment of Guest-1824653

???????????????????

View more comments (3)
fiona n

Use another company

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My c pap machine was covered by my employer at 100%. They rent it for 13 months then it is owned by the patient. After 11 moths I have a new job and they want to charge me 1100 dollars as a self pay or bill my new insurance for another 13 months for the same machine. This is an integrity issue. Why can I not pay the 2 months which would have been a reasonable solution. They are so condescending on the phone.
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Cons:
  • Condascending attitude
  • Not follow through
  • Very poor customer service
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Kade Lgp

Concentrator not putting out air

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No human answered your phone. I am on oxygen 24/7. Why is there no emerdency phone number?
View full review
Cons:
  • No service
Reason of review:
Poor customer service
Melissa C Vzx
map-marker Concord, Missouri

Billed me before billing the insurance company

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They didn’t want to wait for a reply from the insurance company so they just sent the cpap machine and started auto-billing the bank account on file which was to be billed for $10/mo but instead I was billed for over $100/mo for 3 months before I noticed on my bank statement. Insurance covered the claim and full price of the cpap machine. I’ve called every month since January trying to get the overpayment refunded, it’s now November and I’ve had no such luck but have been told multiple times that it would be in my account within 2 weeks. I don’t know what else to do.
View full review
Loss:
$250
Pros:
  • No pros
Cons:
  • Illegal tactics to stop customer requests for rightful solution
Reason of review:
Poor customer service

Preferred solution: Full refund

3 comments
Guest

They continue to send me new bills every month for new charges even though they owe me. My insurance company paid for the cpap machine in full so I’m not sure what they are trying to bill me for.

Guest

Apria called me for $17.94 (my son is using cpap machine) and they told me that we have balance after insurance payment. I called insurance company and they sent them copy of CA law stating that they have to accept payment and not suppose to call patient because they sign a CONTRACT with our insurance company.

Apria stated that we are responsible for this balance because we sign with them if insurance doesn’t pay we are responsible for this and any other future balances. Insurance stated NO.

They have to honor contract they sign with insurance company. This people need AUDIT from the IRS....I hope...!!!!!

Guest

NEVER NEVER NEVER give Apria a credit card. They will steal you blind.

View more comments (2)
Anonymous
map-marker Oshtemo, Michigan

Shady

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Apria was not sending the insurance bill to the correct address for BCBS and therefore it was declined, according to BCBS when asked for an explanation. I provided Apria with the correct information, although you generally talk to people over seas, and somehow information didn’t get relayed correctly. I called them twice on this, as I thought it had been taken care of, meanwhile I received harassing calls from them. It took 15 months for them to finally follow the correct steps and I received payment. Once I received my payment which was around $250.00 I promptly called them to resolve the issue and gave them my card number. DON’T MAKE THAT MISTAKE. There was another claim that was denied for the same reason, as I checked with insurance company again. Rather than doing their job, they had the audacity to auto withdrawal $87.52 from my account. These people should be shut down!
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Cons:
  • Way they do business
  • Ignorance of telephone reps
Reason of review:
Problems with payment

Preferred solution: Hire competent people to Bill insurance company correctly rather than harass customers

gary w Vmt

Untrained secretaries denying prescriptions

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Updated by user Nov 20, 2019

After having a medical mediation team check on the qualifications of this company, it was determined that because of shady health insurance companies like United Health Care, these unqualified secretaries just refuse items because they think they won't be covered.UHC has been deemed immoral and unprofessional by a circuit Judge in Atlanta and hundreds of formal law suits have been filed against them. Apria knows these people stink so they just refuse most orders through UHC.Both these companies need to be held accountable.

Original review Oct 21, 2019
Manager is a unqualified moron. Refusing prescriptions ordered by a cancer Doctor. Putting my life and many others in danger. Doctor ordered/prescribed a device called Lary clips that hold the stoma breathing tube in a patients throat. Without Lary clips the stoma has no way to be held in. Therefore the cancer patient can't speak or breath. I won't mention names but his initials are James Clifford. With the help of a dedicated employee of Apria and professional help, I intend to have this company punished for putting lives in danger. I have amassed 7 other people with complaints about this company in Ocala FL. They are not health care professionals and will be held accountable for claiming to be.
View full review
Loss:
$2700
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Guest

Good luck with that...this company is hands down the worst health care supply company in the country and nothing ever happens to them.

