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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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Newest Apria Healthcare Group reviews & complaints

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J
10:36 pm EDT
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Apria Healthcare Group bi-pap customer service

So after my post the other day, and six months of listening to their recordings telling me they were contacting my doctor, and six months of telling me they need documentation, and six months of putting up with the poorest customer service I've ever received, I finally get a phone call from a respiratory therapist in Florida. He tells me that because I've had my unit for a year now and it's not a rental, they can't sell Medicare or me my supplies that I need. You would think after messing around with me for six months on this problem and for the price of a cheap tube and a mask, and in the interest of customer satisfaction, they would want to just give it to me for the aggravation and everything they've put me through. I still can't get a phone call from anybody in upper management at Apria or anybody that can make a decision. So here's what I'm going to do, I'm going to wait until next Wednesday, and if I still haven't gotten anything rectified with Apria, I am going to send letters to my health department, my insurance department, Medicare, My Consumer Protection department and my attorney general's office and tell them the kind of service they are giving to their customers. I will also post every place that I can online about what terrible customer service they have that is located offshore and their unwillingness to work with patients. I keep getting sick from bacteria or whatever from using the same mask and equipment for almost a year now. I just can't believe this company has gotten as big as they are. But now I know why when I walked into their Cromwell Connecticut office it was a huge building with one person there. The receptionist desk had a calendar on the wall still displaying February ( it's April) . People just keep quitting because apparently it's not even a great place to work. So Apria, the balls in your court.

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12:49 pm EDT
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Apria Healthcare Group bi-pap customer service

I have been playing around with Apria Healthcare for 6 months now trying to just get some basic supplies. Apparently all their customer service people are located in the Philippines and act like robots. Every time I call they tell me they need documentation, I asked them what kind of documentation and they read me this novel what it has to say . Every single time they do that I ask them to please send me a copy and they say they will, but they don't. The doctor's office tells me that they have submitted by fax, no less than eight times, the required documentation that Apria requested. But whenever I call they tell me they still are waiting for documentation. You can't get ahold of anybody in the United States at the corporate office. So the best thing you can do is write a complaint on this site and look for a different supplier.

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4:46 am EDT

Apria Healthcare Group service not executable

Lying customer service, 4/12/17 I called to report a oxygen set up malfunction. A speaker phone employee took the complain twice the same day promising to send the service man, it's never happened . 4/13/17 call again this time I did get a service which break down in 1 hr. Recall came late evening . They change the equipment which broke down again about a hr later. Recall again on 4/14/17 they change the equipment again which broke down again after a hr. The service man say he will return to change it on 4/17/17 great I just mist my family eastern supper because I don't have a carry on oxygen . Order number X0r58477. What a way to go. I will post this on all BBB I ever find there is to much problem with your company.

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12:34 am EDT
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Apria Healthcare Group cpap

I have always used a bipap - no water, and it went on and off by itself. Due to stupidness beyond my control I now have a cpap, still no water (I figured it would grow mold or something and kill me). This cpap does not turn on or off by it self, the mask design is just plain dumb ( The mask issue leaves me with taking pieces apart every time I want to "get up" ., , Along with every time I roll towards my spouse I hear "Adjust your mask". In addition, if I lay on my back, even with the cpap, I wake myself up trying to breath. This machine
Finally you might think this is really a silly thing but I keep getting robo calls that tell me how much on average I have used the machine in the past "whatever" days and I am well on blah, blah, ... I really really don't like that the company that provided the wrong machine, who will not let me speak to the local Apria office, and is generally a pia to deal with, can read the data wirelessly off a machine next to my bed - all without my permission. (The best remedy the supervisor could offer was to turn off the robo calls.) Btw when I had a question about the website and asked to speak to someone in IT - I was told over and over that they had no Information Technology Department.

