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Apria Healthcare Group Customer Service Phone, Email, Contacts

Apria Healthcare Group
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1.7 214 Reviews

Apria Healthcare Group Complaints Summary

37 Resolved
177 Unresolved
Our verdict: With Apria Healthcare Group's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Apria Healthcare Group reviews & complaints 214

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6:51 pm EST
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Apria Healthcare Group Incorrect Billing

If I could give the company negative stars, I would. It was the biggest mistake of my 2023 when I agreed to sign a contract for CPAP equipment at my doctor's recommendation. I was told the contract was for rent-to-own, I paid over $300 up front and was supposed to be billed the next 6 months via auto-pay, at the end of which I would own the machine. Lo and behold, 7 months later and I have again been charged the "rental" payment on a machine I have paid off. They refuse to send me an itemized bill. They refuse to update the patient portal with the information (or turn off my auto-pay). They have disabled the online chat for the Billing department, and the other two refuse to assist. They put you on hold for hours, and then just hang up on you. They refuse to answer emails. They supposedly "forward information" from the corporate customer care email, and nothing happens. Run, and run far. Use literally anyone else.

Claimed loss: 450

Desired outcome: refund my overpayment, and remove my information from the Apria system entirely

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3:58 pm EDT
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Apria Healthcare Group - Calling to order cpap supplies

I have written this yesterday. Yesterday I called to follow up called local office they transferred me to what I thought center to order. The gentleman answered and asked appropriate questions name date of birth address and asked for my credit card info, they keep on file to charge after insurance pays. Then he stated listen to this recording to verify...

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3:47 pm EDT
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Apria Healthcare Group Cpap supplies and billing

Received a bill from a collection agency regarding an amount due to apria. Never received notice that any money was due. After calling apria billing then transferred to a senior financial person, she stated that the bill was paid and she would send a notice to the collection agency that the bill was paid. When i was asking questions just to be clear, I was disconnected. I called the billing department again to verify what was being done, but I was quickly "disconnected" again after I explained what I was calling for. This appears to be too much of a chance that I keep getting 'disconnected'. There is no customer service in the billing department. I am paid in full but had difficulty ordering supplies. I wish I did not have to use Apria, but this is the DME for my Mayo Medical Insurance!

Desired outcome: I WANT TO TALK TO BILLING AGAIN TO MAKE SURE THAT THE COLLECTION IS TAKEN OFF MY RECORD AND THAT THIS WILL NOT APPEAR ON MY CREDIT REPORT WITHOUT GETTING HUNG UP [protected]@GMAIL.COM

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3:27 pm EDT

Apria Healthcare Group Billing

I keep getting calls from people saying they work for apria and I owe them money. I keep telling them to send me a bill to no avail this has been going on for almost 2 years. I have never recieved a bill from them and told them they keep asking me for personal information which I will not do over the phone. How can I make them stop.FRUSTRATED SENIOR

Desired outcome: Recoginition from the company written on company letterhead and SIGNED by a human being via usps

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5:22 pm EDT
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Apria Healthcare Group Billing

I have had a total of 5 lengthy phone conversations with Apria billing regarding our family accounts. Both my husband and I receive equipment and supplies from Apria. These calls began with a request from Apria via SMS to update my payment information. At that time, call number one of five, Apria agreed to combine our billing and to deduct the total directly from our checking account on the 25th of each month. I have continued to get notification to update information , and electronic bills that do not reflect this agreement. On 4 of the 5 calls, I have had the rep repeat the plan to me, after a lengthy discussion until they finally locate the plan. Today, with call #5, I requested a call from a supervisor. I am not holding my breath.

Desired outcome: Billing and payment option previously stated be implemented and no further contact on the issue required.

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5:45 pm EDT
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Apria Healthcare Group CPAP Supplies

I have been trying for months to get cpap supplies and everytime I think apria has fixed the problem and said my supplies are on the way I wait and no supplies. So I call back only to be told my insurance is out of network. NO THEY ARE NOT YOU JUST KEEP BILLING THE WRONG PLACE. I have told so many employees the correct information only to find out they still have not corrected it. I even had my insurance co on a 3 way call with apria for over an hour and guess what still never got fixed. OMG I called last thursday and this time I was promised my items would go out and when I didn't receive I called today to check and again told no we havent sent because of insurance. I asked why they didn't fix it and was told I will check with manager to see if they can help. I guess this is not going to get fixed. I then looked at the reviews online and see they have 1 star. I can see why..

