Apria Healthcare Group
reviews and complaints

On several occasions I have spent 45-65 minutes on hold! Apria needs a better call center work flow or more staff... Unbelievable... Management doesn't seem to "get it".

The company used my charge card without asking me on a cpap order. The charge card was charged before the supplies were shipped! I did not need the supplies and it took 5 months for a credit to my charge card.

I would not recommend this company and I am in the process of moving to a new dme company. By the way, it has taken 6 weeks to transfer my medical records and still the information was not accurate (Model numbers and brand names of the supplies I use was not included).

Because of such poor work flow, service and the amount of calls and time wasted, apria has lost a customer forever.

Rw in pa

No care given by Apria that began to treat my sleep apnea. I began seeing Apria around April 2015 trying to find a head gear that would stay on all night so I could get therapeutic use from my CPAP . To make a long story short. I have been given several different hear pieces and none of the have stayed on, The interesting part is an RT at the Portland OR Apria told me it was not their job to help patients as in follow-up. It was their job to sell things.

I see Dr Hutchinson at OHSU and submitted the following letter to her.

Dr Hutchinson,
Getting treatment for SA is very discouraging since I am finding it very different than going to see a primary care person for hypertension or an acute problem. I have made no progress with Apria. I believe it was 7/3/15 that I got a mask I thought would fit but it has not. I have lost track of seeing the RTs there, I must have seen another RT after that and got a mask that has worked for several weeks, but now is coming off again. At the last appointment I asked the RTs why they never followed up with a patient to see how they were doing. The RT said it was not their job to help patients but to just sell I believe it is called durable medical equipment.

I called Apria last Thurs. and spoke to 2 people in their customer service. The last person, Nick, was supposed to specialize in headgear. He suggested I look for headgear online over the weekend and choose one I thought would stay on, and some RT would call me on Mon, 8/24 or Tues. 8/25 and Apria would get the head gear out to me. Of course I did not hear from them. Apria gets a 0 in quality of care for the people who go there for care.

I am at a point where I do not know what to do and could use your recommendation since I really do want to get the SA improved. I am not usually without a game plan but I have not one idea about this. So I will do whatever you think is best. I will look forward to your professional words. I am still very sleepy in the morning. I wake up at 8am and then fall asleep till 11 am or 12 pm.

Apria healthcare make an unauthorized payment on my card even though I specifically told them not to pull any money from my card. Prior to this I already set up an payment plan with them/I ask for a letter stating this agreement on february-april o3.15 of $50.00 and by doing so this will clear out the remaing balance. On april.16.15 agent call me to extend my payments more and specifically told them I cannot do that right now and being firm on to not pull any money out from my debit/visa account and will notify them when i can get back on the payment plan. Agent was very well set on not negotiate or work with me even I gave them a good reason why. Pushover/aggressive/insisting/demanding on getting a payment set up or doesn't take no for an answer. It is very rude and unprofessional in my case. Scamming people for their money and taking advantage of the helpless won't make you a better person. I will not sit back and tolerate this any longer. I've called multiple times and always get a answer then hung up/ being put on hold or different agents. I am disputing this transaction right now.

Can not get through to ask questions about my bill...Hold times are an hour, yet no one ever gets on the phone, have waited up to 90 minutes. Called corporate office to make a complaint, she said someone would call me, no one did. I called back and was told, 7 to 10 business days before someone would return my call!. I asked her why she hadn't told me that to begin with, her answer, I'm not obligated to! Their service is awful and will look for a new company!

Currently my mother has an 84 Oxygen Level, she went to the Pulmonologist on Tuesday, 2/17 and the Doctor said he would place an order for Oxygen immediately, he said the soonest she would receive the Oxygen it would be Tuesday night. Today is Thursday morning, 2/19 - no sign of oxygen, I sure hope my mom is still alive when the oxygen finally does arrive.