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12:24 pm EST
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Apria Healthcare Group customer service

I have been dealing for just about 3 weeks now in getting my sleep disorder records released.
I have made numerous phone calls and all the answers are different. My last phone call I was instructed to call my health care provider because they would need to request the release of my records, why I am the patient and I am requesting the release. So I called my provider and they were just as confused as I was but they at least tried to help me get this resolved. I was told by my provider that they contacted the local APRIA office here in Rochester NY. All I had to do was go to the office and sign a release form.
This morning I went to your Scottsville office, you have no one in the entrance of the office greeting the customer, the customer had to sign in and ring a bell. This is exactly what I did and a girl yelled from an office I'll be right with you. There was no one else waiting in this office. A young man came out 15 minutes later and asked me if I had an appointment I told him no..I needed to sign a release form he walked away and I assumed he told someone in the office, I sat there another 15 minutes later made a phone call to my ride discussing I didn't know how much longer it would be because no one has come out yet to take care of me. As I was on phone a very irate condescending young lady came out of her office yelling at me that she was on conference call and the other people were with appointments. First of all I am the customer and you do not YELL at me. Maybe she should have conveyed to someone else in the office to tell the waiting customers of the delay. I wasn't asking to see a specialist all I wanted was to sign a release form to move my business it took less than 3 minutes to fill the form out. The rude customer representative said she would fax the report today 2/21/2017.
Please make sure this is taken care I do not want to have to address this issue again.

MaryJane Stockslader
[protected]

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10:36 am EST

Apria Healthcare Group oxygen delivery for discharge

I will be calling medicare first thing Monday morning and finding a new oxygen company. My mother Blanche Shantz was hospitalized at The University of Maryland and determined to need oxygen. On 2/9 the hospital ordered a portable unit to be sent to the hospital for discharge and a unit to be sent to her home. On 2/11 we arrived at the hospital for discharge and were told that portable unit would be there by 2 to 2:30. At 3 pm we called for a delivery time and were told that the order was placed on 2/9 but there was no delivery order. We were told that they would expedite the deliver order and call us back in an hour with a delivery time. 3 hours later at 6pm, no call back, so we called again. Another hour on the phone and were told that it would be here within an hour which would be 8pm. During this call we learn that not only do your representative flat out lie with ease, they didn't even know the address of the hospital they were to be delivering to, I had to give it to them. About a half hour later we received a call from someone in California who told us they would 911 the order and it would be sent right away. 9pm still no portable unit for discharge and no unit at the home. My mother had enough by this point decided to sign herself out of the hospital and head home with NO oxygen. She decided she would check herself into our local hospital till this was all figured out. During our 2 hour drive home we got a call saying the unit at home had finally arrived. So we could go home instead of another hospital.
I wounder how medicare will feel about paying for an extra day in the hospital because you couldnt get oxygen there for discharge. Im filing a complaint with the better business bureau where I see you already have an F rating and calling/ emailing as many hospitals as I can to share our story in hopes they will no long recommend your company for service. With the enormous amount of complaints I am seeing online and through the BBB I honestly dont understand why Medicare would use your company or any hospital would even offer your company as an option to any patients.

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11:56 am EST

Apria Healthcare Group customer service

I have talked to 10 different customer service people and still don't have answers.
1. I can't seem to make an acct. to see what I am charge for. Every time it says invalid numbers. We have tried 7 times with 7 different reference codes, 2 different acct numbers. I was told that it was a free third party system and to just pay that person over phone. I want to see what I may paying for. They told me 2 different amounts. I asked to ask with supervisor and was told no. No one seems to understand my frustration.

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4:24 pm EST

Apria Healthcare Group cpap replacement

This Is the worst company I have ever dealt with. I needed replacement machine over 3 weeks ago. I was told something different every time I called. I spoke to a person that said was manager named Graham that was very rude and condescending.
The sad thing is this company does not care about all the complaints or the service the provide.
They do not return my phone calls or emails.
I need my CPAP machine replaced . I was told Apria did not have any indication in my records of prescription. I find that hard to believe as that is where my machine is with.

