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Apria Healthcare Group Customer Service Phone, Email, Contacts

Apria Healthcare Group
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www.apria.com
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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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R
1:14 am EDT

Apria Healthcare Group lack of care

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.

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8:49 pm EDT

Apria Healthcare Group unable to get needed supplies

I have been trying for months to get CPAP supplies from you, to no avail. I was originally diagnosed vis polysomnography with severe sleep apnea in 2001 and have been on CPAP ever since.

My last polysomnography was authorized by Mark Kroe, M.D., Pasadena Sleep Wellness Center, 959 East Walnut Street, Suite 150, Pasadena, CA 91106, phone # [protected]; fax [protected]. Date of study was 10/20/2010 and the diagnosis again was severe sleep apnea with an AHI of 60.6 per hour and an RAI of 84.28 per hour. I was then provided with a replacement Respironics Auto CPAP with humidifier, mask, tubing, headgear, and all necessary supplies.

I relocated from Alhambra, California, to Claremont, California and changed my primary care physician to Lisa Butler, M.D., Chaparral Medical Group, 790 East Bonita, Pomona, CA, phone #[protected].

Last year I needed new mask, headgear, and filters. Dr. Butler referred me to Rakesh Sinha, M.D., 1866 N Orange Grove Ave # 202, Pomona, CA. [protected], Phone [protected], fax [protected]. I saw Dr. Sinha in October of 2014, I believe, and I took my sleep apnea file along so his office could copy it. He sent me to his sleep lab at 1801 Monte Vista, Claremont, CA 91711, phone # [protected], in order to have a sleep tech check my CPAP machine, download the data, and place an order for refill of supplies.
Along about March of 2015 I followed up asking why I had not yet received any supplies nor heard anything and was told that the downloaded data received by Apria was more than 90 days old and I needed to bring my CPAP in for another download. This was done.
Subsequently I received a call from someone named Chanel who identified herself as being with Apria. She requested a copy of Dr. Kroe’s report. This was faxed to her on July 9, 2015, phone #[protected], fax #[protected], and for good measure, I also again faxed the packet to Dr. Sinha’s sleep lab. Toward the end of July or early August when I still had not received the supplies, I called the number Chanel had given me and was unable to complete the call. The number was disconnected or something.
I then called Apria’s Customer Support number [protected] and was connected to a support desk in the Philippines. It was a poor connection and I had great difficulty understanding the representative. She told me Apria needed Dr. Kroe’s report. I told her I had already faxed it to Chanel and to the Sleep Lab in Claremont and because of my great difficulty in understanding her, I asked her to please contact the Sleep Lab with any further questions.
Today I once again called and again it was a poor connection and again I had great difficulty understanding the representative. If I understood her correctly, she said her name was Ia, that her files showed she needed another copy of the downloaded data and a face-to-face re-evaluation by Dr. Sinha and a signed letter to that effect.
Please: I’m 77 years old. Does Apria or MediCare believe there’s some great street value in CPAP masks and filters and I’m going to start selling them on the black market?
I've super-glued my last plastic clip in order to secure the headgear to the mask so I can sleep. Getting replacements shouldn't be this difficult.

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J
6:54 pm EDT

Apria Healthcare Group customer service / ability to deliver

About a month ago, I was diagnosed with Severe to Moderate sleep Apnea. My doctor was not authorized by Aetna to provide the CPAP that was required.

My Dr. fitted me and sent the order to Apria, who was approved by the insurance company. They called and left a message which was cut off, so I called them directly.

They said (after being transferred three times) that my equipment was on order and would be delivered to the Monterey Branch. (Almost a two hour drive from my home.) I told the gentleman that I was speaking with that it wasn't convenient and can he please request it to be sent to San Jose, the town where I work. He said the order would take 3-7 days to be completed and they would determine shipping location at that time.

About a week later, I got a call that the equipment was available at the Monterey branch and I could pick it up after August 5, during work hours M-F. I immediately called and talked to someone who concurred that it was ridiculous and arranged to have it shipped to my home. She talked to the "machine" department and they agreed. It would take about 5-7 days for me to receive it.

About a week later, I had not received it, so I called and asked for status. The representative told me that the call notes showed that I was going to pick it up on August 6th. No one ever called me when I didn't show up, so I am not sure what they were thinking. I relayed information of my previous call to her and she asked if I had signed the rental agreement. I knew nothing about it. She said that my rep would have to send me the paperwork in the morning and as soon as I signed it they would ship it out.

