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Apria Healthcare Group

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Customer Service

1888 492 7742 (Customer Service)
+1 877 265 2426 (CPAP Supplies)
+1 800 780 1076 (Apria Pharmacy Network)
+1 844 260 1788 (Refresh Home Enteral Nutrition)
+1 800 780 1228 (Negative Pressure Wound Therapy)
+1 855 648 8369 (Non-Invasive Ventilators)
+1 888 452 4363 (Kaiser Members)
+1 866 689 8098 (Humana Members)
+1 800 901 3566 (CareCentrix Members)
+1 855 869 9436 (Oxygen Scheduling)
+1 855 613 8306 (Oxygen Concentrator Checks)
+1 855 371 1220 (Equipment Return)
+1 844 235 2738 (Apria Great Escapes Travel Program)
+1 800 436 5657 (Sleep Supplies & Accessories)
+1 800 260 8808 (Patient Satisfaction)
+1 866 505 6365 (Payments)
+1 800 633 4227 (Branches)
26220 Enterprise Court Lake Forest
Lake Forest, California
United States - 92630

Complaints & Reviews

billing incompetence & shortchanging

Because of an Apria-Blue Cross mix-up, Apria improperly billed my credit card. In one phone conversation...

insurance claim

Apria failed to submit to the correct insurance company which resulted in denial of payment. Upon reciept of the machine supplied by apria it was noticed they had sent the insurance claim to the wrong insurance company. I called (The day after) and asked them to correct this as I knew the policy was going to lapse in favor of a new insurance company. Apria insisted that because it was still the same parent company that it would not be a problem. It was a problem with the parent insurance company and they denied the cliam. Apria does not respond to the clients needs in a timely manner which results in additional costs put on anybody who deals with this company. I strongly suggest you find another company to supply this service.

  • Wm
    W.M. HILBURN Apr 24, 2011

    Norm Payson(CEO Apria HealthCare) has previously been Chief Executive Officer of two publicly traded health plans, Oxford Health Plans as the "turnaround CEO" (1998-2002) and Healthsource, Inc. as co-founder and CEO (1985-1997). Prior to Healthsource, Dr. Payson was Chief Executive Officer and Medical Director of a 120-doctor physician group practice. He became the "darling of the HMO's" by dropping sick customers that that were using the insurance, raising premiums of the healthy customers, and denying coverage to new customers with preexisting conditions. With more profits and fewer customers, he was able to reduce administrative staff. Sure enough, the company became Profitable! These practices will soon be considered illegle in the new government Health Care Program. It takes a certain type of personality to do this kind of dirty work. Those people are called "Sociopaths", and are usually found as characteristic of criminals.
    Norman's annual income while at Oxford was $75M and $115, 375, 414 when he excersised stock options. Now he make far more than that. His total worth is estimated to be over $1B.
    Is this a Great Country or What?

    0 Votes

illegal practices

In Oct 2009, my son was very ill and needed a nebulizer which was prescribed by his doctor. The doctor sent...

fraud

Stay clear. Companies like this push your insurance rates higher. This company, having settled a fraud case...

incompetence at its best!

Apria healthcare, is the leading provider of sheer incompetence! They are not limited to mistreating employees, sweeping employee hotline complaints under the rug, poor customer service, medical billing nightmares and mediocrity all around. This is a company that basically treat employees like "it is what it is", "take it or leave it" and this treatment inevitably transcends to all interactions both internally in the company and externally with customers. They think they do such a great job in some rocket science, when dudes: you deliver crutches and wheel chairs! Most of them you end up delivering the wrong size. If a customer places an order and they are out of stock, they intentionally deliver the wrong product without consulting if the customer would want it. They key is to deliver and collect on something. Genius #s! Your day will come.

  • Kb
    kbug912 Sep 03, 2010

    if you think that all we do is deliver crutches and wheelchairs you seriously need some more education. usually in the cases where ex: a wheelchair needs to be delivered to a pt discharging from a hospital and the need a 16" wheelchair and we only have an 18" in stock --because the pt needs to go home from the hospital and they cant keep them there and cant get it somewhere else the chair is delivered till they can get the correct one and the patient are notified of everything that goes on from ins information to financial to approx delivery time. there is a great deal of information and phone calls and ppwk for any company that works in dme equip and you would know that if you spoke from a place of understanding. there may be a few bad apples in this company but there are alot of us that are good people trying to take care of our families and go home. you should always be considerate of the people on the other end - talk to them like you want to be talked to and you may get the help you need and deserve.

    0 Votes
  • Ja
    Jade1234 Sep 13, 2010

    These people have been calling my home for over 2 years. They were looking for a person who has never lived here and who I don't know. They've also sent bills for him to my home.

    I told them no one by that name lived at my home and I knew no such person.

    I finally changed my number. The bills I get addressed to this person, I take to the post office and put on the envelope "no such person at this address" and "return to sender".

    Today, a large Apria Healthcare truck showed up at my home with an invoice that had that person's name on it.

    I threatened to call the police. I just got off the phone with my Ohio attorney general who informed me they had numerous complaints against this California company.

