Linda G Thf

Imogen One G3 Freezes up

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I am a Kaiser patient in Colorado. I am now on my 4th Imogen One G3 because they keep freezing up. Battery is full but no oxygen is coming out of unit. This has happened several times when I am out side my home which means I have to get back quickly to hook up to the house machine. Totally unacceptable. Service for a replacement can take up to two days. Seriously? This is a great way to make your customer feel like a second class citizen. If you are trying to get me to buy a unit this is not the way as they seem way too unreliable.
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Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Judith J Jku

Rental of C-pap machine

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On Feb 27, 2018 I received letter from Apria of Notification of discharge for the C-pap machine. When I inquired when Apria was going to pick up the C-pap machine, (because I had to rent it through a Medicare provider) and return the machine back to your company, Apra told me that I owned the C-pap machine, because I had been renting it from you since 2/2016. In the same letter you' re telling me the equipment has not been returned and that that your company is unable to obtain payment for the on going rental. If I own this machine, why are you asking me to return it? Why can't anyone in your company give me answers?
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Cons:
  • Correspondence and telephone contacts were ignored
  • Unable to get what is needed
Reason of review:
Poor customer service
Abreanna Xgx
map-marker San Antonio, Texas

Cannot get my CPAP

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The results of a titration March 1, 2018 showed I needed a CPAP. My doctor ordered one but I never heard anything from Apria. I called repeatedly, but was given the run around. When I asked to speak to a supervisor, I was told they were on another line with a client. I even droved 90 miles to the store in Austin to speak to a real person and was told they would take care of it. This is not an order for flip flops: This is a medical device ordered by a medical doctor. I should not have to fight for something a doctor ordered. This is not acceptable. I want the medical device that is required for my health.
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Cons:
  • Cannot get a straight answer
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Deborah d Pdt

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Tampa, Florida

Pc ordered bi-pap, Thelma says i would be called. No call .

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I called. Found out more documents needed for further processing.

Sent and confirmed docs received. Says they will call. No call i called. Told by the Esculation team a Rush order would be emailed to supervisor when would give order to representative respitory therapist who will call me.

No call. I called. Told rep should have called m because all docs are on file and order ready for rep to process.

Second esculation Rush email request sent because their office is not allowed to direct contact the supervior and rep. Another 72 hour wait for call back time before i should call back again

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Reason of review:
Order processing issue
daniel t Lxz

Customer service, schedules from Manilla, Phillipines or Phoenix! WOW

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Apria's 400 lb driver comes 9 times a year, mostly due to reschedules. Sees me about three times a year out of the 9 visits!

He has instructions to toot his truck horn as my office is over my garage end of my driveway; also, he is to phone call saying, "I"M here.." Never does he either. Now he was suppose to be here several times this year, but each time he quietly came rang downstairs doorbell which I can't hear from my upstairs office locale, and left leaving me a "reschedule" door notice. My biggest complaint is the 5 hour window they require! who stays in one place for 5 hours?

I called and ask for a 1, 2 hour window, but I was informed that was policy. I simply replied "well I'm here 1,2 pm; after 4 pm but not 1-5 pm. if you can't relay that to the driver who knows his route then you have a real communication and customer complaint issue.

Personally I really dislike Apria, I need adjustments on my Oxygenator and CPAC, but they don't do customer service, they do whats convenient to them Daniel T. High Point, NC

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Loss:
$100
Pros:
  • Very little service at any end
Cons:
  • Customer service for appointments and complaints in arizona
  • Customer service offshore in manilla
  • Inflexible schedules from 1-5 on standard routes
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Bad customer service

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I tried to get a new oxygen machine delivered when the one your company delivered didn’t work. The people were unhelpful and only spouted policy. A technician never has called or come by. They say you have to do this first. IT HASN’T HAPPENED. Seconds can mean a difference in someone’s life. You are not dealing with things your dealing with people. They don’t realize they are dealing with a persons LIFE. My sister has to be on oxygen 24/7. It’s been over a day since we called and 12 hrs since we called again there for going on two days. We had to go out and get another machine from a family member to use temporary until Apria company decides they can change the BAD MACHINE. Is this how you run your company. I guess that is why Apria dealers here in Orlando have only one star ratings with over 40 bad reviews. Can you take care of this ASAP. My sister Needs her oxygen machine. You should really look into retaining the people we spoke with trying to get this resolved. They were NO HELP AT ALL.
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Reason of review:
Bad quality
Arlando Lou
map-marker Eugene, Oregon

All the online reviews can't be wrong.