The next morning, I had not received the paperwork, so I called again. Wait times with this company can be between 15- 30 minutes. The new person I am talking to says that my record shows that I scheduled to pick up the unit in Monterey on August 12th. Now I am furious and ask for a supervisor. He transferred me and after holding for about 20 minutes the call was disconnected.

Then I called the insurance company who sounded surprised at the total lack of service. Now after exploring the on-line complaints about this company, I wonder why any Insurance company would want to work with them. (I think I will provide a complaint about Aetna too.) This representative tried to call on my behalf and waited on line for extremely long time and wasn't able to connect with anyone. He agreed to call them the next day.

the next day, he calls me and says he talked to a supervisor. I should expect to receive paperwork the next day and the equipment will be shipped to me, but it could take up to 7 days. OK, so I wait for the paperwork.

The next day I receive and agreement to allow them to communicate to me via email. A few moments later, I get another email with the same request (or it looked like it). I tried to log into the form and it said error, please call. So, I call. The rep I spoke with said, they have all the paperwork they need. They will ship it out the next day.

Given the past experience I didn't want to take anything for granted. So, I called to confirm that it shipped. The new rep asked if I signed a rental agreement. I said, no, I didn't know that there was anything for me to sign. I look at my email and they had sent me a new form, although the email was identical to the first and second one I received. With her on the phone, I completed the form, I asked to have it delivered with no signature required and she said that was fine. It is shipping out tonight, I should have it no later than Wed.

I guess I will call tomorrow to see if it really shipped. I don't believe that this company will follow through.

If it hasn't shipped out by tomorrow, I want this company to have someone in the Monterey branch to get in a car and drive it to my home. I need sleep.

Jennifer Lopopolo
289 W. Hilton Dr.
Boulder Creek, CA 95008
[protected]

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4:42 pm EDT

Apria Healthcare Group unauthorized payment

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.

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Update by Nalo01
May 01, 2015 6:59 pm EDT

Here is the Apria Healthcare Phone# [protected] that contacted me due to my balance on my account. If you're familiar with this # or have any problem with them as well, please let it be known. I believe this is a SCAM SCAM SCAM.

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JERRY- MAY
Wichita, US
May 23, 2012 12:15 am EDT
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I am having trouble with Apria. Every month they send me a bill for past due of $20, 19. I send them $20.19, and the next month they send me another bill for past due of $20.19 and present due? THEY NEED A ACCOUNTING DEPT. LOOKS LIKE I HAVE PAID THE SAME PAST DUE SEVERAL TIMES.

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march092009
pgh, US
Feb 13, 2012 6:31 pm EST

APRIA IN PITTSBURGH PA WILL NOT DELIVER MY BREATHING EQIPMENT AND THEY WERE PAID FOR IT AND THEY KNOW I HAVE COPD I HAVE BEEN WAITING AND CALLING 3 DAYS NOW USEING MY INHALLER TO HELP MY BREATHING

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12:28 pm EDT
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Apria Healthcare Group bad customer service

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!

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Update by b tucker
Apr 09, 2015 2:31 pm EDT

Corporate number is...[protected]

Update by b tucker
Apr 09, 2015 2:29 pm EDT

Courtesy costs nothing, the hold times are unacceptable and their customer service stinks!...

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Ruth and Kevin
Orange, US
Apr 10, 2015 1:00 pm EDT

Like I said you need to grow up and be more patient. You sound like a two year old. You need to stop acting like a two year old and realize you need to be patient and that you are not the center of the universe.

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Ruth and Kevin
Orange, US
Apr 09, 2015 1:49 pm EDT

They have other customers to deal with, it is a first come first serve basic, you are not the center of the universe, grow up.

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CindyE71
Matamoras, US
Apr 09, 2015 1:14 pm EDT
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Can you give me the corporate # . Can find one that says corporate. Thanks

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D
11:52 am EST

Apria Healthcare Group need for oxygen, a life-source

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.

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7:39 pm EST

Apria Healthcare Group does not show up for service call

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.

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11:01 am EST
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Apria Healthcare Group maintenance service o2 concentrator

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..

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2:24 pm EST
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Apria Healthcare Group customer service

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.

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Update by SeanKelly
Feb 27, 2015 12:46 pm EST

Oh, trust me, if we start getting terrible service from Lincare, there are other providers as well. Luckily, my mother is on Medicare and she doesn't have any out of pocket charges.

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Mountaingoatgirl
Camarillo, US
Feb 27, 2015 11:07 am EST

I disagree with you because Lincare is terrible. You will regret it. Read about Lincare's charging and billing habits.

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10:03 am EST
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Apria Healthcare Group misleading and unapproved billing charge

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.