I called Apria this morning and was on the phone with them for 25 minutes and really, got no where - they told me that their was a RX for a Nebulizer however she doesn't need this.She needs Oxygen People a life-source. I was told that the Doctor did not fill out the paperwork properly. Even if there was some small mishap on that paperwork, Apria should deliver - we are talking about people's lives that are in jeopardy - Apria will eventually get the proper paperwork from the Doctor but you don't mess with people's lives and their need for Oxygen. I called the Doctor's office too and they are checking on their end what could have happened. I want to sue Apria, they are negligent and continue to F with people's lives. Apria, you provide a service to people and patients - we are talking about LIVES. Apria, you may want to revisit your forms and paperwork that you provide to these doctors as they must not be simple and the Medical field must jump through hoops to provide for their patients. BUREAUCRACY may kill my mom.

I had an appointment scheduled for 1-5pm today. This window was given to me by a human, call from Apria automation along with confirmed by automation via status check. When no one showed up, I called and held for 15 minutes. I gave up and called an hour later. I was told I wasn't scheduled until 3 days later. Which was the original day I was told. They moved up the date when I insisted they come earlier due to my mothers nurse feeling the concentrator wasn't working properly. The person at the other end could care less that we had given up an entire afternoon waiting for nothing. He wouldn't even call his own company to listen to the automated message saying they were coming between 1 and 5 today. This is not the first time this has happened in the 3 years we've been with them. This is actually business as usual.

I was told in October 2014 that the equipment can not be guaranteed unless someone comes out an services the equipment. I have tried on November, December, and January. When you call for an appointment they give you a date. No one comes out or even calls. I am ready to get another company for equipment unless someone comes out..

I've been talked down to, interrupted, etc. Their customer service is so piss poor it's embarrassing. Because of the horrible customer service, we've switched my mother's services to LinCare (They are awesome - especially with what we've been through with Apria). They are making threats to make it so her insurance company will not pay for oxygen equipment if we leave them, as there are only 2 options. Option 1, sign a release for discontinuing services against doctor orders. Option 2, get a prescription from a doctor. Neither of these the case. They've picked the wrong one to mess with.

My mother who was hospitalized at Beth Israel in Boston for an extended period of time but was about to be released. A representative from Apria Healthcare, came to her room with a Nebulizer per her doctors’ request. She indicated that in order to release the equipment, she needed a credit card and that there would be no charges placed against the card. I expressed concern about releasing credit card information; especially to someone who was essentially a stranger entering the room. I also expressed concern several times about the card being charged regardless of her assurances. After repeated assurances that the card was not going to be used to make any charges, I gave her my personal debit card as my mother did not have a credit card with her. She gave me her business card with her name hand written on it and indicated that I could call her directly with any concerns.

Several weeks later, (11/17), I noticed that a charge was pending on my checking account from Apria. I called the organization's billing office and they were not able to explain to me what the charge was for but assured me that the charge would be removed and that my debit card would be removed from the system. Note: My mother's nebulizer is covered 100% by her healthcare company so there should be no charges at all.

After checking one hour later, the pending charge was in fact removed, (and had not appeared on my checking statement as an approved charge). A week after the 17th, upon reviewing my account, I noticed that a charge when through on 11/18 for $14.

Since that time, I've filed a few complaint by phone with the corporate office and was told that someone would get back to me. I've followed up a second time since no one ever got back to me. After the 2nd follow up, a representative did call back and left a voice mail but I have been unable to reach her after following up a few times. As of today’s date, now one has bothered to call back. (No surprise there).

My major concerns other than the unauthorized charge is that the company seems to have a practice of sending people into sick patient's rooms asking for credit card information and possibly assuring them (as in my case) that their cards will not be charged and that the person who took the card to "release" the equipment can be reached by phone when in reality the card was charged and the person who said that they can be reached is not even available at the number indicated on the card. They have absolutely no system in place to resolve these issues and don’t seem to care. Or maybe they are so busy responding to complaints like this they don’t have time to call back. Regardless, their practices are unethical and need to be investigated. If they think that I'm going away, I'm not. I'll file a complaint with every agency available and if that doesn't work, a lawsuit for misleading practices is the next step.