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2:19 pm EST

Apria Healthcare Group billing/payments

In September of 2016 Apria quit taking my monthly payment from my checking. I called to find out why, with no answer. Next month, same thing but this time called Kaiser and they called with me on the line and was told that I owe nothing. November same thing, no payment taken out. Called to question why, was told I did not owe. December, no payment again. January same thing, no payment. Now, February, you have taken a total of 5 payments since 2/3/17 with no notification that you were doing so. I live on a fixed income and was not expecting this. Unfortunately, I have no other option but to use this service. I guess you people know this and therefore you think it is okay to treat people this way.

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mamakinnon
, US
Apr 11, 2017 4:24 pm EDT
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I was told I owed nothing too, and to disregard the bill. Now I'm in collection. Horrible company, worse customer service.

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L
9:00 pm EST
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Apria Healthcare Group apria arbitrarily changed its billing policy requiring a credit card on file before it will fill my cpap supplies order.

On December 1 2016, I was woke up by an automated caller from Apria regarding CPAP supplies, I agreed to the order.
About a week later A person from their billing called saying they need a credit card to fill my order.
I don't have a credit card and went through this scenario with Apria several months earlier, They told me then they needed a credit card and could not send me an invoice to mail them a check! I ended up going to the nearest Apria office and paying for my supplies by personal check.
The next day I got an invoice in the mail!
for some time I have been getting my supplies and paying by personal check, no problems.
NOW they are starting this all over again.
I've tried to speak with supervisors and management but they won't return my calls.

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Marsha M
, US
May 24, 2017 9:50 pm EDT

I have had the same experience. They will not send supplies without a credit card on file. I gave the information to them and more than once, they charged me for supplies that my insurance company paid 100% for. It took an Act of God to get a refund every time. The last order they owed me over $110.00. Now I am on medicare and they have denied that I am even a customer of theirs--that's funny--been getting supplies every 6 months for 9 years, although the process is grueling as they can never find my record by name, SS, account number, address, etc.--usual ordering time is over an hour. They claim they need information from my Dr., which he sent and they say they don't have, they denied me for oxygen--I've never been on oxygen--and said I did not qualify due to failure to meet some 3% requirement of desaturation in my sleep study, My Dr., who is a sleep specialist, has never heard of the 3% requirement. As of today, I am done with them. I am changing companies. Words cannot express the frustration I have endured with these incompetent people.

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R
2:43 pm EST

Apria Healthcare Group customer service/entire company

By far, with the possible exception of the irs, this is the worst customer service department I have ever dealt with. My dr. Prescribed portable o2 for me in nov 2016. Apria then states dr did not put flow rate on script. Dr re wrote script. Then apria tells me the dr needs to send documentation as to why I needed it. Dr sent that it. Apria then said dr needed to do a specific test and send that info in. The dr did that. Then apria calls me and tells me they will be out the following day,.. By now it is jan 9, 2017.. They did not come out or call me. I called them jan 12th and was told it was being processed. My humana nurse then called them on the 12th as well and was told they would be calling me back that same day or following day to set it up. They did not call either day so, today the 13th my nurse called them again and they said they needed to hear directly from me. After being transferred and put on hold by various people, someone (Monique) proceeds to tell me I need a prescription from my dr... At this point I am pushed to the end my patience. I asked to speak with a supervisor. I was put on hold over 20 minutes only to be told no supervisor is available as they only have one supervisor (I find this very hard to believe!) that being said, monique states a supervisor will call me back with in 48 business hours,.. Since this is friday afternoon and monday is a holiday,.. I won't hold my breath (Half assed pun intended). I wish I had different option of companies to deal with, unfortunately this company is the only one that my insurances cover at this time.In reading these reviews, I don't know how they stay in business. Terrible company to deal with! Avoid if at all possible!