Desired outcome: I just want you to fix this and bill the correct place so I can get my supplies. I don't think that is to much to ask

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11:39 am EDT
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Apria Healthcare Group Deliver the patient’s equipment so that he can discharge safely to home with the necessary items that his insurance is paying you for.

The Spring Texas location has got to be the worst DME company I ever have to deal with. They are selective about which patients equipment they will deliver to the hospital, some patients they require to drive to their location and pick up their equipment instead of delivering it to the patient in the hospital so that they can safely discharge to home. If you have to call the location to inquire about the status of an order you are treated poorly by rude and very ghetto acting individuals such as Shanita. Example: yesterday they came to the hospital 2 times for one patient to deliver items that were ordered, today they report they do not deliver to the hospital and the patient will have to find a way to come and pick up their items after discharge. This particular patient cannot drive and does not live anywhere close to the facility to pick up his equipment and if he did he can’t make it from the car to inside the building to get his equipment since he cannot walk without it. Absolutely disgusting and ridiculous practices here in the Houston area.

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9:44 am EDT
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Apria Healthcare Group CPAP service

I have no issue with my products or equipment other than not receiving the machine for many months last time due to manufacturing delay. However, I have a BIG problem with customer service, your automated line and billing. Its is beyond frustrating to spend the equivalent of hours just to receive a billing statement for FSA documentation.

Your automated phone system is TERRIBLE. It doesn't recognize the prompts you enter and one time I was sent into a message that was like voicemail saying it was a collections call -- when all I was trying to do is reach a representative to give me a statement. Another time, no one is available because it's after business hours at 4p.m. EST? Although I was calling for billing, that is quite unacceptable, especially considering people rely on these products for their HEALTH! Finally, I have to call each and every time for an FSA statement?! What a waste of time. Why can't you provide a billing statement with each shipment? Why can't this information be available online? I've been told by agents that the only way to get it is to go through the extreme hassle of calling in and hoping I reach someone who can help. IThsi most recent time, I finally reach someone who could help me, says it will take 48 hrs., I tell them NO because I need it ASAP and I've been trying to connect for weeks now. So they put me on hold and then I'm promptly disconnected! One of the other times they told me 24-48 hours to receive the statement and I never received it and had to call many times to try to request it again! It's jsut absolutely beyond AWFUL! Your company and operations is sorely lacking. I have never dealt with a "service" company so UN-service-oriented.

Desired outcome: I would like to know when I can stop using your service. As I understand, my machine is a rent to own and I have my supplies set up on auto-fill. I cannot put myself through the frustration of every month dealing with this.

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8:21 pm EDT
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Apria Healthcare Group Product supplies

These people can not get my supplies right. Always and I mean Always sending the wrong medical supplies. Then, the last time I went to order some some supplies the guy said, there is no record of the supply which I've been getting for over a year. Then, the respiratory therapist was. no show for 3 appointment. These people are messing with people health condition and put them at risk for death. It's a child that they can't get These supplies right or on time. I had to send my child to the hospital vecause they did not send her medical supplies after the doctor notified them and sent over orders

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2:50 pm EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Apria Healthcare Group Apria Healthcare Gibert Branch CPAP order

If I could give this company a zero, that's what Apria Healthcare deserves—one of the worst healthcare companies on the planet. I've been trying to get a CPAP since April 3, 2023. My doctor's office faxed several prescriptions, and I've also called in, and every time I speak with their reps at the branch, I am told that no fax was received. When I called another time, I was told I was in the system, but some information needed to be included. I contacted my doctor, and they faxed over another prescription with the required information. This has been going on since April 3, 2023. Three months later, many calls to the branch, but still no CPAP. My machine is broken, and I am unable to sleep. Avoid APRIA HEALTHCARE at all costs.