    If you get bills or calls or some truck with their name on it at your home (and you've never done business with them), call your state Attorney General.

    In fact, if you have any problems with this company that have not been resolved by this company, contact your State's Attorney General.

    0 Votes
  • Ca
    Carl Marcois Sep 25, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Sat.
    09/25/2010

    I was hired by this Company and have never been put through so much hell in my life.. I am trying for a class action law suit and will be talking to attorneys that have dealt with them before..

    Apria is not right in the way they conduct business with Patients nor their employees..

    Talk to me I have info. on the attorneys I will be using..

    Thanks,

    Carl
    928 234 2778

    0 Votes

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scam

My wife works for Apria Health care over 10 years. Managers and corporate that have no respect for employees and customers. four years ago their was 5 other people working the same department as my wife. she is the only one left and doing the work of 5 others. Their is no time to get anything done properly. it always hurry up. 20 hours of work in 10. They make it that you have NO family life. Never can have family dinner unless you plan it 11pm. 10 hour days you actually have to put in few free hours a day to get everything done half way. If it is not done your out of a job. I happen to be in the office one day when my husband was called on his nextel by his manager. So I could hear everything. Oh my goodness from the time her boss opened his mouth he was so mean, I mean MEAN. treated him so bad her Boss is Evil. I felt so sick for my wife having to put up with such treatment. she has No choice. Either you suck it up cry when you get home or your out of a job. The company pays good and has pretty good insurance. The office she works in use to be a great place to work but because they have an new Evil boss Nobody is happy. Everyone hates him. He is having an affair with sales lady and doesn't hide it. he even hides little notes to call to see how long it takes you to find them The customers suffer because the staff cant give them good quality service treat customers like crap. The drivers have to drive three hours away to customer that need supplies. If their is a emergency the customer waits along time. In morning you could be say in southern part of state and then turn around have to drive to northern part of state and back to southern because no drivers local. The vehicle are very COLD and unsafe. The drivers are on GPS and cant even stop to use the bathroom. Employees now must keep a log on what they are doing every hour of the day so not min is being wasted. The offices are a mess very dirty no one cleans them. Employees have NO time to clean them. So if you want to work for Apria Yes you make good money but you will be a slave and treated like crap. They need to go union.

  • Vi
    Victoria Colorado Springs Feb 26, 2010

    I have been with Apria since 2006.My insurance at the time only used Apria.From the begining I have had many problems, day one recieved c-pap & tanks, got call from them to verify insurance .I explained Medicare was my secondary& my husbands ins.was primary and that I am disabled .Employee Tracy said that I was stupid because Medicare has to be my primary if I am disabled.I was in shock from then on it has been down hill.From that time on all Ins.billing was to medicare first then my husbands ins. last. Medicare refused to pay because they are secondary Apria then bills me for everything that Medicare turns down.No one listens to me and sends everything to collections.I get calls telling me to send payments sometimes 200.00 sometimes 300.00 sometimes 60.00.In 2006 I sent more than 400.00 to them, finally I got a specialist on the phone, she researched my records and I got back all the money that they took from me. In Feb.2010 I'm getting away to another provider, however now it has been three days since I asked them to fax all my records to the other company.They still have not done so, because they have to go through company policy and managment before they can forword my records. I hope that they are not doing this to try to get me to give up and just stay with them.I have never seen a company run so badly.I have been treated like dirt, shown no respect and will never forget all they put me through .

    0 Votes
  • Al
    Alanah Jan 20, 2011

    One thing I will agree with ... with this kind of business why on earth would you outsource these jobs to another country? When you are trying to resolve an issue and have to deal with someone that "is" speaking english but their accent is soo strong you can't understand and reading off a script, you are putting you customers through an ordeal! I have nothing against any of these workers from the other countries .. I am against the US companies taking our jobs away and outsourcing just to be able to pay at a lower wage. PLEASE!

    0 Votes
  • Wm
    W.M. HILBURN Apr 24, 2011

    Norm Payson(CEO Apria HealthCare) has previously been Chief Executive Officer of two publicly traded health plans, Oxford Health Plans as the "turnaround CEO" (1998-2002) and Healthsource, Inc. as co-founder and CEO (1985-1997). Prior to Healthsource, Dr. Payson was Chief Executive Officer and Medical Director of a 120-doctor physician group practice. He became the "darling of the HMO's" by dropping sick customers that that were using the insurance, raising premiums of the healthy customers, and denying coverage to new customers with preexisting conditions. With more profits and fewer customers, he was able to reduce administrative staff. Sure enough, the company became Profitable! These practices will soon be considered illegle in the new government Health Care Program. It takes a certain type of personality to do this kind of dirty work. Those people are called "Sociopaths", and are usually found as characteristic of criminals.
    Norman's annual income while at Oxford was $75M and $115, 375, 414 when he excersised stock options. Now he make far more than that. His total worth is estimated to be over $1B.
    Is this a Great Country or What?