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11:39 am EDT
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Apria Healthcare Group fraudulent charges

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.

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melinda15
, US
Mar 31, 2015 2:51 pm EDT
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This is going on right now with me. My insurance company got everything cleared up. Then a few months later I am getting collection agency notices. Can't get through to Apria or the collection agency. Insurance agency working on it again. This has to be fraud. I am going to start contacting every agency I can find to report these actions.

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6:46 pm EDT
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Apria Healthcare Group lack of customer service

My sleep disorders doctor ordered oxygen as wells as recalibration and a full face mask for my bi-pap machine after a recent sleep study. The order was submitted to Apria Healthcare Sept. 3, 2014. I called the customer service line Sept. 4th to determine when they would be delivering the oxygen. I was told that the oxygen would be delivered that day and they would call me first. Sept. 5th a note was left on my front door that indicated they had come by to have me sign a form. They did not call me first or provide the oxygen. That afternoon (a Friday) I went to the local office to try and get the oxygen before the weekend. I was told that wouldn't be possible. I was not happy and let them know it. The Tulsa branch manager, Ignacio Ortiz had no sense of urgency or customer service skills. I have spoken to him 3 times and he always has the same attitude, he just wants to get his point across and doesn't want to hear what you have to say in return. Oxygen was finally delivered to my house on Thursday the following week (Sept. 11), again, no sense of urgency. Today (Oct. 3) I returned a call from Mr. Ortiz regarding the supply order for my new face mask and other supplies. Yes, this is the same face mask and other supplies the doctor ordered September 3rd. After 3 different calls to Apria customer service, I was finally told today that they needed additional information from my doctor to order these supplies. Mr. Ortiz was rude and would not listen to my concerns. As usual, the management at this location has a lack of customer service and no sense of urgency. The respiratory therapist, Penny is the exception. She has a good attitude and has good customer service skills. Mr. Ortiz should take some lessons from her. Please also see my complaint about Apria Customer Service.

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3:50 pm EDT
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Apria Healthcare Group misinformation

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.

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1:11 pm EDT
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Apria Healthcare Group billing practices suspect

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.

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1:22 pm EDT
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Apria Healthcare Group billing errors

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.

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Get The Money
, US
Aug 31, 2014 1:04 pm EDT
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Apria wants my credit number before they send me any more supplys, never had to before.. Time to find a new company

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5:52 pm EST

Apria Healthcare Group incorrect billing

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.

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WOT Lies
Surrey, CA
Feb 02, 2014 4:48 am EST

you want bad billing? you want awful health care? It's called the "Unaffordable Care Act" and it has been unleashed on innocent Americans by millions of barrybaggers. Best solution: move to canada.

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Hounded
Flagstaff, US
Jan 25, 2014 1:58 pm EST

I have a very, very similar experience with Apria HealthCare. They are impossible to deal with as I also cannot communicate with them over billing mistakes which they made. I am getting help through the CMS by contacting the my state's State Health Insurance Assistance Program (SHIP) whose number is listed on the back of the "Medicare & You" handbook. You can also contact your state's Attorney General's office and see if they have a consumer complaint department. I understand how helpless you feel in the grips of Apria and I hope that I have helped. Hounded in Arizona

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Apria Healthcare Group poor quality of forms/unreadable

We received a home Nocturnal Pulse Oximeter and when I opened the paper work that came with it the forms have been copied so many times you can't read it. I called the number provided but it was not in service. I found out that it was a type-O on the form and they provided a wrong phone number. After getting the correct number I tried and tried to reach a person and was NEVER successful.

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Apria Healthcare Group invoicing errors and harrassment

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.

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tony d williams
, US
Jul 25, 2017 5:11 pm EDT

apria had my credit card in case the equipment was stolen. i was covered 100% by insurance, now about 98% for some equipment..
in less than three, (3), months they ran the charges over $5000.00, then called me and began to yell at me that i had to provide another credit card as the one i gave them was over extended. i had the card in case of emergencies and it was not used. i called up the card online and found many charges were duplicates, triplicates, and many were for unknown things. i tried to get documentation from apria, they do not have documentation, and even if they were wrong it is their policy to never reimburse. they kept demanding that i pay them or they will take away "my life support equipment". my insurance company was of no help and told me apria wouldn't do that. i paid them and they had no record, imagine that. i paid them again with a cashiers check. after a few months they quit hounding me.
January 2017 i paid my portion of a bill for a piece of equipment by cashiers check. a couple weeks later i began to receive threatening phone calls from apria. in February they cashed the check as my financial institution notified me. i spoke to four different people in their collections department. i showed the woman in the Rancho Cucamonga office the notification. it is now in July and they are still harassing me to pay the bill again.
if i thought i would live long enough i would hire an attorney to go after apria. i believe that apria's policy is that they can do as they wish due to the fact that they supply equipment to those who do not have long to live. they can postpone the court dates until the aggrieved dies, and then there is no case.
do not ever give apria an account number, debit card, credit card or any access to your monies.
record every conversation with them. put a time date stamp on your answering machine. record and save every dealing with them.