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Resolved

The exceptionally remarkable and compassionate representative, Jennifer, contacted me and sincerely apologized for the situation. She swiftly processed my CPAP order and promptly provided me with a shipping confirmation. According to the information shared, I should expect to receive my order by the 10th of this month. I am genuinely grateful for this platform that allows individuals like me to address concerns and find resolutions. Thank you.

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12:14 pm EDT
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Apria Healthcare Group An employee

My Name is JoAnn Waters, I was a patient at Emory university Hopital on June17th-the 21th, I was sent home on Oxygen. Apria came to my hospital room and provided several tanks for me to take home and I was told someone would come out to my resident to set up supplies. I was discharged on June 21st. every day that I been home, I have had to call APRIA to get assistance. I have had to call the social worker at Emory on several occasions to get the correct orders. On June 27th, 2023, Dr. Krawkro called me personally and stated that he had sent orders for me to have portable shoulder carry oxygen for me when I go out, because those tanks are to heavy for me because I have an SUV and it hard to get the tanks in the truck. Today I spoke with a young man in the MACON, GA office, his name is David, He is the rudest person. I have called the office almost everyday and he keeps givng me the run-a-round. The social worker told me today and on the 27th that she faxed over orders to the Macon office and each time I call David says I don't have. So my daughter called and spoke with David today and he tried to tell her that I didn;t need the portable and that he was going to call the Dr, and tell them what I need. I am so frustrated and When I asked him for the Cooparate number he said,"we don't have a cooperate office. I would to speak with someone In Administration My number [protected]

Desired outcome: Someone to Resolve my complaint

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5:01 pm EDT
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Apria Healthcare Group My local branch

My local branch is refusing to service me due to the fact they said they need a PA. I have been working on this for nearly a month now. My Dr calls them to give the PA and they tell my Dr office that they need me to see my specialist that can't see me until August. My Dr says that and Apria is telling me that only need the PA I have til Fri my equ will be picked up. I'm scared. I have been on it over 4 years. [protected]@gmail.com

Desired outcome: For this to be resolved and me continue receiving service. I'm scared to be without my oxygen. My O2 dropped to 74

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1:45 pm EDT

Apria Healthcare Group CPAP Supplies

Been a total nightmare getting my order. First one, new customer. Hassling me about authorizing my purchase via electronic signature which they have said on 5 different occasions they will email to me but never do. Then said I need prior authorization from insurance which I do not and proved I did not, they apologized and said order will be handled. Been over 2 weeks and nothing. And no one cares.

Desired outcome: 1. They email me so I can sign the order2. They ship me my order3. All execs at the company are fired

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6:49 pm EDT

Apria Healthcare Group Apria order/insurance issue

A few days ago I was contacted by Apria saying there was an issue with my insurance - they had it listed as dental rather than as medical. I gave the tech my insurance information and assured her it was medical. A few days later I received a call from the same technician saying they couldn't use my insurance since it was dental. I again assured her it was not.

This happened a couple more times, including today (05/17/2023). On today's call I asked to speak to a supervisor. The tech said no. After insisting on a supervisor she said that person was busy. I said that was fine, just have the supervisor call me. The tech then put me on hold, and after holding for a bit a person came on the line identifying as a supervisor. I explained the situation yet again, and suggested I could email pictures of both my medical insurance and my dental to show they are different. The supervisor said I would receive an email and I could respond with those pictures. It has now been several hours later and I have yet to receive an email even though the supervisor verified my email address.

My name is James Short, my email address is [protected]@flash.net, and my phone is [protected].
I have attached the photos of both my medical and dental insurance.

Desired outcome: I would like whatever error is in your system to be corrected so I can get my cpap order.