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11:27 am EST

Apria Healthcare Group received a bill when told I wouldn't

My dad was in Loma Linda hos end of Nov 2016. He was released on 12/1/16 and was told he needed walker. I asked what is cost and Dr advised no charge Medicare pays all for just walker. I was also advised by P.t. Tech no charge. They don't pay for one with seat, but just walker Medicare pays all.
Now we rec a bill from Apria Healtcare. I called and spoke with Beverly who said this is co-pay and I spoke to her supervisor Jasmine who advised his Ins is 80/20, she said she was sorry, which I replied means nothing to me. So why weren't we told. I got p/w out from Apria and because my father was in bed when he came, he said I could sign. So I signed the p/w. He said nothing about a co-pay! Seems bad business practice to me. I did not give any card info and was understanding we would not rec a bill. Please help us. I don't think my dad should be penalized for a bill we were told wouldn't get. I told them to come pick up they said it was a sell. Bad business! Bonnie Hauck dtr

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12:10 pm EST

Apria Healthcare Group lack of service

This is now the worst company i've ever dealt with. At one time they were good, but now their customer service is farmed out overseas. It takes an eternity to get through the automated system & then you're talking to someone in the phillipines or wherever. It was much simpler & much more efficient when we could deal with the people in our local office for our needs. I can't state how strongly I despise the new setup. If the company persists in running their business in this manner, they have received my last order. It's not worth my time & frustration to have to deal with all the bs to get my medical supplies & services. Congratulations on ruining a good company! I will never deal with or recommend this company to anyone!

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1:07 pm EST
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Apria Healthcare Group customer service / delivery of cpap machine

Oh where do I begin! This has got to be the absolute most horrible place I have ever dealt with! My dr sent a prescription into apria for a replacement cpap machine on november 27, 2016. I followed up with a call to confirm my insurance info and contact info and to ask if they needed any further info. I explained to the rep that this was a replacement and was originally set up by apria and was my setting info still in their system. No one could answer me, five days and three phone calls later.. Still nothing. I travel for work and asked if I could receive a loaner, nope.. Can't do that either. After being away on business I returned and called on tuesday, december 13, 2016 after refaxing all the info to them and bring out on hold for over 40 mins, I called the corporate office number. Of course this person was apologetic and was going to get my info to a manager and asked that I give it 48 hours. Which I did.. Well three days later and nothing! No phone call no update! U called again, after being transferred and put on hold again.. I was told it would be 7-10 days and someone will call me! I have sleep apnea people... What don't you understand! I will never never ever use this company or recommend them to anyone. I work with many different locals which include over 2500 members, they will all know my experience. Loud and clear!

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2:36 pm EST

Apria Healthcare Group oxygen equipment servicing

I received a call this morning saying that technician would be here between 9 - 1, today (12/5/16) to service my oxygen equipment. At 12:45, I called to check and was told it would now be between 1 - 4. I called at 3:45 and after waiting on hold, was told he had been here already. Impossible since I've been sitting here all day with no door buzzing or anyone coming by. She then transferred me to equipment & servicing dept. and had to wait on hold for almost 20 minutes before someone came on the line. Now he tells me that he has to put it back on the driver's route, which means there's no idea as to what time he'll be here. Complete waste of my day! Terrible service and will ask my doc to switch rental to another company.

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9:34 am EST
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The complaint has been investigated and resolved to the customer’s satisfaction.
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Apria Healthcare Group - improper billing and insurance fraud

Tries to charge my insurance on multiple occasions for the same item. 10 months after I made my last payment to own my CPAP machine. They send me a bill. They stated that my insurance just now processed the claim as a matter of fact the last claim processed was in February of 2016 and I paid the remaining balance. My insurance states that Apria has tried to...

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12:35 pm EST
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Apria Healthcare Group bi-pap service and orders

I have such a hard time not yelling at the people on the other end of the line when I call because I am SO frustrated with Apria's "policy" and complete disregard for my supply needs. I cannot supply you with the date of incident, etc. because it happens all the time! The only pleasant person is the one at my local branch who doesn't handle ordering. I am near tears every time I hang up the phone from this company.
1)My first main complaint is that every single person asks me for my complete date of birth and address! Really? How many times have we been advised by identity protection companies NOT to give that info. Ask me for my customer # or maybe the last 4# of my social. Now every Apria person here and abroad knows everything about me! Ridiculous.
2) Why, if I have an account and valid basic need prescription from my Doc should it be required to get a prescription for everything like tubing, etc each time!? I ordered and my Doc sent a prescription for heated tubing on 11/07/2016 my doctor confirmed to me when I called, that they sent it the same day( you can call for proof of transmission) but would send another on 11/21/2016. Then the rep tells me they didn't get it until 11/24/2016. That's a lie because they were closed on Thanksgiving day!
I know, blame Insurance. Then the Insurance will blame you.
Nothing will change I'm sure. Everyone blames 'policy'. Well, the 'policy' needs change.
Your stationery says "Accredited by the Joint Commission" Which one?
What do I want? I want timely delivery of my supplies without unreasonable requirements, and want an end to having to tell my personal info to everyone.
Your customer, # 0565/BJI304