    0 Votes
  • Je
    jeanine burns Oct 18, 2012

    Rude, harrassing and soon to be reported to Attorney General

    1 Votes
  • Je
    jeanine burns Oct 18, 2012

    Gee the CEO must be a Romney fan, Profit before people.

    0 Votes

beware!

My husband called me today and said that almost quit his job. I could hear it his voice that he was so...

imcompetence

Apria Healthcare is by far the worst company I have dealt with and that expands from Missouri to Arizona. Customer satisfaction is not their #1 priority and they tell you what you want to hear, not what you need to hear. Returning phone calls? Extremely poor. If you don't have enough operators, hire some of these people that really needs jobs right now. From equipment pick up to turn in, it's unorganized. I waited for nearly an hour after my appt time in the lobby for my initial equipment pick up. I'm an ex-military man, so I'm all about being on time and being on time is 15 minutes early. I cancelled my appt and expressed my complaint. I got no call back to reschedule or talk to me about my concerns. I myself called back 2 weeks later finally and rescheduled. My billing was a catastrophe from the beginning. I finally was so frustrated, I turned my equipment in, which took 2 tries, because they were supposed to be at my home during a time between 1-5pm, but they came at 11:30am and left a note on my door. No prior phone call to see if I was there or to warn me they were coming, in addition I took off work for 1/2 day to get this done. Try #2, again a specific time was set this go around for 5pm, guess what?, they shows up at 2:30pm, again no phone or warning. I'm no overall dummy and I took the whole day off from work. Good thing ay? Unbelieveable. I thought I was done with Apria, finally! Wrong answer, I was still in their clutches. To make a very long story short, I was told I had no more outstanding payments and almost 3 months later I get a call from a collections agency saying I owed Apria $75. I received no phone calls and I did not receive any mail informing me about this. I have a 750+ credit score and pay my bills; I am a get it done and complain about it later type of guy, so I paid the amount and called Apria. They gave me no reasonable explanation and I am fuming from the top of my skull with this company, plus they didn't give me an answer on if it would be on my credit report or not. The collection agency that contacted me was more sympathetic and helpful than Apria was for the year I was with them. I personally made two admin changes to there policies alone, because of the issues I had. Whoever these executives are at Apria making the big $$ to create policies and procedures, must be out golfing all day. Or, they just make up the policies and don't follow-up or insure they are being implemented. That's why you make 6 figures, earn what your being paid. I vowed to spread the word never recommending Apria Healthcare to anyone and warn them about their practices, or lack-there-of. WARNING! DO NOT USE THIS COMPANY! PROCEED AT YOUR OWN RISK!

  • Wm
    W.M. HILBURN Apr 24, 2011

    Norm Payson(CEO Apria HealthCare) has previously been Chief Executive Officer of two publicly traded health plans, Oxford Health Plans as the "turnaround CEO" (1998-2002) and Healthsource, Inc. as co-founder and CEO (1985-1997). Prior to Healthsource, Dr. Payson was Chief Executive Officer and Medical Director of a 120-doctor physician group practice. He became the "darling of the HMO's" by dropping sick customers that that were using the insurance, raising premiums of the healthy customers, and denying coverage to new customers with preexisting conditions. With more profits and fewer customers, he was able to reduce administrative staff. Sure enough, the company became Profitable! These practices will soon be considered illegle in the new government Health Care Program. It takes a certain type of personality to do this kind of dirty work. Those people are called "Sociopaths", and are usually found as characteristic of criminals.
    Norman's annual income while at Oxford was $75M and $115, 375, 414 when he excersised stock options. Now he make far more than that. His total worth is estimated to be over $1B.
    Is this a Great Country or What?

    0 Votes

customer service/service

Apria healthcare is by far the worst company i have dealt with and that expands from missouri to arizona. Customer satisfaction is not their #1 priority and they tell you what you want to hear, not what you need to hear. Returning phone calls? Extremely poor. If you don't have enough operators, hire some of these people that really needs jobs right now. From equipment pick up to turn in, it's unorganized. I waited for nearly an hour after my appt time in the lobby for my initial equipment pick up. I'm an ex-military man, so i'm all about being on time and being on time is 15 minutes early. I cancelled my appt and expressed my complaint. I got no call back to reschedule or talk to me about my concerns. I myself called back 2 weeks later finally and rescheduled. My billing was a catastrophe from the beginning. To make a very long story short, i was told i had no more outstanding payments and almost 3 months later i get a call from a collections agency saying i owed apria $75. I received no phone calls and i did not receive any mail informing me about this. I am a get it done and complain about it later type of guy, so i paid the amount and called apria. They gave me no reasonable explanation and i am fuming from the top of my skull with this company. I vowed to spread the word about never recommending to anyone and warn them about their practices. Warning! Do not use this company! Proceed at your own risk!