Marian S Uwo

Horrible service and does not meet timeline

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Updated by user Oct 14, 2019

Taxpayers are at the loss. We didn't select this company, Hospice of the Valley called in the order. RN in the family says they are the worst medical supply company in ARizona.

Original review Oct 14, 2019
on July 29th Hospice of the Valley ordered a hospital bed at 11 AM. Apria said it would be delivered by 3:15 PM. time came and went, no call, nothing. Dad a Korean War Purple heart Veteran laid on the floor of his office room from 11 AM until 7 PM when that bed finally arrived. This is not good for Hospice of the Valley either because the RN said I believe he urinated when he had his seisure. The RN left him on the floor with wet britches the whole time and she left at 4PM with no hospital bed. It was up to family to continue the calling and complaining to get that bed delivered. NEVER AGAIN for APRIA or HOV
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Cons:
  • Terrible service not on time poor equipment
Reason of review:
Poor customer service
1 comment
Guest

They are the worst medical supply company in the United States!

Nancy S Wnd
map-marker Coachella Valley, California

Terrible Company

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I have been with Apria for over 10 years and used to love dealing with them. Within the last year, the company outsourced their billing and customer service to the Philippines. Since that time, the robocalls have been nonstop. As soon as I blocked one number, they start calling with another number. I placed an order in February and then again in August. I have excellent insurance and I was told what my co-pay would be while on the phone ordering supplies. I gave them my FSA debit card to pay for those co-pays knowing exactly what amount was being charged. To my surprise, I was charged $130.00 more than I was told. When I called, I could barely understand the person on the phone. Finally, I understood that my insurance company denied my claim. So, I called my insurance company only to find out that Apria never even put the claim through to my insurance. My insurance company put me on hold and contacted Apria. They told Apria to submit the claim as it was never billed through my insurance. They too struggled to communicate with the person on the phone. Finally the Apria representative said they would submit it. Well, it has been three weeks since that call with no word on the claim. So, I again called my insurance company and they contacted Apria again and put me on hold. After holding for 35 minutes, my insurance company got back on the line with me and said that the Apria representative states they didn't charge my flex card. So, I called my FSA company to verify that the charge was from Apria and it was definitely charged by Apria. To say that I am livid is an understatement. I have had to spend my time and energy to rectify what some person in the Philippines messed up. After reading other reviews on Apria Heathcare, I'm not alone in my anger and frustration! I even wrote an email to the president of Apria with no response. I'm submitting this review so others can avoid the headaches that I and others are enduring. Angry
View full review
Cons:
  • Terrible billing and customer service
Reason of review:
Billing
1 comment
Guest

Never, never, never give Apria a credit card! You will regret it.

Grace F Tse

Bad service from top to bottom

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they gave the wrong form to my husband from the beginning so they can deny the financial hardship request. I couldn't reach a managment person from Apria .

I left mesg 4 times. I have called for months to solve the issue. no management ever gets back to me. spoke to Judith twice, spoke to Melissa twice who was not professional on the phone at all from Financial department.

spoke to Yan from customer serivce. left mesg to so called higher level 3 times. live chat with Jamie who didn't want to be bother at all. I was give multiple phone numbers to call.

i was on the phone for hours , days, months...... I have never experienced bad service like this.Apria Healthcare. I left mesg 3 times to Britney King who is in charge of financia department. it was like sent to the air and no response.

finally , the 4th time,Judith who got instruction from Britney saying she was on lunch and she removed the balance which shouldn't be there first place . I feel like I have been ignored and I don't deserve to speak to the leader. Wow .

I am very upset and angry . How bad service this is from top to bottom .

View full review
Cons:
  • Ignorance of telephone reps
  • Incorrect billing and sending to collections after payment
  • Poor service apparent lack of care
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Cheryl S Kef
map-marker Muncie, Indiana

Trying to call or email or CONTACT APRUA in any form!!!!!!!!!!!!!