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3:27 pm EDT

Apria Healthcare Group Billing services

Apria Healthcare is incapable of sending you an itemized reciept for all the products you are or have recieved. They use excuses such as: "your periodic items are automatically filled and we're sorry our billing history only shows generic scheduled items and does not reflect actual items sent;" "we are sorry you are having a bad experience;" "i'm sorry you'll have to speak to a regional billing manager;" "Regional billing: I will send you an email to confirm your identity and valid email and I will lookup your previous history and send you an itemized bill" — confirmed i.d. and they never followed through. They now just call to confirm they spoke to me, they dont put notes on the account after specifically asking to put a note on the account that I am specifically requesting and itemized bill/reciept. Its always the same, and now they want a late fee and every call is just a documented collections attempt to them so they can report me to the credit bureau and coerce me to pay. IRS that audits my FSA needs receipts, they want a list of services and products renedered at time of sale. Apria has proven consistently incompetent with their online website and direct human interaction to provide such. Ive wasted so much time and money with Apria — the worst medical provider I have dealt with. FSA card declines my payment after they pay them for failure with compliance of required itemized reciepts, then FSA charges my bank and I end up losing the FSA at end of year. Paying twice for services a medical provider offers yet they cant tell you what you bought, but they KNOW you OWE it.

Desired outcome: Website - billing showing itemized receipts for that bill. Packing invoice in box again showing itemization and total. Physical mailed billing showing itemization. Compensation for lost money to bank and FSA card -- my time.

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9:56 pm EDT
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Apria Healthcare Group CPAP supplies

I called to place an order for CPAP supplies. They said they would send everything else, but refused to send a mask. I got Carecentrix, the third party that reviews durable medical equipment claims on the line. Carecentrix told them that I was eligible to order a mask. They still refused to send one. They canceled my order for supplies without letting me know, and they faxed my PHI to a third party without my knowledge or consent.

Desired outcome: I want an apology, in writing. I want Apria to agree in writing that they will not share my PHI without my consent.

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10:51 am EDT

Apria Healthcare Group Customer Service

Put in my April Order today. I was not told what supplies I was getting or the cost to be taken from my credit card. I asked her what I was receiving, and what the cost was. I was told I would be paying $44.09. I always paid $39.80. I asked if the price went up...she didn't know, but transferred me to Billing which is in the Phillipines because that's all they do is apologize, but don't answer the question. The lady could not tell be if the prices went up. She wanted to transfer me again...and I hung up. Is there some problem with telling people the price went up, and WHY can't your telephone operaters know this information?

Desired outcome: Need to know what I am being charged.

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5:43 pm EDT
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Apria Healthcare Group Bad customer service and replacement policy

My provider prescribed me a cpap machine and Apria is the supplier. I received my machine back in February. Because i was new to using a cpap machine, i was provided with a Full face mask as a trial and if i wasn't comfortable, the rep on the phone told me i can get a different one. I used the machine a few days but didn't like the way the mask fell. Then i got sick. I had a mild stroke where i was unconscious and couldn't even talk/walk/eat for about 6 to 8 weeks. As i am typing, i am still recovering. But so heartbroken and hurt that Apria will be this and so heartless.

When i started to feel better and had the strength, i called them to have my mask replaced. And they tell me that because it's more than 30 days i will have to pay for it out of pocket because my insurance won't cover and that, it's their policy. Even my PCP knowing the circumstance is the one who told me to call them and have them replace it. I called the insurance and explained it to them. They said Apria was lying. I am entitled to masks when needed and it's covered. Ny insurance rep had me on the phone while she called Apri to straightening things. That when Apria rep said it's not my insurance company issue but Apria policy because it's more than 30 days, my pcp needs to submit another request that got to through claim etc and i still have to pay copay for replacement...

I already paid out of pocket a copayment of over 500$. I can't really remember exactly how much. The stroke let me with hearing and speech impairement and trouble with memory. i get very and really forgetful.

What hurts me the most is that, the rep had the gut to tell me that while i was sick in bed, I could've told my pcp or someone to call on my behalf to have the mask replaced. While fighting for my life in bed i should have remember to have someone call Apria according to her. I hope she never have to experience a sudden stroke one day. Because she would tell me how you can do what she said under a stroke...

At that point, i was so shocked and insulted that i told her that i didn't even want the mahine and nor deal with Apria anymore. They can have their machine back. And i will see if my provider could get me another supplier. She tells me that because i bought and not rented the machine; i can't return it anymore. So i am forced to keep a machine without a mask. What's the point.