I was billed by Apria in January of 2014 for charges stemming from 2012. When I looked at my Explanations of Benefits, a statement on the bottom indicate that the charges given by Apria were part of a negotiated amount, and I, as the patient, was not responsible for the charges. I contacted their customer service multiple times, and was threatened each time before being able to explain what my insurance company had told me. My insurance company contacted them and conducted a three-way conference call. When told to cease and desist by my insurance company, Apria immediately backed down and stated that I didn't owe the money. However, ten months later, I received a call from a collections agency stating that I had to pay the bill. This company is unprofessional, unethical and completely incompetent. Their customer service representatives are rude, and their practices are illegal (insurance fraud). They should be investigated and shut down.

Total lack of customer service. Stated that I would not have any charges from my medical insurer. Delivered machine, 6 months later began receiving bills. They received payment from the medical insurer and then insurer collects from the patient. That is not what they stated when I asked the specific questions. Spent over two hours with customer lack of service and spoke to team lead "Heidi" who could care less and the resolution was I pay, they use my situation as training for their customer service team! Wow Had been a loyal customer for over 12 years but taking my business elsewhere.

We switched insurance companies and my prior insurance company leased the CPAP machine I'd had for years. When Apria first contacted me regarding new insurance, the representative would not tell me why he needed all the personal information he was requesting. I asked if there was a bill that was due and he still did not answer, so I told him I would not provide the personal information he was requesting if he could not tell me why he needed it. The next agent who called informed me why they were calling and I gave them all the information they needed. After this, I began to get bills from them. Each month either my husband or I called them and was told that we owed no money - that they were still waiting for the insurance to process. We started receiving bills that had been processed through insurance and paid those copayments each month. However, we then received a notice from a collections agency for the Apria bill. When I called Apria, they verified that they had repeatedly told us that we did not owe the money but that the bills "automatically" go into collections. When I called my insurance, they had not received any billing for those early dates of service. My insurance agent put me on hold and called Apria while I waited. When he came back, he stated that they agreed to pull me out of collections and that they were to send the bills through insurance for processing. In the meantime, they were charging insurance nearly $900/month for a machine that I'd had (and had been paid for monthly by my previous insurer) for years. My Dr. was furious, as this machine had clearly been paid for - so at my request we not only switched from Apria, she ordered a new machine. We received bills for the last months under Apria, the most recent had a date to pay by and when my husband called to pay, he was notified that the amount had already been sent to collections. The agent had nothing to say about why it was sent prior to the due date on the bill. She asked him if he wanted to pay Apria directly for the amount (which would clearly go around any contract they had with a collections agency) and he stated no, that if he was going to pay, he'd pay through collections so they'd get their cut. At this time, they brought up the previous amount that was supposed to have been cleared from collections and stated it was still in collections, though we had never received another bill from either Apria or the agency for this amount for an entire year. Again, the Apria representative asked if my husband wanted to pay them directly and he replied no. My current agency bills about $340/month for a newer and better machine when Apria was charging close to $900 - this alone seems like it should be illegal. Then for an agency to tell you repeatedly that you do not owe money, yet send you to collections is unethical business behavior. Apria never billed my insurance for those months, they never billed me again after talking with my insurance representative, but apparently kept that amount in collections and damaged my credit rating. They asked twice to collect money directly outside of their agreement with collections. They billed ridiculous amounts for a machine that I'd had for years, which though it may not be illegal, certainly feels unethical. I won't even go into the errors made and poor customer service at the office locations when I needed adjustments to my machine, but suffice it to say that I would never recommend Apria, would never choose to use their services again and feel they have unethical billing practices that go against their stated mission and code of conduct.

This company has been incorrectly billing me for charges that I do not owe. Apparently items were entered in the computer wrong, showing incorrect information that does. not match the eomb forms from my insurance company. Their employees will only go by what is entered into their computer and apparently can do nothing to have it corrected. Even though the error is on their end, all they do is refer you back to your insurance company...who indicate I owe Apria nothing. They have now Entered the charges with a collection agency and my insurance company is attempting to get them to correct their records, with apparently no success so far. I have been their customer for over 10 years and have never owed them anything for these same services, however, that appears to be of no consequence.