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10:58 pm EDT

Apria Healthcare Group customer service, delivery, order process with gross errors

I called and requested a wheelchair p/u. I advised that the wheelchair was NO LONGER at the address delivered to and gave the correct address. PIck up was scheduled for Monday, Oct 16, 2016 after 5 p.m. I called afterwards twice to verify the pick up date and time. Today 10-16 around noon I received a voice mail from the driver trying to do a wheelchair exchange Being I was at the hospital I did not get the message until after 6 pm. Then around 8pm the driver called and said he was on his way. Then we started playing voice mail tag, one of his messages saying he was here and the gate was locked. I don't have a gate. I called the [protected] number. I chose Kaiser. The "representative" I was connected to was either on drugs or is unable to understand the plain simple English words or spellings. After she explained to me that there was no pick up (or exchange) scheduled and I had already told her I had just spoken with the driver & he had just left a voicemail saying the gate was locked. She put me on hold for over 12 minutes and came back verified address and then said she was putting me on the schedule for the next two hours. The driver called me and advised that the address on the form was my former address, as he was on Duarte Rd in Monrovia. This is shameful customer service and I really hope the representative I dealt with is given how to give excellent customer service training, which includes not leaving a customer on a dead line for minutes without coming back to advise she was still working on the issue. There is another issue but under a different name,

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12:31 pm EDT

Apria Healthcare Group customer services

So rude! Terrible line, could barely hear the person who was audibly irritated by my call.
Not at all helpful today, although yesterday I called the same number and had a much better experience with a much more pleasant and polite assistant.

Some people are in the wrong job I guess!

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1:25 pm EDT
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Apria Healthcare Group customer service

Absolutly the worst, most confusing, badly set-up, badly run company i have ever had the misfortion to deal with! All i want to do is to order my supplies on-line. I get emails stating that it is time for me to reorder supplies and that i can do so through my on-line patient portal. When i try to log in it says either my email address or password is incorrect. I tried resetting my password only to get "there was an error resetting password, please make sure that you use correct email address." so i tried creating a new account and get "already registered. Please login". Have tried this with several different email addresses of mine. Spent close to an hour several months ago on this getting transferred all around. An email was supposedly sent to address the issue but never received a response. So ended up ordering my supplies on the phone. Today (9/22/16) i went through the same thing. For 19 minutes: called number on website [protected]. Transferred to [protected]. Transferred to [protected]. That person tried to transfer me back to the 877 number above. Asked to speak to supervisor. Instead he tried to transfer me to my insurance. I asked for a number to a complaints department and he gave me his departments own number. I was polite, but ended up terminating the call when he said he could not help me and would not transfer me to a supervisor. Went to the contact us link on the website. Called [protected]. Finally got through to kevin. He tried to transfer me back to the 877 number. Said that i had to tell them to email their supervisor to escalate the issue. He sis he could not do anything. Asked to speak to supervisor. Again no luck. I was polite. He transferred me to the 877 number. She said that she could not help me, that she would send an email to the appropriate department but didn't think they could do anything. 22 more minutes gone. I don't like to order supplies on the phone because then i get placed on their automated calling list and they wear me out calling. I spent an hour and several call transfers to get off of the calling list. I was frustrated, but clearly told each person that i did not blame them and that i understand they are just doing their job. I never raised my voice or used foul language. Everyone i spoke with was also polite. How in the world can they do business this way? As soon as i can i will be switching equipment providers and notifying my insurance company of the issues.

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Phone numbers

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

Website

www.apria.com

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