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Apria is almost impossible to get hold of! I've spent 35 minutes calling, trying to contact them on their website and finally....calling AGAIN to walk through a long ridiculous procedure to leave information for them!!!!!!!!!! They appear to only know how to speak in generalities and never provide any helpful information. All that I can say is JUST COME AND GET IT! We will never do business w/you again nor will we recommend you. Angry
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Reason of review:
Return, Exchange or Cancellation Policy
Nancy H Jlw

Discrimination against a special needs pt w/ MD's Rx for special equipment

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Re: Apria complaint— update from today 8-23-19; I got a call this AM from Apria after I filled out their online form last night and forwarded part of my Apria complaint to Blue Shield. I had sent them the section details of my conversation with RT Michelle at Oceanside a few weeks back. A woman named Karrie who said she was a manager called. She said that they followed Medicare guidelines for DME orders and would not fill the order my specialist had placed. She said the mask I use can only be shipped every three months— not two. I told her the Michelle had told me she would place the order this time but in the future she would not work with me— that she had the right to do so. Karrie told me that the heated humidifier Michell told me was on the way had never been ordered. I told her I have a rare immune condition and am allergic to the normal sleep apnea equipment. I told her I was considering leaving Blue Shield just so I don’t have to work with Apria. She asked me how soon this would take place. I said— it would not turn over until the first of the year, and she still had to get the masks out to me. Again I said I have a rare immune condition and cannot use the standard equipment. She said that I was using equipment off label and they followed Medicare guidelines and they would not provide the equipment I use. Later I called Medicare to understand their guidelines, and spoke to Jose Flores. I asked how they could discriminate against a special needs patient. He said as long as it had been determined it was medically necessary (with supporting documents following protocol) Medicare would cover what I need. I called Blue Shield as well, who said the same: as long as a practitioner had determined/written it was medically necessary, the medical group approves it, authorizes it— then Blue Shield will pay it. As Apria is a contracted vendor to Blue Shield, they are obligated to serve the special needs patient. I have letters written by 2 MD’s stating my allergies to the standard OSA equipment, and an order from UCSD Sleep and Pulmonary Medicine stating what my needs are. I assume this was all approved and authorized as Amber at UCSD Managed Care has been coaching me on how to best interface with Apria all along— setting up conference calls with Apria’s agent Chanel (who promised all of the equipment I need would ship). Today Karrie told me Chanel had no authority. So this is where we are at— I am frustrated— have spent over 23 hours trying to get this order filled— to get my 145.00 heated humidifier Fischer Paykel that I can no longer afford to purchase on my own. I am still using a crock pot to heat my tank because Apria is so difficult to work with. Addendum: The complaint I filed with Blue Shield documented the equipment I have had to purchase on my own since starting with Blue Shield in Jan of 2015. Apria refused to supply it— and I thought they had the right to. Not so said Amber at UCSD’s Managed Care— Apria is bound by contract to supply the equipment themselves or source it elsewhere. It totals 506. and I have asked for Blue Sheild to have Apria to refund this money to me. It has actually been since 2012— and much more money out— but I was with another insurance company.
View full review
Loss:
$1000
Cons:
  • Cannot seem to get my replacement parts
  • You name it
  • Incompetent staff
Reason of review:
Poor customer service

Preferred solution: Full refund

Harry Rev

The worst

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Updated by user Aug 21, 2019

Try to avoid this company

Original review Aug 21, 2019
I believe in April this year I gave Apria healthcare in the Chicago area a horrible review! Back then the review was on customer care, lack of supervision that resulted in the employees caring less on their Job performance.

After Apria read my review on line I received a call from a Apria rep. To discuss my concerns and she informed me that she will address my issues, and don’t worry about anything she will take care of it.
I had informed the rep that I contacted Apria and told them that my CPAP machine was not working properly and I need to have it repaired. At that time I took the machine 40 miles to there offices. I was told that if I left the CPAP at their offices to be repaired.