The plan I was on at the time of service, which was simply picking up a nebulizer and asthma medication, my plan was a dual complete that included medicaid and medicare. There were supposed to be no copays for this and I was told it was one hundred percent covered. So about a month or two later, I get this bill for a leftover amount that didn't even say what it was for. It was not listed as a copay. It looked like they simply didn't bill my insurance properly and had a leftover total that they have been trying to stick me with. So I called them right away. Apria gave me a hard time. Wouldn't listen to me, I had to call twice and get a different Apria person. I called my insurance, they told me Apria was supposed to have billed medicaid. I called Apria back, got someone who promised they would bill medicaid.

Well, they didn't bill medicaid. They billed me again. I called Apria again. First Apria person said they were putting me on hold, but instead they threw me back into the phone queue. I had to get someone else from Apria. This time I was told they had spoken to my insurance and were told it's a copay. Well, whoever they talked to, if they talked to anyone at all, obviously didn't understand that on my plan there are no copays for this. So I called my insurance again, this time I was told there is no copay and that they would have their billing dept look into it because it wasn't billed properly. And I sent a snail mail letter telling Apria that.

I have now spoken to like four or more Apria people and not gotten this resolved yet. And I'm very upset. They need to prove to me that there was a copay and what this was for. Because it makes no sense to have a balance on this when the medicaid and medicare plan doesn't have one. And Apria keeps telling me my insurance already paid and will not pay them again, and since my plan was dual they are refusing to bill medicaid separately. Someone did not bill this properly to begin with.

When people are sick, they can't be dealing with these kinds of billing issues. We don't have the time, the strength, and we're usually in alot of pain. This should have been straightened out right away. Instead, they keep giving me bad attitudes and problems. I don't like their billing workers. I don't like how I've been treated, and I don't like that I have to wait on hold for quite awhile before I can even speak to one of them and usually I have to speak to more than one because they don't know what they are doing. If I believed I had a real copay, I would pay it, but they can't prove there was a copay because there was no copay. They aren't even giving me a full itemized list of what was charged and why. If I ever get this straightened out, I don't want to deal with Apria again, ever.

In mid-November I was contacted by Apria about what they claimed is an outstanding balance of $44.01 on my Apria Account # 0104CAR0X8. I called them back and told them I had already paid this by check directly out of my HSA and the agent said "oh, I see the payments. They weren't applied to the balance." So I told him to do so and he said that would satisfy the balance.

Less than 2 weeks later I received a notice from State Collections Service (SCSI) that I had a balance of $44.01 due against their account no. [protected]. I was of course infuriated that Apria would be so monumentally inept as to refer something to a collections agency that was already paid, but I wasn't surprised; this is par for the course with Apria. Without a doubt, the worst company I have EVER worked with, and I'm over 60 years old.

So I had to waste my valuable time on the phone with SCSI to explain to them that I had cleared this up with Apria, that it was already paid. Well, of course, that is not t he information they had. So I worked with my HSA (Optum Health) to find the payments that were made INCLUDING CHECK NUMBERS AND DATES CASHED and emailed it to a MANAGER at SCSI. You'd think that would have been the end of it, but no. On 10/27 SCSI sent me a notification of these debts that had been referred to them. I don't know why, but I initially gave them the benefit of the doubt and figured that the issue was resolved and that this letter still got sent, but I was wrong. I called their toll-free telephone number and confirmed that they still show the balance too be $44.01.

I have thought about referring this to an attorney, but I don't know what my complaint would be other than gross harassment by Apria, and I'll add SCSI to my complaint as well. That maybe be my only recourse but I thought I would put the complain on this site and see if it does any good.

This company is the hardest company to work with. Tried to order a replacement mask part for over 5 months and have had the run around, don't call us we'll call you and no one would call back. Insisted on credit card number to order the part; even though the part was 100% covered by insurance. When order arrived it was the whole face mask and not just the replacement part. My insurance only covers the whole mask every 6 months, the replacement part one a month. They knew what they were doing was wrong they want to be able to charge me for what my insurance does not cover. Watch out for this company save yourself the stress and get another company for supplies.