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Updated by user Jan 06, 2018

Update - Spoke with Apria again this morning. I was advised that although they cannot see the more that $300 charge, they see a denial by my moms insurance.

I called the insurance and was told that the denial was for a charge that was a duplicate or updated bill, but was submitted to them as a new bill. They advised Apria to resubmit correctly. Since I had them on the line, and out of curiosity, I asked when/if my mom met her deductible amount for last year. The representative told me that my mom met her deductible PRIOR to Apria starting service with us.

Apria was notified that my mom was not responsible for any of the balances or copays, which we had been advised was 20%. Although there was no way Apria could have known this in November, they were notified at the end of December and then they turned around and took the $302.62 fraudulently from her account. I called the bank and advised them that we wanted to reverse all charges from Apria due to fraudulent activity.

They should have refunded the previous charges they had taken, but instead tried to take more. I can't wait to hear the excuses on Monday.

Original review Jan 06, 2018
Apria has been making increasingly large debits from my moms account. My mom had a stroke in August and came home early November. The skilled nursing facility set us up with Apria. We were renting a g tube feeding pump, a stand to hang the food and pump, and buying food. My mom stopped taking food through the tube as she was able to eat and swallow without choking. We notified them that we did not need food anymore. This was mid-December. We should only be charged for the two rental items. Tonight i checked my moms account and saw they had taken $303.62. I called billing and they are closed until Monday. I tried to talk to customer service and tried to make the representative understand that the charge is a lot of money and therefore urgent. Although i know for a fact (a previous rep in that department discussed charges to our account previously) that they can go over billing or charges, she refused to discuss the account. She said i have to wait until Monday and talk with billing. Honestly, i want to call and dispute the charge with the bank. And having read many of the hundreds of horror stories online, that will be the only way to get mom's money back.
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Loss:
$492
Cons:
  • Condascending attitude
  • Customer service experience
  • Unable to get what is needed
Reason of review:
Problems with payment

Preferred solution: Full refund

Anonymous

Inaccurate billing Apria Medical Supplies

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Apria billed us for 6 months for $72.99 despite our sending them a copy of the check they cashed 6 months ago for $72.99. We now have a collection notice for $18. and change. Amounts we were never billed for. How can we possibly trust that we owe that amount? There are many other medical supply companies available. Save yourself a lot of trouble and use one of them in place of Apria Medical Supplies. We are both nurses and will spread the word at our work places that you cannot trust Apria to bill accurately. I suspect most of their business is with the elderly and possibly they often get away with incorrect billing.
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Cons:
  • Incorrect billing
  • Poor billing practices
Reason of review:
We took our business elsewhere
2 comments
Guest

So true, I have had the same issues with them and their billing department. I got a bill for no reason. I quit using them.

Lance S Uvi

Please refer to my November 29th post entitled "Apria Complaints & Recommended Actions" for advise on how to deal with Apria Healthcare. Good Luck!

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Anonymous

Overcharges, awful service, couldn't care less

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Overcharges, awful service, couldn't care less. Apria's CPAP supplies are often vastly overpriced compared to other suppliers.

I have been over-billed or double-charged four times. The initial submissions to my insurer were often seven to ten times the market price. Fortunately, I caught the errors, but who knows how often this has happened. When I switched insurers, Apria caused a major headache for me in terms of billing and supplies.

It took several calls to the Billing Department usually between 40 to 60 minutes each time to resolve each problem, and 75% of the time not to my satisfaction. Several times I gave up after being on hold for more than 30 or 40 minutes. All of this despite having been a customer for approximately nine years.

Horrifying service. Awful business model.

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Pros:
  • Product
Cons:
  • Everything else
Reason of review:
Poor customer service

Preferred solution: Revamp your entire business from top to bottom.

1 comment
Lance S Uvi

Please refer to my November 29th post entitled "Apria Complaints & Recommended Actions" for advise on how to deal with Apria Healthcare. Good Luck!

Anonymous

Horrible customer service......zero accountability

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The so called customer service reps are generally horrible. They completely pass the buck by claiming that they cannot refer you to a supervisor or elevate a request except by typing notes into your account and emailing the "escalation team." Garbage. It should not take 3 weeks to process an order for a CPAP machine. It should not take a request to escalate to get a simple response on where a 3 week old order is in terms of fulfillment. The lame attempt to insulate themselves from any accountability by not providing the ability to discuss the case with any supervisory figure tells you all you need to know. This is not a customer oriented business. Just another *** poor excuse for a vendor with no desire to provide any acceptable level of customer service.
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Lance S Uvi

Please refer to my November 29th post entitled "Apria Complaints & Recommended Actions" for advise on how to deal with Apria Healthcare. Good Luck!