  • Hi
    Hilcom Jan 08, 2011

    Apria uses 4 call centers in USA to field calls from customers. They also use call centers in India. The last straw was when I tried to call my local office for a delivery change. Since all calls go to a regional call center, the lines are tied up for longer than I wish to wait. So much for emergency service! However, I did find a backdoor open in their call answering software and can get to my local people directly. The picture is me in a disguise.
    Last week, an elderly woman in Wisconsin had a power outage that lasted two days and shut down her concentrator. She ran out of oxygen canisters and tried to call Apria. The call center people were out that day or the lines were too busy.
    She died.
    (I made that story up out of bits and pieces of real events)

    0 Votes
  • Wm
    W.M. HILBURN Apr 24, 2011

    Norm Payson(CEO Apria HealthCare) has previously been Chief Executive Officer of two publicly traded health plans, Oxford Health Plans as the "turnaround CEO" (1998-2002) and Healthsource, Inc. as co-founder and CEO (1985-1997). Prior to Healthsource, Dr. Payson was Chief Executive Officer and Medical Director of a 120-doctor physician group practice. He became the "darling of the HMO's" by dropping sick customers that that were using the insurance, raising premiums of the healthy customers, and denying coverage to new customers with preexisting conditions. With more profits and fewer customers, he was able to reduce administrative staff. Sure enough, the company became Profitable! These practices will soon be considered illegle in the new government Health Care Program. It takes a certain type of personality to do this kind of dirty work. Those people are called "Sociopaths", and are usually found as characteristic of criminals.
    Norman's annual income while at Oxford was $75M and $115, 375, 414 when he excersised stock options. Now he make far more than that. His total worth is estimated to be over $1B.
    Is this a Great Country or What?

    0 Votes
  • Ed
    ed hart Jul 09, 2014
    This comment was posted by
    a verified customer
    Verified customer

    MR. NORM PAYSON, YOU ARE THE CEO OF ONE THE WORST HEALTHCARE PROVIDERS IN AMERICA.. I STRONGLY RECOMMENDED TO MUMANA TO DROP YOU AS A PROVIDER.I STRONGLY URGE AMERICA NOT TO USE APRIA FOR ANYTHING.
    YOUR EMPLOYEES ARE UNTRAINED, AND STUPID. THEY HAVE NO IDEA HOW TO ANSWER A PHONE. THEY DON'T HAVE ANY KNOWLEDGE OF THE PRODUCTS THEY PROVIDE, AND THEY HAVE NO, NO CUSTOMER RELATION SKILLS. PLEASE ANSWER ME ONE THING, WHY DID IT TAKE 36 MINUTES FOR A MEMBER OF APRIA TO ANSWER MY PHONE CALL. AND WHEN THEY ANSWERED THE CALL, THEY HAD NO IDEA WHAT THE HELL I WAS TALKING ABOUT WHEN IT CAME TO ORDERIN OXYGEN. SO MR. CEO, TAKE APRIA AND STICK IT UP WHERE THE SUN DON'T SHINE. BY THE WAY, TRY GETTING A SHAVE AND A HAIRCUT.
    ED HART, NEWNAN, GA

    0 Votes
  • Co
    coliecole Aug 21, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I am a 32 yr old disabled women in illinois. I was born with Spina Bifida and developed later in life Ostemylitis in both feet. I have only 6 toes total n depend on a wheelchair and scooter to move around. Recently my wheelchair completely broke n i had to resort to my crutches for the house and my scooter as usual for distance trips. I am not spose to be on either of my feet as i developed pressure points and they eventually break down. I.e i get sick! I had called apria on tuesday in regards to a replacement wheelchair. The lady i spoke with informed me she could do an exchange n would be putting the paperwork in right away. The next day i called to see exactly where i was at with the new chair. The lady informs me whomever had initially done the exchange had done it wrong she had corrected it n got ahold of the office that would send me my chair she asked me when would be a good time morning or afternoon. I said morning as i had an appt that afternoon. (8-21-15). She said ok n that was all. Next day i had called apria about 11:30am to inquire about my chair. She said it would be between 2:15pm n 6:15pm. I said why did they ask me a time. I asked for mornings. She said she would send a message to dispatch in regards to my appt. Ok then at 3:15pm. I called apria as i hadn't received my chair. The gentleman informs me they would be here between 3:15pm n 7:15pm. I am now pissed as i have to reschedule my appt. He tells me it is based on priority. I said i need my wheelchair as it is one of the only ways i can get around. That is important to me! I then ask him so am going to receive my chair today? He tells me n i quote " You Should". What? So now it is 8:10pm n i have yet to receive my wheelchair. I have a bad back due to 2 surgeries from spina bifida and have about 27 surgeries on both of my feet. It is literally so painful to walk that i hold my urine so i don't have to get up as often. I need my chair n can not for one reason understand why i am not a priority. This has me feeling so emotionally distraught as i am in pain. I can not express how hurt i am by the way they are treating me. As i am not a human being because i can walk nor do anything about this situation. So fustrated.

    1 Votes

credit card

I have been told by Apria representative that I must give the driver a credit card (when he delivers next) for monthly billing from now on and sign the form to authorize it. I have Medicare so I don't see how they can do this. I feel they are just trying to force me to do something that I don't want to do. Any help???? Suggestions???

  • He
    healthcare Jun 24, 2009

    Medicare only pays 80% of your bill or expense. Its just like paying your bill from the doctor's office or pharmacy. They deserve to be paid also.