And when i told them that i don't see the point of having a machine that i don't use sitting there. I would like to return it. She said they can't take it back.

don't care what it takes i M ready. People shouldn't be in healthcare business if they are not compassionate or are not willing to understand and work with peope in need. All i asked was just a new mask to use the machine. And i am sure i would have had copay as i get new. As you see by the lengof my message i am very hurt and that is causing me emotional distress. And, i don't want someone else to go through this too. Please don't do business with Apria such people care about than the wellbeing of their patient... there are a lot of cpap machine provider out there. Choose wise, if your provider connect you with apria, just run 🏃‍♂️. They were nice when they wanted my money but now are not willing to work with me until i pay them again. Trust me i am not stopping here so please whatever advise or tip i can get to step this up i welcome them. I am really going through emotional distress right now. That my whole body is shaky and i have some heart palpitations. This is just not fair. If Apria won't give me a mask to use their machine they could at least take it back. Because everytime i will look at it, it will remind of this experience. Thank you for listening. I really needed to talk.

Desired outcome: I would like to get help and ways i can do to suit them for emotional distress. My stroke was anxiety and stress induced and the way those reps handled thing, i feel so upset 😡.

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5:05 pm EST

Apria Healthcare Group Billing for Cpap Machine

Two years ago we replaced our Cpaps. This was during covid and everything was done over the phone. We were told at the time we would pay $12.28 per month per machine for 13 months. That was the co-pay. After 13 months there would be no more charges. To date we are still being billed. I have spent countless hours on the phone with their CS reps. I have been told numerous times that my accounts would go to arbitration and i would be advised. Never happened. I have requested numerous times to speak with a supervisor, was told i would be hearing back within 24 hrs. This never happened! I have gone through united healthcare and they said the account was settled and to just ignore the bills. I don't want to do that and have them send me to collections! I no longer take their calls as I am not going to explain this situation again to someone that will do nothing about it.

Desired outcome: I need to talk to someone that is knowledgeable and capable of bringing these accounts to resolution.. I do not want to talk to a standard Customer Service rep/

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Update by Lynda Wright
Mar 28, 2023 1:28 pm EDT

Here it is 22 days later and I got no response from the above complaint. Dead silence. Just keep sending me the bills. I realize i am going to have to call them and go through the whole process and explaination again, only to be told they don't know what the problem is.!

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8:46 am EST
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Apria Healthcare Group Customer service

I am simply trying to get a receipt emailed to me for the charges that you made on my FsA card. The carrier of my fsa is refusing charges because for over a week we have been asking for a simple receipt. I tried going online to get something but your site shows the bill not paid. I called and spoke with a woman that said her name was Carmela who said she had to go through some verification email

Process and then would email the receipt. I cant access the email from work so I asked to just send receipt. You have no issue sending me billing emails or emails for the sizing of my masks. But a receipt saying that I paid $26.77 is not possible!? What are you hiding? Myself, my husband and my daughter all get cpap supplies from you and every time we ask for receipts we get these problems. Last time I had to wait three months for one. I asked for a supervisor and was told none were there yet. Fraud is seriously starting to sound familiar here. Why not send a receipt? Did you not apply my payment to my account? Working in the insurance and healthcare industry I have never heard of or experienced such complications with getting a simple receipt.

Desired outcome: Receipt for the charges to my fsa card emailed to me just like the bills you send me.

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Theregoesurmoney
LAKEMOOR, US
May 06, 2023 1:32 pm EDT

I have been trying to get an itemized receipt for over a year and a half. I never get anywhere, they do this to people with no intention to rectify the problem. If you go to walmart even you get a receipt with a breakdown of what you bought. As frustrating as this is, please know you are not alone I have the exact same problem with Apria and FSA. My balance was charged to my bank ultimately and the money I had on the FSA card was lost, so i paid twice. Now i refuse to pay them another cent until they can produce a reciept, it is the bare minimum, correct thing they can do. I am well prepared for them to send me to collections, this issue will be challeneged and I'm willing to fight for the thousands out there getting ripped off by some healthcare company that is more concerned about your money reaching their wallets than their customers health. Its disgusting.

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Apria Healthcare Group contacts

Phone numbers

1888 492 7742 +1 (877) 265-2426 More phone numbers

Website

www.apria.com

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