It would take 3 weeks. I asked if I could get a loaner until my CPAP was fixed? No we do not have a loaner for you. I informed the employee that I did have a serious form of sleep apnea and I need the machine.

response Sorry! I took my defective CPAP home. To move on::I was informed by the rep that I was eligible to receive a new CPAP because my CPAP was 5 years old. Great news, I was told this on May 24, 2019.

As of August 21st 2019 NO CPAP.
Back then I informed her that the Assistant doctor who handled my study was no longer in the pulmonary dept. But she sent the request for the prescription anyway. She did inform me of her lack of progress. I suggested she send the request to the supervisor of the assistant doctor.

The supervisor of the assistant doctor suggested we contact my internist. ( weeks went by) I finally had to asked my internist for their fax number which I sent to her because she was not having any luck.
After that she must of fallen off the face of the earth. After 3 weeks I finally contacted her and she informed me that they got the prescription and my order was being processed. Great right.

This was on August 1st. I called and called again and I was now informed that They needed a second diagnosis to process the order. Every time I called after that I was told the same thing. “They were waiting for a second diagnosis.

“ I finally discovered no one would pick up the phone and call the doctor and request the paperwork. To note : My internist has a fairly efficient staff. But my calls to Apria went on deaf ears. No one wanted to take ownership at Apria and solve this issue.

Finally, I call the Office in Bolingbrook who would handle my order. I spoke to a young lady their and she told me that I still needed a second diagnosis. I asked what the problem was? she finally said she will call the doctors office and get back to me.

Never did. I called 3 days later and was told that someone would get back to me in 48 hours! Crickets. Their team either is very busy or playing cards in the back room.

HR. Managers are you hearing me!!!
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Pros:
  • No pros
Cons:
  • Worst customer service ever
Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

3 comments
Guest

I am sorry to hear this comment from an actual employee. Besides sleep work is the place we spend most of our time. I am sorry to hear your time at Apria is not rewarding

Guest

I work for Apria and I can tell you it is demoralizing to say the least how our patients complain endlessly about our horrible customer service department. It's impossible to believe that the upper management isn't aware of just how bad it is.

Or they just don't care.

Morale at our branch is horrendous. We have a revolving door and have gone through 18 technicians in two years!!!

Guest
reply icon Replying to comment of Guest-1736382

I find my job very rewarding... helping people is why I got into health care... working for Apria, however, is frustrating beyond belief.

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Matthew K Jbo

Waiting months for CPAP supplies

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i ordered supplies back in July. Waited a week, nothing. Called THEM.. they didn't get doctor's authorization. Called doctor., had apria resend request. waited another week and a half. called again. Order sent to old address. New address in their system but they sent to old address. had to resend. Waited another week. finally got order. missing the one item i really needed. called them. don't know why that was not included. Had to reorder and pay co-pay again on this item. waited a week. Just called. Order placed on August 8.. was just sent out on August 15.. told to wait 5-7 business days. why wasn't it sent out on August 8. No answer. worst *** company!!!
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Reason of review:
Problem with delivery

Preferred solution: fix your damn services

Debra B Ano
map-marker Sacramento, California

Rude customer service

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I called because Apria took money from my bank acct. without authorization. Called to explain that twice I have given my information that I have 0 copay. They had a card on file for me from a year prior and used it again without my permission. I talked to 3 different people only to be told once the payment was received from the insurance I could ask for a refund. I stated they were not authorized to use this card and each person I talked to hung up on me. No one had any interest in helping me. They talked over me. They were rude and condescending. No one helped correct the problem.
View full review
Loss:
$29
Cons:
  • Unauthorized billing charges to credit card
  • Rude unhelpful customer service
  • Poor rude customer service
Reason of review:
Poor customer service

Preferred solution: My bank acct. should not of had money taken from it.

1 comment
Guest

Never, never, never give Apria a credit or debit card. Demand to be billed. If they say no, call the consumer credit bureau in the state you live in.

Anonymous
map-marker New Salem, North Dakota

The worst company ever

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Run as far away from this company as you can. The local Apria facility changed my mask but apparently did not let the corporate office know. I was then sent the wrong mask and corporate would not take it back. I refused to pay as it was their mistake. After a dozen letters and many phone calls they have not made the correction. They have collections agencies call but no one will correct the problem.. they just want money.
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