    0 Votes
  • Sm
    Smythe Jul 09, 2009

    Apria must provide you with an ABN (Adanced Beneficiary Notice) explaining why the product or service is not covered or why they are billing you up front. Ask for explanatiopn. it may be that the product or services you are receiving are not covered by Medicare. Medicare has complicated criteria for coverage that may be applicable to your situation. Ask Apria for an explanation.

    Dave

    0 Votes
  • Pg
    PghDennis Dec 30, 2009

    I also find myself questioning why my credit card information is needed when our insurance is going to pay 100 percent of the cost of my cpap machine and all supplies. The Apria rep I spoke with likened it to renting a car. Something just doesn't feel right.

    0 Votes
  • Kb
    kbug912 Sep 03, 2010

    if you are on medicare and it is a covered service apria provides a financial hardship program that writes off the 20% that is not covered by medicare and they will not attach a cc if there is none to be attached. they will not turn away medicare business i can assure you but if you call your local branch they will send you an application and req a copy of your income(proof of income) the ABN's are only for services that are not covered by medicare or if you are requesting equipment and you do not meet medicare's criteria.

    0 Votes

neglegence

One hand does not know what the other is doing thats for sure, they told me i had to get a prescription. I had my doctor send in a fax to get a small breathing tank. I called the next day they said they never got the fax I called my doctor they said theyd fax it and they did i called Apria the next day and they said they hadnt gotten anything but when the guy got there to deliver the tanks he just gave me the pulse top. I told him they hadnt sent out a therapist yet that they hadnt even supposeldy gotten the fax he said they told me to bring it out and barly showed me how to use the thing. So i just called medicare and they said that is not the way they should do it. APRIA sucks and they jsut dont care they do.

  • Jo
    John Fox Jan 26, 2009

    Apria does not care

    0 Votes
  • Kb
    kbug912 Sep 03, 2010

    1st- if you would do your homework on the state requirements in florida you would know that o2 in florida any and all changes are required to have a rx signed by the doctor and it must be in the current year.
    2nd - if you are changing anything from a current rx order from your dr you must have it in writing from the ordering dr
    3rd --the drivers do not provide change of equipment without proper testing done by a licensed respiratory therapist making sure you can use the equipment properly- the small tanks req a different guage to be used on them and the only omit o2 on inhalation not continuously and your o2 sats must stay above 90% when walking or exerting for you to be able to use that equipment
    and lastly instead of calling medicare - which is people hired by the govt to ask questions about the equipment and how it works consult the professional who deal with it every day like the licensed rt or your dr can explain how the equipment works--in this case it is not apria that sucks it is the misinformation or lack of education on what you are using -- try calling apria and see what is explained to you
    The action you should take is to call the corporate office in california and lodge a complaint to bring back the customer service to the local branches in florida instead of centralizing the customer service to an area not near you.

    0 Votes

medical

Apria charged me double for sleep apnea products that I could have bought online for half the price. Also, when I realized that the mask I was using was causing my eyes problems because of leaking air, I called Apria to let them know the product was defective and was hoping for a return and refund but since I had the product more than 30 days they wouldn't work with me! It took a long time and several doctor visits to figure out what the problem was with my eyes and told them that, but to no avail. I wouldn't work with them ever again.!

  • 1b
    #1 biller Mar 07, 2009

    The reason why your mask is so costly, is because of the cost your healthcare insurance decided on. See Apria has a national retail price of all there equip. What happens is every home medical supply comp that offers equip of the same, will show the same national retail price. It all depends on the contracted amount your insurance had decided was a decent amount for the type of equip your receiving. And what also plays a great factor is what kind of policy you have as well. weather you have an 80/20 policy. where you have to pay a 20% copay. Also do you have a year Deductible? for example if Apria says that the national retail price of a Cpap Headgear was $479.00 and the ins said our agreement is $250.00 Apria has to adjust off $229.99 and make that none billable to you. But $250.00 is. IF you have a 80/20 policy then you would owe a $50.00 copay. But if your insurance says you have a $500.00 year deductible that has not been met they may take there part they owe, and tell Apria to bill you it all. making you pay $250.00

    1 Votes
  • De
    Dennis Straily Dec 17, 2009

    The Manager of Apria
    Kasier send me (Dennis Straily) to you for a RESP. Kasier would paid 80% for the RESP and I would have paid 20% for it. Apria sent me the wrong RESP. It was installed by William Devor, but he or Apria change is to rental without letting me know it was a rental . It was the wrong one so I didn't use it. But when I return it. Apria wouldn't take all of it back. Left me with a humidifier that will not work without RESP. Apria will not refund any money are take back the humidifier, Apria will not took to me. This is a poor way to run a company. Apria is still billing $89 dallors for service that I didn't use.

    Dennis Straily
    10314 Princess Joann Road Santee, Ca. 92071 (619) 5620618
    Account # 0905clu097

    0 Votes
  • Wi
    Wisconsin Lady Jun 23, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I have exactly the same problem with Apria. Rental? I didn't agree to a rental and they billed my insurance for the whole amount. The amount they billed is about 3X what the exact equipment costs at a CPAP company on the internet. THREE TIMES MORE, not "national retail price."

