Blackstone is the private equity entity in control of Apria Healthcare. It is my opinion that the failures of Apria's services, specifically order processing and fulfillment, are attributable to the installation of individuals with private equity background that almost exclusively focus on financial performance rather than customer service and safety.
My physician has been attempting to complete an order for a CPAP for 28 days. The log of communications (telephone and fax) between Apria and the the physicians office has 43 entries. Most often, Apria fails to associate physician provided documentation with my name/account. This generates the question of where that documentation is within Apria?
Is the processing center in India, Philippines, etc? Is Apria is using my information for other patients? Apria has frequently confirmed receipt of information only to request the same information again and again. After providing Order Confirmation, after days of waiting, Apria requests new information.
This has occurred multiple times. It is almost as if Apria is delaying the order in order to book/process it in 2016 at a higher reimbursement rate. If this is not intentional activity, then Apria's operations are grossly incompetent/incapable of accurately completing orders in a timely manner. The Colorado physician group in looking for another provider of respiratory equipment as Apria has proved itself a terrible provider.
Quality service just isn't a private equity firm's forte, obviously. Shoddy service.
In my opinion, a Blackstone fail.
Product or Service Mentioned: Apria Cpap Machine Rental.
Reason of review: Order processing issue.
Monetary Loss: $2500.
Preferred solution: Let the company propose a solution.
Apria Cons: Customer service experience.