Roger I Dqq

INSENSITIVE BUISINESS PRACTICES

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I am a stroke survivor. Bedridden 14 months as of 11.5.2017. My bed has been provided by Apria since last year. Sometime this year, Apria became a 'NON-PREFERRED PROVIDER' on the government "PREFERRED PROVIDER" list. I have Medicare. Apria has the sole decision to "GRANDFATHER" into agreeing to continue to provide my bed until I can get a bed from a "PREFERRED PROVIDER" under the current terms. By current law Apria should provide, in writing, a 30 day notice that my contract is ending. Apria has not done this. They have shown up, unannonced at my door to "PICK UP" the bed and have sent a threatning letter if I don't surrender the bed and set up a pick up time. To get a replacement means going through my doctor and approval through Medicare. The current "PREFERRED PROVIDER" can not provide a bed for 3 or 4 months and has placed me on on a waiting list. All this and I'm paraylized bedridden. THIS IS NOT CARING. THERE IS NO EMPATHY. IT IS HURTFUL DRAMA. It is imposible to recover without the bed. My recovery will be prolonged significantly due to this. THIS IS THE SAME AS BEING THROWN ON THE FLOOR just so Apria can close their books on once being a "PREFERRED PROVIDER". ROGER IRBY, Rancho Cordova, CA
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Lance S Uvi

Please refer to my November 29th post entitled "Apria Complaints & Recommended Actions" for advise on how to deal with Apria Healthcare. Good Luck!

Anonymous
map-marker San Diego, California

Time window doesn't really exist

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Im scheduled for compressor check. Phone says 1130am to 330pm. Window has changed 6 Times. Now its as late as 745pm. Thats over 8 hrs! Happens Every 6 months!! Get the same balongy excuse EVERY TIME
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Reason of review:
Poor customer service
Anonymous

Apria Billing and Ordering

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This company has a total disconnect between the billing and ordering via their website and their telephone billing and ordering process. If you pay online via the website or order thru the website this information seems to go into cyber-space and is lost in La-La Land. Bills paid via the website do not get credited to your account and then you begin to get collection calls from Apria. I received my standard telephone reminder to order CPAP supplies and when I tried to order I was told I wasn't eligible to order any supplies. I then ordered via the website with no problem. The next day I received a call reminder to order supplies via the telephone so I figured my online order hadn't been placed. I ordered supplies via the telephone and after two weeks had not received any supplies. Had to call into the customer support telephone number for Apria and go through all sorts of questions to find out my order was "pending" but no reason was given. Will now have to wait for another 7-10 days for my CPAP supplies! This is a poorly administered company, you would do well to seek out a more professional and streamlined company. You are not "the best part of Apria" as they love to say at the close every telephone contact!!
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Reason of review:
Poor customer service

Preferred solution: Get your act together!

1 comment
Lance S Uvi

Please refer to my November 29th post entitled "Apria Complaints & Recommended Actions" for advise on how to deal with Apria Healthcare. Good Luck!

Jonnie K Lar

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Absolutely worst customer service

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I have spent better than 2 weeks trying to reorder supplies from this company. Their reps are courteous but ignorant. They are like robots reading from Q cards. I was expected to pay them an amount of money without anything to back it up. They want your payment information over the phone to some foreign speaking person. I refuse to give out my credit info due to past problems. I tried to get them to send me an email stating the amount I needed to pay. They refused and said they can't do that. Makes one wonder what other shady business practices they engage in. They think just because they say you should pay some amount you should just pay and no questions asked. Even their website will say they are unable to say how much you need to pay, but enter your credit info and they will charge it for an unknown amount.
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Pros:
  • Reps were nice but unhelpful
Cons:
  • Very unhappy with apria
Reason of review:
Problems with payment

Preferred solution: Send an email showing how much you need to pay before getting credit information

1 comment
Lance S Uvi

Please refer to my November 29th post entitled "Apria Complaints & Recommended Actions" for advise on how to deal with Apria Healthcare. Good Luck!

Ross F Hdf

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Can't sleep

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Two Months without a mask (that broke in half)for my CPAP machine all because someone didn't sign the original prescription. For two years I've been enjoying good sleep till recently. If using a CPAP machine helps in preventing "DEATH" while someone is sleeping, why make it almost impossible to get accessories to keep the machine running well. Shame on you APRIA.
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Reason of review:
Poor customer service