    The amount they debited my bank account was different every month and I couldn't get a straight answer from them why. What kind of rent changes every month with no notice? Then they told me it was paid in full, but here comes another debit the next month. I tried to return the unit last month and the guy told me I should keep it because it's paid for. Then I got ANOTHER form from my insurance company saying "you may owe $1, 290" because they've denied the latest claim.

    I canceled my card and called the state anti-fraud unit. Am still waiting for a call back from insurance - but Apria has sent so many duplicate claims that the insurance company denies every claim from them now. What a goofy way to do business!

    0 Votes
  • Ri
    ricardo29700 Oct 13, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Here is a complaint I filed with my insurance against Apria. Basically I learned that my previous insurance had made considerable payments toward my BiPAP. At the supposed rate Apria is charging for a rental, their profit on the unit would exceed 600% over five years. I have since learned that Apria was bought by the hedge fund Blackstone, which is notorious for stripping assets from acquired businesses. In any event, why any healthcare insurance would agree to paying many times the wholesale cost of a medical device is fishy. My complaint in ongoing, and I have decided to stop wasting my time calling Apria's Manila phone banks and simply start a paper trail so that I'll have documentation to submit before a small claims court -- should it come to that. #########
    Ricardo xxxxxxxx
    xxxxxxxxxxxxxxx
    Sacramento, CA 95833
    xxxxxxxxxxxxxxx

    Pers Care Anthem Blue Cross
    P.O. Box 60007
    Los Angeles, CA 90060-0007
    [email protected]
    Attn: Ms. Xxxxxx xxxxx

    September 18, 2016

    Dear Ms. xxxxxx,

    Thank you for taking my calls on September 15th and 16, 2016 and for examining my complaint against Apria Healthcare.

    Summary of this Complaint

    Up to December 31, 2015, I was using a BIPAP durable home medical device supplied by Apria Healthcare and paid for in full by my insurer at the time, Blue Shield of California (this insurance plan provided to me by the California Public Employees Retirement System [PERS]). Because Blue Shield of California was no longer available to PERS annuitants after 2015, my wife and I switched to Pers Care Anthem Blue Cross, beginning in January 1, 2016. I did not learn until May, 2016, that the conditions by which Apria provided my BIPAP had changed. I was told by Apria that I had to provide them direct access to my Golden 1 Visa card. Apria began making charges without notifying me. Getting Apria to respond was quite difficult, and the explanations for the charges made varied each time I called them.

    On September 15th, I contacted Pers Care Anthem Blue Cross and spoke to Ms. Xxxxx xxxxxx. She informed me that the charges made by Apria Healthcare to my credit card account on the BIPAP, $616.24 to date, accrued no equity and were merely for a rental. This was a complete surprise to me. At the rate I was paying, my charges for the BIPAP rental would be $821.00 for the year. This last summer I checked online for the retail price of the BIPAP, ResMed Aircurve 10, and learned it costs about $1500.00 new. This means that my payments to Apria to rent my BIPAP over the five year expected life span would total $4108.00. This represents a nearly 300% profit for Apria (considering extra profits from accessories and buying bulk at a wholesale price from manufacturers). And of course, I would at no point own the BIPAP or have equity in it.

    Had I been fully informed about the terms and conditions for my being supplied a BIPAP by Apria/Pers Care Anthem Blue Cross, I would never have agreed to such a contract and would have sought another supplier. Moreover, Apria’s terms and conditions have been
    -2-

    impossible for me to discover as I have been given multiple explanations for billing from multiple representatives from Apria.

    Proposed Settlement

    I would be willing to pay a reasonable monthly fee for use of the BIPAP provided by Apria, this determined by the price Apria paid for the item divided by its five year useful life and an additional REASONABLE profit. I would then either switch to a CPAP machine, which Ms. Garcia informs me is an installment program (my decision would depend on price and terms), or I would buy my own CPAP or BIPAP and discontinue utilizing Apria’s services. By my calculation, the $548.24 I have already paid to Apria this year is more than a reasonable rental value, hence I would be due a refund. (A medical device costing $1500.00 and lasting five years would yield a basic monthly rate of $25.00, or $300.00 for the year, not including a fair profit and interest.)

    This does not mean I would be satisfied by having to pay for health benefits that were previously covered by available PERS plans, and I would pursue this matter further with PERS.

    Chronology

    In March, 2010, after an examination and follow-up sleep study, Axxx xxxx, D.O., with Dignity Health/Mercy Medical Group, gave me a prescription for a CPAP (continuous positive airway pressure) home medical device. My insurer at that time was Blue Shield of California, which directed me to Apria Healthcare, 1450 Expo Parkway, Sacramento, CA 95933 to pick up a CPAP machine. This device was effective in treating my sleep apnea and was provided at no charge. Similarly, associated accessories such as sleep masks, hoses and filters were provided to me at no charge.