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POed2013
, US
Dec 17, 2013 3:36 pm EST

They did the same thing to me. See my post Double Billing.

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Apria Healthcare Group ordering supplies

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.

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Carl A Ehry
, US
Apr 19, 2017 2:30 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Carl Ehry am trying to email for spreadsheet to place monthly orders. 0720/DBX130
120 Via VALVERDE
CATHEDRAL CITY, CA 92234
My email is: carlaehry@aol.com
Have for years my daughter Suzanne Ehry
call as I lost my voice to cancer. Today got an
email offering me to order 10 days before
needed date for supplies:: I have 5 days
of supplies - please check past monthly order
& expedite - Discover card on file - so
please charge me for 2 day delivery.
Thank you or call Suzanne if necessary!

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Apria Healthcare Group customer service sucks time & energy

I've taken care of my father at home for the past 7 years and have had to deal with Apria on a dozen or so occasions. Each and every encounter has stolen hours of my life that I will never get back.

Apria refuses to coordinate medical equipment deliveries with the patients or families who will be receiving them. First, they slot you into a 4 hour delivery window which they invariably fail to inform you of. It's like a secret window that only they know about. So, the first delivery attempt, you're typically not home. Then it will take another day or two to reschedule the delivery. Now you're wiser so you proactively call at 10AM on the designated day. If you're lucky, they can reach the driver (because only the driver knows the delivery window, not anyone in the office) and inform you of his version of the 4-hour window. Finally, the driver will inevitably miss the 4-hour window by at least an hour, so you'll actually have waited at least 5 hours for your delivery.

Later, you'll often have to repeat this process in reverse, to have the medical equipment picked up.

My most recent Apria experience (for pickup) - has been typically stupid but this time also sad. My father died two days ago, and Apria was supposed to pick up his multitude of medical equipment yesterday. They promised to notify me of their elusive "window, " and in preparation, I hauled everything out of his bedroom into the living room (easy in easy out, since they tend to park the truck illegally, blocking reserved parking spaces at our apartment complex). We have a lot of equipment: a big Hoyer lift, 6 oxygen tanks and a stand, an oxygen converter, an overbed tray, an extra long hospital mattress, and a wheelchair. Having heard nothing by noon, I dashed out to the bank - only 5 minutes away, safe right? - and as I'm dashing back to my car, I get a phone call from the driver. "I'm here at the gate and I need someone to let me in." Okay, I say, I can be there in 5 minutes. Nope, sorry, he can't wait. Please, I plead, I'm on my way right now! Nope, sorry, the Apria truck must move on - but he could reschedule the pickup for today between noon and 2 PM. Okay ...

I probably don't have to finish the story but I will anyway. Today, noon came ... 2 PM came ... and went. I called to inquire about the "window" and was told: "Oh, gee, I don't know why that driver told you that - the company we out-source our pickups to didn't have you scheduled for today. I can reschedule the pickup for Monday, will that be alright?"

Gee, do I have a choice?

So now I can either haul all that equipment back into my father's bedroom and let them pick it up from there on Monday (if they actually show up during the magic 4-hour window, which is really 5 hours). Or we can traipse past it for the next few days, continually reminded of why we don't need it anymore.

Thanks, Apria. It's really a shame consumers don't have the choice to avoid them - they seem to have a monopoly here on providing home health care equipment ordered through Medicare and insurance companies.

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unable to breathe
West Covina, US
Jul 18, 2013 11:58 am EDT

My husband uses a CPAP machine -- Apria provided him with an old refurbished machine with a card that is suppose to record his usage. He received the machine in October and has either had them come and read the card or has taken the card to them to be read --- surprise they bill us for the non-insurance price because the card is empty and back date the billing for 7 months even though they knew there was a problem with the card and never told us or replaced it. They said the insurance didn't pay so we have to -- our insurance says they never billed us because they know they can't without the card readings. Now they are withholding his equipment reorders because we have an outstanding balance --- It seems criminal to withhold life preserving equipment from a person who will die without it because you messed up the insurance billing and can't get paid. I would love to use another company but can't find anything local ---- that is why this company gets away with this crap.

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