    I use the CPAP every night. In November, 2015, I noticed that my CPAP began making noises associated with mechanical wear, and the Apria representative at Expo Parkway advised me that it was time for a new device. According to Apria, my personal physician, Dxxxx xxxx, M.D. wrote a prescription for a BIPAP (an upgraded form of CPAP) on November 5, 2015.

    I had made several calls to Apria for appointments and never received a return call. Since my machine was failing, I simply went to the Apria office on Expo Parkway in Sacramento on Friday, November 20, 2015. The situation at the Apria office was chaotic, and many customers were waiting for extended periods and disgruntled. After some time I was able to talk to the Apria clerk and turn in my old CPAP equipment. I was issued a BIPAP. I was told the technician was not available to calibrate my machine. I recall I was told that there were instructions for this “on the net”. I found a Web site that did have step by step instructions for calibrating the BIPAP, and I called Dr. xxxx for information on
    -3-

    recommended settings on the machine.

    As of December 31, 2015, Blue Shield was no longer available to my wife and me, who are Public Employees Retirement System Annuitants, and we enrolled in PERS Care Anthem Blue Cross, beginning in 2016. We did not receive medical cards for several months. Some time in May, 2016, Apria informed me that I would now have to pay a $14.00 per month deductible fee for my BIPAP. Apria also insisted on being able to directly charge my Golden 1 Visa card in order for me to continue to use my BIPAP. Without a CPAP or BIPAP, I stop breathing 50-100 times per night, according to my sleep study. I had little choice in this matter and was told I had to pay for the months of Blue Cross coverage up to May, 2016, this reflected in a charge of $48.82 on May 17, 2016.

    On May 21, 2016, I was charged an additional $14.00 by Apria, which I was told was the normal monthly charge. On June 21st, I was charged another $14.00, which I assumed would occur monthly for the duration of my using the BIPAP.

    On June 22, 2016 Apria charged $443.18 to my credit card account. I was dismayed and upon inquiry was told this was the “yearly deductible” that was required by PERS Care Anthem Blue Cross. My understanding was that these payments would occur until my payments equaled the cost of the BIPAP. After a brief online search I found that my BIPAP, a ResMed AirCurve 10 sells for about $1500.

    On July 21 and August 22, 2016, Apria charged me $14.00, a monthly fee I regarded as a usual co-pay. However, on August 22, I also received a bill from PERS Care Anthem for $864.00 for “Health Services” from Apria. Since I had received no services from Apria other than using the BIPAP they provided in November, 2015, I made a call to PERS Care Anthem and spoke to Ms. XXXX XXXX. She was very helpful and informed me that I did not have to pay $864.00 for Apria “Health Services”. Subsequently, my Visa card was charged $68.24 by Apria for reasons unknown. I had received no notification and no bill.

    Because of this, I have contacted my credit union, Golden 1, and registered a dispute complaint with XXXX, teller #78709, dispute number 107465, pending a settlement with Apria over its billing practices and terms for my use of the BIPAP.

    Appendix: Widespread Complaints about Apria Healthcare

    A cursory search of the Web indicates that my complaint about Apria Healthcare is far from rare. Thousands of complaints about Apria Healthcare can be found on the Web at the following sites: The Better Business Bureau BBB.org (903 complaints in the last year alone); PissedConsumer.com (757); ConsumerAffairs.com (the top 666 complaints about Apria Healthcare are listed ); complaint board.com (7); [redacted].com (30);
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    Scambook.com (1);HissingKitty.com (5); Gripeo.com (8); Yelp.com (16); Trustlink.org (7); [email protected] (4); and one particularly bitter consumer created a website
    dedicated to Apria: www.apriasucks.com. Again, this is far from a thorough search.

    Additional Resources:

    California Department of Insurance
    California Department of Public Health, Home Medical Device Retail License Division
    State Of California Department of Justice, Office of the Attorney General
    California Department of Consumer Affairs
    Federal Trade Commission/Bureau of Consumer Protection

    Sincerely,
    Rxxxxx Xxxxxxx
    [email protected]

    0 Votes

incompetence

When providers fax prescriptions to their office, they can never seem to find them. This inefficiency causes unacceptable delays in receiving timely treatment.

When I arrive at their office, I usually encounter chaos, poor communication, and staff who may be well-meaning but are not well informed about the products they are offering.

In all the years I have been dealing with Apria, I have not once had an experience that was good the first time. It has always been necessary to hound them until they get it right, including their billing system.

  • Jo
    John Fox Jan 26, 2009

    Couldnt be more right on

    0 Votes
  • Jo
    John 12 Jul 09, 2009

    Apria Healthcare is by far the worst company I have dealt with and that expands from Missouri to Arizona. Customer satisfaction is not their #1 priority and they tell you what you want to hear, not what you need to hear. Returning phone calls? Extremely poor. If you don't have enough operators, hire some of these people that really needs jobs right now. From equipment pick up to turn in, it's unorganized. I waited for nearly an hour after my appt time in the lobby for my initial equipment pick up. I'm an ex-military man, so I'm all about being on time and being on time is 15 minutes early. I cancelled my appt and expressed my complaint. I got no call back to reschedule or talk to me about my concerns. I myself called back 2 weeks later finally and rescheduled. My billing was a catastrophe from the beginning. I finally was so frustrated, I turned my equipment in, which took 2 tries, because they were supposed to be at my home during a time between 1-5pm, but they came at 11:30am and left a note on my door. No prior phone call to see if I was there or to warn me they were coming, in addition I took off work for 1/2 day to get this done. Try #2, again a specific time was set this go around for 5pm, guess what?, they shows up at 2:30pm, again no phone or warning. I'm no overall dummy and I took the whole day off from work. Good thing ay? Unbelieveable. I thought I was done with Apria, finally! Wrong answer, I was still in their clutches. To make a very long story short, I was told I had no more outstanding payments and almost 3 months later I get a call from a collections agency saying I owed Apria $75. I received no phone calls and I did not receive any mail informing me about this. I have a 750+ credit score and pay my bills; I am a get it done and complain about it later type of guy, so I paid the amount and called Apria. They gave me no reasonable explanation and I am fuming from the top of my skull with this company, plus they didn't give me an answer on if it would be on my credit report or not. The collection agency that contacted me was more sympathetic and helpful than Apria was for the year I was with them. I personally made two admin changes to there policies alone, because of the issues I had. Whoever these executives are at Apria making the big $$ to create policies and procedures, must be out golfing all day. Or, they just make up the policies and don't follow-up or insure they are being implemented. That's why you make 6 figures, earn what your being paid. I vowed to spread the word never recommending Apria Healthcare to anyone and warn them about their practices, or lack-there-of. WARNING! DO NOT USE THIS COMPANY! PROCEED AT YOUR OWN RISK!

    0 Votes
  • Wm
    W.M. HILBURN Apr 24, 2011

    Norm Payson(CEO Apria HealthCare) has previously been Chief Executive Officer of two publicly traded health plans, Oxford Health Plans as the "turnaround CEO" (1998-2002) and Healthsource, Inc. as co-founder and CEO (1985-1997). Prior to Healthsource, Dr. Payson was Chief Executive Officer and Medical Director of a 120-doctor physician group practice. He became the "darling of the HMO's" by dropping sick customers that that were using the insurance, raising premiums of the healthy customers, and denying coverage to new customers with preexisting conditions. With more profits and fewer customers, he was able to reduce administrative staff. Sure enough, the company became Profitable! These practices will soon be considered illegle in the new government Health Care Program. It takes a certain type of personality to do this kind of dirty work. Those people are called "Sociopaths", and are usually found as characteristic of criminals.
    Norman's annual income while at Oxford was $75M and $115, 375, 414 when he excersised stock options. Now he make far more than that. His total worth is estimated to be over $1B.
    Is this a Great Country or What?

    0 Votes

where has the service gone!

Where has the service gone. This DME provider (now the only durable medical equipment provider in the Phoenix...

nonexistent customer service

My 6 year old son had surgery and needed the use of a wheelchair for the past 7 months. Dealing wtih Apria has been a constant source of frustration. From the initial request to an exchange that had to be performed until the final request for pick up of the wheelchair, there have been obstacles at every stop. Phone calls to the branch have a wait time of 17 minutes, phone calls to service reps are not returned, and the delivery process is maddening. They showed up at 9:45pm to pick up the wheelchair and acted clueless to the time when I pointed it out to them. Billing has been inaccurate and difficult to sort out. I finally filed a complaint with the better business bureau only to find out about this company's blemished reputation. I wish I had done some homework before dealing with them initially. Avoid this company. They've got some serious customer service issues.

  • Ab
    Abbey Cohen Jun 25, 2007
    This comment was posted by
    a verified customer
    Verified customer

    If you somebody would like to be a witness for a Denver law firm in a case against Apria Healthcare, please contact Abbey at [email protected] or at (303) 320-1911. Our case involves Apria's failure to provide and maintain oxygen equipment for one of its patients.

    0 Votes
  • Ph
    Phillip Cha Feb 04, 2008
    This comment was posted by
    a verified customer
    Verified customer

    anyone know of a better provider? I need to seriously change cuz Apria customer service SUCKS

    0 Votes
  • Ru
    RumMan May 09, 2008
    This comment was posted by
    a verified customer
    Verified customer

    O work for Apria, they treat their employees as bad as they treat their patient's. Any company would be better than apria. You have the right to choose your DME company

    0 Votes
  • Lt
    LtDarkstar Oct 23, 2011

    This place is horrible. We've been paying them normal payments but it wasn't enough for them apparently because they ILLEGALLY accessed our bank account and withdrew over $900!!! We filed a police report against them and got our money back. I also started a website dedicated to bashing these jerks over at: apriasucks.com

    0 Votes

inefficiency / obfuscation

Apria is absolutely the worst company I have ever dealt with. I am a reasonable person with a couple of...

stellar customer service from apria healthcare!

After being diagnosed with sleep apnea some time ago my sleep study people advised a procedure called...

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